速卖通卖家必知的纠纷处理——货物短装-ESG跨境

某笔订单中数量为10 件，卖家通过两个包裹发货。其中一个包裹已经妥投，另一个包裹仍然在途中，因此买家以未收到货提起纠纷并要求部分退款。

1、提起纠纷后买卖双方做法

买家:提起纠纷。

l wrote to you twice and you had more than 10 days to answer. It is obvious you do not want tosolve this issue.1 of the packages arrived weeks ago, the other did not.

卖家:拒绝纠纷，强调另一个包裹在途中，并把运单号再次出示给买家，建议买家延长收货时间等待包裹。

Sorry for the late response.Recently we were lack of people to deal with many orders. I amhiring more people.I tracked this tracking number it was in shipping and not returned. l justextended more 15 days delivery time.

买家:同意继续等待并询问包裹状态。

Sure, but before I cancel the dispute, could you tell me what is the last known location of mypackage? And how old is this information?

卖家:说明包裹状态并建议等待天数、退款金额。

The tracking information just shows it's in shipping. I can't get more information. I just extendmore delivery time and you have 29 days to confirm this delivery.At least,friend, if you don't cancelthe dispute, please change the refund money, you already received a part goods of this order. Thanks.

2、平台介入后如何处理

平台介入后，通过邮件告知双方情况。

告知买家:部分包裹在途中，建议等待，如果包裹妥投请确认收货。

The tracking number shows the goods are in transit, we'll ask seller to contact shipping companyto confirm the status of package within 3 calendar days. If you have received the goods in goodcondition, please cancel this claim and confirm order received.

告知卖家:货物运输时间已经超过承诺运达时间，建议积极与买家沟通。

关于此纠纷订单，自包裹之日起至今，货物在途的时间已经超过了您设置的承诺运达时间。买家方面也因迟迟未收到货而提起纠纷，且在此期间并未对发起的纠纷进行撤诉。因此，请您积极与买家良好地沟通，及时处理因为客观原因导致的超时问题，获取买家的理解和支持。

响应期限到期后，包裹未妥投，卖家同意部分退款:

l have agreed to refund you. Firstly l refused your dispute is that because this parcelRB59****564CN is in shipping.and I hope it can be shipped and we extended deliery time for you. 1do not ingored you l am very sorry for my late.

平台操作部分退款并关闭纠纷。

3、如何避免该类纠纷

①积极关注纠纷案件。在买家提起纠纷尚未上升至仲裁平台介入前，积极予以响应。

②核对、退款金额。在确认部分包裹未妥投的情况下，积极与买家核对部分退款金额信息。

③在双方协商一致的情况下，将协商信息于纠纷平台。

以上是货物短装相关的内容，希望对您有帮助。

特别声明：以上文章内容仅代表作者本人观点，不代表ESG跨境电商观点或立场。如有关于作品内容、版权或其它问题请于作品发表后的30日内与ESG跨境电商联系。