海淘美亚这件羽绒服比较折腾，维权过程分二个阶段，且听我慢慢道来……

    首先我是海淘新手，2015年的11月下旬，黑五前才开始接触海淘的。在淘宝2015年双12活动那天没选到合适的羽绒服，就萌生在外国网站买的念头。当我在美亚逛的时候，立马被这件美貌的中长款女士羽绒服吸引住了，它的款式和细节都深得我心，经过搜索，发现梅西百货和Nordstrom都有这款衣服卖，但美亚有折扣价格最低，所以我决定在美亚下手。

        第一次买外国的衣服，我对衣服的尺寸问题相当纠结，因为买错衣服尺寸收货后含泪转让的同学太多了！我当时看了很多同学们关于海淘衣服尺寸选择的经验贴，按我的身材一般选择S码，甚至是XS码，象Jcrew家和安.泰勒家的我就得穿XS码。当时美亚上这件衣服并没有顾客的评价，倒是Nordstrom有顾客评价，说码子偏小的，要选大一码。按美亚上标出的通用尺寸我应该选择S码，该信哪个呢？我很纠结，头都大了，我找到这个品牌的官网并且找到能联系对方客服的邮箱，客服回复我，这款衣服确实码子偏小，按我的尺寸要买M码才行。在焦急等回信的过程中我担心美亚折扣错过时间，在2015年12月13日匆忙拍下S码。拍完S码后才收到这品牌的官网客服回信。这时美亚订单里提示羽绒服已经发货，已取消不了订单了。我抱着试试看的心理联系了中文客服，中文客服说衣服已经在发货车上准备运输，取消不了，建议我收到后直接让转运公司帮办理退货。我说我拍错了尺码，想换个M码的，客服说只能重新下订单，我不解。问能不能你们直接发个M码包裹给我然后把这个S码的包裹换回去?中文客服说不能，美亚有规定，换货只是针对商品损坏或者发错货，尺寸问题不属于换货范围。我问，订单里有“repalce”的按钮是做什么用的？客服回答：亚马逊的换货可能不是一般理解的那种换货，换货是只补发同型号同尺码的，针对的是商品破损之类的问题。也就是说replace针对的是同型号同尺码同款式的来“换”。

        好吧，中美思维不同，衣服只是在运输车上还没运出，这样都不能取消订单，晕死！最后我让中文客服手动帮我重新下个M码的订单，因为75折扣码的活动已过。

      下了新订单了，那旧订单怎么办？转运公司收到货再帮我退货是要花钱的呵，虽然不多，但能省则省。于是我又联系了美国客服，把我之前找过中文客服交涉的情况说了，对方说的确不能取消了，已进入发货程序了。我说那你们网站帮助问答里说

       “Does Amazon offer replacements and exchanges?
       Yes, you can create replacement andexchange orders from this page by clicking Return Items and following theinstructions. If you received a damaged or defective item, we’ll ship you areplacement of the exact item. If you would like to exchange an item foranother, you can exchange for a different size or color or for an item in yourCart.”

        “If you would like to exchange an item for another, you can exchangefor a different size or color or for an item in your Cart.”这句怎么解释？明明说可以换不同尺码和颜色的商品嘛！为什么要我重新再下个M码的订单？

