【速賣通新手開店】速賣通糾紛如何處理？速賣通糾紛類型詳解

一開始接觸速賣通平臺(tái)的時(shí)候，最怕的就是糾紛，那時(shí)候超標(biāo)直接屏蔽店鋪，最苦逼時(shí)候屏蔽2個(gè)多月，天天個(gè)位數(shù)訂單，想死的心都有，真的半夜做夢(mèng)都在想著怎么解決糾紛啊!下面將詳細(xì)介紹速賣通糾紛類型，以及速賣通糾紛處理技巧。

一：速賣通糾紛處理的基本原則

1. 每日查看，及時(shí)響應(yīng)

大家都知道糾紛的響應(yīng)時(shí)間是5天，如果超過(guò)5天不回應(yīng)，響應(yīng)超時(shí)，直接退款，你再怎么忙，不管這個(gè)糾紛是不是棘手，如果時(shí)間只剩下2天之內(nèi)，先拒絕掉。

2. 一切以店鋪安全為前提，理智處理

這一點(diǎn)非常重要，糾紛里面物流原因直接決定你商品DSR，產(chǎn)品質(zhì)量糾紛直接決定貨不對(duì)板糾紛提起率，如果你某個(gè)類目分?jǐn)?shù)都快要超標(biāo)關(guān)掉了，你告訴我：這個(gè)質(zhì)量糾紛我一定要贏。請(qǐng)你理智處理，記住店鋪安全第一。

3. 客服有義務(wù)將糾紛損失降到最低

每個(gè)月糾紛退款的損失，某種程度上客服有權(quán)利降低到最少，比如物流承諾運(yùn)達(dá)先退款了，但是客戶收到后，可以留言客戶部分退還。(我經(jīng)常這么干，只要客戶退80%即可)

二：速賣通糾紛類型及處理技巧

糾紛類型總體來(lái)講分為三類：物流糾紛、質(zhì)量糾紛、惡意糾紛。

1. 物流糾紛

① 無(wú)物流信息

思路：很簡(jiǎn)單ERP查詢是否發(fā)貨，發(fā)了是不是沒(méi)上網(wǎng)更新。

● 缺貨未發(fā)

Dear Valued Customer

Really sorry for the inconvenience , Just because the item you buy is out of stock , New stock maybe need 2~3 weeks to arrive , We need refund you the full money soon , Usually Aliexpress will deal with it with 3~5 working days .

Once you receive the money , Hope you can give me 5 star good feedback , Next time when you buy from my store , we need give you VIP Price , and do better after-sale for you .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 發(fā)了未上網(wǎng)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 .

② 有物流信息

● 貨物在途中

2~3周一直沒(méi)出國(guó)(大促期間)

Dear Valued Customer

Really sorry for the inconvenience , In fact we have already shipped it to Aliexpress Warehouse, Also you can track it on the internet , it shows Shipment information received.

Really hope you can help me cancel the dispute first , we have let my logistics company to check it for you , if have any updated , we will leave you message ASAP. Best Wish .

● 沒(méi)出國(guó)顯示退回(帶電未過(guò)安檢)

Dear Valued Customer

Really sorry for the inconvenience ,Thank you for your business, your order has been returned to us by the Custom, Just because the power bank is diffcult to pass the custom , We need refund you full money .Wait your quick reply,thanks a lot

Also hope you can give me 5 star good feedback , Hope you can forgive me can't control the shipping problem , Next time we can apply the VIP Price and Better After-Sale for you from my company . Best Wish .

● 海關(guān)扣關(guān)(留言分類一篇有提到具體的原因)

Dear Valued Customer

Really sorry for the inconvenience , i just received an email from our logistics company , and i track the package on the website , your parcel arrived at your country custom , Wait you to finish the custom clearance .

Really hope you can help me cancel the dispute first , If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 貨物目的國(guó)1~2個(gè)月未更新

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Let they help you track it Whether it arrived , Also China post is really a little slow , hope you understand this situation .

If you still not receive it within ** days , we can apply the refund from my company for you , donot worry that , we are the honest seller , so hope you can be a little patient , help me cancel the dispute first , Just because nowadays the Aliexpress Shopping festival , so many parcels to be shipped .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 貨物目的國(guó)顯示退回或者妥投不成功(妥投成功，買家說(shuō)未收到)

Dear Valued Customer

Sorry for the inconvenience, In fact we just track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office .

We can send you all the proof to show that we send the package according to your order address in my store, And we can give you the evidence of my logistics company .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

● 賣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.

2. 質(zhì)量糾紛

● 描述不符(尺寸，顏色，語(yǔ)言，重量等)

思路：不符點(diǎn)是否影響使用，盡量減少損失，并且立刻修改Listing 。

比如：產(chǎn)品包裝不符，完全可以正常使用。

Dear Valued Customer

Sorry for the inconvenience , Just because this product have updated nowadays , we only changed the package , in fact all the function all is same as before , Hope you can understand , and you can test it , Also i see you have bought it before in my store .

