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亚马逊部分退款会不会违反规则

亚马逊百马汇顾问郑老师18926477009 回复了问题 • 2 人关注 • 1 个回复 • 288 次浏览 • 2020-05-22 17:20 • 来自相关话题

为啥联系客户改差评的邮件得不到客户的回应?

售后亦如往昔° 发表了文章 • 0 个评论 • 3179 次浏览 • 2016-12-12 16:18 • 来自相关话题

经常有卖家询问,收到差评后,发了很多邮件给客户,客户要么不回应,要么是接受退款,但退款后再联系客户改差评时,客户却再也不回复了,面对这种情况该怎么办呢?

对于改差评这件事,我们需要明白几个度

第一,亚马逊平台是禁止卖家威胁或者利诱客户修改评价的,以退款作为条件修改差评,这是属于利诱的一种;

第二,亚马逊平台是严禁卖家为评价或其他事项频繁骚扰客户的,如果客户没有回应,而你又持之以恒的每天一封邮件的发给客户跟催,一旦被客户投诉到平台,将可能面临着平台严厉的处罚,严重者可能直接导致账号被封;

第三,亚马逊平台上客户留评价率非常低,一般留了差评的顾客,除了极少数恶意留评的之外,要么是被你的产品和服务气坏了,要么是这人本来就是一根筋,所以你在联系客户前首先要想明白该如何和这类人沟通,这个非常重要。

理解了处理差评时的基本原则,我们再来看一个实际的案例,看看这个卖家在实际处理中有哪些无效的处理方式。

客户留了一个一星的评价,评价内容如下:

Doesn't work for my dogs---waste of money. Had to spend lots of $$ for a containment System!

希望能够协商修改评价,卖家发给客户的第一封如下:

Dear XXX,

Good day .

We see you ordered a dog whistle from our store, from your review, i understand that you are not satisfied with the product, I'm really sorry for that.

Could you please try to flow the step?

1. Call or train dog to stop barking. Change frequencies since different dogs respond to different frequencies.

2. Teach dog commands and let him learn basic hand movements while whistling different times for each command.

3. Control dog whenever he gets out of line and make it listen and obey.

4. A cover that goes over the whistle so that it is not exposed and protected at all times.

If the item still Doesn't work for your dogs, please contact us, we will full refund you .

然后,客户回复:

Please refund. Thank You!

然后,卖家回复客户如下:

Dear XXX ,

This item is Fulfilled by Amazon, you can apply to refund, Amazon will full refund you .

We are sorry to bring you any inconvenience, If it is convenient to you, could you please kindly update your review, which will be a big motive to us and to our hard work as well as service.

Looking forward to hear from you.

然后呢?就没有然后了。

差评依然没有修改过来,客户也依然没有收到退款,卖家觉得很委屈:我已经联系客户了呀!可是,很多时候,如果方法不得当,看似勤奋的付出也往往只是无用功。

先放开这个案例不谈,我们来看看在收到客户差评后我们联系客户的逻辑。

之所以要联系客户,表面上是为了给客户提供满意的购物体验,实际上是为了借客户之手消除差评,而同时呢,还不能违反平台规则,所以,卖家需要基于以上几点的考虑来起草邮件,面子、里子和规则,缺一不可。

面子的层面上,需要对客户表示道歉:看到你的评价,知道你对我们的产品或者服务不满意,我们感觉到非常抱歉,作为一个专业的负责任的卖家,我们希望为每一位顾客提供100%满意的产品和服务,所以,我现在联系你,希望能够做出一些补救措施。对于我们团队来说,我们愿意为顾客的不满意提供100%无条件的退款,如此等等。

里子上呢?退款的目的是为了让客户改差评,但考虑到平台规则,又不能赤裸裸的说“我给你退款,你给我改差评,好不好?”所以,在邮件中,需要对要求客户改差评这件事做一个委婉的表达,接着上一段的邮件内容:所以,对于你的这次不满意的购物经历,我们愿意给你提供全额退款,但希望你在收到退款后,结合新的体验,更新一下你的评价,好吗?

注意,上面的一句话一定要连接在一起,一气呵成,中间是逗号,最后才是问号。而且,邮件中的更新评价是用Update,而不是用Change或者Remove。Update是一个中性的词,符合平台的规则,但客户能够从你的邮件中读出你所谓的update就是“把现在的差评改成好评”,而后一句“结合新的体验,更新一下你的评价”同样不违背平台规则,最后的问好是对前边两个句子的同时提问,如果客户回复OK,则意味着客户同时接受了退款和改差评两个条件,如果后续客户收到退款后不再回应也不帮你修改评价,你至少还可以多一个向亚马逊平台申诉的机会:客户同意在收到退款后帮我们update评价,对于这种不守信用的用户,建议亚马逊做出公平的处理,等等等等,至少可以给自己留一手牌。

当然,即便以上的邮件,客户也未必会真的帮你修改了评价,但相比较而言,这样的邮件胜算的概率肯定是要大于无头苍蝇般胡乱写来得有效了。

最后,点评一下文中案例的邮件。当客户不满意时,不需要过多的辩解,也不需要过多的做技术层面上的解释,难道你还真的指望能够教会一个不满意的客户?更何况还不确定客户的不满意是不是你产品本身确实有问题呢。但上面的邮件中,卖家显然忽略了这一点,做了过多的解释。而当客户同意退款后,卖家其实是可以直接点击退款了事的,却把退款的事又推到平台层面上--你可以直接申请退款,如果客户不是申请退款而是开启A-to-Z呢?那卖家岂不是把自己一步步推到一个更糟糕的境地?

所以,任何时候,再联系客户的过程中,一定要明白自己的关切点和客户的需求点,以客户的需求点为饵,把自己的关切点融入进去,从而形成客户需求点和自己关切点一致,此时才能做到解决问题于无形之中。

否则,看似很努力,其实都是无用功。 查看全部
经常有卖家询问,收到差评后,发了很多邮件给客户,客户要么不回应,要么是接受退款,但退款后再联系客户改差评时,客户却再也不回复了,面对这种情况该怎么办呢?

对于改差评这件事,我们需要明白几个度

第一,亚马逊平台是禁止卖家威胁或者利诱客户修改评价的,以退款作为条件修改差评,这是属于利诱的一种;

第二,亚马逊平台是严禁卖家为评价或其他事项频繁骚扰客户的,如果客户没有回应,而你又持之以恒的每天一封邮件的发给客户跟催,一旦被客户投诉到平台,将可能面临着平台严厉的处罚,严重者可能直接导致账号被封;

第三,亚马逊平台上客户留评价率非常低,一般留了差评的顾客,除了极少数恶意留评的之外,要么是被你的产品和服务气坏了,要么是这人本来就是一根筋,所以你在联系客户前首先要想明白该如何和这类人沟通,这个非常重要。

理解了处理差评时的基本原则,我们再来看一个实际的案例,看看这个卖家在实际处理中有哪些无效的处理方式。

客户留了一个一星的评价,评价内容如下:

Doesn't work for my dogs---waste of money. Had to spend lots of $$ for a containment System!

希望能够协商修改评价,卖家发给客户的第一封如下:

Dear XXX,

Good day .

We see you ordered a dog whistle from our store, from your review, i understand that you are not satisfied with the product, I'm really sorry for that.

Could you please try to flow the step?

1. Call or train dog to stop barking. Change frequencies since different dogs respond to different frequencies.

2. Teach dog commands and let him learn basic hand movements while whistling different times for each command.

3. Control dog whenever he gets out of line and make it listen and obey.

4. A cover that goes over the whistle so that it is not exposed and protected at all times.

If the item still Doesn't work for your dogs, please contact us, we will full refund you .

