速卖通课件培训7售后及纠纷处理.pptVIP

* 售后及纠纷处理 本课重点 一、售后与买家保持沟通二、物流服务把关三、纠纷处理四、收集信息，二次营销 一、售后与买家保持联系 1. 收到订单后 2. 发货后 3. 货物在途中 4. 收到货物后 1. 收到订单后 Dear Friend, Your payment has been received for the following item. We will ship it within 2 business days as promised. After doing so, we will send you a notification letter, with tracking number information if applicable. Have a nice day! Linda China 2. 发货后 Dear Friend, How are you? Wed like to tell you that your parcel had shipped out, and the tracking # is XXX, China Post Air, you can find tracking records on . Generally it will take about 15-20 days to your hands. If you have any questions, pleaes contact us freely. Have a nice day! Linda China 3.货物在途中 Dear Friend, How are you recently? 10 days have since your item was shipped. It should reach you very soon. In normal conditions, it takes around 10-21 days from China to USA.When you receive it, we sincerely hope that you will like it and appreciate our customer services. If there is anything you feel unsatisfied with, please do tell us. This will help us know what we should do to help you as well as how we should improve. Have a nice day! Linda China 4.收到货物后 Dear Friend, Thank you very much for shopping with us. According to the tracking information online, we noticed that you have received the item we sent on xxxxx. We hope that you are happy with your purchase and if you are, Could you spare some time to leave positive feedback for us? Thanks in advance. Have a nice day! Linda China 二、物流服务把关 1. 发货前核对产品及数量 2. 发货中规范包装 3. 关注物流时效 三、纠纷处理 1. 纠纷产生原因 2. 纠纷类型 3. 纠纷裁决流程 4. 举证说明 纠纷的时间段 查看纠纷订单入口 纠纷订单状态 处于“买家已提起纠纷，等待您确认”状态的纠纷，要及时处理，如4天内客服无任何回应，则平台直接会退款给客户。 处于“您已经拒绝了买家的申请”的纠纷要定期查看，继续跟客户协商，尽量避免进入平台介入处理。 处于“平台介入处理”的纠纷，定期查看平台处理方法并及时酌情回应。 纠纷类型 未收到货物 描述不符 *