經(jīng)典FAQ:A-to-z Guarantee claims處理結(jié)果和一些應(yīng)對(duì)方法
A-to-z Guarantee claims(ATZ) Claim Status
先說(shuō)說(shuō)提出索賠的時(shí)間范圍
? 買(mǎi)家可早于預(yù)計(jì)最遲送達(dá)日期3個(gè)日歷日或在訂單日期后30天內(nèi)提索賠
? 從預(yù)計(jì)最遲送達(dá)日期算起,買(mǎi)家有 90 天時(shí)間提出索賠
Claim Status:
1認(rèn)可索賠 賣(mài)家提供資金Claim Granted Amazon Funded
得到這種情況一般多存在于新手。申述回復(fù)之后幾天最容易碰見(jiàn)的,沒(méi)理由或者理由不充分,又或者直接不處理7天之后亞馬遜自動(dòng)判決的結(jié)果。
2認(rèn)可索賠 亞馬遜提供資金Claim Granted Amazon Funded
說(shuō)明賣(mài)家已經(jīng)掌握了一些申述技巧。有理由的情況下,比如貨物已經(jīng)投遞成功了買(mǎi)家說(shuō)沒(méi)收到,或者針對(duì)買(mǎi)家給亞馬遜的話來(lái)攻破。就跟處理差評(píng)樣,針對(duì)不合理的或者邏輯混亂的點(diǎn)陳述非常有效。
但貨質(zhì)量并不是很好的情況,難免理由不充分了。所以講一個(gè)例子參考:收到ATZ之后,你應(yīng)該淡定,對(duì)不對(duì),不就一個(gè)ATZ嘛。首先要跟賣(mài)家發(fā)郵件,但不要立馬發(fā),因?yàn)閯傞_(kāi)不久賣(mài)家火很大。隔1天的樣子,火氣消了點(diǎn),態(tài)度好點(diǎn)跟買(mǎi)家說(shuō)這件事其實(shí)有更好的處理方法,請(qǐng)他先撤銷(xiāo),如果能,當(dāng)然好,但一般是然并卵。但這點(diǎn)很重要,讓亞馬遜看到了你是在跟賣(mài)家有效溝通,看到了你的態(tài)度。第三天你再發(fā)第二封郵件,說(shuō)你是希望與他一起處理這個(gè)問(wèn)題,能不能拍一些產(chǎn)品圖片以及說(shuō)明更多細(xì)節(jié)。OK,第三步馬上開(kāi)始申述,說(shuō)一下事情經(jīng)過(guò),你積極與買(mǎi)家溝通并且提出了解決方案,想得到更多產(chǎn)品質(zhì)量細(xì)節(jié)買(mǎi)家甚至不能提供一張圖片,希望亞馬遜能給出一個(gè)公平結(jié)果。
處理結(jié)果幾天內(nèi)就完成。如果你是亞馬遜ATZ處理小組的人看到這個(gè)投訴會(huì)怎么想?賣(mài)家態(tài)度非常積極,合情合理,對(duì)比買(mǎi)家理由:亞馬遜請(qǐng)相信我,這個(gè)逗逼絕比賣(mài)假貨,如果能給-星,我會(huì)給-5星!等等 然并卵
考慮雙方感受,認(rèn)可索賠 亞馬遜提供資金.
3訂單已退款 Order Refunded
這種是你直接退款省去麻煩,但是個(gè)人來(lái)說(shuō)并不推薦,因?yàn)槎歼@樣的話,就承認(rèn)了你質(zhì)量差賣(mài)假貨等等,多次這樣操作不等于亞馬遜給你店鋪打了個(gè)大問(wèn)號(hào)嗎。嘗試撤銷(xiāo)處理或者讓亞馬遜分不清鍋?zhàn)约嘿r。這樣不管結(jié)果如何,你也學(xué)到了處理ATZ的經(jīng)驗(yàn)。
4 索賠已被拒絕 Claim Closed
買(mǎi)家就是逗逼,提一些毫無(wú)理由的投訴。如不相信自己退貨后賣(mài)家會(huì)退款,不接受退貨想直接得到付款等等。
5索賠已被撤銷(xiāo) Claim Withdrawm
經(jīng)過(guò)有效溝通,撤銷(xiāo)了投訴。但分2種,一種是在索賠開(kāi)啟后還沒(méi)結(jié)束前,一種是已經(jīng)索賠后的事了,但比較少,比如開(kāi)啟投訴原因是沒(méi)收到貨,但索賠結(jié)束很多天后這個(gè)逗逼說(shuō)鄰居代收了感謝您。
索賠解決之前買(mǎi)家撤銷(xiāo)索賠方法:
? Go to Your Orders
? Locate your order in the list and click Order Details.
