What are the general contents of baby page details?
Product attributes, store activities, model drawings, product drawings, detailed drawings, size descriptions, relevant recommendations, and other descriptions of the store.
Can the store support background price change?
Tmall can't
What is the process of customer service online reception?
Say hello at home, receive consultation, recommend products, negotiate prices, facilitate transactions, confirm orders and say goodbye politely.
"Are you there?"
Hello, welcome to XXX clothing flagship store. I am customer service XX. Glad to serve you (smiling face). Be more expressive when communicating with customers.
Hello ~ I'm glad to serve you now. what can I do for you?
"Is there a big difference between the color of the photo and the color of the object?"
Although we all take pictures in kind, the color difference between photos and pictures definitely exists. Especially for location shooting, the difference will be smaller due to different angles of view and light. I suggest you refer to the color of product tiles. Our tiles have a high degree of color reproduction, but there may be a little color difference due to different monitors.
Honey, please rest assured. We guarantee that all products are taken in kind, and we have tried our best to avoid color difference, and the color is very close to the real picture. However, due to the different brightness of the light and the on-line display of each computer, the understanding of color will be different, and there may be a little color difference, which is normal.
How to answer the size question if you meet a customer?
1. Tell the guests that our baby descriptions all have size tables, and suggest them to refer to our size tables. At the same time, tell the guests that the error of the size table will be controlled around 1-2CM due to the elasticity and flexibility of the clothing fabric.
2. You can also consider the upper body effect of the model. The model is wearing m at 168 90!
PS: 150- 160 cm85- 100kg。 It is recommended to choose m.
160-165cm100-10 kg.
165-170cm1/kloc-0-120kg.
& gtXXL recommended170cm120-130kg.
"My shoulder width is XX height, XX weight and XX bust. What size suits me? "
According to the description of the guest, predict the figure of the guest, and then compare it with the page size table of the goods that the guest is paying attention to, and at the same time check the fabric indicators (elasticity and version) of the goods to make a judgment and recommendation. Then give a reply:
According to the description you provided, I personally suggest that you wear size X. But just for reference. Finally, you still need to make your own decision according to the size table on our page!
Will it fade, shrink and pilling after washing?
Hello, our color fastness and shrinkage rate are within the range stipulated by the state, please rest assured to buy. After receiving the new clothes, you can soak them in salt water for 2 hours for the first time, then rinse them with clear water, backwash them and get a tan. It is forbidden to expose to the sun, which can prevent the fabric from fading. Do not mix with other products.
Honey, our clothes are of good quality. Don't worry, it won't!
"My skin is not white. What color do you think I should wear? "
Hello, white skin is not the main factor in choosing clothes. Your preferences and the colors you need or lack in your wardrobe are the most important. (Personal advice, try to choose light and bright clothes for dark skin. This light gray will be a good choice)
Can you answer some questions about bargaining, such as cheaper?
Dear, I'm sorry, the prices of all the goods on sale are set by the company in the system, and the company doesn't allow us to change the prices without permission. Moreover, my products are cost-effective, and it is difficult for you to find our quality and price offline. There are also pro-XXX activities in our store, which are very cost-effective, especially XXXX (connection), which is particularly cost-effective. You can have a look!
Sorry, dear, this is the lowest price stipulated by the company. Our small customer service has no right to change the price. I hope you can understand.
Ps: When a customer negotiates with us, we should first inform the customer that we are firm and do not bargain, and at the same time inform the store of the current activities and recommend the main styles to the customer. If the customer doesn't understand, you can tell the customer that we sent him a gift, and we should make full use of the customer's psychology of taking advantage of small things to facilitate the transaction!
The guest asked, "Do you have QQ?"
A: The company is not allowed to open QQ at work. Please contact Wangwang.
The guest asked, "I won't be able to surf the Internet conveniently. What's your mobile phone number? "
A: The company is not allowed to turn on the cell phone at work. Please contact Wangwang.
The guest asked, "I took the wrong photo." Can you help me complete the transaction? " A: Customer service does not close any transactions, and buyers can close them themselves. (Once the order is closed, the complaint will be deducted three points)
Q: I'm going to a remote area in Inner Mongolia, Xinjiang. Do I have to pay the courier fee?
A: Please follow the webpage prompts to purchase and pay.
Q: I bought the baby with another Want Want /QQ. Please send me the address and telephone number for confirmation.
A: Please contact us with the Want Want ID/QQ number of the payment.
What are the three guarantees for customers in Tmall Mall?
Answer: authentic guarantee, no reason to return it for seven days, with a receipt.
Does the mall support bank remittance transactions?
A: Offline transactions are not allowed.
How to answer the inventory query? The customer asked if this model was available. What colors and sizes do you have?
Dear, the colors and sizes we can choose to shoot on the product page are in stock, and the ones we can't choose are out of stock ~ The page inventory is updated quickly every day, and you can place an order as soon as possible if you like.
Honey, we have all these clothes in stock. You can rest assured to buy, we will deliver the goods for you as soon as possible!
The guest asked: There are only a few pages in stock. I'm not sure if there are any. What should I do?
You can check the inventory table or go to the warehouse to see if there are any goods.
How to answer the quality question? ,
Hello, we have been selling in Xinhe for almost ten years. All products are genuine, and the quality of our products is strictly controlled and inspected. You can buy with confidence.
Because each guest's quality standards are different, a few guests may feel that they have not met his expectations, but you can read most of our comments and believe that our products will not let you down when you receive the goods.
Dear, our quality and workmanship are very good. It's a real picture, the counter YY is genuine, the quality is no problem, and our store has joined the service of returning goods for seven days without reason, so you can rest assured to buy it!
Express delivery question: What express delivery? How long will it take to arrive?
The store sends ZTO Express and EMS by default, and we will automatically match the best express for you according to your address. It usually takes about 3 days to get home, depending on the delivery situation all over the country!
Dear, we send EMS express to ZTO express by default.
arrival time
Generally, it will arrive in about three days, depending on the express delivery time limit.
Customers need to issue invoices.
(1) You have to answer the invoice first.
(2) Provide the invoice header, and re-issue the invoice after the customer confirms the receipt.
Honey, it's possible. Are you a company or an individual? What did you write on your head? Invoices are mailed with different clothes. Well, after you confirm the receipt, we will help you reissue it. Thank you for your understanding.
Correlation between sales volume and sales volume
What color is the flag in the background? How to identify them separately? Please pay attention to the color, size, model and address. )
Tmall shop
If there is a problem (red flag), return the goods (blue flag) and swipe the bill (green flag).
Distribution and Ali's are red flags.
I have paid the inquiry about the delivery time. Please have a look. When can it be sent out? When can I receive it?
Confirm the order first, and send the order commodity information and logistics address information back to the customer with screenshots.
Dear, we usually complete the payment order before 4: 30 every day and can deliver the goods on the same day. We will deliver the goods after 4: 30 the next day, but we will deliver them to you as soon as possible. Please rest assured.
Dear, the delivery will take about 24-48 hours. Oh, don't worry, we will arrange delivery for you as soon as possible.
"Why have my clothes been sent for a few days and haven't arrived yet? Why is it so slow? "
(1) Go to the backstage to check the logistics situation and see if it is as the customer said.
(2) Retell the situation of helping the guests check and tell them that we are helping our parents to contact the receiving and dispatching office. Have you contacted the receiving and dispatching office for enquiry? We will help you track your email, and we will inform you as soon as the courier has a reply message.
Generally, when the seller sends the last message, that is, the customer sends a message, he must reply.
Every customer should check the address and send a farewell message after receiving the order.
Dear, thank you for your support. We will arrange delivery for you as soon as possible. When you are satisfied with the receipt, please light up five stars to show your encouragement! If you have any questions, please feel free to contact us. I wish you a happy shopping!
Dear, if you need anything, please feel free to tell me, and I will be happy to serve you. I hope you can collect our store. We will introduce new products from time to time. Please pay more attention. Thank you again for your support.
Customer fails to pay after consulting or taking photos.
Reminder: Hello, dear! Excuse me, are you there? Because of a favorite product you recently photographed in our store, it has sold well recently, and now our stock is running out. Dear, we would like to take the liberty to ask, do we need to leave your products for you?
Honey, the delivery deadline is coming up today. Please pay now. We can arrange delivery for you today. The baby can bring it to you as soon as possible.
After-sales correlation
Tmall buyers apply for receipt, return and refund. Reason for refund: seven days, no reason to return the goods. Is there an entrance to refuse a refund?
not have
On the same day, the cat seller has delivered the goods, and the reason for the customer to apply for a refund is that it is necessary to deal with the delivery errors/omissions within a few days, otherwise the refund application will automatically arrive and refund the buyer.
