速卖通售后培训总结更新.pptxVIP

售后概括 售后工作内容： 纠纷非纠纷 （收到货后产品有问题的。） 非纠纷类： A：产品问题： 1，质量： 线头 、破洞 、污渍、色差、褪色、面料起球、有气味、款式/材质与描述不符、 尺码与尺码表不符 2，发错产品：发错款式、 发错颜色、发错尺码 3，短装：漏发、少发产品及配饰 B：物流 1，妥投未收到 2，物流方式与买家选择的不一致 3，被收了关税 4，收到空包裹 售后工作内容 纠纷类：提纠纷的原因有以下4种 1，物流：未收到货（虚假发货、货物仍在运输中、妥投未收到、超时未妥投、发错地址、包裹被退回） 2，产品：质量问题、发错货、尺码不合适、买家主观不喜欢、有气味、少发漏发腰带等配件 3，恶意买家：故意制造产品问题的假象要求退款的和以给中差评为威胁要求退款的 4：被收了关税 非纠纷--产品问题 1，质量问题：： 线头 、破洞 、污渍、色差、褪色、面料起球、款式/材质以及尺码与描述不符 所有有质量问题的，一定先要买家发图给我们核实，如果确实是质量问题，再给解决办法。 不发图片给我们核实问题的，一律不可以退款或者补发。 问题不严重、不影响使用的，可以给1-2美金退款或者给买家下个订单一些折扣 问题严重到影响使用的，可以全额退款或者补发一件新的 以有污渍为例回复 Dear friend,I am so sorry that it was stained. Can you try to wash it off? Through the photo, it seems it is a small spot, I think it will be easy to wash off. If you cant wash it off, can you take it to a laundry to wash it? I think they may have special way to clean it, you can check how much it will cost, we would like to pay for the cost, will that be ok?Waiting to hear from you soon. Thank you very much in advance. 非纠纷--产品问题 以补发为例回复 Dear friend,I am so sorry that it was defective. It is our fault that we didn’t check it carefully before send out. We would resend you a new one with good quality, will that be ok? Sincerely hope you could forgive us, we will check it very carefully before send out. Waiting for your confirmation and then we will arrange to ship it for you soon. Thank you. 非纠纷--产品问题 2，发错产品：款式、颜色、尺码 首先也要买家提供图片核实，可以让买家拍下收到的产品图片和袋子上贴的SKU，确认是否SKU贴错了亦或者是仓库发错货，要找到相应的负责人去反映问题 其次，如果真的是我们发错的话，可以跟买家说她收到的款式也很漂亮，再对比下价格，如果买家收到的那件比拍的那件价格高的话就可以跟买家说收到的那件性价比更高之类的， 让买家接受收到的那件，另外可以给买家少退点钱，或者给下个订单一些优惠；如果买家不喜欢或者说尺码不合适穿不了，我们可以补发正确产品或者按照买家要求的退款金额退款。 非纠纷--产品问题 Dear friend, I am so sorry to sent you a wrong color/item/size. Please can you do me a favour to take a photo for the sticker which was put on the bag like attached? Please don’t worry, we will give you a good solution after find out the problem. Sometimes the workers may put wrong sticker on the bag so that our warehouse sent by mistake.We will check who packed it a