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速卖通纠纷如何处理?纠纷回复模板及处理技巧详解

作者:jcmp      发布时间:2021-06-04      浏览量:0
很多卖家反馈做速卖通的时候,最怕的就是遇

很多卖家反馈做速卖通的时候,最怕的就是遇到纠纷问题。一旦处理不好,店铺都有可能遭遇被屏蔽的风险。那速卖通纠纷到底该如何处理呢?

很多卖家反馈做速卖通的时候,最怕的就是遇到纠纷问题。一旦处理不好,店铺都有可能遭遇被屏蔽的风险。那速卖通纠纷到底该如何处理呢?

一、速卖通纠纷的分类

速卖通平台对纠纷有详细的分类,共两类十四项。

1、有关物流问题的纠纷

2、有关产品问题的纠纷

从另一个角度来所,卖家也可以看成处于不同物流状况下的纠纷,可以标记为已收寄的纠纷、运输过程的纠纷、已签收的纠纷。

二、速卖通纠纷会给账号表现分带来什么影响

速卖通纠纷给账号表现分带来的影响,主要表现在两方面:纠纷提起率以及仲裁有责率。买家提起纠纷,我们有5天的时间响应,如果在5天时间内未达成共识,我们可以通过拒绝纠纷让其上升至平台等待平台仲裁,在这期间再有3天时间等待卖家和买家双方响应,如果还未达成共识,就会由平台纠纷小组进行裁决。

简单的来说,从买家提起纠纷到纠纷完成,买家如果没有进行关闭纠纷的操作,那么此纠纷会算入我们的纠纷提起率一栏。

仲裁卖家有责率很好理解,上升至仲裁且裁决结果是我们输了,那么就算仲裁卖家有责率。

三、速卖通纠纷处理原则

1、每天查看,及时回复。

速卖通平台规定纠纷响应时间是5天,如果卖家超过5天不回应,响应超时,平台会直接退款。

2、一切以店铺安全为前提,理智处理。

纠纷里面物流原因直接决定你商品DSR,产品质量纠纷直接决定货不对板纠纷提起率,如果你某个类目分数都快要超标关掉了,你告诉我:这个质量纠纷我一定要赢。请你理智处理,记住店铺安全第一。

3、客服有义务将纠纷损失降到最低。

每个月纠纷退款的损失,某种程度上客服有权利降低到最少,比如物流承诺运达先退款了,但是客户收到后,可以留言客户部分退还。

四、速卖通处理纠纷的回复模板

1、正常包裹投诉物流

投诉前提:常规时间、包裹状态正常——投诉未到货

Dear friend:

Per the checking ,the parcel status that you mention is normal:

Status查询结果粘贴)

You may refer to the following for the details:

We are also expecting that the parcel would deliver to you early. However, shipping to your country needs about7-30business days, you may get the parcel about20days later ,hope you cancel the dispute to keep waiting. We appreciate your patience.

Best Regards

xxx

根据查询包裹状态没问题,一般情况需要xx天到,预计还要xx天到。请取消纠纷。谢谢。

2、特定情况包裹延迟

投诉前提:由于旺季、气候、战争等原因造成包裹延误的投诉

Dear buyer,

Thanks for your order with us ,but we are sorry to tell you that due to peak season(旺季)/bad weather(恶劣气候)these days ,the shipping time to your country was delayed.

We will keep tracking the shipping status and keep you posted of any update.

Sorry for the inconvenience caused ,we will give you5% off to your next order for your great understanding.

Thanks!

Best Regards

xxxx

抱歉因为特定情况包裹延误,我们将根据单号并告知您。您的下次订单将享受5%折扣,谢谢您的理解。

3、发了未上网更新

Dear Valued Customer

Really sorry for the inconvenience , Just because we ship the package to Aliexpress Warehouse yesterday, so they need some time to deal with it , and will update the tracking info on website soon . we send you the tracking website , you can track it by yourself .

LINK: http://www.17track.net/en。

Really hope you can help me cancel the dispute first , if you still not see the tracking info updated ,you can open dispute again .

Wait your kindly reply , best wish .

4、卖家私自更改物流方式

Dear Valued Customer

Sorry for the inconvenience, i just help you track the parcel , it shows delivered successfully , Since you are already my VIP customer , hope you can help me cancel the dispute , Next time we need confirm with you carefully when we need change the shipping way . sorry for that mistake .

And i just apply the best after-sale for you , we can give you discount $ *8 each time when you buy in my store next time , Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

5、因货物损坏(产品本身质量有问题)

Hi friend

I am so sorry for the problem.

Our products are in high quality and experience three checking.

It may my colleague make mistake in checking quality.

We will take more attention to quality.

If you agree,we refund you$ as compensation.

Hope you cancel the dispute,it’s so harmful to my store.

Thanks for your kindly understanding.

Have a nice day

6、货物损坏接受纠纷退款

I am so sorry to make you trouble.

I will agree your dispute and give you money back.

Maybe you will receive the item in the near future .

I hope you can give me a favor for leaving me 5 stars of the feedback,it is very important to me. We want to give you the best products and customer service.

Please kindly understand the post is out of our control.

Thank you very much in advance.

Best regards.

五、速卖通卖家处理纠纷问题的小技巧

1、定期统计及跟踪纠纷

2、面对纠纷买家,可以尝试多种方式联系客户,如订单留言,站内信,电邮,SMS。

3、使用第三方工具,让客户感觉到诚意,如收发后留言,发货后留言,到货提醒留言等;

4、设置快捷短语,旺旺全天在线,如果电脑旺旺没法做到也要手机旺旺在线;

5、大公司可以设定纠纷解决目标并考核,并考虑以挽回公司经济损失的一部分奖励员工;

6、对物流出现结构性延迟的国家,如巴西,如果收获期少于5天,建议主动延长收获期30天。