然后,客户回复:

Please refund. Thank You!

然后,卖家回复客户如下:

Dear XXX ,

This item is Fulfilled by Amazon, you can apply to refund, Amazon will full refund you .

We are sorry to bring you any inconvenience, If it is convenient to you, could you please kindly update your review, which will be a big motive to us and to our hard work as well as service.

Looking forward to hear from you.

然后呢?就没有然后了。

差评依然没有修改过来,客户也依然没有收到退款,卖家觉得很委屈:我已经联系客户了呀!可是,很多时候,如果方法不得当,看似勤奋的付出也往往只是无用功。

先放开这个案例不谈,我们来看看在收到客户差评后我们联系客户的逻辑。

之所以要联系客户,表面上是为了给客户提供满意的购物体验,实际上是为了借客户之手消除差评,而同时呢,还不能违反平台规则,所以,卖家需要基于以上几点的考虑来起草邮件,面子、里子和规则,缺一不可。

面子的层面上,需要对客户表示道歉:看到你的评价,知道你对我们的产品或者服务不满意,我们感觉到非常抱歉,作为一个专业的负责任的卖家,我们希望为每一位顾客提供100%满意的产品和服务,所以,我现在联系你,希望能够做出一些补救措施。对于我们团队来说,我们愿意为顾客的不满意提供100%无条件的退款,如此等等。

里子上呢?退款的目的是为了让客户改差评,但考虑到平台规则,又不能赤裸裸的说“我给你退款,你给我改差评,好不好?”所以,在邮件中,需要对要求客户改差评这件事做一个委婉的表达,接着上一段的邮件内容:所以,对于你的这次不满意的购物经历,我们愿意给你提供全额退款,但希望你在收到退款后,结合新的体验,更新一下你的评价,好吗?

注意,上面的一句话一定要连接在一起,一气呵成,中间是逗号,最后才是问号。而且,邮件中的更新评价是用Update,而不是用Change或者Remove。Update是一个中性的词,符合平台的规则,但客户能够从你的邮件中读出你所谓的update就是“把现在的差评改成好评”,而后一句“结合新的体验,更新一下你的评价”同样不违背平台规则,最后的问好是对前边两个句子的同时提问,如果客户回复OK,则意味着客户同时接受了退款和改差评两个条件,如果后续客户收到退款后不再回应也不帮你修改评价,你至少还可以多一个向亚马逊平台申诉的机会:客户同意在收到退款后帮我们update评价,对于这种不守信用的用户,建议亚马逊做出公平的处理,等等等等,至少可以给自己留一手牌。

当然,即便以上的邮件,客户也未必会真的帮你修改了评价,但相比较而言,这样的邮件胜算的概率肯定是要大于无头苍蝇般胡乱写来得有效了。

最后,点评一下文中案例的邮件。当客户不满意时,不需要过多的辩解,也不需要过多的做技术层面上的解释,难道你还真的指望能够教会一个不满意的客户?更何况还不确定客户的不满意是不是你产品本身确实有问题呢。但上面的邮件中,卖家显然忽略了这一点,做了过多的解释。而当客户同意退款后,卖家其实是可以直接点击退款了事的,却把退款的事又推到平台层面上--你可以直接申请退款,如果客户不是申请退款而是开启A-to-Z呢?那卖家岂不是把自己一步步推到一个更糟糕的境地?

所以,任何时候,再联系客户的过程中,一定要明白自己的关切点和客户的需求点,以客户的需求点为饵,把自己的关切点融入进去,从而形成客户需求点和自己关切点一致,此时才能做到解决问题于无形之中。

否则,看似很努力,其实都是无用功。

2015年4月15日下的单,今天却开case说“receive damage"

亚马逊 郭童鞋要上岸 回复了问题 • 4 人关注 • 1 个回复 • 2036 次浏览 • 2016-07-26 15:18 • 来自相关话题

与customers沟通技巧20招,私藏模板拿来分享~

售后嗅嗅 发表了文章 • 5 个评论 • 3672 次浏览 • 2016-06-22 11:09 • 来自相关话题

1)付款阶段 

1,A,买家未付款催单技巧:(Awaiting Payment) 

Dear valued Customer, 

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you! 

Seller ID 

B,款项正在审核阶段(Pending payment verification) 

Dear Valued Customer, 

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us. 
Thank you ! 

Seller ID 

2)订单付完款后,发货前 

2,买家下完单,但是缺货断货,可推荐其他产品或者同意退款,询问买家意见 

Dear Valued Customer, 

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer. 
We look forwarding to hearing from you soon. 
Thank you. 

Seller ID 

3)买家所在的国家地址较偏远,不能包邮,建议买家补运费 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund. 
We are sorry for any inconvenience this may have caused. Please let us know which you prefer. 
Thank you. 

Seller ID 

4)买家选择的是DHL发货,但是卖家只能用E-邮宝或者小包发货,询问买家是否愿意接受? 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL(四大快递) at this point. We can only ship your item(s) via E-packet (或者其他的货运方式)which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method. 
We look forward to hearing from you soon. 
Thank you. 

Seller ID 

5)卖家不能正常发货(例如春节长假),请买家同意延长备货期 

Dear Valued Customer, 

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it? 
Thank you for your understanding and patience. 

Seller ID 

3 发货后 

6)卖家发货了,告知买家发货方式和查询网址 

Dear customer, 

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com for updates. 
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us. 
Thank you. 

Seller ID 

7)货物被物流公司丢失,询问买家是否同意重新发货? 

Dear Valued Customer, 

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused 
Thank you. 

SellerID 

8)货物正常在途,请买家等待 

Dear Valued Customer, 

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered. 
Best Regards! 

Seller ID 

9)货物到达买家海关,请买家去清关(确认买家需要交关税的情况) 

Dear Valued Customer, 

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay. 
If you have any questions, please feel free to contact us directly and we will be glad to assist you. 
Thank you. 

Seller ID 

10)货物妥投,但是妥投的具体地址和签收人不一致,请买家再次核实 

Dear Valued Customer, 

Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package. 
If you have not yet received your package, please feel free to contact us directly. Thank you. 

Seller ID 

11)官网查询买家已签收包裹,提醒买家确认收货并留好评 

Dear Valued customer, 

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback. 
If you have any questions, please feel free to contact us. 
Thank you! 

Seller ID 

4 买家开启纠纷(包括普通纠纷和平台纠纷) 

12)买家投诉货物与描述不符,询问具体原因和请买家提供证据 

Dear Valued Customer, 

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time. 

Seller ID 

13)买家投诉部分收到货物,询问具体收到的数量,考虑补发 

Dear Valued Customer, 

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution. 
Thank you for your time. 

Seller ID 

14)买家将纠纷升级到平台,继续跟买家沟通 

Dear Valued Customer, 

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution. 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

15)纠纷升级到平台,等待平台纠纷专员裁决期间,仍争取跟买家沟通 

Dear Valued Customer, 

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally. 
Could you please propose a solution to the current problem you are having? 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

16)如果买家收到的货确实货不对版或者质量问题,也提供了证据给您,询问买家的方案 

Dear Valued Customer, 

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible. 
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况). 
(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund. 

Please let us know which option you would prefer. 
Thank you! 

Seller ID 

17)如果买家接受了部分退款,保留货物的意见,告知会同意部分退款或者找客服帮忙 

Dear Valued Customer, 

Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”. 
Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us. 
Thank you 

Seller ID 

18)如果买家就是不喜欢收到的货(自身原因),坚持就要退货,可告知买家风险 

Dear Valued Customer, 

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund. 
Please note that you will have to pay the shipping fee for returning the item(s). 
Below is our return shipping address: 
(详细英文退货地址:包括收件人姓名,电话,邮编,买家需要选择的货运方式和申报价格等) 
Contact name: 
shipping address: 
Zip Code: 
Tel: (required) 
Kind reminder: 
Returned goods must remain intact and in perfect condition
Remember to mark "Order No." and “Returned Goods" on the parcel. 

