In the process of selling products, various after-sales problems are inevitable. Sellers should establish the concept of providing high-quality services to buyers, solve the problems complained by buyers as much as possible, and win the favor of buyers. The following mainly introduces several services that can improve customer experience.
(I) Logistics and mailing
Before delivery, sellers should carefully check the products and replace the products with problems and defects in time to ensure that buyers can receive satisfactory products. Appropriate packaging methods should be used for products to reduce problems such as damage during transportation. Sellers can also add thank-you cards to express their gratitude and blessings to buyers in express delivery, thereby effectively improving the user’s shopping experience.
It is impossible for any e-commerce platform store to completely avoid negative feedback and evaluation. Faced with the diversified demands of many buyers, it is impossible to cover everything, and there are many uncontrollable factors that affect the speed of logistics. When buyers do not receive the items within the expected time, it will not only have a bad shopping experience, but also affect the performance of eBay sellers. Therefore, if there is a delay in logistics delivery, sellers are better to take the initiative to inform buyers of the current status of the package. On the one hand, let the buyers experience our sincere service; on the other hand, let the buyers understand that the delay in package transportation is due to objective reasons such as customs and climate, which is beyond the control of both parties.
(II) Dispute Resolution
The larger the store, the greater the order volume, and at the same time, the more negative reviews you may receive. When facing negative feedback and disputes, sellers must first respect buyers, have a deep understanding of the questions raised by buyers, find out the links that cause the problems, and provide timely feedback to buyers in the process of handling and improving the problems. Even if the seller does not have a problem with the seller himself, the seller must promptly help the buyer deal with the problem, explain the cause of the problem to the buyer, and coordinate the replacement of products to the best of his ability.