How do Xiaohongshu merchants handle user complaints? Attached precautions

php editor Xigua Xiaohongshu merchants should pay attention to handling user complaints, respond promptly and actively solve problems to maintain a good user experience. When handling user complaints, merchants need to remain patient and sincere, listen carefully to user opinions, and provide reasonable solutions. At the same time, merchants should also pay attention to protecting user privacy, avoiding information leakage, and ensuring the security of user information. Effectively handling user complaints can not only solve problems, but also improve user satisfaction and user stickiness, which has a positive impact on business operations.

1. User complaints

1.1 Definition

User complaints are a common situation. Handling user complaints is of great significance to maintaining user experience and promoting user satisfaction

1.2 The role of effectively handling user complaints

Protecting user rights and interests: Only by treating and solving user complaints reasonably can the rights and interests of users be protected , establish a good image of the company

Continuously improve products and services: Through user complaints, we can understand user needs, feedback and problems, improve product and service quality in a targeted manner, and enhance competitiveness

Improve user satisfaction: Timely and effective resolution of user complaints can enhance users’ trust in the enterprise, improve user satisfaction, and promote user loyalty

1.3 The whole process of handling user complaints

User initiates complaint - Seller processing - Platform verification and processing

If the seller fails to solve the user complaint, or the seller fails to handle it within the time limit, the Xiaohongshu platform will verify and handle it according to the user's complaint appeal

1.4 Tips for handling user complaints

Customer service needs to follow the principle of "deal with emotions first, then deal with things" to transfer the negative emotions of customer service

Clear the customer problem, understand what happened, and the reason for the complaint Responsible objects and clear solutions

When handling customer complaints, properly agreeing with customers can enable effective communication, and skillful justification can reduce the occurrence of conflicts

Customer complaints are usually If you have a complaint, you can effectively solve the problem by prescribing the right medicine

2. How sellers handle user complaints

Users generally make complaints through the following three entrances:

Entrance 1: Order details page

Entrance 2: Help and customer service page

Entrance 3: Chat consultation page

2.1 How sellers handle user complaints

Point 1: Process according to the time limit

Requires sellers to handle user complaints within 24 hours after they are generated. If not handled within the time limit, the platform will verify and handle according to the user's complaints and demands

Key Point 2 ：Proactively contact users to negotiate solutions

Proactively contact users. After complaints are generated, you need to proactively contact users to negotiate solutions, and respond to complaint work orders according to the handling suggestions prompted on the page

Key point 3: Guidance User withdraws complaint

When reaching an agreement with the user, remember to guide the user to withdraw the complaint. If the user is unable to operate or does not cancel as agreed, the seller needs to reply to the solution in the work order normally within the time limit and handle it according to the page prompts:

Path 1: Xiaohongshu app-[Me]-[ Help and Customer Service] - [Complain against seller] - [Complaint record] [Cancel complaint]

Path two: Xiaohongshu app - [Order details] - [Complain against seller] - [Complaint details] - [Cancel investment 】

Point 4: The solution needs to be replied to the work order within the time limit

PC side operation steps

1. Log in to Xiaohongshu Qianfan PC side

2. Click [After-sales]-[I have been complained]

APP operation steps

1. Log in to Xiaohongshu Qianfan App

2. In [Complaint]- [To be processed], operate according to the actual situation and guidelines

2.2 Check the processing results

PC side operation steps

1. Log in to the PC version of Xiaohongshu Qianfan

2. Click [After-Sales]-[I have been complained]-[Handed] to view the complaint work orders that have been processed within the time limit, and you can check the complaint status Filter in the column

APP operation steps

1. Log in to Xiaohongshu Qianfan App

2. View in [Complaint]-[Handed] or [Platform Processing] Complaint result

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