How does AliExpress extract tips for preventing disputes
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The word AliExpress dispute is probably bad for many sellers. Disputes will affect all aspects of the store, resulting in a low ranking of the store, a decrease in exposure, and a decrease in orders. Without traffic, forming a disgusting cycle.
Well, in this case, how can we pave the way for survival before the danger comes? Today, I will bring you a few small ways to prevent AliExpress disputes. Let's take a look!
I: The relationship between the cause of the dispute and the category assessment
1: The cause of the dispute directly determines the assessment indicators.
Logistics reasons are directly linked to the commodity DSR; quality reasons are directly linked to the wrong version of the goods.
2: The filing rate of the wrong version dispute is too high. How to reduce the index?
A very simple idea: How to calculate the filing rate of the dispute over the wrong version? There are two ways according to this.
The official definition is as follows: during the assessment period (number of dispute orders initiated by the buyer due to the non-print of orders initiated by the buyer to cancel the refund) / during the assessment period (the buyer confirms receipt + confirms the receipt timeout + number of orders initiated by the buyer to refund (dispute))
1 Molecular Departure
The molecules are mainly about the reasons for product quality. Once the buyer files a dispute, the accounting purchase is not the file a dispute. If you negotiate a refund with the buyer, whether it is your offline refund (Paypal or WeChat, many foreigners are also playing WeChat now) or directly reissue, as long as the buyer cancels the dispute, the filing rate of the wrong version of the goods will decrease.
Note that at any stage of the dispute, the buyer can cancel the dispute. Unless the dispute case is over, the seller has enough time to negotiate and deal with it. If the store indicator is really close to the red line, cancelling the dispute is the fastest solution, and other solutions are really difficult.
2 Denominator departure
The denominator is mainly about the order base of the category. If your order base of a certain category is very small and there are several disputes, it is likely that this category will be closed directly (exceeding the highest assessment index, exiting from the category). Last year, I had a store that exceeded one category index and exited directly, and it could not be operated within a year.
It is suggested that when you run a category, you can find some impulseable products. Otherwise, if you have fewer orders in this category, you can't withstand a few disputes. After all, you operate a large category. Now AliExpress store category assessment is assessed to the second-level category and some are third-level categories. Finding one or two drained products will have a stabilizing effect on store service indicators.
Differences between commodity pictures and physical objects
Sometimes, in order to make their products look more eye-catching, sellers will add more or less effects to the picture processing that the product itself does not have. This will give customers a good expectation and make them wait with expectation. However, once they feel too different from the picture after receiving the physical object, buyers will be very disappointed. They usually ask why there is a difference in color or shape as soon as possible.
At this time, you must be vigilant, because within 30 days of receiving the goods, the buyer can evaluate it, and the buyer can also file a dispute refund for his dissatisfactory order before confirming the receipt. Sellers should be more proactive in explaining such complaints.
Provide the original picture. If the chromatic aberration is only caused by a small part of the retouching, a reasonable explanation can also win the trust of customers, and in this process, we should show more attention to buyers and give appropriate discounts and discounts to the next order. Sincere apology can turn small things and win praise from buyers.
When uploading product drawings, sellers can upload some multi-angle details, or put them on a photo that has not been retouched to make the buyer have a comprehensive visual impression and avoid unnecessary complaints and bad reviews.
II: How to effectively prevent disputes
AliExpress disputes are a headache and also affect the mood of sellers to operate, but to love each other, after all, when selling things on third-party platforms, you must follow the rules of the platform's game, which is also very fair and fair. In fact, there are still some routines to choose from how to prevent disputes effectively.
Try to think about the whole process of a product from it is on the shelves to received by foreign consumers, and grasp every important link. In this way, disputes can be effectively resolved. This is a thought of the problem I mentioned. We must find a main line and slowly optimize it to the extreme.
What are the key points to the selection process?
1: Agent-authorized products must find the original supplier to pick up the goods, and there must be a brand authorization;
2: Products are protected by patents and are not sold if they are vulnerable to infringement;
3: The quality is guaranteed. When it comes to capacity, it must be true, and false capacity must not be released;
What should be checked on the shelves?
1: The product information is filled in accurately and cannot be ambiguous. The safest method directly fills in the product attributes with reference to the product specification.
2: Don't deliberately exploit loopholes. Typical SKU cheats. For example, the title is serious about the sports camera, but the package makes a camera accessories and a low-cost drainage method;
3: The picture is taken in real. Remember not to take real pictures with COPY. Unless everyone has official cool pictures like Xiaomi products, it is strongly recommended to shoot other products in real time.
What should be checked in the communication process?
1: Questions related to Product Attributes and functions, answer truthfully. Consumer electronics have many functions and support a variety of systems. Buyers often ask whether they support their equipment. At this time, they must confirm them again and again, otherwise you will wait for the dispute to receive the goods.
2: Special note orders need to be processed separately. For example, if some messages change this and that, they must be dealt with separately, such as declaration value, commercial invoices, logistics channels, etc.
3: Wholesale orders or old customers, give small gifts. When the store does a certain amount, in fact, most of the sales still depend on old customers. A wholesale order can support you for one day, such as an extra product or a small gift from old customers.
What should be checked in the packaging process?
1: The product packaging must be safe and secure. Different product attributes have different packaging materials. Most of the clothing category is express plastic bags, and small consumer electronics yellow bubble bags are enough. Importantly, the packaging is tight, and the tape is absolutely stronger when wrapped a few more times.
2: It is better to have a unified LOGO on the package and after-sales information. If a capable seller can work on the packaging, such as your email address, whatsapp, skype, etc. on the after-sales contact information.
What should be checked in the logistics link?
1: According to the current situation, it is not good to choose worry-free. The pain points of straight hair in China are slow in time, easy to lose bags, etc. AliExpress online worry-free can reduce a lot of customer service workload to some extent, although the price has risen sharply recently.
2: If there are suitable products, it is recommended to do overseas warehouses. When you say this, many people will ask me: Will orders fly when you make overseas warehouses? Not necessarily. You can read the article I wrote before.
What should be checked in the after-sales session?
1: Priority should be given to customer emotions on orders with problems. Especially when it comes to product quality disputes, most consumers will leave a message to contact first. At this time, customer service should first stabilize the customer, such as extending the receiving time or promising a refund, provided that it is verified that it is indeed a problem with the seller's own products.
2: It is best for the customer to drop the video link for all issue orders. This is mainly aimed at consumer electronic products. Let customers throw away YouTube video links, so as to better find problems. Don't send videos directly. If you get stuck, the above are some solutions to AliExpress disputes in advance. Try to ease customer service emotions when encountering disputes, and don't also lead the nose. Let's go. Calm down, find a solution, minimize losses as much as possible, and keep the store the main thing.
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