回复亚马逊商城交易保障索赔通知

如果我们在索赔调查期间确定需要其他信息,我们将通过电子邮件联系您,而您必须在三个日历日内予以回复。如果您未在三个日历日内回复索赔通知,我们将批准买家的索赔并从您的账户中扣除索赔金额。

要回复索赔通知,按照以下步骤操作:

  1. 在【绩效】菜单上,选择亚马逊商城交易保障索赔。

  2. 在默认的【需操作】选项卡下,找到相关索赔并选择【回复亚马逊】。

  3. 在文本框中输入您的意见,并包含任何可以帮助我们更好了解索赔情况的信息。

  4. 点击【提交】。


注意: 如有必要,您可以针对已获批准且由卖家出资的索赔提出申诉。请参阅针对亚马逊商城交易保障索赔提出申诉了解更多详情。

有关索赔的更多信息,请参阅关于亚马逊商城交易保障索赔帮助页面。

注意: 对于 Amazon Pay 交易,亚马逊商城交易保障政策有所不同。请在 Amazon Pay 网站上查看面向卖家的亚马逊商城交易保障索赔。


亚马逊官网原文详情:   

How to respond to an A-to-z Guarantee Claim (Referred to as “Claim(s)” in this help page) notification?

If we determine that additional information is required during a Claim investigation, we will contact you via email with a request for more information and provide an A-to-z Guarantee Claim notification on your Seller central homepage that requires your attention. This may include (but is not limited to) the following information:

  • For delivery related Claims: Dispatch method, proof of delivery, tracking number, and carrier details.

  • For returns related Claims: Eligibility of return request, domestic return address, returns shipping details (like return label)

  • Any correspondence between the Buyer and you that proves you spoke to the buyer or received an e-mail message from the buyer with an acknowledgement of receipt of the order and/or satisfaction with the transaction.


If you do not respond to our request for additional information within 48 hours, the Claim will be granted in favor of the Buyer, and your account will be debited for the Claim amount. This Claim will reflect in your account health or Order Defect Rate (ODR) metrics.

To respond to a Claim notification:

1. From the Performance menu, select A-to-z Guarantee Claims.

2. In the Action required tab (which is the default tab), find the relevant Claim and select Respond to Amazon.

3. Enter your comments in the text box and include any information that may help us better understand the Claim and your position on whether it should be granted. Please note the text box does not support attachments. If you need to attach any documents, please use Buyer-Seller Messages to attach documents and send it to the buyer. Additionally state in your A-to-z Guarantee Claim response that you have attached additional information (example POD) in Buyer-Seller Messages.

4. When you are ready, click Submit.

We encourage you to check your email often so that you are aware of when you need to take action on Claims. Promptly responding to Claims is critical for reaching amicable outcomes. Please review our Order Defect Rate (ODR) help page for more information on how Claims impacts your account health.

For more information about claims, refer to the About A-to-z Guarantee claims help page.

Note: The A-to-z Guarantee policy is different for Amazon Pay transactions. You can review the Amazon A-to-z Guarantee for Merchants on the Amazon Pay website.

文章来源:亚马逊官方网站