As an international platform, Cdiscount provides users with a convenient shopping experience and diverse choices. As a seller, understanding Cdiscount’s order processing and delivery process is essential to smoothly implement sales and meet customer needs.
Cdiscount’s order delivery process is mainly divided into two parts: order processing and after-sales consultation and return and exchange.
The first part is to process order delivery. On Cdiscount, sellers have 48 hours to confirm the order, otherwise the order will be automatically canceled. In order to maintain the order acceptance rate and avoid the order commission being non-refundable, try to avoid rejecting orders. If you are on vacation and cannot accept orders and deliver, you can switch your Cdiscount store to vacation mode to suspend order acceptance and delivery. After confirming the order, Cdiscount will deduct the payment from the customer and send you a second email with the customer’s shipping address and contact information. If you have sufficient inventory, you can also choose to automatically confirm all orders.
Order delivery involves logistics. If the customer chooses regular mail, you only need to confirm the delivery. However, if the value of your product exceeds 15 euros, or the customer chooses delivery with tracking number, you need to fill in the tracking number information. When selecting a logistics provider, please make sure to select a suitable logistics provider in the list. If it is not in the list, you need to manually fill in the name of the logistics provider and fill in the required tracking number. The tracking link is optional. Make sure to fill in the correct tracking link to ensure that the order can be delivered normally. When the seller selects a logistics provider in the logistics provider list, Cdiscount will send the default logistics tracking website link of the logistics provider to the buyer and the seller. Please note that once the order tracking information is submitted, it cannot be modified.
For bulk shipping, you can select the orders to be shipped in the filter on the order homepage, then select these orders and click the Ship button for bulk shipment. If you need to fill in the tracking number, please download and upload the EXCEL table. Please note that only one page of orders can be confirmed in batches at a time, and the logistics information cannot be modified after submission.
The second part, after-sales consultation and return and exchange. Cdiscount’s after-sales consultation and return and exchange are divided into two types: product consultation and order consultation. Product consultation refers to the consultation made by customers on the details of your products. You need to answer in French within 48 hours and choose to close after answering. Order consultation refers to the specific inquiry of customers about the order. You need to reply to the buyer in French within 48 hours (preferably within 24 hours). If you do not respond for more than 48 hours or the buyer is not satisfied with your response, the inquiry will be escalated to a dispute.
In terms of handling returns and exchanges, if a customer cancels an order before you accept it, the system will automatically cancel it and you will not see any order record. However, if a customer asks to cancel the order after you have received the order or shipped it, you can choose to accept or reject the request. In this case, the commission will be refunded to you. If a customer asks to return the order after it arrives, you need to respond within 48 hours and provide one of the following three options to ensure the buyer’s shopping experience:
Provide a return address in France.
If a return to a country other than France is required, you need to provide the buyer with a prepaid return label.
Give the buyer a full refund (including shipping costs) without asking the buyer to return the product.
As an international platform, Cdiscount provides a flexible return policy to meet the needs of buyers and ensure their satisfactory shopping experience.
Cdiscount attaches great importance to after-sales service and regards order consultation and return and exchange processing as key processes. Order inquiries are detailed inquiries from buyers about their orders. You need to reply to buyers in French in a timely manner and give them a satisfactory answer within 48 hours (preferably within 24 hours). If you do not reply for more than 48 hours or the buyer is not satisfied with your response, the inquiry will be escalated to a dispute. In order to ensure that buyers have a more comprehensive understanding of your products, product inquiries are also very important, which refers to inquiries from buyers about the details of your products. You should reply in French within 48 hours and choose to close the inquiry after answering.
When buyers want to return or exchange goods, you need to respond in time and provide appropriate services. If the reason for the return is not the buyer’s fault (such as product differences, size errors, product defects, etc.) or the buyer wants to exercise the right of unconditional return and exchange, as a seller, you need to provide one of the following three service options to ensure buyer satisfaction:
Provide a return address in France to facilitate buyers to return the goods to your logistics center.
If the buyer needs to return the goods to a country outside of France, you need to provide a prepaid return label to facilitate the buyer to return the goods.
Provide a full refund (including shipping costs) without the buyer returning the goods.
The purpose of these three service options is to ensure that buyers can handle returns and exchanges quickly and conveniently, and receive corresponding support no matter where they are. Cdiscount attaches great importance to the shopping experience of buyers, so sellers need to actively cooperate and provide the best after-sales service.
In summary, as a seller operating a store on the Cdiscount platform, you need to be familiar with the order delivery process and after-sales consultation and return and exchange policy. Maintaining good communication and timely responses, ensuring that orders are processed on time and providing satisfactory after-sales service can help you succeed on Cdiscount and gain more cdiscount store purchases and buyers’ praise.