卖家自配送 Prime 的客户服务
与卖家自配送 Prime 订单相关的所有售后问题,都将交由亚马逊客户服务部门处理。
亚马逊客户服务 (CS) 将提供并自行确定针对 Prime 商品的所有售后客户服务,包括买家退货、退款和对卖家自配送 Prime 商品的调整(例如退款不退货、部分或全额退款、调整订单配送速度和配送价格、运费退款、取消订单或在规定的退货有效期过后提供退货并退款)。
参与卖家自配送 Prime 计划,即表示卖家同意亚马逊可能会向其账户收取与卖家自配送 Prime 商品相关的任何退货、退款或其他调整和优惠费用。
您还应负责解答买家在订购前的查询、与商品相关的查询及亚马逊客户服务提出的所有订单相关问题。您同意以尊重的态度处理所有此类问题,提供高标准的 Prime 客户服务和买家体验。
一般情况下,亚马逊客户服务不会就卖家自配送 Prime 订单尝试与您联系。在某些情况下,亚马逊仍需要您帮助解决买家的问题。如果亚马逊客户服务代表买家与您联系:
否,所有符合政策的退货请求都将自动获得批准。您不需要采取任何操作来授权退货。
在您的库房收到退货后,您有两个工作日时间来为商品退款。
您有责任在收到退货后向买家发放退款。但是,亚马逊客户服务保留在例外情况下根据买家的请求提供退款的权利(参阅下面的第 6 个常见问题)。
亚马逊可自行决定在卖家自配送 Prime 订单中为买家提供退款,但以下是客户服务发放退款的最常见场景:
卖家会获知亚马逊客户服务的退款决定以及有关为何发放该退款的信息(参阅第 12 个常见问题)。
通常,亚马逊客户服务员工会直接解决问题,而不会联系您。但是,如果亚马逊客户服务员工无法回答买家提出的特定商品问题,则可能会通过买家与卖家消息服务联系您。
通常,亚马逊客户服务在发起退款之前会要求退货。在某些情况下,客户服务可能会破例,不要求退还商品。如果您的索赔符合卖家自配送 Prime 赔偿政策中的标准,亚马逊可能会对您进行赔偿。
目前,维修功能不适用于卖家自配送 Prime 订单。请接受退货,并向买家提供全额退款。
在某些情况下,亚马逊客户服务可能会在退货有效期过后接受退货或提供退款给退款。这些例外具体取决于买家的情况。
否,如果买家能够退货,则是因为亚马逊客户服务为该买家破例,并接受了在退货有效期过后提出的退货请求。您需要接受所有此类退货。如果您的索赔符合卖家自配送 Prime 赔偿政策中的标准,亚马逊可能会对您进行赔偿。
要对客户服务发放的退款金额提出异议,请参阅卖家自配送 Prime 赔偿政策。
在某些情况下,如果您声称自己不应承担退款责任,亚马逊可能会赔偿您。您可以创建 SAFE-T 索赔以请求赔偿,为此请访问卖家自配送 Prime 赔偿政策,了解有关 SAFE-T 索赔的更多信息。
如果由于承运人在配送时不够妥善(通常是遗失或损坏商品)导致发生退款,您应直接联系该承运人并提供问题的全部详情,直接向其寻求补偿。
亚马逊官网原文详情:
All post-order contacts regarding Seller Fulfilled Prime orders will be directed to Amazon Customer Service.
Amazon Customer Service (CS) will provide, and have sole discretion in determining, all post-order customer service to Prime items including customer returns, refunds, and adjustments to Seller Fulfilled Prime items (such as return-less refunds, partial or full refunds, changes to the shipping speed, and shipping price for an order, refunds of the shipping charge, cancellation of an order, or returns including a refund outside the stated return window).
As a part of participation in Seller Fulfilled Prime, sellers agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Seller Fulfilled Prime items to your account.
Sellers remain responsible for pre-order buyer inquiries, inquires related to the products, and any order-related questions from CS. You agree that you will be respectful in handling all such contacts and meet the Prime high performance bar related to customer service and customer experience.
In general, CS will try not to contact you about Seller-Fulfilled Prime orders. In some cases, Amazon still needs your help to solve customer problems. If CS contacts you on behalf of a customer:
No, all in-policy return requests are auto-authorized. You do not need to take any action to authorize returns.
You have two business days to refund the item after you have received the return at your warehouse.
It is your responsibility to issue a refund to the customer upon the receipt of a return. However, CS reserves the right to provide a refund on customers' request in exceptional situations (refer FAQ No.6 below).
Amazon has sole discretion on providing refunds for customers within SFP, however these are the most common scenarios where CS would issue a refund
Sellers are notified of refund decisions by Customer Service with information on why that refund has been issued (see FAQ No. 12).
Ordinarily, CS associates will resolve issues without contacting you. However, CS may contact you via buyer/seller messaging when the customer has a specific product question that the CS associate is unable to answer.
Ordinarily, Customer Service will ask the product to be returned before initiating a refund. In certain cases, Customer Service may make an exception and ask the product not to be returned. Amazon may reimburse you if your claim meets the criteria in the Seller Fulfilled Prime Reimbursement Policy.
At this moment, repair functionality is not available in SFP. Please accept the return and provide a full refund to the customer.
In certain cases, Customer Service may accept a return or provide a refund to the customer even outside the return window. These exceptions are made on a case-to-case basis depending on the customer situation.
No, if the customer was able to return the product it is because Customer Service provided an exception to the customer and accepted the return request outside the return window. You are required to accept all such returns. Amazon may reimburse you if your claim meets the criteria in the Seller Fulfilled Prime Reimbursement Policy.
To dispute a refund amount issued by Customer Service, please refer to Seller Fulfilled Prime Reimbursement Policy.
In certain cases, Amazon may reimburse you if you claim you should not be held responsible for the refund. You can create a SAFE-T claim to ask for reimbursement, please visit Seller Fulfilled Prime Reimbursement Policy to get more information about SAFE-T claims.
In the case where the refund happened because of poor carrier delivery performance, typically lost or damaged items, you should contact the carrier directly providing them full details of the case and seek compensation from them directly.
文章来源:亚马逊官方网站
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