The troubles encountered in e-commerce and how to deal with them

Introduction: E-commerce sales platforms continue to be hot, but many merchants are still struggling with various online transaction rules. Whether it is the continuous impact of the three words "refund" or the constantly fluctuating sales, e-commerce people are at a loss. The author of this article summarizes the past experience and proposes methodologies for the problems that are often encountered. I hope it can help all readers.

As the saying goes: If you walk along the river, you will get your feet wet . If you do e-commerce for a long time, you will naturally encounter various problems. No matter whether your product quality is good or bad, you will definitely encounter user problems or platform problems.

I encountered more and more problems (troubles), and I gradually became more open-minded. For example, the free-graft rate of goods is 2%, and I have faced it calmly. The free-graft rate of 2% means that if you make a sales volume of 1 million, you will always have to pay 20,000 to 30,000 yuan as tribute. It's like sand in your hand. Since you can't hold it, you might as well throw it away.

I call this paying for peace of mind. There is no other way. After all, merchants are a vulnerable group in front of users and platforms . Everyone understands the hardships of merchants.

In this article, I have organized the troubles I encountered and shared them with everyone. On the one hand, I want to let everyone know some of the problems you may encounter when doing e-commerce. On the other hand, you can also refer to my coping methods and know how to solve the same problems when you encounter them.

01 E-commerce problem 1: Only refunds

When I was preparing to talk about the topic of refund only, I found that it seemed that I could not finish this article. To describe refund only in one word is "too much to describe". I guess any merchant who has been doing e-commerce for more than a few days must have encountered refund only. Last time I heard someone say: My products are of good quality, so there should not be refund only . Hearing this, I laughed: Oh, naive!

When you encounter a refund-only situation, it is not difficult to deal with it. First remember one thing: don't reason with the user. Why? It's like someone is holding a knife and preparing to rob you in the middle of the night. You still reason with him: Why don't you work hard and come out to rob? Have you ever thought about your parents and children?

Do you think the other party will listen? The more you reason, the more excited they will become. In addition, don't lose both the wife and the army if you give them 300 yuan before they make sense .

If you encounter a refund only request, just follow the normal rejection process. Don't bring in personal emotions during the process. Once you have emotions, you will be easily led by the other party. For example, if the other party claims that the product has quality problems or caused lower body paralysis after use, you can apply for a refund only. You can follow the process and ask the other party to provide photo or video evidence.

What we need to do is to identify the authenticity of the certificates provided by the other party. My experience is that 90% of the ten that claim that there are quality problems will only refund the money, and they are just making up stories . If you ask them to provide pictures of quality problems, but the goods actually have no quality problems, what will they do? Find pictures on the Internet.

The pictures provided by the buyer should be saved to the desktop, and Baidu's image search function should be used to search for identical pictures on the Internet. Another experience I have is that the platforms that users who only want to get a refund like most are Zhihu, Xiaohongshu, and Baidu .

After finding the original image online, you can reject it normally. You can also ask the other party to provide video evidence. Generally, at this stage, the other party will show their true face and start sending various texts with asterisks (swearing). At this time, you can judge: this user is 100% looking for a free purchase.

If this person is a first-time offender, the system may misjudge and judge the user as the winner, and then the money will be included in the tribute mentioned above. If this person is a repeat offender, the platform will have a record of it. If you reject the other party's application for a refund only, the platform will most likely support your rejection and let the user return the product for a refund instead.

What follows is a long and drawn-out quarrel. The platform will not decide the final result and will only be a bystander. It all depends on who will give up first, the user or the buyer.

02 E-commerce trouble 2: sending the wrong goods

There is a professional term called Murphy's Law, which means that when something is supposed to go wrong, it will go wrong. With so many orders every day, it is inevitable that the wrong goods will be sent. Every time an old customer comes to me, either they only want a refund or they send the wrong goods.

Users who come here because of wrong goods are still normal buyers. Unlike users who only want refunds, they are ready to buy for free from the moment they place their orders . For normal buyers, what they want most is to send out the correct goods as soon as possible.

The merchant will ask the user to send the correct product after sending it back, or will they send the correct product directly. This is up to the company to judge. My suggestion is to first check whether the wrong product is really sent, and whether the wrong product is the wrong specification or the wrong brand.

I have encountered a situation where someone bought the white model but received the black model. The user did not apply for after-sales service, but just reminded us to be careful next time and used the product anyway. Such users are quite good, but there are not many of them.

Most of them want to resend the goods quickly. In this case, I let the other party apply for return or exchange. This operation has an element of gambling. My experience is: among 10 users who receive the wrong goods, 5 will apply for return or exchange, 4 will apply for return and refund, and 1 will apply for refund only .

If the amount of the goods is not high and the wrong goods are indeed sent, the user will apply for a refund only, and the platform will most likely agree within seconds. Therefore, you should be cautious in chatting and quickly determine which category the user belongs to, whether to recommend the user to return or exchange the goods or return and refund, and never go to the step of only refunding.

03 E-commerce trouble number three: sales volume drops

E-commerce is all about links. A store may only have one or two links that bring more than 95% of its sales. If these one or two links suddenly have no sales, it will be a disaster for e-commerce operations. Fortunately, I have also encountered such a thing.

A link that was running well, was suddenly reported as infringing the image and was directly removed. In order to make this link, I used low prices to increase the weight, gave good reviews and various S orders in the early stage. These were all costs. Gradually, I was about to reap the fruits of victory when I gradually gained weight. As a result, bang! Everything was gone .

My suggestion is that you should adjust your mindset quickly and realize that e-commerce is not a smooth and uneventful business . The surge and plunge in sales is the norm in the e-commerce field, and we should accept it with a normal mind. Secondly, you should quickly come up with a response method. If you can appeal, submit the materials as soon as possible.

Image infringement is easier to deal with. Delete the image and resubmit it. It is likely to be successful. There are also cases where images cannot be put on the shelves due to infringement, such as mine. There are also cases where the link is removed due to fake sales, etc. Don't have too much fantasy in this case. First file a complaint, and then hurry up to put up a new link.

Experienced e-commerce users know that links are risky, so they will make two links at once. If one link fails, the other will quickly replace it, which can at least make up for one-third of the loss. Another way is to open more stores to share the risk.

Anything can happen in Duoduo. Once, a user who had never placed an order complained about us selling fakes. He sent me a screenshot of the successful complaint and asked me what to do. I replied: Haha. The other party didn't say anything. A rookie doesn't need to care about him. I'm afraid of encountering professional counterfeiters. That's cruel. In the next article, I'll talk about how to deal with professional counterfeiters. This is the end of the story.

04 Last

Doing e-commerce is like life, you will definitely encounter annoying things. My advice to everyone is: newbies should quickly seek advice from experienced people, plan ahead, know the problems you may encounter, and practice solutions in advance. Experienced people will summarize problems once they encounter them, and constantly optimize solutions to reduce the proportion of membership fees.

Anyway, I have seen a lot of refunds and I am familiar with handling them. The probability of being successfully taken advantage of for free is getting lower and lower, and it is becoming more and more difficult to cheat me out of my money.

Author: Tiger Talks Operations

Source: WeChat official account: "Tiger Talks about Operations (ID: laohujiangyy)"