Please do the following at the nearest post office as soon as possible.
1. Please go to the nearby post office with all the items such as cardboard and packing inside. Then say to the post office worker,
“Since the contents were delivered empty, please investigate”
You will be asked to fill in the survey request form, please fill out and submit the required items.
2. After submission, please contact us with “Submission Date” and “Post Office Name”.
Hi XXXXXXXXXXXXX,
Could you go to the USPS?
This time, it is very likely that the package has been lost or stolen while delivered in the United States.
Please go to your nearest USPS early and submit a lost report.
It is confirmation, is XXXXXXXXXXXXX Chinese?
Please contact me if you do not understand our English.
We will explain carefully as many times as you can understand.
We will do our best, so please reply smoothly.
Then can you answer about the following points?
A question about the condition of the box upon arrival.
・ Are there any signs that the red tape used for packing was peeled off? Or did you peel it off first? The red tape is a strong adhesive tape, so We think you can see it soon.
・ Please measure the weight of the box on arrival and let me know.
・ Please take a picture of the condition of the box upon arrival, attach it to the message and send it to us.
・ Please tell me the contents of the invoice document attached to the box. Please take a picture and attach it to the message and send it to us.
Thank you for your understanding.
すると、その直後…
再度、返金請求が（2019/03/21 9:23）
すぐさま返金請求の通知がAmazonから送られてきました。
内容は前回の返金請求の文面と全く一緒です。
Dear XXXXXXXXXXXXXX,
We received an A-to-z Guarantee claim of $YYYYYYYYYYY on order ZZZZZZZZZZZZZZZZZZZZZZZZZZ.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us.
What do I need to do?
Within 3 calendar days, you are required to take one of the following actions:
1. Refund the customer: If you fully refund the order, we will close the A-to-z Guarantee claim.
2. Respond to Amazon: Once you submit your response, our team will review the claim and notify you and the customer via email when we have made a decision. If we require additional information during our review, we will reach out to you via email and you must respond within 3 calendar days.
How do I take one of the above actions?
Please take one of the above actions on the A-to-z Guarantee Claims page in Seller Central:
What happens if I do not take one of the above actions?
If you do not take one of the above actions within 3 calendar days, we will grant the claim in favor of the customer and debit your account for the claim amount.
We’re here to help
For more information about the A-to-z Guarantee policy, assistance in navigating the A-to-z Guarantee Claims page, or how to avoid claims in the future, please refer to our help pages: https://sellercentral.amazon.com/gp/help/27951
書き方例の紙ももらえたので、難しくはないですが、一部「REASON FOR INQUIRY（調査以来の理由）」、「Outer packing（梱包の状態）」については、英語で説明する必要があり、事前に英文を用意する必要があります。
局によっては局員が翻訳を手伝ってくれるかもしれません。
調査請求書の書き方については、別記事に詳しく書きたいと思います。
その後再びこちらから購入者にメッセージを送ってみることにしました。連続ジャブです。
返金請求の前にこちらに回答してくれないか？（2019/03/21 12:46）
Dear XXXXXXXXXXXXXXXXXXXXXXXX,
Earlier we received a notification from you of a refund request from Amazon.
Could you confirm the message we sent today?
Please submit a survey request at your local USPS to receive a refund.
You can not receive a refund until the USPS survey is complete.
Please promptly submit a request for investigation to the nearest USPS.
Please be aware that when applying for a survey request, it is necessary to bring a box and a complete set of contents (including invoice documents and delivery slips).
Please cooperate with us in order to realize sound international trading.
To be satisfied that delivery was made to the buyer’s address, we need to see that someone signed for order YYYYYYYYYYYYYYYYYYYYYYYY.
Within 3 calendar days, please reply to this email with the following information:
— Proof of delivery document showing the recipient’s signature (such as a copy of a signature confirmation or return receipt from the courier)
— The courier’s name
— Tracking or airway bill (AWB) number
— Delivery address
— Delivery date.
If we do not receive your reply within 3 calendar days, your account may be debited for the full amount of the claim.
Claim decision on order XXX-XXXXXXXXX-XXXXXXXXXX（2019/03/21 16:12）
オーダー番号XXX-XXXXXXXXX-XXXXXXXXXXのクレームは却下されました。
Dear XXXXXXXX,
We have denied an A-to-z Guarantee claim of $YYYYYYYY on order XXX-XXXXXXXXX-XXXXXXXXXX. No further action is required from you at this time and we have not counted the claim against your Order Defect Rate.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, the claim was filed out of policy or we detected customer activity that violated our policies.
We’re here to help
For more information about the A-to-z Guarantee policy, assistance in navigating the A-to-z Guarantee Claims page, or how to avoid claims in the future, please refer to our help pages: https://sellercentral.amazon.com/gp/help/27951
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