亚马逊商城交易保障索赔即A-to-Z索赔是什么,亚马逊官方订单处理流程大揭秘！

亚马逊商城交易保障索赔即A-to-Z索赔有哪些,亚马逊官方订单信息解决步骤大曝光！引言

亚马逊商城交易保障索赔即A-to-Z索赔有哪些？：针对由您立即市场销售和派送的产品，亚马逊商城交易保障可协助保障买家的利益。大家的保障包含您所卖产品的派送时效性和产品情况。假如买家对这两层面不满意，而您都没有得出令买家令人满意的解决方案，大家容许买家向amazon明确提出索赔。亚马逊官方订单信息解决步骤大曝光！买家将您的产品加上至其加入购物车并清算后，amazon依照以下流程解决其订单信息

亚马逊商城交易保障索赔即A-to-Z索赔有哪些？

有关亚马逊商城交易保障索赔

针对由您立即市场销售和派送的产品，亚马逊商城交易保障可协助保障买家的利益。大家的保障包含您所卖产品的派送时效性和产品情况。假如买家对这两层面不满意，而您都没有得出令买家令人满意的解决方案，大家容许买家向amazon明确提出索赔。

您可以参考亚马逊商城交易保障买家协助网页页面上的索赔资质现行政策。

留意：大家自始至终规定买家在明确提出索赔以前与您建立联系，不论是根据买家与商家信息服务项目或是明确提出退货要求。假如 48 小时后买家仍对解决方法不满意，大家容许买家明确提出索赔。买家可以自主递交索赔，或是打电话amazon顾客服务。买家明确提出索赔后，如果我们发觉您未在 72 钟头内回应买家，大家将准许索赔，并从您的帐户中扣减相对应额度。

如果我们明确必须更多信息才可以作出索赔决策，大家将根据电子邮箱联络您，而您务必在 72 钟头内给予回应。相关怎样回应索赔通告的协助，客户程序回应亚马逊商城交易保障索赔通告协助网页页面。

大家准许买家索赔并从您的帐户中扣减索赔额度后，假如您对决策有质疑，并能给予新的信息内容供大家调研，请在 30 个当然日内递交投诉。相关怎样就索赔明确提出起诉的协助，客户程序对于亚马逊商城交易保障索赔明确提出投诉协助网页页面。

管理方法亚马逊商城交易保障索赔

买家明确提出索赔后，您可以根据亚马逊商城交易保障索赔网页页面对它进行管理方法，并采用下列对策：

回应amazon

退钱给买家

联络买家

留意：审核的索赔临时不用您采取任何对策。针对得到准许且由商家注资的索赔，amazon给予投诉的机遇。

建议常常查询电子邮箱，立即掌握您要对索赔采用什么对策，由于索赔是测算订单信息缺陷率(ODR) 时的主要参照指标值。

假如买家与您联络，请立即回应，保证较好的买家感受。假如买家规定退货，请具体指导买家递交退货要求。客户程序假如买家要想退货，我该怎么做？

亚马逊官网全文详细信息：

About Amazon’s A-to-z Guarantee Claims (Referred to as “Claim(s)” in this help page)

What is A-to-z Guarantee Claims?

The Amazon A-to-z Guarantee ensures that buyers have a consistent experience across Amazon, regardless of whether their order is fulfilled by Amazon or by our selling partners directly. If a buyer is not fully satisfied with their order, it is in everyone’s interest if you are able to resolve the issue(s) directly with the buyer. They end up happier and your seller account remains healthy and in good standing.

Buyers must first contact you and give you an opportunity to resolve their issue(s). Amazon directs buyers to useBuyer-Seller MessagesorReturn Requestto alert you to a buyer issue (Buyers are directed to useBuyer-Seller MessagesorReturn Requestdepending on buyer issue type). You then have 48 hours to respond to any issues raised by the buyer. Resolving issues directly with the buyer protects your account health orOrder Defect Rate (ODR). If you are unable to agree on a resolution, buyers are then allowed to file a Claim under the A-to-z Guarantee. If the Claim is granted in favor of the buyer after Amazon investigates the Claim, then Claim amount will be debited from your account and reflected in your account health or ODR. For more information on return and Claim eligibility policies, please reviewAmazon's return policiesandA-to-z GuaranteeBuyer help page.

