发票投诉师的投诉怎么处理

在当今的商业环境中，发票投诉师的出现给商家带来了不少困扰。那么，面对发票投诉师的投诉，应该如何妥善处理呢？

首先，我们需要明确相关的法律法规。根据《中华人民共和国发票管理办法》第三十五条规定，应当开具而未开具发票，或者未按照规定的时限、顺序、栏目，全部联次一次性开具发票，或者未加盖发票专用章的，由税务机关责令改正，可以处 1 万元以下的罚款；有违法所得的予以没收。同时，《消费者权益保护法》第二十二条也指出，经营者提供商品或者服务，应当按照国家有关规定或者商业惯例向消费者出具发票等购货凭证或者服务单据；消费者索要发票等购货凭证或者服务单据的，经营者必须出具。第二十四条规定，经营者提供的商品或者服务不符合质量要求的，消费者可以依照国家规定、当事人约定退货，或者要求经营者履行更换、修理等义务。

对于发票投诉师的投诉，商家应保持冷静和理性。如果是天猫商城的商家，需注意天猫商城的规定，商家入驻前都要承诺提供发票。商家不提供发票，属于违背承诺，是违规行为，买家可以直接向天猫客服发起投诉。天猫商家不开具发票，每次扣 6 分。扣满 12 分，需支付违约金 1 万元，屏蔽店铺 7 天。

当遇到发票投诉师的投诉时，商家可以采取以下措施。首先，要对投诉进行核实和分析。查看与投诉相关的交易记录、沟通记录等，判断投诉的真实性和合理性。如果发现投诉者可能存在恶意投诉或敲诈行为，要及时收集证据，如买家旺旺留言截图、与天猫小二沟通截图等。

其次，可以寻求相关平台或机构的帮助。例如，向天猫小二反映情况，上传相关证据，等待平台的公平处理。同时，也可以向经营者所在地的国税机关举报或向 12366 电话举报。

此外，如果商家确实存在未开具发票的违规行为，应及时改正，向消费者道歉并按照规定处理。同时，加强内部管理，规范发票开具流程，避免类似问题再次发生。

总之，处理发票投诉师的投诉需要商家依法依规，冷静应对，既要维护自身的合法权益，也要遵守相关法律法规和平台规定，保障消费者的合法权益。

How to Deal with the Complaints from Invoice Complaint Specialists

In today's business environment, the emergence of invoice complaint specialists has brought many troubles to merchants. So, how should we properly handle the complaints from invoice complaint specialists?

Firstly, we need to be clear about the relevant laws and regulations. According to Article 35 of the "Invoice Management Measures of the People's Republic of China", if an invoice should be issued but is not issued, or if an invoice is not issued in accordance with the prescribed time limit, sequence, column, all copies at one time, or if the invoice special seal is not affixed, the tax authority shall order corrections and may impose a fine of not more than 10,000 yuan; if there are illegal gains, they shall be confiscated. At the same time, Article 22 of the "Consumer Rights and Interests Protection Law" also states that when an operator provides goods or services, it shall issue invoices and other purchase vouchers or service documents to consumers in accordance with relevant state regulations or business practices; if consumers request invoices and other purchase vouchers or service documents, the operator must issue them. Article 24 stipulates that if the goods or services provided by the operator do not meet the quality requirements, consumers may return the goods in accordance with national regulations and the agreement of the parties, or require the operator to perform obligations such as replacement and repair.

For complaints from invoice complaint specialists, merchants should remain calm and rational. If it is a merchant on Tmall, attention should be paid to the regulations of Tmall. Before entering the platform, merchants must promise to provide invoices. If a merchant fails to provide an invoice, it is a violation of the promise and is an illegal act. Buyers can directly file a complaint with the Tmall customer service. If a Tmall merchant fails to issue an invoice, 6 points will be deducted each time. If 12 points are deducted, a penalty of 10,000 yuan must be paid and the store will be blocked for 7 days.

When encountering complaints from invoice complaint specialists, merchants can take the following measures. Firstly, verify and analyze the complaints. Review transaction records and communication records related to the complaints to determine the authenticity and rationality of the complaints. If it is found that the complainant may have malicious complaints or extortion behavior, evidence should be collected in a timely manner, such as screenshots of buyer Wangwang messages and screenshots of communication with Tmall's second customer service.

Secondly, you can seek help from relevant platforms or institutions. For example, report the situation to Tmall's second customer service, upload relevant evidence, and wait for the fair handling of the platform. At the same time, you can also report to the national tax authority where the operator is located or call 12366 to report.

In addition, if the merchant does have illegal acts of not issuing invoices, it should correct them in a timely manner, apologize to consumers and handle them in accordance with regulations. At the same time, strengthen internal management, standardize the invoice issuance process, and avoid similar problems from happening again.

In conclusion, handling complaints from invoice complaint specialists requires merchants to act in accordance with laws and regulations, respond calmly, not only safeguard their own legitimate rights and interests, but also abide by relevant laws, regulations and platform regulations to protect the legitimate rights and interests of consumers.