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亚马逊包裹被偷了,买家没收到货要求退款,我现在该怎么办?

美国买家坚持说没收到货,可是物流信息显示包裹已经送到家门口了,美国邮政也确认包裹交付了,我觉得可能是被偷了,现在买家要求全额退款,该怎么办啊?
已邀请:
先别匆匆忙忙给买家退款,先表示下抱歉,接着表明你会联系美国邮政对此事进行调查。可以查下美国邮政是不是真交付了,说不定邮局的人搞错了还没送出去呢。同时也让客户跟邻居或是附近的人确认下有没有看到包裹,最后表明你很乐意尽快退款。
这些都做了之后,如果买家收到货了,你就不会再收到任何买家的消息;如果没收到那时再退款也不迟。

小飞象 - 亚马逊卖家,专注于跨境电商多年

赞同来自: 冰絮儿 跨境女王

我告诉你,你可以这样给买家回信,我之前就有过类似的经历,回信模板收好了,不谢!
Dear Buyer,
I am so very sorry to hear that you did not receive your package. If we are unable to find it I will, of course, issue a refund. I would like to try a few things that have successfully located packages in the past. I will call your post office and initiate a trace on the package. Sometimes the package is simply there, awaiting pickup. I will ask to speak with your post master who will check with your carrier.
Please, do, ask your family and neighbors. Many a lost package was simply laid aside by a family member and then forgotten. And sometimes your postal carrier leaves it with a neighbor because s/he doesn't want to leave it out in the weather.
If these measures don't work I will file a case with the postal inspector's office. Many carriers now have scanners that are equipped with GPS tracking and the postal inspectors can find out exactly where the package was delivered. If your package was delivered to the wrong address they may be able to retrieve it and get it to you.
I will let you know what I find out and, please, let me know if you are able to find it yourself. If we can't find it within a few days, I will refund and let you know what the postal inspectors find out. Be well.

mely_fang

赞同来自: 跨境女王

你可能要全额退款了,因为这会导致A-Z Claim啊,而且亚马逊觉得物流信息并不能证明产品确实已经交付,要是买家真发起A-Z Claim,最后肯定是你输。要不你搜下看看有没有类似的帖子,看其他卖家怎么做。
兄弟,听我的,全额退款吧,亚马逊不认为delivery to front door/porch就是真的交付了,要是有A to Z claim你肯定输,还会严重影响信誉的。

粉色味蕾

赞同来自: 跨境女王

同意2楼的说法,不过你可以试着看看能不能同买家、邮局的人一起找回产品,如果短期内没办法找回的话,那你还是退款吧。

一澄

赞同来自: 跨境女王

按你的情况来看,我觉得你回复买家时,开头可以这样写:
Dear Buyer,
Rest assured that if your package is not found, that you will receive a full refund.
这有助于安买家的心,同时也更让他们接受后续你所要说的内容。记住,狗急了也会跳墙的。如果你没有任何行动,而且解释又有逃避退款的嫌疑的话,那买家可能会直接发起Claim。通常,如果买家知道肯定能收到退款的话,也会愿意给你时间解决问题的。

too late

赞同来自: 跨境女王

有时美国邮政物流信息会出错啊。最近,有朋友通过美国邮政priority mail发重要文件给我,物流信息显示快件已经投递到邮箱了,但事实上我并没有收到。去了趟邮局,邮局经理说物流信息显示已交付,所以他也帮不上忙。跟邮局的人说那是文件很重要,一旦丢失就需要再请律师来重制之后,他们说会帮我找。几天之后,邮局跟我说找到了,原来是丢到了别人的邮箱。

沐雲

赞同来自:

楼主,吃一堑长一智,以后如果碰到产品的货值很高的话,最好还是购买保险以防万一啊。

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