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Pulangan & Bayaran Balik (Bhg. 3): Memberikan Maklum Balas Permintaan Pembeli Anda - Terima / Cadang / Pertikaian - Cikgu Shopee
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Pulangan & Bayaran Balik (Bhg. 3): Memberikan Maklum Balas Permintaan Pembeli Anda – Terima / Cadang / Pertikaian

 Pulangan & Bayaran Balik (Bhg. 3): Memberikan Maklum Balas Permintaan Pembeli Anda – Terima / Cadang / Pertikaian

Untuk topik kali ini, anda akan didedahkan tentang tips-tips / perkara-perkara yang digunakan untuk memberi maklum balas berikutan permintaan pembeli anda di Shopee. Topik ini akan dijelaskan mengikut tiga (3) senario.

SITUASI 1: PENJUAL MENERIMA PERMINTAAN PULANGAN / BAYARAN BALIK

Rajah 1.1 Carta Alir Pemulangan / Bayaran Balik Bagi Situasi 1
Rajah 1.2 Antara muka untuk balas permintaan Pemulangan / Bayaran Balik

LANGKAH 1: Pilih Accept Proposal seperti yang ditunjukkan dalam Rajah 1.2 di atas.

Rajah 1.3 Alamat pemulangan produk oleh pembeli kepada penjual

LANGKAH 2: Pilih alamat untuk pembeli mengembalikan produk seperti yang ditunjukkan dalam rajah 1.3 di atas.

LANGKAH 3: Status Return / Refund akan dikemas kini menjadi “Return Pending“.

LANGKAH 4: Pembeli mesti menghantar bungkusan itu dalam masa 5 hari kalendar. Sekiranya tidak, permintaan Pulangan / Bayaran Balik akan dibatalkan.

LANGKAH 5: Anda akan menerima notifikasi apabila pembeli memasukkan maklumat penghantaran balik.

LANGKAH 6: Sekiranya produk dikembalikan dalam keadaan memuaskan, anda boleh mengembalikan jumlah tersebut kepada pembeli. Sekiranya produk diterima dalam keadaan tidak memuaskan, anda boleh mengemukakan pertikaian kepada Shopee.

LANGKAH 7: Anda perlu beri maklum balas permintaan tersebut dalam masa 5 hari kalendar. Jika tidak, pembeli akan dibayar kembali.

SITUASI 2: PENJUAL INGIN MENCADANGKAN JUMLAH BAYARAN BALIK YANG LEBIH RENDAH

Rajah 1.4 Antara muka untuk penjual mempertikai keputusan dari Pembeli

Sekiranya anda tidak bersetuju dengan cadangan pembeli sebelumnya, anda boleh mengemukakan cadangan penyelesaian baru. Terdapat 2 kemungkinan penyelesaian kaunter:
Pilihan 1: Bayaran Balik
Anda boleh memilih pilihan Bayaran Balik untuk mengatasi pembeli dengan jumlah bayaran balik yang lebih rendah.
Pilihan 2: Pulangan & Bayaran Balik
Anda boleh memilih pilihan Pengembalian dan Pengembalian Wang untuk membolehkan pembeli mengembalikan produk sebelum memberikan bayaran balik.

Rajah 1.5 Borang untuk tawaran bayaran balik

TIPS PENJUAL:
1. Sekiranya anda tidak memerlukan produk anda kembali, anda juga boleh mengembalikan wang pembeli dengan segera tanpa penghantaran balik. Anda boleh memberikan cadangan pembayaran balik yang berbeza kepada pembeli.
2. Sekiranya tiada tindak balas dalam 3 hari, sistem akan secara automatik menerima cadangan terbaru oleh salah satu pihak, tanpa mengira sama ada persetujuan bersama telah dicapai atau tidak.

SITUASI 3: PENJUAL TIDAK BERSETUJU DENGAN PEMBELI

Anda boleh membuat pertikaian kepada Shopee setelah anda berbincang dengan pembeli, kemudian:
1. Anda tidak dapat kata putus dengan pembeli; ATAU
2. Anda menerima pengembalian dalam keadaan yang tidak memuaskan (Contoh: Item yang salah, Item yang rosak); ATAU
3. Barang yang dipulangkan tidak tiba tepat pada waktunya.

Rajah 1.6 Butang untuk buat pertikaian kepada Shopee.
Rajah 1.7 Pop-up yang keluar setelah memilih pertikaian

Merujuk rajah 1.7 di atas, apabila anda memilih Pertikaian (Dispute):
● Anda akan melihat tetingkap pop-up di atas pada sebelah kanan.
● Anda disyorkan untuk mengisi semua butiran pada tetingkap pop-up di atas timbul.
● Muat naik bukti untuk menyokong pertikaian anda dengan menyerahkan foto atau video dalam 3 hari kalendar.

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Ridhwan Musa

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