In order to emphasize a good business environment and customer shopping experience, the AliExpress platform will evaluate and score each merchant on the platform. Therefore, customer service staff should try to guide customers to choose “do not want to buy” when choosing the reason for canceling an order. This will not have a negative impact on the store, nor will it affect the store’s overall rating and product ranking. The following are the options provided by the AliExpress platform for customers to cancel orders.
(1) I do not want this order, I don’t want this order.
(2) Processing time is out of my expectation. The preparation period does not meet my expectations.
(3) Seller raised price of this order, the seller raised the order price.
(4) Seller did not respond to my question. The seller did not respond to my inquiry.
(5) Seller is unable to ship my order by selected shipping method. The seller is unable to ship my order by the selected logistics method.
(6) Products out of stock. Products out of stock.
(7) Other reasons.
Generally speaking, customer service staff will recommend customers to choose the first one, because the third to fifth reasons will affect the store’s rating, and these will be counted as transactions not sold. If customers choose these reasons, customer service staff should contact customers in time and guide them to choose other reasons instead. The following sample essays can be used for reference.
Dear friend,
Thank you for the canceling.
Would you please kindly to choose the cause by “I do not want this order or “Other reasons”to cancel the order?
We are so sorry for the inconvenience caused. But could you please kindly do us a big favour?
We will try our best to offer you the best shopping experience next time.
Hope you can forgive us and change the cause. Thank you.
Best regards!
范文
Hi,
Would you please choose the first or second cause not by “out of stock to cancel the order? Please check here:
http://www.XXXXXXXXXX.com
We really need your great help.
After we check the cause, we will agree the canceling at once, and you will get the refund in 1-7 business days.
Nice day.