After receiving the dispute, the customer service staff should first check the dispute reason, then collect details based on the dispute reason, and finally decide whether to reject or accept the dispute. If rejected, the first step is to contact the customer, and the second step is to reject the platform dispute and provide relevant evidence for adjudication.
1. Collect evidence If the customer service staff receives a complaint from a customer, they should reply to the customer as soon as possible, ask about the specific quality problems of the product, and ask the customer to provide evidence. The following sample essays can be used for reference.
Sample Essay
Dear valued customer,
We are so sorry to hear from your dispute messages. Could you tell us what the problem is the product? In line with our company policy, we need some clear photos or video to process your complaint.
Please send them to us ASAP so that we would be able to resolve it sooner. Thank you for your time.
2. Confirm the problem
After the customer provides relevant evidence, such as photos or videos, the customer service staff should carefully check the problem complained by the customer. If the product does not meet the customer’s expectations and it is not a quality issue, the customer service staff should state the relevant facts in the email and list evidence or product screenshots to support their views, such as information in the product description. For details, please refer to the following sample article.
Sample article
Dear XXX,
Thanks for your pictures.
After reviewing the pictures, we found that it is under our specifications not the flaw. The slight difference is allowed, which is also the same as our listing pictures.
We are sorry that you don’t like it, In order to show our apologies, would we give you some discounts or gifts in you next order?
Best regards!