"What should I do if I receive a complaint about the sale of counterfeit goods?" "I am clearly selling genuine goods, why am I being complained about the sale of counterfeit goods?" This is a terrible problem that many Tmall merchants will encounter. Today, Suzhou Niu Orange Network will share a complete strategy for handling fake complaints.

1. first calmly analyze the complaint type

Tmall fake sales complaints are divided into several types: complaints from right holders (brand complaints), consumer complaints (buyer reports), and platform sampling (mysterious buyer purchase testing). Suzhou cow orange network reminder: different types of complaints, handling methods and appeal material requirements are different. The first step is to identify the type of complaint.

2. to determine whether it really constitutes the sale of fake

Don't panic after receiving the complaint, first self-check: your product source is regular? Is there any formal purchase certificate? Is the product consistent with the brand authorization? Is there any description that may be misunderstood by consumers? Suzhou Niu Orange Network Suggestion: If it is confirmed to be genuine, be sure to appeal firmly; if there is a fuzzy zone, to assess the possibility of success of the appeal.

3. complaint material preparation

The complaint materials usually include: formal purchase invoice or contract, brand authorization, product qualification certificate (quality inspection report, etc.), trademark registration certificate. If it is complained by consumers, it is also necessary to provide proof of the transaction process such as delivery vouchers and chat records. Suzhou cattle orange network reminder: the invoice must be consistent with the actual sales of products, and the date to be before the sale.

4. appeal process and time node

Appeal process: enter the seller's center → physical examination center → find the corresponding violation record → click appeal → submit appeal materials. Appeal time: generally there is a 15-day appeal period, and the appeal must be submitted within the specified time. Suzhou Niucheng Network suggests: Don't delay the complaint until the last day, in case there is any problem with the materials and it is too late to supplement them.

5. appeal failed to deal with

If the appeal fails, the following channels can be tried: the applicant's labor intervention review (providing supplementary materials), contacting the complainant to withdraw the lawsuit (through negotiation), and applying for a court ruling within the specified time (for malicious complaints). Suzhou cattle orange network reminder: for malicious complaints, to take up legal weapons to safeguard their rights and interests.

Prevention is more than cure. Suzhou Niucheng Network suggests that merchants should have regular purchase channels, complete vouchers, accurate product descriptions and no marginal ball. Doing these well can effectively reduce the risk of fake sales complaints. If you are experiencing complaints, please consult Suzhou Niu Orange Network. We can provide professional complaint guidance services.

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