Hướng Dẫn Hoàn Tiền Từng Phần Trên TikTok Shop Cho Người Bán
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Published: 2024-07-03 · Source: crawler_authoritative
Tình huống
Người bán trên TikTok Shop nhận được yêu cầu Hoàn trả/hoàn tiền từ người mua, đặc biệt khi hàng bị thiếu linh kiện, hư hỏng hoặc có dấu hiệu đã sử dụng.
Insight
Hoàn tiền từng phần (Partial Refund) là tính năng cho phép người bán đề xuất hoàn tiền một phần cho người mua thay vì từ chối hoặc hoàn tiền toàn bộ. Tính năng này áp dụng cho các mặt hàng không thể Hoàn trả như: thiếu phụ kiện, hư hỏng, hoặc có dấu hiệu sử dụng. Người mua được giữ lại hàng và nhận một phần tiền hoàn. Mức hoàn tiền được nền tảng khuyến nghị: thiếu hàng/phụ kiện hoàn khoảng 80% giá trị; hàng hóa/payload hư hỏng hoàn khoảng 70%; hàng có dấu hiệu sử dụng hoàn khoảng 50%. Người mua có 1 ngày dương lịch để chấp nhận hoặc từ chối đề xuất. Nếu từ chối, yêu cầu sẽ được xử lý theo quy trình hoàn/trả hàng tiêu chuẩn. Tính năng áp dụng cho tất cả giao dịch có yêu cầu hoàn/trả hàng từ người mua.
Hành động
Để khởi tạo Hoàn tiền từng phần: 1) Đăng nhập Seller Centre, vào Orders > Manage Returns. 2) Chọn tab ‘Awaiting Action’ để xem danh sách yêu cầu trả hàng/hoàn tiền. 3) Xem xét lý do Hoàn trả của người mua và nhấp ‘Issue Full/Partial Refund’. 4) Chọn ‘Partial Refund’ và nhập số tiền hoàn hoặc chọn mức khuyến nghị từ nền tảng. 5) Tải lên ảnh liên quan và thêm ghi chú hoàn tiền để cung cấp ngữ cảnh cho người mua. 6) Nhấp ‘Confirm’ để gửi đề xuất qua IM Chat. Đề xuất hoàn tiền sẽ hiển thị dưới dạng thẻ đàm phán trong Customer Service Chat. Với yêu cầu hoàn tiền thông thường, nên hoàn tiền đầy đủ để duy trì sự hài lòng của khách hàng.
Điều kiện áp dụng
Tính năng áp dụng cho tất cả giao dịch có yêu cầu hoàn/trả hàng từ người mua. Chỉ nên áp dụng Hoàn tiền từng phần cho hàng không thể bán lại (thiếu linh kiện, hư hỏng, có dấu hiệu sử dụng). Người mua có 1 ngày dương lịch để phản hồi đề xuất.
Nội dung gốc (Original)
Partial Refund07/03/2024In this article, we will introduce a step-by-step guide for partial refunds. This feature aims to increase transparency and ensure fair refunds for both sellers and buyers, providing significant benefits for sellers. By following this guide, you will learn how to initiate partial refund requests and promptly process refund requests.Watch this short video to learn more.What Is a Partial Refund? A partial refund is a process where sellers can offer a partial refund for items that are unfit to return, such as those with missing parts, damage, or signs of use. Instead of rejecting return/refund requests outright, sellers can negotiate with buyers to reach an agreement and provide a partial refund while allowing the buyer to keep the items. These processes can be done within the Seller Centre, improving the refund process and enhancing visibility for both sellers and buyers.Let’s look at some examples:Example 1:A seller received a return request from a buyer. After reviewing the evidence and the return reason provided, the seller discovered that due to seller’s fault in packing, some items are missing from the order. In this case, the seller could initiate a partial refund of 80% of the item’s price (as recommended by the platform) or another amount that seems appropriate and allow the buyer to keep the item.Example 2:A seller received a return request from a buyer. After looking at the evidence and reason provided, the seller saw the item had been used and showed some signs of use. Instead of rejecting the return request, the seller could initiate a partial refund of 50% of the item’s price (as recommended by the platform) or another amount that seems appropriate and allow the buyer to keep the item.Benefits of Partial Refund How to Initiate Partial Refund? Here’s a quick guide on how to process a partial refund:To initiate a refund, go to Seller Centre and navigate to Orders > Manage Returns. Under the ‘Awaiting Action’ tab, you can view all the return/refund requests. Review the buyer’s return reason and click on ‘Issue Full/Partial Refund’ to initiate the refund process.From here, you can choose to process a full refund or a partial refund. If you select a partial refund, you can input the refund amount you wish to offer to the buyer, or you can easily select the recommended refund amount as suggested by the platform. Make sure to upload any relevant photos and add a refund note to provide more context to the buyer, then click ‘Confirm’ to send partial refund offer through IM Chat.Your partial refund offer will be sent via Customer Service Chat in the form of a negotiation card. The buyer will have the option to approve or reject your partial refund offer within 1 calendar day of receiving it. If the buyer accepts the partial refund, they will be able to keep the item and will receive the partial refund amount as offered by the seller.If the buyer rejects the partial refund, the request will follow the normal return/refund process, where you, as a seller, can approve or reject it and follow the standard return/refund procedure.For more information on managing returns/refunds, please refer to this article.FAQ Is the partial refund feature available for all transactions? Yes, the partial refund feature is available for all transactions where the buyer has submitted a return/refund request. However, it is recommended that as a seller, you only offer a partial refund for unfit returned items that are not in saleable condition, such as those with missing parts, damage, or showing signs of use. For normal return/refund requests, it is recommended to offer a full refund to maintain customer satisfaction.Are there any guidelines on how much I should offer as a partial refund for buyers? Yes, the platform provides a comprehensive guide for the partial refund amount based on return reasons. Here are the general guidelines:Missing items or parts: A partial refund of approximately 80% may be appropriate.Damaged item or packaging: A partial refund of approximately 70% may be appropriate.Items showing signs of use: A partial refund of approximately 50% may be appropriate.If the buyer accepts the partial refund, do the buyers need to return the item?No, if the buyer accepts the partial refund offered by the sellers, they can keep the item and receive a partial refund.What happens if the buyer rejects the partial refund? If the buyer rejects the partial refund, the request will follow the normal return/refund process. As a seller, you can then choose to approve or reject the return/refund request as per standard procedures.How long does the buyer have to approve or reject the partial refund offer? The buyer has 1 calendar day to approve or reject the partial refund offer after receiving it via the IM Chat function.Is the content above helpful? PreviousReturn & Refund MethodsNext Managing CancellationsTable of contentsWhat Is a Partial Refund?Benefits of Partial RefundHow to Initiate Partial Refund?FAQ
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Completion (Hoàn tất đơn)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=3325723009222416&role=1&course_type=1&from=search
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