本案例中的賣家是速賣通平臺上的一家手工布鞋店。

客戶在下單后發(fā)現(xiàn)產(chǎn)品降價了，提出投訴。

賣家及時與客戶溝通，最后達成一致。

1.客戶投訴客戶在這家手工布鞋店購買了一雙女鞋，發(fā)現(xiàn)還未收貨之前產(chǎn)品就已經(jīng)降價，遂在速賣通平臺上進行投訴，具體內(nèi)容如下。

訂單號：XXXXX(查看詳情 )訂單金額：80.00USD訂單創(chuàng)建時間：April 30.2018收貨地址：XXXXXX賣家打開“我的速賣通”賣家端，單擊“糾紛列表”，查看“糾紛詳情”，具體內(nèi)容如下。

訂單號：XXXXX糾紛原因：產(chǎn)品降價訂單創(chuàng)建時間：April 30.2018XXX  2018-05-3 22:30:51Munirah   That's unfair. Could I cancel the former order and place another one at the discount price?XXX  2018-05-320:11:47WANG  Just as you said, there has been a price change. However, we have not changed the price randomly. Customers can get 10% off at AliExpress from May 1 to 3 to celebrate the International Labour's Day. You placed your order on April 30, right before the discount became available. We apologize for not letting you know immediately.XXX  2018-05-319:56:24WANG  We feel so sorry for your inconvenience. We will verify the price change as quickly as possible. Thank you for your patience.2.賣家客戶服務(wù)與溝通賣家收到買家的反饋后，第一時間向客戶道歉，并主動思考解決方案，積極與客戶協(xié)商溝通，具體內(nèi)容如下。

XXX  2018-05-4 23:26:37WANG  No problem.Thanks a lot for your consideration. We will refund you 8 dollars as quickly as possible.XXX  2018-05-422:21:43Munirah  Refunding the markdown of 8 dollars? It is OK if you repay me 8 dollars.XXX  2018-05-421:00:18WANG  Thank you very much. We will compensate for your loss by refunding the markdown. What do you think of the solution?XXX  2018-05-4 20:40:37Munirah  I understand that it cannot be canceled since it has been shipped. It is also useless placing another order.XXX  2018-05-4 20:17:58WANG  We are afraid that you cannot cancel the former order right now, because it has been shipped. It will be greatly appreciated if you could understand us. We will try to make up for your loss.3.解決投訴當賣家和客戶就瑕疵產(chǎn)品的解決方案達成一致，投訴就解決了。

賣家可以在“我的速賣通”中，單擊“糾紛列表”，打開“糾紛詳情”進行查看，詳情如下。

訂單號：XXXXX糾紛原因：產(chǎn)品有降價糾紛狀態(tài)：糾紛結(jié)果僅退款USD8.00(EUR 6.89)，由賣家出資4.案例分析在本案例中，賣家在接到客戶的投訴之后，十分重視客戶的購物體驗，一方面第一時間查明降價是否屬實，另一方面為給客戶帶來的不便道歉。

后來確定產(chǎn)品因為平臺舉行的節(jié)日促銷活動降價了，賣家主動向客戶道歉，提出退回差價，而客戶也對這一賠償方案比較滿意，最終雙方達成一致。