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IT Home reported on August 2 that while loosening the "refund only" policy, Taobao will also launch an after-sales negotiation tool for all Taobao Tmall merchants to meet the needs of independent negotiation between merchants and consumers in after-sales scenarios.

Generally speaking, when a buyer initiates an after-sales request, the merchant can only choose to agree or reject it. For buyers’ irregular after-sales requests (for example, they require a full refund after receiving the goods, or they require a refund without providing valid proof), the merchant can only use rejection as a communication channel with the buyer, thus increasing the platform’s request-seeking rate and risk of platform liability due to rude rejection.

It is reported that the tool is currently being tested internally by some merchants, and can automatically provide a variety of solutions for consumers to choose from based on their different needs in after-sales scenarios, such as sending soothing words and a variety of negotiation plans to consumers. The refund retention success rate exceeds 13%, effectively reducing the refund rate.

If the consumer is satisfied with the negotiation plan given by the system, the system will automatically execute the merchant's preset operations such as cash delivery, coupon delivery, and approval of refund applications, thereby helping the merchant to strengthen its after-sales service capabilities; while consumers can get compensation while shortening the after-sales processing time.

Of course, after the merchant initiates the negotiation, the refund timeout is still on the merchant's side. The merchant needs to pay attention to the refund countdown to avoid timeout. If the buyer accepts the negotiation, the system will automatically execute the refund according to the negotiation plan. If the buyer refuses to negotiate or the timeout is exceeded, the merchant needs to re-examine the after-sales order.

IT Home reminds that Taobao's after-sales negotiation tool covers the scenarios of refund only for goods received and refund for returned goods (before return). Taobao merchants can find the corresponding entrances on the Qianniu merchant workbench and the smart customer service workbench.