AliExpress after-sales service and logistics processing guide: return freight, wrong goods and other common logistics analysis

On the AliExpress cross-border e-commerce platform, after-sales service is the key to maintaining customer trust and brand reputation, while issues such as returns and wrong shipments are challenges that merchants often face. This article will integrate relevant content on AliExpress’s return freight responsibility sharing, handling of wrong goods and common logistics methods, aiming to help merchants optimize after-sales service experience and logistics management.

Responsibility sharing for return shipping

On the AliExpress platform, the responsibility for return shipping costs is mainly based on the reason for the return.

1. Returns due to seller’s reasons

If the return is due to quality problems, the seller sent the wrong goods, etc., in such cases, the seller is usually responsible for the return shipping costs. This principle aims to maintain customer satisfaction and brand reputation.

2. Returns due to buyer’s own reasons

Relatively speaking, if the return is due to the buyer’s personal reasons (such as dislike, unsuitable product, or change of mind) and does not involve quality problems, the return shipping fee is usually borne by the buyer. This policy encourages buyers to think carefully before purchasing.

3. Negotiate return shipping costs

In some special cases, sellers and buyers can negotiate the sharing of return shipping costs, and the seller may bear part or all of the shipping costs to maintain a good customer relationship.

4. Return guarantee service

AliExpress also provides a return guarantee service, and merchants can choose to join to reduce the cost pressure caused by returns.

Handling of disputes over wrong delivery

In the face of customer complaints about wrong goods being shipped, merchants need to adopt a positive attitude in after-sales service.

Reply email template

The following is an effective response email template for wrong shipments:

Dear Customer,

We are very sorry for the trouble caused to you by sending the wrong goods. We value your order and are willing to do our best to resolve the issue.

1. A sincere apology.
2. Describe the problem and reasons in detail.
3. Provide solutions (resend, full refund, etc.).
4. Provide effective communication channels to resolve problems quickly.

Thank you for your understanding and support.

Sincere regards,
Your store name

This template can help merchants restore customer trust and provide satisfactory resolution through a sincere apology and flexible solutions.

Processing suggestions

• Detailed order management: Ensure that each order is processed correctly to reduce the risk of incorrect shipments.
• Timely communication: Actively respond to customer inquiries and provide real-time logistics information to alleviate customer dissatisfaction.
• Follow-up monitoring and improvement: Regularly track disputes and continuously optimize the order management process to reduce the occurrence of similar problems.

Common logistics methods

The AliExpress platform supports a variety of logistics methods, common ones including China Post registered small parcel, ePacket, China Post ePacket, UPS and FedEx, etc.

1. China Post Registered Small Packet

Applicable to small items under 2kg, the main service scope is 177 countries around the world, it is expected to be delivered within 16 to 35 days, and it is promised to be delivered within 60 days.

2. ePacket

For international e-commerce light and small products, the delivery range covers 35 countries, usually 7 to 10 working days for delivery, and full inquiry services can be provided.

3. UPS and FedEx

UPS provides a variety of express service types, suitable for customers with high timeliness requirements; while FedEx performs well on Asian and North American routes, providing priority and economical service types.

Conclusion

Merchants can enhance customer satisfaction and loyalty through clear return shipping responsibilities, proactive mis-shipment policies, and effective logistics management. In the fiercely competitive cross-border e-commerce field, perfect after-sales services and efficient logistics solutions are important guarantees for ensuring continued business growth.