       当我把网站上的这段关于换货的文字当圣旨搬出来，并且说办退货会让我产生额外的费用，美国客服的态度开始有缓和了，下面是美国客服和我的部份对话：
*********************************************************************************************************************************
Arpan Kumar: Yes qing but for that you haveto place a new order and we will refund the older one when you return the itemto us.
Me: if i return the order size"s",i need charge the cash.
can you tell the best method to save more$$$ to return the order?
Arpan Kumar: I request you to return theorder to us with most simple and cheaper shipping and we will extend the returnwindow for this item.
Me: can u go to my American address and getback the item?
hello, are u online?
Arpan Kumar: Yes qing
In this case, I will contact the carrierand ask them to hold this package.
We will issue you a refund once the itemget processed to us.
I hope this helps.
Me: do i need pay $$ for it ?
Arpan Kumar: No qing, I have successfullyprocessed this with FedEx and asked them to hold the package.
This will now return to amazon and we willprocess the refund once it get delivered to us.
Me: now i only need get my order size"M" at home.
the order size "S" is back toamazon. Is that right?
Arpan Kumar: Yes qing
Me: that isgreat!
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       所以同学们，不要以为发货在路上了，就只能坐等包裹再办退货，事情并不是绝对的，不同的情况还是有转机的。我这单包裹从Amazon发出后正好是周末放假，我查了物流跟踪，周六周日没有更新物流状态，还是呆在物流公司的仓库里，并不在运输的途中，加上美国客服比较给力，直接打电话给物流公司成功截住我这个包裹，退回美亚。这个美国客服还是很人性化的嘛！帮我省掉了转运公司的退货服务费。
% e2 i0 G' F8 `

二、     衣服经转运回到中国，M码合适，但悲愤地发现钻毛严重，商品不是直邮的，美亚能退货并承担运费么？

       收到衣服当天我就美滋滋穿出去显摆了，晚上脱下衣服，发现毛掉得到处是，毛衣上，外裤上，经过和我的国内品牌旧羽绒服对比，发现这款羽绒服内衬和外表面是单层的面料，不象国内品牌羽绒服是双里双面的做工，来防止钻毛。它使用的单层面料不够密实，导致绒毛因衣服间摩擦静电时不时钻出来，太讨厌了！也太可惜了！我真的很爱这件衣服呵！

衣服的内部图片

无奈之下，我再一次找了Amazon中文客服，是个男客服，听了我的讲述，他说补偿我10美元，我说钻毛是质量问题，实在是穿不了呵，不是尺寸大小问题或者不喜欢款式可以转让给别人，这么差的衣服也不可能转让出去的，会挨骂的！

       男客服说再多补偿我10美元，让我退回来。我问国际运费多少钱？他说不知道，我说这个补偿可能抵不了我的运费损失呵。他说他已尽最大能力帮助我了。我说，退货肯定退，但这个补20美元方案我不同意，男客服说那你先退回，到时把运费票据扫描给他，他再去帮我努力争取退全额运费。我心想这暂时算比较好的方案了，至少美亚没有因为转运就强硬地不管不理，最后我同意退货先。我心想这暂时算比较好的方案了，至少美亚没有因为转运就强硬地不管不理，最后我同意他的办法退货先，他帮我在订单里申请了退货标签，并且热心的给我他的联系邮箱，说有什么问题都可以联系他，态度很好让我感动！

       接下来我查了顺丰快递的国际运费， 包裹发到美国1斤内是220元。那么20美元补偿太少根本不能解决问题，前面男客服只是尽力帮助我申请全额补偿，不保证是成功的。万一我寄过去他争取失败，最后还是补偿我20美元，我不是亏大了？不行！必须100%全额！这时我注意到美亚这款衣服2016年1月开始有顾客评价了，一共7个，其中有3个差评，并且有二个差评顾客在文字中提到了羽绒服掉毛，羽毛到处飞的问题，这更坚定了我退货维权的信心和决心！！

