如何處理實物與描述不符的糾紛？-ESG跨境

糾紛對賣家還是有一定影響的，針對實物與描述不符的糾紛，小編舉一個例子說明應(yīng)該如何處理。

1.提起糾紛的原因

買家買了2個Lot，8個燈泡，收到貨后表示燈泡的瓦數(shù)不一致，以此提起糾紛。

2.提起糾紛后買賣雙方的做法

買家:提起糾紛，要求部分退款（退25美元，總金額49.4美元)，不退貨。

Unfortunately，you sent me wrong products.l've ordered SMD5630 -60LEDs -15w,received42LEDs-5.2W. Third times difference in power. I'm very upset, because, I always receive corn bulbswith lower power. This time I'm triple upset, because you sent the wrong bulbs. If you need I can sendyou the link to the video.

賣家:拒絕糾紛，要求買家退貨，表示發(fā)了兩種類型的燈泡，都是按照買家要求的，希望買家重新檢測。

Hello, you purchased two orders from us, one is 42LEDs, another is 60LEDs,we all do as yourrequest. On the other hand, the power is more than 5W and you should text is in correct voltage andcurrent. Best regards!

買家:修改退款理由，退款金額從25美元降至21美元，并且表示愿意舉證，如果退貨的話，要求賣家承擔(dān)運費。

Unfortunately，you sent me wrong products. I've ordered SMD5630 -60LEDs -15W, received 42LEDs-5.2W. Third times difference in power. I'm very upset, because, I always receive corn bulbswith lower power. This time I'm triple upset, because you sent the wrong bulbs. If you need I can sendyou the link to the video.

21USD my last offer. I also can offer you return of product, but you should pay shipment costwhich is 11USD in advance.

賣家:拒絕買家的請求，要求買家退回所有貨物，然后全額退款。

Please return my goods to you.

買家:繼續(xù)拒絕賣家的請求，并且提供了視頻舉證，然后提起仲裁糾紛，要求平臺介人。

Unfortunatcly，you sent me wrong products. T've ordered SMD5630 -60LEDs -15W, received42LEDs-5.2W. Third times difference in power. I'm very upset, because, I always receive corn bulbswith lower power. This time T'm triple upset, because you sent the wrong bulbs. If you need I can sendyou the link to the video.

21USD my last offer. I also can offer you return of product, but you should pay shipment costwhich is 11USD in advance. Video shows that I sent to you.

平臺建議:買家提起糾紛后，建議賣家積極與買家協(xié)商，尤其是買家提供了舉證的情況下，如果發(fā)現(xiàn)產(chǎn)品的確存在問題，可以和買家協(xié)商部分退款，如果在前期糾紛階段就達(dá)成一致，可以更好地降低仲裁提起率。

3.平臺介入后如何處理？

平臺介入后，通過郵件告知雙方情況。

告知買家:舉證的兩件被認(rèn)可，但是剩下的六件產(chǎn)品需要重新舉證。

Meanwhile, please kindly understand that our mediation is on the basis that you provided enoughevidence for your claim. Based on the current evidence provided,for goods is not as description, theevidence is accepted for 2 pieces, please provide video when you test other 6 pieces to support yourclaim within 3 calendar days.

告知賣家:我們會繼續(xù)取證，也建議賣家積極與買家協(xié)商。

Meanwhile, we will continue to accept any kinds of evidence needed in this case.And suggestgood communication between buyer and seller.

針對買家投訴問題，我方限買家3天內(nèi)提供更多舉證予以說明。請您關(guān)注買家的并積極聯(lián)系買家溝通協(xié)商。若在此期間買家補充了重要的證據(jù)，我方將根據(jù)實際情況發(fā)出裁決意見并通知買賣雙方；若在此期間雙方通過協(xié)商達(dá)成一致，請您點擊“回應(yīng)”并在響應(yīng)內(nèi)容中寫明一致意見，我方將按照雙方的一致意見處理該糾紛訂單。

響應(yīng)期限到期后，買家重新舉證問題，賣家發(fā)現(xiàn)的確存在問題后，發(fā)起結(jié)案申請（仲裁再協(xié)商)，愿意退款⒉1美元，也即買家要求的金額，然后買家同意賣家的請求，最后雙方達(dá)成一致,退款21美元。

申請退款并結(jié)案是糾紛上升到仲裁后，專員結(jié)案前，賣家可以在專員介入處理的同時，自主與買家就退款金額做協(xié)商。

申請退款并結(jié)案功能的優(yōu)點有三個。

①將案件的主動權(quán)交還給客戶，部分退款需要買家確認(rèn)，全額退款無須等待買家確認(rèn)。

②當(dāng)買賣雙方達(dá)成一致后，無須等待專員的操作，時效性更強(qiáng)。

③但凡能通過申請退款并結(jié)案功能自主解決問題的訂單，平臺認(rèn)為這是一種賣家積極主動解決問題的表現(xiàn)，不會對這類訂單做賣家是否有責(zé)的判定。

以上是處理實物與描述不符糾紛的相關(guān)內(nèi)容，希望對您有幫助。

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