亚马逊售后客服要求全解析：提升服务质量与账号安全
亚马逊平台的客诉处理是账号安全很重要的一部分，它是卖家与买家沟通的桥梁，也是提高服务口碑的重要渠道。
Amazon complaint handling is a crucial part of account security, serving as a bridge between sellers and buyers and an important channel to improve service reputation.
亚马逊平台售后客服内容主要包括：Buyer Messages、Return Request、ODR(A-to-Z claims、Feedback、Bad Reviews、Chargeback Claims)等。
Amazon after-sales service mainly includes: Buyer Messages, Return Request, ODR (A-to-Z claims, Feedback, Bad Reviews, Chargeback Claims), etc.
买家消息处理 (Buyer Messages Handling)
目标：要有服务的态度，将选择权交给买家，让买家满意的同时尽可能降低成本。
Goal: Maintain a service attitude, give the choice to buyers, satisfy buyers while minimizing costs as much as possible.
分析：客户需要什么(问题&意愿），目前的问题是什么，我们能做什么，我们还能做什么？
Analysis: What does the customer need (problems & intentions)? What is the current problem? What can we do? What else can we do?
禁忌：Email address， 站外链接，logo图片等等。回复实效: 24小时。
Taboos: Email addresses, external links, logo images, etc. Response time limit: 24 hours.
客服绩效-订单缺陷率 (ODR)
ODR是衡量卖家能否提供一个良好的买家体验能力的主要指标。该指标是在给定的60天时间段内，存在一种或多种缺陷的所有订单占订单总数的百分比。
ODR is the primary metric to measure a seller's ability to provide a good buyer experience. This indicator represents the percentage of all orders with one or more defects within a given 60-day period.
卖家应低于1%的ODR，才能在亚马逊上销售商品。高于1%的ODR可能会导致账户停用。
Sellers should maintain ODR below 1% to continue selling on Amazon. ODR above 1% may lead to account suspension.
① A-Z Guarantee Claims
以百分比的形式表示，亚马逊商城交易保障索赔率等于在相关时间段内，收到的亚马逊商城交易保障索赔的订单数量除以订单总数。
Expressed as a percentage, the A-Z Guarantee Claim rate equals the number of orders with A-Z claims received during the relevant period divided by the total number of orders.
② Negative Feedback
对卖家店铺服务的评价，区别于product review，超过90天不可移除。
Evaluations of seller store services, different from product reviews, cannot be removed after 90 days.
③ Chargeback Claims
信用卡拒付，是信用卡撤单或者信用卡退单，指买家要求信用卡公司撤销已经结算的交易的行为。
Credit card chargebacks refer to buyers requesting their card issuer to reverse a settled transaction.
国际信用卡的拒付期一般是180天，所以卖家很有可能在数周甚至数月之后才收到买家发起的退单。
The chargeback period for international credit cards is typically 180 days, so sellers may receive chargeback requests weeks or even months later.
PS：Chargeback Claim和A-to-Z 都是作为退单，卖家都可以根据实际情况跟亚马逊申诉。
PS: Both Chargeback Claims and A-to-Z are considered refunds, and sellers can appeal to Amazon based on actual circumstances.
