Dealing with refund requests in international e-commerce requires precision and documentation. When working with Portuguese-speaking customers through HubBuyCN, following a structured approach ensures you maintain clear records and provide excellent service.
Step 1: Acknowledge the Refund Request Immediately
When a Portuguese refund request arrives:
- Confirm receipt within 24 hours
- Use templates in Portuguese for quick response
- Note: Immediate acknowledgment builds trust
Step 2: Log Initial Contact in Your Spreadsheet
Create these columns in your tracking spreadsheet:
| Customer Name | Order ID | Refund Reason | Initial Contact Date/Time |
|---|---|---|---|
| Example: João Silva | HBCN-58742 | Wrong size delivered | 2023-11-15 14:30 BRT |
Step 3: Gather Required Information
Request these details from the customer in Portuguese:
- Order confirmation number
- Photos of damaged/wrong items (if applicable)
- Preferred refund method
Spreadsheet Update:
Step 4: Communicate with HubBuyCN Support
Contact HubBuyCN support through their official channels:
- Use the support ticket system
- Forward all customer communication
- Maintain professional tone in all interactions
Documentation Tip:
Step 5: Process the Refund
Once approved by HubBuyCN:
- Confirm refund amount with customer
- Process through correct payment channel
- Provide timeframe for funds to appear
Step 6: Final Spreadsheet Documentation
Complete your refund record with these additional columns:
| HubBuyCN Ticket ID | Refund Approved Date | Amount Refunded | Customer Confirmation | Final Status |
|---|---|---|---|---|
| HBC-SUP-48921 | 2023-11-18 09:15 BRT | R$ 147,90 | 2023-11-20 11:42 BRT | COMPLETED |
Professional Tips for Success
- Timezone Awareness:
- Language Consistency:
- Backup Documentation:
- Follow-up Schedule:
- Language Consistency:
By meticulously recording every step of your Portuguese refund process with HubBuyCN, you create an auditable trail that protects your business while demonstrating professionalism to your customers. This systematic approach turns potential customer service challenges into opportunities to build international trust.