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海淘退換貨:質量投訴指南

來自:下單流程 主題站     作者:我是小小蝦     2013/5/13 16:38:41
本文詳細的介紹一下在海淘時會遇到的質量問題以及由此帶來的退換貨問題,順帶說一下投訴的問題。

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相信很多喜歡海淘的親們是不是碰到過收到的產品是不良品,托運周期過長或根本就沒有收到貨物等問題呢?面對這種情況,做為一名顧客,您有權提出投訴,怎么進行呢?
關于投訴的一些Tips:
     1、問題發生后盡快投訴。
     2、記錄下自己每次發出投訴信或與對方電話投訴的時間、郵件收件人或電話投訴的對方接聽人員的名字,這有助您更好的回憶起投訴的各種細節。
     3、如果是電話投訴,那么在投訴前準備好各種相關收據、資料,寫下您想要說的話,講話要禮貌而自信,不要表現出憤怒。
     4、如果通過郵件投訴,那么郵件應該:簡單明了。
     要講明購買了何種產品或服務。
     列明所支付的費用。
     說明發生了什么錯誤(或產品缺陷),及您已經采取什么措施。
     說明您想得到什么樣的賠償,是維修、退貨還是重新發送一件?
     自己要保留投訴郵件的副本。
     注明您想要這個問題最好在,比如10個工作日內得到解決。
如果商家不解決您的問題,可以冷靜地告訴商家,你將向更高一級的機構投訴(如相關行業協會,公平貿易機構Fair Trading)。
向這些機構投訴后,要等候數天,以確定是否有響應(一般來說,個人購物糾給90%以上的可以在上述機構得到解決)。
如果在15天內沒有反應,可以尋找相關的消費者反饋的國外網站發帖子,也可以在FACEBOOK上發帖,要如實描述您的情況,不要詆毀商家和夸大自己所受的不公平待遇。

產品投訴信范文
【Your name】                                                                                   
【Your address】
【Your phone number or email address】(How you want to be contacted)
Customer Services Manager (if you don't have a contact name)
【Company name】
【Company address line 1】
【Company address line 2】
【Company address line 3】
【Postcode】
Dear 【Contact Person or Customer Service Manager】,
【Account number, goods purchased model number etc.】
On 【date】, I bought 【describe goods】 at 【location, date and other important details of the transaction】.
I am disappointed because [it/they has/have] not performed well because 【explain the problem; for example, the product does not work properly, I was billed the wrong amount, something was not disclosed properly or was misrepresented, etc】
To resolve the problem I would like you to 【state the action you require e.g. refund, repair etc.】.
Enclosed is a copy/are copies of the 【receipt, contract etc】
I look forward to hearing from you by 【date – 10 working days after receiving this letter or email is a reasonable time for a response】. I would like this problem to be resolved between us.  If we are unable to resolve the matter I will refer it to the Office of Fair Trading, Department of Employment, Economic Development and Innovation, for their intervention.
Please contact me at the address or phone shown above.
Yours sincerely
【Sign】
【Print your name】
【Date】
Enclosures: 【state documents you have enclosed, if any】
Cc: 【Include name, company if you want to send a copy of this letter to someone】

服務投訴信范文
【Your name】                                                                                    
【Your address】
【Your phone number or email address (how you want to be contacted)】
Customer Services Manager (if you don't have a contact name)
【Company Name】
【Company address line 1】
【Company address line 2】
【Company address line 3】 【Postcode】
Dear 【Contact Person or Customer Service Manager】,
【Account number, services purchased etc.】
On 【date】, I 【bought, rented, was provided with etc.】 a 【service performed etc.] at [location, date and other important details of the transaction】
I am disappointed because 【the service you provided, your service etc.]】was 【unsatisfactory, unfinished, defective etc.】 because 【explain the problem as you understand it giving as much detail as possible】
To resolve the problem I would like you to 【state the action you require e.g. refund, service performed again, rectified etc.】.
Enclosed is a copy/are copies of the 【receipt, contract etc】.
I look forward to hearing from you by 【date – 10 working days after receiving this letter or email is a reasonable time for a response】.  I would like this problem to be resolved between us.  If we are unable to resolve the matter I will refer it to the Office of Fair Trading, Department of Employment, Economic Development and Innovation.
Please contact me at the address or phone shown above.
Yours sincerely
【Sign】
【Print Your Name】
【Date】
Enclosures: 【state documents you have enclosed, if any】
Cc: 【Include name, company if you want to send a copy of this letter to someone】
大致就是以上這些啦,希望對大家有點幫助,新人可以看看,達人們可以參考,如果有不當的地方,歡迎大家指正!
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