亞馬遜因遲發(fā)率過高而導(dǎo)致自發(fā)貨暫停銷售，請(qǐng)問要怎么寫申訴，有沒有模板？

Dear Seller Performance Team,

Hello！We are so sorry we recognize that our seller privileges of FBM will be suspended for a late shipment rate of above 4%.Since receiving an account suspension notification due to late shipment rate on Aug 27,we have reviewed our late shipments report and other issues on performance for customers,identified the causes of the problem,and implemented a plan of action to fix those issues and reduce our late shipment rate to 0%.We are always open to take advice and suggestions from seller support team.

Issues:

We have 71 orders of self delivery,11 orders are delayed,and the delay shipment rate is 15.49%,Orders doesn’t shipped within expected dispatch date from our warehouse.

Reasons:

1.We use the Shop assistant ERP software to click these items shipping,the software needs to be authorized by the Amazon store,we performed this operation,but didn't follow up in time that we don’t know the authorization failed,so it have not successful reflected to amazon center then cause late shipment.

2.We do not prepare enough items to FBA center,due to the background inventory limit of 1000,and the inventory has been planned,the delivery is completed, there is not enough inventory capacity to ship, so we use FBM service for customers,but we did not follow up the FBM orders in the background in time and the logistics did not follow up in time.

Plan Implemented:

1.We have followed up the ERP software in time,the ERP system has been consistent with the Amazon FBM order display quantity,and the late orders have been shipped immediately when we know that we have delayed the order.We have prepared the quantity of products for three months in advance according to the sales situation of the products.Self-shipment orders placed before 5:00 pm,the order will be shipped the same day; self-shipment orders placed after 5:00 pm,the order will be shipped next morning,we will never delay customer's orders.

2.We filled in all tracking numbers in these days,to meet valid tracking numbers,and trained worker to focus on FBM once we have orders with FBM even in weekend.We have a dedicated customer service staff now to follow up the logistics of each customer's order,check the logistics of FBM orders daily.If there is a problem with the logistics, we will contact the customer as soon as possible to inform the situation and take effective measures to solve the problem.

3.We have focused on each customer’s order,we’ll communicate with each customer once any problems happened.such as if items out of stock we will contact customer immediately for respect customer’s needs.

4.We prepared enough stocks in our warehouse according to the sales situation of the products and hired two more experienced staff members for packing to perfect FBA orders,and will pay more attention to FBA.

Future Plan:

1.We will check the Shop assistant ERP software everyday and ship the order in time,prepare the goods in time,we won't let the same case to happen it again.We will assign two members to deal with self-delivery orders. They will check the self-delivery situation of the day as soon as they go to work on 8:30 am, check whether the self-delivery orders in the Amazon backend are consistent with the ERP software orders, then check the second time at 1:30 pm in the afternoon,check the third time before 5:00 pm whether the order is consistent and whether there is any missing FBM order.If we find a self-shipment order that has not been shipped, we will be shipped immediately on the same day.

2.We will prepare enough goods in our warehouse to ensure that they can be shipped as soon as self-delivery orders are received and avoid similar things happening again.According to the sales of products,We will prepare three-month products inventory in advance, and reserve the products in FBA and warehouse at the same time,give customers a better shopping experience.When we ship our orders the shipping clerk will apply the tracking information immediately instead of 1-2 days later.We are training two additional coworkers how to apply tracking information as well as created detailed instructions on how to process Amazon orders and apply tracking information,and follow up on the logistics information of self-shipped orders.

3.We strictly abide by Amazon's rules and policies, and we will monitor our performance indicators more actively to ensure that we provide customers with a perfect shopping experience.

We kindly request you to consider this appeal favorably and reinstate our account into normal pattern.please let us can be sales by self delivery and normal account as ususal.All of these modifications to our business practices and procedures ensure that new orders are processed to exceed order ship and delivery expectations, and we will monitor our metrics daily to confirm no future violations.

Thank you for your consideration in this matter.

