當(dāng)交易過程中出現(xiàn)糾紛時(shí)，賣家首先要穩(wěn)住自己的心態(tài)，妥善處理。下面羅列幾個(gè)可以參考的應(yīng)急處理模板。

1．糾紛平臺(tái)介入處理，提交證明:運(yùn)單查詢記錄，包裹圖，溝通記錄

Dear friend,

Sorry that buyer haven't receive the package,

1st,we sent the package on time, maybe china post air mail office have the tracking problem,just have the foremost record, but it's load on the internet, just no update;

(Attachment 1 : tracking record)

2nd, we sent the package by well pack with the right address;(Attachment 2: package picture)

3rd, after buyer apply the dispute,we communicate immediately, it's on the way,please waitpatient.

(Attachment 3: communicate record)Thanks for your work and judge.

2．糾紛平臺(tái)介入處理，提交證明:運(yùn)單查詢記錄，包裹圖

Dear friend,

sorry that buyer haven't receive the package,

lst, we sent the package on time,maybe china post air mail office have the tracking problem,just have the foremost record, but it's load on the internet, just no update;

(Attachment 1: tracking record)

2nd, we sent the package by well pack with the right address;(Attachment 2: package picture)

Thanks for your work and judge.

3．跟短裝糾紛買家溝通，補(bǔ)發(fā)并送額外禮物

Dear friend,

Thanks for your order,we feel very sorry that we made mistake for your parcel,your trackingnumber is RB498800732CN, it already arrive Kuwaiti think you will receive soon, the parcel onlyhave one bag, we missed one bag for you，today we will send you another parcel and a gift for ourmistakc, and sorry for let you wait again, hope can get your understanding and support, thank you .

4．收到貨物后糾紛投訴圖片與實(shí)物不符

Dear friend,

lt's great you have received the order, at same time fell sorry that zipper make you not satisfied,we confirmed that you are correct, the picture is gold and you got is black, we even not found afterreceived your feedback, so thanks very much, this time tory made all black bag with black zipper,so we will retake the picture and renew for the bag; for your order, i would like to see your opinion,what can we do for you, we will try to meet your request.

Best regards

5．貨物破損，直接溝通

Dear friend,

Thanks for your order and feedback, we feel regret that our goods have poor quality and let youdisappoint， We have two suggestions first one is resend you, second is refund if resend, we will resendthis week.But need some days to deliver，sorry for waiting again,if you satisfy with our servicewould you please give us five star feedbacks?

6．確認(rèn)買家未收到貨物，已準(zhǔn)備重發(fā)

Dear friend,

This is XX from AliExpress,you have an order in our store, order number is:602968, this is thelink:XXXXX.

Sorry that the tracking number cannot tracked, we would like to resend you or refund you, whichyou prefer?

lf for resend, we will resend you this week,and let you know the new tracking number,if forrefund, if possible you have PayPal ?

As for buyer we understand you paid but now get the parcel, as for seller we lost the goods andnot get the money.

We both troubled by the bad shipping,if possible would you please leave us 5 star positivefeedback? Your supporting is our motiion to do better, thanks very much!

We are good seller, want all buyers have nice shopping experience, when you shopping next timeplease leave us message, we will give you extra gift, welcome shopping next time^_^.

Best Regards ^_^.

7．買家投訴未收到貨，糾紛為貨物在運(yùn)輸途中，希望買家可以耐心等待

Dear friend,

This is XXX from AliExpress,you bought a gold watch in our store，your order numberis:6028473968, this is the link: sorry that you still have not receive them,we checked your parcelkeeping update,it's on the way now, we extended 30 days for your order,still have time to wait,weunderstand you as buyer paid not receive the item, as for seller we sent but we do not get money yet.

We both troubled by the bad shipping, please understand us,just give us some time.

Would you please agree to cancel the dispute, after time finish still not receive, if really you can'treceive the parcel, we will send you again or refund, We a good seller, please don't worry.

Thanks for your understanding and support.This is the tracking link: XXXXX.Best Regards^_^.

另外要注意保留證據(jù)，交易過程中的有效信息都要保留下來，當(dāng)出現(xiàn)糾紛時(shí)能夠作為證據(jù)來幫助解決問題。交易過程中及時(shí)充分地舉證，將相關(guān)信息提供給買家進(jìn)行協(xié)商，或者提供給幫助裁決。

糾紛并不可怕，只要賣家做好充分的準(zhǔn)備，一切以買家滿意為目標(biāo)，一定會(huì)有好的結(jié)果。希望以上內(nèi)容對(duì)您有幫助。

特別聲明：以上文章內(nèi)容僅代表作者本人觀點(diǎn)，不代表ESG跨境電商觀點(diǎn)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。