There may be many situations when a dispute is upgraded to a platform dispute, including whether both parties have responded in time, whether they have been negotiating effectively, whether one party has unacceptable requirements to the other party, etc. At the stage of opening a dispute, the seller should carefully verify the reason for the buyer’s complaint and provide effective evidence based on the reason for the complaint. The seller should check the message and feedback from the buyer, communicate effectively in a timely manner, and strive to reach a consensus solution within 3 days. If the problem has been solved, the buyer can be guided to close the dispute.
1. The seller is at fault and refund or return is given
After the seller sees the evidence provided by the buyer, if the seller is indeed at fault, the seller agrees to give a partial refund or return and refund suggestion, and asks the buyer to close the dispute.
2. Submit the dispute to the platform for arbitration
The buyer escalates the dispute to a platform dispute. At this time, you can tell the buyer that you have provided evidence to the “Alibaba Dispute Group Xiaoer” and wait for the dispute specialist to make a ruling. If the platform rules for return and refund, the seller should ask the buyer for the return address again and express the hope to continue the transaction in the future.
Common sentence patterns:
1.We sincerely regret that we have been unable to come to terms. I sincerely regret that we have been unable to come to terms.
2.We would like to offer you the following options. We would like to offer you the following options.
3. If you decide not to keep your ordered item(s), you can still return your order to XXXXX and receive a full refund.
If you do not want to keep your ordered item(s), you can return the goods to the following address xxxxx, and then we will give you a full refund.
4.You would be responsible for all return shipping fees. You will bear all return shipping fees.
5. We will continue to honor you as a valued customer. We will continue to treat you as our VIP.