(1) Confirming order information
After receiving an order from a buyer, the seller should try to send a message to the buyer to confirm the order information, including the product information in the order and the buyer’s delivery address information, and inform the buyer that if there is any objection, he must reply within a specified time, otherwise the goods will be shipped according to the order. This will remind the buyer to check the order and delivery information again. On the other hand, the seller can confirm the information with the buyer in advance so that the buyer has evidence when he raises a dispute.
For orders with order messages (or order notes), the seller must confirm the information with the buyer again in the order message before arranging the shipment.
(2) Preventing disputes during shipment
(3) Preventing disputes by tracking logistics
(4) Preventing disputes by timely communication
If a dispute is received from a buyer, the seller should reply to the buyer in a timely manner, appease the buyer’s emotions, and apologize for the inconvenience caused. The seller should also inform the buyer that it has begun to investigate the order and will seriously deal with the dispute, and hope that the buyer will give it time. At the same time, the buyer should be prompted to provide information related to the dispute to improve communication efficiency.
Due to the time limit for disputes and the time difference between sellers and buyers, it is often difficult to contact buyers in time. This requires sellers to try to choose a time when buyers are likely to be online for communication with disputed orders. If necessary, they can send text messages or phone calls to remind buyers to go online to assist in resolving disputes.
(5) Adjust the attitude towards resolving disputes
Sellers need to remain calm when encountering disputes. First, they should contact buyers to understand the situation and appease them, informing them that they are seriously investigating and handling the dispute, and letting them know the seller’s attitude. For disputes, sellers can actively communicate and propose reasonable solutions, striving to achieve “even if the goods cannot satisfy the buyer, the attitude must be impeccable to the buyer.”
(6) Pay attention to the communication method
When it comes to disputed orders, it is recommended that sellers communicate with buyers through order messages and internal messages, especially to confirm and negotiate important information. Using order messages and internal messages to communicate can not only make the information exchange between buyers and sellers clearer and more accurate, but also leave evidence of the communication, which is conducive to the later dispute resolution. Moreover, these two types of communication records can also be used as evidence in the dispute process. In addition, AliExpress sellers should always pay attention to the information in the “Message Center” and keep the Trade Manager online. Otherwise, buyers will easily lose their patience and sellers may miss the opportunity to communicate with buyers.
(7) Pay attention to the communication time
Due to the time difference, sellers will find that most overseas buyers are not online during the daily working hours (08:00-17:00 Beijing time) and order messages and internal messages are rarely replied during this period. Of course, even if overseas buyers are not online, sellers can still contact buyers through messages. However, it is recommended that sellers try to contact buyers when they are online. This means that sellers should learn to contact buyers at night because buyers are most likely to be online at this time and the communication effect will be better.
(8) Learn to analyze buyers
On the one hand, sellers should understand the customs and taboos of the buyer’s location and the language and cultural habits of different countries or regions so as to narrow the distance during communication and respond to buyers in a targeted manner. On the other hand, sellers should learn to judge the buyer’s personality and temper from the buyer’s writing style. For example, if the buyer uses concise language, it can be judged that his work style may be straightforward or vigorous, and he does not like to drag things out. The seller can actively adjust the communication method according to the buyer’s personality and temperament, which can effectively promote the smooth progress of both parties.
The above aspects can not only allow the seller to grasp the transaction trends in a timely manner, but also make the buyer feel that the seller attaches importance to them, promote trust and cooperation between the two parties, and thus improve the buyer’s shopping satisfaction. In addition, when problems or disputes arise, the seller can also handle them in a timely and proper manner.