淘友分享的卡特官网维权退回货款经验

发过兜兜妈海淘处女单 卡特童装 美亚买宝宝热门餐具 boon喂养勺 香蕉牙胶等 附上转运心路历程后，较真的兜妈，这趟海淘旅程还没真正圆满结束。可能因为衣服囤的太多了，卡特的人把我其中一件T恤（24M）发错，发成了一件白色T恤（3M）。

收到衣服的时候，我家娃已经3个半月了，而且相比同龄娃，还属于发育的偏快的，自然是穿不成了。本来想将就将就，一件T恤，最多也就5刀，赔了就赔了。可是转念一想还是心有不甘，较真的兜妈就发了邮件过去，参考了其他退款成功过的前辈先例。 从卡特官方网站左下角的Contact Us，点击EMAIL US进去。咨询关键词包括变更或取消订单/查询订单包裹位置/产品质量问题/订单少发或错发等/网站支付问题等/网上促销或价格调整等，其中发现了订单少发或错发 ，当时就觉得，有戏了~ Name: CHEN Email: ****@163.com Order number: Order #: CAR********** Question: Order has Missing or Incorrect Items Comment: Dear Sir/Madam, I just received my clothes from your website.BUT the order has INCORRECT item.Your staff shipped a white tee(size:3M) instead of my Candy Dreams Tee(Style # 235B235 size:24M).My BABY girl is 4 month now,so she has outgrown the tee. I SHOULD declare that i'm an abroad customer,if I return the goods to the United States by mail,I will pay at least $50! I have took the photo of the problem,and I hope to get a reasonable explanation. Thank you so much! Yours, CHEN 大致意思，就是发了一件小码的T恤给我，不能穿，而且我是境外消费者，要我退货换货的话需要高昂的运费。希望有个合理的解释。 很快第二天，就收到了回信，内容如下： At 2014-07-18 01:49:44, online@carters.com wrote: Thank you for contacting Carter’s.com | OshKoshB’gosh.com. I apologize you received the incorrect item. You may keep the white tee shirt. Would you like us to reship out the missing item to you or give you a refund for the product? Please let us know so we can best assist you. If you need additional assistance or have any other questions, please respond to this message or call us at 1-877-333-0117 from 7am – 12am EST daily (except holidays). Thank you again for shopping with us. We value your business and hope to exceed your shopping needs. Ashley B Carter’s l Osh’Kosh 卡特客服很爽快的表示，衣服不用退，直接是问我需要重新发件T恤还是退货款。这样的回复，我倒是没有预料到，态度如此的诚恳，感动啊。然后我就陷入了“思索”，是补发货还是退款呢？最后拿定的主意，是补发货，哎，要是能预见到结局，真的就要求退款算了，省了很多精力和时间。且看下去。 于是我欣欣然的写了封回信，内容如下： Dear Sir/Madam, I'm glad to receive your reply so fast,it shows your sincerity. The tee missing is so adorable that i would like you to RESHIP out the candy dreams tee again. In addition, I found that your clothes size is small, I worry about my baby girl next year can't wear this tee. If you can be replaced with the same style tee, and then please give me a BIGGER 2T size (Candy Dreams Tee Style # V_253B378 Size :2T) . Then，she can wear this lovely tee much more longer .I will appreciate it. This is my ANOTHER shipping address of the transit company,please post the product here . ******* CHEN KFEJ 150 QUIGLEY BLVD GX425 NEW CASTLE, DE 19720-4104 United States Tel:626 5423266 Look forward to your reply.Thank you so much! Yours,chen 可能是被客服友好的态度冲昏了头，我在回信中不仅表达了要求需要补发货，而且还说了，感觉卡特衣服尺码实际还是偏小，希望能发件再大码的（2T），还要求寄到，和原先的订单不一样，另外个转运地址（正好前2天在美亚下单，发到了这个新的DE免税州直发去了，美美的想着可以合箱，一件T恤的重量基本可以忽略不计）。 可是，后面的回复就不那么顺利了，态度还是依然的好，但是不能解决我的实际问题。 接下来第二个回复，需要我再提供下订单号。我心想，我的邮件都是在原有邮件基础上直接回复的，难道你看不到我第一封邮件内容吗，完全有据可查呀。于是，我再把订单号、补发衣服的意图等，有实际意义内容的再整合一遍，发了过去，甚至还拍了照片（为了5刀的衣服，精力花的还不少）。 等了3、4天，都没有回信。我还想，难道卡特就这么悄悄的发货了，也不邮件再告知一下，起码也给个快递号，让我这颗心落地呀。 后来实在憋不住，再发了封邮件，内容基本和上一封差不多，但在开头多加了一段话，还红色重点标注！ Dear Sir/Madam, After the previous Email communication, you should promise me to RESHIP my candy dreams tee. A few days ago, I had already provided the order number the incorrect items photo and my ANOTHER shipping address to help you solve the problem.If the tee had been shipped, please provide the tracing number for me. Thanks! Look forward to your reply.Thanks! Yours,chen 邮件很快回了，可是有点让我小郁闷。 Hello Thank you for contacting Carter’s.com | OshKoshB’gosh.com. We do apologize for shipping the wrong item. Unfortunately we are unable to reship to a different address or change the size of the item. I can offer you a refund for the shirt, a free shipping code to make a new order, and that way you can change the shipping address and the size. Reshipments go out exactly as ordered. Thank you for your understanding, we look forward to your response, and have a wonderful day! If you need additional assistance or have any other questions, please respond to this message or call us at 1-877-333-0117 from 7am – 12am EST daily (except holidays). Thank you again for shopping with us. We value your business and hope to exceed your shopping needs. Dorothy Carter’s l Osh’Kosh 意思是，对我所提的“非分”要求表示为难，无法重新发件2T的T恤给我，还换地址。。。表示可以退货款，还提供一个免邮的优惠码，这样我可以再创建个新的订单，不过后来不久，卡特又在搞全场免邮的活动，所以也无所谓了。 再第二天，收到了银行短信，通知我有一笔境外退货5.13美金，当下还是开心的，总之不管金额是多是少，保护了自己的利益。内现在也把这个小插曲分享上来给网友，以下为我的经验总结，大家一定记得看哟！ 1、每次的邮件要有清楚的订单号和问题说明 因为维权退款这个事，一般情况下，不是发一封邮件就能一切搞定的，起码要个来回。而且通常沟通的不是一个人，所以需要每次把必要的订单号，邮件意图都表达清楚和完整。客服也不是完人，会把你之前发的邮件再浏览一遍。 2、遵循“大事化小，小事化了”原则 我这次就是犯了这个错，明明退款就能把事情快速解决，还要拉着人家换大换小的，把事情复杂化、理想化了。