售前售后的基本问题处理.pptVIP

纠纷处理方案 1、物流原因 先主动延长确认收货时间，提供物流信息截图和查询网址给买家，请他先取消纠纷再耐心等待一段时间 如果遇到海关扣关，及时协助让客户尽快完成清关 或者让客户在当地找一些清关公司帮忙处理。 和买家交代如果真的是没有收到订单的话，我们一定会给他（她）全额退款的 站在买家的角度考虑，出现问题想办法一起解决，而不只是考虑自己的利益 纠纷处理方案 2、产品质量问题 根据买家纠纷的原因提供有力的证据 和买家协商下次购买可以优惠或者送一个小礼物 根据产品损坏程度和买家协商退回部分款项或者重新发货避免上交到平台处理 售后 1、主动联系买家 2、学会分析买家 售后处理方法 1、主动联系买家 和买家汇报物流更新情况，提醒买家注意收货 主动联系买家询问对产品的满意程度，催促买家评价订单。 评价订单，及时回复中差评订单，跟踪订单直到买家修改评价。 获得买家邮箱，记录分类。 售后处理方法 2、学会分析买家 根据买家的订单数和订单金额把买家分类出来 当店铺有促销活动和新品上架时，一些重要节日，买家的购买高峰期，转销型买家上一次转销估计已经完成，需要下一次采购的时候主动出击展开对于买家的二次营销，将能让您获得老客户稳定的交易量，从而更好的增加您的交易量。 维系老客户 常用回复的模板有哪些？ 纠纷 Dear friend, would you please cancel the dispute, i will extend the time for you! as you know, money is keep at aliexpress, this is very safe, so you no need worry about it! at now, i extend the time for you, but we need you cancel the dispute.you know this is very harmful to us! regards Your friend 虚假发货，让客户开纠纷 Dear friend, ? ?Thank you very much for your orders to us. we have ship the package already to my CPAM agent, but we noticed that package was? distributed with wrong address, we have checked this issue with my agent ,this is very sad news for us. ?maybe sorting center make a mistake,pls don‘t worry,if you don’t get your package,you can make a dispute to ask refund, we never make u lose money. And if you have the?Paypal?account, please give me your paypal account, ?i will give you refund! regards Your Friend 客户担心货物 everything is ok! dont worry about anything, i am always here! 1. i will extend the delievry time of aliexpress, so your money is safe! 2. meanwhile, i will push the agent of CHINAPOST, so your package is safe! have a nice day! 问候老客户 Dear friend, This is email from Robin. First of all, give you my best wishes to you and your family! how are you, recently? Its so long time passed of your last order from us,so how about your business? we have uploaded too much new items to our website, maybe you like them. Meanwhile, do you have any new order or offer for us? Maybe