注意： 如果您购买了亚马逊购买配送服务并按时发货，当买家报告配送问题时，您将免遭索赔。亚马逊将支付这些索赔的费用，而且它们不会影响您的 ODR。
准确地描述商品，并提供清晰的图片。这会消除买家对商品的不恰当期望。您的商品必须与相应 ASIN 匹配，且您必须为商品指定正确的状况。有关更多信息，请参阅状况指南。
在 24 小时内回复买家。如果买家与您联系，请及时回复，以便确保良好的买家体验。如果买家请求退货，请指导买家提交退货请求。未在 24 小时内回复会增加买家提出索赔的几率。
在 48 小时内回复来自在线退货处理中心的退货请求。否则，可能会导致亚马逊商城交易保障索赔并立即从您的账户中扣款。
How to prevent an A-to-z Guarantee Claim (Referred to as “Claim(s)” in this help page)?
To prevent Claims, we suggest that you follow these best practices:
Include valid tracking for all deliveries. Tracked shipments allow Buyers to see the status of their delivery without needing to contact you. Failure to provide tracking is one basis for granting a Claim. For more information, please see our Valid Tracking Rate page and ODR page. You can edit order tracking information by going to Orders, and then Manage Orders. Enter the Order ID into the Advanced Search. Once you find the correct order, click Edit Shipment and provide the revised tracking number.
Require signature confirmation for high value shipments. Requiring a signature helps Amazon determine if a buyer has received their item(s). If it is unclear if an item has been delivered, a buyer’s Claim is more likely to be granted.
Confirm shipments before expected ship date. Make sure the courier picking up deliveries first scans the buyer’s package(s) before the ‘ship by’ date. It is important to confirm that you have sent orders on or before the expected ship date so that Buyers can see the status of their order and understand when to expect delivery – without the need to contact you. Failure to ship on time negatively impacts your Late Shipment Rate and makes it more likely that a claim will be granted.
Ensure delivery is completed before the Estimated Delivery Date: In cases where a delivery is delayed, notify the buyer and verify that they agree to accept late delivery.
Use supported couriers: Amazon offers Buy Shipping Services that enables sellers in certain marketplaces to purchase pre-paid, tracked shipping labels from Amazon and have packages collected directly from their premises. If sellers ship on time using Amazon's Buy Shipping, sellers are protected against A-to-z Guarantee Claims if the Claim is related to delivery issues. Under those circumstances, even a granted Claim will not impact your account health, although you may still be responsible for reimbursing the buyer.
Describe products accurately and provide clear images. This eliminates confusion over what Buyers expect to receive. Your products must match the correct ASIN and you must assign the correct condition. For more information, see Condition guidelines.
Promptly cancel any out-of-stock orders. Email Buyers to let them know why you cancelled their orders so they are not waiting for their items to arrive.
Respond to Buyers within 48 hours. If Buyers reach out to you, promptly respond to ensure a good Buyer experience. If a Buyer is requesting a return, direct the Buyer to submit a return request. Eligible returns (requested within Amazon’s standard 30 day return window) need to be authorized by you, regardless of the category. Out of policy return requests can be denied. Failure to respond within 48 hours increases the chances of a Claim being filed.
Refund Buyers proactively. If Buyers contact you for a refund, promptly provide the refund so that Buyers do not need to file a Claim.
If you approve a Return Request and you wish for the item to be returned, always provide a local return addressor a pre-paid return label and guidelines on how to return the product. Refund the buyer in full, without requesting that the buyer return the item(s).
If you approve a Return Request and you do not wish for the item to be returned, proactively refund the buyer in full and clarify that the buyer need not return the item(s).
If you close a Return Request, always clarify the reason for return ineligibility.
Respond to Return Request within 48 hours. Always approve or close a Return Request based on order’s return eligibility. If you wish to refund the buyer’s payment, you may choose to request that the buyer return the item before you process the refund. Failure to do so may result in an A-to-z Guarantee Claim and an immediate debit to your account.
Communicate clear instructions to buyer on return process.
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.
Note: The A-to-z Guarantee policy applies to all Buyers, including Amazon Business Buyer.