In the fast-growing reverse purchasing (daigou) industry, efficient after-sales management has become a critical factor for platform reputation and customer satisfaction. This article explores how shopping spreadsheets can systemize after-sales processes by integrating policies from major platforms, tracking case progress, and improving response efficiency.
1. Understanding Major Platform After-Sales Policies
| Platform | Return Window | Refund Policy | Special Requirements |
|---|---|---|---|
| Superbuy | 7-30 days | Full refund after return inspection | Original packaging required |
| Bhiner | 14 days | Partial refund for used items | Video proof required for defects |
| Yoybuy | 10 days | Store credit option available | Chinese holiday exceptions |
Key spreadsheet columns should flag policy-specific requirements to prevent invalid claims.
2. Spreadsheet Framework for After-Sales Tracking
Essential Tracking Fields:
- Case ID
- Platform
- Policy Reference
- Timeline Log
- Status Matrix
- Customer Communication
- Platform
Automation Features:
- Conditional formatting that highlights overdue cases
- Platform-specific deadline calculators
- Template response generators
- Integrated escalation triggers
3. Implementing the Spreadsheet in Service Workflow
Standard Operating Procedure:
Step 1: Intake & Triage
Customer complaint → Spreadsheet entry creation → Policy verification → Priority assignment
Step 2: Platform Communication
Automated reminders for required evidence → Template messages to sellers → Upload platform responses
Step 3: Resolution Tracking
Real-time case updates → Customer notification alerts → Outcome documentation
4. Analytics and Continuous Improvement
Critical KPIs to Monitor:
- First Response Time (FRT)
- Platform-Specific Resolution Rate
- Re-opened Case Percentage
- Customer Satisfaction Scores (CSAT)
- Policy Exception Frequency
Pivot tables should compare performance across platforms and team members.
Building Customer Confidence Through Systemization
By centralizing after-sales processes in customized spreadsheets that incorporate platform policies, reverse purchasing services can achieve 40-60% faster resolution times while reducing processing errors. This systematic approach transforms after-sales from a cost center into a reputation-building opportunity.
Implementation Tip: