Home > Optimizing After-Sales Management in Reverse Taobao Platforms Using Spreadsheets

Optimizing After-Sales Management in Reverse Taobao Platforms Using Spreadsheets

2025-07-22
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Introduction

In the competitive landscape of reverse Taobao (daigou) services, efficient after-sales management is critical for maintaining customer satisfaction and platform reputation. This article explores how customized spreadsheets can integrate with major daigou platforms' policies to create a responsive售后 workflow.

After-Sales Process Flowchart

Core Platform Policies Analysis

Platform Return Window Refund Method Dispute Resolution
Superbuy 7-15 days Original payment 72h response
Bhiner 10 business days Store credit 48h resolution
Yoybuy 30 calendar days Flexible options Escrow system

Spreadsheet Implementation Framework

① Centralized Case Tracking

  • Auto-calculated SLA timelines
  • Color-coded status flags
  • Cross-platform policy reminders

② Automated Documentation

  • Template responses generation
  • Evidence attachment logging
  • CSV export for platform submissions
// Sample Google Apps Script for automatic follow-ups
function sendReminders() {
  const sheet = SpreadsheetApp.getActiveSheet();
  const data = sheet.getDataRange().getValues();
  
  data.forEach(row =    {
    if (row[5] == "Unresolved" && row[10] == "") {
      MailApp.sendEmail(
        row[3], 
        `Case ${row[0]} Update Required`,
        generateReminderText(row)
      );
    }
  });
}

Implementation Results

68%

Reduction in resolution time

92%

Customer satisfaction rate

24/7

Team collaboration capability

Yoybuy Integration Case Study

By mapping Yoybuy's 30-day return policy to spreadsheet automations, one agent handled 47 cases/week with:

  1. Pre-filled CN→EN dispute forms
  2. Auto-scheduled platform follow-ups
  3. Real-time refund status from API pulls
"The color-coded escalation system reduced our VIP case response time from 6 hours to 47 minutes." - Supervisor, CandyPanda Daigou

Conclusion

A well-designed after-sales spreadsheet system becomes the control center bridging platform requirements and customer expectations. Key success factors include:

  • Policy Awareness:
  • Mobile Accessibility:
  • Analytics:

Download our template (Google Sheets/Excel) with pre-configured:

售后 Management Template Includes Taobao/Tmall/JD auto-translation macros
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