亚马逊买的东西怎么售后？售后服务有哪些？
本文目录
谁知道亚马逊‘海外购’的退货政策还有厂商售后政策
亚马逊海外购的退货政策
电脑（笔记本电脑和台式机）
1.送达时有性能故障、已损坏或者包装尚未开启的全新台式机、笔记本或平板电脑，可享受30天内退货服务。
2.亚马逊有权测试因性能故障被退还的商品，如发现客户虚报商品的真实情况将会收取商品售价15%的费用。
3.因客户不正当使用引起故障、零件缺失或者无法再次出售的台式机、笔记本或平板电脑，亚马逊有权根据商品情况向客户收取更高的手续费。
珠宝首饰与钟表
1.价值75美元及以上的珠宝首饰及钟表商品，应采用可跟踪送货方式退回。
2.商品包装（包装盒、说明书、保修卡等）及防伪、分级和鉴定证书等需同商品一起退回。
3.缺失商品附随文件的商品，不予退货。
4.任何经调整尺寸、损坏或以其他方式改动过的商品，不予退货。
亚马逊“海外购”商品的厂商售后政策
有关亚马逊“海外购”商品的厂商售后政策，您可以直接联系厂商或者浏览厂商网站以获取更多的售后信息。
厂家售后政策可能因产品使用方式、购买地点、或者购买渠道的差异而不同。请在购买前详细了解售后政策，或者向厂家的售后部门咨询。
亚马逊各种售后问题如何处理
订单问题
1
客户要求改地址
第一种情况：客户已下单还没发货但因地址填写错误或其他原因要求修改地址。
处理方式：
卖家可以联系并让客户将正确的新地址发送过来，并友好的和客户沟通进行再次确认，保证地址无误。
第二种情况：客户订单已发货，但客户因某些原因需要修改地址并把新地址发送给卖家，要求卖家把产品发到新的地址。
处理方式：
▷如果产品价格不是很高，卖家可考虑重发一个到客户的新收货地址，一般来说，为避免后续的客户纠纷，这是一种无可奈何的做法。
▷如果产品的价格过高，不建议卖家重发货了。建议卖家可以给客户写封邮件，邮件内容委婉地说明订单已发货，不便于修改地址，并请求客户谅解。
2
客户要求取消订单
第一种情况：订单未发货。如果卖家收到Order cancellation request邮件，客户要取消订单。
处理方式：
这种情况卖家可以看看客户取消订单的原因，根据客户的要求进行取消订单即可。
第二种情况：订单已发货。
处理方式：
▷建议卖家先联系客户，询问取消订单原因；
▷告知客户订单已发货，无法追回货物；
▷友好的和客户沟通，询问客户是否愿意接受此商品；
▷若客户不要此商品，到货之后建议客户拒签，卖家给客户进行退款；
▷若客户签收了此商品，对于FBA的订单，可退货到FBA海外仓。
▷若卖家不是FBA发货，可在网上找代理或自己有途径的找一个海外当地地址进行处理，卖家需要支付相应的邮费和退货费；这个方式比较麻烦，相对退货成本也比较高，如果能和客户协商好退款最好。
二
物流问题
一般情况下，有部分客户在购买商品后，会向卖家发送邮件咨询物流方面的问题。
处理方式：
对于这种情况，若是卖家选择的是FBA发货，亚马逊会帮你处理所有的客服和物流问题。所以，卖家可以和客户说明去询问亚马逊客服，让其提供解决方案。
三
退货问题
1
客户不想要（已发货）
这种情况一般是客户不想要或者就想直接退货。
处理方式：
因为退货成本太高，建议联系客户尝试询问是否愿意接受此商品，让对方不退货并给他退款。
2
客户对商品不满意
如果客户不满意，首先卖家要知道客户不满的地方是哪里，做好客户反馈。
这种情况，一般客户不满意出现常见退货原因有：商品破损、发错货或颜色、长时间未收到货等。
处理方式：
▷先和客户道歉，请求对方谅解；
▷可以具体的跟客户说明，出现商品外观上问题，一般可能是物流刮痕或者运输损坏等；
▷对于发错货和客户长时间未收到货的这种情况卖家可以和客户协商退货或者退款；
▷卖家表达要委婉，让对方提供到货的商品图片，以便卖家后续进行改进给客户带去更好的购物体验。
需要说明的是：亚马逊的退货政策里面，FBA的订单大部分品类都是可以30天内无理由退货。
3
客户已退回的货
处理方式：
▷对于客户已经退回来的货物，如果商品完好，无其他破损或质量问题，卖家可联系亚马逊重新贴标签再次销售。
▷如果商品已经损坏，那么此商品将不可二次销售，卖家可让亚马逊销毁，或联系让第三方海外仓公司运回国内，也可让提供退货服务的第三方海外仓公司帮忙处理。
四
中差评问题
出现中差评的情况，会直接影响客户购买产品的意愿，同时降低转化率。所以卖家要在买家评论中及时发现问题，并予以解决。
处理方式：
找到差评客户订单号，联系差评客户，发现差评和联系客户的时间越短越好，可以引起客户的重视，增加移除差评的机率。
操作思路：
▷委婉道歉并问原因；
▷得到客户反馈结果；
▷给客户提供解决方案(退款或重发)；
▷客户同意退款或重发；
▷退货或重发、请求修改评价或移除差评。
在运营亚马逊过程中，遇到客户要取消订单、物流、退货以及中差评等售后问题，还是比较常见的。亚马逊向来是客户体验为第一位，所以卖家从选品开始，到物流发货和及时客户反馈等操作环节上都需要做到位，给客户提供好的购物体验是关键。
亚马逊售后邮件如何写
场景一、因节假日导致的物流延误，买家来信询问
Dear{$BuyerName},
Thank you for purchasing and prompt payment.
However, we’ll have the{节日名称} from{时间区间}. During that time, all the shipping service will not be available, which may cause a delay of the shipment for seveal days.
