Dispute resolution cases involving goods not matching descriptions:
(1) Case: Amazon seller successfully resolves dispute
A customer ordered a pair of women’s leather shoes on Amazon. After receiving the shoes, she found that the color was wrong and therefore complained to the seller.
(2) Case analysis and communication template
In this case, the cross-border customer service staff contacted the customer immediately after receiving the complaint. After verifying the complaint, the cross-border seller proposed two solutions for the customer to choose from. The dispute was resolved very appropriately and the customer was very satisfied. In this case, the email sent by the cross-border customer service staff can be used as a communication template for dealing with such issues. The content of the email and its translation are as follows.
Sample
Dear customer,
Thank you for the evidence you have provided. We’re really sorry that we failed to check out the problem and we would pay more attention to it. We would like to offer you some options as below that will help resolve this case as soon as possible.
(1)You can keep the items and we will be happy to offer you a partial refund XX USD(The specific amount depends on the specific situation).
(2)You can return all the items to us, and we can then provide you with a replacement of your items or a full refund.
Please let us know which option you would prefer.
Thank you!
( Your name )
Reference Translation:
Dear customer,
Thank you for the evidence you have provided. We’re really sorry that we failed to check out the problem and we would pay more attention to it. We would like to offer you some options as below that will help resolve this case as soon as possible.
(1)You can keep the items and we will be happy to offer you a partial refund XX USD(The specific amount depends on the specific situation).
(2)You can return all the items to us, and we can then provide you with a replacement of your items or a full refund.
Please let us know which option you would prefer.
(1) You can keep the goods and we will give you a partial refund: XX USD. (The specific amount depends on the specific situation).
(2) You can return all the goods to me and we will give you a replacement or a full refund.
Please let me know which option you prefer.
Thank you!
(Your name)