Please let me know the shipment tracking number once you have shipped the package. 
Thank you, 

Seller ID 

19)同意买家退货,询问买家退货进度 

Dear Valued Customer, 

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods. 
We look forward to hearing from you soon. 
Thank you! 

Seller ID 

20)收到买家的退货,同意退款给买家,希望下次可以再合作 

Dear Valued Customer, 

We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards! 

Seller ID

希望可以为我点赞哦,谢谢大家!
  查看全部
1)付款阶段 

1,A,买家未付款催单技巧:(Awaiting Payment) 

Dear valued Customer, 

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you! 

Seller ID 

B,款项正在审核阶段(Pending payment verification) 

Dear Valued Customer, 

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us. 
Thank you ! 

Seller ID 

2)订单付完款后,发货前 

2,买家下完单,但是缺货断货,可推荐其他产品或者同意退款,询问买家意见 

Dear Valued Customer, 

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer. 
We look forwarding to hearing from you soon. 
Thank you. 

Seller ID 

3)买家所在的国家地址较偏远,不能包邮,建议买家补运费 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund. 
We are sorry for any inconvenience this may have caused. Please let us know which you prefer. 
Thank you. 

Seller ID 

4)买家选择的是DHL发货,但是卖家只能用E-邮宝或者小包发货,询问买家是否愿意接受? 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL(四大快递) at this point. We can only ship your item(s) via E-packet (或者其他的货运方式)which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method. 
We look forward to hearing from you soon. 
Thank you. 

Seller ID 

5)卖家不能正常发货(例如春节长假),请买家同意延长备货期 

Dear Valued Customer, 

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it? 
Thank you for your understanding and patience. 

Seller ID 

3 发货后 

6)卖家发货了,告知买家发货方式和查询网址 

Dear customer, 

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com for updates. 
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us. 
Thank you. 

Seller ID 

7)货物被物流公司丢失,询问买家是否同意重新发货? 

Dear Valued Customer, 

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused 
Thank you. 

SellerID 

8)货物正常在途,请买家等待 

Dear Valued Customer, 

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered. 
Best Regards! 

Seller ID 

9)货物到达买家海关,请买家去清关(确认买家需要交关税的情况) 

Dear Valued Customer, 

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay. 
If you have any questions, please feel free to contact us directly and we will be glad to assist you. 
Thank you. 

Seller ID 

10)货物妥投,但是妥投的具体地址和签收人不一致,请买家再次核实 

Dear Valued Customer, 

Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package. 
If you have not yet received your package, please feel free to contact us directly. Thank you. 

Seller ID 

11)官网查询买家已签收包裹,提醒买家确认收货并留好评 

Dear Valued customer, 

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback. 
If you have any questions, please feel free to contact us. 
Thank you! 

Seller ID 

4 买家开启纠纷(包括普通纠纷和平台纠纷) 

12)买家投诉货物与描述不符,询问具体原因和请买家提供证据 

Dear Valued Customer, 

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time. 

Seller ID 

13)买家投诉部分收到货物,询问具体收到的数量,考虑补发 

Dear Valued Customer, 

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution. 
Thank you for your time. 

Seller ID 

14)买家将纠纷升级到平台,继续跟买家沟通 

Dear Valued Customer, 

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution. 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

15)纠纷升级到平台,等待平台纠纷专员裁决期间,仍争取跟买家沟通 

Dear Valued Customer, 

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally. 
Could you please propose a solution to the current problem you are having? 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

16)如果买家收到的货确实货不对版或者质量问题,也提供了证据给您,询问买家的方案 

Dear Valued Customer, 

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible. 
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况). 
(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund. 

Please let us know which option you would prefer. 
Thank you! 

Seller ID 

17)如果买家接受了部分退款,保留货物的意见,告知会同意部分退款或者找客服帮忙 

Dear Valued Customer, 

Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”. 
Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us. 
Thank you 

Seller ID 

18)如果买家就是不喜欢收到的货(自身原因),坚持就要退货,可告知买家风险 

Dear Valued Customer, 

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund. 
Please note that you will have to pay the shipping fee for returning the item(s). 
Below is our return shipping address: 
(详细英文退货地址:包括收件人姓名,电话,邮编,买家需要选择的货运方式和申报价格等) 
Contact name: 
shipping address: 
Zip Code: 
Tel: (required) 
Kind reminder: 
Returned goods must remain intact and in perfect condition
Remember to mark "Order No." and “Returned Goods" on the parcel. 

Please let me know the shipment tracking number once you have shipped the package. 
Thank you, 

Seller ID 

19)同意买家退货,询问买家退货进度 

Dear Valued Customer, 

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods. 
We look forward to hearing from you soon. 
Thank you! 

Seller ID 

20)收到买家的退货,同意退款给买家,希望下次可以再合作 

Dear Valued Customer, 

We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards! 

Seller ID

希望可以为我点赞哦,谢谢大家!
 

经典FAQ:A-to-z Guarantee claims处理结果和一些应对方法

纠纷moss 发表了文章 • 3 个评论 • 10814 次浏览 • 2016-06-07 09:32 • 来自相关话题

A-to-z Guarantee claims(ATZ) Claim Status
先说说提出索赔的时间范围
• 买家可早于预计最迟送达日期3个日历日或在订单日期后30天内提索赔
• 从预计最迟送达日期算起,买家有 90 天时间提出索赔

Claim Status:

1认可索赔 卖家提供资金Claim Granted Amazon Funded

得到这种情况一般多存在于新手。申述回复之后几天最容易碰见的,没理由或者理由不充分,又或者直接不处理7天之后亚马逊自动判决的结果。

2认可索赔 亚马逊提供资金Claim Granted Amazon Funded

说明卖家已经掌握了一些申述技巧。有理由的情况下,比如货物已经投递成功了买家说没收到,或者针对买家给亚马逊的话来攻破。就跟处理差评样,针对不合理的或者逻辑混乱的点陈述非常有效。

但货质量并不是很好的情况,难免理由不充分了。所以讲一个例子参考:收到ATZ之后,你应该淡定,对不对,不就一个ATZ嘛。首先要跟卖家发邮件,但不要立马发,因为刚开不久卖家火很大。隔1天的样子,火气消了点,态度好点跟买家说这件事其实有更好的处理方法,请他先撤销,如果能,当然好,但一般是然并卵。但这点很重要,让亚马逊看到了你是在跟卖家有效沟通,看到了你的态度。第三天你再发第二封邮件,说你是希望与他一起处理这个问题,能不能拍一些产品图片以及说明更多细节。OK,第三步马上开始申述,说一下事情经过,你积极与买家沟通并且提出了解决方案,想得到更多产品质量细节买家甚至不能提供一张图片,希望亚马逊能给出一个公平结果。
处理结果几天内就完成。如果你是亚马逊ATZ处理小组的人看到这个投诉会怎么想?卖家态度非常积极,合情合理,对比买家理由:亚马逊请相信我,这个逗逼绝比卖假货,如果能给-星,我会给-5星!等等 然并卵
考虑双方感受,认可索赔 亚马逊提供资金.

