1. Will the jewelry refund rate of Taobao Store be high?
Generally speaking, the return rate of jewelry is not too high. The jewelry mentioned here includes ordinary small jewelry and jewelry made of yellow, platinum and diamonds.
Especially precious metal jewelry, there is basically no return rate. No matter online or offline jewelry stores, the purchased yellow platinum diamond jewelry is not allowed to be returned without quality problems.
Generally speaking, the rate of return will not exceed 1%. For ordinary trinkets, the return rate will generally not exceed 5%.
Second, how can the store reduce the refund rate?
1, strengthen quality inspection
This is fundamental. There is nothing to say about the refund caused by product quality problems.
2, baby description should be standardized
It's best to make a description related to the product, and don't exaggerate it. Moreover, in the application of the baby's main picture, we should pay attention to the function of enlargement, and it is best to have a detailed picture. The data shows that the refund rate of manual intervention in stores is about 50% lower than that of the whole network.
3. Check it when you deliver the goods
Never send it wrong or miss it, but check it carefully.
4. Packaging should be controlled.
Because of the logistics process, there is no refund.
5. Communication between after-sales customer service and buyers
It's normal to have after-sales problems. The key is how to deal with customers' after-sales problems. I think this piece is still very important. It is normal to have quality problems and logistics problems. Sometimes customers look at our customer service attitude to deal with problems.
(1) If there are quality problems, normal customers will be in a bad mood. At this time, if our customer service attitude is not very good, then this customer does not want a refund, but is very unhappy because of our poor customer service attitude.
(2) Customer service should use more polite expressions and some reasonable expressions. Customers mainly look at our attitude. If we only send text, it feels too monotonous, and customers can't feel our enthusiasm.
So my advice to you is to use more polite expressions and expressions, which is also the most basic of a customer service.
(3) If we don't reply in time when this customer comes to consult us for special reasons, we must apologize to the customer first.
Then reasonably use this enthusiastic expression to reply to these questions just asked by the buyer. First of all, tell the buyer that I'm very sorry. I have to leave just now. Thank you for your patience. Then do you have any questions for further communication?