In foreign trade transactions, risks and traps are everywhere. Preventing foreign trade traps is a problem that every cross-border e-commerce practitioner must face and solve. As a new seller, you first need to understand the types of trade fraud and complaints, and then learn how to deal with trade complaints. Of course, the most important thing is to learn how to avoid trade complaints and fraud.
1. Types of cross-border e-commerce fraud.
Cross-border e-commerce fraud types include two-party fraud and three-party fraud:
(1) Two-party fraud is relatively easy to understand. One party, for the purpose of illegal possession, deceives the other party’s trust by fabricating facts or concealing the truth, and then makes the other party pay for the goods or send the goods, but does not perform or fully perform its obligations in order to defraud the other party of its property. This type of fraud generally has the characteristics of forged identity and obviously low prices.
(2) Three-party fraud involves both parties and third parties in cross-border e-commerce transactions. This type of fraud generally involves the third party intercepting information and impersonating one party to conduct transactions.
2. Types of cross-border e-commerce complaints.
There are three types of complaints caused by non-receipt of goods: (1) Direct non-delivery. After the buyer has paid, the supplier still has not shipped the goods when the complaint is received. (2) False delivery. After the buyer has paid, the supplier provides a false delivery receipt. When the supplier receives the complaint, the complaining party has not received the goods or the logistics order number provided has no tracking information. (3) Refusal to return goods. After the buyer and seller agree that the buyer will return the goods, the supplier does not resolve the issue (refuses to re-ship, refuses to refund, unreasonably delays, cannot be contacted, etc.).
There are three types of complaints caused by non-conformity of goods with the agreement: (1) The goods received by the buyer have serious quality problems. (2) The goods received by the buyer are less than the quantity or weight agreed in the contract. (3) The goods received by the buyer are fake, not genuine.
3. How to deal with trade complaints.
If the buyer has not received the goods, the supplier should negotiate with the buyer to ship or refund, and then provide the shipping or refund receipt as proof of problem resolution. If the goods do not conform to the agreement, the supplier should negotiate with the buyer to resend the goods, make up the difference, or jointly negotiate other solutions.
4. How to avoid trade complaints and fraud.
(1) Manage your account well. Prevent email theft and be careful of account transfer traps.
(2) Be vigilant and identify fraudulent buyers. Buyers usually lure you with large orders, pay advance payments or provide fake receipts to deceive you, then refuse to pay the balance or force a discount, or even use some improper means to withdraw the goods and stop communicating.
(3) Pay attention when signing a contract: avoid over-promising and leave yourself some room as much as possible; avoid deceiving buyers. When you cannot deliver as agreed in the contract, tell the truth to get the buyer’s understanding; avoid ignoring. When disputes arise between the two parties, friendly communication can usually reduce buyer complaints.
(4) Pay attention after delivery: ① Pay attention to logistics and transportation. If the goods are lost due to logistics reasons, you should contact the logistics company for compensation in a timely manner, tell the buyer the truth, and provide a compensation plan to avoid losses and get the buyer’s understanding. ② Assist customers to receive the goods in a timely manner. When the goods arrive at the buyer’s country, they may be returned due to customs or unsuccessful delivery. Customers should be reminded in time that the goods have arrived at the destination to reduce the possibility of not receiving the goods due to a third party. ③ Keep product delivery certificate information, such as product photos and product quality inspection reports of the delivery batch, to ensure that there is material to prove innocence in the event of a dispute.