This guide will walk you through how to propose alternative solutions when handling aftersales requests from buyers. This feature provides greater flexibility in managing aftersales requests, helping you reach agreements with buyers while ensuring their satisfaction.

Benefits of Proposing Alternative Solutions

How to Propose an Alternative Solution

When you receive an aftersales request, you have the option to offer an alternative solution depending on the reason submitted by the buyer.

1. Go to Orders > Manage Returns and select the 'Awaiting Action' tab to view your aftersales requests.
2. Review the reason submitted by the buyer and click 'Respond' to take action. You have the following options:
   • Approve: Accept the buyer's aftersales request, meaning you agree to proceed with the resolution requested by the buyer.
   • Reject: If a request doesn't meet your criteria, you can reject it and provide a clear reason for transparency.
   • Propose other solutions: Apart from approve and reject, you can suggest an alternative solution. If the proposed solution is more favourable to the buyer, it will be auto-approved by the platform.

Here's a list of alternative solutions by request types:

• Refund-Only Requests

• Return and Refund Requests

• Reshipment Requests

• Exchange Requests

❗️Important: If you propose a partial refund, the offer will be sent to the buyer as a negotiation card in Customer Service Chat. The buyer has 1 calendar day to accept or reject it. If the buyer rejects the offer, the request will revert to the original request, and you must either approve or reject it following standard procedures.

3. Once you select and submit your new solution, the platform will update the request accordingly, allowing you to proceed with the agreed resolution.

To learn more about different types of aftersales requests, refer to these articles:

• Refund-Only Requests
• Return and Refund Requests
• Partial Refund
• Reshipment Requests
• Exchange Requests

Next Steps After Offering an Alternative Solution

Once you offer an alternative solution, you must take the necessary next steps within the required timeframe. Below is an overview of the expected actions and what happens if you fail to complete them on time: