1. The human customer service was not contacted. This is the most common situation at present. In order to better serve merchants, Taobao has launched a robot function, which can replace manual customer service to some extent. As long as the frequently asked questions are well edited, robots are the first to reply to information when they enter the store for consultation.
One disadvantage of this function is that robots are not as resourceful as real people. If the question is asked carefully, the robot can't answer it. At this time, the customer service will not reply and ignore people. At this time, as long as you enter: manual customer service, there will be real customer service to help solve the problem of taking orders.
2. There are too many customer service receptionists, or something is temporarily not in front of the computer. Some big shops have a large number of inquiries and a limited number of customers, so the reply will be slower. People are in a hurry, and customer service will not sit still in front of the computer all day. If the customer is not at the computer for the time being, you just come to consult, so you can't reply in time.
If it is a relatively large store, this situation will generally not last long. The customer service will come back in a few minutes or ten minutes, and will reply when you see the information. Some small shops do not have professional customer service, and the owner may not reply to the information in time. Generally, if the customer service ignores people, you can wait patiently for a while. If there has been no reply, it is recommended to consider changing to another store.
3. Find the information you need by viewing the information on the details page or replying automatically. For the current store, because when operating the store, you may encounter some situations where you can't reply, so you will choose to set up an automatic reply, and there will be some information about the time and delivery express.
So, if you meet such a person who wants to know, but doesn't reply, then you can find the information you need from the product page of Taobao shop and the self-reply of chat interface.
4. Leave a message for the store. If you encounter a situation while shopping, and then you don't reply, you are not in a hurry to know. How can this situation be solved? Then in fact, you might as well choose to leave a message to the customer service in the store.
If you can't reply, the customer service will reply to you when it notices the information, and then you can get what you want to know, so you don't need to worry that it won't happen now. Sometimes the customer service may not be online at any time, but the other party will reply as soon as it is online. After all, most stores really want to do it, so there will be no intentional failure.
5. If the store encounters a dispute and the customer service doesn't reply, you can apply for official intervention. When there are some disputes between the shopping and the store, the negotiation fails, and the customer service of the store can't get back the information, then we can actually choose to let the platform intervene to solve our problems.
As long as Taobao can come up with evidence when it intervenes, then the platform can also solve the problems of consumers satisfactorily. Therefore, even if the other party does not reply, in fact, this problem can be solved well through the platform.
Choose Taobao for a refund. When shopping above, and there is no delivery, but nothing is returned, then you can also choose to find the order in the individual and then choose to return it, so that you can buy the goods that are not in line with expectations because you don't know the information of the goods you are looking for.