速賣通糾紛如何處理？糾紛回復模板及處理技巧詳解

很多賣家反饋做速賣通的時候，最怕的就是遇到糾紛問題。一旦處理不好，店鋪都有可能遭遇被屏蔽的風險。那速賣通糾紛到底該如何處理呢？

一、速賣通糾紛的分類

速賣通平臺對糾紛有詳細的分類，共兩類十四項。

1、有關(guān)物流問題的糾紛

2、有關(guān)產(chǎn)品問題的糾紛

從另一個角度來所，賣家也可以看成處于不同物流狀況下的糾紛，可以標記為已收寄的糾紛、運輸過程的糾紛、已簽收的糾紛。

二、速賣通糾紛會給賬號表現(xiàn)分帶來什么影響

速賣通糾紛給賬號表現(xiàn)分帶來的影響，主要表現(xiàn)在兩方面：糾紛提起率以及仲裁有責率。買家提起糾紛，我們有5天的時間響應，如果在5天時間內(nèi)未達成共識，我們可以通過拒絕糾紛讓其上升至平臺等待平臺仲裁，在這期間再有3天時間等待賣家和買家雙方響應，如果還未達成共識，就會由平臺糾紛小組進行裁決。

簡單的來說，從買家提起糾紛到糾紛完成，買家如果沒有進行關(guān)閉糾紛的操作，那么此糾紛會算入我們的糾紛提起率一欄。

仲裁賣家有責率很好理解，上升至仲裁且裁決結(jié)果是我們輸了，那么就算仲裁賣家有責率。

三、速賣通糾紛處理原則

1、每天查看，及時回復。

速賣通平臺規(guī)定糾紛響應時間是5天，如果賣家超過5天不回應，響應超時，平臺會直接退款

2、一切以店鋪安全為前提，理智處理。

糾紛里面物流原因直接決定你商品DSR，產(chǎn)品質(zhì)量糾紛直接決定貨不對板糾紛提起率，如果你某個類目分數(shù)都快要超標關(guān)掉了，你告訴我：這個質(zhì)量糾紛我一定要贏。請你理智處理，記住店鋪安全第一。

3、客服有義務將糾紛損失降到最低。

每個月糾紛退款的損失，某種程度上客服有權(quán)利降低到最少，比如物流承諾運達先退款了，但是客戶收到后，可以留言客戶部分退還。

四、速賣通處理糾紛的回復模板

1、正常包裹投訴物流

投訴前提：常規(guī)時間、包裹狀態(tài)正?！对V未到貨

Dear friend:

Per the checking ,the parcel status that you mention is normal:

Status查詢結(jié)果粘貼)

You may refer to the following for the details：

（查詢網(wǎng)址）

We are also expecting that the parcel would deliver to you early. However, shipping to your country needs about7-30business days, you may get the parcel about20days later ,hope you cancel the dispute to keep waiting. We appreciate your patience.

Best Regards

xxx

根據(jù)查詢包裹狀態(tài)沒問題，一般情況需要xx天到，預計還要xx天到。請取消糾紛。謝謝

2、特定情況包裹延遲

投訴前提：由于旺季、氣候、戰(zhàn)爭等原因造成包裹延誤的投訴

Dear buyer,

Thanks for your order with us ,but we are sorry to tell you that due to peak season(旺季)/bad weather(惡劣氣候)these days ,the shipping time to your country was delayed.

We will keep tracking the shipping status and keep you posted of any update.

Sorry for the inconvenience caused ,we will give you5% off to your next order for your great understanding.

Thanks！

Best Regards

xxxx

抱歉因為特定情況包裹延誤，我們將根據(jù)單號并告知您。您的下次訂單將享受5%折扣，謝謝您的理解。

3、發(fā)了未上網(wǎng)更新

Dear Valued Customer

Really 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 it by yourself .

LINK: http://www.17track.net/en  

Really 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 .

4、賣家私自更改物流方式

Dear Valued  Customer

Sorry for the inconvenience, i just help you track the parcel , it shows delivered successfully , 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.

5、因貨物損壞（產(chǎn)品本身質(zhì)量有問題）

Hi friend

I am so sorry for the problem.

Our products are in high quality and experience three checking.

It may my colleague make mistake in checking quality.

We will take more attention to quality.

If you agree,we refund you$ as compensation.

Hope you cancel the dispute,it’s so harmful to my store.

Thanks for your kindly understanding.

Have a nice day

6、貨物損壞接受糾紛退款

I am so sorry to make you trouble.

I will agree your dispute and give you money back.

Maybe you will receive the item in the near future .

I hope you can give me a favor for leaving me 5 stars of the feedback,it is very important to me. We want to give you the best products and customer service.

Please kindly understand the post is out of our control.

Thank you very much in advance.

Best regards.

五、速賣通賣家處理糾紛問題的小技巧

1、定期統(tǒng)計及跟蹤糾紛

2、面對糾紛買家，可以嘗試多種方式聯(lián)系客戶，如訂單留言，站內(nèi)信，電郵，SMS

3、使用第三方工具，讓客戶感覺到誠意，如收發(fā)后留言，發(fā)貨后留言，到貨提醒留言等；

4、設置快捷短語，旺旺全天在線，如果電腦旺旺沒法做到也要手機旺旺在線；

5、大公司可以設定糾紛解決目標并考核，并考慮以挽回公司經(jīng)濟損失的一部分獎勵員工；

6、對物流出現(xiàn)結(jié)構(gòu)性延遲的國家，如巴西，如果收獲期少于5天，建議主動延長收獲期30天

以上是關(guān)于速賣通糾紛處理的一些實操內(nèi)容，僅供參考。（來源：跨境知識搬運工）

以上內(nèi)容屬作者個人觀點，不代表雨果網(wǎng)立場！如有侵權(quán)，請聯(lián)系我們。

（來源：跨境知識搬運工）