Thanks for your understanding and your patience is much appreciated. Please let us know if you have any questions or concerns.Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景二、因自然灾害导致的物流延误，买家来信询问
Dear{$BuyerName},
We’re sorry to inform of you that your item may be delayed for the{自然灾害}.
Due to this{自然灾害}, airline/ocean shipping to{目的地} has been cancelled, which directly made your parcel was delayed.
Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns.Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景三、因海关安检力度加强导致物流延误，买家来信询问
Dear{$BuyerName},
We’re sorry to inform of you that your item may be delayed for the stricter customs inspection.
We just got the notice that all packets from all countries to{目的地} would be subject to stricter screening by the customs.Due to the intensive customs control and screening, the shipping time to{目的地} will be longer than normal.
Your understanding and patience is much appreciated. We will keep tracking the shipping status, and try our best to resolve the problems that caused by this unexpected issue.Please let us know if you have any questions or concerns. Keep in touch.
Thanks.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景四、约定到货期限已过但对方并未收到货，买家来信表达愤怒
Dear{$BuyerName},
We are sorry for the long-time waiting and we quite understand thet waiting is always something hard to endure. Your item had been shipped on{送达时间},it got delayed by the{这边尽量写上不可抗力的原因}. So the shipment usually takes{预计时长} business days.
Could you please wait for another two weeks? If the package still not arrive in due, please contact us and we will do our best to solve it and offer you a satisfactory service.
Or if you do not want to wait any more, we are willing to offer a refund you as our sincere apology, and it’s really kind of you to return the payment when you get the item.
Please tell us which one you would prefer? We just want you to know that your satisfaction is always our top priority.
Looking forward to your reply.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景五、物流显示已妥投，但买家来信表示未收到货
Dear{$BuyerName},
We have checked the real-time logistics information of{$OrderId} when we receive your mail at once, and it shows that the post have delivered to you.
You could check on the website:{具体查询网站}.
And could you kindly ask your neighbour or your family if anyone picked your package?
So we can provide the tracking number{物流跟踪号} to you and suggest you to check with the clerk in your local post with the number.
