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1、Chapter 1-Disputes and Complaints 教学课件跨境电商实用英语Chapter 1跨境电商实用英语Chapter 1Disputes and Complaints03Mini-Project02Passage Reading01Warming-up目录CONTENSTAfter studying this chapter,you are expected to:Acquire basic knowledge about different types of disputes and complaints on Cross-border E-commerce plat
2、formsUnderstand the procedure of dealing with disputes and complaints on Cross-border E-commerce platformsUse relevant skills to effectively deal with disputes and complaints on Cross-border E-commerce platformsAdhere to the principle of seeking truth from facts when dealing with after-sales problem
3、sLearning GoalsChapter 1PART ONE/Warming-up0101TaskWork in groups.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.It is often said that customers are always right.This may not be true,but it is always safe to
4、 assume that the customer is right.A seller said,“Receiving a letter of complaint means that the sellers product or service has room for improvement”.To some extent,its worth receiving a complaint.ABChapter 1PART TWO/Passage Reading0 02 2Disputes and ComplaintsThere are two types of disputes when bu
5、yers apply for a refund in the transaction.One kind of disputes is that buyer does not receive the goods,the other is that buyer receives the goods,but the goods do not match the agreement.The disputes of no goods received from the platform are mainly as follows:No logistics information,the logistic
6、s shows goods have been delivered but the buyer complains no goods received,the customs detention,goods in transit,original goods returned,the seller changes the logistics method secretly,etc.No logistics information means that no tracking information could be found on the logistics site with the tr
7、acking 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 buyers address on the order,that is,the logistics information shows that the product has been delivered
8、,and the delivered country,province,city,zip code and signature are the same as on the order.In the other case,the logistics address does not match the buyers address on the order,that is,the logistics shows the product has been delivered,but the delivered address or signature does not match the inf
9、ormation on the order.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.The main reasons are as follows:The importing country has restrictions on imported goods;buyers are reluct
10、ant to pay customs clearance fees;goods on the order are fake,counterfeit,or prohibited;the declared value and the actual value of the goods do not match;seller cannot present the related documents needed by the importing country;buyer cannot present the related documents needed by the importing cou
11、ntry,etc.Goods in transit means that the tracking information shows the package is between“shipped”and“delivered”on the official website of the logistics company.Original goods returned means that there is tracking information and it shows the goods have been returned.The seller changing the logisti
12、cs method secretly means that the seller chooses a different logistics method to ship the goods without the permission of the buyer.Unmatched items mean that the goods received by the buyer do not match the agreement,including the goods and description do not match,quality problems,fake products,wro
13、ng goods,short-shipment,damaged products,etc.The goods and description do not match means that the goods received by the buyer do not match the sellers description of the product on the details page of website,in terms of color,size,product packaging,brand,style,model or other aspects.Quality proble
14、ms refer to the quality problems of goods received by the buyer,or problems when in use.For example,the electronic equipment does not work,or the texture of the product is poor and so on.Fake products mean that the buyer requests a refund after receiving the goods because the goods are counterfeit o
15、r suspected to be counterfeit products.Short-shipment means that the number of goods received by the buyer is less than the agreed quantity on the order.Damaged goods mean that the goods received by the buyer have different degrees of packaging damage(except for the packaging used by the post office
16、 or seller),or the product is damaged.Once the dispute is filed,it will have impacts in many aspects.It will not only affect the buyers shopping experience,but also affect the buyers trust of the platform.As buyers do not have a good shopping experience,they will not only question the seller,but it
17、will also indirectly affect the buyers trust of the platform.Thus they will question the platform,other suppliers on the platform and their products,and finally it will create a vicious circle.Nearly every company receives a complaint from a customer at one point or another.Handling a customer prope
18、rly is critical to the success of a company.An organization that handles complaints in the right way can increase customer loyalty and improve its brand.Companies failing to address customer complaints in the proper manner may harm the reputation of their business,lose valuable customers and lose mo
19、ney.Understanding the benefits and objectives of settling customer complaints can help a company develop and implement a proper system to handle complaints.Keeping the CustomerWhen a company settles a customers complaint in a positive manner,it possesses the opportunity to increase customer loyalty.
20、A company shows that it cares about its customers by taking time to properly listen to the issue the customer is experiencing and trying to find a workable solution that appeases the customer.Keeping a loyal customer is an important objective to many companies.It is a true fact that companies spend
21、less money retaining existing customers than implementing marketing strategies to obtain new ones.Maintaining ReputationAnother objective to settling customer complaints is to maintain the companys good reputation.One of the most powerful forms of advertising is through word of mouth.When your compa
22、ny makes it a priority to handle customer complaints,positive news is spread about your company through word of mouth.The opposite is true if you fail to handle customer complaints properly.The reputation of a company is an intangible asset that can add value to the organization.Protecting the Botto
23、m LineA customers complaint that is not settled correctly can become a financial burden for a company.When a customer affects profitability,a company must choose to attempt to keep the customer or sever ties.Times exist when a company must drop a customer to prevent financial damage.For example,if a
24、 customer continually complains after the company makes several attempts to rectify the situation,the company should consider letting the customer go.Encouraging ImprovementAn objective of settling complaints is that it allows companies to see where they need improvement.If a product or service is n
25、ot living up to customer expectations,you can evaluate that product or service and attempt to make improvements.If complaints are handled quickly,it may prevent the customer from revealing the problems to the public.Settling complaints also allows the company to keep its customers because the organi
26、zation recognizes the problem and can make corrections before receiving any more complaints or losing customers.New Words refund/ri:fnd/n.1to give sb their money back,especially because they have paid too much or because they are not satisfied with sth they bought 退还；退（款）；偿付e.g.I)Take the goods back
27、 to your retailer who will refund you the purchase price.将商品退还给零售商，他们会按原价退款。II)We guarantee to refund your money if you are not delighted with your purchase.若您对所购商品不满意，我们保证退款。2detain/dten/v.to keep sb in an official place,such as a police station,a prison or a hospital,and prevent them from leaving
28、拘留；扣押e.g.I)One man has been detained for questioning.一个男人被拘留审问。II)The act allows police to detain a suspect for up to 48 hours.该法令允许警方将犯罪嫌疑人最多扣押 48 小时。3restriction/rstrkn/n.a rule or law that limits what you can do or what can happen 限制规定；限制法规e.g.I)There are no restrictions on the amount of money yo
29、u can withdraw.取款没有限额。II)There is no restriction on the number of product purchasing.产品购买数量没有限制。4 counterfeit/kantft/adj.(of money and goods for sale)made to look exactly like sth in order to trick people into thinking that they are getting the real thing 伪造的；仿造的；假冒的e.g.I)Counterfeit products hurt c
30、onsumers,retailers and manufacturers.假冒产品伤害了消费者、零售商和制造商。II)Selling counterfeit goods through e-commerce platforms is a serious problem.通过电子商务平台销售假冒商品是一个严重的问题。5prohibit/prhbt/v.to stop sth from being done or used especially by law （尤指以法令）禁止e.g.I)The sale of fake goods is prohibited.卖假货是禁止的。II)Cross-b
31、order e-commerce platforms prohibit the sale of intangible goods.跨境电商平台禁止出售无形商品。6impact/mpkt/n.the powerful effect that sth has on sb/sth 巨大影响；强大作用e.g.I)The specific impact of the greenhouse effect is unknowable.温室效应的具体影响是不可知的。II)The change will have a huge impact on the investors.这个改变将对投资者产生巨大影响。7i
32、mplement/mplment/v.to make sth that has been officially decided start to happen or be used 使生效；贯彻；执行；实施e.g.I)Leadership is about the ability to implement change.领导力是关于实施变革的能力。II)The report sets out strict inspection procedures to ensure that the plan is properly implemented.报告设置了严格的检查程序，以确保计划的正确实施。8
33、appease/pi:z/vto make sb calmer or less angry by giving them what they want 安抚；抚慰e.g.I)I tried to appease them by offering to replace the product with a brand-new one.我试图用一款全新的产品取代这个产品以安抚他们。II)He tried his best to appease the angry customer by giving him a gift.他尽最大努力以礼物安抚生气的客户。9priority/prarti/n.so
34、mething that you think is more important than other things and should be dealt with first 优先事项；最重要的事；首要事情e.g.I)Education is a top priority.教育是头等大事。II)The school will give priority to improve the teachers international level.学校将优先提高教师的国际化水平。10intangible/ntndbl/adj.that exists but that is difficult to
