Everyone who runs a Tmall store knows that customer complaints have a great impact on the store. In serious cases, product links may be deleted or even the store may be closed. Therefore, once a Tmall store encounters a complaint, it must be handled promptly. What to do if a Tmall store receives a complaint? Shangqi Education tells you how to respond! What to do if a Tmall store receives a complaint? Shangqi Education teaches you how to deal with it! 1. Find the cause of the complaint and proactively communicate and resolve it: You can use the integrity management section , see the complaints that have not yet been processed, the reason for the complaint and the remaining time for complaint processing. At this time, Tmall customer service has not yet entered the process of handling the complaint. Let's look at the reason for the complaint. We can ask the after-sales customer service to contact the customer in time, communicate and negotiate a solution, and let the customer take the initiative to withdraw the complaint. If the customer cannot be contacted and we are not wrong, you can click the "Provide Negotiation Plan" button below to provide a negotiation plan and see whether the subsequent customer accepts it and whether he will take the initiative to contact us. 2. Reject the complaint and submit it to the waiter for resolution: If the customer does not agree to withdraw the complaint or cannot accept the complaint, and there is no evidence for the complaint, we can directly reject the complaint. Then, as required, fill in the reasons for refusal, upload relevant chat records, material information, etc. to provide evidence to safeguard your legitimate rights and interests. 3. Malicious complaints, actively provide supporting materials: If you encounter malicious complaints, such as forging formal company materials to obtain the right to complain about some brand products. In this case, as long as you purchase goods through formal channels, you must immediately contact the purchaser to provide relevant proof and submit an appeal. Remind everyone: try to submit your appeal after 3 days so that the link will not be deleted. Once the time limit is exceeded, the link will be deleted. Even if it is restored later, it will have a serious impact on the online store's ranking and traffic. 4. Infringement complaints, rectification, appeals or negotiations: Patent infringement: Many products are similar, which easily leads to patent infringement. If your product is patented, file a complaint. If there is no patent, provide the order number and screenshot of the product you sold before the other party's patent application to upload the appeal. If there is no patent, contact the complainant for negotiation and resolution. If the price charged by the other party is too high, the product may be removed from the shelves depending on the situation. Trademark infringement: If it is indeed an infringement, take the time to correct the infringement and make rectifications in a timely manner. If it is a malicious complaint, just like patent infringement, provide evidence of the other party's best sales volume before the trademark application time or other evidence to complain. Either write a letter to the complainant to negotiate a solution, or directly remove the product from the shelves. What should we do if a Tmall store receives a complaint? Shangqi Education reminds sellers that they must handle it in a timely manner to minimize our losses. If it can be resolved through negotiation, try to resolve it through negotiation. As long as the attitude is good and the compensation is reasonable, the customer will usually withdraw the lawsuit. If you encounter a malicious complaint, don’t be afraid. Prepare materials to appeal and protect your rights.