When can a buyer file an A-to-z Guarantee Claim?

Buyers can file a Claim under our A-to-z Guarantee for two basic buyer issues:

Item has not been received by buyer

Example: You fail to deliver an item within 3 calendar days of either the maximum estimated delivery date (EDD), or the date of delivery promised by a valid tracking link, whichever is sooner.

Buyer eligibility criteria for filing a Claim:

Buyer has waited untilEDD 3 days and first contacted you throughBuyer-Seller Messages; and

You and the buyer do not resolve the issue(s) within 48 hours of the Buyer’s first message.

Item did not meet buyer expectation

Examples:

(i) The item received by the Buyer was damaged, defective, materially different from what was ordered, or the Buyer changed their mind and returned the item consistent with Amazon’s return policy, but was not refunded or was refunded in the wrong amount.

(ii) The Buyer wants to return an item internationally but you did not (1) provide a domestic return address, (2) provide a pre-paid return label, or (3) offer a full refund without requesting the item be returned.

(iii) The Buyer has been charged more than the purchase price due to extra charges (e.g., Customs charges) not covered by you as the seller.

Buyer eligibility criteria for filing a Claim:

Buyer has contacted you throughReturn Request; and

You and the buyer do not resolve the issue(s) within 48 hours of the Buyer raising Return Request.

What is the process for filing, investigating and appealing an A-to-z Guarantee Claim?

You have the opportunity to resolve the issue directly with the buyer.If you are contacted by a buyer about an unsatisfactory post-order experience viaBuyer-Seller MessagesorReturn Request, and are unable to resolve the issue within 48 hours then buyer is eligible to file a Claim.

If a Claim is filed, there are four possible outcomes:

These outcomes would also be reflected in your account health orOrder Defect Rate (ODR).

Order did not have a trackable shipping method and not provided valid order tracking IDs in Manage Orders page when order was placed.

The buyer contacted you viaBuyer-Seller Messagesfor delivery related issue or viaReturn Requestfor product related issue and has not received a response within 48 hours.

You have not shipped the order by theexpected ship date.

You have not delivered the order by the estimated delivery date.

The buyer withdraws the Claim and the Claim is closed, with no impact to your account health or ODR.

You can decide to issue a full refund to the buyer by clicking the “refund customer” button as the investigation is under progress and the Claim will be closed. This will be reflected in your ODR, therefore, the best scenario is to resolve any issues directly with the buyer within the first 48 hours of it being raised throughBuyer-Seller MessagesorReturn Request. If you refund the buyer’s payment, you may choose to request that the buyer return the item before you process the refund.

Amazon investigates the Claim manually and makes a determination as to whether to grant, or not grant, the Claim in favor of buyer. Manually investigated Claims are resolved based on several factors, including your response(s) (if any) onBuyer-Seller MessagesorReturn Requestwith the buyer. During this process, Amazon may ask you for additional information (please seehow to respond to an A-to-z Guarantee Claim notification) and represent your version of events. It is important for you to provide as much additional, relevant, and compelling information about the transaction or specific actions taken regarding the transaction. If you do not respond to our information request within 48 hours, Amazon may grant the Claim in favor of the buyer, which will be reflected in your account health or Order Defect Rate (ODR).

Amazon automatically grants Claims and debits Claim amount from your account when any of the below criteria are met:

You have a 30-day appeal period.If Amazon grants a Claim in favor of a buyer, you have 30 days to appeal and request a further investigation. If you do not appeal within 30 days, the Claim is closed and any negative impact to your account health cannot be reversed. Please review our help page to understandhow to appeal an A-to-z Guarantee Claim.

A final decision is made.Based on the results of the appeals investigation, Amazon will make a final decision on whether to reverse the initial decision and reimburse you for the Claim incurred.

How do I know when a claim has been submitted?

When a buyer files a Claim under Amazon’s A-to-z Guarantee, you will receive an email notifying you of the Claim. You can also track Claims filed by your buyers by navigating to theA-to-z Guarantee Claims pageinYour Seller Accountunder Performance tab. Email notifications are sent for your convenience only. You are responsible for monitoring and resolving your Claims. You can also usethisquick link to monitor A-to-z Guarantee Claims status by entering a Claims related order id.

