顧客發虛假的產品安全投訴！有人也遇到過這種情況嗎？怎么處理？
一個顧客想要退貨，又不想付郵費，所以發了個假的產品安全投訴。我們只賣全新的產品。我們申請了產品退貨單，把產品收回來了，發現完全沒有問題啊。現在我的賬戶有個安全投訴，還存在被封號的危險。我發郵件給seller performance，結果一直收到機器回復。我不停解釋這個投訴是假的，顧客也沒任何證據說明產品已經被使用過，下面是我收到的回復：
"Your plan does not sufficiently address the complaint we received about the listing at the end of this email. To be sufficient, your plan must
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o?Include more details about the steps you have taken to prevent similar complaints.
o?Describe how you will prevent complaints, not just how you will react to them.
o?Show that you have taken responsibility for the complaints. Based on our investigation, this complaint was not caused by issues out of your control or anti-competitive behavior.
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If you would like us to reinstate your listing, please reply to this email with an updated plan. If it sufficiently addresses the complaint, we will reinstate your listing."
How do I make a plan to prevent customer from lying? I try to reason with them but they keep responding with the SAME message (above). I don't even care about selling this product anymore, I just don't want my account to be suspended. Seller support keep telling me that they cant do anything (surprising huh?) and to email seller support. Anyone been in a similar situation or have any advice?
我要怎么做才能防止顧客撒謊（抓狂）？ 我都向他們解釋了好多次，可是他們一直回復我信息的就是上圖那樣。我已經不在乎賣不賣這個產品了，只想解除賬戶封號風險。Seller support一直說他們也無能為力（很驚訝吧？）。有人遇到類似情況嗎？有啥好建議？求！萬分感謝！
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"Your plan does not sufficiently address the complaint we received about the listing at the end of this email. To be sufficient, your plan must
??
o?Include more details about the steps you have taken to prevent similar complaints.
o?Describe how you will prevent complaints, not just how you will react to them.
o?Show that you have taken responsibility for the complaints. Based on our investigation, this complaint was not caused by issues out of your control or anti-competitive behavior.
?
If you would like us to reinstate your listing, please reply to this email with an updated plan. If it sufficiently addresses the complaint, we will reinstate your listing."
How do I make a plan to prevent customer from lying? I try to reason with them but they keep responding with the SAME message (above). I don't even care about selling this product anymore, I just don't want my account to be suspended. Seller support keep telling me that they cant do anything (surprising huh?) and to email seller support. Anyone been in a similar situation or have any advice?
我要怎么做才能防止顧客撒謊（抓狂）？ 我都向他們解釋了好多次，可是他們一直回復我信息的就是上圖那樣。我已經不在乎賣不賣這個產品了，只想解除賬戶封號風險。Seller support一直說他們也無能為力（很驚訝吧？）。有人遇到類似情況嗎？有啥好建議？求！萬分感謝！
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我想你肯定也像我們一樣不愿意承認自己沒做過的事情。可那又有什么用，亞馬遜不在乎。顧客就是上帝。如果你承認錯誤能恢復listing和賬戶，那就認錯吧。除非你發3-4封郵件能聯系performance rep并理解你的訴求，從而得到解決。好運！