Please let us know if you have any questions or concerns.Keep in touch.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景六、买家想取消订单，但卖家已发货
Dear{$BuyerName},
Sorry to hear that you would like to cancel the order{$OrderId}.
We have to say sorry that it has been sent out. We can not stop the shipment. Maybe you can have put it on first and see if it is suitable after you receive the item. The{商品名称}may be quite suitable for you, to say the least, if you don’t like it, you can give it to your relatives or friends as a gift.
Sorry for the inconvenience and hope you can get it soon. Please let us know if you have any questions or concerns. Keep in touch. We will try our best to solve it for you.
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景七、买家收到货但因商品尺寸不合适想退货退款，卖家与之进一步沟通
Dear{$BuyerName},
We really appreciate your great support on us.
But sorry for the inconvenience that the{商品名称} did not fit you.
Will it be possible to give others as a gift? Or how about we make you a{具体金额} refund as a way to make up for this?
If you insist on returning it back, we will go to the further step. Please tell us which way you would prefer? We just want you to know that your satisfaction is always our top priority.
Looking forward to your reply!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景八、买家投诉或来信告知卖家发错颜色、商品或商品有缺陷等，卖家与之进一步沟通
Dear{$BuyerName},
We are so sorry about that. This is your order:{商品名称}&{$OrderId}.
Could you please send us the pictures of the label on the package and item's problem? And we will solve it for you as soon as possible. Please don’t worry.
Please let us know if you have any questions or concerns. We just want you to know that your satisfaction is always our top priority.
Best regards!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景九、接上一情景，买家发来图片后卖家根据责任情况引导退部分或全额款
Dear{$BuyerName},
We’re so sorry for the unsatisfied purchase. We’re willing to solve the problem.
As a honest seller, we are not willing to let our dear valued customer suffer any losses. We are willing to offer a{具体金额} refund to you as our sincere apology, is that ok for you?
Or if you have any other ideas, please let us know. We just want you to know that your satisfaction is always our top priority.
Looking forward to hear you soon.
Once again, we send our sincere apology.
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景十、接场景八，买家坚持称商品有问题但又不想或不能提供照片
Dear{$BuyerName},
We’re so sorry for the unsatisfied purchase. We’d like to solve the problem, but we need this picture to sets a case for you and feedback this issue to our suppliers to check it and avoid the same issue happen again.
As a honest seller, we are not willing to let our dear valued customer suffer any losses. We can understand you. But we hope you could understand us.
So, could you kindly send us the picture again to help us avoid the same situation and pls don't worry we will give you the best solution? Any situations, please contact us firstly, we believe that good communications will solve the problem.
Hope to receive your picture soon.
Have a nice day!
Sincerely yours,
{$ShopName} After-sales Customer Services
场景十一、买家无理由退货退款，卖家同意后并告知操作注意事项
Dear{$BuyerName},
Thank you for contacting us.
Your return request has been approved. You will be receiving a return shipping label and RMA instructions via Amazon. Please make sure the item you return is whole new or a 25% restocking fee may be applied if the{商品名称} is used or damaged visually.
Also, please make sure that the correct merchandise is being shipped us,{$ShopName}. We are a seller by the name of{$ShopName} on Amazon. If merchandise purchased from a different seller is shipped to us, we will need to ship it back to you and we will also ask you for the shipping cost incurred.
We appreciate your cooperation.
Best regards.
Sincerely yours,
{$ShopName} After-sales Customer Services
场景十二、客户询问物流跟踪号或者询问是否已发货，卖家的回复
Dear{$BuyerName},
Thank you for asking.
Your order{$OrderId} are shipped on{已经发货的具体时间}.
You item is on the way to your shipping address, here is the tracking#********. You could track it on{具体查询网站}.
Item was shipped from China. Normally, you will receive this item within{你的listing页面标注的配送时长} business days.
We have checked your estimated date is{物流派送时间}.
Your understanding and patience is much appreciated. Please let us know if you have any questions or concerns. Keep in touch.
Best regards
Sincerely yours,
{$ShopName} After-sales Customer Services
备注：因为每个卖家销售的产品不同，大家可以根据自己的产品情况适当完善邮件内容。
