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亚马逊 - 因为ODR过高被关店,申诉计划不完整如何应对 - 唐人社区|北美华人论坛|外 ...

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发表于 2016-11-14 21:39:10 | 显示全部楼层 |阅读模式
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唐人社区-北美华人论坛-外贸论坛-亚马逊版-因为ODR过高被关店,申诉计划不完整如何应对


账号因为ODR超标暂停,每次申诉亚马逊都有回复,但是都没有恢复销售权限。

一次申诉信内容
Dear Amazon Perfomance Team,

This email is respond to the previous reply from you regarding our sellering privilege restore.
Appreciate you indicate our account still have complaints of items do not exactly match detail page and some buyers still have not received their orders, here is the problems and reasons we identify:

Problem 1: Some buyer have not received their orders.

Cause: China post office out of capacity. Most orders sent from us via epacket(transport by China post office and USPS), shipping speed became slow and parcels delay because parcels increase sharply during holiday season and shortage of flights, China post office have sent a notification about it. Attach post office notification file 1这里附上了邮局延误通知

Actions done for solution:

--Step 1: We have closed all FBM listings for the moment, not not ship from China until shipping speed back to normal.

--Step 2: We have apologized for shipping delay to buyers, have provide full refund to buyers whom don’t want to wait their orders; or provide no less than 15% discount to buyers still want to wait.

--Step 3:We have resolved most customers complaint, we have provided full refund to customers and ask for their forgiven. Some customers forgive us and remove negative feedback, some customers withdraw A-to-Z claim.

--Step 4: We have checked logistic status of all orders of last month, their just a small part of orders have not delivery yet, we intend to provide them full refund if they still can’t receive their order before Nov 15th. We make a form to track the status and process result every day. Attach delay order process file 2这里附上了未妥投订单的跟踪表格,里面附上了物流信息,以及标识了哪些订单已经全额退款

Plan and actions of preventing similar problem happen in the future:

1. We have changed the shipping time in the shipping template, make sure we can deliver order in the estimated delivery date range.

2. We transfer most listings to FBA to avoid most customer complaint and provide excellent customer experience.

Problem 2: Item not as described claim

Cause 1: Poor packing. Some customers chosen reason by “Item not as described” when they complaint the package damage, it is the most reason of “Item not as described” complaint. We sent the products just with envelop bag, without outer box to protect item well, original boxes smashed when arrive. Attach item not as described reason and refund record file 3

Cause 2: Items looks used. Some customers said looks used but they chosen now condition when purchased. It cause by some boxes open when arrive because package being crushed during shipping, or the game cards inside organize by rubber, not sealed bags, it can’t ensure nobody open before, so some buyers thought the product is used. Now we know the packing solution should be easy for identified as new and nobody unpack before.

Cause 3: Box size of the item from our supplier not exactly match detail page, lead to some buyer have issue about that.

Plan and actions of preventing similar problem happen in the future:

1.We have brought outer boxes to update our packing solution to prevent package damage during transport.

2.We will review product from supplier, ensure item condition and packing solution is proper to avoid buyer misunderstand as used.

3.We have learned again Amazon policy “Prohibited Seller Activities and Actions” and “Product Detail Page Rules” in seller help, we will review all products from suppliers, ensure every detail of product match detail pages. We will make sure everything meet Amazon policy metric before adding product to our inventory.

We sincerely want to build long cooperation with Amazon and hope you can give us chance to sell on Amazon. We have reflected on ourselves deeply and provide solution for our problems, please let me know when and how we can reinstate our account, we are looking forward your early reply. Wish you a nice day.
才隔了仅仅十分钟,亚马逊的回复就来了
Hello,

We received your information, but your plan is not complete. Our review of your account found the following problems.
Some of your buyers have not received their orders on time. Explain how you will prevent non-receipt and late-receipt complaints in the future.

To sell on Amazon.com, please reply to this message with your plan to address these issues. Once we receive your plan, we will review it and decide whether you may sell on Amazon.com again.