3订单已退款 Order Refunded

这种是你直接退款省去麻烦,但是个人来说并不推荐,因为都这样的话,就承认了你质量差卖假货等等,多次这样操作不等于亚马逊给你店铺打了个大问号吗。尝试撤销处理或者让亚马逊分不清锅自己赔。这样不管结果如何,你也学到了处理ATZ的经验。

4 索赔已被拒绝 Claim Closed

买家就是逗逼,提一些毫无理由的投诉。如不相信自己退货后卖家会退款,不接受退货想直接得到付款等等。

5索赔已被撤销 Claim Withdrawm

经过有效沟通,撤销了投诉。但分2种,一种是在索赔开启后还没结束前,一种是已经索赔后的事了,但比较少,比如开启投诉原因是没收到货,但索赔结束很多天后这个逗逼说邻居代收了感谢您。
索赔解决之前买家撤销索赔方法:
• 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.

如果是索赔已经过去,撤销方法:
必须联系 claim-delivery-confirmation@amazon.com 并提供订单编号,而且必须允许亚马逊向其信用卡重新扣除订单款项。

6 订单取消Order Cancelled 卖家自行取消订单别以为只扣一百分没事了,说不定一个买家下订单买条裤子后就去旅游了,回来后想穿发现取消订单了。(老子裤子都脱了你给我看这个?

7 在审核中 顾名思义还没处理完。

这里特别注意,千万不能在索赔里面随便乱写,宁愿退款。最最恐怖的一个例子,员工有事请假了,老板看到一个ATZ,咦这是什么,居然说我产品有问题!申述理由:简单几个单词,还是拼写错误的。导致这个ATZ审核长达半个多月,亚马逊审核看不懂,员工回来也傻了,最终结果是账户停售。

这里就会有人问了分数能恢复吗?你去问客服得到的答案肯定说不行。所以特地分享一个成功方法,撤销或者拒绝索赔又亚马逊提供资金这种,你理由比较充分态度好的情况下,还是有机会恢复分数的。但要给亚马逊专门处理投诉的邮箱写信,写的就跟你帐号被停权销售那样的态度,你的处理方案,接来下的计划1234点什么的。
邮箱:seller-guarantee@amazon.com

TIP:不管怎么应对,都没不要让投诉发生的好(做好产品和售后)。 查看全部
A-to-z Guarantee claims(ATZ) Claim Status
先说说提出索赔的时间范围
• 买家可早于预计最迟送达日期3个日历日或在订单日期后30天内提索赔
• 从预计最迟送达日期算起,买家有 90 天时间提出索赔

Claim Status:

1认可索赔 卖家提供资金Claim Granted Amazon Funded

得到这种情况一般多存在于新手。申述回复之后几天最容易碰见的,没理由或者理由不充分,又或者直接不处理7天之后亚马逊自动判决的结果。

2认可索赔 亚马逊提供资金Claim Granted Amazon Funded

说明卖家已经掌握了一些申述技巧。有理由的情况下,比如货物已经投递成功了买家说没收到,或者针对买家给亚马逊的话来攻破。就跟处理差评样,针对不合理的或者逻辑混乱的点陈述非常有效。

但货质量并不是很好的情况,难免理由不充分了。所以讲一个例子参考:收到ATZ之后,你应该淡定,对不对,不就一个ATZ嘛。首先要跟卖家发邮件,但不要立马发,因为刚开不久卖家火很大。隔1天的样子,火气消了点,态度好点跟买家说这件事其实有更好的处理方法,请他先撤销,如果能,当然好,但一般是然并卵。但这点很重要,让亚马逊看到了你是在跟卖家有效沟通,看到了你的态度。第三天你再发第二封邮件,说你是希望与他一起处理这个问题,能不能拍一些产品图片以及说明更多细节。OK,第三步马上开始申述,说一下事情经过,你积极与买家沟通并且提出了解决方案,想得到更多产品质量细节买家甚至不能提供一张图片,希望亚马逊能给出一个公平结果。
处理结果几天内就完成。如果你是亚马逊ATZ处理小组的人看到这个投诉会怎么想?卖家态度非常积极,合情合理,对比买家理由:亚马逊请相信我,这个逗逼绝比卖假货,如果能给-星,我会给-5星!等等 然并卵
考虑双方感受,认可索赔 亚马逊提供资金.

3订单已退款 Order Refunded

这种是你直接退款省去麻烦,但是个人来说并不推荐,因为都这样的话,就承认了你质量差卖假货等等,多次这样操作不等于亚马逊给你店铺打了个大问号吗。尝试撤销处理或者让亚马逊分不清锅自己赔。这样不管结果如何,你也学到了处理ATZ的经验。

4 索赔已被拒绝 Claim Closed

买家就是逗逼,提一些毫无理由的投诉。如不相信自己退货后卖家会退款,不接受退货想直接得到付款等等。

5索赔已被撤销 Claim Withdrawm

经过有效沟通,撤销了投诉。但分2种,一种是在索赔开启后还没结束前,一种是已经索赔后的事了,但比较少,比如开启投诉原因是没收到货,但索赔结束很多天后这个逗逼说邻居代收了感谢您。
索赔解决之前买家撤销索赔方法:
• 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.

如果是索赔已经过去,撤销方法:
必须联系 claim-delivery-confirmation@amazon.com 并提供订单编号,而且必须允许亚马逊向其信用卡重新扣除订单款项。

6 订单取消Order Cancelled 卖家自行取消订单别以为只扣一百分没事了,说不定一个买家下订单买条裤子后就去旅游了,回来后想穿发现取消订单了。(老子裤子都脱了你给我看这个?

7 在审核中 顾名思义还没处理完。

这里特别注意,千万不能在索赔里面随便乱写,宁愿退款。最最恐怖的一个例子,员工有事请假了,老板看到一个ATZ,咦这是什么,居然说我产品有问题!申述理由:简单几个单词,还是拼写错误的。导致这个ATZ审核长达半个多月,亚马逊审核看不懂,员工回来也傻了,最终结果是账户停售。

这里就会有人问了分数能恢复吗?你去问客服得到的答案肯定说不行。所以特地分享一个成功方法,撤销或者拒绝索赔又亚马逊提供资金这种,你理由比较充分态度好的情况下,还是有机会恢复分数的。但要给亚马逊专门处理投诉的邮箱写信,写的就跟你帐号被停权销售那样的态度,你的处理方案,接来下的计划1234点什么的。
邮箱:seller-guarantee@amazon.com

TIP:不管怎么应对,都没不要让投诉发生的好(做好产品和售后)。

买家买这个产品已经使用了好几个月,才说要退货,遇到这种情况怎么办?

订单瘦不了OO 回复了问题 • 3 人关注 • 2 个回复 • 2831 次浏览 • 2016-07-22 17:13 • 来自相关话题

遇到差评,但后台显示是没有的,怎么回事?

运营实操 回复了问题 • 2 人关注 • 1 个回复 • 1841 次浏览 • 2016-02-04 10:55 • 来自相关话题

给客户发要好评的message,一次发很多会不会对账号有影响?

账号 回复了问题 • 2 人关注 • 1 个回复 • 2301 次浏览 • 2016-02-03 10:09 • 来自相关话题

能不能在产品中寄张卡片,叫客户写评论好评,这样会有违反规则么?

回复了问题 • 1 人关注 • 2 个回复 • 2388 次浏览 • 2016-01-26 17:02 • 来自相关话题

订单完成了,但是买家没有评价,系统会不会自动默认好评呢?

