每年下半年的旺季是卖家们极度盼望的，有更多订单这是我们运营的动力。但是单的增多也意味着纠结的处理量会相对增加，再加上旺季各地物流爆仓导致的相关纠纷更高。有多少人因为纠纷率超标服务分直降，或直接屏蔽店铺，或订单量由两位数变个位数。怎么避免或解决纠纷呢？特别是在时下828大促结束后，且看移步电商学院分享：
一、速卖通纠纷处理的三大原则
1. 每日上班后打开后台第一时间查看，做到心中有数，响应及时
如下图所示：
纠纷的响应时间是5天，如果超过5天不回应，响应超时，系统将会根据买家提出的退款金额或退货请求执行，所以不管这个纠纷是不是处理棘手，如果处理时间只剩下一天，卖家们可以依据买家提出的证据与解决方案视情况先拒绝或同意（同意前提是原因确实是我方导致）。
2. 处理原则：两者相害取其轻，两者相利取其重。
3、加强对客服的培训，可以制定处理指标每月考核，表现好的予以奖励。接待客服有责任将纠纷影响降到最低。
二、828活动期间纠纷类应对话术
1、大促爆仓提醒：
Dear valued customer:
Beause of 8.28 Aliexpress Promotions,the orders more than before.So may be a delay between scanning events and the availability of tracking information related to those scanning events. The tracking information may not appear online immediately.
Therefore, please hold on for a few more days and try to check your order some time later.
Thanks for your business again!
译文：由于8.28全球速卖通的促销，订单比以前多，因此包裹扫描和跟踪有关物流信息会有一定的延迟。跟踪信息可能不会立即出现在网上。
因此，请再坚持几天，并尝试一段时间后，要检查你的订单物流。
再次感谢！
2、包裹查无信息 ---当包裹发了还未上网，官网未更新
Dear valued customer:
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
As per tracking result powered by
(Note: There may be a delay between scanning events and the availability of tracking information related to those scanning events. The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.)
Therefore, please hold on for a few more days and try to check your order some time later.
Thanks for your business again!
译文：
亲爱的客户：
你好！我很高兴您与我们联系，关于您的订单号码rc867773406hk（示例单号）的物流信息，我很高兴帮到您。
从
（注：可能扫描和物流跟踪信息之间有延迟，所以跟踪信息可能不会更新显示。通常需要几天的时间（S）被派去跟踪的细节从海运承运人是可用的。）
因此，麻烦您稍等几天，随后几天我们会一直帮您检查物流信息？
谢谢您的购物！
3、包裹正在运输中 ---当包裹还在运输中时)
Dear valued customer
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
Here is a link for you to ref your package status in transportation：
这里复制17track查询完的结果链接就可以了。
As per current tracking result, your shipment has been shipped and dispatched by the shipping carrier of (HK Post) Registered Airmail on date 2017-08-29
It is still during normal shipping period and it hasn't arrived in your destination country as (country name) yet. I would be very thankful if you could be more patience with this overseas shipment. From our experience, for this kind of mail type, the shipping time is highly depend on the postal carrier and local customs/taxes, etc. It usually takes a few weeks from our origin country to overseas destination countries after dispatching. Therefore, please hold on for a few more days and I would be very grateful if you can wait for your order patiently.
Thanks for your business again!
译文：
亲爱的客户：
你好！我很高兴您与我们联系，关于您的订单号码RC867773406HK时间（示例单号）的物流信息，我很高兴帮到您。
这是一个链接，它里面有您的包裹物流信息。这里复制17track查询完的结果链接就可以了。
根据当前的跟踪结果，您的货物已发运的派出（香港邮政航空挂号信上的日期2017-08-29）
包裹仍然是正常在运输过程中，它还没有到达你的目的地国家（国家名称）。如果你能有更多的耐心，我会很感激。依照我们以往的经验，这种物流显示，航运时间是高度依赖于邮政承运人和当地的海关，在海外的调度下从原产地到达目的地国家通常需要几个星期，因此请耐心稍等几天。非常感谢您的耐心等待！
谢谢您的购物！
4、包裹投递成功 ---当包裹显示投妥，而收件人声称未收到时
Dear valued customer
Sorry for the inconvenience, In fact we just track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office .
We can send you all the proof to show that we send the package according to your order address in my store, And we can give you the evidence of my logistics company .
Anyway if you have any problem , Leave me message here , we will reply you within 24 hours .
Best Regards !
译文:
抱歉给您带来不便，其实我们只是跟踪包裹，它显示交付成功。 但是，如你所说，仍然没有得到它，我们希望你可以联系你当地的邮局。
我们可以向您发送所有证明，以表明我们根据您的订单地址发送包裹，我们可以给您我的物流公司的证据。
无论如何，如果您有任何问题，请在此留言，我们将在24小时内回复您。 最好的祝愿。
5、包裹可能异常 ---大部分为退件/ 海关单号/损坏/丢失等问题)
退件原因很多，到达目的国家后没有投妥成功的，引起的原因多为关税/或者投递不成功保留过期等；还有一部分原因，可能是由海关问题引起的，没有从中国成功封发出口或者没有办法进入目的地国家。要如何解决要卖家自行编辑邮件~
Dear valued customer
Hello! I appreciate the time you have taken to contact us about your order with tracking number RC867773406HK（示例单号）and I am happy to assist today.
