In the vast ocean of e-commerce, Taobao Jingya merchants are like shining stars, bringing consumers a rich variety of goods and services. However, after-sales service is like a lighthouse on the route, guiding merchants to provide consumers with reliable support and protection in the later stage of the transaction. So, what after-sales processing solutions should Taobao Jingya merchants master?
1. Complaints about infringement of rights & false complaints
Daily prevention and control: Suppliers and anchor stores use their own real pictures, and do not steal official flags and official website pictures;
Processing plan: Submit the delivery certificate according to the Yuque document, and the connection will be deleted after the complaint is successful, without punishment.
2. Complaint or punishment for delayed delivery.
Daily prevention and control: Suppliers and anchor stores connect the delivery time and set the freight template, assuming that spot pre-orders are mixed for sales (anchor stores must set the pre-order template in advance, and the pre-order connection must convert the pre-order template);
Processing plan: If there is a delay in delivery, please take the initiative to contact the anchor store to inform the accurate delivery time, and give the anchor-related customers a compensation plan.
3. For consumers who are allergic to or have important questions about the product
Daily prevention and control: Prepare for the speech in advance and explain to consumers that some allergies are not the product itself, but personal skin problems. For serious allergies, it is recommended that consumers go to the hospital for examination.
Handling plan: In this case, the supplier should cooperate with the promoter to do a good job in after-sales work and meet the reasonable needs of users. The negotiation cannot be based on the responsibility of the platform. If the return application is judged, the supplier will bear the loss and arrange the return application.
4. Bonded goods do not support 7-day unconditional return, and consumers can apply for return within 7 days without reason.
Daily prevention and control: Before the store distributes, it must be determined to uncheck the 7-day unconditional return at the front desk;
Handling plan:
If there is no inspection, if there is no reason to return the goods to the user, the customer has no responsibility, so the goods must be returned. In this case, the distribution store will bear the loss. (The goods are returned to the supplier and the distribution store bears the tax)
If it has been inspected, the distribution store and the consumer can deduct taxes harmoniously. If the agreement is inconsistent, the customer will initiate a rights protection refund. If you decide to apply for a return, the supplier will bear the loss in this case.
5. The customer exceeds the personal quota of cross-border e-commerce and the goods cannot be shipped. The customer initiates a complaint, resulting in compensation from the store.
Daily prevention and control: In this case, please communicate with the consumer first and inform the individual that the amount can be viewed on the “Palm Customs” APP;
Handling plan: In this case, you can collect the complete information and feedback to the Xiaoer who connects the industry for processing.
6. Customer complaints about counterfeit goods
Daily prevention and control: When encountering after-sales service for customers who sell counterfeit goods, the supplier cooperates with the promoter to provide qualification links and customs declaration forms as evidence;
Handling plan: Appeal according to the Yuque document, and the complaint will not be judged as counterfeit after a successful complaint.
In e-commerce, Taobao Jingya merchants are shining. In order to protect the rights and interests of consumers, merchants should master and implement a series of after-sales processing plans to ensure that consumers receive reliable support and protection.