如何處理實(shí)物與描述不符的糾紛？

糾紛對(duì)速賣(mài)通賣(mài)家還是有一定影響的，針對(duì)實(shí)物與描述不符的糾紛，小編舉一個(gè)例子說(shuō)明應(yīng)該如何處理。

1.提起糾紛的原因

買(mǎi)家買(mǎi)了2個(gè)Lot，8個(gè)燈泡，收到貨后表示燈泡的瓦數(shù)不一致，以此提起糾紛。

2.提起糾紛后買(mǎi)賣(mài)雙方的做法

買(mǎi)家:提起糾紛，要求部分退款（退25美元，總金額49.4美元)，不退貨。

Unfortunately，you sent me wrong products.l've ordered SMD5630-60LEDs-15w,received42LEDs-5.2W.Third times difference in power.I'm very upset,because,I always receive corn bulbswith lower power.This time I'm triple upset,because you sent the wrong bulbs.If you need I can sendyou the link to the video.

賣(mài)家:拒絕糾紛，要求買(mǎi)家退貨，表示發(fā)了兩種類(lèi)型的燈泡，都是按照買(mǎi)家要求發(fā)貨的，希望買(mǎi)家重新檢測(cè)。

Hello,you purchased two orders from us,one is 42LEDs,another is 60LEDs,we all do as yourrequest.On the other hand,the power is more than 5W and you should text is in correct voltage andcurrent.Best regards!

買(mǎi)家:修改退款理由，退款金額從25美元降至21美元，并且表示愿意舉證，如果退貨的話(huà)，要求賣(mài)家承擔(dān)運(yùn)費(fèi)。

Unfortunately，you sent me wrong products.I've ordered SMD5630-60LEDs-15W,received 42LEDs-5.2W.Third times difference in power.I'm very upset,because,I always receive corn bulbswith lower power.This time I'm triple upset,because you sent the wrong bulbs.If you need I can sendyou the link to the video.

21USD my last offer.I also can offer you return of product,but you should pay shipment costwhich is 11USD in advance.

賣(mài)家:拒絕買(mǎi)家的請(qǐng)求，要求買(mǎi)家退回所有貨物，然后全額退款。

Please return my goods to you.

買(mǎi)家:繼續(xù)拒絕賣(mài)家的請(qǐng)求，并且提供了視頻舉證，然后提起仲裁糾紛，要求平臺(tái)介人。

Unfortunatcly，you sent me wrong products.T've ordered SMD5630-60LEDs-15W,received42LEDs-5.2W.Third times difference in power.I'm very upset,because,I always receive corn bulbswith lower power.This time T'm triple upset,because you sent the wrong bulbs.If you need I can sendyou the link to the video.

21USD my last offer.I also can offer you return of product,but you should pay shipment costwhich is 11USD in advance.Video shows that I sent to you.

平臺(tái)建議:買(mǎi)家提起糾紛后，建議賣(mài)家積極與買(mǎi)家協(xié)商，尤其是買(mǎi)家提供了舉證的情況下，如果發(fā)現(xiàn)產(chǎn)品的確存在問(wèn)題，可以和買(mǎi)家協(xié)商部分退款，如果在前期糾紛階段就達(dá)成一致，可以更好地降低仲裁提起率。

3.平臺(tái)介入后如何處理？

平臺(tái)介入后，通過(guò)郵件告知雙方情況。

告知買(mǎi)家:舉證的兩件產(chǎn)品被認(rèn)可，但是剩下的六件產(chǎn)品需要重新舉證。

Meanwhile,please kindly understand that our mediation is on the basis that you provided enoughevidence for your claim.Based on the current evidence provided,for goods is not as description,theevidence is accepted for 2 pieces,please provide video when you test other 6 pieces to support yourclaim within 3 calendar days.

告知賣(mài)家:我們會(huì)繼續(xù)取證，也建議賣(mài)家積極與買(mǎi)家協(xié)商。

Meanwhile,we will continue to accept any kinds of evidence needed in this case.And suggestgood communication between buyer and seller.

針對(duì)買(mǎi)家投訴問(wèn)題，我方限買(mǎi)家3天內(nèi)提供更多舉證予以說(shuō)明。請(qǐng)您關(guān)注買(mǎi)家的反饋并積極聯(lián)系買(mǎi)家溝通協(xié)商。若在此期間買(mǎi)家補(bǔ)充了重要的證據(jù)，我方將根據(jù)實(shí)際情況發(fā)出裁決意見(jiàn)并通知買(mǎi)賣(mài)雙方；若在此期間雙方通過(guò)協(xié)商達(dá)成一致，請(qǐng)您點(diǎn)擊“回應(yīng)”并在響應(yīng)內(nèi)容中寫(xiě)明一致意見(jiàn)，我方將按照雙方的一致意見(jiàn)處理該糾紛訂單。

響應(yīng)期限到期后，買(mǎi)家重新舉證產(chǎn)品問(wèn)題，賣(mài)家發(fā)現(xiàn)的確存在問(wèn)題后，發(fā)起結(jié)案申請(qǐng)（仲裁再協(xié)商)，愿意退款⒉1美元，也即買(mǎi)家要求的金額，然后買(mǎi)家同意賣(mài)家的請(qǐng)求，最后雙方達(dá)成一致,退款21美元。

申請(qǐng)退款并結(jié)案是糾紛上升到仲裁后，專(zhuān)員結(jié)案前，賣(mài)家可以在專(zhuān)員介入處理的同時(shí)，自主與買(mǎi)家就退款金額做協(xié)商。

申請(qǐng)退款并結(jié)案功能的優(yōu)點(diǎn)有三個(gè)。

①將案件的主動(dòng)權(quán)交還給客戶(hù)，部分退款需要買(mǎi)家確認(rèn)，全額退款無(wú)須等待買(mǎi)家確認(rèn)。

②當(dāng)買(mǎi)賣(mài)雙方達(dá)成一致后，無(wú)須等待專(zhuān)員的操作，時(shí)效性更強(qiáng)。

③但凡能通過(guò)申請(qǐng)退款并結(jié)案功能自主解決問(wèn)題的訂單，平臺(tái)認(rèn)為這是一種賣(mài)家積極主動(dòng)解決問(wèn)題的表現(xiàn)，不會(huì)對(duì)這類(lèi)訂單做賣(mài)家是否有責(zé)的判定。

以上是處理實(shí)物與描述不符糾紛的相關(guān)內(nèi)容，希望對(duì)您有幫助。