Newbie Xiaobai has never dealt with a refund dispute, so how should he deal with strong refund customers? Some AliExpress merchants would like to see a template for how to respond after receiving a refund dispute. The content of this issue is based on an in-depth understanding of the return and refund regulations of the AliExpress platform. On this basis, the seller can create a template in the AliExpress store. A “one-size-fits-all” template that contains all the rules for speaking skills and corresponding operational measures.
Based on past experience, there is no universal refund template for AliExpress disputes. Because the actual disputes encountered by buyers are often different. Sometimes it may be the seller’s mistake, sometimes it may be the third-party logistics company’s mistake, and sometimes it may be the consumer’s personal reasons. This article mainly provides practical solutions to several common problems.
1. The actual product does not match the description
If the product sold does not match the advertising description, this is a violation of the integrity of the AliExpress platform. In theory, it should be AliExpress sellers are solely responsible. However, even if a consumer applies for a refund, it can be revoked within the 5-day period. Sellers can communicate and explain to consumers within the 5-day period: and provide measures such as re-delivery, subsidized prices, preferential unit prices, etc. to convince buyers and minimize the impact of the situation as much as possible.
2. The product size is wrong/the color is wrong
This problem should be looked at from two sides. First of all: If the consumer takes the wrong product size, it is not the store’s subjective reason. It is recommended that sellers communicate well with consumers by sending emails, replying to comments, sending screenshots of consumer orders to the other party, and promising the other party that they will help buyers solve their current difficulties. If it is a relatively low-priced product, it is better to re-ship it to reduce the logistics cost of pulling back and forth; if the seller or supplier has sent the wrong product, he must first apologize to the consumer and bear all the cost of re-shipment. .
3. Product damage
If the product is damaged due to a third-party logistics company, the logistics company needs to be held accountable; if it is due to quality problems in the product batch , the seller should verify the quality of the batch with the supplier as soon as possible after handling the return and refund issue, so that the loss of the next batch of orders can be minimized.