亞馬遜入駐賣(mài)家對(duì)顧客的退貨申請(qǐng)?jiān)趺刺幚恚?

我們點(diǎn)擊進(jìn)入退貨申請(qǐng)（Return Request）界面后，可以看到頁(yè)面的左邊會(huì)有Authorize Required, Completed, Authorized, Closed by seller, Closed by Buyer, with A-to-Z Guarantee Claims 這些狀態(tài)，我們可以點(diǎn)擊篩選想要狀態(tài)的退貨申請(qǐng)（Return Request）, 如下圖就是一個(gè)新的退貨等待我們處理：

從上圖的Return Reason和Buyer Comment這兩項(xiàng)信息（非常重要，直接決定買(mǎi)家為什么要開(kāi)這個(gè)Return Request）來(lái)決定采取怎么樣的回應(yīng)上圖的右方有四個(gè)選項(xiàng)：Authorize Request , Close Request, Issue Refund, Contact Buyer.

首先我們從最后一項(xiàng)Contact Buyer說(shuō)起
Message the buyer to discuss the issue and work toward a resolution. If you offer pre-paid returns these can be sent to the buyer through this channel.
在亞馬遜平臺(tái)，不，應(yīng)該是任何一個(gè)貿(mào)易平臺(tái)當(dāng)中，遇到退貨，糾紛這些問(wèn)題我們的第一反應(yīng)一定要是：Contact Buyer聯(lián)系客戶。客戶開(kāi)糾紛，提交退貨申請(qǐng)肯定是有不滿意的地方，這些不滿意的地方我們可以通過(guò)上面提到的Return Reason和Buyer Comment了解一個(gè)大概內(nèi)容，但是要深入問(wèn)題同時(shí)和客戶協(xié)商解決問(wèn)題才是我們的最終目的，所以溝通是我們的解決問(wèn)題的第一步，溝通好了或者溝通未果，我們就可以采取下一步動(dòng)作。

Issue Refund?
Issue a refund for the item, either after you receive the item back, or immediately if you allow the buyer to keep the item. This action will release the refund to the buyer. If you have decided to have the item returned, please remember to issue the refund only after you have received the item back.
退款，退款要保證是您收到了客戶的退貨以后或者您干脆自己覺(jué)得不要這個(gè)產(chǎn)品了讓買(mǎi)家直接保留這個(gè)產(chǎn)品的天前提下，您就可以立馬退款。因?yàn)辄c(diǎn)擊操作Issue Refund，這筆訂單的款項(xiàng)就如退回給買(mǎi)家，所以如果您決定要客戶把貨物退回給您，那么請(qǐng)一定要記?。菏盏酵素浟瞬沤o客戶退款，否則有可能”錢(qián)貨兩空“。

Close Request?
Close the return request if you plan on providing a refund without requiring the items return or if you decide not to accept a return (for example if the request is outside of the return policy). Select the reason for closing the request and provide comments to the buyer. Once the request is closed, Amazon will send the buyer a message with the closure reason.?
Note: Either the seller or the buyer can close a return request.
取消這個(gè)退貨申請(qǐng)，一般這種操作是賣(mài)家雙方協(xié)商一致的解決方案，買(mǎi)賣(mài)雙方都可以私自取消Return Request，但是不要因?yàn)橘u(mài)家可以取消就只要一來(lái)退貨申請(qǐng)就立馬取消，取消是基于雙方溝通后協(xié)商一致的結(jié)果，而不是單方面的任意取消。當(dāng)賣(mài)家取消Return Request是需要填寫(xiě)取消的原因的。

Authorize Request?
Review the request and authorize the buyer to return the item. This first step only authorizes the return shipment of the item to you.
授權(quán)退貨，就是說(shuō)買(mǎi)家提出退貨請(qǐng)求，賣(mài)家同意退就退。