亞馬遜買家投訴說產(chǎn)品的實際發(fā)貨地址與描述的不一樣，要我退錢給他？

買家跟我抱怨說，我listing中的產(chǎn)品描述說商品是從A市寄出的，可是它實際的發(fā)貨地址卻是B市，而且他看到其他賣家賣相同的產(chǎn)品（它是一本書，價格不貴），但是價格更便宜，就讓我把差價退給他。他是這樣說的：
“Your product description says ship from ‘Location A’, but this book is shipped from ‘Location B’. You lied!!!
Need refund for the slow shipment, I would rather pick other the $3.54 seller. Please refund price differences.”
我該怎么辦？如果他向亞馬遜投訴這件事，那我不就完蛋了？
已邀請:
挖掘海量數(shù)據(jù)，第一時間反映跨境電商行業(yè)的熱門風向，為跨境客戶提供真實客觀的市場決策依據(jù)。

瘋瘋癲癲

贊同來自: 、

要是我的話，我會這樣回復買家：
“Hello Buyer,
The 'ships from' location you see next to a seller's name is not a guarantee, but is meant to be a helpful guide based on where a given seller is primarily located. Many businesses have multiple warehouses, and Amazon doesn't provide the capability to associate each piece of merchandise with a specific warehouse.
I certainly did not lie to you. You are able to choose a delivery speed (standard, expedited, or 2-day) at the time of check-out which determines how quickly you will receive your item. You chose and paid for xx shipping, which provides you with an estimated delivery window of xx - xx. Whether you chose a book shipping from “Location A” or “Location B” or any other location, you should still expect to receive it in the same timeframe.
Your purchase was shipped on time, and is expected to be delivered on time, just as Amazon requires. Because there is no "slow" shipping apparent, and everything is proceeding exactly as it should, I can find no reason for a refund.
Seller”
樓主，你是在drop shipping（代發(fā)貨）？如果你是從B市發(fā)貨的，那你就不要在產(chǎn)品描述中說你是從A市發(fā)貨的，這樣買家肯定會覺得自己受騙了啊。你說商品價格不貴，而且買家只是要求把差價退給他。那我是覺得，如果你把錢退給他（還要記得修改一下listing），他應該是不會再追究的吧？

游泳的魚

贊同來自:

我們就怕碰到這種事，所以從不drop shipping。貨沒在自己手中感覺很不安全，出了事情也不知道怎么應對，感覺很虛。。。

Provence

贊同來自:

你就跟這個買家解釋說你不是只有一個發(fā)貨地點。因為A市的倉庫沒貨了（但是B市的倉庫有貨），為了保證物品能及時送達收貨地點，所以你選擇從B市發(fā)貨。
你有把貨及時送到，做了你應該做的事，如果他還是有怨言，那你可以讓他把貨退給你，然后你把錢退給他。

離大賣只差一步

贊同來自:

樓上說的沒錯。買家下訂單之后，賣家有及時發(fā)貨，而且“商品與描述相符”，有問題賣家也會幫忙解決，這些就夠了，為什么買家還要去在意發(fā)貨地址相不相同呢？

舊街舊巷等舊人

贊同來自:

樓主，如果你是在代發(fā)貨，那你要清楚亞馬遜“drop shipping”政策中的相關(guān)條例，如果違反的話，會很麻煩的：
Drop Shipping Policy
Drop shipping, or allowing a third party to fulfill orders to customers on your behalf, is generally acceptable. If you intend to fulfill orders using a drop shipper, you must always:
Be the seller of record of your products;
Identify yourself as the seller of your products on all packing slips and other information included or provided in connection with them;
Be responsible for accepting and processing customer returns of your products; Comply with all other terms of your seller agreement and applicable Amazon policies.?
Examples of drop shipping that is not permitted:
Purchasing products from another online retailer and having that retailer ship directly to customers;
Shipping orders with packing slips, invoices, or other information indicating a seller name or contact information other than your own.
Failure to comply with these requirements may result in the suspension or removal of your selling privileges.
“亞馬遜“代發(fā)貨”政策：
代發(fā)貨，又稱制造商直接出貨，是指零售商接收買家的訂單，然后將訂單轉(zhuǎn)發(fā)給第三方（制造商或供應商），由第三方直接發(fā)貨給買家。
一：如果賣家想在亞馬遜代發(fā)貨，那賣家必須：
1. 保留產(chǎn)品的銷售記錄；
2. 持有產(chǎn)品的裝箱單以及其他相關(guān)的產(chǎn)品信息；
3. 需要接收以及處理買家的退貨要求；
4. 遵守賣方協(xié)議的條款以及相關(guān)的亞馬遜政策。
二：代發(fā)貨的亞馬遜賣家：
1. 不能向其他零售商購買產(chǎn)品并讓其發(fā)貨給買家；
2. 產(chǎn)品的裝箱單、發(fā)票、以及相關(guān)的證明要寫著賣家本人的身份信息，而不是其他賣家的（身份信息）。
如果代發(fā)貨的賣家不遵守這些亞馬遜規(guī)定，那亞馬遜有權(quán)中止或是移除賣家的銷售特權(quán)?！?

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