How to Handle Returns & Refunds Dropshipping with AliExpress

Summary

In this informative video, the host from Ecom Zone shares essential strategies for managing returns while dropshipping from AliExpress. He addresses common scenarios such as lost parcels, damaged deliveries, customer dissatisfaction, and size issues. The video emphasizes the importance of clear communication with customers and suppliers, utilizing the AliExpress dispute process, and taking appropriate actions based on specific situations. The host provides actionable steps to resolve issues effectively, ensuring customer satisfaction while protecting business interests. Viewers are encouraged to engage with the content for further insights into successful dropshipping practices.

Takeaways

• 📦 Returns on AliExpress are manageable, with support typically siding with sellers in disputes.
• ⏳ If parcels are delayed or lost, apologize to customers and initiate a dispute with AliExpress after a month.
• 🚨 For missing or stolen parcels, ask customers to check with others and obtain a police report if necessary.
• 🗨️ Communication with suppliers is crucial; ask them how they usually resolve issues with missing parcels.
• 📸 Always request photos of damaged parcels or products from customers to facilitate claims.
• 🤝 If a parcel arrives damaged but the product is intact, discuss with the customer how they want to proceed.
• 🔄 Offer reshipments or refunds to customers while being clear about return policies and costs.
• 📏 For size-related complaints, request measurements from customers to determine fault before deciding on returns.
• 💵 If a refund is necessary, consider charging a cancellation fee to cover costs associated with the return.
• 💡 Maintain a positive customer service approach, and encourage customers to communicate their issues for effective resolutions.

Q & A

How does AliExpress generally handle disputes related to lost parcels?

AliExpress typically sides with the seller if a parcel is lost, and the seller can open a dispute after a month of no delivery.

What steps should I take if a customer reports their parcel as lost or delayed?

First, apologize to the customer and investigate. Message your supplier, then open a dispute with AliExpress if the parcel is delayed beyond a month.

What should I do if a parcel is marked as delivered but the customer claims it's missing?

Apologize, ask the customer to check with household members and neighbors, and if it's stolen, request a police report for opening a dispute.

How can I handle a situation where a parcel arrives damaged?

Apologize to the customer, request a photo of the damage, and contact your supplier to discuss better packaging. If necessary, open a dispute with AliExpress.

What action should I take if a customer is unhappy with the product?

Request photos from the customer to understand their dissatisfaction, and then offer a return for exchange or refund, depending on the circumstances.

What do I do if a customer claims the size of the apparel they received is incorrect?

Apologize, request measurements from the customer, and if it's a sizing issue, determine whether it's the customer's or supplier's fault to decide on returns.

What is the protocol for reshipping a product that was either lost or damaged?

If a dispute is won, reorder the item. If the supplier agrees to reship the damaged product, do so without opening a dispute.

What information should I gather from the customer for returns?

Collect a photo of the product, the reason for the return, and if applicable, their measurements for sizing issues.

How can I manage costs related to product returns?

Consider charging a small cancellation and return fee if the customer requests a refund due to personal dissatisfaction.

When should I open a chargeback against a supplier?

If a supplier is uncooperative after a dispute fails, or if a resolution cannot be reached, a chargeback may be necessary.