待投诉方乱投诉售假怎么办

在电商领域，商家们可能会遭遇待投诉方乱投诉售假的情况，这无疑会给商家带来诸多困扰和损失。那么，当面临这种不合理的投诉时，商家应该如何应对呢？

首先，商家需要保持冷静，不要被这种恶意投诉冲昏头脑。认真审查投诉的内容和相关证据，判断其是否具有真实性和合理性。

接下来，商家应及时取消退款申请，并与平台客服取得联系，按照平台的规定流程进行处理。在与客服沟通的过程中，清晰地阐述自己的情况，提供相关的证明材料，以证明自己并未售假。

如果是在淘宝平台，卖方可以按照以下步骤进行操作。卖方首要登录淘宝网的布景，在页面的右上角找到联络呼叫这个词，点击卖方呼叫。进入卖方呼叫页面后，能够看到不同的麦基服务项目，将鼠标放入投诉处分通报的选项，点击进入该页面，能够依据自己的投诉原因进行投诉。在投诉处分通报的类别下，分别有投诉不合理点评、假货处分咨询/投诉、假买卖投诉、被投诉盗用他人照片、被投诉违背约定等问题咨询的 5 个按钮，卖方能够依据详细收到买方恶意投诉的情况挑选对应的投诉类别。假如买方恶意通报出售假货，卖方需要投诉，能够挑选假货处分咨询/投诉的选项按钮，点击后进入详细的投诉页面，看到相关的处分结果和解决方案，页面向卖方提示体检中心。卖方进入体检中心后，能够看到淘宝平台对自己的处分结果的说明，指出哪个产品被投诉出售假日，渠道也依据出售假日的严峻程度提出处分规范，假如情况特别严峻，店肆累计减去 48 分后，直接检查店肆处理。查询被通报的假产品后，假如卖方被歹意通报，出售产品没有问题，能够提供相关的正品证明书，也能够首要联络淘宝客户，要求客户介入处理，自己清白，取消所有处分。

对于天猫品牌方来说，如果被投诉售假，在已注册商标的情况下，则可以直接走申诉流程维权。进入天猫后台中心-体检中心-违规页面，在违规页面中找到被投诉商品，点击查看/申诉。在弹出的申诉页面中，应该提交相关的申诉凭证，比如正规进货凭证、商标注册证明等等。有了凭证之后，就应该把申诉凭证打包成 5m 大小的文件，进行提交即可。

此外，厂家在面对这种情况时，也有相应的应对策略。厂家可以通过淘宝平台举报对方售假。找到要举报的产品，进入到产品详情网页，然后点击右侧的举报按钮，进入到全网举报界面，然后选择假冒及盗版；进入到举报假冒及盗版界面后，选择场景，然后进入到举报描述，输入自己发现卖家售卖假货的过程；然后要求上传相关凭证，能够证明是假货，并填写购物订单号码，接着点击提交举报；之后可以在举报记录里查看凭证，里面有详细的信息。当淘宝平台审核投诉方提交的投诉信息后，会给商家 7 个工作日进行申诉，同时商家会有两次申诉的机会。当商家提交申诉之后，投诉方根据申诉凭证决定撤销投诉，或者进行反申诉，直到两次申诉结束为止。

厂家还可通过找代理律师起诉对方售假。具体的起诉流程为：原告起诉，需要提交起诉书（原告自己写或找代理律师写）；将起诉书交与法院，受理后被告将会受到法院送达的起诉书副本；被告提交答辩状，时间为 15 天内；若被告没有提交答辩状，也不影响案件审理；法院在 5 天内把答辩状副本送到原告手中；法院在 3 天前通知当事人，决定开庭审理的案件，并作出公告。当被告与原告的法庭辩论终结后，就会依法作出判决，期间也可以调解的方式，争取双方和解，未能成功调解，就应当及时判决。

总之，面对待投诉方乱投诉售假的情况，商家和厂家要保持冷静，积极采取有效的措施来维护自己的合法权益。

What to Do When Falsely Accused of Selling Counterfeit Goods by the Complainant

In the e-commerce field, merchants may encounter situations where the complainant falsely accuses them of selling counterfeit goods, which undoubtedly brings many troubles and losses to the merchants. So, when facing such unreasonable complaints, how should merchants respond?