文章正文：亚马逊官网

亚马逊官方网订单解决步骤大曝光！

订单解决步骤

买家将您的产品加上至其加入购物车并清算后，亚马逊依照以下流程解决其订单：

亚马逊将订单放置【准备中】情况。在【管理方法库存量】中从总产品总数中扣减买家所买产品的总数。假如提交订单时产品的总数为一件，那麼解决订单时，产品将从亚马逊产品网页页面中清除，并发生在【管理方法库存量】中，总数为零。

准备中订单将不容易发生在【订单】汇报或【未配送订单】汇报中，而且在【管理方法订单】中表明为深灰色（不能对其实行实际操作）。亚马逊将全部订单保存 30 分鐘，便于买家还有机会撤消订单。买家撤消的订单将做为已撤消订单发生在【管理方法订单】中，而且表明为深灰色。在某种情形下，大家的付款和订单详细信息认证步骤很有可能会将订单解决時间增加高达 21 天。相关其他信息，客户程序准备中订单。假如买家在订单处在【准备中】情况时与您联络，请让买家联络亚马逊顾客服务，以掌握其他信息。

亚马逊认证订单。亚马逊会尝试认证买家的付款方法和订单详细信息。在这里环节，【管理方法订单】中会产生下面三种不一样情况种类之一：

未发货

付款验证通过。请参照流程 3。

准备中

付款认证最开始失败或是早已推迟。在某种情形下，大家的付款和订单详细信息认证步骤很有可能会将订单解决時间增加高达 21 天。即使买家立即与您联络，都不应配送准备中订单。准备中订单将不容易发生在【订单】汇报或【未配送订单】汇报中，而且在【管理方法订单】中表明为深灰色（不能对其实行实际操作）。

已撤消

假如付款未获准许，或是存有蒙骗个人行为，订单将被撤消。假如某一订单被撤消，亚马逊只能在【管理方法订单】里将该订单纪录为“已撤消”而不容易届时。您不用采用别的实际操作。

假如买家因已撤消订单联络您，而且您仍有可以用库存量，那麼您可以请买家在亚马逊上再次提交订单。

确定订单付款后，亚马逊将实行以下实际操作：

将情况更改成【未发货】

向买家推送包括预估送到日期的订单确定通告

向您推送订单通告

留意：切勿仅借助电子邮箱通告来获得订单确定。每日最少查询一次【管理方法订单】网页页面或“订单汇报”，以明确是不是存有未发货订单。

留意：假如订单因亚马逊的步骤被耽误，大家将依据订单从“准备中”情况修复的日期，为买家给予一个新的送到日期。

您解决订单。假如订单处在【未发货】情况，您务必配送或撤消订单。请记牢，买家可以对商家撤消的订单留有意见反馈信息内容。

留意：亚马逊期待商家可以保证库存量水准自始至终准确。无法立即调节您的库存量很有可能会造成太多的配送前订单撤消。相关大家如何把已撤消订单记入您总体业绩考核的有关信息，请参照商家指标值。

在【管理方法订单】网页页面上，点一下【确定安排发货】并填好选填信息内容。

提交适用好几个订单的【安排发货确定】文档（仅有有着技术专业市场销售帐户的商家可以采用这类方法）。

相关其他信息，请查询确定独立安排发货或应用提交数据信息确定多厂家批发货。

您务必在订单日期起 30 天内向型亚马逊确定订单安排发货。不然，亚马逊将全自动撤消订单，并且即使您已配送订单，也不会得到付款。在 30 天限期前的一周，您会在【管理方法订单】中见到一条提醒信息（“请在 [日期] 前确定安排发货，以防订单被撤消”），而且您还会继续接到电子邮箱通告。

