Tmall Global is a cross-border e-commerce platform under Alibaba Group, dedicated to providing high-quality overseas products and services to consumers around the world. In order to ensure smooth transactions between buyers and sellers, Tmall Global has formulated a series of after-sales rules and handling skills to protect the rights and interests of both parties. This article will introduce some common Tmall Global after-sales rules and handling skills.
1. After-sales guarantee
Tmall Global platform provides after-sales guarantee services, including return, exchange and refund options. Buyers can choose appropriate after-sales services according to actual conditions. Within 15 days after purchasing the goods, buyers can initiate an application for return without reason, and must ensure that the goods have not been used, the packaging is intact and does not affect the secondary sale. At the same time, some products support exchange services, which must be initiated within 7 days after receiving the goods, and the goods must be ensured to be unused and the packaging is intact. If the product has quality problems or does not match the description, the buyer can initiate a refund application and must provide relevant evidence, such as product pictures, videos or test reports.
2. Return policy
Tmall Global platform has a return policy that stipulates the time range, conditions and requirements for buyers to return goods. Sellers need to understand and comply with these regulations and provide corresponding return services. Generally speaking, buyers should initiate a return application within 7 days after receiving the goods, and the goods should remain unused and well packaged. Sellers should process refunds within 7 days after receiving the returned goods. In addition, sellers need to bear the shipping costs of returns unless the goods have quality problems or do not match the description.
III. After-sales communication
Timely, friendly and effective communication with buyers is the core of handling after-sales issues. Sellers should reply to buyers’ messages as soon as possible, understand and handle buyers’ problems and needs. In communication, sellers should be patient and polite, actively handle buyers’ problems, and provide reasonable solutions. If buyers are not satisfied with after-sales service, they can apply for Tmall International customer service to intervene, and the platform will arbitrate according to relevant rules and evidence.
IV. Handling disputes
If after-sales disputes arise, it is recommended that sellers take a positive attitude and actively negotiate and handle them with buyers. Sellers can provide reasonable solutions, such as refunds, compensation or replacement products, to maintain buyer satisfaction. If the two parties cannot reach an agreement, the buyer can complain to the Tmall International platform, and the platform will intervene in the investigation and handle it according to relevant rules. When dealing with disputes, sellers should remain calm and avoid emotional responses to avoid exacerbating conflicts.
V. After-sales records and vouchers
When dealing with after-sales issues, sellers should keep relevant after-sales records and vouchers, such as return express order numbers, refund vouchers, etc. This helps to track the after-sales process and prove the effectiveness of after-sales processing. At the same time, sellers should also ask buyers to provide relevant evidence, such as product pictures, videos or test reports, etc., in order to better handle the problem.
Six. After-sales evaluation
Buyers can evaluate and give feedback on after-sales service. Sellers should attach importance to buyers’ evaluations and provide high-quality after-sales services as much as possible to obtain good evaluations and reputation. Good after-sales evaluations can improve the store’s credibility and conversion rate, which is crucial to the long-term development of sellers.
Seven. After-sales improvement
By analyzing after-sales problems and feedback, sellers can continuously improve the after-sales service process and quality, and improve the efficiency of after-sales processing and buyer satisfaction. Sellers can review after-sales data regularly to find out the root cause of the problem and take corresponding improvement measures. At the same time, sellers can also refer to the after-sales service experience of other excellent stores to continuously improve their after-sales service level.
Tmall Global’s after-sales rules and handling skills are designed to protect the rights and interests of buyers and sellers and promote the smooth progress of transactions. Sellers need to understand and comply with relevant regulations and provide high-quality after-sales service to improve buyer satisfaction and loyalty. Through good after-sales service, sellers can win the trust and reputation of buyers and lay a solid foundation for the long-term development of the store.