A strong emphasis on after-sales service is crucial for building customer loyalty, satisfaction, and retention. It allows businesses to address customer concerns, provide technical support, offer product warranties, and handle returns or exchanges. By prioritizing after-sales service, businesses can foster positive customer experiences, generate repeat purchases, and establish a positive brand reputation that sets them apart from competitors. In this session, you will learn about -
售後服務對於建立顧客忠誠度、滿意度和回購率至關重要。透過解決顧客疑慮、提供技術支援、提供商品保養,以及處理退貨或換貨,商戶可以建立正面的顧客體驗,促進顧客回購,並建立有別於競爭對手的良好品牌聲譽。在本節中,您將學習:
Customer Service Support / 顧客服務支援
Order Return/ Refund / 訂單退貨/退款
Merchant will be responsible for supporting customer service - including answering customer inquiries, complaints, refunds, and returns. Yoho's customer service team will not be involved in the process
平台商戶將全權負責提供顧客服務支援,包括回覆顧客諮詢、處理投訴、退款和退貨。友和的顧客服務團隊將不參與此流程。
Merchant's contact details will be shown in the order details for customers to see, please choose the communication channel that best suits you and avoid putting a personal contact
平台商戶的售後聯絡資訊將顯示在訂單詳情中供顧客直接查看。請選擇最合適聯絡方式,並避免使用私人聯絡方式。
Merchants are obligated to provide a prompt response and action toward customers' request
平台商戶需要就顧客的查詢/要求提供及時且專業的回應和處理。
There are times that return and refund happen, common scenarios such as SKU out of stock and product defect.
退貨和退款會偶爾發生,常見的情況包括商品缺陷和缺貨。
Step 1: Communicate with the customers. Merchants will be the point of contact - meaning you will communicate with customers directly, explain to the customer about the current situation, and provide solutions. If an item needs to be returned, please arrange for the item retrieval, all costs will be borne by the merchant.
步驟 1: 平台商戶將是主要的聯絡方式,負責直接與顧客直接溝通,詳細說明目前情況,並提供具體的解決方案。若商品需要退回,請安排商品回收,所有相關費用將由商戶全額承擔。
Step 2: Inform your Relationship Manager. Please send in an email regarding the case, include the following information - order number, the reason for refund, and whether or not you already have consent from the customer regarding the refund. Please do not inform us without getting consent from the customer in prior, Yoho's customer service team will not be involved in the process.
步驟 2: 請聯絡我們友和合作商戶專線並提供以下資訊:訂單編號、退款原因,以及您是否已取得顧客的退款同意。請務必在取得顧客同意後再通知我們,友和的顧客服務團隊將不參與此流程。
Step 3: Yoho will assist merchants in arranging the refund. FPS or bank transfer refund will take around 3-5 working days, while a credit card refund might take up to 3-4 weeks, depending on the card issuing bank.
步驟 3: 友和將協助商戶安排退款事宜。轉數快(FPS)或銀行轉帳退款約需 3 至 5 個工作天,而信用卡退款可能需要 3 至 4 週,具體時間取決於發卡銀行的處理速度。
Step 4: Adjust your inventory level if needed
步驟 4: 根據實際情況,及時調整貨庫存水平。
The estimated latest delivery time is calculated based on the Day To Ship that the merchant set by the merchant in the Shipment Management. Merchants should carefully configure this timeframe and ensure that orders are shipped within the committed “Day to Ship” timeframe.
系統會根據商戶在物流管理中設定的訂單寄出時效 (Day To Ship) 計算出預計最遲送貨時間。請商戶務必審慎設定此時效,並確保能在承諾時效內完成訂單寄出
If an order remains unprocessed beyond the stipulated shipping timeframe and we receive a cancellation request from the customer, the order will be directly canceled and refunded without any prior notification. Once the order refund is completed, you will not be able to input the tracking number in the merchant center. Any fees or losses arising from delayed shipment shall be borne solely by the merchant.
若訂單超出寄出時效仍未寄出且接獲顧客取消要求,我們將直接為顧客安排訂單取消及退款,不作另行通知。當訂單退款完成後,您將無法於後台輸入運單號碼。凡因延遲寄出所致之任何費用或損失,概由商戶自行承擔。
In the event of any issues with the delivery timeline necessitating a ship-out delay, merchants are required to proactively communicate with the customer to reach an agreement and log the expected shipment date and the agreed terms in the "Internal Notes" section of the order in the Merchant Center.
如有任何貨期問題導致需要延遲發貨,請務必先與客人溝通達成共識,同時於後台訂單的內部備註 (Internal Notes) 中記錄有關預計寄出日期及與客人達成的共識。
若英文本與中文譯本之間有任何歧異,則以英文本為準。