《跨境电商实用英语》PPT (1)

3
Use relevant skills to effectively deal with disputes and complaints on Cross-border E-commerce
PART ONE
Warming-up
PART 1 Warming-up
Work in group. Look at what the following people say or do and express your own opinions with your group members. Try to relate to your personal experience.
The goods are detained at the customs means that the logistics information shows that the goods are at the customs, due to the customs requirements of the importing country.
No logistics information means that no tracking information could be found on the logistics site with the tracking number provided by the seller. There are two cases about the logistics shows goods have been delivered but the buyer complains no goods received. In one case, the logistics address matches the buyer’s address on the order, that is, the logistics information shows that the product has been delivered, and the delivered country, province, city, zip code and signature are the same as on the order.
The disputes of no goods received from the platform are mainly as follows: no logistics information, the logistics shows goods have been delivered but the buyer complains no goods received, the customs detention, goods in transit, original goods returned, seller secretly change the logistics method, etc.
跨境电商系列教材
跨境电商实用英语
Chapter 1 Disputes and Complaints
Unit 5 After-sale Services of Cross-border E-commerce
Learning Goals
After studying this chapter, you are expected to：
PART 2 Passage Reading
In the other case, the logistics address does not match the buyer’s address on the order, that is, the logistics shows the product has been delivered, but the delivered address or signature does not match the information on the order.
B. A seller said, “Receiving a letter of complaint means that the seller's
product or service has room for improvement.” To some extent, it’s worth receiving a complaint.
PART TWO
Passage Reading

PART 2 Passage Reading
Disputes and Complaints
There are two types of disputes when buyers apply for a refund in the transaction. One kind of dispute is that buyer does not receive the goods, commonly known as no goods received; the other is that buyer receives the goods, but the goods do not match the agreement, commonly known as unmatched items.
1
Acquire basic knowledge about different types of disputes and
complaints
on Cross-border E-commerce platforms
2
Understand the procedure of dealing with disputes and complaints on Cross-border E-commerce platforms
A. It is often said that customers are always right.
This may not be true, but it is always safe to assume that the customer is right.
PART 1 Warming-up