35、 describe,understand or measure 难以形容（或理解）的；不易度量的；商无形的e.g.I)Stocks and bonds are intangible property.股票和债券是无形财产。II)The intangible assets are more important in the total assets of enterprises with the development of economy.随着经济的发展，无形资产在企业总资产中占有越来越重要的地位。11profitability/prftblti/n.the quality of afford
36、ing gain or benefit or profit 获利（状况）;盈利（情况）e.g.I)Changes were made in operating methods in an effort to increase profitability.为了提高盈利能力，经营方式发生了改变。II)Market share and profitability have both declined since then.此后市场份额和盈利能力双双下滑。12rectify/rektfa/v.to put right sth that is wrong 矫正；纠正；改正e.g.I)That mista
37、ke could have been rectified within 28 days.那个错误可能在 28 天内得到纠正。II)Instead of blaming ourselves,we should try to find out what we need to rectify.与其责备自己，我们应该试着找出需要改正的地方。Phrases&Expressions1e.g.I)I wasnt qualified to apply for the job really but I got it anyhow.我确实没有资格申请这份工作，但我还是得到了它。II)What qualificat
38、ion should I possess in order to apply for this major?要申请这个专业，我需要具备哪些资格？apply for申请2e.g.I)Some companies are taking advantage of a tool called customs detention to stop infringing goods from entering the European Union.一些公司正在利用海关扣押这种手段来阻止侵权货物进入欧盟。II)Customs detention means the products are detained
39、by the customs before entering the country.海关扣押是指产品在进境前被海关扣留。customs detention海关扣押3e.g.I)He seems to be reluctant to cooperate with us.他似乎不愿意与我们合作。II)The problem is that you are reluctant to apologize to your customer.问题是你不愿意向客户道歉。be reluctant to不愿意；不情愿4e.g.I)Many people get caught in a vicious circ
40、le of dieting and weight gain.许多人陷入节食和体重增加的恶性循环中。II)The government aims to break the vicious circle between poverty and crime.政府力图打破贫困和犯罪之间的恶性循环。vicious circle恶性循环5e.g.I)Their recommendations will be critical to my final decision.他们的建议对我的最终决定至关重要。II)A reasonable strategy will be critical to your com
41、panys future development.合理的战略将对公司未来的发展至关重要。be critical to至关重要6e.g.I)This price is already at our bottom line,and we cant concede any more.这个价格已经是我们的底线，我们不能再让步了。II)Trademark violations can hurt a business reputation,and its bottom line.商标侵权会损害一家企业的声誉，打破其底线。bottom line底线；最低条件7e.g.I)He attempted to ta
42、ke control of the company.他试图控制这家公司。II)I will attempt to answer all your questions.我将努力回答您的所有问题。attempt to尝试；企图；试图做某事Task 1Work in pairs.Read the above passage and answer the following questions.1 1 Why are some goods detained at the importing countrys customs according to the passage?2 2 What is on
43、e of the most powerful forms of advertising mentioned in the passage?3 3 What benefits can seller have during the process of settling customers complaint?Task 2Complete the following sentences with the words or phrases in the box.Change the form if necessary.1 We took up this task as a challenge and
44、 analyzed how to_the new system.2 If the shoes do not wear well,the seller will_your money.3 How you finance a business is_to the success of your venture.4 _medical products have long been a threat to public health and patients safety.impactintangibleimplementcrucialrefundcounterfeitattemptprofitabi
45、lityComplete the following sentences with the words or phrases in the box.Change the form if necessary.5 The seller_to resolve buyers complaints and claims.6 The internet has an_on the lives of everyone.7 The marketing concept rests on four pillars:Target market,customer needs,integrated marketing,a
46、nd_.8 Service is the main mission of the sellers with the_nature.impactintangibleimplementcrucialrefundcounterfeitattemptprofitabilityTask 3Translate the following sentences into English,using the expressions in brackets.1 飞机上禁止使用手机。(prohibit)2 顾客如不满意可以全额退款。(refund)3 我们的头等大事是提高经济水平。(priority)Transla
47、te the following sentences into English,using the expressions in brackets.4 我们认识到自己的错误就应尽快改正。(rectify)5 进口商不愿意降价。(be reluctant to)6 赢得这份合同对这家公司的成败至关重要。(crucial)Chapter 1PART THREE/Mini-Project0 03 3各大跨境电商平台交易中经常会发生各种各样的纠纷，当买家投诉没有得到卖家的响应，或卖家不能有效处理买家投诉时，买家很可能会将买卖纠纷升级为平台纠纷。虽然纠纷让卖家感到棘手，但是大部分卖家都愿意了解买家投诉的
48、原因，因为买家投诉让卖家有机会调查、解释并弥补错误。买家在交易中提起的投诉或纠纷一般有两类：一类是买家未收到货物而产生的纠纷，俗称未收到货；另一类是买家收到货物，但货物与约定不符导致的纠纷，俗称货不对版。卖家在应对不满意、不高兴的买家时，请记住收到投诉信后要立即予以回复，应态度诚恳、措辞得体、语气恰如其分。如果不能给予圆满的答复，要向对方说明此事正在调查，承诺调查后会给予回复并给出时限。在回复投诉信时，高明的卖家会感谢买家的投诉，表示赞同买家的观点并且就发生的事情表示歉意，说明采取了哪些措施来解决问题，最好送给买家一份小礼物或代金券。Chapter 1未收到货Sample 1 关于卖家未发货的
49、投诉与回复投投诉Dear Sirs,I am greatly regretted that it is necessary to complain about the non-delivery of the product I bought from your store on October 3rd.In the previous communication,the importance of prompt delivery has been stressed.Failure to receive the product on time is causing great inconvenie
50、nce to me.I,therefore,believe that you will look into the matter immediately and let me know when my product can be delivered.Yours faithfully,这位买家显然对于卖家未发货非常不满。这时唯有婉转、得体的回复才能维护卖家与买家之间的良好关系。在下面这封回复函中，卖家充分表达了对买家的理解，并解释造成未发货的原因是节假日，并提出已经采取了补救措施，态度务实而友好。如遇到重大节假日，建议卖家在店铺首页和产品详情页增加相关提示，如发货期会因节假日有所延长的信息，以