What are the common disputes in cross-border e-commerce? What are the skills to solve them?

When operating a store online, you will always encounter various problems. If you find that there are some problems with the store, you must solve them in time. If there is a dispute with the consumer, you must communicate with them in time. So what are the common disputes in cross-border e-commerce?

What are the dispute resolution techniques for cross-border e-commerce?

1. Common measures taken for disputes regarding goods not matching descriptions

First of all, we need to check whether the goods are really different from what the customer said. We mainly check the product title description, product pictures, size, packaging, color, and whether the detailed description of the product is exaggerated.

Secondly, if it is a multi-variable product, such as products with multiple colors or multiple standards, check whether the buyer has chosen the wrong variable.

If the product is a one-size-fits-all product or is sent randomly, check whether there is a statement about this in the detailed page description.

If the product is out of stock or in stock status, you must communicate with the buyer whether he is willing to wait and whether he agrees to adjust or exchange the product. Do not act on your own and ship the product casually.

Usually when encountering this kind of disputes, you must patiently communicate with the buyer, actively reconcile the conflict, and appropriately appease the buyer's emotions. When Sanmao was doing cross-border e-commerce, he felt that most international friends were relatively good, and they were willing to cooperate with the seller to cancel the disputes.

2. What measures are usually taken when the goods actually received do not match the goods described?

First, rule out the possibility that the actual goods are not in accordance with the description as the customer said. If it is your own fault, you must apologize to the buyer immediately and take remedial measures.

If the customer deliberately engages in fraudulent behavior, submit the case to the platform to file a complaint and protect rights.

The usual remedy is communication and apology, and after this step, most buyers express understanding. For the remaining difficult customers, you can further make up for the mistake by returning part of the payment or giving some exquisite small gifts.

Customers are always God. Many of your small details may bring you repeat orders. Please pay attention to the maintenance and processing of details.

3. Measures usually taken for disputes caused by quality issues

Quality issues include defects in the product itself and customers’ doubts about its functions caused by insufficient introduction.

If it is a defect in the product itself, then you need to pay attention to check the quality of the goods before shipment to ensure that all products are genuine and high-quality products.

If it is a product with complex functions, please provide a detailed instruction manual as auxiliary material before delivery, and remind customers to communicate with you as soon as possible if they encounter any problems in use.

In general, the three most common disputes in cross-border e-commerce are goods not matching the description, goods not being shipped as agreed upon, and goods quality issues.