MindMap Gallery E-commerce after-sales work details (cross-border)
E-commerce after-sales work detailed processing, subdividing front-end reception and back-end processing. Through detailed after-sales work details, sellers can better understand customer needs and problems, provide faster and more effective solutions, thereby improving customer satisfaction. .
Edited at 2024-01-30 18:31:36Avatar 3 centers on the Sully family, showcasing the internal rift caused by the sacrifice of their eldest son, and their alliance with other tribes on Pandora against the external conflict of the Ashbringers, who adhere to the philosophy of fire and are allied with humans. It explores the grand themes of family, faith, and survival.
This article discusses the Easter eggs and homages in Zootopia 2 that you may have discovered. The main content includes: character and archetype Easter eggs, cinematic universe crossover Easter eggs, animal ecology and behavior references, symbol and metaphor Easter eggs, social satire and brand allusions, and emotional storylines and sequel foreshadowing.
[Zootopia Character Relationship Chart] The idealistic rabbit police officer Judy and the cynical fox conman Nick form a charmingly contrasting duo, rising from street hustlers to become Zootopia police officers!
Avatar 3 centers on the Sully family, showcasing the internal rift caused by the sacrifice of their eldest son, and their alliance with other tribes on Pandora against the external conflict of the Ashbringers, who adhere to the philosophy of fire and are allied with humans. It explores the grand themes of family, faith, and survival.
This article discusses the Easter eggs and homages in Zootopia 2 that you may have discovered. The main content includes: character and archetype Easter eggs, cinematic universe crossover Easter eggs, animal ecology and behavior references, symbol and metaphor Easter eggs, social satire and brand allusions, and emotional storylines and sequel foreshadowing.
[Zootopia Character Relationship Chart] The idealistic rabbit police officer Judy and the cynical fox conman Nick form a charmingly contrasting duo, rising from street hustlers to become Zootopia police officers!
After-sales work details (cross-border/domestic) Segment front-end reception and back-end processing
reception
1. Qianniu after-sales group
Latest announcement notification
2. Wangwang unblocking reception
1. Log in and unblock the account before 8:30 every day I went through the refund in the last half hour before I got off the night shift.
Tmall
Douyin/Kuaishou
little red book
Pinduoduo
Jingdong
2. Unified reception of after-sales issues encountered Note the corresponding questions according to the color of the flag (flag The color is strictly adjusted according to the current color instructions)
Blue: After-sales problems (including returns/exchanges/wrong shipments/missing shipments/damaged/lost parts, etc. The price difference that has been negotiated before the customer places the order is also marked with a blue flag)
Red: Express interception (only interception failed)
Purple: Refundable orders (including price difference/compensation, the refund amount and refund type must be checked correctly)
Green: Information modification (including all information modifications before shipment and address modification after exchange)
3. Review/Push orders
Tmall (delivered within 48 hours)
Douyin/Kuaishou (shipped within 48 hours)
Xiaohongshu (shipped within 48 hours)
JD.com (shipped within 24 hours)
Pinduoduo (shipped within 48 hours)
summary
Leave a message to note the order
Stop sending orders to customers who left messages
Partial refund order
Warehouse feedback of the verification form or manual review form leaves a message to the customer or notifies the customer by phone or text message
If the outlet or epidemic situation cannot be issued, leave a message or text message and call the customer to inform the customer.
4. Invoice rejection
5. Official collaborative work order processing
Reply within 24 hours
6. Review responses (completed responses to negative reviews yesterday and today) ps: There is no need to reply to negative comments with lots of text and pictures; The reply must be correct to the question and cannot be unclear or pasted.
