After-Sales Service

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

• 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 Return/Refund  訂單退貨/退款

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。