Since you want to sell products, you definitely need to do after-sales service. To do after-sales service, you must learn to deal with disputes. If we don’t know the dispute rules, we won’t be able to provide good after-sales service. Rules are dead, but after-sales can be living. The best way to do after-sales is to be mutually beneficial to both parties and communicate in a friendly manner to solve problems.
Before introducing how to do after-sales service, let’s take a look at the official dispute rules of “AliExpress”.
After the seller ships the goods and fills out the delivery notice, if the buyer does not receive the goods or is not satisfied with the goods received, he can apply for a refund 5 days after the seller has shipped all the goods (if the seller sets a time limit If the delivery time is less than 5 days, the buyer can apply for a refund immediately after the seller has shipped all the goods). A dispute will be generated when the buyer submits a refund application.
When the buyer submits or modifies the dispute, the seller must “accept” or “reject” the buyer’s refund application within 5 days, otherwise the order will be executed based on the refund amount proposed by the buyer.
If the buyer and seller reach an agreement through negotiation, the refund agreement reached by both parties will be followed; if an agreement cannot be reached, it will be submitted to AliExpress for ruling.
1. After the seller rejects the refund application, the buyer can submit it to “AliExpress” for ruling;
2. If the buyer first files a refund application within 15 days If the refund agreement cannot be reached with the seller within 16 days, and the buyer does not cancel the dispute, the system will automatically submit it to “AliExpress” for dispute resolution on the 16th day;
3. If the buyer files a refund If the reason for payment application is “goods in transit”, the system will automatically submit it to AliExpress for ruling based on the time limit.
For disputes, in order to improve buyer experience and confidence in the global “AliExpress” platform and platform sellers, global “AliExpress” encourages sellers to actively negotiate with buyers, reach an agreement as early as possible, and minimize The intermediary of global “AliExpress”; if the dispute is submitted to “AliExpress”, “AliExpress” will make a one-time ruling based on the evidence provided by both parties, and the seller agrees to accept the ruling of “AliExpress”; and, if “AliExpress” finds that the seller has violated regulations and will punish the seller at the same time.
Within 2 working days after the dispute is submitted to “AliExpress” for dispute resolution, “AliExpress” will intervene.
If the buyer and seller reach a refund agreement and the buyer agrees to return the goods, the buyer should complete the return shipment and fill in the delivery notice within 10 days after reaching the refund agreement, and the global “AliExpress” will press The following situations will be handled:
1. If the buyer fails to fill in the delivery notice within 10 days, the refund process will be ended and the transaction will be completed;
2. The buyer will fill in the delivery notice within 10 days. Notify and the seller confirms receipt of the goods within 30 days, and “AliExpress” executes according to the refund agreement;
3. The buyer fills in the delivery notice within 10 days, and the seller does not confirm receipt of the goods within 30 days and the seller does not propose In case of disputes, “AliExpress” will implement the refund agreement in accordance with the refund agreement;
4. Within 30 days after the buyer returns the goods and fills in the return information, if the seller does not receive the return or the goods received are not the correct version, , sellers can also submit to AliExpress for dispute resolution.
The above dispute rules tell us how to handle refund applications from buyers. We can think about why buyers apply for refunds? It is very likely that the buyer is not satisfied with the product, or the goods do not match the description, or there is a problem with the logistics process, etc. If the buyer raises a dispute due to a certain problem, he will not only ask for a refund, but also give a negative review. Once a store has many disputes and negative reviews, it will affect the store’s DSR score and buyer’s bad experience rate, etc. This will have a great impact on the store, and there will be almost no store exposure and traffic, so everyone must Follow the rules and be a good seller with integrity.
Only by doing business with integrity can we build business bit by bit, buyers will give us good reviews, and the dispute rate in the store will be reduced. Such a store is an excellent store and can get more exposure opportunities. . Don’t worry if you encounter a dispute, it is inevitable. As long as you communicate and negotiate with the buyer in a friendly manner, I believe you can get a good solution. In fact, after receiving the order, it does not end with shipping. If you take care of the store carefully, you will definitely notice many details. As the saying goes, “Details determine success or failure.”
Careful sellers will inform buyers that they have shipped the goods after delivering the goods, and thank the buyers for supporting our store. This way the buyer will feel that we care about him and have a good impression of our service from the very beginning. At the same time, this also avoids disputes that may occur later. Buyers must respond promptly when communicating with us. No one has the patience to wait that long. This is the best time to establish a good customer relationship. You can chat with buyers about products, life, or topics that the buyer is interested in, so that the buyer will understand and trust us better. After the buyer receives the goods later, when we remind the buyer to leave a review, the chance of giving us a favorable review will be greater, and he is also likely to become a repeat customer. Selling is like falling in love. Our efforts to the buyer will always get the rewards we deserve.
Don’t think the after-sales service is complicated, and don’t feel any psychological pressure. Just treat the buyer as your friend. When a friend comes to buy something from us, we will definitely give him the best product. And it will be packaged very firmly for fear of damaging the product. Maybe we will pay more for our friends. When the goods are shipped, you will definitely tell your friends and thank them. By the way, you can also chat and enhance friendship. How relaxing and pleasant, isn’t it? If the goods sent to a friend have not arrived for several days, I will also know the specific situation of the express delivery, tell the friend the reason and explain when it will be delivered. If friends say there is a problem with the product, they will negotiate with each other to properly resolve it.
We can serve our friends and those closest to us so well, why can’t we also serve buyers? As long as you do something with your heart, you will definitely know how to solve it. The most important thing in dealing with disputes is to learn to communicate.