多渠道配送订单的客户服务

您有责任为多渠道配送 (MCF) 订单提供客户服务,包括处理订单状态查询、买家退货和赔偿。

订单状态查询

只有在订单发货之后,才会提供多渠道配送订单的追踪信息。您可以在管理订单工具的订单详情页面查看预计的发货日期和送达日期,以及订单追踪详情。该页面还有一个 Swiship 链接,您和您的买家可以通过此网站获得已发货包裹位置的实时信息。

请注意,如果您的订单已发货,但您看不到追踪信息,可能的原因如下:

  • 承运人需要一些时间来更新追踪信息。发货后至少需要一天时间,才会显示追踪信息。

  • 某些承运人只提供最后的追踪事件,即已完成配送。在这种情况下,我们无法提供更详细的追踪信息。


如果您的订单直到预计送达日期仍未发货,请联系销售伙伴支持。

买家退货

您有责任配合买家进行退货。如果您希望买家直接将退货商品发送至亚马逊,若该商品仍处于可售状况,则会重新退还至您的库存。必须在退货包裹内提供退货商品授权 (RMA),亚马逊才会接受退货。

要为您的买家生成 RMA,请执行以下操作:

  1. 在管理订单页面,点击相应的订单编号。

  2. 点击【创建买家退货】。

  3. 在【退货】下拉菜单中,选择每件要退货商品的编号。

  4. 在【退货原因】下拉菜单中,选择退货原因。

  5. 在【备注】文本框中,输入所有额外备注。点击【提交】。


将 RMA 发送给买家,供其放入退货包裹中。如果要向买家提供退货货件标签,可以在 RMA 上找到退货地址。如果未提供货件标签,请让买家将商品退还至 RMA 上所列的地址。

点击【退货状态】可追踪退货状态。如果退还的商品仍处于可售状况,我们会将其退还至您的库存。如果商品出现残损,您可以提交赔偿申请。如果由亚马逊处理退货,将按照《亚马逊物流丢失和已残损库存赔偿政策》和《亚马逊服务商业解决方案协议》为您提供赔偿。

赔偿申请

如果经确认您的多渠道配送订单商品已丢失或出现残损,那么可以针对该订单申请赔偿。


丢失

如果您的订单在预计送达日期后七天内仍未送达,您可以申请丢失赔偿。承运人标记为已送达的订单无法申请赔偿。

具体赔偿金额根据《亚马逊物流丢失和已残损库存赔偿政策》计算得出。赔偿方为亚马逊,而不是买家。您负责与买家解决相关问题。


已残损

如果您的订单商品在运往买家的途中出现残损,您可以申请残损赔偿。必须提供残损商品的照片证明才能获得赔偿。

重要: 如果您是采用多渠道配送的方式从亚马逊运营中心移除商品,将无法申请丢失或残损赔偿,而是要创建移除订单。有关更多信息,请参阅移除库存(概览)。

无法配送的订单

有时,您创建的订单会因商品已残损却无法提供换货,或因商品最近被归类为危险品而无法配送。

我们建议您查看每日库存历史记录,了解您是否有充足的库存,以免出现缺货。

如果您被告知您的某个商品可能为危险品,请参阅亚马逊物流危险品审查流程。


亚马逊官网原文详情:   

Customer service for Multi-Channel Fulfillment orders

You are responsible for providing customer service for Multi-Channel Fulfillment (MCF) orders. This includes handling order-status inquiries, customer returns, and reimbursements.

Order status inquiries

Tracking information on MCF orders is available only after your order ships. You can find the estimated shipping and delivery dates and tracking details on your Order Details page in the Manage Orders tool. On that page, you’ll also find a link to Swiship, a website where you and your customers can get real-time information on the location of shipped packages.

If your order has shipped but you don’t see tracking information, note the following:

  • It can take a while for carriers to update their tracking information. Allow at least one day after shipping for tracking information to appear.

  • Some carriers provide only the last tracking event, which is Delivered. In these cases, we can’t provide more detailed tracking information.


If your order has not shipped by the estimated delivery date, contact Seller Support.

Customer returns

You are responsible for coordinating returns with your customer. If you want your customer to send the return directly to Amazon, the product will go back into your inventory if it’s in sellable condition. For Amazon to accept a return, a return merchandise authorization (RMA) must be inside the returned package.

To generate an RMA for your customer, do the following:

  1. On the Manage Orders page, click the order ID.

  2. Click Create Customer Return.

  3. In the Return drop-down menu, select the number of each item being returned.

  4. In the Return Reason drop-down menu, select the reason for the return.

  5. In the Comments text box, type any additional comments. Click Submit.


Send the RMA to your customer to put inside their return package. If you want to provide a return shipping label to your customer, you can find the return address on the RMA. If you’re not providing a shipping label, ask the customer to return the product to the address listed on the RMA.

Click Return Status to track the status of the return. If the returned item is in sellable condition, we’ll return it to your inventory. If the item is damaged, you can submit a reimbursement request. If Amazon processed the return, you will be reimbursed in accordance with the FBA lost and damaged inventory reimbursement policy and the Amazon Services Business Solutions Agreement.

Reimbursement requests

You are eligible for reimbursement on your MCF orders if the order is determined to have been lost or damaged.


Lost

If your order hasn’t been delivered within seven days after the estimated delivery date, you are eligible to file for lost reimbursement. Orders that the carrier marks as delivered are not eligible for reimbursement.

The reimbursement amount is calculated according to the FBA lost and damaged inventory reimbursement policy. Amazon reimburses you, not the customer. It is your responsibility to resolve the issue with the customer.


Damaged

If your order was damaged in transit to your customer, you are eligible to file for damaged reimbursement. You must provide photographic proof of the damaged item to get reimbursement.

Important: If you use MCF as a way to remove items from a fulfillment center, you won’t be eligible for lost or damaged reimbursements. Instead, create a removal order. For more information, visit Remove inventory (overview).

Unfulfillable orders

Occasionally, an order that you created can’t be fulfilled because the unit is damaged and a replacement was not available, or the product was recently categorized as a hazardous good.

We recommend that you check your Daily Inventory History report to see if you have enough inventory to avoid running out of stock.

If you were notified that one of your products may be hazardous, see FBA dangerous goods (hazmat) review process.


文章来源:亚马逊官方网站