Additional Support Services

Additional Support Services
Alibaba offers comfortable shopping environment and superior online customers’ satisfaction in order to maintain high engagement from customers. Thus, Alibaba has provided a suite of support services to their beloved customers to ensure optimal customer's' satisfaction.
Let’s see the example from AliExpress Platform. What make Alibaba or AliExpress to be more attractive as compared to other service providers???

Language Support
The primary language for AliExpress website is English. AliExpress.com website has translation feature that supported multiple languages including Spanish, Portuguese, Russian, Turkish, Thai Italian, German, French, Hebrew, Korean, Polish, Dutch, Arabic, Vietnamese, Japanese, Bahasa Indonesia and Ukrainian.

Payment Method & Currency
Currently, shoppers can pay using Boleto, Visa, MasterCard, QIWI, Western Union, Maestro debit card, WebMoney and bank transfer on AliExpress.com (1).
For Buyers:
AliExpress promises to shoppers can pay securely with credit card without exposing their private and confidential details. When shoppers conduct online payment, their personal details are protected by VeriSign SSL encryption (the highest level of protection commercially available).
For Suppliers:
AliExpress will verify the credit card details for every transaction. The order will ship to buyers only when the payment received is confirmed.

Buyer Protection
Alibaba want to increase shoppers’ confidence level, thus they provide guarantees that ensure shoppers will receive products ordered as described and on time.
There are 2 categories of refund (2).
  • Firstly, shoppers can claimed back full refund if the orders not arrive within the promised delivery time by the seller.
  • Next, shoppers can get refund if the items received are significantly different with the product description.
↬There are 2 more options for second refund method where shoppers can either:
Return the item & get a full refund
Keep the item & get partial refund.
Besides that, sellers also can provide further guarantee to shoppers. Products that covered under this return policy can be returned domestically as long as they are not used and in the original packaging which known as domestic returns.
If the product belongs to this warranty is found to be forged counterfeit, you will receive a full refund (including shipping charges) which known as guaranteed genuine.
AliExpress Buyer Protection Information

Supported Shipping Methods
Presently suppliers can select from the following express delivery options: UPS, FedEx, DHL, TNT, EMS, TOLL, e-EMS, ePacket, China Post Registered Air Mail, China Post Air Parcel, China Post Ordinary Small Packet Plus, HongKong Post Air Mail, HongKong Post Air Parcel, Singapore Post, Swiss Post, Sweden Post, Russian Air, Special Line-YW, DHL Global Mail and S.F. Express (3).
Shoppers are advised to have direct contact with the supplier for more shipping information, this is because the shipping way is determine by the supplier. You can go to the product details page or shop, and then click “Contact Now” to send the message now in order to contact the supplier.

Supported Help Center
It is a normal feature to have a Help Center in the website. For AliExpress Help Center, it consists of various sections, including customer service, disputes and reports, making payments, delivery option, buyer protection and new user guide (4). This webpage will act as guidance for those website users. It has included the answer for some of the common questions and interested areas asked by the shoppers. For some of the application question, it even guide you step by step. If you have any inquiries, you may find your answer in this webpage.
AliExpress Customer Services

AliExpress Shopping Application
If you want to shop everything at anytime and anywhere, then you will need this very much. 
In order to serve you better, AliExpress has created the mobile application which named AliExpress shopping App. With this app, you can shop for millions of products and brands at an incredible value.  You can search products, place orders and track deliveries at the palm of your hand. This app provides an easy, convenient, time saving and fantastic shopping experience. Without travel, you can shop various products in different provider stores. You also can access to discounts and savings that specially and exclusively provided to AliExpress Shopping app users. 
What you need to do is just download the app from Google Play or Apple App Store.
AliExpress Shopping App

Click on the below links to download the app:

Obstacle:
AliExpress must ensure the compatibility of system for users in different regions and application used. Moreover, Alibaba must ensure that all information provided to the shoppers either in the shopping app and website is the same. If not, there will be a great confusion between application and website users. For the translation feature, Alibaba must confirm that the content of the post is the same regardless of whatever language applied.
Besides that, there must be a well cooperation between AliExpress and corporate partners such as shipping partners, payment provider partners and so on. This is because only harmonious and friendly relations of cooperation can lead to a smooth transaction experience. For example, if the delivery service does not ship the items on time, the reputation and customers’ trust on AliExpress platform will be affected. 






References
  1. AliExpress Payment Methods. (n.d.). Retrieved March 05, 2017, from https://helppage.aliexpress.com/buyercenter/questionAnswer.htm?isRouter=0&viewKey=1&id=20069389&categoryIds=9205389&lang=ru
  2. Buyer Protection. (n.d.). Retrieved March 05, 2017, from https://sale.aliexpress.com/buyerprotection-en.htm?spm=2114.11010108.1000001.1.btCWdq
  3. Supported shipping methods. (n.d.). Retrieved March 05, 2017, from http://activities.aliexpress.com/adcms/help-aliexpress-com/shipping_methods.php?spm=2114.11010108.0.0.mRtUMd
  4. AliExpress Customer Service & Support. (n.d.). Retrieved March 5, 2017, from https://helppage.aliexpress.com/buyercenter/index.htm

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