案例：速卖通常见纠纷案例解析

速卖通常见纠纷案例解析

一、收到货——货物破损

A.引起纠纷的原因

该笔订单买家买的是衣架，买家投诉收到的货物破损。

B.引起纠纷后买卖双方做法

买家：提起纠纷，要求部分退款16美金，并且提供了有效的证据。

Checked the goods and as evidenced by the photos attached the goods are faulty, barely touched the pieces are broken, so I ask for a partial refund of 16 USD the rest are for the cost of spedizioni. Ma I have to say that it is a poor product, you rimpe now!

卖家：拒绝纠纷，表示不存在破损，不同意部分退款。

No break, Disagree

买家：提起仲裁。

C.平台介入后如何处理

平台接入后，邮件双方告知情况。

告知买家：由于买家购买了多件产品，所以需要买家举证全部产品。

Meanwhile, please kindly understand that our mediation is on the basis that you provided enough evidence for your claim. We noticed you bought more than 1 piece product, to support your claim, please provide sufficient pictures to illustrate all the defective pieces in one picture within 3 calendar days.

告知卖家：我们会继续取证，也建议卖家积极与买家协商。

针对买家投诉问题，由于买家购买了多件产品，我方限期买家3天提供更多件产品的举证予以说明。请您关注买家的反馈并积极联系买家沟通协商。若在此期间，买家补充了重要的证据，我方将根据实际情况发出裁决意见并通知到买卖双方；若在此期间双方通过协商达成一致，请您点击“回应”并在响应内容中写明一致意见，我方将按照双方的一致意见处理该纠纷订单。

响应期限到期后，

买家：提供了新的视频举证，证明产品破损。

this here is the link where there are also demonstration videos 卖家：同意部分退款10美金。

Agreed to refund $ 10

同时，卖家通过仲裁再协商功能，提出部分退款10美金的申请，但是由于买家未接受卖家的结案申请，所以平台给出了自己的建议：部分退款10.2美金。

告知买家：

After reviewing all your evidence for this dispute and all your communication with seller, we noticed that you didn't reach an agreement with seller. Therefore, we made the final solution for this dispute : refund (USD10.2) (without returning goods).

We hope you understand we made our effort to satisfy you for this dispute. To be honest, international online trade dispute is difficult to mediate, many uncontrollable factors will influence the matter if the transaction can be finished successfully, such as the international logistics delay, the language barrier. To make you have a better purchasing experience on our site, we will keep improving us in the future.

Please confirm with us if you would like to accept the above solution within 3 calendar days; If you fail to response, we will issue the refund as previous solution directly; If you would not like to accept this solution, your dispute will not be supported and the payment will be released to the seller accordingly.

告知卖家：

我们查看了您和买家所有的沟通记录，您和买家至今无法协商一致。根据买家退款理由的描述和现有的举证情况，我方给出的最终裁决方案为：部分退款USD10.2。

请您务必于3天内积极与买家协商部分退款或者退货退款等解决方案。若在此期间，任何一方补充了重要证据，我方将根据实际情况修改裁决意见并再次通