订单優柔寡斷 回复了问题 • 4 人关注 • 1 个回复 • 2877 次浏览 • 2017-06-24 11:50 • 来自相关话题

亚马逊部分退款会不会违反规则

回复

亚马逊百马汇顾问郑老师18926477009 回复了问题 • 2 人关注 • 1 个回复 • 288 次浏览 • 2020-05-22 17:20 • 来自相关话题

2015年4月15日下的单,今天却开case说“receive damage"

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亚马逊 郭童鞋要上岸 回复了问题 • 4 人关注 • 1 个回复 • 2036 次浏览 • 2016-07-26 15:18 • 来自相关话题

买家买这个产品已经使用了好几个月,才说要退货,遇到这种情况怎么办?

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订单瘦不了OO 回复了问题 • 3 人关注 • 2 个回复 • 2831 次浏览 • 2016-07-22 17:13 • 来自相关话题

遇到差评,但后台显示是没有的,怎么回事?

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运营实操 回复了问题 • 2 人关注 • 1 个回复 • 1841 次浏览 • 2016-02-04 10:55 • 来自相关话题

给客户发要好评的message,一次发很多会不会对账号有影响?

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账号 回复了问题 • 2 人关注 • 1 个回复 • 2301 次浏览 • 2016-02-03 10:09 • 来自相关话题

能不能在产品中寄张卡片,叫客户写评论好评,这样会有违反规则么?

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回复了问题 • 1 人关注 • 2 个回复 • 2388 次浏览 • 2016-01-26 17:02 • 来自相关话题

订单完成了,但是买家没有评价,系统会不会自动默认好评呢?

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订单優柔寡斷 回复了问题 • 4 人关注 • 1 个回复 • 2877 次浏览 • 2017-06-24 11:50 • 来自相关话题

为啥联系客户改差评的邮件得不到客户的回应?

售后亦如往昔° 发表了文章 • 0 个评论 • 3179 次浏览 • 2016-12-12 16:18 • 来自相关话题

经常有卖家询问,收到差评后,发了很多邮件给客户,客户要么不回应,要么是接受退款,但退款后再联系客户改差评时,客户却再也不回复了,面对这种情况该怎么办呢?

对于改差评这件事,我们需要明白几个度

第一,亚马逊平台是禁止卖家威胁或者利诱客户修改评价的,以退款作为条件修改差评,这是属于利诱的一种;

第二,亚马逊平台是严禁卖家为评价或其他事项频繁骚扰客户的,如果客户没有回应,而你又持之以恒的每天一封邮件的发给客户跟催,一旦被客户投诉到平台,将可能面临着平台严厉的处罚,严重者可能直接导致账号被封;

第三,亚马逊平台上客户留评价率非常低,一般留了差评的顾客,除了极少数恶意留评的之外,要么是被你的产品和服务气坏了,要么是这人本来就是一根筋,所以你在联系客户前首先要想明白该如何和这类人沟通,这个非常重要。

理解了处理差评时的基本原则,我们再来看一个实际的案例,看看这个卖家在实际处理中有哪些无效的处理方式。

客户留了一个一星的评价,评价内容如下:

Doesn't work for my dogs---waste of money. Had to spend lots of $$ for a containment System!

希望能够协商修改评价,卖家发给客户的第一封如下:

Dear XXX,

Good day .

We see you ordered a dog whistle from our store, from your review, i understand that you are not satisfied with the product, I'm really sorry for that.

Could you please try to flow the step?

1. Call or train dog to stop barking. Change frequencies since different dogs respond to different frequencies.

2. Teach dog commands and let him learn basic hand movements while whistling different times for each command.

3. Control dog whenever he gets out of line and make it listen and obey.

4. A cover that goes over the whistle so that it is not exposed and protected at all times.

If the item still Doesn't work for your dogs, please contact us, we will full refund you .

然后,客户回复:

Please refund. Thank You!

然后,卖家回复客户如下:

Dear XXX ,

This item is Fulfilled by Amazon, you can apply to refund, Amazon will full refund you .

We are sorry to bring you any inconvenience, If it is convenient to you, could you please kindly update your review, which will be a big motive to us and to our hard work as well as service.

Looking forward to hear from you.

然后呢?就没有然后了。

差评依然没有修改过来,客户也依然没有收到退款,卖家觉得很委屈:我已经联系客户了呀!可是,很多时候,如果方法不得当,看似勤奋的付出也往往只是无用功。

先放开这个案例不谈,我们来看看在收到客户差评后我们联系客户的逻辑。

之所以要联系客户,表面上是为了给客户提供满意的购物体验,实际上是为了借客户之手消除差评,而同时呢,还不能违反平台规则,所以,卖家需要基于以上几点的考虑来起草邮件,面子、里子和规则,缺一不可。

面子的层面上,需要对客户表示道歉:看到你的评价,知道你对我们的产品或者服务不满意,我们感觉到非常抱歉,作为一个专业的负责任的卖家,我们希望为每一位顾客提供100%满意的产品和服务,所以,我现在联系你,希望能够做出一些补救措施。对于我们团队来说,我们愿意为顾客的不满意提供100%无条件的退款,如此等等。

里子上呢?退款的目的是为了让客户改差评,但考虑到平台规则,又不能赤裸裸的说“我给你退款,你给我改差评,好不好?”所以,在邮件中,需要对要求客户改差评这件事做一个委婉的表达,接着上一段的邮件内容:所以,对于你的这次不满意的购物经历,我们愿意给你提供全额退款,但希望你在收到退款后,结合新的体验,更新一下你的评价,好吗?

注意,上面的一句话一定要连接在一起,一气呵成,中间是逗号,最后才是问号。而且,邮件中的更新评价是用Update,而不是用Change或者Remove。Update是一个中性的词,符合平台的规则,但客户能够从你的邮件中读出你所谓的update就是“把现在的差评改成好评”,而后一句“结合新的体验,更新一下你的评价”同样不违背平台规则,最后的问好是对前边两个句子的同时提问,如果客户回复OK,则意味着客户同时接受了退款和改差评两个条件,如果后续客户收到退款后不再回应也不帮你修改评价,你至少还可以多一个向亚马逊平台申诉的机会:客户同意在收到退款后帮我们update评价,对于这种不守信用的用户,建议亚马逊做出公平的处理,等等等等,至少可以给自己留一手牌。

当然,即便以上的邮件,客户也未必会真的帮你修改了评价,但相比较而言,这样的邮件胜算的概率肯定是要大于无头苍蝇般胡乱写来得有效了。

最后,点评一下文中案例的邮件。当客户不满意时,不需要过多的辩解,也不需要过多的做技术层面上的解释,难道你还真的指望能够教会一个不满意的客户?更何况还不确定客户的不满意是不是你产品本身确实有问题呢。但上面的邮件中,卖家显然忽略了这一点,做了过多的解释。而当客户同意退款后,卖家其实是可以直接点击退款了事的,却把退款的事又推到平台层面上--你可以直接申请退款,如果客户不是申请退款而是开启A-to-Z呢?那卖家岂不是把自己一步步推到一个更糟糕的境地?

所以,任何时候,再联系客户的过程中,一定要明白自己的关切点和客户的需求点,以客户的需求点为饵,把自己的关切点融入进去,从而形成客户需求点和自己关切点一致,此时才能做到解决问题于无形之中。

否则,看似很努力,其实都是无用功。 查看全部
经常有卖家询问,收到差评后,发了很多邮件给客户,客户要么不回应,要么是接受退款,但退款后再联系客户改差评时,客户却再也不回复了,面对这种情况该怎么办呢?