    于是，我的退货维权大戏正式拉开帷幕-----

    首先第一位美国客服叫Bayron C

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Me: The Down Coat sheds feathersEVERYWHERE!
Bayron C.: Ok, and you would like toreturn it correct?
Me: can i get the Return ShippingCosts ?
I am in china.
Bayron C.: I see the order was sentvia a shipping company.
In this case I can only provide thereturn shipping label from the shipping company to us since thats where theorder was originally sent to.
If you wish to return it, you can usethe most economical shipping method from China to the shipping company, howeverwe can't refund or cover those charges.
Me: is the coat poor quality? do uagree?
Bayron C.: I understand that parthowever the order was delivered to a shipping company inside the US. If you hasshipped it directly to China, we then would have refunded you for the returnshipping.
Me: you can check customer Reviews ofthe coat. TWO person taiked about the coat feathers.
Bayron C.: I understand where you arecoming from, however the coat quality is not the problem, its the fact theorder was ship to the shipping company and we will only be able to cover thereturn shipping from there.
Me: you can not refund me the shippedcost for china. is that right?
Bayron C.: Correct, we will cover thereturn shipping from the shipping company back to us.
I am sorry , but the chat has beenidle for 2 minutes, I'm wondering if we are still connected?
Me: if the coat is good quality , ican not have the issue. do u agree?
the item in amazon is not very good.
Bayron C.: I understand, however thepolicy is if the item is shipped to a shipping company, we can only cover thereturn shipping from the company to us.
Me: as the buyer, my first Shoppingexperience is bad!
Bayron C.: I'm so sorry, but we can'toffer any additional insight or action on this matter.
Is there anything else I can help youwith?
Me: no, i will return it next day.
Bayron C.: I understand. Thank youfor your time and understanding , I am deeply sorry that the solution providedwas not satisfactory for you , hopefully this does not be reflected in ourrelationship with us and you can understand is beyond of my capabilities.
Me: Supervisor your master ,will uplz ?
consult the manager about the matter
Bayron C.: They will tell me the samething as we can't make an exception to this policy. If I could make trust me Iwould, however this is not possible.
Me: i like the coat before ,when iput it on the first time, i was very sad.
do u understand my feeling?
Bayron C.: I'm so sorry, but we can'toffer any additional insight or action on this matter.
Me: okay.

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       美国客服说查询到我的订单是运到转运公司，坚持说他们的退货政策是负责美国境内转运公司发到美亚的这段运费，中国的运费他们不管。不管我怎么博同情说国际运费很贵都没用。最后我让他把这事请示上级，他说请示上级的结果也是同样的，退货条款必须遵守。好吧，我再找第二个谈。

       第二个美国客服叫Adrian
************************************************************************************
Me: i am in china
Feathers all over the place
Adrian: I understand that you arerequesting for the refund of the return shipping cost for your order. Noworries, I'll be happy to look into your order for you and see what we can doto help. ?
Me: i ordered an down coat.
you can check customer Reviews of thecoat. TWO person talked about the coat feathers.
ByFay Diamondon January 13, 2016
This coat sheds feathers EVERYWHERE!All over the lining and all over my clothes. I'm getting sick of having to pickthem off everything. This coat sheds teeny tiny feathers and fill. All thisafter first time wear...I wouldn't recommend purchasing this coat....
i have the same problem as thiscustomer.
i just put it on first timeyesterday.
Adrian: May I please have the ordernumber to ensure that I'm viewing the correct order?
Me: ORDER PLACED
Sunday, December 13, 2015
ORDER #
11111111111111111
Adrian: Thank you.
Allow me a moment to check your orderand my resources regarding your concern.
Me: I resemble a molting bird when iput it off.
the coat is beautiful with a slim fitand i like it before. but it is poor made. I am so disappointed.
do u need to check my picture of thecoat feather ? i already removed a lot feather before. but some is still on thesweater. i can take pictures for it .
Adrian: I've checked the order and itshows that the package was delivered to a Freight Forwarder address, in thiscase system will not allow me to process a replacement or a refund for theorder. However, you're welcome to go to our Returns Center atwww.amazon.com/returns if you'd like to send it back for a refund.
More information about using afreight forwarder is available on our Help pages:
http://www.amazon.com/gp/help/customer/...(Seefull link)
I can see here that the returnshipping costs will be your responsibility since you used a freight forwarderto ship this item outside of the United States.
Me: i want to return it . but theinternational shipping cost is expensive ,you know.
this is a bad shopping in amazon
Adrian: Yes, but you will need to payfor the return cost since order was delivered to a freight forwarder.
Me: the coat is poor quality .so ihave to return it.
do u agree?
i dont have the matter if the coat isgood .
Adrian: We'll evaluate theinformation you've provided and, if it leads to program changes orenhancements. We're always looking to better our company and make our serviceseasier to use for our customers, so I'll pass your feedback to the appropriateteam for review.
Me: and others reviewed the problemof the coat.
Adrian: All of your feedback will beforwarded accordingly to ensure the utmost attention.
Me: A horrible feather mess
not a little problem and i can takeit.
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       不知何故突然谈话中断了，然后换了另外一个客服来，第三个叫Mercy

