How AliExpress sellers optimize buyer experience and handle transaction disputes

For sellers operating on the AliExpress platform, it is crucial to understand how to better serve buyers and handle various issues in transactions. This article will comprehensively discuss how to improve buyer satisfaction, handle return and exchange requests, deal with chargebacks, and how to attract buyers to click on your products.

Improve buyer satisfaction

Methods of serving buyers

Sellers should use the IM online chat tool provided by AliExpress to maintain good communication with customers. IM tools have a variety of functions, such as shortcut phrases, automatic replies, etc., which help improve response speed. In addition, sellers should also pay attention to the following points:

1. Timely response: Every customer doesn’t like to wait. Responding quickly to customer inquiries can effectively reduce customer churn.
2. Resolve concerns: In response to buyers’ concerns about product quality and service, sellers need to adopt different service strategies to eliminate buyers’ concerns.

Processing return and exchange requests

When a buyer requests a return or exchange, the seller should handle it in accordance with AliExpress’s regulations. For example, a response accepting a return could look like this:

Dear, we accept return or exchange. Pls. send your item back to:
XX, XXXX, XXXX, Beijing, China
I’ll issue you the refund (excluding the postage) via PayPal once I receive your parcel.
Thanks.

For exchange requests, the seller can also provide the corresponding address and explain the exchange conditions:

Sure, you can send it back for exchange. Pls. send your item back to:
XX, XXXX, XXXX Shanghai, China
We will send you a new one after receiving your parcel. Please be aware the return shipping cost and re-send shipping cost will be charged on your side.
Thanks for your understanding and any other questions feel free to let me know.

Dealing with chargebacks

A chargeback is an action by a buyer through a credit card company to reverse a settled transaction. Once a chargeback occurs, AliExpress will temporarily freeze the transaction and notify the seller to provide information for defense. It usually takes 90 to 180 days to process a chargeback. If the seller is not responsible, the frozen transaction will be unfrozen; otherwise, the seller will be responsible for the relevant costs.

Attract buyers to click on products

In order to attract buyers to click on products, sellers need to pay attention to the following aspects:

• Optimize main image: Design attractive product images.
• Offer discounts: Promotions can increase the appeal of your product.
• Write an engaging title: Make sure the title covers the keywords and captures the reader’s interest.
• Reasonable pricing: Competitive prices are more likely to attract buyers.
• Show positive reviews and sales: Good reviews and sales records increase buyer confidence.

Secondary marketing buyers

Sellers can encourage buyers to purchase again by giving away small gifts or offering additional discounts. For example, send a message to the buyer: “You are now a VIP customer of my store. You can get an additional discount on your second purchase.”

Handling if the buyer does not receive the goods

If the buyer does not receive the package beyond the expected time, the seller should find out the reason as soon as possible and negotiate a solution with the buyer. Possible processing methods include:

• Persuade buyers to place new orders and provide discounts.
• Assist buyers to resolve non-receipt of goods due to address errors or customs clearance issues.
• If necessary, refund buyers on a case-by-case basis.

Use buyer show to increase store exposure

Buyer shows can help improve the attractiveness of product pages and increase store exposure. Sellers should regularly screen high-quality buyer shows and display them on the store homepage or other conspicuous locations.

Through the above measures, sellers can not only improve buyer satisfaction, but also effectively handle various transaction disputes, thus promoting the long-term and healthy development of the store.