In this case, the seller on the Amazon platform sent the wrong style, and the buyer filed a lawsuit. The seller successfully resolved the dispute with a preferential discount through timely and effective communication.
1 Buyer filed a complaint
The buyer ordered a printed girl’s dress on Amazon. After receiving it, he found that the printing was wrong and filed a complaint to the seller for “sending the wrong style”.
2 Seller complaint handling
The seller verified that the similar style was indeed sent by mistake after verification by the warehouse. Communicate with the customer to solve the problem as soon as possible, reply to the customer, and propose three sets of solutions for the customer to choose from.
3 Buyer and seller communication
The customer said that he hoped to get a preferential discount. He liked this style very much and wanted to buy it again.
In the end, the customer canceled the previous refund application and ordered 2 new clothes with the discount coupon.
4 Complaint resolution
The customer finally gave the seller a five-star review.
5 Case analysis
In this case, the customer service contacted the buyer as soon as possible after receiving the complaint. After verifying the complaint, the seller proposed three solutions for the buyer to choose from. The customer complaint dispute was resolved very properly, which not only avoided losses, but also won new orders for the store and improved customer satisfaction.
Common sentence patterns for customer service dispute responses:
1.You can also consider the solution that we send you a new one with 50% discount and you cancel the dispute without pay for the highly returning shipping fee.
You can also consider another solution: we resend you a brand new product at a 50% discount, you cancel the dispute, and you don’t need to pay a high return shipping fee.
2. We will refund you $3 for compensation or may you just accept this time and we would like to provide bigger discount for your next order?
We will refund you $3 for compensation or may you just accept this time and we would like to provide bigger discount for your next order?
3. We sincerely regret that you haven’t received your parcel yet. We sincerely regret that you haven’t received your parcel yet.
4. We can arrange reshipment or full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible.
We can arrange reshipment or full refund to you. Please let us know what is your preferred option and we’ll resolve this matter as quickly as possible.