小喇叭：上篇娜姐分享文章：如何快速获得amazon's choice标识！？
娜姐每天的操作日志及心得在这里分享给大家，还没关注的赶紧来噢！
娜姐推荐业务：开箱视频、红人视频、主图视频
“A-Z”简单来说就是买家通过A-Z向卖家提起退款申请。引导客户关闭A-Z是在你理亏的情况下，为了账户分数，向买家妥协商量的行为。过多的索赔申请亚马逊会封掉你的账户，所以要把你的A-Z索赔申请数量降到最低。
图片来源：亚马逊后台
1.没有收到货
a.追踪号显示已经送达， 但是客户没有收到
直接把跟踪号和日期写上，表达一下， 货物已送达， 客户没有注意签收不是我们的过失。
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.
b.追踪号不是亚马逊承认的物流方式
这个基本上只能让客户帮忙关闭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.
2.产品质量问题
收到就坏了，也是基本只能联系客户，劝关闭az，收到用了一段时间，可以说是客户使用不当造成的产品损坏。
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__________(订单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 __________(这放店铺名).
Yours sincerely,
_______(店铺名) Customer Service Team
3.如何避免A-to-Z 索赔
a.提供高质量产品
避免亚马逊A-to-Z索赔万无一失的方法无疑是销售高质量的产品，对于许多亚马逊卖家来说，可能对于采购廉价劣质的产品，然后再以高利润销售出去是非常诱人的，但从长远来看，这样做的成本效益很低，毕竟质量差的产品有很高的回报，同时也很容易收到差评和潜在的索赔风险。
b.按时发货
在亚马逊上销售时，应该以友好和专业的方式经营，一定要确保包装和运输安全，并且一定要按时发货，始终使用需要客户签名的交付系统，以便快速处理交付物品的索赔。
c.与消费者沟通，提供优质服务
一定要养成监控自己账户的习惯，尽可能快第一时间回复任何客户的反馈，特别是在客户有投诉倾向的情况下，从而帮助你避免问题演变成索赔。因为当消费者所购买的东西有问题时，被卖家忽视会令他们感到不满就会引起投诉，如果你已收到投诉，并相信消费者有真正的理由投诉，应立即退款或给予适当的补偿，例如消费者收到损坏的产品时，卖家需要做的就是立即更换产品。
卖家处理A -to-Z要比一般的退换货问题棘手。因为一旦A-to-Z索赔成立，会影响卖家的绩效指标中的订单缺陷率（ODR）以及完美订单（POP）的分数,对卖家的负面影响是显而易见的。假如卖家成交的订单本来就不多，就可更要小心了，可能会因为存在一两个A -to-Z，帐号会有被审核、冻结，甚至被关闭的风险。
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