No matter what platform, as long as the store orders reach a certain amount, after-sales problems are inevitable. Some problems have causes, and some problems are inexplicable. In either case, first find out the causes of these problems and then solve them in a targeted manner. The reasons for disputes and negative reviews in stores can be summarized as follows: customers’ expectations are too high, and products that do not meet their expectations are the root causes of disputes and negative reviews. Logistics speed is the culprit behind declining customer satisfaction. Insufficient communication allows dissatisfaction to turn into disputes or negative reviews. The product quality is not up to standard and the packaging is damaged. Once we find the reasons why customers raise disputes or leave negative reviews to us, it will not be that difficult to resolve them. Sellers should not blindly beautify products and pictures. If there are flaws and deficiencies, they should be reflected in the photos, and the product description should be clear, concise and detailed.
1. Methods and steps for handling negative reviews
The negative reviews received one after another are because the customer did not notice the size and took the purchase for granted. As a result, the product arrived and felt that it was too small. Direct negative review without any communication. When encountering such customers, we can generally follow the following steps:
(1) Communicate with the customer through on-site letters and emails, and request to modify the evaluation. Some customers can easily communicate and change it directly. Some customers don’t respond: This way, there will be another opportunity to communicate via email after a week. If there is no response, discuss with the buyer to change the evaluation through some material rewards, such as a refund of US$3 or a 5% discount next time. The attitude must be sincere; If there is no response, just leave him a message on the site every day just like eating, and touch them with your “sincerity”.
(2) Regarding the issue of logistics speed, everyone knows that the goods sent out are like water poured out, we cannot control it, but customers will still come to us when they are anxious, so just talk to us Just like buying things on Taobao, the problem of express delivery will eventually be transferred to the seller and vent on them, although we also know that they are powerless. There are two things we can do better. The first is to indicate the approximate arrival time of various transportation methods in each country in the form of a table when releasing products so that sellers can be clear. The second is to inform customers in time after delivery. Tracking information and estimated time of arrival. By doing the above two points, customers will understand when there is a small delay in logistics.
(3) Timely communication is divided into active communication and passive communication. Active communication means reminding buyers to pay attention to logistics information after shipment; passive communication means completing the transaction and responding to customers’ letters and messages on the site in a timely manner. Secondly, it is recommended that sellers make a summary every weekend, follow up on the goods sent out, keep records of abnormalities and inform customers in a timely manner, so as to avoid subsequent disputes.
(4) Buy more auxiliary packaging materials, such as plastic bags, bubble bags, bubble films, and cartons with better quality sealing glue and good hardness. Small investment and big return are worth the investment.
(5) Many products are easily broken, so we usually provide spare parts. Sometimes if there are more broken products than spare parts, we have to admit to the buyer that it is the seller’s fault and negotiate with the seller to solve the problem. At the same time, you should also communicate with the logistics company. Pay more attention to the packaging and transportation of fragile items.