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Hello, I’m Kevin. This is the 97th original post of 2020



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Because I have been in the habit of selling electronic products that I do not need on idle fish.


Since his car charging equipment is no longer needed and no one else in the family needs it, he sold this product on xianyu.


But today’s product case is really the pot of idle fish products.


Friends who have used Xianyu know that xianyu has got through with Taobao under the commodity system. Search keywords in xianyu, taobao can be associated with goods and sources.



At the same time, there are a lot of grey parties.


Some gray products themselves do not have task goods, but on the information poor and product name search rankings.


For example, search mango show selling mangoes, many sellers actually do not have mangoes. When you place an order, he will go to xianyu other shops to buy mangoes with lower prices and deliver them to you, making money from the difference


Therefore, many Xianyu ash producers copy the original price and put it on Xianyu APP through 1688 and other purchasing channels, and they can earn the price difference for free through natural search and traffic.


There is even a teaching of this kind of ash. With a little time, you can make hundreds to thousands of dollars a month.




Xianyu basically mixes individual sellers, second-hand resales and products from its flagship Taobao store to sell everything.


▲ The ash production of idle fish



Even what is pirated, membership exchange codes sold at a low discount, will always be the first to appear in Xianyu.


And one of the most common scenarios for product managers


Internet companies during the Holidays or Spring Festival gifts, xianyu is a big sales channel. In addition, there is an unspoken rule for idle fish, which is “knife and broadsword”.


If you are a long-time user of Xianyu, you must be familiar with this word. On idle fish, you can bargain like a stall. If the price is cut down, there will be savings.



So someone’s here to try and pick up the slack. Others look for bargains here.



My “loss of both goods and goods” on idle fish




I have a habit of selling my unused items.


So this time I hooked up my wireless car charger to the Idle fish.



▲ Sell electronics you don’t use




Due to the existence of a large number of idle fish mentioned above, do ash industry peers, naturally soon some students to find the door and initiated the purchase.


After a simple bargain, the buyer initiated the purchase.





On Xianyu, the order-based process is somewhat different from taobao. Let me list them here



▲ The buyer and seller process of idle fish



In Xianyu, because it is mainly used goods, goods orders as long as they have been delivered. There is no refund, only to appeal to customer service.


In the process above, I reduced the judgment logic. For example, the order number verification, the seller to modify the price corresponding to the buyer to be paid.


The process marked in red is the logical place where the problem occurred in this idle fish product.



On the Seller side of Xianyu, after placing an order, the user will ask the seller to deliver the goods, and the delivery process will be completed through xianyu’s official food bird Courier logistics or third-party logistics.


Choose cainiao Courier station will enter the order, door-to-door pick up, complete delivery of 3 steps.


It should be noted that in the process of idle fish delivery, the delivery state can be completed only after the delivery fee is paid.


But in fact, the students who have contacted express delivery should know that logistics delivery is allowed to be divided into freight to pay, and advance payment of freight in two ways.



So THIS time I forgot to click to pay the freight. Therefore, the order of this kind of goods of the xianyu individual seller is in the “undelivered state”, but in fact, the delivery of cainiao Courier station is to pick up the goods at the door, and some couriers have picked up the goods and delivered them successfully.




▲ Idle fish on the rookie station to pick up goods 3 steps




In the xianyu APP order, the goods are in the unshipped state and have actually been shipped successfully.




Cainiao station at the same time, Striking express delivery is the default logistics. On the buyer’s side, the order can be refunded because it is in the “unshipped state”.


As it happens, I met the buyer to apply for a refund, and the system automatically refunded the purchase cost.


▲ Buyers initiate a refund



After the refund occurred, xianyu APP generated a push notification, but I did not pay attention to every APPpush because of my work meeting. For most Internet users, there are at least dozens of APPS on their mobile phones, so it is impossible to know every push


In terms of the message notification strategy of products, the refund status of products should be the highest priority in the business, but there is no refund SMS notification, system phone notification, or even the seller’s refund review, so naturally the payment is directly returned to the buyer in the original way.




▲ The original way back to the buyer



But the actual state flow of the order is


The goods have been shipped, and the goods have been received due to the same city logistics. However, the order of this product in Xianyu shows “successful refund”, and the order status is changed to “end of transaction”.


The resulting actual business process and system process can not correspond, the seller naturally caused the loss of both human and financial results.




▲ Successful refund






System deficiencies, resulting in customer service to take the blame




As with other Internet products, there are logical mechanisms that lead to user churn and complaints.


Bear the brunt of the customer service department, operation department.


In the case of idle fish products, there are no major logic problems. But there is a loophole in the logic, the system can not confirm whether the seller has received the return request, automatically refund.


The solution is to find the customer service department and provide the single number, delivery screenshots and commodity screenshots, but the commodity has been separated from the logistics transportation system because of the receipt status.


Through communication with the customer service, I know that the order can be returned to guarantee the seller’s rights and interests if such cases occur during the time of logistics transportation, but the goods in this case show receipt.



Already in the hands of buyers, sellers can only wait for buyers willing to take the initiative to mail back the goods or private transfer payment.


Customer service said: the worst case is, through xianyu official closure of such accounts buyers. But with Idle Fish’s low-threshold registration (you can set up a new account with your mobile number), even if you lose your account, you can still set up a new one. The seller of higher unit price goods is still not protected rights and interests.


Of course, I am still dealing with this kind of accident, but also looking forward to the customer service behind Xianyu Taobao customer service to a good result.



▲ Order processing





How to solve this kind of product mechanism loopholes?






The best way is to add cash on delivery to the shipping status.


Restore the actual scenario of delivery, that is: delivery can collect freight in advance, or collect money after arrival.


At the same time, the logistics order was tracked, and the delivery process occurred after the order was generated on the official platform of Cainiao Station. Then the order automatically synchronizes the delivery status.


The revised buyer and seller business processes are as follows




▲ Adjusted delivery status acceptance logic



After a successful pickup, the Courier marks the delivery. That is, the order status changes to have been shipped, eliminated with the payment of freight as a shipment of judgment.


The second is to enhance the message notification, increase the seller’s reach rate on the refund event, so that the seller can actively communicate with the buyer, and the refund can occur under the consensus of both parties.


Reduce the pressure of customer service and operation, and increase the protection of users’ rights and interests.


Well, today’s original share is right here.


The forward and reverse flow of an order is standardized. If you are not aware of it, I recommend you to join the planet of 1 APP knowledge every day.






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