Managing Complaints on Return Requests from Customers at Bukalapak

In today's digital era, trading in E-commerce has become one of the fastest growing economic sectors. Bukalapak, as one of the platforms E-commerce leading in Indonesia, has provided great opportunities for sellers to market brand products.

However, just like in conventional businesses, sellers at Bukalapak are also faced with various challenges, one of which is managing complaints about return requests from customers.

In this article, we will discuss how sellers at Bukalapak can handle return requests from their customers.

The Importance of Understanding the Reasons Behind Complaints and Return Requests

As a seller on Bukalapak, it is important to understand that complaints and requests for returns from customers are a normal part of business E-commerce. You can see the reason for requesting a customer return via the Goods Complaints Discussion page.

Credit picture by Bukalapak

Some common reasons behind complaints and returns include:

• The product does not match the description. This could be related to color, size, or product features.
• Product damage or defects can also cause complaints or requests for returns.
• Product quality that does not meet customer expectations can be a source of dissatisfaction.
• Delayed or lost delivery of orders

Overcoming Return Complaints from Buyers

To overcome problems with complaints regarding return requests, sellers can hold discussions with buyers through the following steps:

• Enter the discussion area of ​​the transaction being complained about to discuss with the customer. You can do this by clicking Reply to Goods Complaint Discussion from the return notification email received from Bukalapak.
• Alternatively, you can go to the menu Transaction, then click View All Transactions. After that, look for the related transaction number, go to the transaction details page, and select the tab Complaint Discussion to interact with buyers.
• If discussions with buyers reach an impasse, you can press the button Call Admin to get help from Bukalapak.

Credit picture by Bukalapak

• Once an agreement is reached, you can continue resolving the complaint according to the agreed return type.

Various Return Agreements between Sellers and Buyers

During the process of resolving return complaints, the following are several types of agreements that may occur between the seller and the buyer.

Refund Solutions

You will get an Approved Refund Request e-mail from Bukalapak. The buyer will return the goods that have been received, so make sure the return address is correct. You will get notifications when the item is sent by the buyer and when you receive it. After confirmation of receipt of goods, the payment money will be forwarded by the Admin to the Bukalapak Balance according to the agreement.

Goods Replacement Solutions

Bukalapak will send you an Approved Item Replacement Request email. Make sure the return address is correct. You will get a notification when the item is sent by the buyer and when your replacement item arrives at the buyer's location. If the buyer has confirmed receipt of the goods, the payment will be refunded according to the agreement.

Solution for Adding Goods

You will get an e-mail request for additional goods approved from Bukalapak. For this solution, make sure you send using Bukasend. After delivery, make sure the package is picked up by the courier or delivered to the outlet to ensure delivery of the goods runs smoothly.

It is important to always communicate openly and honestly with your customers and adhere to the guidelines set by Bukalapak. By understanding the reasons behind complaints and returns and following these steps, you can build a good reputation as a reliable seller on Bukalapak.