Case analysis and response strategies for handling cross-border e-commerce disputes

In cross-border e-commerce transactions, dispute resolution is an inevitable part, mainly focusing on two aspects: goods not received and goods not as described. This article will use two specific cases to elaborate on the processing procedures and solutions when encountering such problems.

E-cigarette atomizer case analysis

Dispute handling steps

• February 5, 2015: A buyer ordered 20 pieces of electronic cigarette atomizers.
• February 9, 2015: The seller completed the shipment and provided the buyer with the waybill number and estimated delivery time.
• February 13, 2015: The buyer notified the seller that 7 items received had problems, including 2 damaged coils and 3 functional malfunctions.
• February 14, 2015: The seller responded to the buyer’s feedback and requested video evidence to further verify the situation.
• February 15, 2015: The buyer submitted relevant video materials.
• February 15, 2015: Based on video evidence, the seller promised to reissue new goods before March 5, and explained that the reason for the delayed shipment was the Spring Festival holiday.
• March 8, 2015: The buyer finally gave the seller a positive review.

It can be seen from the above cases that when faced with customer dissatisfaction caused by product defects, responding quickly and proposing reasonable solutions is the key.

Dispute handling case of non-receipt of goods

Case background

A customer purchased a girl’s floral dress on the AliExpress platform, but due to shipping delays, he failed to receive the product within the expected time, so he complained to the seller.

Processing process and communication strategy

• First, the customer service team checked the logistics information, confirmed that the package was still in transit, and informed the customer of this situation.
• Secondly, it explained the delays caused by the increased logistics pressure during the peak season, and promised to continue tracking the package until it is safely delivered.
• Finally, in order to make up for the customer’s inconvenience, offer a 5% discount on their next purchase.

This approach not only solves the current problem, but also increases customer trust in the brand. The following is an example of a customer service email:

Dear customer,
We sincerely regret that you haven't received your parcel yet. Our goal is to resolve any disputes as quickly and conveniently as possible.
We've just tracked the parcel and your parcel is still on the way. Your tracking number is XXXXX and you can track it on the page XXXXXXXXXX. Due to the peak season, the shipping time to your country is delayed, We will keep tracking the shipping status and keep you posted of any update.
Sorry for the inconvenience caused. We will give you 5% off to your next order for your great understanding. Hope you take it.
Thanks!
Best regards.
(your name)

Summary

When goods are lost during transportation, the freight bill number cannot be checked, or are detained by customs, sellers should proactively communicate with customers, solve the problem in a timely manner, and consider appropriate compensation measures. In addition, logistics information needs to be closely tracked to prevent and reduce the occurrence of similar disputes.