客服人员收到纠纷后，首先要查看纠纷原因，再根据纠纷原因搜集详情，最后判定是拒绝纠纷还是接受纠纷。如果拒绝，第一步与客户联系，第二步拒绝平台纠纷并提供相应证据，以备裁决。
1.收集证据客服人员若收到客户发过来的投诉，应第一时间回复客户，询问商品具体的质量问题，并要求客户提供证据。下列范文可供参考。
范文
Dear valued customer,
We are so sorry to hear from your dispute messages. Could you tell us what the problem is the product? In line with our company policy, we need some clear photos or video to process your complaint.
Please send them to us ASAP so that we would be able to resolve it sooner. Thank you for your time.
2.确认问题
在客户提供了相关证据后，如照片或视频，客服人员应仔细检查客户所投诉的问题。如果是商品没有达到客户期望值，不是质量问题，那么客服人员应在邮件中陈述相关事实并列举支持自己观点的证据或商品截图，如商品描述里的信息。具体可以参考以下范文。
范文
Dear XXX,
Thanks for your pictures.
After reviewing the pictures, we found that it is under our specifications not the flaw. The slight difference is allowed, which is also the same as our listing pictures.
We are sorry that you don't like it, In order to show our apologies, would we give you some discounts or gifts in you next order?
Best regards!
