What should I do if a buyer complains about malicious harassment? What are the penalties?

Why do I think what you did is seriously excessive? You should fall out of love a few more times. Frankly speaking, it is a tragedy for your customer service to encounter a boss like you.

According to your description, your customer service just sent a text message to the customer, and the content of the text message did not involve threats or harmful intentions to the other party. The comments in the evaluation are the rights of both parties and can be used as they like without violating the rules. When Taobao receives a harassment complaint, at most it will issue you a warning, and it may not issue you a warning, but only accepts buyer complaints. Your so-called calling in person and being scolded for a long time is considered harassment. If the harassment complaint is established, 12 points will be deducted from the store, which is a penalty for Category A violations; if the case is serious, 48 ??points will be deducted as a Category B serious violation, which means goodbye forever. However, if it is just an innocuous text message sent by customer service, this harassment complaint is impossible to establish; but for your phone call, it is difficult to say, that is, your customer service has no obvious violation, but your subsequent behavior may have this result.

And your "uploaded the announcement of my handling of the customer service staff and expressed my willingness to compensate", that is, it cannot be regarded as the result of harassment in the rules, but it is obvious that you admitted the harassment. This is a foolish approach. Keeping things quiet doesn't mean you're going to be self-defeating. The results of this complaint are as you described. Apart from what you did, there should be no punishment.

Your customer service approach is correct and appropriate, not inappropriate; but your approach is excessive and excessive, and you are too afraid of complaints. Although your customer service may not necessarily receive rewards from any big seller, it will definitely not be dealt with; but as a customer service, you will definitely be ordered to study again or be laid off directly.