In addition to actively and effectively resolving disputes, we should be more proactive, aiming to reduce the occurrence of disputes and try to avoid them. Therefore, preventing disputes becomes particularly important. We take the following measures to prevent disputes from occurring in response to the two major categories of disputes filed by customers.
Product Guarantee:
Product disputes are mainly caused by untrue product descriptions, lax product quality control, and sellers selling fakes. Therefore, in order to effectively prevent disputes and complaints, sellers can start from three aspects: product description, product quality, and eliminating fakes.
First, the product description is true and comprehensive. The main basis for customers’ requirements for products is the description of the product. The more detailed and comprehensive the product description is, the closer the customer’s expectations will be to the actual product. Therefore, a true, comprehensive, and detailed description is the key to avoiding disputes. When editing product information, sellers must describe the product comprehensively and meticulously based on facts.
For example, electronic products need to give a comprehensive description of the product’s functions and usage methods to avoid disputes filed by customers after receiving the goods because they cannot use them reasonably. Sellers selling USB flash drives should not deceive customers in a hurry to make a deal, such as deliberately describing the capacity of a USB flash drive as 256GB when they actually only sell a 200GB capacity. Such behavior is considered deceptive behavior. Once discovered by the platform, it will be dealt with seriously as fraudulent behavior. It is recommended to provide a size chart for clothing and footwear products so that customers can choose and avoid disputes caused by inappropriate sizes after receiving the goods. If the product has some defects, the seller should not conceal the defects and flaws of the product in the product description. In addition, it is recommended to indicate the freight method, the area that can be delivered, and the expected transportation time in the product description. It is also recommended to explain to customers the customs clearance and tax payment, the responsibility for returning the goods, and the responsible party.
Second, strictly control the quality of the goods. Before delivery, customer service personnel need to fully test the goods to ensure the quality of the goods. For example, check whether the appearance of the goods is intact, whether the functions of the goods are normal, whether the goods are short-loaded, whether the packaging of the goods is resistant to pressure and fall during mailing, and whether the goods are suitable for long-distance transportation. Before delivery, we must try our best to avoid sending defective goods. High-quality goods are the prerequisite for maintaining customers. If quality problems are found in the goods, the customer service staff should contact the manufacturer or upstream supplier in time for replacement to avoid returns and exchanges due to disputes. The transportation cost of returning goods in foreign trade transactions is extremely high.
Third, eliminate counterfeit goods. Many cross-border e-commerce platforms emphasize the protection of third-party intellectual property rights and ensure a fair and orderly market operating environment. If sellers sell infringing or counterfeit goods and violate relevant laws and regulations, or violate the operating policies of e-commerce platforms, they must bear full responsibility. Therefore, sellers should stop selling counterfeit goods and reduce complaints and disputes about counterfeit and shoddy goods to zero.