Taobao internal beta after-sales negotiation tool: improve communication efficiency with consumers and effectively reduce refund rates

This website reported on August 2 that while loosening the "refund only" policy, Taobao will also launch an after-sales negotiation tool for all Taobao and Tmall merchants to meet the independent negotiation needs of merchants and consumers in after-sales scenarios.

2. For irregular buyer’s after-sales demands (such as requesting a full refund after receiving the goods, being unable to provide valid vouchers for refunds due to merchant liability, etc.), merchants can only regard rejection as communication with the buyer. Channels allow problems that could have been solved through negotiation to be dealt with through rude rejection, which increases the platform’s help-seeking rate and the platform’s liability rate risk.

   

   According to reports, this tool is currently in internal testing for some merchants, and can automatically provide a variety of solutions for consumers to choose from according to the different needs of consumers in after-sales scenarios, such as sending comfort words to consumers and a variety of negotiation options. The refund retention success rate exceeds 13%, effectively reducing the refund rate.

   

   If the consumer is satisfied with the negotiation plan given by the system, the system will automatically execute the merchant's preset operations such as cash placement, coupon placement, and refund application approval, thereby helping the merchant strengthen its after-sales service capabilities; while consumers While receiving compensation, the after-sales processing time is shortened.
   Of course, after the merchant initiates negotiation, the refund timeout is still on the merchant's side. The merchant needs to pay attention to the refund countdown to avoid timeout. If the buyer accepts the negotiation, the system will automatically issue a refund according to the negotiation plan. If the buyer refuses the negotiation or the timeout expires, the merchant will need to re-review the after-sales order.

   

   This site reminds that Taobao’s after-sales negotiation tool covers only refund and return refund (before return) scenarios for goods received. Taobao merchants can find the corresponding entrance on Qianniu Merchant Workbench and Intelligent Customer Service Workbench.

   

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