又有纠纷了

有纠纷了

纠纷了

纷了

不得不说“纠纷”是个让人头皮发麻的词儿,尤其对速卖通新手卖家来说,纠纷超标极有可能导致店铺被屏蔽,日订单量只有个位数,让人寝食难安。那如何解决各类纠纷呢?下面跟着E妹一起对纠纷做个分类,再来谈谈如何处理不同种类的纠纷问题:

面对纠纷,首先我们得坚持时效性原则:纠纷的响应时间是5天,安排客服每日查看纠纷,并及时处理是非常有必要的。一般来说,常见的纠纷有两类:物流纠纷以及质量纠纷。

物流纠纷

1)无上网信息

这个问题比较简单,直接查询ERP看是否发货,有没有更新上网信息;

2)缺货未发

此时卖家可以通过给买家发邮件沟通的方式,降低对方的不满。参考邮件内容如下:

Dear Customer,We woulld like to extend our sincere apology for all the inconvinences that may occured during the whole process.The item you ordered  is out of stock , and new stock will arrive in 2~3 weeks. We will refund the full amount to you as soon as possible. Usually Aliexpress will deal with it within 3~5 working days .Please wait patiently:)Once you received the money , would you please give us 5 stars good feedback ?Should you have any queries, please feel free to contact us. We will reply within 24 hours. : )

Thank you and have a great day!

3)已发货但无上网信息

Dear Customer,We woulld like to extend our sincere apology for all the inconvinences that may occured during the whole process.We sent the package to Aliexpress Warehouse yesterday, but certain time will be needed to proceed it. The tracking info will be updated on website soon. Here is the link:  http://www.17track.net/en.You can check it by yourself. We will also keep a close eye on it, and give you feedback as soon as possible.Would you please agree to cancel the dispute? After time finish,  if you still can’t receive the parcel, we will send you a new one or refund all the amount to you.

Should you have any queries, please feel free to contact us. We will reply within 24 hours. : )

Thank you for your understanding and have a great day!

4)中途长时间未更新
Dear Customer,We woulld like to extend our sincere apology for all the inconvinences that may occured during the whole process.In fact, the package has already arrived at your country at the date *** . We have extended the delivery date by *** days for you , so no need to worry that the protection time is running out .Would you please have a try to call your local post office and confirm whether your package has arrived or not? If you still don’t receive it within ** days , we can refund all the amount to you.Would you please agree to cancel the dispute? Next time ,we will apply some discount for you when you make orders.

Should you have any queries, please feel free to contact us. We will reply within 24 hours. : )

Thank you for your understanding and have a great day!

质量纠纷

1)描述不符(尺寸,颜色,重量等)

Dear Customer,We woulld like to extend our sincere apology for all the inconvinences that may occured during the whole process.The product you ordered has been updated nowadays. Certain changes has been done to the packaging, but all the functions remained the same. We apologize again for the difference. We always try our best to solve any problems and improve our quality for all customers. Would you please kindly cancel the dispute? You can get some discount next time you buy products in our store.Should you have any queries, please feel free to contact us. We will reply within 24 hours. : )Thank you for your understanding and have a great day!

2)产品无法正常工作(多为电子产品)

Dear customer ,First of all, please allow us to apologise for the inconvenience we caused for you,because of the quality of our products. There is no any excuses.You have witnessed the superb quality of our goods ,when we made conclusion on the previous orders. But recently because the negligence of our supplier ,they use unskilled worker to make production. It also annoyed me when I was told this matter from our supplier . The supplier have promised us things like this will never happen again ,or eals we can terminate our cooperative relationship right away. Please be patient to send the product back, I will resend a new one for you. Or we can return the full amount of this product to you. Would you please kindly cancel the dispute?Should you have any queries, please feel free to contact us. We will reply within 24 hours. : )Thank you and have a great day!

(以上仅为E妹个人意见,不代表公司立场。)

实际遇到的情况可能会比以上E妹写的更加复杂,以后E妹也将不定期在此公众号发布其他类型的英文邮件回复模板,欢迎各位跨境电商朋友们多多私信E妹交流分享~

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