Most businesses are at a loss when encountering such situations. After the wrong delivery behavior occurs, some of the merchants eventually complain that the store sells fake products due to lack of after-sales service capabilities, which creates a considerable burden on the store's after-sales service. Today, let’s explain in detail how to avoid and correctly deal with such high-risk risks.
Merchant A - Wrong brand
Merchant A said that the warehouse staff mistakenly sent other brands in the store to consumers, causing consumers to complain about fake goods. In this consumer's concept, the brand he received was not the brand he bought, which was the most favorable evidence that the merchant sold fake products. I think many merchants’ voice is: I really just send the wrong goods, but I have a conscience and it is impossible to sell fake goods!
Merchant B - wrongly posted the old version of the product
Merchant B's description page describes the product pictures after the version was updated, but because the warehouse staff mistakenly shipped the old version of the product in stock to the consumer. After receiving the product, the consumer found that the version was different from what he had been using, he immediately complained about the counterfeit sale. At that time, the merchant explained weakly: "I am responsible for not checking carefully before shipping, but because of the mistaken delivery, I said I was selling fake products, I was not happy. I am moral and it is absolutely impossible to sell fake products."
1. How to avoid such risks
1. Improve the inspection process before delivery;
2. If new and old packaging is updated, the latest product information must be updated on the description page in time and the comparison of new and old versions must be indicated to let consumers understand the situation of new and old versions and reduce misunderstandings;
3. Merchants need to improve the classification and management of warehouses. For example, goods that have defects themselves or other defective goods returned by buyers must be clearly isolated and classified to avoid personnel making mistakes incorrectly sending defective goods to buyers;
4. If you send an order for color products randomly, the merchant must indicate it in conspicuous fonts in the more obvious places on the description page, or explain it to the buyer in advance before placing an order.
2. How to deal with the correct complaint of a merchant when encountering a buyer
1. Explain the reason carefully and patiently to the buyer. If you get permission from the consumer, you can contact the buyer to apologize and explain. Do not call the buyer if it goes against the buyer's wishes. This will cause the buyer to be disgusted and will not be conducive to handling disputes;
2. When a buyer complains about a fake brand due to a mistake in issuing the merchant, the merchant can also provide the buyer with his authorized distribution qualifications and daily tax-inclusive purchase invoices (or a purchase list stamped with the shipper’s official seal) to the buyer during the explanation;
3. If the merchant sends the wrong goods, the merchant actively handles the plan to exchange or return the goods due to the round-trip shipping fee, the loving merchant can also give the buyer the exchange goods some small gifts or similar small cards to express apologies, so that the buyer can feel the merchant’s sincerity.
3. The impact of buyers complaining about the merchant’s counterfeiting due to such circumstances:
1. Because the reasons for the buyer’s complaint are not ordinary rights protection reasons, the reasons for counterfeiting are more sensitive, so the buyer’s complaints will increase the merchant’s after-sales handling pressure, and the merchant’s explanation costs are higher;
2. If the merchant sends the wrong goods, he will face the risk of out-of-stock compensation;
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