***************************************************************************************
You are now reconnected with a new agent Mercy.
Mercy: Hello, my name is Mercy. I'm sorry your previous chatdisconnected. I will try and pick up where you left off.
Me: okay
Mercy: How may I help you today?
Me: A horrible feather mess
not a little problem and i can take it.
do u understand my feeling?
i like it before but after i put it off i was very sad.
it is the first time i wear it.
not some times.
Mercy: As per your previous conversation it shows that yourpackage was delivered to a freight forwarder.
Me: others also talked the feather of the coat . you may checkthe customer reviews.
Mercy: If you want, you can return the package using our onlinereturn center.
Me: i already done.
Mercy: However, we cannot cover the return shipping since it wasdelivered to a US address.
Me: but the coat is poor made
so i have to return it.
it is not my problem.
Mercy: I understand,.
However, it shows that your order was delivered in a US addressthat is why we are not able to cover the return shipping from outside US.
Me: you know, the internatinal shipping cost is expensive.Things are not absolute
the reason is not the clothes size .
Mercy: Sorry, but we can only cover the return shipping from theaddress where it was delivered and it shows on the order that you used a USaddress.
Me: but the quality of the coat.
amazon sold the poor quality .
items.
so that the customer have the issue.
Mercy: Yes, I get your point that is why we suggest for you toreturn it however, on our policy we can only cover the return shipping from theaddress where it was delivered I hope you understand.
Me: if the coat is good, i can not return it at all.
amazon sold the poor items.
Mercy: Sorry about that.
Me: Please report to the superior
Mercy: Please return the item,we can give you a refund for it.
Yes, I can also submit a report and an investigation about thisissue.
Me: this is my first shopping in amzon.
Mercy: Sorry.
Me: when you get the return,you can put it on and understand whyi am sad for it.
Mercy: No worries, we will check the item once you return it.
Me: can u refund the return shipping cost ?
Mercy: Sorry, it shows that it was delivered to a US address andin this case, we can only cover the return shipping from the address where itwas originally delivered.
Me: okay.it is not good in amazon. This is my conclusion.
Mercy: I understand that, we respect that however, we need tofollow our policy.
Me: Special things special treatment
i dont know the coat problem when i place an order.
Mercy: Yes, please return the item to get a refund.
Me: i want to get the return shipping cost.
It is not my cause
Mercy: We can provide you a return label from the address wherethe package was delivered meaning to the address you put on the order.
Me: i hope you can Report to the superior .
Mercy: Yes, I have already reported it.

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       这次谈话我一再强调衣服钻毛不是我的问题，我要知道它钻毛就不会买了，美亚卖质量差的商品给我带来如此昂贵的国际运费，应该由他们承担。虽然说我经过了转运公司，但是不管是直邮好转运好，卖商品首先要质量过关，这是商家的责任和信誉所在，造成退货这样的结果不是顾客所想的，我第一次买美亚的东西就碰上退货这事，美亚给我的消费体验很不好。我还把顾客的评价连接发过去给他，我想证明不是我挑剔衣服钻毛，实在是很可怕的钻毛不能容忍！

       好话说尽，这个美国客服就是不松口，反复说只负责美国境内运费，我是通过转运的，凡是通过转运公司的就要遵守美亚的政策条款云云。没办法，我说让他汇报上级，反映下我这个事。

       到这里，说实话我有点气馁了，转运的就是这样被歧视么？还继续找客服谈么？不如将就穿它一个冬天算了？

       在退不退货这事上我曾在论坛发贴向同学们求助，连接是  http://www.letsebuy.com/thread-2510025-1-1.html   ，有同学跟帖建议我继续找客服，不断换人，因为不同的客服说法不一样，处理结果不一样。 在此感谢热心助人的同学们！
所以我又斗志重燃，不信我运气那么差碰不上一个好客服。

