In this AliExpress case, the buyer filed a lawsuit because the seller’s product was defective. The seller successfully handled the dispute by refunding the money through timely and effective communication.
1 Buyer filed a complaint
The buyer purchased a set of children’s tableware. After receiving the goods, he complained to the seller because the product was defective, and uploaded pictures as required by the buyer.
Order information
Order number 80915986395248 (view details) Order amount US$10.89
Order creation time Dec 12.2016 Order message
Delivery address Changi green upper changi road east s486843 Blk 712a,04-05 Singapore SG486843
“My AliExpress” → “Dispute List” → “Dispute Details”, open “Dispute Details”.
2 Seller complaint handling
After verifying the pictures, the product does have quality problems. At this time, the customer service representative should apologize to the customer as soon as possible and offer compensation. Through communication with the buyer, the seller compensates part of the product price.
3 Complaint resolution
The dispute was finally resolved by clicking “My AliExpress” → “Dispute List” → “Dispute Details” to open “Dispute Details”.
4 Case analysis
In this case, after confirming that the quality problem was caused by its own reasons, the customer service representative should actively communicate with the seller and explain to the seller the cause of the problem. In the end, the dispute was resolved by compensating the general price, and the buyer was also relatively satisfied.
Common sentence patterns:
1.We sincerely regret that the items you’ve received in order*********** were not as described.
The goods you received (order number*********) did not match the description, and we sincerely apologize for this.
2. Since you have claimed the items did not work properly, could you please make a video recording to illustrate this issue and send them directly to our email:**********
3. We will accept your requirement and please kindly return the goods to the following address:
**************
We accept your request, please send the goods back to the following address:**************
4. The photos were received with thanks. Sorry that we failed to check out the problem and we would pay more attention on this part.
Thank you very much, the pictures have been received. Sorry that we failed to check out the problem and we would pay more attention on this part.