Due to the digitalization and globalization of cross-border e-commerce, customers’ online shopping experience is mainly focused on the digital pictures and videos provided by online stores, while after-sales problems mainly occur in terms of goods and logistics.
(1) Product-related disputes
The main reason for product disputes is that there is a certain gap between customers’ expectations of the goods and the actual use effect, such as common quality problems such as product not as described, or sellers’ failure to check clearly during shipment, resulting in quantity shortages, or improper handling during transportation, resulting in damaged goods, or even sellers selling counterfeit goods.
Customer service staff should note that if the return or dispute category submitted by customers on the platform is related to the product, it will be included in the seller’s dispute rate. Customer service staff should strive to handle these disputes well and reduce the store’s dispute rate.
(2) Logistics-related disputes
Disputes caused by logistics mainly include goods still in transit, customers unable to query logistics information through waybill numbers, wrong addresses, customs detention, package returns, etc. This type of dispute is classified as “goods not received” disputes on the AliExpress platform.