海外购物中纠纷如何进行投诉处理.docx

海外购物当中最期待就是收到商品的那一刻，这一刻有人会欣喜若狂，看到自己买到的东西如获至宝，以白菜价买到正品的打折商品肯定让人高兴，但是也有RP不好的童鞋，收到商品那一刻也是当头一棒的时候，有可能网站商家发错了货，发少了货，发的货有破损或者发货过程中货物损坏等等，这就需要海购的朋友们了，通过各种方便来挽回损失。下面爱购转运的小编就为您详细的介绍一下：首先，当然是联系是商家反映情况来解决，而国外商家都比较诚信，售后服务也比较好，90%都能通过此途径解决。而联系商家方式可以有三种，电话、网站在线联系和邮件，前两种建议英文比较好的童鞋采用，对于一般的童鞋还是邮件来的实在，下面就讲讲写投诉信(Complaint letter)的注意点：1、要写清楚购买情况，包括订单号、产品名称、序列号、日期、购买地点，这个可以通过前面收到的订单确认邮件来查询或者通过小票;2、说明要解决的问题，是商家发错了货，还是发少了货，或者货物有破损等等。3、自己的具体要求，对于海购的童鞋可能要向商家说明下商品已经被您带回国内了，不方便退货了。4、允许的解决时间，一般可以不写，如果有特殊时间要求的，写上也无妨。投诉信范本/Complaint letter sampleAugust 1, 2006To: AAA Company888 South Company StreetChicago, IL 60000From: John Smith999 South West Main StreetChicago, IL 60000Attn: Customer ServiceRE: PO#445392749; AAA Lawn Mower Model #A456In the last 10 years, I have used your law care products on many occasions and I have been highly satisfied with the results. However, I recently purchased a lawn mower from your company and I have been dissatisfied with the product.First of all, when I unpacked the product and begin assembly, I found that I was missing the plastic mower guard and cap cover, which reluctantly took 12 weeks to get delivered. Secondly, I noticed after the second use that the lawn was cutting in an irregular manner. Upon further inspection I noticed that the mower blade was rotating at an angle.I went to local store #567 where it was purchased and they chuckled as I explained my dissatisfaction with the product. They were rude and unhelpful, claiming that I must have hit something in my lawn.When I took the blade off, I noticed that the mower was not put together properly and a welded edge on the coupler had split open. This was not due to operation or misuse. I verified this with a local lawn mower service company.Since your company claims to be the “Leader in Customer Satisfaction” with a no hassle 1 year guarantee on all products, I would like to request that your store look into this matter and provide a refund.A copy of the receipt and photograph of the damaged part is attached. Please respond promptly. I can be reached at 777-999-0000 or by email at .Sincerely,John Smith产品投诉：Sample complaint letter for goods you boughtYour nameYour addressYour phone number or email address (How you want to be contacted)Customer Services Manager (if you dont have a contact name)Company nameCompany address line 1Company address line 2Company address line 3 PostcodeDear Contact Person or Customer Service Manager,On date, I bought describe goods at location, date and other important details of the transactionI 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 sincerelySignPrint your nameDateEnclosures: state documents you have enclosed, if anyCc: Include name, company if you want to send a copy of this letter to someone-而如果有极其少数的情况可能与商家协商无法解决的了，这样我们皆可以向美国BBB(美国公平贸易局)投诉(类似于中国的315投诉中心)，另外在购物之前如果怀疑哪个购物网站的资信，也可以去网站查询。下面介绍下Better Business Bureau (BBB)美国公平贸易局。在今天大企业林立和客户服务自动化的大环境下，几乎每个人都有过对于某些公司、公司的产品、服务或做法有过抱怨。这就像人与人或个人与公司之间的关系一样，有很多潜在的沟通失败、猜疑和误解。因此当您和一家公司之间产生数额不大的纠纷时，可能会觉得很缠手，因为这不值得花钱请律师或继续和对方的客服磨牙。但您觉得这事让您犯堵。如果您觉得一家公司待您不公，并且您的投诉也不能引起该公司任何人的注意时，您可以向Better Business Bureau(公司贸易局)提交一份投诉。BBB在消费者和公司或慈善机构之间充当仲裁员的角色。BBB不插手违法行为，这类问题须报告给有关当局。虽然BBB在法律上无权处理被投诉的公司，但它关于公司及慈善机构的资信报告及欺诈警示，是许多消费者在做消费选择时的重量级参考。因此企业通常愿意对投诉到BBB的事项作出积极回应，以维护其良好声誉。当从在BBB留有大量未结案投诉的公司购买产品时，须十分慎重。在向BBB投诉之前，您最好直接与被投诉公司的经理联系以求直接解决纠纷，如果您仍没有收到令人满意的回复，这时可以联系该公司总部所在地的BBB。有一些公司已经登记成为BBB的会员，以践行其良好的商业承诺，但消费者可以向BBB投诉非BBB的会员企业及慈善机构。当您提出投诉时，应尽可能地详细和具体。BBB的网上投诉表有空格，您需要填入产品型号、投诉该公司的日期、产品编号、销售员名字等。要尽可能的详细，口气不要过激。要清楚地表达您想要什么样的结果，你想得到退款?换货或是其他的结果?清楚地表达出明确的期望，将有助于BBB确定该公司是否已采取了有诚意的行动，以满足您的这些期