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海淘退换货:质量投诉指南

来自:下单流程 主题站     作者:我是小小虾     2013-5-13 16:38:41
本文详细的介绍一下在海淘时会遇到的质量问题以及由此带来的退换货问题,顺带说一下投诉的问题。

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相信很多喜欢海淘的亲们是不是碰到过收到的产品是不良品,托运周期过长或根本就没有收到货物等问题呢?面对这种情况,做为一名顾客,您有权提出投诉,怎么进行呢?
关于投诉的一些Tips:
     1、问题发生后尽快投诉。
     2、记录下自己每次发出投诉信或与对方电话投诉的时间、邮件收件人或电话投诉的对方接听人员的名字,这有助您更好的回忆起投诉的各种细节。
     3、如果是电话投诉,那么在投诉前准备好各种相关收据、资料,写下您想要说的话,讲话要礼貌而自信,不要表现出愤怒。
     4、如果通过邮件投诉,那么邮件应该:简单明了。
     要讲明购买了何种产品或服务。
     列明所支付的费用。
     说明发生了什么错误(或产品缺陷),及您已经采取什么措施。
     说明您想得到什么样的赔偿,是维修、退货还是重新发送一件?
     自己要保留投诉邮件的副本。
     注明您想要这个问题最好在,比如10个工作日内得到解决。
如果商家不解决您的问题,可以冷静地告诉商家,你将向更高一级的机构投诉(如相关行业协会,公平贸易机构Fair Trading)。
向这些机构投诉后,要等候数天,以确定是否有响应(一般来说,个人购物纠给90%以上的可以在上述机构得到解决)。
如果在15天内没有反应,可以寻找相关的消费者反馈的国外网站发帖子,也可以在FACEBOOK上发帖,要如实描述您的情况,不要诋毁商家和夸大自己所受的不公平待遇。

产品投诉信范文
【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】

服务投诉信范文
【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】
大致就是以上这些啦,希望对大家有点帮助,新人可以看看,达人们可以参考,如果有不当的地方,欢迎大家指正!
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