? If the order has already shipped, click Withdraw claim under Problem with this order? on the order summary page.
? Follow the prompts to explain the withdrawal and click Withdraw claim to complete the request.
如果是索賠已經(jīng)過(guò)去,撤銷(xiāo)方法:
必須聯(lián)系 claim-delivery-confirmation@amazon.com 并提供訂單編號(hào),而且必須允許亞馬遜向其信用卡重新扣除訂單款項(xiàng)。
6 訂單取消Order Cancelled 賣(mài)家自行取消訂單別以為只扣一百分沒(méi)事了,說(shuō)不定一個(gè)買(mǎi)家下訂單買(mǎi)條褲子后就去旅游了,回來(lái)后想穿發(fā)現(xiàn)取消訂單了。(老子褲子都脫了你給我看這個(gè)?
7 在審核中 顧名思義還沒(méi)處理完。
這里特別注意,千萬(wàn)不能在索賠里面隨便亂寫(xiě),寧愿退款。最最恐怖的一個(gè)例子,員工有事請(qǐng)假了,老板看到一個(gè)ATZ,咦這是什么,居然說(shuō)我產(chǎn)品有問(wèn)題!申述理由:簡(jiǎn)單幾個(gè)單詞,還是拼寫(xiě)錯(cuò)誤的。導(dǎo)致這個(gè)ATZ審核長(zhǎng)達(dá)半個(gè)多月,亞馬遜審核看不懂,員工回來(lái)也傻了,最終結(jié)果是賬戶(hù)停售。
這里就會(huì)有人問(wèn)了分?jǐn)?shù)能恢復(fù)嗎?你去問(wèn)客服得到的答案肯定說(shuō)不行。所以特地分享一個(gè)成功方法,撤銷(xiāo)或者拒絕索賠又亞馬遜提供資金這種,你理由比較充分態(tài)度好的情況下,還是有機(jī)會(huì)恢復(fù)分?jǐn)?shù)的。但要給亞馬遜專(zhuān)門(mén)處理投訴的郵箱寫(xiě)信,寫(xiě)的就跟你帳號(hào)被停權(quán)銷(xiāo)售那樣的態(tài)度,你的處理方案,接來(lái)下的計(jì)劃1234點(diǎn)什么的。
郵箱:seller-guarantee@amazon.com
TIP:不管怎么應(yīng)對(duì),都沒(méi)不要讓投訴發(fā)生的好(做好產(chǎn)品和售后)。
先說(shuō)說(shuō)提出索賠的時(shí)間范圍
? 買(mǎi)家可早于預(yù)計(jì)最遲送達(dá)日期3個(gè)日歷日或在訂單日期后30天內(nèi)提索賠
? 從預(yù)計(jì)最遲送達(dá)日期算起,買(mǎi)家有 90 天時(shí)間提出索賠
Claim Status:
1認(rèn)可索賠 賣(mài)家提供資金Claim Granted Amazon Funded
得到這種情況一般多存在于新手。申述回復(fù)之后幾天最容易碰見(jiàn)的,沒(méi)理由或者理由不充分,又或者直接不處理7天之后亞馬遜自動(dòng)判決的結(jié)果。
2認(rèn)可索賠 亞馬遜提供資金Claim Granted Amazon Funded
說(shuō)明賣(mài)家已經(jīng)掌握了一些申述技巧。有理由的情況下,比如貨物已經(jīng)投遞成功了買(mǎi)家說(shuō)沒(méi)收到,或者針對(duì)買(mǎi)家給亞馬遜的話來(lái)攻破。就跟處理差評(píng)樣,針對(duì)不合理的或者邏輯混亂的點(diǎn)陳述非常有效。
