本案例中的亞馬遜賣家發(fā)錯產(chǎn)品，客戶在發(fā)現(xiàn)問題后提出投訴。

賣家及時查清問題所在，積極主動地進行溝通，最終賣家和客戶達成一致，糾紛得到妥善處理。

1.客戶投訴賣家是亞馬遜平臺上的一家餐具店，客戶在網(wǎng)上發(fā)現(xiàn)運送的餐具印花發(fā)錯了，立即在亞馬遜上對賣家提出投訴，具體情況如下。

Return Requested for order XXXXXX發(fā)件人：XXX(亞馬遜平臺)已發(fā)送：2017年9月5日星期二14:00收件人：XXX(客戶服務(wù)人員)訂單編號：XXXXXXDear XXX(客戶服務(wù)人員)，This email is being sent to you by Amazon to notify and confirm that a return authorization has been requested for the item(s) listed below.Please review this request in the Manage Returns tool in your seller account. Using the Manage Returns tool, please take one of the following actions within the next business day.1.Authorize the customer's request to return the item.2.Close the request.3.Contact the consumer for additional information (through Manage Returns or the Buyer-Seller Communication tool).XXX(客戶服務(wù)人員), the information below is confirmation of the item(s) that you have requested to return to XXX. No additional action is required from you at this time.Order ID: XXXXXXItem: XXXQty: 1Return reason:  Wrong item was sent.Customer comments: I can’t believe it. The set of cups have not the same print as what I told the seller. I love that print I have chosen, and want to exchange for it.Request received: September 5,2017Sincerely,Amazon Services2.賣家客戶服務(wù)與溝通賣家通過在倉庫查貨，發(fā)現(xiàn)客戶服務(wù)人員在和客戶溝通的時候因為粗心弄錯了印花編號，導(dǎo)致發(fā)錯印花產(chǎn)品。

賣家第一時間向客戶道歉，主動提供多種解決方案，供客戶選擇，具體情況如下。

關(guān)于：Return Requested for order XXXXXX發(fā)件人：XXX(客戶服務(wù)人員)已發(fā)送：2017年9月5日星期二21:38收件人：XXX(客戶)訂單編號：XXXXXXDear XXX(客戶)，Sorry for the trouble.Here is how we possibly make up for your loss.1.No returning the item, and a 60% claim code.2.No returning the item, and refunding 40% of your payment.3.Returning the item and refunding all your payment.Tell me your satisfactory choice please. If you find none, please tell us what your suggestion is. Thanks.XXX(客戶服務(wù)人員)3.解決投訴感受到賣家的真誠態(tài)度，客戶接受了第一種方案，決定用折扣碼再次下單購買他喜歡的印花茶杯。

解決投訴的詳情如下。

Re：關(guān)于: Return Requested for order X XXXXX發(fā)件人：XXX(客戶)已發(fā)送：2017年9月6日星期三11:25收件人：XXX(客戶服務(wù)人員)訂單編號：XXXXXXXXX(客戶服務(wù)人員),I would like to choose the first solution, since I am still thinking of the print that I like most. After receiving the code, I will buy a set of cups with the print.Now, I am looking forward to getting the code. Thank you.XXX(客戶)賣家立即提供了折扣碼，承諾在客戶下單之后立即發(fā)貨，并強調(diào)發(fā)貨之前一定認(rèn)真檢查，詳情如下。

關(guān)于：Return Requested for order XXX發(fā)件人：XXX(客戶服務(wù)人員)已發(fā)送：2017年9月6日星期三 13:01收件人：XXX(客戶)訂單編號：XXXXXXDear XXX(客戶)，Here is the 60% claim code(HTCB-AD73TB-L2M1TF).We will send you a set of cups with that print (coded X X X) as soon as you place your new order.Thank you.XXX(客戶服務(wù)人員)4.案例分析在本案例中，賣家對待客戶投訴的態(tài)度非常積極主動，第一時間回復(fù)客戶，在確認(rèn)問題屬實之后立即真誠道歉，并提出三種補償方案供客戶選擇，不僅挽留住了客戶，還為本店帶來了新訂單。

除了得到之前發(fā)錯的印花杯子之外，客戶最終也能以優(yōu)惠的價格買到心儀的印花杯子，獲得了滿意的購物體驗。