如何处理实物与描述不符的纠纷？-ESG跨境

纠纷对卖家还是有一定影响的，针对实物与描述不符的纠纷，小编举一个例子说明应该如何处理。

1.提起纠纷的原因

买家买了2个Lot，8个灯泡，收到货后表示灯泡的瓦数不一致，以此提起纠纷。

2.提起纠纷后买卖双方的做法

买家:提起纠纷，要求部分退款（退25美元，总金额49.4美元)，不退货。

Unfortunately，you sent me wrong products.l've ordered SMD5630 -60LEDs -15w,received42LEDs-5.2W. Third times difference in power. I'm very upset, because, I always receive corn bulbswith lower power. This time I'm triple upset, because you sent the wrong bulbs. If you need I can sendyou the link to the video.

卖家:拒绝纠纷，要求买家退货，表示发了两种类型的灯泡，都是按照买家要求的，希望买家重新检测。

Hello, you purchased two orders from us, one is 42LEDs, another is 60LEDs,we all do as yourrequest. On the other hand, the power is more than 5W and you should text is in correct voltage andcurrent. Best regards!

买家:修改退款理由，退款金额从25美元降至21美元，并且表示愿意举证，如果退货的话，要求卖家承担运费。

Unfortunately，you sent me wrong products. I've ordered SMD5630 -60LEDs -15W, received 42LEDs-5.2W. Third times difference in power. I'm very upset, because, I always receive corn bulbswith lower power. This time I'm triple upset, because you sent the wrong bulbs. If you need I can sendyou the link to the video.

21USD my last offer. I also can offer you return of product, but you should pay shipment costwhich is 11USD in advance.

卖家:拒绝买家的请求，要求买家退回所有货物，然后全额退款。

Please return my goods to you.

买家:继续拒绝卖家的请求，并且提供了视频举证，然后提起仲裁纠纷，要求平台介人。

Unfortunatcly，you sent me wrong products. T've ordered SMD5630 -60LEDs -15W, received42LEDs-5.2W. Third times difference in power. I'm very upset, because, I always receive corn bulbswith lower power. This time T'm triple upset, because you sent the wrong bulbs. If you need I can sendyou the link to the video.

21USD my last offer. I also can offer you return of product, but you should pay shipment costwhich is 11USD in advance. Video shows that I sent to you.

平台建议:买家提起纠纷后，建议卖家积极与买家协商，尤其是买家提供了举证的情况下，如果发现产品的确存在问题，可以和买家协商部分退款，如果在前期纠纷阶段就达成一致，可以更好地降低仲裁提起率。

3.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:举证的两件被认可，但是剩下的六件产品需要重新举证。

Meanwhile, please kindly understand that our mediation is on the basis that you provided enoughevidence for your claim. Based on the current evidence provided,for goods is not as description, theevidence is accepted for 2 pieces, please provide video when you test other 6 pieces to support yourclaim within 3 calendar days.

告知卖家:我们会继续取证，也建议卖家积极与买家协商。

Meanwhile, we will continue to accept any kinds of evidence needed in this case.And suggestgood communication between buyer and seller.

针对买家投诉问题，我方限买家3天内提供更多举证予以说明。请您关注买家的并积极联系买家沟通协商。若在此期间买家补充了重要的证据，我方将根据实际情况发出裁决意见并通知买卖双方；若在此期间双方通过协商达成一致，请您点击“回应”并在响应内容中写明一致意见，我方将按照双方的一致意见处理该纠纷订单。

响应期限到期后，买家重新举证问题，卖家发现的确存在问题后，发起结案申请（仲裁再协商)，愿意退款⒉1美元，也即买家要求的金额，然后买家同意卖家的请求，最后双方达成一致,退款21美元。

申请退款并结案是纠纷上升到仲裁后，专员结案前，卖家可以在专员介入处理的同时，自主与买家就退款金额做协商。

申请退款并结案功能的优点有三个。

①将案件的主动权交还给客户，部分退款需要买家确认，全额退款无须等待买家确认。

②当买卖双方达成一致后，无须等待专员的操作，时效性更强。

③但凡能通过申请退款并结案功能自主解决问题的订单，平台认为这是一种卖家积极主动解决问题的表现，不会对这类订单做卖家是否有责的判定。

以上是处理实物与描述不符纠纷的相关内容，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。