To prevent disputes from being filed, customer service staff will strive to provide customers with satisfactory solutions for various issues after the customer has paid. Despite the efforts of customer service staff, sometimes customers still escalate complaints to platform disputes. In this case, customer service staff should adhere to the principle of customer-centricity, use effective communication skills, contact customers, and provide solutions as much as possible, hoping that customers can withdraw the dispute. For details, please refer to the following sample essays.
Sample Essay
Dear XXX,
We found that you already applied a case to AliExpress. We just want to tell you that we will still try our best to help you solve the problem together with AliExpress.
Here is our better solution. Hopefully it can match your requirement.
Best regards!
If after communicating with the customer, he/she is still unwilling to withdraw the dispute, the customer service staff should continue to contact the customer after the platform gives a ruling. The following sample essays are for reference.
Sample
We would like to inform you that AliExpress provide two solutions against your claim.
(1)Return for full refund (Buyers bear the return shipping fees).
(2)Refund amount: $ x XX (without returning goods).
please let us know which solution you prefer ASAP so that we can proceed your claim. Thank you!
Best wish.
If the platform has already ruled on the dispute and allowed the seller to return the goods for a refund, the customer service staff should tell the customer the return address again and express the hope to continue the transaction. The following sample is for reference.
范文
Dear XXX,
We would like to inform you AliExpress just made a final decision that you should return the goods back to us for a full refund, please kindly check the following return address.
Attn:
Address:
Zip Code:
Phone:
Please kindly be noted:
(1)Please make sure the return goods under the good condition and with original labels.
(2)Please write “Order No and word of“Return Goods”on the parcel, which will be much helpful for our warehouse staff to identity your return.
(3)Please kindly provide us with return tracking number once available, we will trace it at our end.
Thanks for your kindly cooperation in advance. We are looking forward to your next shopping with us.
Best regards!