Order management and after-sales service are a crucial step for Shopee sellers to store management, and are directly linked to store efficiency.
Order management and after-sales service are a crucial step in store management, which is directly related to the store's economic benefits and customer experience~
This issue brings the first bullets of order management and after-sales service to all cross-border sellers: order status and bargaining operations .
Shopee six order statuses are all in one go
There are many types of order status. Clarifying the logic of the correlation between status and the appropriate handling of each order status is a difficult point for cross-border sellers to manage orders. There are 6 types of Shopee order status, including unpaid, waiting to be shipped, being shipped, being shipped, completed, cancelled and returned refunds . The following is an explanation for all cross-border e-commerce sellers.
Six order statuses:
(1) Unpaid
That is, the order waiting for the buyer to complete the payment.
After the buyer completes the payment, this order will automatically enter [My Sales]-[To be shipped].
(2) Waiting for shipment
The buyer has paid and is waiting for the seller to ship. COD orders will also be displayed directly in the [To be shipped] status.
If the order logistics is SLS, the seller clicks [Shipping] to obtain the waybill number and print the face sheet for shipment; if it is a third-party logistics, please click Shipping and enter the logistics provider's waybill number to complete the shipment of the corresponding goods.
(3) Delivery
Products that have completed [To be shipped] will automatically appear in [Transportation]. Sellers can click [View details] to view the corresponding logistics status.
(4) Completed
Shows completed orders, and the conditions for order completion:
●The buyer has confirmed the receipt;
●The number of days preset by the Shopee system for cross-border e-commerce.
(5) Cancelled
The cancelled order will appear under [Cancel], and the cancellation reason will also be displayed here. Currently the order can be cancelled by the buyer, seller or the system.
(6) Refund/return
The orders that the buyer applies for a refund/return will appear in [Refund/Return]. Click anywhere in the order to view the reason for the buyer’s refund/return.
The following summarizes two issues that cross-border sellers are most concerned about in order after-sales service, helping cross-border sellers better manage orders and improve customer experience.
Popular topics about order status
Q1: How to follow up unpaid orders
1) For unpaid orders, communicate with the buyer in time to avoid cancellation of orders due to failure to pay in time or the buyer hesitated. You can send payment reminders to buyers through chat.
-Eg
Hello, dear customer, I’m glad you like our products. We saw that you have placed an order but have not paid yet. Do you have any trouble during the payment process? Please let us know in time so that we can help you, thank you.
Hello, dear customer, the system shows that you still have unfinished orders. According to the Shopee system regulations, the order will be cancelled today, so please transfer the money as soon as possible~ If you have any related questions, please consult us, thank you.
2) Reply templates for different situations:
·The buyer's bank card has been transferred, but has not arrived
-Eg
Bank transfer confirmation of payment generally takes 1-3 working days to process, and we will ship the goods as soon as possible after the payment is completed.
·I have problems on the way to pay/I won't pay
-Eg
Regarding the problems encountered in payment, it is recommended to contact the local customer service to deal with it.
Q2: Why has the buyer already paid through bank transfer, but the order status is still unpaid?
1) It usually takes 1-3 working days to confirm payment for bank transfer, so it is possible that the order will still be displayed as unpaid, please wait patiently.
2) If the buyer has any payment questions, it is recommended to call the local customer service.
Shopee bargaining operation strategy
Negotiation operations can promote store order transaction volume. When the buyer is hesitant and has not paid for it for a long time due to price issues, the buyer can apply for a bargaining application to the seller. The seller has the opportunity to use small discounts on the price to promote an order.
Buyer bargaining application method
First of all, the seller must enable allowed bargaining in the store settings, and the buyer can negotiate the price of the product through chat. When the buyer makes a bargaining application, the seller can see the buyer's application in the chat window, and click to see the latest price proposed by the buyer. The seller can choose not to accept it or accept it and respond to the new price proposed by the buyer.
Clarifying the order status and efficiently handling orders in different states can greatly improve the efficiency of store operations; and using buyer bargaining operations can promote order transactions. These are the only magic weapons to improve the economic benefits of the store. Have you remembered it by cross-border sellers? We will continue to update more practical information on order management and after-sales for you later. Stay tuned! (Source: Shopee)
The above content belongs to the author's personal opinion and does not represent the position of Laogao E-commerce Network!
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