Best Regards

遲發(fā)率屬于亞馬遜績(jī)效指標(biāo)之一，它主要包括以下三方面：

取消率

即配送前取消率，在一定時(shí)間段內(nèi)賣家在確認(rèn)訂單前取消的訂單數(shù)量除以訂單數(shù)。配送前取消率=（已取消訂單）/（訂單總數(shù)）。

貨品遲發(fā)率

即延遲發(fā)貨率，是指亞馬遜參考時(shí)間范圍內(nèi)，在約定發(fā)貨日期之前，沒有按時(shí)按時(shí)發(fā)貨的自行配送訂單數(shù)占全部自行配送訂單數(shù)的百分比。

有效追蹤率

指發(fā)貨時(shí)提供了有效追蹤編碼的包裹數(shù)量占發(fā)貨并確認(rèn)的包裹數(shù)量的百分比。

注意：計(jì)算有效追蹤率時(shí)，亞馬遜首先會(huì)計(jì)算發(fā)貨時(shí)提供了有效追蹤編碼的包裹數(shù)量，然后除以發(fā)貨并確認(rèn)的包裹總數(shù)。僅當(dāng)追蹤編碼具有至少一次承運(yùn)人掃描記錄時(shí)，才被視為有效。

導(dǎo)致亞馬遜ODR超標(biāo)的原因一般有三個(gè)：

1.訂單缺陷較高

2.遲發(fā)率較高

3.退款率過高

如果以上績(jī)效不達(dá)標(biāo)，那么亞馬遜可能會(huì)限制或撤銷你的銷售權(quán)限，這時(shí)就需要我們?cè)敿?xì)了解上述指標(biāo)之后就績(jī)效問題向亞馬遜提出申訴。

申訴注意事項(xiàng)

1.仔細(xì)閱讀郵件，確定您的銷售權(quán)限是因?yàn)槭裁丛獾絹嗰R遜的限制或取消

2.仔細(xì)查看自己的賣家指標(biāo)，確定哪一個(gè)自己的哪一個(gè)賣家指標(biāo)不達(dá)標(biāo)

3.制定行動(dòng)計(jì)劃：簡(jiǎn)要說明將采取哪些措施來解決您在在上一條中確定的問題（提供能夠有效解決問題且清晰明確的行動(dòng)計(jì)劃可提高您恢復(fù)銷售權(quán)限的幾率。）

4.向亞馬遜發(fā)送申訴：制定行動(dòng)計(jì)劃之后，將該計(jì)劃與恢復(fù)請(qǐng)求一并發(fā)送給賣家績(jī)效團(tuán)隊(duì)。

申訴要點(diǎn)

1找原因并具體化：

正如上文所說，導(dǎo)致ODR過高的原因只要有三個(gè)方面，如何確定具體原因呢？

我們可以通過后臺(tái)<賬戶狀況>看績(jī)效板塊，看具體是哪些指標(biāo)超標(biāo)導(dǎo)致，把對(duì)應(yīng)的訂單報(bào)告下載下來，再去一一核查這些問題訂單。把所有可能導(dǎo)致買家投訴的問題匯總，并總結(jié)歸納出來。

2詳細(xì)列出解決措施+預(yù)防措施

確認(rèn)好原因之后，全面而詳細(xì)的行動(dòng)措施和未來措施是非常重要的，這能向亞馬遜表明已經(jīng)找到自己的銷售和庫(kù)存管理中存在的問題，并有計(jì)劃如何改變自己的銷售策略以解決問題。

申訴框架

1、闡明來意，說明情況

2、闡述導(dǎo)致ODR過高被封號(hào)的原因：

·產(chǎn)品破損問題——質(zhì)量把控不到位；

·物流問題——可以結(jié)合實(shí)際情況從海外倉(cāng)系統(tǒng)混亂，旺季包裹數(shù)量激增，物流公司周轉(zhuǎn)慢等原因進(jìn)行詳細(xì)闡述；

·員工問題——人員流動(dòng)性大，新員工沒有及時(shí)發(fā)貨，沒有設(shè)置正確的物流時(shí)間，粗心大意發(fā)錯(cuò)貨都是常見的；

·售后問題——新員工未及時(shí)回復(fù)顧客，沒有及時(shí)回復(fù)處理買家問題，沒有給到買家合適的解決方案；

·公司管理——公司管理不嚴(yán)格，監(jiān)督不到位，流程不完善，培訓(xùn)不合格，這些都是潛在的導(dǎo)火索。

具體原因可根據(jù)實(shí)際情況進(jìn)行具體闡述，注意靈活變通。

3、行動(dòng)計(jì)劃

·客戶未收到貨的情況下給客戶退款，重新發(fā)一個(gè)，盡可能讓客戶滿意，同時(shí)保留與客戶交流記錄和重發(fā)的物流截圖；

·如果收到的貨物破損或者錯(cuò)誤，改用FBA，并對(duì)產(chǎn)品的包裝進(jìn)行進(jìn)一步改進(jìn)，加強(qiáng)對(duì)于產(chǎn)品的質(zhì)量監(jiān)控；

·加強(qiáng)公司管理，完善相關(guān)工作流程，加強(qiáng)對(duì)于員工的監(jiān)督管理等

4.懇切申請(qǐng)亞馬遜恢復(fù)賬號(hào)