Thanks for your remind ,I just talk with my boss , we need give you VIP price next time , Best wish .

● 不能工作(針對(duì)點(diǎn)子產(chǎn)品)

思路：電子產(chǎn)品盡可能客戶提供照片和視頻。

Dear Valued Customer

Sorry for the inconvenience , If ok hope you can shoot a very short video (send video link is well) or some picture to my email : ****** , Remember write the title such as : Order NO.******* , So we can find it more easily in my store .

Once we receive your email , we will let my engineer to check it for you ,and reply you soon ,Best wish.

● 銷售假貨(提交品牌授權(quán)書即可)

思路：前提你的產(chǎn)品確實(shí)正品，直接提供品牌授權(quán)證書或者查詢網(wǎng)址。

Dear Valued Customer

Sorry for the inconvenience , In fact all the *** Brand product in my store is 100% original , We have been authorized by **** Company , Try to check the picture in the attachment .

As you can see that we are the Top Brand seller in Aliexpress , So we can guarantee the product better quality for my customer , Hope you can help me cancel the dispute , Best wish .

● 貨物短裝(最好直接補(bǔ)發(fā))

Dear Valued Customer

Sorry for the inconvenience , Maybe my warehouse make mistake , But anyway hope you can send me some picture for check , Once we confirm with my warehouse and logistics company , We need send you new one .

After we give you new tracking number , you can track it after 2~3 days , hope you can help me cancel the dispute if we send you new one . wait your kindly reply , best wish .

● 收到退貨 (7天無(wú)理由本地退貨)

Dear Valued Customer

Sorry for the inconvenience , If you really donot like it , Hope you can help me pack it well , and put all the accessories in box , Because my Russian Warehouse need check it carefully when they received it , Hope you can understand .

Once they received it , we need refund you full money , and hope you can give me 5 star good feedback , Thanks very much.

● 贈(zèng)品糾紛(答應(yīng)贈(zèng)品沒(méi)寄)

Dear Valued Customer

Sorry for the inconvenience , In fact we have told my warehouse already , But they forget to put the gift in the package , really sorry for that . if ok hope you can help me cancel the dispute first , we need give you discount $ 3 next time when you buy in my store .

Or we can send you free gift in the next package , i will pack it by myself ,so never worry that , Wait your kindly reply , Best wish.

其實(shí)質(zhì)量問(wèn)題的糾紛比較多，大部分的店鋪因?yàn)樨洸粚?duì)版糾紛率過(guò)高，導(dǎo)致整個(gè)店鋪服務(wù)分偏低，一方面賣家要去主動(dòng)提高產(chǎn)品質(zhì)量，這個(gè)才是重中之重。

還有最后一類糾紛，也是比較常見的，惡意糾紛。當(dāng)然這個(gè)你可能會(huì)遇到一些老手，專業(yè)級(jí)別的騙子，但是不管怎么樣，一定要時(shí)刻保持警惕，針對(duì)惡意糾紛絕不能容忍，后臺(tái)直接舉報(bào)即可。下面看看具體惡意糾紛的幾種情況。

3. 惡意糾紛

● 質(zhì)量問(wèn)題惡意糾紛(最常見的就是不工作)

思路：只要涉及電子產(chǎn)品不工作，一定要買家先提供視頻。

Dear Valued Friend

Really sorry for that inconvenience , If ok hope you can shoot a very short video ( send video link is well) to my email：**** , Remember write the title : Order NO. *************

Once we receive your email , we will let my engineer to check it fro you , and find the good solution for you , and reply you soon ,Best wish.

● 郵局收費(fèi)惡意糾紛(提供發(fā)票讓國(guó)外朋友確認(rèn))

思路：客戶提供照片確認(rèn)

Dear Valued Friend

Really sorry for that inconvenience , In fact we send you by the China Post shipping way , As i know usually this way never need charge the extra fee , Maybe it is your local post office policy , because we have already paid the shipping fee for you , Hope you can send me a picture of the bill .

Once we received the picture , we will reply you soon , and help you solve the problem ASAP, Best wish.

● 海關(guān)收稅惡意糾紛(提供海關(guān)收據(jù))

思路：針對(duì)快遞只要你提前買家協(xié)商好渠道，申報(bào)價(jià)值，要付關(guān)稅是買家自己的義務(wù)。

Dear Valued Friend

Really sorry for that inconvenience ,In fact we send you by DHL as you choose in my store , and before shipping , we have talked with you about the value , each we declare $ *** on the package as we talked , and you need pay the tax for your custom , it is your obligation.

Or you can send the tax picture , we need check it first , and help you solve the problem ASAP, Best wish.

關(guān)于質(zhì)量糾紛和惡意糾紛一些簡(jiǎn)單的回復(fù)模板，僅供參考，不要直接照搬，畢竟很多表達(dá)語(yǔ)法上可能欠缺。

以上內(nèi)容屬作者個(gè)人觀點(diǎn)，不代表雨果網(wǎng)立場(chǎng)！如有侵權(quán)，請(qǐng)聯(lián)系我們。