(1) Check the order
Leave a message to the user who placed the order, thank him/her for purchasing our products, and explain to the customer when the goods will be shipped and how many days it will take to arrive, so as to better gain the trust of the user.
After checking the user’s message, carefully fill out the “Shipping Notice” to ensure that the consumer purchases the product that meets his/her needs. When shopping, many consumers will leave messages to the merchant to explain the color, model, style and delivery method of the product they want. The seller should try his/her best to meet the personalized needs of these users. Even if it is not possible, the customer should be notified in time.
Ensure that the customer’s name, destination, shipping method and declared value are accurate. In addition, pay special attention when filling in the customs declaration amount.
Under normal circumstances, if the weight of express delivery to the United States is less than 3kg, the customs declaration price is less than US$50, and most of them are between US$5 and US$30. The customs clearance price of parcels sent to Australia can be less than US$1,000, but it should be noted that wooden products and animal feather products are easily detained by Australian customs, and try not to send such products by DHL.
The German customs department has very strict supervision over our products. You need to pay special attention when declaring customs. Do not use DHL and its German EMS when delivering. The customs declaration amount should be set below 20 euros. For products with a mass of less than 0.5kg, it can be set to 5 euros. For heavier products, it can be set to 10~20 euros.
The customs declaration amount in Latin America is usually below 50 US dollars, the customs declaration amount in Norway and Finland is generally set to below 30 US dollars, the customs declaration amount in Poland is below 20 US dollars, and Denmark tries to keep it below 13 US dollars. In addition, for Russian and New Zealand customers who have high requirements for logistics timeliness, try not to use EMS.
The “Shipping Notice” must be delivered to the shipper in the shortest time. If there is a short delay in the source of the goods to be shipped, you can ask the shipper for the waybill number and ship it online first.
After the order is shipped, the shipping status must be updated online immediately and the customer must be notified in a timely manner.
Generally speaking, if the goods have not arrived after a week of delivery by express delivery company or a month of delivery by China Post Parcel, you should help customers track the status of the goods and inform them of the relevant information in a timely manner.
When the goods arrive at the destination customs, notify the customer to pick up the goods at the designated location.
(2) Check customer messages
On the AliExpress platform, the official system will not record the messages after reading them, so sellers should record the customers who leave messages themselves, so as to help every consumer solve the problem as much as possible. Track the customers who leave messages until they reply to the messages. Customers may not log in to AliExpress every day. In order to ensure that customers receive replies as promptly as possible, you can send emails to customers while leaving messages for them.
(3) Check customer reviews
Develop the habit of checking user reviews every day and reply to user reviews as much as possible, especially those with neutral or negative reviews. In addition to replying in the review background, you should also reply in the order background and customer mailbox, and solve customer problems through communication with customers.
Sellers should note that: in the evaluation backend, only one message can be replied to each customer evaluation, and customers must modify their evaluation within one week. If it exceeds one week, customers can send an email to the official email address (buyer@aliexpress.com) to request modification.
(4) Timely tracking of package logistics
If a customer’s email is not delivered, contact the customer in time and tell the customer to bring the waybill number to the local express company outlet to find their package. If the customer cannot receive the package within the specified time, the delivery time can be extended.
When the package is detained, the customer can communicate with the local customs department in time. The customer needs to provide the customs department with the transaction bill, logistics waybill, etc.
When the customer asks for package information, the seller should provide them with relevant websites and logistics information. If the logistics information can be found, the customer can be advised to wait patiently. If the customer still has not received the package after more than 40 days, the customer can go to the local express company to inquire, because the logistics information of air parcels sent from some countries will not be updated after arriving abroad. If it still does not work, the customer should negotiate a solution, and the usual way to deal with it is to resend or refund.
When customers are not satisfied with the goods after receiving the package, you can ask them to take a few high-definition pictures. If there is indeed a problem with the goods, you can re-ship or refund them.
When customers receive the package and find that the quantity of goods is insufficient, you should ask the sorting staff to confirm the package information and check the delivery information. If there is a problem, you can suggest to re-ship the goods in the customer’s next order, which can reduce the express delivery cost.
When the package is rejected, you should contact the customer in time and choose to refund or re-ship according to the delivery cost.
Sometimes customers forget to give comments in time after receiving the goods. At this time, the seller should contact the customer in time and let the customer give good comments as much as possible.
Periodically spot check the packages to verify whether the staff has delivered the goods according to the requirements.