When doing cross-border e-commerce, it is inevitable to receive complaints from buyers. For buyers’ complaints, sellers must first find out the reason for the customer’s complaint, whether it is because of product quality problems, product damage or logistics problems. Then they must negotiate with the buyers in a sincere manner so that the dispute can be satisfactorily resolved and reduce the cost of the complaint. The negative impact that disputes have on themselves.
1. The product has been sent, but the buyer said he did not receive it
There are many reasons for this phenomenon. The seller should find out the reasons in time and provide the buyer with reasonable solutions and do our best to alleviate buyer dissatisfaction.
(1) Logistics tracking is not possible
In order to save costs, some sellers use air parcels and usually do not register them, which makes it impossible for sellers to deliver the goods to the freight forwarder. With logistics tracking, sellers cannot be sure whether the goods have been delivered to the buyer.
In response to this situation where logistics tracking cannot be carried out and the buyer complains that the goods have not been received, the seller can try the following two methods to solve the problem:
(2) Tell the buyer to send the goods Let buyers know the delivery time and delivery time
Sellers should find out the delivery time and check the average time it takes for the goods to reach the buyer’s location. If the delivery time of the goods has not exceeded the average time to reach the destination, the seller can inform the buyer of the logistics information in detail, including the logistics method used, delivery time and logistics timeliness, etc., so that the buyer has an idea of the logistics transportation of the goods. , this can enhance the buyer’s sense of security, and they will also be willing to wait a few more days
(3) Delay euphemistically for a few days. If the transportation time of the goods has exceeded the time limit specified by the logistics, and the buyer reports If the goods are not received, the seller can try to delay the time. For example, tell the buyer that he hopes to wait for two more days. If the goods are not received after two days, he can resend another one. This can buy him some more time. In many cases, the package It can be delivered within these two days.
(4) The package shows that the package has been signed for, but the buyer says that the goods have not been received.
Sometimes the seller will also encounter a situation where the logistics tracking shows that the package has been signed for, but the buyer still says that it has not been received. Arrival condition.
In this case, the seller must first check whether the package delivery address is correct. After confirming that the address is correct, the seller must check again whether the name of the package recipient is consistent with the name on the order. If the name of the signer is inconsistent with the name on the order, the seller can send a screenshot to the buyer to confirm the identity of the signer and whether it is the buyer’s friend, colleague or relative who signed for the order.
(5) The package is returned
If the delivery address provided by the buyer is not detailed or correct, the package may be returned due to unsuccessful delivery. Therefore, after the seller sends the goods, it is best to always pay attention to the logistics and transportation of the goods. Once the package delivery fails, the buyer must be notified in time, first to stabilize the buyer’s mood, and then to propose effective plans to help the buyer solve the problem. For example, tell the buyer the courier tracking number and ask the buyer to contact the local courier company to help check the parcel logistics information; if the seller sends EMS, the seller can send an email to the buyer and inform the buyer of the parcel tracking number, so that the buyer can Go to your local post office and pick up your order yourself. In the email, explain to the buyer that the reason why the package delivery was unsuccessful was because the address was not detailed or incorrect, so that the package may not be returned by the buyer, thereby helping the seller reduce losses.
2. The buyer complains about quality problems after receiving the goods
In this case, the seller must first determine the true condition of the goods, and then make complaints to the buyer based on the specific reasons. Targeted solutions.
(1) Confirm that the goods are in good condition before delivery
The seller checks and confirms that there is no problem with the quality of the goods before delivery, but the buyer complains about the quality of the goods after receiving the goods There is a problem. At this time, the seller should ask the buyer where the quality problem of the product lies: the product cannot be used normally, the product is damaged, or the buyer does not know how to use the product… This way to clarify the reason Only then can we prescribe the right medicine and provide buyers with reasonable solutions.
After the problem is solved, the seller can provide some discounts to the buyers appropriately, such as providing a certain discount on the next visit, or giving small gifts, etc. This can not only stimulate the buyers to repurchase again, but also Can leave a good service impression on buyers.
(2) The product is defective
Sometimes the seller does not check whether the product is in good condition before shipping, and it is later confirmed that the product is indeed defective. In this case, the seller should contact the buyer in time, try to win the buyer’s understanding, and propose one or two solutions for the buyer to choose, such as providing the buyer with a certain amount of compensation, or re-shipping to the buyer. A commodity etc.
(3) The buyer is dissatisfied with the quality of the product
The seller confirms that there is no quality problem with the product and the package is not damaged, but the buyer is dissatisfied and wants to leave a negative review or complaint.
At this time, the seller should contact the buyer in a timely manner, sincerely express his apology, and tell the buyer that in order to improve the goods and services, he hopes that the other party can explain in detail the reasons for the defective goods and attach photos. In order to thank the buyer for their cooperation, the buyer can be provided with corresponding compensation, such as a certain amount of refund, or a certain discount for repurchase. This can not only ease the buyer’s mood, but also find out what problems there are with the product, provide experience for future operations, and avoid making the same mistake again.