亞馬遜客戶(hù)投訴商品有破損（5個(gè)多月前買(mǎi)的），該怎么回應(yīng)？

客戶(hù)投訴商品損壞，有些零件還不見(jiàn)了（這件商品很貴），按理說(shuō)我們應(yīng)該退貨或再寄一個(gè)新的，可他是5個(gè)多月前下單的，早已經(jīng)過(guò)了退貨期限?，F(xiàn)在要怎么處理比較好？
已邀請(qǐng):
挖掘海量數(shù)據(jù)，第一時(shí)間反映跨境電商行業(yè)的熱門(mén)風(fēng)向，為跨境客戶(hù)提供真實(shí)客觀的市場(chǎng)決策依據(jù)。

Louis、

贊同來(lái)自:

你就引用亞馬遜的商品退換貨政策，然后建議他跟廠商聯(lián)系，看下能不能退換。
如果是通過(guò)UPS、Fed Ex寄件的，跟他說(shuō)超過(guò)90天，就不能要求損壞賠償了
他可能會(huì)申請(qǐng)az，但你肯定贏

淺陌

贊同來(lái)自:

購(gòu)買(mǎi)的30天內(nèi)買(mǎi)家可以要求退貨退款，90天內(nèi)可以留評(píng)或提交claim。如果產(chǎn)品有保修，可以教他怎么跟廠商聯(lián)系，讓廠商幫忙修理或直接退換
他提交的claim會(huì)被否決，不會(huì)對(duì)你的ODR有影響（顯示的是訂單時(shí)間，而不是提交claim的時(shí)間）。就算他贏了，亞馬遜會(huì)出錢(qián)賠償他的。

暖心萌i

贊同來(lái)自:

好的，真的非常感謝你們的建議~

1直狠安靜

贊同來(lái)自:

"Dear Buyer,
Thank you for purchasing from us on Amazon, Your (item) (serial number) was delivered (Date) with signature and was as described.
I hear you are having some problems with it, I am sorry for the trouble.
Amazon policy provides for return for refund within the first 30 days, and Amazon refers support and warranty service after 30 days to the manufacturer under the terms of the factory warranty. Defective or damaged electronics can be reported up to 14 days from delivery.?
Since it has been (XX) days, Amazon does not provide any mechanism for return at this point.
I have checked, and your unit (serial) is covered by factory warranty until (date). The manufacturer's contact information is (web and mailing) and their support phone line is (phone).?
I have also looked up some suggestions for your unit here?
(FAQ, operation manual, trouble shooting links)
Hopefully (your unit can be replaced under warranty / you can have the parts ordered), and you can get back to enjoying it again quickly.
Please let me know if there in anything else we can do to help.?
Cheers?
Seller"
這是郵件模板，再說(shuō)明一下亞馬遜的相關(guān)政策。你不需要接受退貨，如果接受了，就收取restocking fee。

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