对于改差评这件事,我们需要明白几个度

第一,亚马逊平台是禁止卖家威胁或者利诱客户修改评价的,以退款作为条件修改差评,这是属于利诱的一种;

第二,亚马逊平台是严禁卖家为评价或其他事项频繁骚扰客户的,如果客户没有回应,而你又持之以恒的每天一封邮件的发给客户跟催,一旦被客户投诉到平台,将可能面临着平台严厉的处罚,严重者可能直接导致账号被封;

第三,亚马逊平台上客户留评价率非常低,一般留了差评的顾客,除了极少数恶意留评的之外,要么是被你的产品和服务气坏了,要么是这人本来就是一根筋,所以你在联系客户前首先要想明白该如何和这类人沟通,这个非常重要。

理解了处理差评时的基本原则,我们再来看一个实际的案例,看看这个卖家在实际处理中有哪些无效的处理方式。

客户留了一个一星的评价,评价内容如下:

Doesn't work for my dogs---waste of money. Had to spend lots of $$ for a containment System!

希望能够协商修改评价,卖家发给客户的第一封如下:

Dear XXX,

Good day .

We see you ordered a dog whistle from our store, from your review, i understand that you are not satisfied with the product, I'm really sorry for that.

Could you please try to flow the step?

1. Call or train dog to stop barking. Change frequencies since different dogs respond to different frequencies.

2. Teach dog commands and let him learn basic hand movements while whistling different times for each command.

3. Control dog whenever he gets out of line and make it listen and obey.

4. A cover that goes over the whistle so that it is not exposed and protected at all times.

If the item still Doesn't work for your dogs, please contact us, we will full refund you .

然后,客户回复:

Please refund. Thank You!

然后,卖家回复客户如下:

Dear XXX ,

This item is Fulfilled by Amazon, you can apply to refund, Amazon will full refund you .

We are sorry to bring you any inconvenience, If it is convenient to you, could you please kindly update your review, which will be a big motive to us and to our hard work as well as service.

Looking forward to hear from you.

然后呢?就没有然后了。

差评依然没有修改过来,客户也依然没有收到退款,卖家觉得很委屈:我已经联系客户了呀!可是,很多时候,如果方法不得当,看似勤奋的付出也往往只是无用功。

先放开这个案例不谈,我们来看看在收到客户差评后我们联系客户的逻辑。

之所以要联系客户,表面上是为了给客户提供满意的购物体验,实际上是为了借客户之手消除差评,而同时呢,还不能违反平台规则,所以,卖家需要基于以上几点的考虑来起草邮件,面子、里子和规则,缺一不可。

面子的层面上,需要对客户表示道歉:看到你的评价,知道你对我们的产品或者服务不满意,我们感觉到非常抱歉,作为一个专业的负责任的卖家,我们希望为每一位顾客提供100%满意的产品和服务,所以,我现在联系你,希望能够做出一些补救措施。对于我们团队来说,我们愿意为顾客的不满意提供100%无条件的退款,如此等等。

里子上呢?退款的目的是为了让客户改差评,但考虑到平台规则,又不能赤裸裸的说“我给你退款,你给我改差评,好不好?”所以,在邮件中,需要对要求客户改差评这件事做一个委婉的表达,接着上一段的邮件内容:所以,对于你的这次不满意的购物经历,我们愿意给你提供全额退款,但希望你在收到退款后,结合新的体验,更新一下你的评价,好吗?

注意,上面的一句话一定要连接在一起,一气呵成,中间是逗号,最后才是问号。而且,邮件中的更新评价是用Update,而不是用Change或者Remove。Update是一个中性的词,符合平台的规则,但客户能够从你的邮件中读出你所谓的update就是“把现在的差评改成好评”,而后一句“结合新的体验,更新一下你的评价”同样不违背平台规则,最后的问好是对前边两个句子的同时提问,如果客户回复OK,则意味着客户同时接受了退款和改差评两个条件,如果后续客户收到退款后不再回应也不帮你修改评价,你至少还可以多一个向亚马逊平台申诉的机会:客户同意在收到退款后帮我们update评价,对于这种不守信用的用户,建议亚马逊做出公平的处理,等等等等,至少可以给自己留一手牌。

当然,即便以上的邮件,客户也未必会真的帮你修改了评价,但相比较而言,这样的邮件胜算的概率肯定是要大于无头苍蝇般胡乱写来得有效了。

最后,点评一下文中案例的邮件。当客户不满意时,不需要过多的辩解,也不需要过多的做技术层面上的解释,难道你还真的指望能够教会一个不满意的客户?更何况还不确定客户的不满意是不是你产品本身确实有问题呢。但上面的邮件中,卖家显然忽略了这一点,做了过多的解释。而当客户同意退款后,卖家其实是可以直接点击退款了事的,却把退款的事又推到平台层面上--你可以直接申请退款,如果客户不是申请退款而是开启A-to-Z呢?那卖家岂不是把自己一步步推到一个更糟糕的境地?

所以,任何时候,再联系客户的过程中,一定要明白自己的关切点和客户的需求点,以客户的需求点为饵,把自己的关切点融入进去,从而形成客户需求点和自己关切点一致,此时才能做到解决问题于无形之中。

否则,看似很努力,其实都是无用功。

与customers沟通技巧20招,私藏模板拿来分享~

售后嗅嗅 发表了文章 • 5 个评论 • 3672 次浏览 • 2016-06-22 11:09 • 来自相关话题

1)付款阶段 

1,A,买家未付款催单技巧:(Awaiting Payment) 

Dear valued Customer, 

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you! 

Seller ID 

B,款项正在审核阶段(Pending payment verification) 

Dear Valued Customer, 

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us. 
Thank you ! 

Seller ID 

2)订单付完款后,发货前 

2,买家下完单,但是缺货断货,可推荐其他产品或者同意退款,询问买家意见 

Dear Valued Customer, 

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer. 
We look forwarding to hearing from you soon. 
Thank you. 

Seller ID 

3)买家所在的国家地址较偏远,不能包邮,建议买家补运费 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund. 
We are sorry for any inconvenience this may have caused. Please let us know which you prefer. 
Thank you. 

Seller ID 

4)买家选择的是DHL发货,但是卖家只能用E-邮宝或者小包发货,询问买家是否愿意接受? 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL(四大快递) at this point. We can only ship your item(s) via E-packet (或者其他的货运方式)which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method. 
We look forward to hearing from you soon. 
Thank you. 

Seller ID 

5)卖家不能正常发货(例如春节长假),请买家同意延长备货期 

Dear Valued Customer, 

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it? 
Thank you for your understanding and patience. 

Seller ID 

3 发货后 

6)卖家发货了,告知买家发货方式和查询网址 

Dear customer, 

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com for updates. 
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us. 
Thank you. 

Seller ID 

7)货物被物流公司丢失,询问买家是否同意重新发货? 

Dear Valued Customer, 

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused 
Thank you. 

SellerID 

8)货物正常在途,请买家等待 

Dear Valued Customer, 

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered. 
Best Regards! 

Seller ID 

9)货物到达买家海关,请买家去清关(确认买家需要交关税的情况) 

Dear Valued Customer, 

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay. 
If you have any questions, please feel free to contact us directly and we will be glad to assist you. 
Thank you. 

Seller ID 

10)货物妥投,但是妥投的具体地址和签收人不一致,请买家再次核实 

Dear Valued Customer, 

Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package. 
If you have not yet received your package, please feel free to contact us directly. Thank you. 

Seller ID 

11)官网查询买家已签收包裹,提醒买家确认收货并留好评 

Dear Valued customer, 

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback. 
If you have any questions, please feel free to contact us. 
Thank you! 

Seller ID 

4 买家开启纠纷(包括普通纠纷和平台纠纷) 

12)买家投诉货物与描述不符,询问具体原因和请买家提供证据 

Dear Valued Customer, 

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time. 

Seller ID 

13)买家投诉部分收到货物,询问具体收到的数量,考虑补发 

Dear Valued Customer, 

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution. 
Thank you for your time. 

