顧客發(fā)虛假的產(chǎn)品安全投訴！有人也遇到過這種情況嗎？怎么處理？
一個顧客想要退貨，又不想付郵費，所以發(fā)了個假的產(chǎn)品安全投訴。我們只賣全新的產(chǎn)品。我們申請了產(chǎn)品退貨單，把產(chǎn)品收回來了，發(fā)現(xiàn)完全沒有問題啊。現(xiàn)在我的賬戶有個安全投訴，還存在被封號的危險。我發(fā)郵件給seller performance，結(jié)果一直收到機器回復(fù)。我不停解釋這個投訴是假的，顧客也沒任何證據(jù)說明產(chǎn)品已經(jīng)被使用過，下面是我收到的回復(fù)：
"Your plan does not sufficiently address the complaint we received about the listing at the end of this email. To be sufficient, your plan must
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o?Include more details about the steps you have taken to prevent similar complaints.
o?Describe how you will prevent complaints, not just how you will react to them.
o?Show that you have taken responsibility for the complaints. Based on our investigation, this complaint was not caused by issues out of your control or anti-competitive behavior.
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If you would like us to reinstate your listing, please reply to this email with an updated plan. If it sufficiently addresses the complaint, we will reinstate your listing."
How do I make a plan to prevent customer from lying? I try to reason with them but they keep responding with the SAME message (above). I don't even care about selling this product anymore, I just don't want my account to be suspended. Seller support keep telling me that they cant do anything (surprising huh?) and to email seller support. Anyone been in a similar situation or have any advice?
我要怎么做才能防止顧客撒謊（抓狂）？ 我都向他們解釋了好多次，可是他們一直回復(fù)我信息的就是上圖那樣。我已經(jīng)不在乎賣不賣這個產(chǎn)品了，只想解除賬戶封號風(fēng)險。Seller support一直說他們也無能為力（很驚訝吧？）。有人遇到類似情況嗎？有啥好建議？求！萬分感謝！
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"Your plan does not sufficiently address the complaint we received about the listing at the end of this email. To be sufficient, your plan must
??
o?Include more details about the steps you have taken to prevent similar complaints.
o?Describe how you will prevent complaints, not just how you will react to them.
o?Show that you have taken responsibility for the complaints. Based on our investigation, this complaint was not caused by issues out of your control or anti-competitive behavior.
?
If you would like us to reinstate your listing, please reply to this email with an updated plan. If it sufficiently addresses the complaint, we will reinstate your listing."
How do I make a plan to prevent customer from lying? I try to reason with them but they keep responding with the SAME message (above). I don't even care about selling this product anymore, I just don't want my account to be suspended. Seller support keep telling me that they cant do anything (surprising huh?) and to email seller support. Anyone been in a similar situation or have any advice?
我要怎么做才能防止顧客撒謊（抓狂）？ 我都向他們解釋了好多次，可是他們一直回復(fù)我信息的就是上圖那樣。我已經(jīng)不在乎賣不賣這個產(chǎn)品了，只想解除賬戶封號風(fēng)險。Seller support一直說他們也無能為力（很驚訝吧？）。有人遇到類似情況嗎？有啥好建議？求！萬分感謝！
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我想你肯定也像我們一樣不愿意承認(rèn)自己沒做過的事情?？赡怯钟惺裁从茫瑏嗰R遜不在乎。顧客就是上帝。如果你承認(rèn)錯誤能恢復(fù)listing和賬戶，那就認(rèn)錯吧。除非你發(fā)3-4封郵件能聯(lián)系performance rep并理解你的訴求，從而得到解決。好運！