No matter which platform sellers are on, what they are most afraid of is encountering disputes and infringement issues. If they are not handled well, it will damage our interests. However, try to avoid these problems. Sometimes we will still encounter these problems. When AliExpress sellers encounter disputes, how should they deal with them? For merchants who want to know more, please read below.
The disputes raised by AliExpress buyers mainly include “the goods are incorrect” and “the goods were not received”.
These two categories have different subcategories:
Not received: Invalid waybill number, wrong address, customs detention during logistics, and package return.
Incorrect goods: The goods are inconsistent with the description, quality problems, damaged goods, short-packaged goods, and the sale of fake goods.
If buyers raise disputes, it will not only lengthen the order payment cycle, but also affect potential customers. So, how to effectively avoid disputes on AliExpress? The response methods are as follows:
The product is not the correct version
1. The product description must be true and comprehensive.
When editing product information, you must be realistic and describe the product in full detail
For example, clothing and footwear products must provide size standards. In order to give buyers a better choice, it is recommended to buy Please do not cause disputes due to inappropriate sizes after receiving the goods.
Electronic products must fully describe the function and use of the product to avoid disputes caused by buyers not being able to use the product reasonably after receiving the product.
In the product description, it is recommended to indicate your shipping method, the areas that can be delivered, and the estimated transportation time. At the same time, it is recommended to explain to buyers the customs clearance and tax payment, product return responsibilities and parties responsible, etc.
2. Strictly control quality.
Before shipping, fully inspect the product: whether the product appearance is complete, whether the product function is normal, whether the product has short packaging, whether the packaging of the product is under pressure when mailed, and whether it is suitable for long-distance transportation, etc.
If you find product quality problems, please contact the manufacturer and supplier immediately for replacement to avoid disputes and returns. Because shipping costs for returns are extremely high.
3. Eliminate fakes.
If the buyer raises a dispute and complains to the seller about the sale of fake goods, and the seller is unable to provide a product license certificate, the AliExpress platform will directly determine that the seller is fully responsible. While the seller suffers economic losses, You will also be punished by the relevant rules of the platform. Therefore, regarding third-party intellectual property rights, products that cannot provide licenses are prohibited from being sold on the AliExpress platform.
Goods not received
1. The choice of logistics is very important.
For sellers, being unable to receive goods for a long time, or being unable to check logistics update information for a long time, will directly lead to disputes.
At the same time, express delivery methods without tracking information do not protect the interests of sellers. When a buyer raises a dispute about non-receipt of goods, the inability to track the goods information is very detrimental to the seller’s evidence.
Therefore, when choosing a courier method, it is recommended to choose an courier company with correct logistics information updates and high transportation timeliness based on the region, the courier company’s customs declaration capabilities and the transportation period of the package.
2. Effective communication.
If the package is delayed, notify the buyer promptly, explain the reason why the package failed to arrive within the expected time, and gain the buyer’s understanding.
If a package is deducted due to unpaid duties, please notify the buyer immediately and clearly indicate the buyer’s tax liability in the product description. At this time, it is recommended to share some customs duties with buyers. Not only can you avoid returns, but you can also give buyers a high score for sincerity.
If the package is temporarily stored in the post office because no one has signed it, please directly remind the buyer to find the note left by the post office and collect it within the validity period.
Resolve the problem of buyers not receiving the goods in a timely manner, so that buyers can feel your attentive service.