Seller ID 

14)买家将纠纷升级到平台,继续跟买家沟通 

Dear Valued Customer, 

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution. 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

15)纠纷升级到平台,等待平台纠纷专员裁决期间,仍争取跟买家沟通 

Dear Valued Customer, 

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally. 
Could you please propose a solution to the current problem you are having? 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

16)如果买家收到的货确实货不对版或者质量问题,也提供了证据给您,询问买家的方案 

Dear Valued Customer, 

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible. 
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况). 
(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund. 

Please let us know which option you would prefer. 
Thank you! 

Seller ID 

17)如果买家接受了部分退款,保留货物的意见,告知会同意部分退款或者找客服帮忙 

Dear Valued Customer, 

Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”. 
Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us. 
Thank you 

Seller ID 

18)如果买家就是不喜欢收到的货(自身原因),坚持就要退货,可告知买家风险 

Dear Valued Customer, 

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund. 
Please note that you will have to pay the shipping fee for returning the item(s). 
Below is our return shipping address: 
(详细英文退货地址:包括收件人姓名,电话,邮编,买家需要选择的货运方式和申报价格等) 
Contact name: 
shipping address: 
Zip Code: 
Tel: (required) 
Kind reminder: 
Returned goods must remain intact and in perfect condition
Remember to mark "Order No." and “Returned Goods" on the parcel. 

Please let me know the shipment tracking number once you have shipped the package. 
Thank you, 

Seller ID 

19)同意买家退货,询问买家退货进度 

Dear Valued Customer, 

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods. 
We look forward to hearing from you soon. 
Thank you! 

Seller ID 

20)收到买家的退货,同意退款给买家,希望下次可以再合作 

Dear Valued Customer, 

We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards! 

Seller ID

希望可以为我点赞哦,谢谢大家!
  查看全部
1)付款阶段 

1,A,买家未付款催单技巧:(Awaiting Payment) 

Dear valued Customer, 

Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you! 

Seller ID 

B,款项正在审核阶段(Pending payment verification) 

Dear Valued Customer, 

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us. 
Thank you ! 

Seller ID 

2)订单付完款后,发货前 

2,买家下完单,但是缺货断货,可推荐其他产品或者同意退款,询问买家意见 

Dear Valued Customer, 

Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer. 
We look forwarding to hearing from you soon. 
Thank you. 

Seller ID 

3)买家所在的国家地址较偏远,不能包邮,建议买家补运费 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund. 
We are sorry for any inconvenience this may have caused. Please let us know which you prefer. 
Thank you. 

Seller ID 

4)买家选择的是DHL发货,但是卖家只能用E-邮宝或者小包发货,询问买家是否愿意接受? 

Dear Valued Customer, 

Thank you for your order. We are sorry that we cannot ship your item(s)via DHL(四大快递) at this point. We can only ship your item(s) via E-packet (或者其他的货运方式)which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method. 
We look forward to hearing from you soon. 
Thank you. 

Seller ID 

5)卖家不能正常发货(例如春节长假),请买家同意延长备货期 

Dear Valued Customer, 

Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it? 
Thank you for your understanding and patience. 

Seller ID 

3 发货后 

6)卖家发货了,告知买家发货方式和查询网址 

Dear customer, 

Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com for updates. 
Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us. 
Thank you. 

Seller ID 

7)货物被物流公司丢失,询问买家是否同意重新发货? 

Dear Valued Customer, 

Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have caused 
Thank you. 

SellerID 

8)货物正常在途,请买家等待 

Dear Valued Customer, 

Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here: http://www.xxxxx.com. Your package is on route and will take between 5-25 days to be delivered. 
Best Regards! 

Seller ID 

9)货物到达买家海关,请买家去清关(确认买家需要交关税的情况) 

Dear Valued Customer, 

Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay. 
If you have any questions, please feel free to contact us directly and we will be glad to assist you. 
Thank you. 

Seller ID 

10)货物妥投,但是妥投的具体地址和签收人不一致,请买家再次核实 

Dear Valued Customer, 

Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package. 
If you have not yet received your package, please feel free to contact us directly. Thank you. 

Seller ID 

11)官网查询买家已签收包裹,提醒买家确认收货并留好评 

Dear Valued customer, 

We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback. 
If you have any questions, please feel free to contact us. 
Thank you! 

Seller ID 

4 买家开启纠纷(包括普通纠纷和平台纠纷) 

12)买家投诉货物与描述不符,询问具体原因和请买家提供证据 

Dear Valued Customer, 

We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time. 

Seller ID 

13)买家投诉部分收到货物,询问具体收到的数量,考虑补发 

Dear Valued Customer, 

If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. We can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution. 
Thank you for your time. 

Seller ID 

14)买家将纠纷升级到平台,继续跟买家沟通 

Dear Valued Customer, 

We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution. 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

15)纠纷升级到平台,等待平台纠纷专员裁决期间,仍争取跟买家沟通 

Dear Valued Customer, 

Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally. 
Could you please propose a solution to the current problem you are having? 
We look forward to hearing from you soon. 
Thank you, 

Seller ID 

16)如果买家收到的货确实货不对版或者质量问题,也提供了证据给您,询问买家的方案 

Dear Valued Customer, 

Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible. 
(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况). 
(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund. 

Please let us know which option you would prefer. 
Thank you! 

Seller ID 

17)如果买家接受了部分退款,保留货物的意见,告知会同意部分退款或者找客服帮忙 

Dear Valued Customer, 

Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”. 
Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us. 
Thank you 

Seller ID 

18)如果买家就是不喜欢收到的货(自身原因),坚持就要退货,可告知买家风险 

Dear Valued Customer, 

We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund. 
Please note that you will have to pay the shipping fee for returning the item(s). 
Below is our return shipping address: 
(详细英文退货地址:包括收件人姓名,电话,邮编,买家需要选择的货运方式和申报价格等) 
Contact name: 
shipping address: 
Zip Code: 
Tel: (required) 
Kind reminder: 
Returned goods must remain intact and in perfect condition
Remember to mark "Order No." and “Returned Goods" on the parcel. 

Please let me know the shipment tracking number once you have shipped the package. 
Thank you, 

Seller ID 

19)同意买家退货,询问买家退货进度 

Dear Valued Customer, 

We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods. 
We look forward to hearing from you soon. 
Thank you! 

Seller ID 

20)收到买家的退货,同意退款给买家,希望下次可以再合作 

Dear Valued Customer, 

We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards! 

Seller ID

希望可以为我点赞哦,谢谢大家!
 

经典FAQ:A-to-z Guarantee claims处理结果和一些应对方法

纠纷moss 发表了文章 • 3 个评论 • 10814 次浏览 • 2016-06-07 09:32 • 来自相关话题

A-to-z Guarantee claims(ATZ) Claim Status
先说说提出索赔的时间范围
• 买家可早于预计最迟送达日期3个日历日或在订单日期后30天内提索赔
• 从预计最迟送达日期算起,买家有 90 天时间提出索赔

Claim Status:

1认可索赔 卖家提供资金Claim Granted Amazon Funded

得到这种情况一般多存在于新手。申述回复之后几天最容易碰见的,没理由或者理由不充分,又或者直接不处理7天之后亚马逊自动判决的结果。

2认可索赔 亚马逊提供资金Claim Granted Amazon Funded

说明卖家已经掌握了一些申述技巧。有理由的情况下,比如货物已经投递成功了买家说没收到,或者针对买家给亚马逊的话来攻破。就跟处理差评样,针对不合理的或者逻辑混乱的点陈述非常有效。

但货质量并不是很好的情况,难免理由不充分了。所以讲一个例子参考:收到ATZ之后,你应该淡定,对不对,不就一个ATZ嘛。首先要跟卖家发邮件,但不要立马发,因为刚开不久卖家火很大。隔1天的样子,火气消了点,态度好点跟买家说这件事其实有更好的处理方法,请他先撤销,如果能,当然好,但一般是然并卵。但这点很重要,让亚马逊看到了你是在跟卖家有效沟通,看到了你的态度。第三天你再发第二封邮件,说你是希望与他一起处理这个问题,能不能拍一些产品图片以及说明更多细节。OK,第三步马上开始申述,说一下事情经过,你积极与买家沟通并且提出了解决方案,想得到更多产品质量细节买家甚至不能提供一张图片,希望亚马逊能给出一个公平结果。
处理结果几天内就完成。如果你是亚马逊ATZ处理小组的人看到这个投诉会怎么想?卖家态度非常积极,合情合理,对比买家理由:亚马逊请相信我,这个逗逼绝比卖假货,如果能给-星,我会给-5星!等等 然并卵
考虑双方感受,认可索赔 亚马逊提供资金.

