The dispute resolution process is described using an actual case. The product involved in the dispute is an electronic cigarette atomizer.
The following describes the dispute resolution process based on the time sequence:
(1) On February 5, 2015, the buyer placed an order for 20 pcs of electronic cigarettes.
(2) On February 9, 2015, the seller filled in the delivery order number and informed the buyer of the shipping method and the estimated delivery time.
(3) On February 13, 2015, the buyer informed the buyer that he had received the goods and that 2 pcs of the electronic cigarette coils were damaged. He then tested 3 pcs and found problems, and finally determined that 7 pcs had problems.
(4) On February 14, 2015, the seller responded promptly to the buyer’s feedback, calmed the buyer’s emotions, and asked the buyer to provide video evidence.
(5) On February 15, 2015, the buyer provided video evidence.
(6) On February 15, 2015, the seller responded to the buyer with a solution, informing him that the goods would be re-sent before March 5, and that due to the Spring Festival, the re-sent goods would be shipped before March 5.
(7) On March 8, 2015, the buyer left a positive review for the seller.