Comprehensive guide to Kilimall after-sales management: order cancellation, returns and disputes handling

Kilimall’s after-sales management system includes many aspects. The following is a detailed introduction to the key operating procedures to help sellers better understand and handle after-sales matters.

1. Order cancellation process

For GS orders that have been shipped, buyers generally cannot cancel the order. However, if the goods are not received 30 days after the payment time, the buyer has the right to cancel the order and receive a refund. In this case, the loss is borne by the seller, unless the loss is caused by reasons other than the seller.

2. Return and Exchange Policy

Buyers can apply for return or exchange within 7 days after receiving the goods. For GS orders, if a return is required due to the seller’s incorrect delivery, missing delivery or product quality issues, the product will be returned to the overseas warehouse and a “customer return processing fee” will be required. In addition, sellers can apply to send the goods back to China, but they need to bear the freight themselves. If the seller does not request the return of the product within 90 days from the date of return, it will be deemed to be scrapped.

3. Order dispute handling mechanism

If the buyer does not receive a reply from the seller within the specified time, the order will be automatically submitted to the platform for arbitration. The platform will handle the dispute based on the plan proposed by the buyer and record it in the seller’s deduction item.

4. After-sales processing steps

1. Log in to the Seller Center backend:
   Sellers first need to log in to their Seller Center backend.

2. View after-sales application details:
   Click “Service” > “Apply After Sales” > “View” to enter the details page for buyers to apply for after-sales.

3. After-sales solution selection:
   The seller needs to check the reason for the buyer’s return and can perform the following operations according to its description:

   • Directly provide after-sales solutions, including four options: refund only, refund and return, exchange and repair.
   • Communicate with the buyer over the phone to finalize the plan.
   • If you encounter a malicious return and the negotiation fails, you can reject the after-sales application and request platform arbitration.

Based on the outcome of the arbitration, the seller can choose an appropriate after-sales solution and provide feedback to the buyer, including partial or full refund options.

4. Waiting for buyer consent:
   Sellers need to wait for buyers to agree to the after-sales plan and provide corresponding return information to the platform.

5. Check after-sales status:
   The seller can click “Service” > “Apply After Sales” > “View” again to view the after-sales progress.

Through the above operations, sellers can effectively manage Kilimall’s after-sales service, improve customer satisfaction and reduce potential dispute risks.