CrossborderE-CommerceBtoC常見(jiàn)交易糾紛常見(jiàn)交易糾紛產(chǎn)品糾紛服務(wù)糾紛產(chǎn)品糾紛產(chǎn)品糾紛質(zhì)量糾紛非質(zhì)量糾紛部件損壞表面瑕疵錯(cuò)發(fā)貨色差功能無(wú)法實(shí)現(xiàn)貨不對(duì)版少發(fā)貨未收到貨產(chǎn)品糾紛服務(wù)糾紛服務(wù)糾紛客服態(tài)度不友好郵件回復(fù)慢物流投訴支付方式單一退換貨不方便售后服務(wù)跟不上服務(wù)糾紛運(yùn)營(yíng)管理問(wèn)題CrossborderE-CommerceBtoC客戶投訴處理案例客戶投訴處理案例客戶投訴發(fā)錯(cuò)貨1ClaimagainstthedeliveryofwronggoodsWe'resosorryfortheinconveniencecausedbythewrongdelivery.Thanksforyourunderstandingandcooperation.道歉重新發(fā)貨告知發(fā)貨信息再次道歉Wehaveshippedoutthereplacementimmediatelywhenweheardaboutthisissue.Attachedpleasecheckthetrackingnumberandtheinvoice.Andpleaseshipoutthegoodsbacktothisaddress......We'llpayfortheshippingcost.客戶投訴處理案例客戶投訴產(chǎn)品質(zhì)量差2claimagainsttheinferiorproductqualityWe'resosorrytohearthatyou'renotsatisfiedwithourproduct.Butwe'realsoappreciatedforyourpurchasing.Thanksforyourunderstandingandcooperation.表達(dá)遺憾提出賠償再次感謝ifyouchoosetoreturnthisitembacktous,inviewofourlong-standingbusinessrelations,wewillgivefullrefundtoyou.Ifyouchoosetokeepthisitem,wewillgiveyoua30%discountascompensationinnextorder.全額退款復(fù)購(gòu)折扣客戶投訴處理案例客戶投訴配送遲延2claimagainstthedelayedshipmentWe'resosorryfortheinconveniencecausedbythedelayedshipment.Apologizeagainandthanksforyourunderstanding.致歉說(shuō)明情況再次致歉Wehaveconfirmedwiththeshippingcompany.Thedelaywascausedbytheterribleweather/holiday/customclearance,etc.Nowthetrackinginformationshowsthatthisitemhavearrivedinsomeplace,itwilltakeaboutsomedaystogettoyourhouse.客戶投訴處理案例客戶投訴售后服務(wù)差4claimagainstthepoorafter-salesserviceWe'resosorryfortheinconveniencecausedbytheafter-salesservice.Apologizeagainandthanksforyourunderstanding.致歉說(shuō)明情況再次致歉Wehavealreadyaskedathirdpartyinyou