(1) Try to choose a transportation method with logistics tracking information
In cross-border e-commerce, it is very important to choose the right logistics method. There are often many uncertainties in international logistics, such as customs issues, tariff issues, delivery and transshipment, etc. During the entire transportation process, these complex situations are difficult to control, and it is inevitable that there will be customs clearance delays, delivery timeouts, or even package losses. If customers cannot receive the goods for a long time or cannot query the logistics update information for a long time, they will directly file a dispute.
At the same time, express delivery methods without tracking information are also not guaranteed for the interests of sellers. When customers file a dispute of “not receiving goods”, the inability to track the goods information is very disadvantageous for the seller to provide evidence. Therefore, it is recommended that sellers choose express delivery methods based on the customs clearance capabilities of different regions and different express delivery companies and the transportation period of the package, and choose express delivery companies such as EMS, DHL, FedEx, UPS, TNT, SF, etc. with more accurate logistics information updates and better transportation timeliness. Compared with China Post Small Parcel and China Post Large Parcel, these express delivery methods have much lower risk values.
For sellers who need to find a freight forwarder to help with delivery, they should give priority to a regular freight forwarder that can provide both delivery and return guarantees, which can protect the seller’s interests to the greatest extent. In general, when choosing a courier method, it is important to weigh the risks and costs in the transaction, and try to choose a courier that can provide real-time tracking information.
(2) Actively inform customers of logistics status
After the customer places an order, the customer service staff should promptly inform the customer of the estimated delivery and receipt time, deliver the goods in a timely manner, and actively shorten the customer’s shopping waiting time. Timely and good communication can enhance the customer’s transaction experience.
(3) Choose a sturdy transport packaging
The packaging of international logistics does not necessarily require beauty, but it must be sturdy. Packaging has always been an important reason for customer complaints. For fragile items with large quantities and large amounts, customer service personnel can take photos or videos of the packaging and delivery process to keep as evidence for dispute resolution. In addition, customer service personnel should pay attention to the specifications, quantity and accessories of the goods to ensure that they are consistent with those on the order to prevent disputes caused by missing shipments; customer service personnel can also provide a list of goods in the package to improve their professionalism.
Finally, customer service staff should keep in mind that ensuring product quality and freight quality is a prerequisite for gaining customer favor and trust. Without a solid foundation in these aspects, even the best service will not be able to convert ordinary customers into loyal regular customers.