       第四位是Saran，爽直的美国客服，我的春天来了！
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Saran: Hello, my name is Saran. I'm here to help you today.
Me: hello
i want to return my coat
but i am in china. the shipping cost is expensive.
Saran: Could you help me with order number?
Me: ORDER # 1111111111111
This coat sheds feathers EVERYWHERE!
Saran: Thank you for the order number.
Me: i have to return it.
Saran: please wait let me check this for you.
Me: i put it on the first time yesterday.and This coat sheds teeny tinyfeathers and
fill.
Saran: qing I am sory for the inconvenience caused to you.
Me: i like it before but after i put it off i am very sad .
Saran: qing how much is shipping cost you are having to return the item?
Me: i want to use sf-express to ship the item. http://www.sf-express.com/cn/sc/
it cost me $40.28 because the item is 1.45 pounds.
the coat is $82.5 when i placed an order.
Saran: Okay qing no need to worry we will refund you that amount when wereceive the
item.
As I am leaving a note on your account for the refund of $40.28.
Me: do u agree my return?
Saran: When we receive your item we will issue refund of shipping charge.
Yes qing we agree.
Saran: Please wait while I leave a note on your account.
Me: i already print the return mailing lable.
Saran: Okay qing I have successfully made note on your account.
Me: thank you for your help!

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      果然美亚客服之间说法不一样，处理结果不一样，这位客服多么好多么善解人意啊，直接问我要多少钱国际运费，然后立马在帐户里帮我注明退还我的全额运费金额**美元，根本不提什么转运的问题美亚什么政策条款！

得到美亚全额补偿运费的承诺后，我在2016年1月19日用顺丰寄出包裹，1月25日美亚就收到了，我在28日看到退货还没有处理，就再一次找了美国客服。

       这个美国客服叫Jhon，态度很差，当我把我的订单号报给他，他居然说早就退款给我了！我愣住了！什么况？不会起什么变化吧？我并没有收到退款呵？5秒钟后我意识到他搞错了，他一定看成第一次买S码的订单了，第一次S码的订单半路截住的我没收到货就退回到美亚了，退款也成功到帐了。可我问的是现在这个M码的订单呵！我直接说他搞错订单了，我下有二个同样的订单，第一个订单是我没有收到商品，已退货退款，第二个订单是我收到商品了，现在你们收到我的退货了，可以给我退全额运费了么？他说查到收到包裹了，但没有说到要退运费给你！我说你再好好查看下，你们答应给我退回运费的！对方回复我说他已经查看二次了！

      
       我感觉到此人语气很不友好，赶紧把和Saran的聊天记录发给他，说难道Saran欺骗我么？我要求和Saran对质！

       于是这个美国客服突然话峰一变，说我正在帮你办理退运费款事宜，刚才因为系统没有更新，还是旧的信息！没有任何一句抱歉的客套话。（他在说谎给自己找台阶下，明明是他自己看错，明明Saran说帮我在帐户里注明了，说只要收到退货就给我退运费的）

       虚惊一场，吓死宝宝了！和美亚的客服交涉感觉象过山车一样，跌宕起伏，我也不想和他纠缠什么原因，能帮我办就行了。2日后我的运费退到gift card里,截止2016年1月26日，商品款退回我gift card。事情总算**结束！

         所以，坚持就是胜利，同学们，当你维权受挫时，千万不要放弃，有一线希望就要继续努力，多多看别人的维权经验贴，相同的维权经历，别人能成功你一定也能的！我这单和论坛某个同学维权经历类似，都是转运的商品有质量问题，该同学最后顺利得到全额运费，参考他的成功经历所以我不相信我运气那么背碰不上一个好客服。
       另外这次的事情给我的教训是外国的东西并不全部是质量好的，美亚这样的大网站照样买到差质量的商品！海淘还是要小心谨慎，退款退货也是很折腾人的。