速卖通客户服务与沟通案例

速卖通客户服务与沟通案例

本案例中的卖家是速卖通平台上的一家手工布鞋店。

客户在下单后发现产品降价了，提出投诉。

卖家及时与客户沟通，最后达成一致。

1.客户投诉客户在这家手工布鞋店购买了一双女鞋，发现还未收货之前产品就已经降价，遂在速卖通平台上进行投诉，具体内容如下。

订单号：XXXXX(查看详情 )订单金额：80.00USD订单创建时间：April 30.2018收货地址：XXXXXX卖家打开“我的速卖通”卖家端，单击“纠纷列表”，查看“纠纷详情”，具体内容如下。

订单号：XXXXX纠纷原因：产品降价订单创建时间：April 30.2018XXX 2018-05-3 22:30:51Munirah That's unfair. Could I cancel the former order and place another one at the discount price?XXX 2018-05-320:11:47WANG Just as you said, there has been a price change. However, we have not changed the price randomly. Customers can get 10% off at AliExpress from May 1 to 3 to celebrate the International Labour's Day. You placed your order on April 30, right before the discount became available. We apologize for not letting you know immediately.XXX 2018-05-319:56:24WANG We feel so sorry for your inconvenience. We will verify the price change as quickly as possible. Thank you for your patience.2.卖家客户服务与沟通卖家收到买家的反馈后，第一时间向客户道歉，并主动思考解决方案，积极与客户协商沟通，具体内容如下。

XXX 2018-05-4 23:26:37WANG No problem.Thanks a lot for your consideration. We will refund you 8 dollars as quickly as possible.XXX 2018-05-422:21:43Munirah Refunding the markdown of 8 dollars? It is OK if you repay me 8 dollars.XXX 2018-05-421:00:18WANG Thank you very much. We will compensate for your loss by refunding the markdown. What do you think of the solution?XXX 2018-05-4 20:40:37Munirah I understand that it cannot be canceled since it has been shipped. It is also useless placing another order.XXX 2018-05-4 20:17:58WANG We are afraid that you cannot cancel the former order right now, because it has been shipped. It will be greatly appreciated if you could understand us. We will try to make up for your loss.3.解决投诉当卖家和客户就瑕疵产品的解决方案达成一致，投诉就解决了。

卖家可以在“我的速卖通”中，单击“纠纷列表”，打开“纠纷详情”进行查看，详情如下。

订单号：XXXXX纠纷原因：产品有降价纠纷状态：纠纷结果仅退款USD8.00(EUR 6.89)，由卖家出资4.案例分析在本案例中，卖家在接到客户的投诉之后，十分重视客户的购物体验，一方面第一时间查明降价是否属实，另一方面为给客户带来的不便道歉。

后来确定产品因为平台举行的节日促销活动降价了，卖家主动向客户道歉，提出退回差价，而客户也对这一赔偿方案比较满意，最终双方达成一致。