Introduction
In the competitive world of reverse purchasing (daigou) platforms, efficient after-sales management plays a crucial role in customer satisfaction and platform reputation. This article explores how strategically designed shopping spreadsheets can integrate with major daigou platforms' after-sales policies to create a responsive and systematic approach to handling customer issues.
The Current After-Sales Challenge
Most reverse purchasing platforms face common challenges:
- Managing orders across multiple daigou websites
- Navigating different after-sales policies and procedures
- Tracking the status of refunds and replacements
- Communicating with both overseas sellers and domestic buyers
Spreadsheet Solution Overview
A well-designed Google Sheet or Excel template can centralize after-sales management by:
| Column | Purpose |
|---|---|
| Order ID | Reference number from original platform |
| Purchase Platform | Amazon JP/Taobao/YesStyle etc. |
| Issue Type | Color/style wrong, defective, package missing, etc. |
| Platform Policy Summary | Quick reference of allowed actions |
| Status Timeline | Dates of customer report, platform contact, resolution |
Implementation Strategy
1. Template Customization
Create dropdown menus for platforms from data validation lists that auto-select corresponding:
- Return time limits (e.g., 15 days for Taobao, 30 days for Amazon US)
- Required documentation (video unboxing vs. photos)
- Refund policies (full or partial)
2. Automated Status Tracking
Use color-coding and conditional formatting to visually indicate:
- Red
- Orange
- Green
- Orange
Integrating Customer Feedback
Add columns for collecting and analyzing:
- Response time satisfaction ratings (1-5 stars)
- Issue resolution satisfaction
- Customer comments for qualitative analysis
This data helps identify frequent pain points and top-performing platforms.
Best Practices
- Update spreadsheet immediately when new issues arise
- Perform daily sorting by deadlines
- Maintain standardized responses for common situations
- Conduct weekly reviews of unresolved cases
Conclusion
By systematizing after-sales processes through intelligent spreadsheet management, reverse purchasing platforms can reduce resolution times by 30-50% while significantly improving customer satisfaction metrics. The spreadsheet becomes both an operational tool and a data source for continuous service improvement.