亞馬遜買家不想出退貨運(yùn)費(fèi)，提交了2個AZ（撤了一個），該怎么回復(fù)？

把事情講清楚就好。注意一下，你可以分幾段來寫，但是每段的開頭一定要提到關(guān)鍵點。比如這樣：
1. We delivered 1 day early.?
Customer ordered on Aug. 2nd and was given an estimated delivery date of the 7th through the 11th. We shipped this same day with UPS/USPS Ground tracking #xxxx and it was delivered on Aug. 6th.
2. Customer doesn’t want to pay return shipping for remorse return.
Customer submitted 2 return requests, which we approved same day. Customer is trying to get around paying return shipping for their buyers remorse return.

要記得把第一個az中他說的話引用過來：
1. Customer opened an A to Z claim, which he withdrew.
And here are his comments:
”willing to keep half the order due to needing the full order faster than what it was sent. None have been used yet. However, I refuse to pay return shipping. If your company won't pay the return shipping and return the items at the value I paid I'll simply contract the credit card in which the item was paid for on and have them handle the credit. Please advise on how your company would like to proceed.”
You can read from it that he wants to keep part of the order, just not all of it.?
2. He then opened a second A to Z claim when he claims it was “received late”, but the tracking proves it was received early.
This is a buyers remorse return and it is Amazon's policy that buyers pay for return shipping.

樓主，你應(yīng)該讓亞馬遜知道，你想讓他們采取什么行動（讓他們駁回客戶的claim，要說明理由）：
Please deny this A-Z as it is out of policy for the reasons:
Purchase was delivered as described and before the end of the Delivery Window. A-Z Claim of 'late' is false.
Customer wanted a discretionary return, but has not returned product.
Customer extortion - threatened CC Chargeback prior to returning goods.
Customer has not met any of the criteria for filing A-Z

附上亞馬遜的政策，這樣更有說服力：
1.?
Customer policy:?
"How Refunds Are Issued:
Most refunds are issued based on the payment method used at the time of purchase....You will still need to return your items within 30 days."
“買家應(yīng)在購買的30天內(nèi)退還物品，然后賣家再退款”

而且要說到這個買家的做法不符合申請az的條件：
A-Z conditions not met:
"You can file a claim when all of the following applies:?
You have contacted the third-party seller through Your Account.
You have waited two business days for a response.
Your request meets one of our A-to-z Guarantee conditions below.
The third-party seller failed to deliver the item by 3 days past the maximum estimated delivery date or 30 days from the order date, whichever is sooner.
The item you received was damaged, defective, or materially different from the item represented on the product detail page.
The third-party seller agreed that they'd refund you, and they either haven't refunded you at all or the refund is in the wrong amount.

樓上的方法可行。如果shipping label上沒有寫包裹的重量信息，你可以聯(lián)系郵局，給他們tracking number，問一下退回來的包裹重量是多少。
然后把前后的重量對比情況發(fā)給買家，問他是不是不小心弄錯了，再說等他把產(chǎn)品退回來后你就退錢
樓主，再說一下AZ被否決的原因，來支撐你的論點（注意黑體字部分）：
The common reasons for a A-Z claim being denied include:
The item received was the same as described by the seller.
The item was received and the seller provided verification of delivery.
You failed to respond to a request for further information.
The claim was filed due to buyer remorse rather than an actual issue with the item.
You filed a chargeback with your payment processor or bank.
You were unwilling to return the item to the seller.
Amazon regarded the claim as inappropriate."

買家只下了一個訂單，卻申請兩個AZ claim？這樣好像是違反規(guī)定的吧？你在回復(fù)az的時候可以提一下