How does Taobao after-sales customer service deal with common express delivery problems? Method analysis

　　Taobao’s after-sales customer service can be said to be directly related to the store’s rating and baby’s evaluation. After all, buyers will contact them to solve the problem after-sales problem. If these problems cannot be solved successfully for the buyer, the average and bad reviews will be determined. So how to solve these express delivery problems? The editor of Laogao E-commerce will tell you this.

　　1. Logistics shows that it has been signed for, but the buyer has not received it.

　　When encountering such problems as buyers’ feedback, customer service should confirm the situation with the express company as soon as possible. If the courier is placed in the collection point but does not notify the buyer, he should inform the buyer to go over and pick it up; if the courier company has no tracking results, then reissue the product to the buyer first, track the feedback from the courier company, and find the return, otherwise the compensation will be paid.

　　2. Package outer packaging/product damage

　　Sometimes there are always some picky buyers who will ask after-sales customer service to complain about the damaged outer packaging. Then the customer service must apologize and explain to the Taobao buyer. They can give coupons and form a repurchase, allowing them to choose a courier company next time; if the product is damaged, please ask the buyer to take a photo of the damage to us, before confirming, and inform them that they can choose to refund or reissue, and at the same time, they must negotiate with the express company on related matters.

　　3. Express delivery is slow/no delivery

　　The express company does not deliver or delivers the goods. You need to contact the express company first to see what the reason is. If it is not delivered for a long time, inform the buyer of the situation and choose another express company to reissue it, and then follow up with the previous express company to follow up on the return status of the original package.

　　4. Misleading/missing product

　　If the buyer reports that the product is sent incorrectly or missed, Taobao customer service should not tell you why the buyer did not accept it in person at the first time, but should check the weighting of the express delivery. If it is the reason for your negligence, apologize to the buyer and promise to re-ship the goods. Give the buyer a satisfactory reply and also enhance the buyer's trust. Then I would like to remind the buyer that you can accept it in person. If the quantity of the product is incorrect or does not match the treasure you purchased, you can refuse to accept it and contact us for resolution.

　　5. The express company lost the item

　　In this case, Taobao customer service must first check whether the logistics information has been updated. If there is no update, contact the express company immediately to see if it is lost. If the express company cannot find out the problem immediately, give the buyer a promised processing time first, and also ask the express company to give us a processing time limit. If this time limit is exceeded, we must reissue it to the buyer as soon as possible. Taobao after-sales customer service must take a good look to avoid being at a loss when encountering these problems later. The store will suffer!