亞馬遜A-Z是什么？簡單來說就是買家通過A-Z向賣家提起退款申請。 引導客戶關閉A-Z是在你理虧的情況下，為了賬戶分數，向買家妥協商量的行為。 過多的索賠申請亞馬遜會封掉你的賬戶，所以要把你的A-Z索賠申請數量降到最低。

一、時間限制：7日

如果7天之內沒有對郵件中的相關問題做出及時滿意的答復，提供充足的信息。根據交易金額，亞馬遜會在Amazon payment 記上欠賬。

二、 情景一：沒收到貨

這是最常見的開A-Z的原因，所以在商品售出后最好給客戶一個物流反饋， 減少差評，AZ的可能。

解決：1、 追蹤號顯示已經送達， 但是客戶沒有收到。

直接把跟蹤號和日期寫上，表達一下， 貨物已送達， 客戶沒有注意簽收不是我們的過失。

Dear amazon team,

Our product has been delivery to customer on XX date.

So we believe it’s not our responsibility for customer not receive the item.

We will have contact customer and hope to solve this with him.

Hope you could help to close this AZ, thank you.

2、追蹤號不是亞馬遜承認的物流方式：這個基本上只能讓客戶幫忙關閉AZ。

Dear customer,

We are sorry that the item still not reach you.

Maybe the item ship to the wrong address.

For that we will responsible for it.

Would you like a refund or resent of the item?

Waiting for your reply.

等客戶回復后，直接問客戶是否滿意解決，然后說如果問題解決了，請給關閉這個AZ。但是， 如果一直聯系不上客戶，7天內， 自己主動去退款吧。

情景二：產品細節問題，比如尺碼，破損。

根據具體情況回擊：尺碼問題比較容易解決，只要是我們已經寫上尺寸，你可以說買家沒有看清楚我們的碼數，不是我們的責任。

破損：收到就壞了，也是基本只能聯系客戶， 勸關閉az，收到用了一段時間，可以說是客戶使用不當造成的產品損壞。

以下可以參考：

Dear Buyer,

Thank you for contacting us about the problem of your recent order. Hopefully we have fully resolved your issue. If you think the problem is now solved and would like to withdraw the A-to-z Claim, which you filed eariler on this order__________(訂單ID), we would greatly appreciate it.

Here are the steps to withdraw your A-to-z claim in the orders section of Your Account.

★To withdraw a claim for purchases made on Amazon.com

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.

We hope you have a pleasant day, thank you for shopping at __________(這放店鋪名).

Yours sincerely,

_______(店鋪名) Customer Service Team

其實前期做好物流工作， 一般是不會收到這類的申訴的。

其實，客戶如果沒給差評，也是只要想解決問題，拿回自己的錢而已。要好好想想前期能做的工作，認真做好， 這樣差評AZ才能減少。

出處www.cnstudio.com