Cross-border e-commerce dispute handling process and customer service response strategies
In cross-border e-commerce transactions, once a dispute occurs, the correct handling process is crucial to safeguarding the rights and interests of buyers and sellers. This article will start from the different stages of disputes and explore how to effectively handle these disputes.
Agreement dispute process
When a buyer opens an agreement dispute, the seller must respond within five days. If the seller fails to respond on time, the system will default to the buyer’s choice. If the seller responds promptly and accepts the content of the agreement, the dispute can be resolved through negotiation; otherwise, the seller needs to submit a new agreement for the buyer to consider. During this process, if the buyer rejects the new agreement, the dispute will escalate and require intervention by the mediation center.
Negotiation skills
Communication attitude
During the negotiation process, customer service personnel should maintain a professional attitude, proactively guide customers’ emotions and reduce their anxiety. Communicate with customers in a positive manner to help them understand the problem and commit to helping solve the problem, thereby building a trusting relationship.
Communication methods
Communicating in written form, such as emails, messages, or on-site messages, not only ensures the accuracy of information transmission, but also facilitates the preservation of relevant records, providing a basis for possible subsequent disputes.
Communication content
Avoid using too much industry jargon, explain the situation in simple and understandable language, and propose practical solutions based on the specific situation. Doing so will help enhance customer acceptance of the results.
Dispute escalation process
When the dispute cannot be resolved through negotiation, the seller should submit valid logistics vouchers or other relevant evidence within three natural days. For the situation of “goods not received”, the platform will decide whether to refund or release the money after review; for the problem of “goods description does not match”, further verification of evidence is required, and the return process may be involved.
Platform intervention
If the seller disagrees with the customer’s refund request, he can express his position by uploading delivery certificates, logistics tracking records, etc. After receiving the materials provided by the seller, the customer has the right to choose to withdraw the application, modify the application or request the platform to intervene.
Similarly, when a seller agrees to a refund, considering the high cost of cross-border returns, they usually choose a “full refund without return” or “partial refund without return” approach. If the two parties still cannot reach a consensus, either party can apply for the platform to intervene in the ruling. The platform will review the evidence submitted by both parties within two working days and make a final decision accordingly.
To sum up, it is very necessary to understand and master the cross-border e-commerce dispute handling process, whether from the perspective of prevention or subsequent remedial measures. I hope the above content can provide valuable reference for all sellers.
References:
- Cross-border e-commerce dispute resolution process
- Cross-border e-commerce customer service process for handling disputes