開(kāi)case，走亞馬遜少收貨的case讓亞馬遜賠償
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處理方式：

一、準(zhǔn)備索賠相關(guān)物流材料。

亞馬遜要求提供的材料只有2項(xiàng)：Proof of Delivery（POD）、Proof of Purchase (Invoice)。針對(duì)Proof of Purchase (Invoice)，亞馬遜對(duì)非制造商的采購(gòu)及制造商的要求是不一樣，由于as a manufacturer需要提交的資料更少，所以我們按照第2種來(lái)，提供PDF的裝箱單（即物流的packing list）。

亞馬遜的文件格式要求：接受PDF、JPEG、PNG，不接受excel sheet或者形式發(fā)票
Please be aware that these documents must be provided in English language (translated) and in a non editable format, such as PDF, JPEG or ttyl. If any type of excel sheet or proforma invoice is provided, then it will not be valid to request a reimbursement transaction approval to our credit financial department.

作為非制造商，提供采購(gòu)發(fā)票要求
The invoice must be the original invoice, show the purchase of the products from a supplier or manufacturer, and include:

The date of that purchase
The titles of the missing units
The quantity purchased
Full name and address of invoice issuer
Full name and address of purchaser

作為制造商提供packing list的要求
If you are the manufacturer, please send a copy of the packing slip, which must include:

The date of delivery
The titles of the missing units
The quantity shipped

2.開(kāi)case。

1.請(qǐng)去Inventory-manage FBA shipments，用SQ搜索-tranck shipment，點(diǎn)擊reconcile，查看發(fā)運(yùn)及收貨數(shù)量差異。

reconcile界面有時(shí)會(huì)出現(xiàn)【W(wǎng)e like to get it right.The date your shipment becomes eligible for investigation will be shown after all your boxes have been checked in. We appreciate your patience.】，證明該SQ亞馬遜暫時(shí)不支持調(diào)查，需要等待。

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2.為什么不直接去help界面開(kāi)case，因?yàn)楸痪芙^的概率大

To request an investigation into the number of units received, go to the Reconcile tab for your shipment in your Shipping Queue. Creating your request there allows us to gather the necessary information more efficiently and resolve your case faster.

At this time, we recommend our sellers to submit an investigation through your shipping queue so that your case will be directed to the correct department who have access to information and tools to resolve the issue. Please see the steps below.

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3.Discrepancy不為0的MSKU選擇需要的行動(dòng)，只有3種情況。

為零，No action required；

為正數(shù)，Unexpected-Please Research；

為負(fù)數(shù)，Missing-Please Research。

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并上傳索賠所需文件POD（PDF或者其他圖片格式JPEG、PNG）+Packing list（PDF格式），點(diǎn)擊submit。

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Packing List只保留PR、SKU、Description of Goods、QTY(pcs) 、Carton netWeight、Carton grossWeight、Carton Quantity，轉(zhuǎn)成PDF保存。

注意：源文件是含有采購(gòu)成本信息的，而采購(gòu)成本是公司保密信息，請(qǐng)一定要?jiǎng)h除。

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4.在Provide additional information處可以說(shuō)明：As we are manufacturer, we provide packing slip as the invoice you required, please review attached packing list and Proof of Delivery, thanks.

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四、跟進(jìn)Case并記錄亞馬遜回復(fù)情況，亞馬遜一般有以下幾種回復(fù)情況：

●賠償。如賠償請(qǐng)記錄Reimbursement ID和Reimbursement Amount。

●串收。亞馬遜回復(fù)串收至其他SQ里面，請(qǐng)確認(rèn)是否串收。

●多收抵少收。

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SPD（Small parcel delivery to Amazon）小包裹快遞派送的特殊處理

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需要提供的資料只有：invoice即PDF版本的packing list。然后必須要在track shipment手工填入tr#，請(qǐng)注意如果是普通空運(yùn)的話(huà)，只會(huì)有1個(gè)tr#，如果是UPS派送的話(huà)，會(huì)有多個(gè)tr#。

UPS翻到最后一頁(yè)或者兩頁(yè)會(huì)有該批次所有的tr#（通常與track shipment需要填入的tr#數(shù)量是一致的，第1個(gè)tr#是PDF第1頁(yè)或者最后1頁(yè)的UPS Waybill No.），普通空運(yùn)左上角會(huì)有1個(gè)tr#（重復(fù)填入該track shipment）。

請(qǐng)注意：UPS一定要把所有tr#都填進(jìn)Track shipment，否則亞馬遜會(huì)以提供的tr#重量比實(shí)際產(chǎn)品重量相對(duì)比過(guò)輕，判定賣(mài)家并沒(méi)有按照shipment contents送貨，拒絕賠償。

track shipment界面無(wú)法通過(guò)傳表或者其他方式批量填入tr#，只能夠手工填寫(xiě)。并且由于亞馬遜后臺(tái)程序反應(yīng)慢，大家一定要邊填邊保存。

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Case已過(guò)亞馬遜有效回復(fù)期怎么辦：

直接在help界面開(kāi)case，附上原case ID及原case要求提供的資料，要求客服繼續(xù)進(jìn)行調(diào)查。

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SQ后程實(shí)際是卡車(chē)派送，也存在POD，但在后臺(tái)reconcile界面點(diǎn)擊提交case時(shí)，卻顯示是小包裹派送的貨件如何處理。

【For small parcel shipments, Amazon needs the tracking ID for each shipped package in order to start the research. Make sure you have entered all tracking IDs in the Track shipment tab on the Shipment Summary page before you submit the reconciliation request.】。

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1、先去prepare shipment界面確認(rèn)運(yùn)輸方式【shipping service】。

2、確認(rèn)選擇了小包裹發(fā)貨，但實(shí)際卡車(chē)派送的貨件，在追蹤物流信息那里，先填寫(xiě)一個(gè)小包裹的物流單號(hào)（過(guò)去已經(jīng)開(kāi)過(guò)case，已經(jīng)使用過(guò)的tr#），將case提交成功，提交以后，再在案例里面添加POD，告知貨件調(diào)查組，實(shí)際的物流信息即可。