Taobao Launches New After-Sale Negotiation Tool for Merchants
TapTechNews August 2nd news, while loosening the 'refund only' policy, Taobao will also launch a post-sale negotiation tool for all Taobao and Tmall merchants to meet the autonomous negotiation needs of merchants and consumers in the post-sale scenario.
Under normal circumstances, when a buyer initiates after-sales, the merchant can only choose to agree or refuse. For non-standard buyer after-sales demands (such as requesting a full refund only after receiving the goods, or being unable to provide valid vouchers for merchant-responsible refunds, etc.), the merchant can only treat the refusal as a communication channel with the buyer, making problems that could have been negotiated and solved increase the rate of platform assistance seeking and the rate of platform judgment risks due to rough refusal.
According to the introduction, this tool has been internally tested for some merchants and can automatically provide a variety of plans for consumers to choose from according to different needs of consumers in the after-sale scene, such as sending soothing words and a variety of negotiation plans to consumers, and the success rate of refund retention exceeds 13%, effectively reducing the refund rate.
If the consumer is satisfied with the negotiation plan given by the system, the system will automatically execute the preset cash payout, coupon payout, agreement to the refund application and other operations of the merchant, thereby helping the merchant strengthen the after-sales service ability; while the consumer shortens the after-sale processing time while getting compensation.
Of course, after the merchant initiates the negotiation, the refund timeout is still on the merchant side, and the merchant needs to pay attention to the refund countdown to avoid timeout. If the buyer accepts the negotiation, the system will automatically execute the refund according to the negotiation plan. If the buyer refuses the negotiation or the timeout, the merchant needs to re-review the after-sale order.
TapTechNews reminds that the Taobao after-sale negotiation tool covers the scenes of received goods only refund and return refund (before returning the goods), and Taobao merchants can find the corresponding entrances in the Qianniu Merchant Workbench and the Intelligent Customer Service Workbench.
Related reading:
['Refund Only' triggers controversy, multiple platforms optimize and adjust: A more fair rule is coming]
['Taotian Group 'unbinds' the refund only for high-scoring merchants, and the store traffic rules are greatly changed']