假如买家或亚马逊顾客服务根据亚马逊信息系统软件与您联络并请您做出变更，则您只有将订单跳转至在流程 4(a) 中给予的详细地址之外的详细地址。

【订单详细信息】网页页面

【订单】汇报

【未配送订单】汇报

可在以下任一部位获得配送详细地址：

留意：为了更好地维护买家的保密信息，亚马逊不容易在【已卖出，将要装运】电子邮箱中包括买家的配送详细地址。

依据配送详细地址和规定的配送方法向买家配送订单。

疑难问题:买家叫我将订单配送至不一样详细地址。我能做什么？

留意：仅配送您在【管理方法订单】中或根据汇报认证为【未发货】的订单。

根据下列任一方式确定安排发货：

Notes：

亚马逊官方网站全文详细信息：

The process of fulfilling an order

When a buyer adds your product to their shopping cart and checks out, Amazon processes their order following these steps:

Amazon places the order inPendingstatus.The quantity available for the listing is subtracted from your quantity inManage Inventory. If there was a quantity of one at the time the order was placed, the listing will be removed from the Amazon offer page and appear inManage Inventorywith a quantity of zero while the order is being processed.

Pending orders will not appear in either theOrdersreport or theUnshipped Ordersreport and will be grayed out (non-actionable) inManage Orders. Amazon holds all orders for 30 minutes, which gives buyers an opportunity to cancel orders. Buyer-canceled orders will appear inManage Ordersas canceled, and will be grayed out. In some cases, our payment and order detail verification processes may potentially extend order processing times for as long as 21 days. For more information, seePending Orders. If a buyer contacts you while an order is inPendingstatus, refer them to Amazon Customer Service for more information.

Amazon verifies the order.Amazon attempts to validate the buyer's payment method and order details. At this stage, you will see one of three different status types inManage Orders:

Unshipped

Payment verification is successful. See step 3.

Pending

Payment verification is initially unsuccessful or extended. In some cases, our payment and order detail verification processes may extend order processing times, potentially for as long as 21 days. Pending orders should not be shipped, even if the buyer contacts you directly. Pending orders will not appear in either theOrdersreport or theUnshipped Ordersreport and will be "grayed out" (non-actionable) inManage Orders.

Canceled

An order gets canceled if payment authorization does not succeed or in cases of fraud. Amazon will not notify you when an order is canceled, other than recording the order as canceled inManage Orders. No further action is necessary.

If a buyer contacts you about a canceled order and you still have available inventory, you can invite them to place a new order on Amazon.

When payment is verified on an order, Amazon does the following:

Changes the status toUnshipped

Sends an order confirmation to the buyer with the estimated delivery date

Sends an order notification to you

Note:Do not rely solely on email notifications for order confirmation. Check yourManage Orderspage or Orders reports for unshipped orders at least once a day.

Note:If an order is delayed because of Amazon's processes, we will provide the buyer with a new delivery date based on the date the order is released from Pending status.

You process the order.Once an order is inUnshippedstatus, you must either fulfill or cancel the order.Keep in mind that buyers can leave feedback on seller-canceled orders.

Note:Amazon expects sellers to maintain accurate inventory levels. Failure to adjust your inventory in a timely manner can lead to excessive pre-fulfillment order cancellations. For information on how we factor canceled orders into your overall performance, seeCustomer Metrics.

From theManage Orderspage, clickConfirm Shipmentand complete the required information.

Upload aShipping Confirmationfile for multiple orders (only available to sellers with Professional selling accounts).

For more information, seeConfirm Individual ShipmentsorConfirm Multiple Shipments with feeds.

You must confirm shipment of the order with Amazon within 30 days of the order date. Otherwise, Amazon will automatically cancel the order and you will not be paid even if you shipped the order. One week before the 30 day cutoff, you will see a warning inManage Orders("Confirm as shipped by [date] to avoid cancellation"), and you will receive a notification by email.

You may only redirect an order to an address other than the one provided in step 4(a) if the buyer or Amazon Customer Services has contacted you through the Amazon messaging system and requested the change.

TheOrder Detailspage

AnOrdersreport

AnUnshipped Ordersreport

Get the delivery address in one of these locations:

Note:To protect confidential buyer information, Amazon does not include the buyer’s delivery address in theSold, Ship Nowemail.

Ship the order to the buyer using the delivery address and the requested shipping method.

FAQ:A buyer has asked me to ship an order to a different address. What should I do?

Note:Only ship orders that you can verify asUnshippedinManage Ordersor through the reports.

Confirm shipment using one of the following methods:

Notes:

文章正文：亚马逊官方网址