In the process of operating a store, sellers cannot do without communicating with buyers. Frequent communication with buyers can build trust and allow more buyers to become repeat customers of the store.
The work content of customer service includes what to do if the buyer takes the product but does not pay, what to do if the product is out of stock, how to reduce logistics disputes, what to do if the buyer does not receive the goods, how to improve the DSR score and praise rate, how to Secondary marketing buyers, how to deal with malicious buyers, etc.
Many times buyers place orders but do not pay. For stores with a large number of orders every day, it is normal to have a few unpaid orders, but for stores with few orders, the problem is very prominent.
Sellers can only take correct countermeasures if they understand the reasons why buyers do not pay for products. Buyers who take photos of products but do not pay usually have the following reasons:
(1) When they were about to pay, they were interrupted by their friends and they were ready to pay later.
(2) When preparing to pay, I found that there was not enough money in the bank card and gave up the purchase.
(3) When taking the photo, I hesitated whether to buy it or not.
(4) When taking the photo and paying, you find that you have taken the wrong product or you did not use the store coupon, and you want to buy it again.
If the above four situations occur, customer service can send a copy urging the buyer to pay, but the urging cannot be obvious, otherwise it will easily backfire. For example, Hello, friend, the order you took, I have packed it, and you will be shipped immediately after payment. If you have any other questions, please contact me. (Hello, friend! The order you took, I have It will be packed and shipped to you immediately after payment. If you have any other questions, please contact me)
This can not only tactfully urge the buyer to pay, but also ask the buyer if he has any questions about the product. If the buyer’s questions are solved in time, most buyers will choose to pay. Customer service can use other methods to tactfully urge buyers based on their own ideas.
Product out-of-stock is generally attributed to the product being temporarily out of stock due to lack of raw materials, or the supplier no longer producing the product.
1. Temporary out-of-stock due to lack of raw materials
Based on the pictures of the products, search for the same product through e-commerce channels such as Baidu Picture Reader, 1688 Picture Reader, and Taobao Picture Reader.
Look for local stalls or factories that offer the same product. Even if the product is more expensive, you can purchase a small amount of the product and send it to buyers temporarily.
If the product is special and there is no substitute for the same product outside, you can only communicate with the buyer to see if you can send the same type of product as a substitute, and then give the buyer a unique gift (handicrafts are more popular abroad) popular). If the product is relatively cheap, with the buyer’s consent, you can send the buyer an extra product, because instead of having a negative impact if the transaction is not sold, it is better to make some profits.
2. The supplier no longer produces the product.
If the product is determined to be no longer produced, after customer service communicates with the buyer, the product link can be removed from the shelves, unless there is an extremely similar product. Products can be substituted. However, sellers must choose more popular products from suppliers to avoid shortages in the future.