A group of five.
Tmall buyer has paid, but the seller has not delivered the goods. If the customer applies for a refund on the grounds of (out of stock) and (not delivering the goods according to the agreed time), a few percent of the transaction amount will be deducted as liquidated damages.
Tmall 30% Taobao 5%
How many days after the transaction is successful, Tmall customers can get a refund.
/kloc-within 0/5 days
Seller's products are exchanged for personal reasons. Is the postage returned by the buyer borne by the buyer or by the seller? Does the buyer or seller bear the replacement postage?
It's all borne by the buyer
How many days is the complaint time of Tmall's delayed delivery after the transaction?
15 days
What are the precautions in the "7-day return without reason" process?
We promise to provide the service of "no reason to return goods within 7 days" after the logistics sign for confirmation;
The returned goods should be kept brand-new and intact, unwashed, and the label is complete, which will not affect the secondary sales;
Gifts do not participate in after-sales, and small gifts do not need to be returned.
after-sales service
Logistics commitment
The buyer received the goods, the size is not suitable, the color is not like, and it needs to be returned. Should the reason for returning goods be seven days without reason?
be
The customer returns the goods, and the seller has received the goods. But when the transaction has been successfully applied for after-sales refund, should I choose to return the goods for refund? Is it correct?
correct
Can Ali Wangwang's chat record be used as evidence when there is a transaction dispute or dispute?
be
Color difference: hello, the clothes have been received, but the color difference is so big!
A: Honey, I'm really sorry that our clothes didn't satisfy you! Do you have any photos to show me? (According to the photos, the customer service should make a judgment and then give a reply. )
Don't worry, here's the thing. Because our clothes are shot on location, there will be some color difference more or less because of the difference between lighting and computer monitor. Generally, the color of our tiles is the closest to the real color. Dear, the general color difference will not be too big, and the color difference will not affect the wearing and matching. So this is not a quality problem, please forgive me. If you can't accept this color, we can also provide you with a 7-day return service without reason!
Quality problem: Hello, there is something wrong with the clothes I received!
Honey, can you show me a picture of your clothes? (If you have some minor problems such as wire drawing, you can ask first whether you want to compensate the customer for a few yuan, which is generally within the postage. If the customer doesn't want it, ask the customer to pay the freight in advance, and give us a refund after receiving the goods, but don't send them for delivery. )
The guest asked personal reasons, hello, I don't like the clothes and want to return them!
A: Hello, dear, although we support returning goods for 7 days without reason, you need to pay the postage for personal reasons, which is not cost-effective. If you don't like it, I suggest giving it to your family or friends, but it's really impossible to change it to another style.
Ps: When the customer says that they want to return the goods, the first reaction is please don't let the customer return the goods, and try to persuade the customer to accept it!
The guest still asks for a refund. "Sorry, I still want a refund!" "
Hello, it's not the quality. Within 7 days from the date of receipt, the tag is still there and has not been watered. You can return it, but you need to take care of the postage (the store refuses to pay for any reason). Then indicate the reason for the return and the returned courier number in the background, and inform the customer to fill in the returned courier number in the background.
The guest agreed to exchange the goods. "Then I'll change it to another style!" "How to deal with this matter?
Yeah, yeah, okay. Please carefully check whether the stock on the page has the size and color you choose as a reference before replacing the goods (if the stock is low, please contact us to help you verify).
The guest destroyed the refund. "You have received the clothes I sent back. Why not give me a refund? "
(Inquire about the logistics information and background remarks of the returned package, and give feedback. ) Hello, dear, we have just received the package you returned to us. The colleague who unpacked the package hasn't unpacked it yet. Please rest assured that we will handle it for you as soon as possible and submit it to the finance department for a refund. Usually it can be handled within 48 hours. Please be patient. Thank you!
For various reasons, I found that one of the customer's orders was out of stock and could not be delivered. What should I do?
First, contact the customer by phone and tell him that there is a quality problem with a piece of clothing in the order and it cannot be sent. Let him change the color or style. If he doesn't like it, he can apply for a refund. And leave a message to customers on Want Want, let them contact online!
Hello, dear, I'm sorry for the trouble. Here's the thing: the dress you took in our store can't be sent to you because of quality problems. Do you want to change it to a different color? Or it can be changed into other styles. If you don't like it, you can also apply for a refund. We will arrange to distribute other clothes for you as soon as possible! I wish you a happy shopping.