亚马逊A-Z是什么？简单来说就是买家通过A-Z向卖家提起退款申请。 引导客户关闭A-Z是在你理亏的情况下，为了账户分数，向买家妥协商量的行为。 过多的索赔申请亚马逊会封掉你的账户，所以要把你的A-Z索赔申请数量降到最低。

一、时间限制：7日

如果7天之内没有对邮件中的相关问题做出及时满意的答复，提供充足的信息。根据交易金额，亚马逊会在Amazon payment 记上欠账。

二、 情景一：没收到货

这是最常见的开A-Z的原因，所以在商品售出后最好给客户一个物流反馈， 减少差评，AZ的可能。

解决：1、 追踪号显示已经送达， 但是客户没有收到。

直接把跟踪号和日期写上，表达一下， 货物已送达， 客户没有注意签收不是我们的过失。

Dear amazon team,

Our product has been delivery to customer on XX date.

So we believe it’s not our responsibility for customer not receive the item.

We will have contact customer and hope to solve this with him.

Hope you could help to close this AZ, thank you.

2、追踪号不是亚马逊承认的物流方式：这个基本上只能让客户帮忙关闭AZ。

Dear customer,

We are sorry that the item still not reach you.

Maybe the item ship to the wrong address.

For that we will responsible for it.

Would you like a refund or resent of the item?

Waiting for your reply.

等客户回复后，直接问客户是否满意解决，然后说如果问题解决了，请给关闭这个AZ。但是， 如果一直联系不上客户，7天内， 自己主动去退款吧。

情景二：产品细节问题，比如尺码，破损。

根据具体情况回击：尺码问题比较容易解决，只要是我们已经写上尺寸，你可以说买家没有看清楚我们的码数，不是我们的责任。

破损：收到就坏了，也是基本只能联系客户， 劝关闭az，收到用了一段时间，可以说是客户使用不当造成的产品损坏。

以下可以参考：

Dear Buyer,

Thank you for contacting us about the problem of your recent order. Hopefully we have fully resolved your issue. If you think the problem is now solved and would like to withdraw the A-to-z Claim, which you filed eariler on this order__________(订单ID), we would greatly appreciate it.

Here are the steps to withdraw your A-to-z claim in the orders section of Your Account.

★To withdraw a claim for purchases made on Amazon.com

Go to Your Orders

Locate your order in the list and click Order Details.

If the order has already shipped, click Withdraw claim under Problem with this order? on the order summary page.

Follow the prompts to explain the withdrawal and click Withdraw claim to complete the request.

We hope you have a pleasant day, thank you for shopping at __________(这放店铺名).

Yours sincerely,

_______(店铺名) Customer Service Team

其实前期做好物流工作， 一般是不会收到这类的申诉的。

其实，客户如果没给差评，也是只要想解决问题，拿回自己的钱而已。要好好想想前期能做的工作，认真做好， 这样差评AZ才能减少。

出处www.cnstudio.com