●ネガ1543
原因
商品代金以外に税金が発生したことが原因
対応
バイヤーへお詫びのメールを送りました。
そして、税金分を全額返金するメールをバイヤーを
おくりました。
バイヤーから回答待ちの状況でうｓ。
再発防止策
税金についてバイヤー
から問い合わせがきた場合は12時間以内に
対応できるようにスタッフを24時間体制で対応できるように体制を整えました。
Rating
57
Translation / English
- Posted at 13 Jul 2014 at 06:51
Negative 1543
Cause
The other expense as tax besides of the cost of merchandise itself had occurred.
Correspondances
We've sent to the buyer the mail for apology. We've also sent to the buyer offering to compensate for the expense of tax and are currently waiting for thier response.
Solutions For This Matter
We laid 24 hour support system to correspond with a buyer who has a question about tax within 12 hours.
Cause
The other expense as tax besides of the cost of merchandise itself had occurred.
Correspondances
We've sent to the buyer the mail for apology. We've also sent to the buyer offering to compensate for the expense of tax and are currently waiting for thier response.
Solutions For This Matter
We laid 24 hour support system to correspond with a buyer who has a question about tax within 12 hours.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:11
Nega 1543
Cause
The cause is that a customer had to pay tax in addition to price of the item.
How we handled it
We sent an e-mail reporting our apology to buyer.
We also sent an e-mail to buyer reporting that we were going to refund whole amount of the tax.
We are waiting for a reply from him or her.
How we prevent that it does not happen again
In order that we can handle in 12 hours when the buyer contacts us regarding the tax,
we set a system where our staff can handle for 24 hours.
Cause
The cause is that a customer had to pay tax in addition to price of the item.
How we handled it
We sent an e-mail reporting our apology to buyer.
We also sent an e-mail to buyer reporting that we were going to refund whole amount of the tax.
We are waiting for a reply from him or her.
How we prevent that it does not happen again
In order that we can handle in 12 hours when the buyer contacts us regarding the tax,
we set a system where our staff can handle for 24 hours.
●ネガ4359
原因
注文した商品が掲載された写真と内容がちがかった為にクレームが発生。
出荷前に掲載商品と発送前の商品に相違がないのチェックが甘かったことが
原因です。
対応
バイヤーへお詫びのメールをしました。
送料はセラーが負担し、商品が返品されたら全額返金することをメールしました。
再発防止策
出荷前に掲載商品と発送前の商品に相違がないか確認するような体制を
一人から二人に増やして対応する体制を整えました。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:20
●Nega 4359
Cause
A customer filed a claim for the item received was different from the photo posted.
It was due to our miss having failed to check those differences prior to shipment.
Resolution
Sent an email with apology to the buyer.
Emailed the buyer with instruction to cover the return shipping fee first, and it will be added to the full refund to be issued when the item is returned.
Countermeasure
We have increased the headcount from one to two persons to reinforce the check system to avoid such mistakes.
Cause
A customer filed a claim for the item received was different from the photo posted.
It was due to our miss having failed to check those differences prior to shipment.
Resolution
Sent an email with apology to the buyer.
Emailed the buyer with instruction to cover the return shipping fee first, and it will be added to the full refund to be issued when the item is returned.
Countermeasure
We have increased the headcount from one to two persons to reinforce the check system to avoid such mistakes.
Rating
57
Translation / English
- Posted at 13 Jul 2014 at 07:19
Negative 4359
Causes
We got a claim because the actual merchandise and the picture of the merchandise the buyer had ordered didn't match.
Our Correspondences
We sent an email to the buyer for an apology. We've already let the buyer know about we cover the shipping.cost and pay back whole payment when the return item is back to us.
Solutions
We increased to two people from one to check the actual item and an item in the picture and make sure it's matching before we ship.
Causes
We got a claim because the actual merchandise and the picture of the merchandise the buyer had ordered didn't match.
Our Correspondences
We sent an email to the buyer for an apology. We've already let the buyer know about we cover the shipping.cost and pay back whole payment when the return item is back to us.
Solutions
We increased to two people from one to check the actual item and an item in the picture and make sure it's matching before we ship.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:06
Nega 4359
Cause
A customer reported a claim because the contents of the item he or she received was different from the contents that was listed in the picture.
The cause is that checking of the difference between the listed item and the item before shipping was not made sufficiently.
How we handled it
We sent an email to buyer reporting our apology.
We sent an e-mail reporting that a seller pays the shipping charge and refunds in full when the item is returned.
How to prevent that it does not happen again
We set a system where the number of staff who checks if there is a difference between the listed item and the item before sending that is carried out before shipping is increased from one to two.
Cause
A customer reported a claim because the contents of the item he or she received was different from the contents that was listed in the picture.
The cause is that checking of the difference between the listed item and the item before shipping was not made sufficiently.
How we handled it
We sent an email to buyer reporting our apology.
We sent an e-mail reporting that a seller pays the shipping charge and refunds in full when the item is returned.
How to prevent that it does not happen again
We set a system where the number of staff who checks if there is a difference between the listed item and the item before sending that is carried out before shipping is increased from one to two.
●ネガ0712
原因
商品の説明書、本体が英語対応できない商品だった為に
クレームが発生。
この内容を事前に周知できていなかったことが原因
対応
日本語の取り扱い説明書を写真付きで作成し、バイヤーへ送って
カメラが利用できるように対応しました。
再発防止策
取り扱い説明書が日本語のみの場合は、事前にバイヤーへ伝えて、事前に連絡して確認をして再発防止に努めます。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:26
●Nega0712
Cause
A customer filed a claim for having received an item with its instruction manual which were not compatible in English.
