By increasing product exposure and store ranking, the traffic and popularity of attention will also increase accordingly. This is what cross-border sellers want to see. Many times, all the efforts and hard work of the seller may be “in vain” due to disputes initiated by one or several buyers. In order to avoid the above problems, sellers need to accurately grasp the relevant dispute resolution principles on the AliExpress platform and improve store operation capabilities.
Dispute rate, adjudication filing rate and seller liability adjudication rate are the three key indicators for measuring dispute resolution on the AliExpress platform, which respectively correspond to dispute initiation, appeal process and adjudication and punishment of seller responsibility. The AliExpress platform has binding assessment indicators for both parties in the cross-border transaction process. Among them, the focus is on the last two assessment indicators, which are key indicators for AliExpress platform assessment and measurement of sellers’ operating capabilities, product selection capabilities and after-sales processing capabilities.
Currently, the seller responsibility assessment rate has been included in the graded assessment indicators of the AliExpress platform. It is a key indicator that affects store performance. Sellers need to focus on this indicator. At the same time, if the rate of disputes submitted by sellers to the platform for adjudication is too high, the corresponding penalties will be more severe.
Specifically, the principle of handling disputes on the AliExpress platform is that both parties to the transaction communicate and resolve independently. When the two parties are unable to continue negotiation, the platform will intervene to help the parties to negotiate and resolve. This also means that cross-border sellers must maintain close communication with buyers based on real-time progress data of orders. Timeliness is a key factor in ensuring service.
According to the relevant procedures for handling disputes on the AliExpress platform, sellers need to focus on two critical periods. The first critical period is from the 4th to the 15th day after the buyer first files a refund application. During this period, if the buyer and seller cannot reach an agreement, the buyer can submit it to the platform for ruling. The second critical period is from the first time the buyer files a refund application to the 16th day. During this period, if the seller fails to reach a refund agreement with the buyer, and the buyer does not cancel the refund application or submit it to the platform for adjudication, the system will automatically submit it to the platform. If you want to avoid adjudication, you need to seize these two critical periods, actively communicate with buyers, understand the buyers’ “needs” for filing disputes, and quickly handle and resolve disputes.
For cross-border sellers, the most effective way to resolve disputes is not to resolve them, but to accurately prevent them. Only by integrating the thinking of preventing disputes throughout the entire operation and management process can sellers maintain “close” contact with buyers in the four processes before shipment, during shipment, during transportation, and after delivery, and make a difference and properly Handle disputes well.