When answering A-TO-Z, the first task is to find out the reason why the customer proposed A-Z, communicate with the customer, and let the customer take the initiative to cancel it. If the customer disagrees, it is still necessary to collect all the favorable information to prepare the complaint. Although the appeal may not win, at least there is still a chance. Regarding A-TO-Z, if the customer cancels voluntarily or the seller wins the appeal, it is not counted in ODR, so what the seller can do is to communicate with the customer to let the customer cancel voluntarily, and the communication method can choose to refund or resend (note that if you want a full refund, you must cancel the customer first and then refund according to the order, otherwise A-TO-Z will automatically close, and Amazon will default to the seller's responsibility). If the communication fails, you can complain directly. The specific steps are as follows: 1, contact the buyer as soon as possible, willing to meet the customer's needs, and advise the customer to close the complaint, but remember not to induce the customer to close the complaint, for example, don't use extra benefits to induce, so Amazon will give you a small red flag. . 2. If the mistake is not your fault and the buyer doesn't give you any reply within 48 hours, please call as much as possible (pay attention to the time difference). If the number is wrong, please complain on the third day. After the complaint, please pay attention to your registered email address of Meiya. Meiya may send you the data and information needed in the investigation process, and you need to provide it. So the sooner the better. 3. Logistics complaints are the most difficult to solve, because sellers of third-party delivery generally choose postal delivery in order to save costs, but often there is no receipt certificate or even tracking information. It is suggested that it is best to choose the traceable logistics channel of Amazon (this is very important), buy transportation insurance and transport FBA.