退货、退款、取消和索赔

退货

要处理退货请求,请转至管理卖家自配送退货页面,您可以在其中查看、批准或拒绝退货请求。您也可以通过点击卖家平台中的“订单”下拉菜单访问“管理退货”页面。

注意: 在发放退货之前,请确保该订单不是卖家自配送 Prime 订单。要检查订单是否为卖家自配送 Prime 订单,请转至卖家平台,查看该订单是否带有 Prime 标记。有关详情,请参阅卖家自配送 Prime 计划条款。

您于所在地收到退货货件时,相应货件会包含装箱单和退货邮寄授权 (RMA) 编号,以帮助您识别退货货件。

重要: 收到退货货件后,我们希望您在两个工作日内为买家办理退款。如果您未在两个工作日内办理退款,亚马逊将保留为买家退款并向您的卖家账户收取同等金额的权利。

为避免不良的买家体验,请积极监控退款进度以确保它能及时发放给买家。


重要: 为确保买家获得一致体验,您必须至少提供与亚马逊退货政策同等或更加优惠的退货政策。计算退回商品的送达时间时,我们会考虑承运人可能会比实际送达您的所在地的时间提前最多 24 小时扫描该包裹。如果您认为亚马逊不应该扣除您的款项,且买家的索赔已获批准,请参阅针对亚马逊商城交易保障索赔提出申诉,对该决定提出申诉。建议您在 24 小时内回复退货请求。

有关如何管理退货的更多信息,请参阅管理卖家自配送退货。


退款

当您收到买家的退货请求、退回的货件,或已安排退还购买金额时,则需要处理退货事宜。

您可以通过管理订单工具发放全额或部分退款。请参阅发放退款和退款选项页面,了解更多信息。


取消

如果买家要求您取消订单,且您尚未发货及确认发货,您可以在管理订单页面或使用订单取消上传数据来取消订单。

请参阅订单取消和使用订单取消模板取消多个订单,了解更多信息。

如果您已确认订单发货,则可以在管理卖家自配送退货中批准退货请求


索赔

亚马逊商城交易保障可为购买由您直接销售和配送的商品的买家提供保护。我们的保障涵盖您所售商品的及时配送、状况和退货体验。如果买家对上述任何一方面不满意,且无法与您达成一致的解决方案,我们允许他们提出索赔。您可以参阅亚马逊商城交易保障页面上的索赔资格政策。


亚马逊官网原文详情:   

Returns, refunds, cancellations, and claims

Returns

To process a return request, go to Manage Seller Fulfilled Returns page, where you can review, authorize, or decline requests. You can also access Manage Returns page by clicking the Orders drop-down menu in Seller Central.

Note: Before issuing a return, ensure that the order is not a Seller Fulfilled Prime order. To check whether it is a seller Fulfilled Prime order, go to Seller Central to see if there is a Prime badge associated with the order. For details, see Program Terms for Seller Fulfilled Prime.

When you receive a return shipment at your facility, the shipment will include a packing slip and Return Mailing Authorization (RMA) number to help you identify the return.

Important: Once you receive a return, we expect you to process a refund to the buyer within two business days. If you do not process a refund within two business days, Amazon reserves the right to refund the buyer and charge the amount to your seller account.

To avoid a negative customer experience, actively monitor the refund to ensure that it is issued to the buyer in a timely manner.


Important: To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies. When we calculate the returned product delivery time, we take into consideration that carriers might scan the package up to 24 hours prior to actual delivery to your facility. If you consider to be wrongly charged and a claim is granted to the buyer, refer to Appeal an A-to-z Guarantee claim to appeal the decision. We recommend that you respond to return requests within 24 hours.

For additional information regarding how to manage your returns, refer to Manage seller-fulfilled returns.


Refunds

You need to process a return when you have received a return request from a buyer, a returned shipment, or have arranged to refund a purchase.

You can issue refunds in full or in part via the Manage Orders tool. Refer to Issue a Refund and Refund Options page for more information.


Cancellations

If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders or use an Order Cancellation feed.

Refer to Order cancellations and Cancel Multiple Orders with the Order Cancellation Template for additional information.

If you have already confirmed an order as shipped, you can authorize the return request in Manage Seller Fulfilled Returns.


Claims

The Amazon A-to-z Guarantee protects buyers when they purchase items sold and fulfilled by you directly. Our guarantee covers the timely delivery, condition, and return experience of items you sell. If buyers are unsatisfied with any of the above, and cannot reach a resolution with you, we enable them to file a claim with us. You can refer to the claim eligibility polices on the A-to-z Guarantee page.


文章来源:亚马逊官方网站