纠纷处理原则及方法（下）

接着上一篇纠纷处理原则及方法（上） ，重点分析下质量纠纷和恶意纠纷的处理原则及回复模板。质量纠纷直接决定店铺货不对版纠纷提起率，只要是关于产品问题，就会计入货不对版纠纷提起率。

质量纠纷

描述不符(尺寸，颜色，语言，重量等）

思路：不符点是否影响使用，尽量减少损失，并且立刻修改Listing 。

比如：产品包装不符，完全可以正常使用。

Dear Valued Customer

Sorry for the inconvenience , Just because this product have updated nowadays , we only changed the package , in fact all the function all is same as before , Hope you can understand , and you can test it , Also i see you have bought it before in my store .

Thanks for your remind ,I just talk with my boss , we need give you VIP price next time , Best wish .

不能工作（针对点子产品）

思路：电子产品尽可能客户提供照片和视频。

Dear Valued Customer

Sorry for the inconvenience , If ok hope you can shoot a very short video ( send video link is well) or some picture to my email : ****** , Remember write the title such as : Order NO. ******* , So we can find it more easily in my store .

Once we receive your email , we will let my engineer to check it for you , and reply you soon ,Best wish.

销售假货(提交品牌授权书即可）

思路：前提你的产品确实正品，直接提供品牌授权证书或者查询网址。

Dear Valued Customer

Sorry for the inconvenience , In fact all the *** Brand product in my store is 100% original , We have been authorized by **** Company , Try to check the picture in the attachment .

As you can see that we are the Top Brand seller in Aliexpress , So we can guarantee the product better quality for my customer , Hope you can help me cancel the dispute , Best wish .

货物短装（最好直接补发）

Dear Valued Customer

Sorry for the inconvenience , Maybe my warehouse make mistake , But anyway hope you can send me some picture for check , Once we confirm with my warehouse and logistics company , We need send you new one .

After we give you new tracking number , you can track it after 2~3 days , hope you can help me cancel the dispute if we send you new one . wait your kindly reply , best wish .

收到退货（7天无理由本地退货）

Dear Valued Customer

Sorry for the inconvenience , If you really donot like it , Hope you can help me pack it well , and put all the accessories in box , Because my Russian Warehouse need check it carefully when they received it , Hope you can understand .

Once they received it , we need refund you full money , and hope you can give me 5 star good feedback , Thanks very much.

赠品纠纷（答应赠品没寄）

Dear Valued Customer

Sorry for the inconvenience , In fact we have told my warehouse already , But they forget to put the gift in the package , really sorry for that . if ok hope you can help me cancel the dispute first , we need give you discount $ 3 next time when you buy in my store .

Or we can send you free gift in the next package , i will pack it by myself , so never worry that , Wait your kindly reply , Best wish.

其实质量问题的纠纷比较多，大部分的店铺因为货不对版纠纷率过高，导致整个店铺服务分偏低，一方面卖家要去主动提高产品质量，这个才是重中之重。

还有最后一类纠纷，也是比较常见的，恶意纠纷。当然这个你可能会遇到一些老手，专业级别的骗子，但是不管怎么样，一定要时刻保持警惕，针对恶意纠纷绝不能容忍，后台直接举报即可。下面看看具体恶意纠纷的几种情况。

恶意纠纷

质量问题恶意纠纷（最常见的就是不工作）

思路：只要涉及电子产品不工作，一定要买家先提供视频。

Dear Valued Friend

Really sorry for that inconvenience , If ok hope you can shoot a very short video ( send video link is well) to my email：**** , Remember write the title : Order NO. *************

Once we receive your email , we will let my engineer to check it fro you , and find the good solution for you , and reply you soon ,Best wish.

邮局收费恶意纠纷（提供发票让国外朋友确认）

思路：客户提供照片确认

Dear Valued Friend

Really sorry for that inconvenience , In fact we send you by the China Post shipping way , As i know usually this way never need charge the extra fee , Maybe it is your local post office policy , because we have already paid the shipping fee for you , Hope you can send me a picture of the bill .

Once we received the picture , we will reply you soon , and help you solve the problem ASAP, Best wish.

海关收税恶意纠纷（提供海关收据）

思路：针对快递只要你提前买家协商好渠道，申报价值，要付关税是买家自己的义务。

Dear Valued Friend

Really sorry for that inconvenience ,In fact we send you by DHL as you choose in my store , and before shipping , we have talked with you about the value , each we declare $ *** on the package as we talked , and you need pay the tax for your custom , it is your obligation.

Or you can send the tax picture , we need check it first , and help you solve the problem ASAP, Best wish.

关于质量纠纷和恶意纠纷一些简单的回复模板，仅供参考，不要直接照搬，毕竟很多表达语法上可能欠缺！

往期精彩

1、今年圣诞购物季都有哪些趋势卖家必须掌握？

2、纠纷处理原则及方法（上）

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