Interpret processing documents based on evaluation
Organize answered questions
Post your finishing list to the group every Sunday after get off work
Kuaishou can reply with pictures when replying to comments
7. Invoice sorting: nail plate invoice sorting
Organize, copy and paste to the invoice group every Thursday
8. Express group information processing includes other groups not mentioned If a piece is lost, you need to register the lost piece or file a complaint with the system (within 48 hours)
Guangzhou Yuantong Group (WeChat Group)
Transaction screenshot
Guangzhou Postal Group
Transaction screenshot
Bonded Guangzhou/Hangzhou Douyin Group Cainiao BMS System Complaint Work Order
Attached are transaction screenshots and proof of lost items, including but not limited to Customer chat record feedback did not receive screenshots
DingTalk/WeChat live broadcast related after-sales group
Solve the after-sales and screenshots sent by the live broadcast master
9. Alipay rebate (processed every Monday, Wednesday, and Friday at 5 p.m.)
Registration form
For large cash rebates or screenshots of requests for rebates, please leave a message to the customer within 24 hours after the rebate.
10. Summarize
1. For after-sales orders or after-sales customers that are not completed on the same day, personal registration will continue to be followed up and processed the next day (for example, if you take a break the next day and hand over to the customer service on duty the next day, if there is no handover later, customer complaints will be counted as two people's responsibility)
Handle abnormal problems encountered on the day or encounter more consultation questions Type (text or text format is acceptable). Especially if a certain person has been struggling for a long time and the reception lasted for more than an hour, register the problem and order number for the supervisor to optimize and handle.
Backstage
1. Qianniu after-sales group
Latest announcement notification
2. Backend refund management (No more than 2 hours within 1 hour after work and half an hour before get off work, refund pending orders are processed)
Tmall
Douyin/Kuaishou
little red book
Jingdong
Pinduoduo
Work on projects
Refund pending
Evidence and intervention orders
Waiting for merchant to receive goods
Merchant has declined
Orders that still need to be followed up yesterday
3. Backstage complaint management
Tmall
Douyin/Kuaishou
little red book
Jingdong
Pinduoduo
4. Backstage exchange management
Exchange pending
Agree to exchange request
Return pending confirmation of receipt
ERP exchange order modification
Items to be shipped for exchange
Verify that the package has been signed for
5. Backend logistics exception order/package exception center processing
Tmall
Cross-border
Tmall Qianniu Workbench→Logistics Monitoring
Cainiao BMS→Order→Shipping Management→Merchant Exception Center
domestic
Tmall Qianniu Workbench→Logistics Monitoring
Tik Tok
Cross-border
Supply chain → Work order management → Waiting for merchant confirmation
Supply chain→Exception management
domestic
Order→Package Center
quick worker
Cross-border
GOS system→Order→Order Management→Performance Exception Center (before shipment, customs review, etc.)
Logistics anomalies after delivery are consistent with Tmall, check them on Cainiao BMS
domestic
Order→Package Center
Pinduoduo
domestic
Shipping Management→Package Center
Jingdong
domestic
Order Management→Early Warning Center
6. Make an order for the replenishment/replacement table of the nail plate and exchange it out Completed from 4 to 5 p.m.
Add an order in ERP and follow up the registration form simultaneously
Leave a message for reissue order number
7. Review responses (completed responses to negative reviews yesterday and today) ps: There is no need to reply to negative comments with lots of text and pictures; The reply must be correct to the question and cannot be unclear or pasted.
Process documents based on evaluation
Organize answered questions
Post the registration form to the group every Sunday after get off work
8. Express group information processing includes other groups not mentioned (processed within 48 hours)
Guangzhou Yuantong Group
Other logistics information
order problem
Guangzhou Cangqun
order problem
Three no packages
Customer returns wrong product
Guangzhou Postal Group
Other logistics issues
Bonded Guangzhou/Hangzhou Douyin Group
Other logistics issues
order problem
9. Backstage return and refund processing and warehousing follow-up: For abnormal orders, promptly contact the customer for follow-up and synchronize with the supervisor, and the final result of the follow-up will be fed back to the supervisor simultaneously.
10. Summarize
1. For after-sales orders or after-sales customers that are not completed on the same day, personal registration will continue to be followed up and processed the next day (for example, if you take a break the next day and hand over to the customer service on duty the next day, if there is no handover later, customer complaints will be counted as two people's responsibility)
Handle abnormal problems encountered on the day or encounter more consultation questions Type (text or text format is acceptable). Especially if a certain person has been struggling for a long time and the reception lasted for more than an hour, register the problem and order number for the supervisor to optimize and handle.