【速卖通新手开店】速卖通纠纷如何处理?速卖通纠纷类型详解

跨境电商凯文
跨境电商凯文作者:跨境电商凯文
2017-05-27 10:36:59

让卖家最头疼得是什么?纠纷、纠纷、纠纷……

速卖通纠纷类型 速卖通纠纷处理技巧

一开始接触速卖通平台的时候,最怕的就是纠纷,那时候超标直接屏蔽店铺,最苦逼时候屏蔽2个多月,天天个位数订单,想死的心都有,真的半夜做梦都在想着怎么解决纠纷啊!下面将详细介绍速卖通纠纷类型,以及速卖通纠纷处理技巧。

一:速卖通纠纷处理的基本原则

1. 每日查看,及时响应

大家都知道纠纷的响应时间是5天,如果超过5天不回应,响应超时,直接退款,你再怎么忙,不管这个纠纷是不是棘手,如果时间只剩下2天之内,先拒绝掉。

2. 一切以店铺安全为前提,理智处理

这一点非常重要,纠纷里面物流原因直接决定你商品DSR,产品质量纠纷直接决定货不对板纠纷提起率,如果你某个类目分数都快要超标关掉了,你告诉我:这个质量纠纷我一定要赢。请你理智处理,记住店铺安全第一。

3. 客服有义务将纠纷损失降到最低

每个月纠纷退款的损失,某种程度上客服有权利降低到最少,比如物流承诺运达先退款了,但是客户收到后,可以留言客户部分退还。(我经常这么干,只要客户退80%即可)

二:速卖通纠纷类型及处理技巧

纠纷类型总体来讲分为三类:物流纠纷、质量纠纷、恶意纠纷。

1. 物流纠纷

① 无物流信息

思路:很简单ERP查询是否发货,发了是不是没上网更新。

● 缺货未发

Dear Valued Customer

Really sorry for the inconvenience , Just because the item you buy is out of stock , New stock maybe need 2~3 weeks to arrive , We need refund you the full money soon , Usually Aliexpress will deal with it with 3~5 working days .

Once you receive the money , Hope you can give me 5 star good feedback , Next time when you buy from my store , we need give you VIP Price , and do better after-sale for you .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 发了未上网更新

Dear Valued Customer

Really sorry for the inconvenience , Just because we ship the package to Aliexpress Warehouse yesterday, so they need some time to deal with it , and will update the tracking info on website soon . we send you the tracking website , you can track it by yourself .

LINK: http://www.17track.net/en

Really hope you can help me cancel the dispute first , if you still not see the tracking info updated ,you can open dispute again .

Wait your kindly reply , best wish .

② 有物流信息

● 货物在途中

2~3周一直没出国(大促期间)

Dear Valued Customer

Really sorry for the inconvenience , In fact we have already shipped it to Aliexpress Warehouse, Also you can track it on the internet , it shows Shipment information received.

Really hope you can help me cancel the dispute first , we have let my logistics company to check it for you , if have any updated , we will leave you message ASAP. Best Wish .

● 没出国显示退回(带电未过安检)

Dear Valued Customer

Really sorry for the inconvenience ,Thank you for your business, your order has been returned to us by the Custom, Just because the power bank is diffcult to pass the custom , We need refund you full money .Wait your quick reply,thanks a lot

Also hope you can give me 5 star good feedback , Hope you can forgive me can't control the shipping problem , Next time we can apply the VIP Price and Better After-Sale for you from my company . Best Wish .

● 海关扣关(留言分类一篇有提到具体的原因)

Dear Valued Customer

Really sorry for the inconvenience , i just received an email from our logistics company , and i track the package on the website , your parcel arrived at your country custom , Wait you to finish the custom clearance .

Really hope you can help me cancel the dispute first , If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 货物目的国1~2个月未更新

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Let they help you track it Whether it arrived , Also China post is really a little slow , hope you understand this situation .

If you still not receive it within ** days , we can apply the refund from my company for you , donot worry that , we are the honest seller , so hope you can be a little patient , help me cancel the dispute first , Just because nowadays the Aliexpress Shopping festival , so many parcels to be shipped .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 货物目的国显示退回或者妥投不成功(妥投成功,买家说未收到)

Dear Valued Customer

Sorry for the inconvenience, In fact we just track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office .

We can send you all the proof to show that we send the package according to your order address in my store, And we can give you the evidence of my logistics company .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 卖家私自更改物流方式

Dear Valued Customer

Sorry for the inconvenience, i just help you track the parcel , it shows delivered successfully , Since you are already my VIP customer , hope you can help me cancel the dispute , Next time we need confirm with you carefully when we need change the shipping way . sorry for that mistake .

