If a false transaction is found, 12 points will be deducted. Can the store still operate? 【Package Inquiry】

　　Many sellers will panic when the store is deducted for violations. What should they do if they encounter this situation? Can the store continue to operate?

　　Q: How much impact will the deduction of 12 points for false transactions have on the weight and other aspects of the store? Will it have any impact on the new models and new products? How long will the overall impact last?

　　A: After deducting 12 points for false transactions, the store will be blocked for 7 days. After the penalty period is over, the store can be restored after passing the rules examination. Taobao will give 30 days of single product search and reduction of the right of Taobao to search for products suspected of false transactions. If a product occurs multiple times, the search reduction time will be calculated scrollly. If you launch new products, the traffic may naturally decrease, or even not. It is recommended to use old customer marketing to drive new product sales. It takes about 1-2 months of careful maintenance to return to normal state. It is recommended to do a good job in daily store operations to avoid false transactions again .

　　Q: Some time ago, the store was notified that it was sold for fake sales, and there were two treasures in it, but neither of the two treasures were sold, and the sales volume was zero. It is said that the store will be closed when I found out the third time, and then I deleted all the items in the store and cleared all the warehouses. When will the operation be resumed?

　　A: If the store is found to be sold for fake products and the baby has not been sold, it may be automatically spot checked by Taobao's quality inspection department system. The sale of fake products will have an impact on the store. It is best not to use other people's brand keywords, as this will increase the risk. When you delete the baby who was notified to sell fake products and put other babies on the shelves again, be careful not to use brand keywords that are not your own brand . After you upload the baby and check the details such as the title and details page, you can run the store normally.

　　Q: Hello, teacher! There is a buyer who returns something that is not my product, and he doesn’t answer it by phone, and Wangwang doesn’t reply. What should I do?

　　A: Hello, according to your above situation, you can refuse the buyer's refund, and you can try to contact the buyer with different mobile phones. In this case, it is best to check the goods before signing for them. If the goods are wrong, they refuse to sign on the spot and take a photo to prove them. In this case, even if the waiter intervenes, he can upload the voucher, and the final judgment will not be the responsibility of the merchant. However, when the merchant has signed for it, you can only try to communicate with the buyer and refuse to refund, upload the sent back subscribe number and wrong product photos and other vouchers in the reason for the rejection.

　　Q: My products are sold on behalf of others. Before I bought them, the customer asked me if my product was imitated. I said yes, and then the customer applied for a refund as soon as he received the goods. The reason for the refund was a "fake brand", and he kept asking me to apply for Taobao customer service to intervene. How should I deal with such a thing?

　　A: Hello, I don’t know if the imitation you mentioned is a counterfeit product. Such imitation should be a counterfeit product, because the imitation must be a brand of imitation, and this brand has not authorized the sale of the store to your store.

　　1. Taobao rules determine counterfeit brands: The goods sold by the seller are purchased and recognized by the seller or identified by the right holder as counterfeit or pirated products. For example, after the goods sold by the seller are purchased, the seller considers them to be counterfeit or pirated through Wangwang chat and other methods. According to your statement, if your refund is established, the waiter will intervene, and this complaint will be established. After the establishment, a penalty will be imposed: the seller sells counterfeit and pirated goods, and if it is actually sold, 12 points will be deducted each time. If there are special circumstances, only delete and no points will be deducted.

　　2. It is recommended that you deal with it: communicate with the customer to solve it privately. Because you feel that the customer purchases it with purpose, you can check whether it can be communicated and negotiated to solve it, so that the customer can cancel the refund or change the reason for the refund, and avoid complaints after the refund is successful. It is best to communicate with Wangwang or telephone. If the customer is ransomware and the amount is large, you can use Wangwang to save chat records or telephone recordings for use when appealing.

　　3. Check whether other products in the store have the possibility of counterfeit brands, and adjust them as soon as possible. It is better to sell genuine products or your own brand to avoid such situations again.

　　Q: How to reduce the customer refund rate after-sales service in home?

　　A: Home category needs to reduce the refund rate of customers. There are several ways to recommend the following:

　　1. Control the product quality well. Before shipment, check the quality and then send it out immediately after inspection;

　　2. Pay attention to product packaging. Because home furnishings are relatively large, beware of returns caused by bumps in the middle of logistics, so the packaging must be tightly packaged;

　　3. Customer service should be done well. After the customer places an order and pays, he should actively track the logistics information. If there is any delay or damage in the middle, he should actively contact the logistics company to solve the problem, and contact the customer in time to solve the problem;

　　4. Take the initiative to do after-sales care for logistics and installation and use, and use telephone communication and care for the best results;

　　5. When a customer applies for a refund, contact the customer as soon as possible to understand the reasons for the refund, solve the problem in a targeted manner, see if it can be solved with preferential treatment, try to avoid returns as much as possible, and reduce the refund rate;

　　6. When selling pre-sales customer service , do not over-examination and publicity of the product. Prevent the after-sales problems that may arise from the product and make clear to the customer. If you receive the goods, you must inspect the goods first, or explain the installation steps clearly, etc.;

　　7. After-sales customer service needs to respond in a timely manner, and actively and enthusiastically help solve after-sales problems raised by customers to avoid refunds caused by poor communication.

　　8. Every month, you need to summarize the reasons for the return and refund of the month, find the core issues of return and refund and improve them.

　　The above suggestions are helpful to your store to reduce the refund rate. (Source: Taobao University)

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