亚马逊说我的计划不完整,请教进一步改怎么写,望指教!
回复 百度谷歌雅虎搜狗搜搜有道360奇虎

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发表于 2016-11-14 22:21:42 | 显示全部楼层
账号因为ODR超标暂停,每次申诉亚马逊都有回复,但是都没有恢复销售权限。

一次申诉信内容
Dear Amazon Perfomance Team,

This email is respond to the previous reply from you regarding our sellering privilege restore.
Appreciate you indicate our account still have complaints of items do not exactly match detail page and some buyers still have not received their orders, here is the problems and reasons we identify:

Problem 1: Some buyer have not received their orders.

Cause: China post office out of capacity. Most orders sent from us via epacket(transport by China post office and USPS), shipping speed became slow and parcels delay because parcels increase sharply during holiday season and shortage of flights, China post office have sent a notification about it.  Attach post office notification file 1这里附上了邮局延误通知

Actions done for solution:

--Step 1: We have closed all FBM listings for the moment, not not ship from China until shipping speed back to normal.

--Step 2: We have apologized for shipping delay to buyers, have provide full refund to buyers whom don’t want to wait their orders; or provide no less than 15% discount to buyers still want to wait.

--Step 3:We have resolved most customers complaint, we have provided full refund to customers and ask for their forgiven. Some customers forgive us and remove negative feedback, some customers withdraw A-to-Z claim.

--Step 4: We have checked logistic status of all orders of last month, their just a small part of orders have not delivery yet, we intend to provide them full refund if they still can’t receive their order before Nov 15th. We make a form to track the status and process result every day. Attach delay order process file 2这里附上了未妥投订单的跟踪表格,里面附上了物流信息,以及标识了哪些订单已经全额退款

Plan and actions of preventing similar problem happen in the future:

1. We have changed the shipping time in the shipping template, make sure we can deliver order in the estimated delivery date range.

2. We transfer most listings to FBA to avoid most customer complaint and provide excellent customer experience.

Problem 2: Item not as described claim

Cause 1: Poor packing. Some customers chosen reason by “Item not as described” when they complaint the package damage, it is the most reason of “Item not as described” complaint. We sent the products just with envelop bag, without outer box to protect item well, original boxes smashed when arrive. Attach item not as described reason and refund record file 3

Cause 2: Items looks used. Some customers said looks used but they chosen now condition when purchased. It cause by some boxes open when arrive because package being crushed during shipping, or the game cards inside organize by rubber, not sealed bags, it can’t ensure nobody open before, so some buyers thought the product is used. Now we know the packing solution should be easy for identified as new and nobody unpack before.

Cause 3: Box size of the item from our supplier not exactly match detail page, lead to some buyer have issue about that.

Plan and actions of preventing similar problem happen in the future:

1.We have brought outer boxes to update our packing solution to prevent package damage during transport.

2.We will review product from supplier, ensure item condition and packing solution is proper to avoid buyer misunderstand as used.

3.We have learned again Amazon policy “Prohibited Seller Activities and Actions” and “Product Detail Page Rules” in seller help, we will review all products from suppliers, ensure every detail of product match detail pages. We will make sure everything meet Amazon policy metric before adding product to our inventory.

We sincerely want to build long cooperation with Amazon and hope you can give us chance to sell on Amazon. We have reflected on ourselves deeply and provide solution for our problems, please let me know when and how we can reinstate our account, we are looking forward your early reply. Wish you a nice day.
才隔了仅仅十分钟,亚马逊的回复就来了
Hello,

We received your information, but your plan is not complete. Our review of your account found the following problems.
Some of your buyers have not received their orders on time. Explain how you will prevent non-receipt and late-receipt complaints in the future.

To sell on Amazon.com, please reply to this message with your plan to address these issues. Once we receive your plan, we will review it and decide whether you may sell on Amazon.com again.


亚马逊说我的计划不完整,请教进一步改怎么写,望指教!

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发表于 2016-11-15 10:37:46 | 显示全部楼层
上面都说啦,Some of your buyers have not received their orders on time. Explain how you will prevent non-receipt and late-receipt complaints in the future.把你对这个问题的解决方案补充上呗

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发表于 2016-11-29 21:32:47 | 显示全部楼层
高手云集 果断围观

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发表于 2016-12-9 17:23:19 | 显示全部楼层
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