但貨質(zhì)量并不是很好的情況,難免理由不充分了。所以講一個(gè)例子參考:收到ATZ之后,你應(yīng)該淡定,對(duì)不對(duì),不就一個(gè)ATZ嘛。首先要跟賣(mài)家發(fā)郵件,但不要立馬發(fā),因?yàn)閯傞_(kāi)不久賣(mài)家火很大。隔1天的樣子,火氣消了點(diǎn),態(tài)度好點(diǎn)跟買(mǎi)家說(shuō)這件事其實(shí)有更好的處理方法,請(qǐng)他先撤銷(xiāo),如果能,當(dāng)然好,但一般是然并卵。但這點(diǎn)很重要,讓亞馬遜看到了你是在跟賣(mài)家有效溝通,看到了你的態(tài)度。第三天你再發(fā)第二封郵件,說(shuō)你是希望與他一起處理這個(gè)問(wèn)題,能不能拍一些產(chǎn)品圖片以及說(shuō)明更多細(xì)節(jié)。OK,第三步馬上開(kāi)始申述,說(shuō)一下事情經(jīng)過(guò),你積極與買(mǎi)家溝通并且提出了解決方案,想得到更多產(chǎn)品質(zhì)量細(xì)節(jié)買(mǎi)家甚至不能提供一張圖片,希望亞馬遜能給出一個(gè)公平結(jié)果。
處理結(jié)果幾天內(nèi)就完成。如果你是亞馬遜ATZ處理小組的人看到這個(gè)投訴會(huì)怎么想?賣(mài)家態(tài)度非常積極,合情合理,對(duì)比買(mǎi)家理由:亞馬遜請(qǐng)相信我,這個(gè)逗逼絕比賣(mài)假貨,如果能給-星,我會(huì)給-5星!等等 然并卵
考慮雙方感受,認(rèn)可索賠 亞馬遜提供資金.
3訂單已退款 Order Refunded
這種是你直接退款省去麻煩,但是個(gè)人來(lái)說(shuō)并不推薦,因?yàn)槎歼@樣的話,就承認(rèn)了你質(zhì)量差賣(mài)假貨等等,多次這樣操作不等于亞馬遜給你店鋪打了個(gè)大問(wèn)號(hào)嗎。嘗試撤銷(xiāo)處理或者讓亞馬遜分不清鍋?zhàn)约嘿r。這樣不管結(jié)果如何,你也學(xué)到了處理ATZ的經(jīng)驗(yàn)。
4 索賠已被拒絕 Claim Closed
買(mǎi)家就是逗逼,提一些毫無(wú)理由的投訴。如不相信自己退貨后賣(mài)家會(huì)退款,不接受退貨想直接得到付款等等。
5索賠已被撤銷(xiāo) Claim Withdrawm
經(jīng)過(guò)有效溝通,撤銷(xiāo)了投訴。但分2種,一種是在索賠開(kāi)啟后還沒(méi)結(jié)束前,一種是已經(jīng)索賠后的事了,但比較少,比如開(kāi)啟投訴原因是沒(méi)收到貨,但索賠結(jié)束很多天后這個(gè)逗逼說(shuō)鄰居代收了感謝您。
索賠解決之前買(mǎi)家撤銷(xiāo)索賠方法:
? Go to Your Orders
? Locate your order in the list and click Order Details.
? If the order has already shipped, click Withdraw claim under Problem with this order? on the order summary page.
? Follow the prompts to explain the withdrawal and click Withdraw claim to complete the request.
如果是索賠已經(jīng)過(guò)去,撤銷(xiāo)方法:
必須聯(lián)系 claim-delivery-confirmation@amazon.com 并提供訂單編號(hào),而且必須允許亞馬遜向其信用卡重新扣除訂單款項(xiàng)。
6 訂單取消Order Cancelled 賣(mài)家自行取消訂單別以為只扣一百分沒(méi)事了,說(shuō)不定一個(gè)買(mǎi)家下訂單買(mǎi)條褲子后就去旅游了,回來(lái)后想穿發(fā)現(xiàn)取消訂單了。(老子褲子都脫了你給我看這個(gè)?
