When there is a sale, there will be after-sales service. Let’s talk about the after-sales service of AliExpress.
1. Reasons for after-sales service
Main reasons include logistics, products, buyers, etc.
2. Logistics reasons
1) The logistics promise is to arrive within a limited time;
2) The transportation time is long, but it is within the logistics promise time;
3) The logistics shows that the delivery failed and the item is returned.
3. Product problems
1) The product is damaged/scratched during transportation;
2) The ordered product is under-delivered/missed;
3) The product itself has quality problems;
4) The product function description does not match;
5) It does not meet the expected standards of the seller;
6) The product is damaged during the order protection period;
7) The product is damaged after the order protector is passed.
Four. Reasons caused by buyers
1) Wrong recipient/delivery address, resulting in return;
2) Customs inspection/detention, unwilling to pay taxes and fees;
3) Failure in customs clearance, non-cooperation;
4) Failure to pick up the room after the deadline, resulting in return;
5) Refusal to accept, resulting in return.
Five. What is AliExpress After-sales Treasure?
With the development of online shopping, the requirements for product quality and after-sales service are constantly improving. The platform better creates buyer experience and frees up more time for sellers to control product quality and selection. Therefore, the platform launches certain after-sales service support, and orders placed in related categories will handle disputes.
Six. AliExpress disputes handled by the After-sales Treasure platform
How to filter orders?
Click the “After-sales Treasure Platform Handling” button in “Transaction-Refund and Dispute” to view the orders handled by your After-sales Treasure platform.
VII. After-sales dispute resolution
1. Properly handle disputes, know yourself and the enemy, and you will never be defeated;
2. Understand the advantages and disadvantages of the store operation;
3. Understand the buyer’s motivation and real purpose for raising disputes, think about the problem from the buyer’s perspective to find a real solution;
4. In the process of handling disputes, you must pay attention to details, and handle disputes in a timely, polite, professional, and enthusiastic manner, and process the disputes.
8. Dealing with disputes;
1. Avoid disputes as much as possible and do not blindly beautify products. If there are defects or deficiencies, it is best to have clear pictures or product descriptions;
2. Logistics issues are like spilled water and cannot be controlled. One way is to mark how long the courier will take to arrive, and the second way is to promptly inform customers of shipping reminders;
3. Timely communication, proactive communication, shipping reminders, and passive communication;
Whether online or offline, after-sales issues are involved. AliExpress’ after-sales issues are well targeted and solved from the source. We refuse to let logistics and customer service rot. This will greatly increase the sales of our store. Although beautifying photos and stunning words are important, we must also proceed from the actual situation of the product!
Summary:
1. Logistics solution time, package packaging issues;
2. Customer service replies need to be polite and courteous;
3. Timely communication, do not slack off;
4. Choosing a product means trusting the seller, and communication is the first priority if there is any problem;
5. If the seller wants to avoid disputes, he should solve them in the product itself, select products and control product quality;