妥投退回是指：邮件妥投后（主要是投递至收发室或者自提点）逾期无人领取，收件人已迁移新址不明等情况下，由投递人员收回后，进行下一步退回寄件方操作。（已妥投了的邮件，退回处理）

退回妥投是指：邮件已经退回到收寄局，投递人员妥投给寄件人或者原收寄局签收。（退回到投递部的退件，妥投给寄件人）

妥投退回举例：

快包98965512615**到达投递部后，投递员电话预约收件人投递，收件人未在指定位置，要求投递员将该件投递到单位收发室，投递员按照收件人要求投递到单位收发室签收，并在PDA实时反馈妥投信息。几天后，收件人未取走该件，投递员电话联系收件人进行催投，收件人说：该件退回吧！我近期不在单位，出差1月。投递员将该件取回，退回寄件人，这就属于妥投退回。

退回妥投举例：

本区域投递机构收寄的邮件，由于收件人拒收等种种原因退回到本区域投递部，投递部需将该件投递给寄件人签收。

说到纠纷大部分卖家头都大了，纠纷就像颗定时炸弹一样，提心吊胆。一开始我最早接触速卖通平台，最怕的就是纠纷，那时候超标直接屏蔽店铺，最苦逼时候屏蔽2个多月，天天个位数订单，想死的心都有，真的半夜做梦都在想着怎么解决纠纷啊！

回归到纠纷这个话题上，目前仍然是大部分卖家的短板，也是严重影响店铺服务指标的关键因素。这几年没处理过上1000个纠纷，都不好意思说自己做过速卖通。纠纷处理的过程当中需要注意以下的几点。

一：纠纷处理的基本原则

大家都知道纠纷的响应时间是5天，如果超过5天不回应，响应超时，直接退款，你再怎么忙，不管这个纠纷是不是棘手，如果时间只剩下2天之内，先拒绝掉。

这一点非常重要，纠纷里面物流原因直接决定你商品DSR，产品质量纠纷直接决定货不对板纠纷提起率，如果你某个类目分数都快要超标关掉了，你告诉我：这个质量纠纷我一定要赢。请你理智处理，记住店铺安全第一。

每个月纠纷退款的损失，某种程度上客服有权利降低到最少，比如物流承诺运达先退款了，但是客户收到后，可以留言客户部分退还。（我经常这么干，只要客户退80%即可）

二：纠纷分类及具体方法

纠纷分类总体来讲分为三类：物流纠纷、质量纠纷、恶意纠纷。

无物流信息

思路：很简单ERP查询是否发货，发了是不是没上网更新。

缺货未发

Dear Valued Customer

Really sorry for the inconvenience , Just because the item you buy is out of stock , New stock maybe need 2~3 weeks to arrive , We need refund you the full money soon , Usually Aliexpress will deal with it with 3~5 working days .

Once you receive the money , Hope you can give me 5 star good feedback , Next time when you buy from my store , we need give you VIP Price , and do better after-sale for you .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

发了未上网更新

Dear Valued Customer

Really sorry for the inconvenience , Just because we ship the package to Aliexpress Warehouse yesterday, so they need some time to deal with it , and will update the tracking info on website soon . we send you the tracking website , you can track it by yourself .

LINK: http://www.17track.net/en

Really hope you can help me cancel the dispute first , if you still not see the tracking info updated ,you can open dispute again .

Wait your kindly reply , best wish .

货物在途中

2~3周一直没出国（大促期间）

Dear Valued Customer

Really sorry for the inconvenience , In fact we have already shipped it to Aliexpress Warehouse, Also you can track it on the internet , it shows Shipment information received.

Really hope you can help me cancel the dispute first , we have let my logistics company to check it for you , if have any updated , we will leave you message ASAP. Best Wish .

没出国显示退回（带电未过安检）

Dear Valued Customer

Really sorry for the inconvenience ,Thank you for your business, your order has been returned to us by the Custom, Just because the power bank is diffcult to pass the custom , We need refund you full money .Wait your quick reply ,thanks a lot

Also hope you can give me 5 star good feedback , Hope you can forgive me can't control the shipping problem , Next time we can apply the VIP Price and Better After-Sale for you from my company . Best Wish .

海关扣关（留言分类一篇有提到具体的原因）

Dear Valued Customer

Really sorry for the inconvenience , i just received an email from our logistics company , and i track the package on the website , your parcel arrived at your country custom , Wait you to finish the custom clearance .

Really hope you can help me cancel the dispute first , If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

货物目的国1~2个月未更新

Dear Valued Customer

Sorry for the inconvenience, We just help you track the parcel , In fact the package already arrived at your country at the date *** .

And i have extended the delivery date by *** days for you , So never worry that the protection time is running out , We hope you can try to give a call to your local post office , Let they help you track it Whether it arrived , Also China post is really a little slow , hope you understand this situation .

If you still not receive it within ** days , we can apply the refund from my company for you , donot worry that , we are the honest seller , so hope you can be a little patient , help me cancel the dispute first , Just because nowadays the Aliexpress Shopping festival , so many parcels to be shipped .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

货物目的国显示退回或者妥投不成功（妥投成功，买家说未收到）

Dear Valued Customer

Sorry for the inconvenience, In fact we just track the parcel , It shows delivered successfully . But as you say still not get it , We hope you can contact with your local post office .

We can send you all the proof to show that we send the package according to your order address in my store, And we can give you the evidence of my logistics company .

Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

卖家私自更改物流方式

Dear Valued Customer

Sorry for the inconvenience, i just help you track the parcel , it shows delivered successfully , Since you are already my VIP customer , hope you can help me cancel the dispute , Next time we need confirm with you carefully when we need change the shipping way . sorry for that mistake .

And i just apply the best after-sale for you , we can give you discount $ *8 each time when you buy in my store next time , Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.

这篇先讲到纠纷里面的第一类关于物流纠纷，虽说物流因素是不可控的，但是如果你找到一家比较靠谱物流公司，会减少你很大的工作量。

容易丢包，时效慢一直是跨境电商速卖通的痛点，无忧物流敢用敢赔的政策，最大化帮助卖家解决了物流上痛点，虽然无忧有时候也特别不靠谱，但是毕竟目前来看，个人建议走线上无忧对你经营店铺还是利大于弊，卖家自己去衡量。