Tips for Overcoming Seller Negligence Complaints on Tokopedia

On platforms Tokopedia, Buyers have the right to file a complaint if they experience problems in their transactions. One of the features that exists to address this complaint is Seller Negligence.

In this article, we will discuss what the seller's negligence feature is, how to deal with complaints from buyers, and provide tips for minimizing complaints from buyers.

Seller Negligence Complaint Feature on Tokopedia

Seller negligence is a feature that allows buyers to file a complaint if they think there was negligence on the part of the seller in the transaction. This can include a variety of issues such as defective products, late deliveries, or inaccurate product descriptions.

In addition, this feature gives buyers the opportunity to request a refund of the initial shipping costs to the seller. However, the seller still has the option to accept or reject the complaint.

How to Resolve Seller Negligence Complaints from Buyers

If you as a seller receive a complaint from a buyer that is said to be seller negligence, here are the steps you can follow:

• Log in to your Tokopedia account and select invoice complaints you want to respond to from the menu My Complaint.
• If you feel that the buyer's accusations are not true, you can press the option Reject Submission. Next, you need to fill in the reason for the refusal and explain clearly why you feel the complaint is unfounded.
• To support your argument, you can attach photos or videos that can help buyers and Tokopedia admins in resolving complaints. After that, press the button Send.
• Finally, confirm your rejection by pressing "Yes, Reject Submission." Your complaint will be processed.

Important to remember: The Tokopedia Resolution Center Admin has the authority to decide whether a complaint will be considered as seller negligence or not, based on existing evidence and the development of discussions in the Resolution Center. If the buyer's complaint is deemed to be seller negligence and a resolution occurs, the seller's reputation will decrease by -3.

Tips to Avoid Complaints from Buyers

• Make sure your product descriptions are complete, accurate, and clear.
• Use high-quality product photos that represent the product well.
• Make sure the stock displayed in your shop is always up to date.
• Display prices and shipping costs clearly.
• Pack your products well so they are safe during shipping.
• Respond to buyer questions and complaints quickly.
• Send products according to the promised time.
• Provide good and friendly customer service.
• Establish a clear and transparent returns policy.

By following these steps and providing the best service to your customers, you can avoid complaints from buyers and maintain your reputation as a professional and trusted seller on Tokopedia.