第4章

售后沟通与服务

目  录

4

.

1

4

.

2

4

.

3

4

.

4

催促评价的方法

修改评价及收到好评的

沟通方法

纠纷处理总流程

纠纷开始前的处理方法

4

.

5

4

.

6

4

.

7

纠纷开启时的处理方法

纠纷升级为平台纠纷的处理方法

客户维护的方法

纠纷升级为平台纠纷

的处理方法

4

.

6

课程内容

卖方过错，给予退款或退货

提交平台裁决纠纷

01

02

01

卖方过错，给予退款或退货

卖方过错，给予退款或退货

纠纷升级为平台纠纷，可能存在多种情况，包括双方有无及时响应、是

否一直在有效协商、是否某一方有另一方不能接受的要求等。

在纠纷开启阶段，卖家要核实买家投诉的原因，根据投诉原因再提供有效的证据。

卖家要查看买家的留言和反馈的问题，及时地进行有效的沟通，争取在3天内协商

一致解决方案。如果问题已经解决，可以引导买家关闭纠纷。

在卖家看到买家提供

的证据以后，卖方确

实有过错的，同意给

予部分退款或者退货

退款的建议，要求买

家关闭纠纷。

1.卖方过错，给予退款或退货

卖方过错，给予退款或退货

Dear customer,

We sincerely regret that we have been unable to come to terms thus far but we

hope to bring this matter to a successful resolution. As such, we would like to

offer you the following options: 1. Keep your ordered item(s) and accept a partial

refund. It is possible to receive a partial refund of SXXX XX (USD). 2. Return and

Refund. If you decide not to keep your ordered item(s), you can still return your

order to XXXXXXXX and receive a full refund. However, you would be

responsible for all return shipping fees. Whatever you decide,  we will continue to

honor you as a valued customer and appreciate your giving us the opportunity to

serve you. If you have any questions, please feel free to contact me.

Best regards

(your name)

卖方过错，给予退款或退货

1.卖方过错，给予退款或退货

02

提交平台裁决纠纷

买家将纠纷升级为平台纠纷，此

时卖家可以继续和买家沟通，希

望他能关闭纠纷；如果协商不成

功，也可以告知买家已经将证据

交给平台，等待纠纷专员裁决。

如果平台裁决退货退款，卖家要

再次询问买家退货地址，并表达

希望后续继续交易的期望。亚马

逊平台也是一样的过程。

提交平台裁决纠纷

提交平台裁决纠纷

Dear Customer,

We sincerely regret that we have been unable to come to terms

regarding your order (no: XXXXX) but we hope to bring this matter to a

successful resolution. We have provided photo and/or video evidence to

AliExpress. Whatever the outcome, we will continue to honor you as a

valued customer and appreciate your giving us the opportunity to serve

you. If you have any questions, please feel free to contact me.

Best regards

(your name)

Sample 1

Dear Customer,

We are pleased to inform you that as a result of Aliexpress's arbitration, we may bring

the dispute to a successful resolution. Regarding your order(No:XXXX), you are eligible

for a return or refund. We have already provided our return address on Aliexpress but

we'll confirm it here as well: Contact name: Address: xxxxx  Zip Code: xxxxx Tel:

xxxxxxxxx(very important for us to receive the item) Please also be reminded: 1.

Returned goods must remain intact and in original condition 2. Remember to mark"Order

No. And Returned Goods on the parcel. Please let me know your shipment tracking

number so we may be able to better ensure there are no shipping delays and we can

apply your refund to you as quickly as possible. We appreciate your cooperation and

thank you for giving us the opportunity to serve you.

Best Regards,

(your name)

提交平台裁决纠纷

Sample 2

谢谢大家