Taobao customer service return terms

Customer service first asks why you want to return the goods.

A. Commodity quality issues

Note: If the customer asks for a refund, you need to communicate with the customer by phone.

B. Size issues

C. Return or exchange goods for other reasons

A. color difference: "honey, it is like this. All the goods in this shop are taken in kind. After the shooting, we have tried our best to ensure that the color is very realistic and closest to the real thing. But the factors that affect the color difference include the display and the change of ambient light. This is an unavoidable problem in online shopping now, so we can't return the color difference. "

B. I don't even look good in my own clothes: "honey, it's like this. Every baby in our store has a detailed introduction, describing the size, quantity and material of YY in detail, and also providing the size of the model for reference. Because of everyone's height and weight, it is impossible to guarantee that everyone can wear a model, so our store does not support returning goods for this problem. "

C. Others: "Dear, in response to your question, the store's statement has written a+statement link."

Note: If you can't handle the above problems, you can send a statement link to the customer to read first and ask if you haven't read the statement before shopping.

Second, the logistics problem.

Q: Why hasn't it arrived yet? Why is it so slow?

Honey, don't worry yet! It takes about 5-7 days for your clothes to arrive from xx (city name). I expect to receive the clothes within x days! We will help you keep an eye on the logistics trends at any time. If there are any problems on the way, we will inform you as soon as possible! Don't worry!

Tell the customer your logistics distance and estimated logistics time. At this time, the customer's mentality is to worry that you have forgotten her product. We need to let her know that we have been paying attention to her product trends and make her feel valued. )

Third, customer relationship maintenance.

1. Members and non-members want to send groups.

A. Members

"Dear members, xxx held a special xx activity to give back to new and old customers, and there are more members to give back to. There are many discounts and big profits, so hurry into the store and have a look. "

B. Non-members

"Dear customers, xxx held a special xx activity to give back to new and old customers, as well as small gifts. More discounts, greater profits, hurry into the store and have a look.

2. SMS

A. Member information

"Dear members, Taobao" xxx "specially held xx activities to give back to new and old customers' services, especially to make profits for members. Please log in quickly and enjoy your power! "

B. Birthdays of members

"Dear members, all staff of xxx wish you xx (blessing content). On this special day, our store specially prepared special activities for you, such as postage and profit-making. Come and choose a birthday present for yourself. "

C holiday messages from members and customers in the last six months

XX (blessing content). Taobao xxx holds xx activities on a special day. Please log in to Taobao and enter the store. "

3. Birthdays of high-end members

"Excuse me, is this Ms/Mr XX? Hello, I am the account manager of Taobao xxx. Today is your birthday. On behalf of all the staff of xxx, I wish you a happy birthday. Because you are a special member of xxx, you can enjoy preferential activities such as postage and substantial profits when you arrive in xxx within 3 days. +Ask if you are satisfied with xxx after sales. "