The number of complaints and disputes raised by customers will directly affect the operation of the store. Many cross-border e-commerce platforms use specific numbers as quantitative standards for the dispute complaint rate. Customer service staff should have some understanding of these quantitative standards. The following is an introduction to these scoring standards based on the mainstream platform AliExpress.
AliExpress’s dispute rules:
In order to create an honest and orderly cross-border e-commerce market environment, AliExpress has introduced three indicators for scoring dispute rules: dispute rate, arbitration filing rate, and seller responsibility arbitration rate.
First, the dispute rate refers to the order entering the dispute stage after the seller fills in the delivery order number and the customer submits a refund application (dispute). The dispute rate refers to the ratio of the number of orders filed by customers for refunds to the number of shipped orders within a certain period, reflecting the situation of disputes filed against the seller.
Second, the arbitration filing rate refers to the situation where the buyer and seller cannot reach an agreement on the refund processing filed by the customer, and finally submit it to AliExpress for arbitration (claim), and the order enters the dispute arbitration stage. The arbitration filing rate refers to the ratio of the number of orders submitted to the platform for arbitration to the number of shipped orders within a certain period.
Third, seller responsibility ruling rate: Dispute orders are submitted to AliExpress for ruling, and AliExpress will make a one-time ruling based on the responsibilities of both the buyer and the seller. The seller responsibility ruling rate refers to the ratio of the number of orders submitted to the platform for ruling and ultimately judged to be the seller’s responsibility to the number of shipped orders within a certain period.
For example: A seller has 50 shipped orders within a certain period, 40 of which are confirmed to be received by customers, 10 of which are refunded by customers, 6 of which are resolved through negotiation with customers, 4 of which are submitted to AliExpress for ruling, and 2 of which are ruled to be the seller’s responsibility. The dispute rate, ruling filing rate, and seller responsibility ruling rate of the seller are: dispute rate = 10/50 = 20%, ruling filing rate = 4/50 = 8%, and seller responsibility ruling rate = 2/50 = 4%.
The penalty imposed by the AliExpress platform on the store dispute rate is to reduce the exposure rate of the seller’s products. The ruling filing rate and seller responsibility ruling rate will seriously affect the exposure of the seller’s products. If the ratio is too high, the seller’s products will not be searchable by customers for a period of time.