For orders where the buyer does not have a specific reason for complaint and requests a return, such as “I don’t like it anymore” or “I don’t want it anymore”, the mediation center will make a return or refund decision based on the actual situation of the dispute. Returns for other reasons are subject to unconditional returns. If the seller has promised this service in the product description, the seller must strictly comply with it. For details, please refer to the “Dunhuang Network Dispute Resolution Policy”.
Details that sellers should pay attention to in order to successfully resolve disputes:
1. Respond to buyers actively and promptly. As long as the buyer raises a question, the seller always responds at the first time. This will make the customer feel that the seller is sincerely helping him solve the problem.
2. Clearly understand the problem. Please ask the buyer to provide corresponding evidence for the problem.
3. Provide an effective solution. Based on the evidence provided by the buyer, if the seller admits the fact of the complaint, the seller can suggest that the buyer resend the goods. At the same time, you can express your hope to send a small gift to the buyer to express your apology.