减少索赔和信用卡拒付

如果索赔和信用卡拒付影响了您的卖家绩效（及订单缺陷率），以下几条建议可帮助您避免这些情况：

• 在 24 小时内回复买家的所有电子邮件消息。

• 积极为订单退款。立即回复退货请求，并在适当时为买家退款。

• 使用准确的描述和图片发布您的商品。所有商品必须与正确的 ASIN 匹配，且必须根据我们的状况指南进行分类。

• 监控您的商品信息，以确保它们准确无误。

• 切勿使用状况备注来描述遗漏的信息或说明实际商品与详情页面上所列商品的差异（例如“近似新品，但缺失镜头盖”）。所有商品信息必须与商品详情页面完全一致。

• 仅向亚马逊提供给您的地址发货。

• 使用优质商品图片。

• 小心配送。对于高价商品，应妥善包装，使用可追踪的配送方式并要求签收。

• 定期更新您的库存，以避免缺货。

• 如果您收到的订单中有无法配送的商品，请立即取消订单。

• 监控订单的配送进度。

• 如有任何延迟，请立即通知买家。

• 积极解决与您所用的配送方式相关的任何配送问题。

• 切勿在亚马逊商城之外请求或接受付款。

影响您的订单缺陷率的亚马逊商城交易保障索赔、信用卡拒付和负面反馈也可能会对您的卖家绩效造成负面影响。请确保在收到电子邮件通知后 3 个日历日内回复亚马逊发送的索赔和信用卡拒付通知。如果您未在该时间段内回复，则您会被自动视为过错方。如果我们再次来信向您询问更多信息，请确保在规定时间范围内回复。

 亚马逊官网原文详情：

Reduce claims and chargebacks

If claims and chargebacks are affecting your seller performance (and your Order Defect Rate), here are some suggestions to help you avoid them:

• Answer all email messages from buyers within 24 hours.

• Refund orders proactively. Promptly respond to return requests, and refund buyers when appropriate.

• List your products with accurate descriptions and images. All offers must be matched against the correct ASIN and must be classified in accordance with our condition guidelines.

• Monitor your listings to ensure that they remain accurate.

• Never use condition notes as a method to describe omissions or differences from the product listed on the detail page (such as, "Like new but missing lens cap"). All listings must match the product detail page exactly.

• Ship only to the address provided to you by Amazon.

• Use high-quality product images.

• Ship with care. Use careful packaging, traceable shipping methods, and signature-required methods for high-cost items.

• Update your inventory regularly to avoid running out of stock.

• Cancel orders promptly if you receive an order for a product you cannot ship.

• Monitor the progress of your orders while they are in transit.

• Notify buyers immediately of any delay.

• Be proactive in resolving any delivery problems related to the delivery method you use.

• Never solicit or accept payments outside of Amazon Marketplace.

Your seller performance can be negatively affected by A-to-z Guarantee claims, chargebacks, and negative feedback, which are components of your Order Defect Rate. Make sure you respond to notifications from Amazon about claims and chargebacks within three calendar days of the email notification date. If you don't respond within that time frame, you may automatically be found at fault. If we write to you a second time, asking for additional information, make sure you reply within the given time frame.

 文章来源：亚马逊官方网站