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亚马逊买家不想出退货运费,提交了2个AZ(撤了一个),该怎么回复?

有个买家在8.2下订单,我当天就发货,8.6快递被签收(预计的交付时间是8.7-8.11)。然后他申请了第一个az,但是没过多久就撤回了。他是这样说的:
“willing to keep half the order due to needing the full order faster than what it was sent. None have been used yet. However, I refuse to pay return shipping. If your company won't pay the return shipping and return the items at the value I paid I'll simply contract the credit card in which the item was paid for on and have them handle the credit. Please advise on how your company would like to proceed.”
他抱怨快递不够快(快递有在预计交付日期前送达),所以只想退一半的订单(他总共买了2件产品,然后想留着1件),而且拒绝出退货的运费。
事情还没完,撤消后,他又申请了一个az,这回的理由是“received late”。。。
我算是看出来了,他就是后悔、不想要这些商品了,想退,还东拉西扯的,我也是服了他了。
我要怎么回复这个az比较好呢?请大神指点,蟹蟹!
已邀请:

晓娴

赞同来自: 跨境女王

把事情讲清楚就好。注意一下,你可以分几段来写,但是每段的开头一定要提到关键点。比如这样:
1. We delivered 1 day early. 
Customer ordered on Aug. 2nd and was given an estimated delivery date of the 7th through the 11th. We shipped this same day with UPS/USPS Ground tracking #xxxx and it was delivered on Aug. 6th.
2. Customer doesn’t want to pay return shipping for remorse return.
Customer submitted 2 return requests, which we approved same day. Customer is trying to get around paying return shipping for their buyers remorse return.
要记得把第一个az中他说的话引用过来:
1. Customer opened an A to Z claim, which he withdrew.
And here are his comments:
”willing to keep half the order due to needing the full order faster than what it was sent. None have been used yet. However, I refuse to pay return shipping. If your company won't pay the return shipping and return the items at the value I paid I'll simply contract the credit card in which the item was paid for on and have them handle the credit. Please advise on how your company would like to proceed.”
You can read from it that he wants to keep part of the order, just not all of it. 
2. He then opened a second A to Z claim when he claims it was “received late”, but the tracking proves it was received early.
This is a buyers remorse return and it is Amazon's policy that buyers pay for return shipping.

小刀

赞同来自: 跨境女王

楼主,你应该让亚马逊知道,你想让他们采取什么行动(让他们驳回客户的claim,要说明理由):
Please deny this A-Z as it is out of policy for the reasons:
Purchase was delivered as described and before the end of the Delivery Window. A-Z Claim of 'late' is false.
Customer wanted a discretionary return, but has not returned product.
Customer extortion - threatened CC Chargeback prior to returning goods.
Customer has not met any of the criteria for filing A-Z

kaqinia

赞同来自: 跨境女王

附上亚马逊的政策,这样更有说服力:
1. 
Customer policy: 
"How Refunds Are Issued:
Most refunds are issued based on the payment method used at the time of purchase....You will still need to return your items within 30 days."
“买家应在购买的30天内退还物品,然后卖家再退款”

薇复古.

赞同来自: 跨境女王

而且要说到这个买家的做法不符合申请az的条件:
A-Z conditions not met:
"You can file a claim when all of the following applies: 
You have contacted the third-party seller through Your Account.
You have waited two business days for a response.
Your request meets one of our A-to-z Guarantee conditions below.
The third-party seller failed to deliver the item by 3 days past the maximum estimated delivery date or 30 days from the order date, whichever is sooner.
The item you received was damaged, defective, or materially different from the item represented on the product detail page.
The third-party seller agreed that they'd refund you, and they either haven't refunded you at all or the refund is in the wrong amount.
楼上的方法可行。如果shipping label上没有写包裹的重量信息,你可以联系邮局,给他们tracking number,问一下退回来的包裹重量是多少。
然后把前后的重量对比情况发给买家,问他是不是不小心弄错了,再说等他把产品退回来后你就退钱
楼主,再说一下AZ被否决的原因,来支撑你的论点(注意黑体字部分):
The common reasons for a A-Z claim being denied include:
The item received was the same as described by the seller.
The item was received and the seller provided verification of delivery.
You failed to respond to a request for further information.
The claim was filed due to buyer remorse rather than an actual issue with the item.
You filed a chargeback with your payment processor or bank.
You were unwilling to return the item to the seller.
Amazon regarded the claim as inappropriate."

Hopeless

赞同来自: 跨境女王

买家只下了一个订单,却申请两个AZ claim?这样好像是违反规定的吧?你在回复az的时候可以提一下

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