Whether you are a novice seller or an old hand, you will encounter buyer disputes. The disputes raised by AliExpress buyers are usually divided into two categories: goods not matching the description and goods not received. Among them, the “goods not matching the description” dispute is caused by logistics or service problems: the waybill number is invalid, the delivery address is incorrect, the logistics is not on time, the customs is detained, and the package is returned for unknown reasons. The dispute processing time is as long as 30 days. If you are not careful, it will cause customer dissatisfaction, increase the store’s negative review rate and reduce the store’s service score. So how can AliExpress sellers avoid disputes about goods not being received?
First of all, the “goods not received” disputes that each store often encounters are different. Sellers need to reverse the reasons for the frequent disputes in their own store, and find out which link in the service chain is not doing well, and give a precise attack after finding the root cause. If you give a random solution, it will not only waste the manager of the operation staff, but also make the order collection cycle longer, affecting the store’s transaction data and service rating data. According to the high-frequency reasons of the entire network platform, this article summarizes the following lightning avoidance methods. Please reflect on each point and make corrections if necessary.
1. Carefully select logistics companies
If conditions permit, be sure to choose a diversified logistics combination. According to the freight speed of logistics companies in different regions, help stores build fast logistics capabilities. For foreign buyers, not receiving goods news or not being able to view the latest logistics news in real time is extremely a test of patience. If you want to ask AliExpress sellers how to avoid disputes over non-receipt of goods, first ask yourself whether you have matched the most convenient courier company for local consumers. This can also effectively ensure the transportation timeliness and reduce the occurrence rate of “non-receipt of goods” disputes.
2. Improve communication effectiveness
Try to choose customer service staff with empathy and communication skills. If the logistics is delayed due to objective reasons, but the customer service staff does not inform the customer in time, let alone give the corresponding emotional value and solution, it is no wonder that the customer will be angry. There are indeed many unstable factors in overseas shopping. Most overseas customers understand some emergencies. At this stage, buyers must understand that it is not the subjective reasons of the seller that lead to poor service. Even if you cannot help customers solve their problems immediately, you must ensure that they have a good experience.