Anyone who works on Amazon will encounter A-to-Z (Amazon Mall Transaction Guarantee Claims), and the emergence of A-to-Z will affect ODR. The more frequent the total, the account may be Sales are restricted. Some sellers feel anxious after receiving an A-to-Z.
Since A-to-Z can affect stores, what is A-to-Z?
Amazon performs maintenance on all buyers who purchase goods on the platform Policy, if the buyer is not satisfied with the products or services sold by the third-party seller, the buyer can make an Amazon A-to-Z Guarantee Claim (commonly known as “A-to-Z” or “A-to-Z Claim”) ”) to protect their own rights and interests.
From the meaning of A-to-Z, we can know that if buyers are not satisfied with the products or services of third-party sellers, they can protect their rights and interests through A-to-Z. If A-to-Z is established, the seller’s ODR will be recorded, performance will be affected, and the impact on the seller’s account can be said to be relatively large. What’s more, if the store has relatively few orders, you need to pay more attention. The establishment of one or two A-to-Zs may cause your account to be approved, frozen, or even closed.
Of course, if you receive A-to-Z, don’t be too anxious. Amazon will give you three days to negotiate. You can use these three days to contact the buyer and communicate with the buyer. Discuss how to handle it.
Note: The reason for the emergence of A-to-Z does not necessarily lie with the seller. Seller friends should understand it!
When encountering A-to-Z, the following practices are not recommended:
1. Refund the customer directly. Some sellers believe that direct refunds can save a lot of inconvenience without having to explain to Amazon or contact the buyer. In fact, this is not the case. If you refund the customer directly, if the number is too many, Amazon will find out that your product quality is poor and your product is a counterfeit, and Amazon will approve your account. Actively communicate and discuss with the buyer, try to cancel the A-to-Z, and make Amazon confused about the situation, and Amazon will pay the compensation itself. At the very least, you can show Amazon that you are proactive in resolving issues.
2. The seller directly refuses to settle the claim. The most serious negative impact of this kind of personal behavior is that the store will be closed.
3. During the A-to-Z approval period, Amazon will contact buyers or Amazon at will. If the language is inappropriate, it will lead to serious consequences of the store being closed.