When encountering disputes during the transaction process on AliExpress, if the seller hopes to avoid disputes, the first thing to consider is to actively contact and confirm with the customer. When the customer reports transaction doubts, the customer service staff should respond in a timely manner and negotiate with the customer in a friendly manner to effectively help solve the customer’s questions or concerns. This can largely solve potential disputes in advance and prevent disputes from arising. Of course, it is inevitable that the two parties cannot communicate and negotiate, and the subsequent disputes will escalate to the platform. The platform will intervene to deal with it, which is something the seller does not want to see. If the customer files a refund application during the transaction, it enters the dispute stage.
Dispute handling skills
Once a dispute escalates to the platform, the customer may submit the content of the communication with the customer service staff, related photos and other information to the platform. Therefore, the customer service staff needs to have certain strategies and skills in this process to protect the rights and interests of the seller and the store and minimize the losses.
(1) Put yourself in the customer’s shoes and solve the problem together. The customer service template for dispute handling thinks about the problem from the customer’s perspective and solves the problem together when it occurs, instead of only considering the interests of the store itself. Because no one wants to suffer losses for no reason, including overseas customers. Moreover, customers who shop on the AliExpress platform are attracted by the price-performance ratio and attach great importance to losses. Therefore, sellers can try to minimize the losses suffered by customers within a certain range, which can win more opportunities for themselves in the future. Sometimes, a dispute can be resolved and the seller can become friends with the customer, and even bring in a large number of traffic and customers.
(2) Effective communication wins opportunities
First, respond in a timely manner. When customers are dissatisfied, sellers should respond immediately and negotiate with customers in a friendly manner. If customers have not received the goods for a long time, sellers can re-ship the goods to customers or use other solutions within their tolerance. If customers are dissatisfied with the quality, size, color, etc. of the goods, sellers can negotiate with customers to give certain coupons, compensation or other solutions within their tolerance. It is important to consider solutions in advance.
It is necessary to have certain communication skills. When customer service staff communicate with customers, they should pay attention to the psychological changes of customers. When customers are dissatisfied, they should try to guide customers in the direction of retaining the order, and at the same time meet some of the customer’s requirements; when customers request a refund, they should try to guide customers to a partial refund and avoid a full refund or return. Strive to ensure that even if the goods cannot satisfy the customer 100%, the attitude should be impeccable to the customer.
(3) Keep evidence to reduce losses
All valid information in the transaction process should be preserved. Once a dispute arises, these are all evidences, which can help the seller explain the problem and reduce losses when Ping An intervenes in the arbitration. If the transaction process can be timely and sufficient, and the relevant information can be provided to the customer for negotiation or to the AliExpress platform for arbitration, it will be reasonable and well-founded, reducing unnecessary losses.