E-commerce customer service process
2024-11-07 13:56:59 0 Report
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The E-commerce Customer Service Process flowchart outlines a comprehensive framework for managing customer interactions and order handling in an online retail environment. It provides a detailed guide through various stages, including order shipping, returns, repairs, and after-sales communication. The flowchart ensures customer satisfaction by addressing issues like incorrect invoices, buyer inquiries, and compensation processes. It incorporates essential steps such as confirming delivery information, tracking orders, and managing returns. By following this structured process, e-commerce platforms can efficiently resolve customer concerns, maintain smooth operations, and enhance overall customer experience.
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Outline/Content
Has the order been shipped?
Return and repair storage
Reply to buyerCurrent status
Incorrect invoiceAutomatically closed
Customer service inquiry
Shipping process
Buyer express return
Return process
No cases
Forward to customer service manager
Is it normal?
Confirm customer delivery information
Order review
Not in line
After-sales communication
Comply
Manually closedRights protection form
Search for answers based on buyer's needs
Three-pack process
Expediting delivery process
Compensation process
Buyer's rights protection
Refund compensation
Customer service submitted for review
Buyer confirms receipt
Case?
Add gift remark
Not shipped
Reply to buyer
New wrong delivery note
is
Not passed
Record problematic items
Buyer inquires about returns
Resend
Follow up and handle
Customer service registration issue piece
No
Order tracking process
Customer service communication
Customer service supervisor communication
Resend process
Output: Not in line
Return to warehouse
Gift rules
Original price sale
Buyer inquires about return and repair
Is it overdue?
pass
Buyer consults for exchange
Buyer requests gift
Complaint process
After-sales service customer service Contact buyer
Payment successful
Reply to the buyer's current status
Communicate with the buyer and return the original
Order modification process
Buyer requires invoice
Transaction application process
Create a return order
Express query process
Replacement conditions
Buyer consults after-sales service
New Redelivery Order
Overdraft reissue singleAutomatic shutdown
Notification of Finance
Order tracking
Select order data
Manually closedIncorrect order issued
Legal review
After-sales customer service communication
Provide invoice
Contact the express company to handle it according to customer needs
Recommendation marketing process
Product discounts
Propose purchase suggestions
Shipped
Withdraw the rights protection
Buyer inquiryExpress delivery status
New Rights Protection Form
The buyer proposes order modification requirements
Express delivery out of area process
Knowledge Base:Promotion RulesProduct Detailed IntroductionCommon Buyer InquiriesCommon Express InquiriesOfficial Brand Introduction
Financial print invoice
Compensation
New case problem
Submit for approval
Terminate the transaction
Return and repair
Buyer purchases
Put invoice into warehouse
Modify the order immediately
Dedicated person to follow up orders
Manually modify the order tracking record
New compensation form
Order data mining:Product sales dataSingle product shopping populationConsumption motivation single product matchingBuyer background single product matching
Shipping issue?
Buyer inquiryShipping status
Notify after-sales customer service
Repair conditions
Gift package free shipping application
There are cases
Warehouse picking and packing weight bearing
Record overdue shipment
Knowledge base management process
Repair work
Return the original express delivery
Three-packet problem
Handle according to different states and different needs
Is it abnormal?
Superior approval
Do you accept?
Enter the express tracking number in the merchant backend
Track processing
Financial refund
Whether to resend
Order remarksAdd invoice
Discount application
Wrong delivery process
Pre-sales customer serviceModify order
Order statusInvoice issued
Order inquiry
Print shipping labels and delivery notes
Buyer provides background requirements
Add new tracking record
Exchange goods sent out
Logistics pickup
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