纠纷处理原则及方法(上)

1、纠纷处理原则及方法（上）电商要想做好，一定要有强迫症。或者你们有看到这句 话，关于凯文个性宣言有提到，都是在过去跨境实操过程当 中总结出来的，一个字“悟” 。 说到纠纷大部分卖家头都大了，纠纷就像颗定时炸弹一样， 提心吊胆。 一开始我最早接触速卖通平台， 最怕的就是纠纷， 那时候超标直接屏蔽店铺，最苦逼时候屏蔽 2 个多月，天天 个位数订单，想死的心都有，真的半夜做梦都在想着怎么解 决纠纷啊！ 回归到纠纷这个话题上，目前仍然是大部分卖家的短板，也 是严重影响店铺服务指标的关键因素。这几年没处理过上 1000 个纠纷， 都不好意思说自己做过速卖通。 纠纷处理的过 程当中需要注意以下的几点。一：纠

2、纷处理的基本原则 1：每日查看，及时响应。 大家都知道纠纷的响应时间是 5 天，如果超过 5 天不回应， 响应超时，直接退款，你再怎么忙，不管这个纠纷是不是棘 手，如果时间只剩下 2 天之内，先拒绝掉。 2：一切以店铺安全为前提，理智处理。 这一点非常重要，纠纷里面物流原因直接决定你商品DSR，产品质量纠纷直接决定货不对板纠纷提起率，如果你某个类目分数都快要超标关掉了，你告诉我：这个质量纠纷我一定 要赢。请你理智处理，记住店铺安全第一。3：客服有义务将纠纷损失降到最低。 每个月纠纷退款的损失，某种程度上客服有权利降低到最 少，比如物流承诺运达先退款了，但是客户收到后，可以留 言客户部分退还。

3、（我经常这么干，只要客户退 80%即可） 二：纠纷分类及具体方法 纠纷分类总体来讲分为三类：物流纠纷、质量纠纷、恶意纠 纷。一：物流纠纷 无物流信息 思路：很简单 ERP 查询是否发货，发了是不是没上网更新。 缺货未发Dear Valued CustomerReally sorry for the inconvenience , Just because the item you buy is out of stock , New stock maybe need 23 weeks to arrive , We need refund you the full money soon , Usu

4、ally Aliexpress will deal with it with 35 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 willreply you wi

5、thin 24 hours. best wish. 发了未上网更新Dear Valued CustomerReally 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

6、it by yourself .LINK: /enReally 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 .有物流信息货物在途中23 周一直没出国（大促期间）Dear Valued CustomerReally sorry for the inconvenience , In f

7、act 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. B

8、est Wish .没出国显示退回（带电未过安检）Dear Valued CustomerReally 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 lotAlso hope you

9、 can give me 5 star good feedback , Hope you can forgive me cant control the shipping problem , Next time we can apply the VIP Price and Better After-Sale for you from my company . Best Wish . 海关扣关（留言分类一篇有提到具体的原因）Dear Valued CustomerReally sorry for the inconvenience , i just received an email from

10、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

11、.货物目的国 12 个月未更新Dear Valued CustomerSorry for the inconvenience, We just help you track the parcel ,In fact the package already arrived at your country at the dateAnd 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

12、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 sel

13、ler , 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. 货物目的国显示退回或者妥投不成功（妥投成功，买家说未 收到）

14、Dear Valued CustomerSorry 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

15、in my store, And we can giveyou 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.卖家私自更改物流方式Dear Valued CustomerSorry for the inconvenience, i just help you track the parcel , it shows delivered successfully ,

16、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.这篇先讲到纠纷里面的第一类关于物流纠纷，虽说物流因素 是不可控的，但是如果你找到