With the development of the Internet and logistics technology, more and more people are choosing to buy global goods on cross-border platforms. However, for e-commerce sellers, there are always consumers who will request returns. Whether it is domestic e-commerce or international e-commerce, returns cannot be avoided.
First of all, understand the reasons why consumers request returns.
It may be due to the consumer’s reasons: 1. Buying the wrong product; 2. Filling in the address incorrectly; 3. No longer wanting it. Or it may be due to the seller’s reasons: 1. The delivery time is too late; 2. Not satisfied with the products and services we provide;
Secondly, after the consumer receives the product and decides to return it, Select return on the cross-border e-commerce platform and submit the application. The specific reason for the need to return the product must be stated on the application form. After receiving the consumer’s application, the platform will provide feedback to the seller. Once the seller agrees to the application, the buyer and seller can negotiate and resolve the return process.
If the seller does not agree, the platform will need to intervene. Cross-border e-commerce platforms will coordinate and process according to relevant regulations. If the products sold are fresh products and the sales page has clearly stipulated that returns are not supported, returns are generally not allowed. According to the processing results of the platform, the process can be carried out.
After that, enter the negotiation processing stage. Generally speaking, there are two types of returns and refunds filed by consumers: One is to apply for return and refund when the goods have not been received. The second is to apply for a return if you are not satisfied after receiving the goods.
If the goods have not been received and the seller has not shipped the goods, you can apply for a refund. However, if the goods have been shipped, you need to contact the consumer by email and ask him to wait for the goods after receiving the goods. , and then apply for a return; if the goods have been received, the seller must give the consumer a delivery address and wait for the consumer to return the goods without affecting secondary sales. Consumers also need to fill in the return order number after delivery. After completing the filling, they need to wait for the seller to confirm that the goods are correct, then confirm on the platform, and the corresponding money will be returned to the consumer. If the seller does not confirm in time, the e-commerce platform will automatically return the funds to the consumer after a certain period.