微信小程序,微信支付被恶意投诉未成年人消费,要退款怎么办?

小程序 文章 2022-03-15 16:20 0 全屏看文

微信小程序,微信支付被恶意投诉未成年人消费,要退款怎么办?WeChat applet, WeChat payment was maliciously complained about the consumption of minors, what should I do if I want a refund?

微信小程序,微信支付被恶意投诉未成年人消费,要退款怎么办?

最近遇到了一个事情,微信支付投诉,说是未成年人消费,需要退款。

问题是,第一,我们产品未成年人不会使用。第二,这个人还咨询过我们客服一些问题

结果在使用完我们系统达到目标后,反手就一个投诉,说是他儿子买的。要退款。

有苦说不出,又怕投诉不处理,到时候微信支付被限制,影响正常业务,于是还是给他退了。

这次的金额比较小,还能忍一下。如果有金额大的。真不知道怎么处理。

大家有遇到过这个事情吗,大家伙怎么处理的。

Recently, I encountered a complaint about wechat payment, saying that it was consumed by minors and needed a refund. The problem is, first, our products will not be used by minors. Second, the man also consulted our customer service about some problems. As a result, after using our system to achieve the goal, he made a backhand complaint that his son bought it. I want a refund. I was afraid that the complaint would not be handled. At that time, wechat payment was restricted, affecting normal business, so I returned it to him. The amount of money this time is relatively small. I can bear it. If there is a large amount. I don't know how to deal with it. Have you ever encountered this thing? How did the big guy deal with it.

回答:

Memory:

如果是恶意投诉,微信侧针对重复投诉会提供10%的“容错率”,如果因为投诉导致风控,您这里有异议,可以提供相关凭证进行申诉的。针对恶意投诉/不合理投诉,请按照贵司的流程妥善处理,并将具体的处理情况和结果回复用户。

建议申请结单前确认是否已经妥善协商处理,针对重复投诉的贵司需要关注并及时处理,如重复投诉较多,需要及时排查原因并做优化。

如果确认无法满足用户的诉求且已经是最终处理方案,在连续发起结单3次后用户仍不满意可以先暂停处理,但这单会被记录服务不满意。后续平台会综合各项指标评估商户服务质量。


青寒:

第一,我们产品未成年人不会使用。第二,这个人还咨询过我们客服一些问题

有确凿证据可以直接向官方申诉说明吧

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