亞馬遜A-Z是什么？簡單來說就是買家通過A-Z向賣家提起退款申請(qǐng)。 引導(dǎo)客戶關(guān)閉A-Z是在你理虧的情況下，為了賬戶分?jǐn)?shù)，向買家妥協(xié)商量的行為。 過多的索賠申請(qǐng)亞馬遜會(huì)封掉你的賬戶，所以要把你的A-Z索賠申請(qǐng)數(shù)量降到最低。
一、時(shí)間限制：7日
如果7天之內(nèi)沒有對(duì)郵件中的相關(guān)問題做出及時(shí)滿意的答復(fù)，提供充足的信息。根據(jù)交易金額，亞馬遜會(huì)在Amazon payment 記上欠賬。
二、 情景一：沒收到貨
這是最常見的開A-Z的原因，所以在商品售出后最好給客戶一個(gè)物流反饋， 減少差評(píng)，AZ的可能。
解決：1、 追蹤號(hào)顯示已經(jīng)送達(dá)， 但是客戶沒有收到。
直接把跟蹤號(hào)和日期寫上，表達(dá)一下， 貨物已送達(dá)， 客戶沒有注意簽收不是我們的過失。
Dear amazon team,
Our product has been delivery to customer on XX date.
So we believe it’s not our responsibility for customer not receive the item.
We will have contact customer and hope to solve this with him.
Hope you could help to close this AZ, thank you.
2、追蹤號(hào)不是亞馬遜承認(rèn)的物流方式：這個(gè)基本上只能讓客戶幫忙關(guān)閉AZ。
Dear customer,
We are sorry that the item still not reach you.
Maybe the item ship to the wrong address.
For that we will responsible for it.
Would you like a refund or resent of the item?
Waiting for your reply.
等客戶回復(fù)后，直接問客戶是否滿意解決，然后說如果問題解決了，請(qǐng)給關(guān)閉這個(gè)AZ。但是， 如果一直聯(lián)系不上客戶，7天內(nèi)， 自己主動(dòng)去退款吧。
情景二：產(chǎn)品細(xì)節(jié)問題，比如尺碼，破損。
根據(jù)具體情況回?fù)簦撼叽a問題比較容易解決，只要是我們已經(jīng)寫上尺寸，你可以說買家沒有看清楚我們的碼數(shù)，不是我們的責(zé)任。
破損：收到就壞了，也是基本只能聯(lián)系客戶， 勸關(guān)閉az，收到用了一段時(shí)間，可以說是客戶使用不當(dāng)造成的產(chǎn)品損壞。
以下可以參考：
Dear Buyer,
Thank you for contacting us about the problem of your recent order. Hopefully we have fully resolved your issue. If you think the problem is now solved and would like to withdraw the A-to-z Claim, which you filed eariler on this order__________(訂單ID), we would greatly appreciate it.
Here are the steps to withdraw your A-to-z claim in the orders section of Your Account.
★To withdraw a claim for purchases made on Amazon.com
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.
We hope you have a pleasant day, thank you for shopping at __________(這放店鋪名).
Yours sincerely,
_______(店鋪名) Customer Service Team
其實(shí)前期做好物流工作， 一般是不會(huì)收到這類的申訴的。
其實(shí)，客戶如果沒給差評(píng)，也是只要想解決問題，拿回自己的錢而已。要好好想想前期能做的工作，認(rèn)真做好， 這樣差評(píng)AZ才能減少。
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