What is the transaction dispute resolution system?
In the e-commerce scenario, due to the uneven levels of product quality control and merchant services, disputes and complaints are inevitable. The Dispute Handling System (OP) is a place for the platform to centrally process complaints.
This article does not discuss the whole process of disputes, but only discusses how to optimize the handling of disputes in the customer service processing stage of the platform.
2. Why do we need to divide into stages?
Disputes flow to the customer service processing stage. The pre-condition is often that the two parties have not reconciled or have not been dealt with over time. At this time, the customer service needs to judge who is responsible for this case consumer email list and who needs to do it based on the credentials provided by the user and the merchant. Compensate action.
Because this stage involves operations such as producing evidence, judging responsibility, and verifying vouchers, the process is more complicated. Therefore, the customer service operation stage is divided to ensure the processing effect of the dispute consumer email list order through a standardized method, improve the processing efficiency of the dispute order, and improve the users. & Merchant's dispute experience.
2.1 Reduce the learning cost of customer service
The subdivision of transaction disputes in the e-commerce scenario is complicated. Even if the diversity of cases is not discussed, only in the dimension of consumer email list a certain dispute order, the customer service operation process is also very long, and there are many parts that the customer service needs to understand and operate, which takes the customer service a lot of time to get familiar with the process.
If the customer service needs to deal with one of the links, then the accuracy and efficiency will be greatly improved. At the same time, with the increase of processing times, the customer service will become more and more familiar with this link, and the accuracy and efficiency will be further improved.
2.2 Reduce the operating cost of customer service
Since customer service is very familiar with a certain stage, as the number of disputes becomes larger, the scale benefits can significantly reduce costs.
2.3 Reduce the switching cost of customer service
Since the customer service processing stage involves multiple links, a single customer service processing causes the customer service to operate and convert skills between different parts, resulting in unnecessary waste of conversion costs.
If the customer service only handles a certain stage, it can save the cost of switching the brain between different stages, thereby improving efficiency and efficiency.
Three, how to do the stage division
After talking about so much foreshadowing, the standardized landing is this part.
The standardization of the dispute resolution system is divided into 4 stages in total. The customer service personnel at different stages are different, and each customer service focuses on one stage. All customer service operations here are to click on the configured standardized options, without actively editing fields.
3.1 Customer service takes over node + hidden state
The pre-status of the customer service takeover operation node of a dispute order is waiting for customer service access, and the post-position status is waiting for customer service to handle, that is, the first stage of dispute operation is entered. At the same time, the operator who takes over the customer service and the operator in the first stage are the same person .
The reason why the customer service is set up to take over this part is because in the early stage of the dispute handling system, there is no strategy for diversion. This part will be discussed in Part 4 of this article.
Regarding the hidden state, this state is for waiting for the user/merchant to supplement the certificate and other states that do not require customer service operations, and the dispute sheet will not appear in the dispute processing system, saving customer service browsing time. At the same time, each stage is a QC (quality check) of the previous stage, and these specific states will be mentioned below.
3.2 True Stage 1: Choose the status quo of the dispute + make the first judgment on whether supplementary vouchers are needed