How do AliExpress sellers deal with after-sales problems?
The after-sales service of goods is a key link in Taobao operation. When encountering some after-sales disputes, as an AliExpress seller, how to deal with after-sales problems?
I. The customer received the goods and felt that the quality was not good. How to do the AliExpress after-sales dispute?
1. After AliExpress after-sales service, you should first find out with the customer what's wrong with the product, whether it can't be used, or is damaged, or whether the customer can't use it. If you figure out the reason, you can solve the problem in time, and you can also give customers some benefits appropriately. For example, give a * discount fee and a small gift when you buy it next time. Or something, so that customers will feel that the service in this store is better.
2. Another situation is that before delivery, the store has not checked the quality of the product, and there is a mistake. In this case, the customer should be comforted first and several compensation plans for the customer to choose: such as compensation *** money, or resending a new one, etc.;
3. Another situation is that the customer is really dissatisfied and has said that he will dismantle and leave bad reviews. At this time, the best way is to call or send messages and apologize to the customer in time, expressing their willingness to bear the corresponding compensation and responsibility. You can also tell the customer that in order to better improve our products and services, we hope the customer will propose that the product is insufficient. Place, put forward more opinions and suggestions. The customer will feel that he is respected and valued by the store.
In this way, AliExpress's after-sales dispute handling can not only ease customers' emotions, but also identify the problems, improve the quality and service of store products, and such cases can be archived to avoid the same mistakes in the future. At the same time, we should pay attention to improving the description of publication in a timely manner. If it is proved that the responsibility of AliExpress buyers can even be appealed directly to the AliExpress platform, which will be adjudicated by the AliExpress platform.
2. The customer has given a bad review. How to deal with AliExpress's after-sales disputes?
First of all, it is the above way to deal with AliExpress after-sales service: call or write a letter to apologize, promise to pay in full compensation (including freight), and then tell the customer that in order to better improve the product or service, I hope he can tell the reason why the product is not good and take photos.
After receiving the customer's reply and knowing the specific reason, you can refer to the previous statement to solve it. If the problem is solved, the customer is very likely to withdraw the bad review.
III. AliExpress's skills to avoid disputes
1. Preparing for Shipment
Timely stocking: The stocking is normal for 3-7 days; this can ensure timely delivery within the promised processing time. If it is to be shipped faster, it needs to be prepared reasonably. With the help of various ERP management software, ERP has been widely recognized by the whole industry in the area of inventory management.
2. After shipment
According to the different logistics channels and delivery countries and regions of the package, different AliExpress stores can adopt different message templates, such as a notification email one day after the package is sent.
For example, e-mail's care and evaluation after 14 days require customers to leave good reviews, communicate in time if they have problems and do not open disputes at will, which will significantly improve the customer communication experience and reduce the dispute rate.
It is very important for online stores to have a good reputation, good ratings, and solve after-sales disputes.
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