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亚马逊买家投诉说产品的实际发货地址与描述的不一样,要我退钱给他?

买家跟我抱怨说,我listing中的产品描述说商品是从A市寄出的,可是它实际的发货地址却是B市,而且他看到其他卖家卖相同的产品(它是一本书,价格不贵),但是价格更便宜,就让我把差价退给他。他是这样说的:
“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.”
我该怎么办?如果他向亚马逊投诉这件事,那我不就完蛋了?
已邀请:

疯疯癫癫

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要是我的话,我会这样回复买家:
“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”

当地陈妹子

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楼主,你是在drop shipping(代发货)?如果你是从B市发货的,那你就不要在产品描述中说你是从A市发货的,这样买家肯定会觉得自己受骗了啊。你说商品价格不贵,而且买家只是要求把差价退给他。那我是觉得,如果你把钱退给他(还要记得修改一下listing),他应该是不会再追究的吧?

游泳的鱼

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我们就怕碰到这种事,所以从不drop shipping。货没在自己手中感觉很不安全,出了事情也不知道怎么应对,感觉很虚。。。

Provence

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你就跟这个买家解释说你不是只有一个发货地点。因为A市的仓库没货了(但是B市的仓库有货),为了保证物品能及时送达收货地点,所以你选择从B市发货。
你有把货及时送到,做了你应该做的事,如果他还是有怨言,那你可以让他把货退给你,然后你把钱退给他。

离大卖只差一步

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楼上说的没错。买家下订单之后,卖家有及时发货,而且“商品与描述相符”,有问题卖家也会帮忙解决,这些就够了,为什么买家还要去在意发货地址相不相同呢?

旧街旧巷等旧人

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楼主,如果你是在代发货,那你要清楚亚马逊“drop shipping”政策中的相关条例,如果违反的话,会很麻烦的:
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.
“亚马逊“代发货”政策:
代发货,又称制造商直接出货,是指零售商接收买家的订单,然后将订单转发给第三方(制造商或供应商),由第三方直接发货给买家。
一:如果卖家想在亚马逊代发货,那卖家必须:
1. 保留产品的销售记录;
2. 持有产品的装箱单以及其他相关的产品信息;
3. 需要接收以及处理买家的退货要求;
4. 遵守卖方协议的条款以及相关的亚马逊政策。
二:代发货的亚马逊卖家:
1. 不能向其他零售商购买产品并让其发货给买家;
2. 产品的装箱单、发票、以及相关的证明要写着卖家本人的身份信息,而不是其他卖家的(身份信息)。
如果代发货的卖家不遵守这些亚马逊规定,那亚马逊有权中止或是移除卖家的销售特权。”

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