And i just apply the best after-sale for you , we can give you discount $ *8 each time when you buy in my store next time , Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

2. 质量纠纷

● 描述不符(尺寸,颜色,语言,重量等)

思路:不符点是否影响使用,尽量减少损失,并且立刻修改Listing 。

比如:产品包装不符,完全可以正常使用。

Dear Valued Customer

Sorry for the inconvenience , Just because this product have updated nowadays , we only changed the package , in fact all the function all is same as before , Hope you can understand , and you can test it , Also i see you have bought it before in my store .

Thanks for your remind ,I just talk with my boss , we need give you VIP price next time , Best wish .

● 不能工作(针对点子产品)

思路:电子产品尽可能客户提供照片和视频。

Dear Valued Customer

Sorry for the inconvenience , If ok hope you can shoot a very short video (send video link is well) or some picture to my email : ****** , Remember write the title such as : Order NO.******* , So we can find it more easily in my store .

Once we receive your email , we will let my engineer to check it for you ,and reply you soon ,Best wish.

● 销售假货(提交品牌授权书即可)

思路:前提你的产品确实正品,直接提供品牌授权证书或者查询网址。

Dear Valued Customer

Sorry for the inconvenience , In fact all the *** Brand product in my store is 100% original , We have been authorized by **** Company , Try to check the picture in the attachment .

As you can see that we are the Top Brand seller in Aliexpress , So we can guarantee the product better quality for my customer , Hope you can help me cancel the dispute , Best wish .

● 货物短装(最好直接补发)

Dear Valued Customer

Sorry for the inconvenience , Maybe my warehouse make mistake , But anyway hope you can send me some picture for check , Once we confirm with my warehouse and logistics company , We need send you new one .

After we give you new tracking number , you can track it after 2~3 days , hope you can help me cancel the dispute if we send you new one . wait your kindly reply , best wish .

● 收到退货 (7天无理由本地退货)

Dear Valued Customer

Sorry for the inconvenience , If you really donot like it , Hope you can help me pack it well , and put all the accessories in box , Because my Russian Warehouse need check it carefully when they received it , Hope you can understand .

Once they received it , we need refund you full money , and hope you can give me 5 star good feedback , Thanks very much.

● 赠品纠纷(答应赠品没寄)

Dear Valued Customer

Sorry for the inconvenience , In fact we have told my warehouse already , But they forget to put the gift in the package , really sorry for that . if ok hope you can help me cancel the dispute first , we need give you discount $ 3 next time when you buy in my store .

Or we can send you free gift in the next package , i will pack it by myself ,so never worry that , Wait your kindly reply , Best wish.

其实质量问题的纠纷比较多,大部分的店铺因为货不对版纠纷率过高,导致整个店铺服务分偏低,一方面卖家要去主动提高产品质量,这个才是重中之重。

还有最后一类纠纷,也是比较常见的,恶意纠纷。当然这个你可能会遇到一些老手,专业级别的骗子,但是不管怎么样,一定要时刻保持警惕,针对恶意纠纷绝不能容忍,后台直接举报即可。下面看看具体恶意纠纷的几种情况。

3. 恶意纠纷

● 质量问题恶意纠纷(最常见的就是不工作)

思路:只要涉及电子产品不工作,一定要买家先提供视频。

Dear Valued Friend

Really sorry for that inconvenience , If ok hope you can shoot a very short video ( send video link is well) to my email:**** , Remember write the title : Order NO. *************

Once we receive your email , we will let my engineer to check it fro you , and find the good solution for you , and reply you soon ,Best wish.

● 邮局收费恶意纠纷(提供发票让国外朋友确认)

思路:客户提供照片确认

Dear Valued Friend

Really sorry for that inconvenience , In fact we send you by the China Post shipping way , As i know usually this way never need charge the extra fee , Maybe it is your local post office policy , because we have already paid the shipping fee for you , Hope you can send me a picture of the bill .

Once we received the picture , we will reply you soon , and help you solve the problem ASAP, Best wish.

● 海关收税恶意纠纷(提供海关收据)

思路:针对快递只要你提前买家协商好渠道,申报价值,要付关税是买家自己的义务。

Dear Valued Friend

Really sorry for that inconvenience ,In fact we send you by DHL as you choose in my store , and before shipping , we have talked with you about the value , each we declare $ *** on the package as we talked , and you need pay the tax for your custom , it is your obligation.

Or you can send the tax picture , we need check it first , and help you solve the problem ASAP, Best wish.

关于质量纠纷和恶意纠纷一些简单的回复模板,仅供参考,不要直接照搬,毕竟很多表达语法上可能欠缺。

以上内容属作者个人观点,不代表雨果网立场!如有侵权,请联系我们。

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