投诉前要准备什么？维权证据指南

Core Viewpoint - The effectiveness of consumer complaints largely depends on the adequacy of evidence rather than the complaint channel itself [1][5]. Group 1: Evidence Preparation - Consumers should prepare transaction-related materials such as order numbers and payment screenshots for online purchases, or receipts and invoices for offline transactions [1]. - Communication records, including chat screenshots, customer service call recordings, and email exchanges, are crucial to demonstrate the merchant's commitments and consumer demands [2]. - For product quality issues, it is important to retain shipping tracking numbers, packaging, and detailed photos of defects, as well as any repair records and inspection reports for after-sales service [3]. Group 2: Complaint Channels - Initially, consumers often file complaints through internal platform mechanisms, which are efficient for small, clear disputes [4]. - If internal complaints are unresolved, consumers can turn to official channels like the 12315 national consumer rights protection platform or local consumer associations, although these may have longer processing times [4]. - Third-party platforms like Black Cat Complaints emphasize efficiency, allowing for quicker acknowledgment and transparency in the complaint process [4]. - Legal avenues are available for unresolved issues, with online platforms enabling simplified small claims processes for disputes ranging from hundreds to thousands of yuan [4]. Group 3: Conclusion - The success of a complaint is contingent on thorough preparation of evidence, including orders, payment records, communication materials, and service contracts [5]. - Combining internal platform resolution efforts with official channels, third-party platforms, and legal options is essential for effective consumer rights protection [5].