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Introduction / 簡介
Introduction / 簡介
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
Customer Service / 顧客服務
Customer Service / 顧客服務
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。
Order Refund Request Handling Flow / 訂單退款申請流程
Order Refund Request Handling Flow / 訂單退款申請流程
Refund Request Raised by the Merchant / 商戶發起退款申請
Refund Request Raised by the Customer (*Due to Overdue Delivery) / 顧客發起退款申請 (*因逾期未發貨)
Refunds may be required due to out-of-stock items, unexpected overdue deliveries and product defects. To streamline this process, we have provided step-by-step instructions for submitting a refund request and managing customer refund inquiries through the Merchant Center.
退款可能是由於商品缺貨、逾期未發貨或是產品缺陷等情況。為了簡化此流程，我們提供了在商戶後台提交退款申請和管理顧客退款請求的詳細步驟。
Refund Request Raised by the Merchant / 商戶發起退款申請
As the primary point of contact, merchants are responsible for direct communication regarding refund issuance. It's essential to ensure customers acknowledge the order refund and are informed of the refund reason.
平台商戶將是主要的聯絡方式，負責直接與顧客溝通退款事宜。請務必確保顧客知悉退款安排及其退款原因。
Right after communicating with customers and obtaining their acknowledgement, merchants will need to submit a refund request in the Merchant Center. Please follow these steps closely to ensure a prompt and effective refund process:
在與顧客溝通後，商戶需在後台提交退款申請。敬請依照以下步驟操作：
Step 1: Navigate to the "Order > To Ship" page, locate the relevant order, and click the “Refund” button.
前往「訂單 (Order)」>「待出貨 (To Ship)」頁面，找到相關訂單後，點擊「退款 (Refund)」按鈕。
Step 2: Provide the reason for the refund in the designated field, and confirm that all details are accurate before submitting.
請在指定欄位中提供退款原因。在提交前，請務必確認所有資料均準確無誤。
Upon receipt of your request, we will promptly process the refund for the customer. Please note that:
在收到商戶的退款申請後，我們將會顧客安排退款。
FPS or bank transfer refunds typically take around 3-5 working days.
轉數快 (FPS) 或銀行轉帳退款：退款需時約1-2 個工作天
Credit card refunds may take up to 3-4 weeks, depending on the card-issuing bank.
信用卡退款：根據發卡銀行的處理速度，可能需時 2-4 週。
Refund Request Raised by the Customer (Due to Overdue Delivery) / 顧客發起退款申請 (因逾期未發貨)
While various factors may contribute to overdue deliveries, it is essential to emphasize that timely delivery is a critical aspect of customer satisfaction, and we take these concerns very seriously.
儘管可能有多種因素導致訂單未能如期發貨/寄出，但我們必須強調準時送達是顧客滿意度的關鍵要素，因此我們非常重視此類問題。
Customers may submit refund requests for orders that exceed the shipment SLA (“Day To Ship”), especially if they have not received any updates regarding the order status or have not yet received their order.
顧客針對逾期發貨 (即是超出寄出時效仍未寄出仍未安排發貨)的訂單發起退款申請，尤其是在未收到訂單狀態更新或尚未收到商品的情況下。
Process for Handling Customer Refund Requests / 顧客退款申請處理流程
To ensure prompt and efficient handling of customer refund requests, please follow these steps: / 敬請依照以下步驟操作：
Monitor for new customer refund requests on the Order > “Exchange / Refund” page in the merchant center.
敬請在商戶後台的「Order」>「Exchange / Refund」頁面中，定期留意新的顧客退款申請。
After communicating with the customer and obtaining their consent, please process the request by selecting either “Agree Refund” or “Reject Refund” in the actions column.
在與顧客溝通並獲得其共識後，請在操作欄位中點擊「同意退款 (Agree Refund)」或「拒絕退款 (Reject Refund)」來處理該訂單的退款申請。
Agree Refund / 同意退款
It's imperative to verify that all refund details are accurate before proceeding, as the refund will be processed automatically upon your selection.
請務必在處理前核實所有退款詳情準確無誤。按下同意退款申請後，系統將會自動處理退款。
Rejected Refund / 拒絕退款
Customer consent must be obtained before finalizing any refund rejection. Additionally, a clear and detailed reason for the rejection must be provided in the designated field.
商戶在拒絕退款申請前應與顧客進行溝通並取得顧客的共識。此外，請務必在指定欄位中提供清晰且詳細的拒絕原因。
Order Return
If an item needs to be returned, please arrange for the item retrieval, all costs will be borne by the merchant.
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。
Latest Delivery Time and Order Cancellation Policy / 最遲送貨時間及訂單取消政策
Latest Delivery Time and Order Cancellation Policy / 最遲送貨時間及訂單取消政策
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。
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