How should sellers handle A-to-Z claims?
(1) Check promptly. Check your Amazon account Performance to see if there are any new A-to-Zs (if there are any new A-to-Zs, the customer service email address will receive an email notification).
(2) Reply promptly. Follow up and reply on Amazon within 3 days of opening the claim. If the seller does not respond within 3 days, Amazon will approve the buyer’s claim and refund the buyer directly. At the same time, according to the agreement with the seller, the full claim amount will be deducted from the seller’s account.
(3) Contact the buyer. Communicate well and try to get the buyer to withdraw the A-to-Z (if the seller cancels the A-to-Z after 3 days, the A-to-Z will still be counted in the seller’s ODR, i.e., order defect rate).
(4) Be careful with your words. When handling the A-to-Z, contact the buyer and Amazon. When writing emails, if the words are inappropriate or unreasonable, it will also cause the store to be closed.
(5) Prepare an appeal. If the buyer does not respond after multiple contacts, or the buyer’s request is beyond the seller’s control and the two parties are unable to reach an agreement, the seller needs to collect information that is beneficial to him/her and then submit a complaint letter to Amazon.
(6) How to appeal. In the appeal letter, the seller needs to provide order details, package tracking information, chat records with the buyer, part of the previously returned payment, discount information and other valid information. In the claim email notification sent by Amazon, click “Represent to Amazon” to apply for Amazon’s intervention in arbitration and provide the collected information.