He/she was not informed about this as a prior notice.
Resolution
Sent the buyer the Japanese instruction manual as an attachment to follow up the customer's camera operation.
Countermeasure
For those items with Japanese instruction manual only, we will notify the buyer in advance. We will strive to avoid such discrepancy by fully communicate with customers prior to purchase.
Cause
A customer filed a claim for having received an item with its instruction manual which were not compatible in English.
He/she was not informed about this as a prior notice.
Resolution
Sent the buyer the Japanese instruction manual as an attachment to follow up the customer's camera operation.
Countermeasure
For those items with Japanese instruction manual only, we will notify the buyer in advance. We will strive to avoid such discrepancy by fully communicate with customers prior to purchase.
Rating
57
Translation / English
- Posted at 13 Jul 2014 at 07:55
Negative 0712
Causes
The claim had occurred because it didn't have any English description or English feature itself and we didn't know about it before we shipped it.
Our Correspondances
We added pictures to an original direction and sent it so that the customer can use the camera.
Our solutions
We will contact and make sure with the buyers if the direction is only written in Japanese.
Causes
The claim had occurred because it didn't have any English description or English feature itself and we didn't know about it before we shipped it.
Our Correspondances
We added pictures to an original direction and sent it so that the customer can use the camera.
Our solutions
We will contact and make sure with the buyers if the direction is only written in Japanese.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:50
Nega
Cause
A customer reported a claim because manual and an item were not listed in English.
The cause is that this fact was not notified in advanced.
How we handled it
We created a manual in Japanese with a picture and sent it to buyer.
By this, they can use a camera.
How to prevent that it does not happen again
If a manual is listed only in Japanese, we will notify it to a buyer in advance.
We will make an effort to prevent that it happens again by notifying in advance.
Cause
A customer reported a claim because manual and an item were not listed in English.
The cause is that this fact was not notified in advanced.
How we handled it
We created a manual in Japanese with a picture and sent it to buyer.
By this, they can use a camera.
How to prevent that it does not happen again
If a manual is listed only in Japanese, we will notify it to a buyer in advance.
We will make an effort to prevent that it happens again by notifying in advance.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:21
Negative 0712
Cause:
Received a complain about the manual and item itself could not be compatible with English because we did not know about that.
Response:
Create a manual written in English with pictures and sent it to the buyer in order to make the buyer could handle the camera.
Recurrence prevention measure:
Make sure whether the manual is written in Japanese only or not, and inform it to the buyer before transaction.
Cause:
Received a complain about the manual and item itself could not be compatible with English because we did not know about that.
Response:
Create a manual written in English with pictures and sent it to the buyer in order to make the buyer could handle the camera.
Recurrence prevention measure:
Make sure whether the manual is written in Japanese only or not, and inform it to the buyer before transaction.
●ネガ4362
原因
商品が予定日になっても届かないのでクレームが発生。
郵便局に追跡番号を伝えて調べてもらいましたが原因不明で商品が行方不明です。
対応
バイヤーへお詫びのメールを送りました。
新しい商品を商品代金無料、送料無料でバイヤーへ送って対応しました。
再発防止策
商品が届く予定日から3日後に追跡番号を確認し配達の状況を確認する体制を
整えました。
もし税関や配送業者で止まっている場合はバイヤーへ状況を連絡して
対応。事前に商品がバイヤーへ無事に届くようにサポートしていきます。
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 06:47
Nega 4362
Cause:
Received complain about the item wasn't delivered on the expected delivery date.
The package is missing and cannot be tracked with tracking number at post office.
Response:
Sent an apology email to the buyer, and re-sent new item to the buyer with no extra charge.
Recurrence prevention measure:
Implement the regulation to keep confirming the delivery status from expected delivery date to 3 days after.
If the item was hold at customs for inspection or at any point of delivery process, we inform the buyer about the situation. We always keep tracking items and make sure it will be delivered safely.
Cause:
Received complain about the item wasn't delivered on the expected delivery date.
The package is missing and cannot be tracked with tracking number at post office.
Response:
Sent an apology email to the buyer, and re-sent new item to the buyer with no extra charge.
Recurrence prevention measure:
Implement the regulation to keep confirming the delivery status from expected delivery date to 3 days after.
If the item was hold at customs for inspection or at any point of delivery process, we inform the buyer about the situation. We always keep tracking items and make sure it will be delivered safely.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:55
Nega 4362
Cause
A customer reported a claim because he or she has not received an item on the day when it was scheduled to be delivered.
We asked a post office to check after telling them a tracking number, but we could not found
its cause and the item is missing.
How we handled it
We sent an e-mail reporting our apology to buyer.
We sent a new item to buyer at free of charge without requiring the shipping charge.
How to prevent that it does not happen again
We set a system where we check a tracking number and delivery status 3 days after the day
an item is scheduled to be delivered.
If the item is stopped at the customs or delivery company, we will contact a buyer.
We will support that a buyer can receive the item without any problem in advance.
Cause
A customer reported a claim because he or she has not received an item on the day when it was scheduled to be delivered.
We asked a post office to check after telling them a tracking number, but we could not found
its cause and the item is missing.
How we handled it
We sent an e-mail reporting our apology to buyer.
We sent a new item to buyer at free of charge without requiring the shipping charge.
How to prevent that it does not happen again
We set a system where we check a tracking number and delivery status 3 days after the day
an item is scheduled to be delivered.
If the item is stopped at the customs or delivery company, we will contact a buyer.
We will support that a buyer can receive the item without any problem in advance.
