速卖通卖家必知的纠纷处理应急模板 交易中出现纠纷怎么办？

当交易过程中出现纠纷时，卖家首先要稳住自己的心态，妥善处理。下面罗列几个可以参考的应急处理模板。

1．纠纷平台介入处理，提交证明:运单查询记录，包裹图，沟通记录

Dear friend,

Sorry that buyer haven't receive the package,

1st,we sent the package on time, maybe china post air mail office have the tracking problem,just have the foremost record, but it's load on the internet, just no update;

(Attachment 1 : tracking record)

2nd, we sent the package by well pack with the right address;(Attachment 2: package picture)

3rd, after buyer apply the dispute,we communicate immediately, it's on the way,please waitpatient.

(Attachment 3: communicate record)Thanks for your work and judge.

2．纠纷平台介入处理，提交证明:运单查询记录，包裹图

Dear friend,

sorry that buyer haven't receive the package,

lst, we sent the package on time,maybe china post air mail office have the tracking problem,just have the foremost record, but it's load on the internet, just no update;

(Attachment 1: tracking record)

2nd, we sent the package by well pack with the right address;(Attachment 2: package picture)

Thanks for your work and judge.

3．跟短装纠纷买家沟通，补发并送额外礼物

Dear friend,

Thanks for your order,we feel very sorry that we made mistake for your parcel,your trackingnumber is RB498800732CN, it already arrive Kuwaiti think you will receive soon, the parcel onlyhave one bag, we missed one bag for you，today we will send you another parcel and a gift for ourmistakc, and sorry for let you wait again, hope can get your understanding and support, thank you .

4．收到货物后纠纷投诉图片与实物不符

Dear friend,

lt's great you have received the order, at same time fell sorry that zipper make you not satisfied,we confirmed that you are correct, the picture is gold and you got is black, we even not found afterreceived your feedback, so thanks very much, this time factory made all black bag with black zipper,so we will retake the picture and renew for the bag; for your order, i would like to see your opinion,what can we do for you, we will try to meet your request.

Best regards

5．货物破损，直接沟通

Dear friend,

Thanks for your order and feedback, we feel regret that our goods have poor quality and let youdisappoint， We have two suggestions first one is resend you, second is refund if resend, we will resendthis week.But need some days to deliver，sorry for waiting again,if you satisfy with our servicewould you please give us five star feedbacks?

6．确认买家未收到货物，已准备重发

Dear friend,

This is XX from AliExpress,you have an order in our store, order number is:602968, this is thelink:XXXXX.

Sorry that the tracking number cannot tracked, we would like to resend you or refund you, whichyou prefer?

lf for resend, we will resend you this week,and let you know the new tracking number,if forrefund, if possible you have PayPal account?

As for buyer we understand you paid but now get the parcel, as for seller we lost the goods andnot get the money.

We both troubled by the bad shipping,if possible would you please leave us 5 star positivefeedback? Your supporting is our motivation to do better, thanks very much!

We are good seller, want all buyers have nice shopping experience, when you shopping next timeplease leave us message, we will give you extra gift, welcome shopping next time^_^.

Best Regards ^_^.

7．买家投诉未收到货，纠纷为货物在运输途中，希望买家可以耐心等待

Dear friend,

This is XXX from AliExpress,you bought a gold watch in our store，your order numberis:6028473968, this is the link: sorry that you still have not receive them,we checked your parcelkeeping update,it's on the way now, we extended 30 days for your order,still have time to wait,weunderstand you as buyer paid not receive the item, as for seller we sent but we do not get money yet.

We both troubled by the bad shipping, please understand us,just give us some time.

Would you please agree to cancel the dispute, after time finish still not receive, if really you can'treceive the parcel, we will send you again or refund, We a good seller, please don't worry.

Thanks for your understanding and support.This is the tracking link: XXXXX.Best Regards^_^.

另外要注意保留证据，交易过程中的有效信息都要保留下来，当出现纠纷时能够作为证据来帮助解决问题。交易过程中及时充分地举证，将相关信息提供给买家进行协商，或者提供给速卖通帮助裁决。

纠纷并不可怕，只要卖家做好充分的准备，一切以买家满意为目标，一定会有好的结果。希望以上内容对您有帮助。

（本文内容根据网络资料整理和来自用户投稿，出于传递更多信息之目的，不代表本站其观点和立场。本站不具备任何原创保护和所有权，也不对其真实性、可靠性承担任何法律责任，特此声明！）

常见问答(FQAS)

可能买家使用体验不满意,建议主动联系买家了解原因,根据实际情况给予退货或赔付解决。

检查订单和物流信息,如果发货错误或质量问题,应及时提供退货或退款服务。如果买家主观因素如不喜欢,需要确认买家承担运费。不满意买家可以通过商家后台申诉。

以友好、互谅的态度联系买家,了解具体情况,提供合理解决方案,如须加倍介入第三方平台进行调解。切忌以武力相要挟,以维护双方利益为主。

提前准备一套标准的沟通模板,重点说明问题原因和解决措施,同时保留一定的灵活性。模板内容要环环相扣,论点清晰,可操作性强,让纠纷很快得到妥善解决。