速賣通賣家必知的糾紛處理——貨物短裝-ESG跨境

某筆訂單中數(shù)量為10 件，賣家通過(guò)兩個(gè)包裹發(fā)貨。其中一個(gè)包裹已經(jīng)妥投，另一個(gè)包裹仍然在途中，因此買家以未收到貨提起糾紛并要求部分退款。

1、提起糾紛后買賣雙方做法

買家:提起糾紛。

l wrote to you twice and you had more than 10 days to answer. It is obvious you do not want tosolve this issue.1 of the packages arrived weeks ago, the other did not.

賣家:拒絕糾紛，強(qiáng)調(diào)另一個(gè)包裹在途中，并把運(yùn)單號(hào)再次出示給買家，建議買家延長(zhǎng)收貨時(shí)間等待包裹。

Sorry for the late response.Recently we were lack of people to deal with many orders. I amhiring more people.I tracked this tracking number it was in shipping and not returned. l justextended more 15 days delivery time.

買家:同意繼續(xù)等待并詢問(wèn)包裹狀態(tài)。

Sure, but before I cancel the dispute, could you tell me what is the last known location of mypackage? And how old is this information?

賣家:說(shuō)明包裹狀態(tài)并建議等待天數(shù)、退款金額。

The tracking information just shows it's in shipping. I can't get more information. I just extendmore delivery time and you have 29 days to confirm this delivery.At least,friend, if you don't cancelthe dispute, please change the refund money, you already received a part goods of this order. Thanks.

2、平臺(tái)介入后如何處理

平臺(tái)介入后，通過(guò)郵件告知雙方情況。

告知買家:部分包裹在途中，建議等待，如果包裹妥投請(qǐng)確認(rèn)收貨。

The tracking number shows the goods are in transit, we'll ask seller to contact shipping companyto confirm the status of package within 3 calendar days. If you have received the goods in goodcondition, please cancel this claim and confirm order received.

告知賣家:貨物運(yùn)輸時(shí)間已經(jīng)超過(guò)承諾運(yùn)達(dá)時(shí)間，建議積極與買家溝通。

關(guān)于此糾紛訂單，自包裹之日起至今，貨物在途的時(shí)間已經(jīng)超過(guò)了您設(shè)置的承諾運(yùn)達(dá)時(shí)間。買家方面也因遲遲未收到貨而提起糾紛，且在此期間并未對(duì)發(fā)起的糾紛進(jìn)行撤訴。因此，請(qǐng)您積極與買家良好地溝通，及時(shí)處理因?yàn)榭陀^原因?qū)е碌某瑫r(shí)問(wèn)題，獲取買家的理解和支持。

響應(yīng)期限到期后，包裹未妥投，賣家同意部分退款:

l have agreed to refund you. Firstly l refused your dispute is that because this parcelRB59****564CN is in shipping.and I hope it can be shipped and we extended deliery time for you. 1do not ingored you l am very sorry for my late.

平臺(tái)操作部分退款并關(guān)閉糾紛。

3、如何避免該類糾紛

①積極關(guān)注糾紛案件。在買家提起糾紛尚未上升至仲裁平臺(tái)介入前，積極予以響應(yīng)。

②核對(duì)、退款金額。在確認(rèn)部分包裹未妥投的情況下，積極與買家核對(duì)部分退款金額信息。

③在雙方協(xié)商一致的情況下，將協(xié)商信息于糾紛平臺(tái)。

以上是貨物短裝相關(guān)的內(nèi)容，希望對(duì)您有幫助。

特別聲明：以上文章內(nèi)容僅代表作者本人觀點(diǎn)，不代表ESG跨境電商觀點(diǎn)或立場(chǎng)。如有關(guān)于作品內(nèi)容、版權(quán)或其它問(wèn)題請(qǐng)于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。