海淘购物遇到纠纷如何进行投诉处理+投诉英文模版
大家都非常期待漂洋过海收到商品的那一刻，非常幸福，用白菜价就能买到国内专柜望而却步的商品肯定是非常的高兴，但是也会遇到，打开包裹一刹那，商品不是自己的，东西破碎，货不全等等问题，这就需要海淘的朋友们维权，通过各种方便挽回损失。
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 sample
August 1, 2006
To: AAA Company
888 South Company Street
Chicago, IL 60000
From: John Smith
999 South West Main Street
Chicago, IL 60000
Attn: Customer Service
RE: PO#445392749; AAA Lawn Mower Model #A456
In 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 jsmith@jsmithemail.com
Sincerely,
John Smith
产品投诉：
Sample complaint letter for goods you bought
[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],
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]
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www.bbb.org(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，也可以去这个网站查询。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，以满足您的这些期望。
每次我投诉到BBB，BBB都能帮我解决这些纠纷。有一次，我只是在电话中和对方的客服提到了我想把它们投诉到BBB，该公司马上就解决了问题。有两、三次，当客服的答复不令我满意之后，我投诉到了BBB。最近我投诉了一家大的信用卡公司不能兑现给我返点优惠，我收到了比我预想得的还要多的返点。
BBB提供了一个宝贵消费者服务渠道，它来解决人们与机构之间的纠纷，BBB提高了这两者间的沟通、问责和善意。下次如何您遇到问题，也试下BBB的服务吧，可能会有让你惊喜的结果。
除了BBB，美国还有一些其他的消费者投诉、报告事故及信息查网的网站，兹收录如下：
www.complaintsboard.com (投诉网)
www.consumerreports.org (消费者报告)
www.consumeraffairs.com (消费者事务)
www.ConsumerSearch.com (消费者观点集锦)
www.ripoffreport.com (欺诈报告)
www.viewpoints.com
www.scambusters.org
购物过程中如果有什么投诉也可以在上面的网站进行登记投诉，虽然是第三方的，但是通过这些网站给了商家一定压力，也可能会让商家做出让步。
