如何应对外卖客户的索赔？

一、外卖客户索赔应对措施

1. 小心操作订单

在操作订单的时候，一定要小心再小心，要控制好每个环节，细节方面多跟客户确认，可以提出建议，但不能自作主张，只有这样，才能尽可能避免索赔情况的出现。

2. 邮件模板

Dear Ms. Hu,

We got several claims of quality issue for your products ! What's up?

The situation is unacceptable,and we have to recall all the items RIGHT NOW.The most important thing at the moment is doing compensation to consumers to minimize losses.

It is your mistake and you should afford all the charge,not only the unit cost and import tax ,but also the freight charge,our retail margin,labor cost and extra cost for the recall case.

l will check with our accountant, and give you a list for notice of claim soon.

Please confirm back as quickly as possible.

Best regards,

Kelly Friedman

3. 常用语句

(1) In case of short delivery,we have no choice but lodge a claim.

(2)This compensation is voluntary,not compulsory.It's up to you to accept or not.

(3)We feel it is fair and reasonable to ask your company to absorb this claim charge.

(4)The key is to reimburse our losses.

(5)Continual quality problems irritated our director. We have no choice but to cancel all the orders on hand.

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常见问答(FQAS)

选择一个为外卖行业提供客服和索赔服务的专业机构,他们会有专业的客服团队协助处理各种类型的客户投诉。

可以告知客户及时联系我们,提供照片或其他证据。我们会根据情况协助处理,如免费送货或退款。同时也要检查运送过程是否有疏漏,以优化服务。

需要与客户了解明细,如是否与描述或样品不符等。如果客观上证实质量问题,可提供退货或退款服务。如果质量难以判断,可以补寄相同商品让客户进行对比。

第一时间与客户说明延误原因,主动提供部分或全额退款作为补偿。同时,内部要查明延误原因,修正流程难点,以避免类似事件再次发生。