When buyer meet the following three conditions at the same time, they can submit an application: The seller has been contacted via the "Contact Seller" button in "My Account". Vendors settled did not give a reply more than two working days. Your request fulfills one of the following "Amazon Marketplace Transaction Assurance Conditions" Amazon Marketplace Transaction Claims Conditions:
①. Did not receive the goods you purchase, please submit the claim within 3 days after the latest delivery date to 60 days after your successful payment. (In exceptional circumstances, Amazon will retain buyer's right for claims )
②. The goods received have a significant difference with the good description in listing，contacted with the seller but do not solved within the goods replacement period.
③. The seller failed to deal with return goods according to Amazon's return policy, or the buyer in accordance with the agreement between the buyer and seller to return the goods, but the seller did not give the refund of the goods in accordance with the agreement.
④. Invoice disputes, including the receipt has not been received, the invoice's title or the amount does not match.
Conditions that sellers need to assume liability
1. Refuse the request that buyer's reasonable and applicable to Amazon's return
2 The buyer failed to receive the package due to the seller's reasons, as the following situations
① The tracking information (such as express delivery number) provided by the seller from the delivery order indicates that the product is expected to arrive within a certain period of time, but in fact it can not be served within the estimated or reasonable time.
② There is an uncontrollable delivery error in the delivery of the order from seller (such as the wrong goods or send the wrong address), the seller should bear the responsibility of 3
How to handle Amazon A-to-Z?
1. Check in time: In the Amazon account Performance check whether there is a new A-to-Z (if there is a new A-to-Z, customer service mailbox will receive mail notification).
2. promptly reply: Need to follow up the reply on the Amazon within 3 days since the claim opens. If the seller does not respond within three days, Amazon default buyer win and approve the buyer's claim with a direct refund to the buyer, deducted the full amount of the claim from the seller's account according to the agreement with the seller.
3. Contact the buyer; communicate well and ask the buyer to withdraw A-to-Z (more than three days after the seller initiates revocation, the single A-to-Z will still count as the seller's ODR)
4. Attention Words: When deal A-to-Z during with buyers or Amazon. If the rhetoric improperly or unreasonable place will lead to the serious consequences of shop closed.
5. Prepare complaints: If you contact the buyer several times, the buyer has not responded, or the buyer's request is not satisfied by the seller, the two sides can not be coordinated. We need to gather information that is good for ourselves and then submit a complaint letter to Amazon to appeal.
6. How to Represent: In the petition letter we need to provide: Order details, package tracking information, records of buyer communication, part of the purchase price and preferential return information, any information that is beneficial to us etc. (sent in the Amazon In the claim email notification, click "Represent to Amazon" to request that Amazon intervene in the arbitration and provide the collected information)
1. try not to agree the request that refund before return, after all,there are some malicious buyers, and to avoid the lost of goods and money.
2. Without the effective communication between the two sides, the seller refused to claim or cancel the order voluntarily, may result in the shops were severely affected.
3. Each order can only apply once A-to-Z, if the buyer canceled A-to-Z, they can not apply again.
4. A full refund of the order, the buyer can no longer initiate A-to-Z claims.
5. With the direct refund of the part of the refund, if the buyer is not satisfied, the buyer can still apply for A-to-Z
6. Direct refund without communication, it is equivalent to recognize the poor quality of your products and other issues, often this operation will cause Amazon's suspicion.
7. Sometimes after Amazon investigation, it is unclear who has the problem, Amazon will pay indemnities directly to the buyer.
8. Refund is handled directly through the "Refund buyer" button in the claim email interface. Amazon will default it is the seller's responsibility and account this single A-to-Z in the seller's ODR. So, it is best to return to the order operation to refund.