3订单已退款 Order Refunded

这种是你直接退款省去麻烦,但是个人来说并不推荐,因为都这样的话,就承认了你质量差卖假货等等,多次这样操作不等于亚马逊给你店铺打了个大问号吗。尝试撤销处理或者让亚马逊分不清锅自己赔。这样不管结果如何,你也学到了处理ATZ的经验。

4 索赔已被拒绝 Claim Closed

买家就是逗逼,提一些毫无理由的投诉。如不相信自己退货后卖家会退款,不接受退货想直接得到付款等等。

5索赔已被撤销 Claim Withdrawm

经过有效沟通,撤销了投诉。但分2种,一种是在索赔开启后还没结束前,一种是已经索赔后的事了,但比较少,比如开启投诉原因是没收到货,但索赔结束很多天后这个逗逼说邻居代收了感谢您。
索赔解决之前买家撤销索赔方法:
• 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.

如果是索赔已经过去,撤销方法:
必须联系 claim-delivery-confirmation@amazon.com 并提供订单编号,而且必须允许亚马逊向其信用卡重新扣除订单款项。

6 订单取消Order Cancelled 卖家自行取消订单别以为只扣一百分没事了,说不定一个买家下订单买条裤子后就去旅游了,回来后想穿发现取消订单了。(老子裤子都脱了你给我看这个?

7 在审核中 顾名思义还没处理完。

这里特别注意,千万不能在索赔里面随便乱写,宁愿退款。最最恐怖的一个例子,员工有事请假了,老板看到一个ATZ,咦这是什么,居然说我产品有问题!申述理由:简单几个单词,还是拼写错误的。导致这个ATZ审核长达半个多月,亚马逊审核看不懂,员工回来也傻了,最终结果是账户停售。

这里就会有人问了分数能恢复吗?你去问客服得到的答案肯定说不行。所以特地分享一个成功方法,撤销或者拒绝索赔又亚马逊提供资金这种,你理由比较充分态度好的情况下,还是有机会恢复分数的。但要给亚马逊专门处理投诉的邮箱写信,写的就跟你帐号被停权销售那样的态度,你的处理方案,接来下的计划1234点什么的。
邮箱:seller-guarantee@amazon.com

TIP:不管怎么应对,都没不要让投诉发生的好(做好产品和售后)。 查看全部
A-to-z Guarantee claims(ATZ) Claim Status
先说说提出索赔的时间范围
• 买家可早于预计最迟送达日期3个日历日或在订单日期后30天内提索赔
• 从预计最迟送达日期算起,买家有 90 天时间提出索赔

Claim Status:

1认可索赔 卖家提供资金Claim Granted Amazon Funded

得到这种情况一般多存在于新手。申述回复之后几天最容易碰见的,没理由或者理由不充分,又或者直接不处理7天之后亚马逊自动判决的结果。

2认可索赔 亚马逊提供资金Claim Granted Amazon Funded

说明卖家已经掌握了一些申述技巧。有理由的情况下,比如货物已经投递成功了买家说没收到,或者针对买家给亚马逊的话来攻破。就跟处理差评样,针对不合理的或者逻辑混乱的点陈述非常有效。

但货质量并不是很好的情况,难免理由不充分了。所以讲一个例子参考:收到ATZ之后,你应该淡定,对不对,不就一个ATZ嘛。首先要跟卖家发邮件,但不要立马发,因为刚开不久卖家火很大。隔1天的样子,火气消了点,态度好点跟买家说这件事其实有更好的处理方法,请他先撤销,如果能,当然好,但一般是然并卵。但这点很重要,让亚马逊看到了你是在跟卖家有效沟通,看到了你的态度。第三天你再发第二封邮件,说你是希望与他一起处理这个问题,能不能拍一些产品图片以及说明更多细节。OK,第三步马上开始申述,说一下事情经过,你积极与买家沟通并且提出了解决方案,想得到更多产品质量细节买家甚至不能提供一张图片,希望亚马逊能给出一个公平结果。
处理结果几天内就完成。如果你是亚马逊ATZ处理小组的人看到这个投诉会怎么想?卖家态度非常积极,合情合理,对比买家理由:亚马逊请相信我,这个逗逼绝比卖假货,如果能给-星,我会给-5星!等等 然并卵
考虑双方感受,认可索赔 亚马逊提供资金.

3订单已退款 Order Refunded

这种是你直接退款省去麻烦,但是个人来说并不推荐,因为都这样的话,就承认了你质量差卖假货等等,多次这样操作不等于亚马逊给你店铺打了个大问号吗。尝试撤销处理或者让亚马逊分不清锅自己赔。这样不管结果如何,你也学到了处理ATZ的经验。

4 索赔已被拒绝 Claim Closed

买家就是逗逼,提一些毫无理由的投诉。如不相信自己退货后卖家会退款,不接受退货想直接得到付款等等。

5索赔已被撤销 Claim Withdrawm

经过有效沟通,撤销了投诉。但分2种,一种是在索赔开启后还没结束前,一种是已经索赔后的事了,但比较少,比如开启投诉原因是没收到货,但索赔结束很多天后这个逗逼说邻居代收了感谢您。
索赔解决之前买家撤销索赔方法:
• 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.

如果是索赔已经过去,撤销方法:
必须联系 claim-delivery-confirmation@amazon.com 并提供订单编号,而且必须允许亚马逊向其信用卡重新扣除订单款项。

6 订单取消Order Cancelled 卖家自行取消订单别以为只扣一百分没事了,说不定一个买家下订单买条裤子后就去旅游了,回来后想穿发现取消订单了。(老子裤子都脱了你给我看这个?

7 在审核中 顾名思义还没处理完。

这里特别注意,千万不能在索赔里面随便乱写,宁愿退款。最最恐怖的一个例子,员工有事请假了,老板看到一个ATZ,咦这是什么,居然说我产品有问题!申述理由:简单几个单词,还是拼写错误的。导致这个ATZ审核长达半个多月,亚马逊审核看不懂,员工回来也傻了,最终结果是账户停售。

这里就会有人问了分数能恢复吗?你去问客服得到的答案肯定说不行。所以特地分享一个成功方法,撤销或者拒绝索赔又亚马逊提供资金这种,你理由比较充分态度好的情况下,还是有机会恢复分数的。但要给亚马逊专门处理投诉的邮箱写信,写的就跟你帐号被停权销售那样的态度,你的处理方案,接来下的计划1234点什么的。
邮箱:seller-guarantee@amazon.com

TIP:不管怎么应对,都没不要让投诉发生的好(做好产品和售后)。
出口电商订单的售后问题