7 在審核中 顧名思義還沒(méi)處理完。
這里特別注意,千萬(wàn)不能在索賠里面隨便亂寫(xiě),寧愿退款。最最恐怖的一個(gè)例子,員工有事請(qǐng)假了,老板看到一個(gè)ATZ,咦這是什么,居然說(shuō)我產(chǎn)品有問(wèn)題!申述理由:簡(jiǎn)單幾個(gè)單詞,還是拼寫(xiě)錯(cuò)誤的。導(dǎo)致這個(gè)ATZ審核長(zhǎng)達(dá)半個(gè)多月,亞馬遜審核看不懂,員工回來(lái)也傻了,最終結(jié)果是賬戶(hù)停售。
這里就會(huì)有人問(wèn)了分?jǐn)?shù)能恢復(fù)嗎?你去問(wèn)客服得到的答案肯定說(shuō)不行。所以特地分享一個(gè)成功方法,撤銷(xiāo)或者拒絕索賠又亞馬遜提供資金這種,你理由比較充分態(tài)度好的情況下,還是有機(jī)會(huì)恢復(fù)分?jǐn)?shù)的。但要給亞馬遜專(zhuān)門(mén)處理投訴的郵箱寫(xiě)信,寫(xiě)的就跟你帳號(hào)被停權(quán)銷(xiāo)售那樣的態(tài)度,你的處理方案,接來(lái)下的計(jì)劃1234點(diǎn)什么的。
郵箱:seller-guarantee@amazon.com
TIP:不管怎么應(yīng)對(duì),都沒(méi)不要讓投訴發(fā)生的好(做好產(chǎn)品和售后)。
相關(guān)標(biāo)簽:
3 個(gè)評(píng)論
接來(lái)下的計(jì)劃1234點(diǎn)什么的
What is the best way for me to resolve A-to-z Guarantee claims?(參考:http://www.amazon.com/gp/help/customer/display.html?nodeId=13832201#when)
Occasionally claims are filed for orders that you failed to fulfill or for items that were returned. In these cases, immediate refunds initiated by you through Amazon Payments are the easiest and best course of action to resolve the problem.
If the item has been shipped or if you believe isn't materially different from how it's described in the item listing, then it's best for you to respond as quickly as possible and represent your version of what happened with the order or item. It is important for you to provide as much additional, relevant, and "compelling" information about the transaction or specific actions taken regarding the transaction, including, but not limited, to:
Shipment method, tracking number and tracking details.
Correspondence between your buyer and yourself that proves you spoke to the buyer or received an e-mail message from the buyer with an acknowledgement of receipt of the merchandise and/or satisfaction with the transaction
You are required to provide valid tracking numbers for 95% of your U.S. shipments, not including items shipped by freight with a carrier not integrated with Amazon or small items that are shipped in Standard Mail envelopes or First Class Mail envelopes (such as screen protectors, greeting cards, etc.). As well, Amazon encourages you to require a signature confirmation.
Occasionally claims are filed for orders that you failed to fulfill or for items that were returned. In these cases, immediate refunds initiated by you through Amazon Payments are the easiest and best course of action to resolve the problem.
If the item has been shipped or if you believe isn't materially different from how it's described in the item listing, then it's best for you to respond as quickly as possible and represent your version of what happened with the order or item. It is important for you to provide as much additional, relevant, and "compelling" information about the transaction or specific actions taken regarding the transaction, including, but not limited, to:
Shipment method, tracking number and tracking details.
Correspondence between your buyer and yourself that proves you spoke to the buyer or received an e-mail message from the buyer with an acknowledgement of receipt of the merchandise and/or satisfaction with the transaction
You are required to provide valid tracking numbers for 95% of your U.S. shipments, not including items shipped by freight with a carrier not integrated with Amazon or small items that are shipped in Standard Mail envelopes or First Class Mail envelopes (such as screen protectors, greeting cards, etc.). As well, Amazon encourages you to require a signature confirmation.
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