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更新时间2022-03-18

亚马逊买家已签收包裹,但是却提交了A-Z Claim,该怎么办?

这种情况可能是配送的地址不是买家下单的那个地址,也有可能是亚马逊搞错了。你先回复这个Claim,里面提供买家订单的运单号,还附上了运单号链接,以及配送时的扫描记录数据。如果亚马逊判断买家赢的话,那就申诉发邮件给绩效团队。

申诉信模板

申诉之前一定要搞清楚原因,找物流公司问清楚最终的派送地址是不是和买家下单的地址一致,如果一致的话那就好说了,直接申诉信里把证据发给亚马逊,解释说我们这边的确是配送成功,而且买家也的的确确签收,可能是买家那边是找人代签的没及时沟通搞错了,希望亚马逊能查明情况后重新判定解决这个问题。如果配送地址和买家下单的地址不一致,那就看看是哪个环节出了问题,弄清楚原因。

Dear Amazon Team,

We are the seller of XXXX. The reason for this appeal is that we have determined that you have misjudged the claim of order XXX.

First of all, we contacted the logistics company and they confirmed that the order has been signed for, and provided a photo when it was signed. The delivery company said that they will call the buyer according to the reserved phone number on the courier bill during delivery, and they provide us with phone call records. (see in the attachment)

We also confirmed that the receipt address is the same as the order address filled in by the buyer (please check the specific time and place in the attachment).

Therefore, we believe this order is completed, and there is no uncompleted delivery. We are confused and think that it may be the buyer calling someone else to sign the product and they did not communicate in time and made a mistake. But we don't know the truth.

We hope that you can find out the situation and help us to solve this problem.

Best Regards!

XXX