为防止提起纠纷，客服人员会在客户付款后针对各类问题力求给客户提供满意的方案。尽管客服人员做出了各种努力，但有时客户仍会把投诉升级为平台纠纷。遇到这种情况，客服人员应坚持以客户为中心的原则，运用有效的沟通技巧，与客户进行联系，尽可能提供解决方案，希望客户能撤销纠纷。具体可以参考下列范文。
范文
Dear XXX,
We found that you already applied a case to AliExpress. We just want to tell you that we will still try our best to help you solve the problem together with AliExpress.
Here is our better solution. Hopefully it can match your requirement.
Best regards!
若与客户沟通后，他/她仍不愿意撤销纠纷，在平台给予裁决后，客服人员也要继续与客户联系。下列范文可供参考。
范文
We would like to inform you that AliExpress provide two solutions against your claim.
(1)Return for full refund (Buyers bear the return shipping fees).
(2)Refund amount: $ x X X (without returning goods).
please let us know which solution you prefer ASAP so that we can proceed your claim. Thank you!
Best wish.
若平台对纠纷已经裁决，让卖家退货退款，那么客服人员应再次告诉客户退货地址，并表达希望后续继续交易的期望。下列范文可供参考。
范文
Dear XXX,
We would like to inform you AliExpress just made a final decision that you should return the goods back to us for a full refund, please kindly check the following return address.
Attn:
Address:
Zip Code:
Phone:
Please kindly be noted:
(1)Please make sure the return goods under the good condition and with original labels.
(2)Please write “Order No and word of“Return Goods”on the parcel, which will be much helpful for our warehouse staff to identity your return.
(3)Please kindly provide us with return tracking number once available, we will trace it at our end.
Thanks for your kindly cooperation in advance. We are looking forward to your next shopping with us.
Best regards!
