When communicating with customers on a daily basis, after customer service staff send a quotation or counter-offer email to the customer, they often find that the customer they contacted before has not responded; even if the customer service staff responds very promptly, or even “instantly”, they still do not receive a response from the customer.…
After placing an order and paying, customers may still have requirements to adjust the color, size and quantity of the ordered goods. If the goods have not been shipped at this time, the customer service staff can ask the customer to place a new order after the customer cancels the order; if the goods have…
There are two ways to bargain. One is to bargain based on comparable prices, that is, to use the prices of similar products or competitors’ products as a reference. For example, customer service staff can first tell customers that similar products on the market are more expensive, then explain that the prices of their own…
During the transaction process, when the customer applies for cancellation of the order, the customer service staff shall communicate with the customer in a timely manner about the reason for cancellation of the order, pay attention to avoid the situation that the transaction is not completed, and choose to agree to cancel the order or…
Some customers on cross-border e-commerce platforms are buyers. They hope to find some cheap and good-quality best-selling products through trading platforms such as AliExpress and resell them to their own countries and regions. For such customers, customer service staff should carefully analyze their needs. When making a quotation, comprehensively consider information such as commodity cost,…
When customers request to change the order address after placing an order, customer service staff should be careful to distinguish the customer’s true intention. This behavior of changing the delivery address has a very high risk of bank rejection, which may not only cause financial risks to the seller, but also have an extremely negative…
After a cross-border e-commerce company replies to an inquiry email, if it has been about a month and still has not received a reply, it means that the customer may have found another suitable supplier, or the customer’s own order has not been negotiated. At this time, the customer service staff can maintain the customer…
In addition to actively and effectively resolving disputes, we should be more proactive, aiming to reduce the occurrence of disputes and try to avoid them. Therefore, preventing disputes becomes particularly important. We take the following measures to prevent disputes from occurring in response to the two major categories of disputes filed by customers. Product Guarantee:…
AZ claim is a protection policy implemented by Amazon for all customers who purchase goods on the Amazon platform. It is a safeguard to ensure that third-party sellers provide quality services. If a customer is not satisfied with the goods or services sold by a third-party seller, the customer can initiate an Amazon Marketplace Transaction…
It is a common phenomenon for cross-border e-commerce sellers to receive neutral or negative reviews from customers. Neutral or negative reviews from customers play a role in supervising and warning sellers, but sometimes malicious negative reviews also exist. In this process, sellers should treat the evaluations given by customers objectively, distinguish right from wrong, eliminate…