Firstly, merchants need to stay calm and not be overwhelmed by this malicious complaint. Carefully review the content of the complaint and the relevant evidence to determine whether it is true and reasonable.

Next, merchants should promptly cancel the refund application and get in touch with the platform's customer service to handle the situation in accordance with the platform's prescribed procedures. During the communication with the customer service, clearly explain their situation and provide relevant supporting materials to prove that they did not sell counterfeit goods.

If it is on the Taobao platform, the seller can follow the following steps. The seller first logs in to the background of Taobao, finds the word "Contact Customer Service" in the upper right corner of the page, and clicks on it. After entering the seller call page, different Magee service items can be seen. Place the mouse on the option of "Complaint and Disciplinary Notice", click to enter this page, and make a complaint based on your complaint reason. Under the category of "Complaint and Disciplinary Notice", there are five buttons for consultation on issues such as unreasonable reviews, counterfeit goods disciplinary consultation/complaints, false transaction complaints, being accused of stealing others' photos, and being accused of violating agreements. The seller can select the corresponding complaint category based on the specific situation of malicious complaints received from the buyer. If the buyer maliciously reports selling counterfeit goods and the seller needs to complain, they can select the option button of "Counterfeit Goods Disciplinary Consultation/Complaint", click to enter the detailed complaint page, see the relevant disciplinary results and solutions, and the page prompts the seller to the physical examination center. After the seller enters the physical examination center, they can see the explanation of the disciplinary results given by the Taobao platform, indicating which product was reported for selling counterfeit goods. The platform also proposes disciplinary standards based on the severity of the sale of counterfeit goods. If the situation is particularly serious, after the store accumulates a deduction of 48 points, the store will be directly inspected and dealt with. After querying the reported counterfeit products, if the seller is maliciously reported and the sold products are fine, they can provide relevant certificates of authenticity or contact Taobao customers first, requesting customer intervention to clear their name and cancel all penalties.

For Tmall brand parties, if they are accused of selling counterfeit goods, in the case of having registered trademarks, they can directly go through the appeal process to safeguard their rights. Enter the Tmall background center - Physical Examination Center - Violation Page, find the complained product in the violation page, click to view/appeal. In the popped-up appeal page, relevant appeal certificates should be submitted, such as regular purchase certificates, trademark registration certificates, etc. After having the certificates, the appeal certificates should be packaged into a file of 5m in size and submitted.

In addition, when manufacturers face such a situation, they also have corresponding countermeasures. Manufacturers can report the counterfeit sales through the Taobao platform. Find the product to be reported, enter the product details page, then click the report button on the right side, enter the entire network reporting interface, and then select counterfeit and pirated; after entering the counterfeit and pirated reporting interface, select the scene, then enter the reporting description, enter the process of discovering the seller selling counterfeit goods; then require uploading relevant certificates that can prove it is counterfeit, and fill in the purchase order number, and then click to submit the report; later, you can view the certificates in the reporting record, which contains detailed information. After the Taobao platform reviews the complaint information submitted by the complainant, the merchant will be given 7 working days to appeal, and the merchant will have two chances to appeal. After the merchant submits the appeal, the complainant decides to withdraw the complaint or make a counter-appeal based on the appeal certificate until the end of the two appeals.

Manufacturers can also sue the counterfeit sellers by finding a proxy lawyer. The specific lawsuit process is as follows: The plaintiff sues and needs to submit a lawsuit (written by the plaintiff himself or by a proxy lawyer); submit the lawsuit to the court, and after acceptance, the defendant will receive the copy of the lawsuit served by the court; the defendant submits the defense statement within 15 days; if the defendant does not submit the defense statement, it does not affect the trial of the case; the court will send the copy of the defense statement to the plaintiff within 5 days; the court will notify the parties 3 days in advance, decide on the case to be heard in court, and make an announcement. When the court debate between the defendant and the plaintiff ends, a judgment will be made according to law. During this period, the parties can also strive for a settlement through mediation. If the mediation fails, a judgment should be made promptly.

In conclusion, in the face of false accusations of selling counterfeit goods by the complainant, merchants and manufacturers should stay calm and actively take effective measures to safeguard their legitimate rights and interests.