I regret to inform you, as per current tracking result, I found the tracking result indicate that your package is undergoing an unusual condition. It was returning back to us. The possible reason for returning will be written on the package (Incorrect/illegible/incomplete address, expired retention period; the addressee failed to collect the item; the addressee does not reside at the given address; refused to accept by addressee, etc.) I can inform you further once it returned back to us. Depending on this unusual situation, My apologies for the inconvenience. I would willing to resolve this problem by making full refund or replace one and send to you. (退件问题要具体情况，需要怎么解决要修改). What do you think？
Again, please accept my sincere apologies and let us know which method you are preferable to resolve this unfortunate situation.
Have a nice day!
译文：
你好！我很高兴您与我们联系，关于您的订单号码RJ014099257CN（示例单号）的物流信息，我很高兴帮到您。
很抱歉地通知你，按目前查询到的跟踪结果，我发现你的包有异常情况。它将退回到我们这边。返回的可能原因快递将写在包装（比如不正确的/模糊/不完整的地址，过期的停留时间；地址不到；收件人不驻留在给定的地址；拒绝收货等）所以我再次通知您宝贝将退回我处。，这些异常情况，抱歉给您带来的不便。
因此，我愿意给您全额退款或重新再帮您寄一个。你是怎么想的呢？
请再一次接受我真诚的道歉,让我们知道你更愿意接受哪个方案？
祝您生活愉快！
5、描述不符(尺寸，颜色，语言，重量等)
处理方法：先判断不符合是否影响使用，尽量减少损失，并且立刻修改产品相关信息。
Dear valued customer
Sorry for the inconvenience , Just because this product have updated nowadays , we only changed the package , in fact all the function all is same as before , Hope you can understand , and you can test it , Also i see you have bought it before in my store .
Thanks for your remind ,I just talk with my boss , we need give you VIP price next time .
Best Regards !
译文：
尊敬的客户
抱歉给您带来不便，只是因为这个产品现在已经更新了，我们只是改变了包，其实所有的功能都和以前一样，希望你能理解，你可以测试一下，另外我看到你以前买过 我的商店
谢谢你的提醒，我只是和老板说话，我们需要给你贵宾价格下一次，最好的祝愿给你！
6、不能正常工作
处理方法：先仔细了解客户的操作是否有问题，如若没有，尽可能要求用户提供照片和视频
Dear valued customer
Sorry for the inconvenience , If ok hope you can shoot a very short video (send video link is well) or some picture to my email : ****** , Remember write the title such as : Order NO.******* , So we can find it more easily in my store .
Once we receive your email , we will let my engineer to check it for you ,and reply you soon .
Best Regards !
译文：
尊敬的客户
抱歉给您带来不便，如果您希望您可以拍摄非常短的视频（发送视频链接很好）或一些图片到我的电子邮件地址：******，请记住写下标题如：订单号**** ***，所以我们可以在我的商店更容易找到它。
一旦我们收到您的电子邮件，我们将让我的工程师为您检查，并尽快回复您，最好的祝愿给你！
7、货物少发或漏发(最好直接补发)
处理方法：先道歉然后承诺补发
Dear valued customer
Sorry for the inconvenience ,Ma,ybe my warehouse make mistake , But anyway hope you can send me some picture for check , Once we confirm with my warehouse and logistics company , We need send you new one .
After we give you new tracking number , you can track it after 2~3 days , hope you can help me cancel the dispute if we send you new one . wait your kindly reply.
Best Regards !
译文：
尊敬的客户
抱歉给您带来不便，如果您希望您可以拍摄非常短的视频（发送视频链接很好）或一些图片到我的电子邮件地址：******，请记住写下标题如：订单号**** ***，所以我们可以在我的商店更容易找到它。
一旦我们收到您的电子邮件，我们将让我的工程师为您检查，并尽快回复您.
8、产品缺货
处理方法：说明情况视用户反馈而定
Dear valued customer
We are very sorry that item you ordered is out of stock at the moment. I will contact the factory to see when it will be available again. I would like to recommend some other items of similar styles. Hope you like them too. You can click on the following link to check them out XXXXXXXXXXXXXXXXX.If there’s anything I can help with, please feel free to contact us.
Thanks！
Best Regards
译文：
尊敬的客户
真是对不起，您订购的产品目前缺货，我会与工厂联系什么时候能补上，并将随时告知你。以下链接提供的产品也很不错XXXXXXXXXXXXXXXX.您可以看看。有什么我可以帮忙的，请随时与我们联系。
谢谢！
提示：请在横线处添加同类产品的链接。
原创文章，转载请注明转自移步电商学院
