亞馬遜旺季就要來了,你準備好了嗎? 旺季來臨之前,賣家都會根據不同的節日提前備貨,做好售後服務,保證帳號安全然而健康的帳號是前提,對於慘遭封號的賣家,先定一個小目標:話不多通過申訴拿回帳號。說,小編這就送上幾個亞馬遜申訴成功的模板,希望有所幫助。

一,ODR表現差強人意,帳號被凍結

這時候申訴成了唯一救活帳號的途徑,下方是一件成功拿回銷售權的申訴信供參考:

 Dear Amazon Seller Performance Team,

We understand that recently our performance as a seller on Amazon.com has fallen below both Amazon’s and our own standards of quality.

I believe it is mainly because of our inadequate communication that we have recently seen two A-z guarantee claims which have resulted in our ODR exceeding the performance target of <1%.

Unfortunately, we changed the Listings Status to be Inactive from 23/01/2014 to 06/02/2014 because of a long vacation, obviously,the two complaints are nightmare during the period without order.

Plan of Action: We are taking the following steps to improve our performance:

  1. Review all of products to make sure that the pictures and descriptions are accurately match with our products.
  2. Most importantly, we will complete the investigation more quickly and proactively(within12 hours) to any problems with customer orders to keep our customers moreinformed and help prevent A-z guarantee claims as much as possible, then replacement or a full refund will be done within 24 hours
  3. In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

信件中提到了關於造成如此狀況的原因,還有給予準確的時間範圍。並且將補救措施以條列式清楚簡明的回答給亞馬遜官方,這些都是值得借鏡參考的部份。 二,新帳戶被封號 當遇到新賬戶被亞馬遜封號時,也能夠透過發送郵件給亞馬遜官方來解釋情況,進而獲得回覆新帳號的機會,以下也是一封相同情況並成功回覆帳號的信件內容:

I understand that recently our performance as a seller on Amazon.com has fallen below both Amazon’s and our own standards of quality. I believe there are two main reasons this has happened:

Disorganization in our inventory management has resulted in late shipments and, even worse, unavailable items.

When late shipments and unavailable items have occurred our response to has been too slow and communication with customers has not been adequate.

I believe it is mainly because of our inadequate communication that we have recently seen an increase in customer A-z guarantee claims which has resulted in our order defect rate exceeding the performance target of <1%.

Plan of Action: We are taking the following steps to improve our performance:

Improve inventory control by reducing the number of items offered until we have systems in place to more adequately handle the number of orders we are receiving.

Most importantly, we will respond more quickly and proactively to any problems with customer orders to keep our customers more informed and help prevent A-z guarantee claims.

In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

In evaluating our selling practices, we found a mistake in our inventory upload file.

Our Plan of Action:

Our inventory file has been reviewed. All misclassified condition items have been re-categorized to follow Amazon’s Condition Guidelines. Entire inventory has been deleted from Marketplace to reflect all changes. All of our vendors’ inventory will be reviewed before adding to our inventory. Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.

信中開頭先明白承認自己的疏失,表達出誠意,之後將問題清楚分割成兩個部份,然後依序以條列重點的方式將改進方法提出,最後在以加強語氣強調改進的決心並想要收到回信的迫切。 總結來說,信件內容的重點如下

1.表達誠意,先認錯再說:

“I understand that recently our performance as a seller on Amazon.com has fallen below both Amazon’s and our own standards of quality. “

2.清楚分明的格式

Disorganization in our inventory management has resulted in late shipments and, even worse, unavailable items.

When late shipments and unavailable items have occurred our response to has been too slow and communication with customers has not been adequate.

3. 簡要的原因

“I believe it is mainly because of our inadequate communication that we have recently seen an increase in customer A-z guarantee claims which has resulted in our order defect rate exceeding the performance target of <1%.”

4.不卑不亢的的結尾,提出解決方式

“All of our vendors’ inventory will be reviewed before adding to our inventory. Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.”

 

三,通用模板

寫信給亞馬遜依照情況的不同內容有千百種,要怎麼表達才比較合適呢?這次我們用實例來修改,讓大家能夠更明白寫給亞馬遜回信時需要多注意的細節。 也可以讓大家明了寫信時的概念,得以之後運用在各種不同情況上。

Please help edit the following appeal:(比較不正確的版本)

We are contacting you regarding our seller account suspension. We realized the delay in shipping orders does not comply with Amazon’s performance target of less than 4%, nor, our target of less than 2%.

We have reviewed our metrics and have determined the two areas that need to be addressed. Shipping and Inventory Availability.

We realized we need constant monitoring of our seller account. To achieve our goal of less that 4% late shipping, we are monitoring our Amazon account continuously, instead of during regular retail store hours.

To further help us achieve our goal of less that 4% late shipping, we have consolidated our Amazon inventory into one location. This eliminates delays in getting product out by the Expected Ship Date.

Thank you for considering this appeal.

以上的內容已有了雛形,格式段落符合基本概念,但在語氣上可能表達的程度不夠,另外也要注意信中的書信禮儀經過調整後:

 

To whom it may concern,(正確版本)

We are contacting you regarding our seller account suspension. We realize the delays in shipping orders has not complied with Amazon’s performance target of less than 4%, nor our target of less than 2%.

We have reviewed our fulfillment procedures and have determined the two areas that need to be addressed:Shipment Creation and Inventory Availability.

We realize we needed additional support for managing fulfillment for our Amazon orders. To achieve our goal of more than 98% on-time shipping we have added additional staff to support the sales person in our retail store who handles Amazon fulfillment. This will allow us to have packages prepared and ready to ship more efficiently.

To address inventory availability issues we have consolidated our Amazon inventory into one location to speed shipment creation. Having all Amazon inventory at one location will eliminate delays in getting product out by the Expected Ship Date.

Thank you for considering this appeal.

以上就是調整完成後的版本,此為參考用請勿照抄。 針對不同的賣家境況:

1.先依照上文寫出雛形
2.調整語義,語氣表達和書信禮儀的細節

EX:

To whom it may concern,

We are contacting you regarding our seller account suspension. We realize the delays in shipping orders has not complied with Amazon’s performance target of less than 4%, nor our target of less than 2%. (誠實道歉先)

 

3.將多餘的冗詞贅字予以刪減,讓書信內容更加簡練,在該強調語氣的地方加重力道。

EX:

We realize we needed additional support for monitoring of our seller account. To achieve our goal of less that 4% late shipping, we have added additional staff to support the sales person in our retail store that is handling Amazon. This will allow us to have packages prepared and ready to ship more efficiently.

調整為

We realize we needed additional support for managing fulfillment for our Amazon orders. To achieve our goal of more than 98% on-time shipping we have added additional staff to support the sales person in our retail store who handles Amazon fulfillment. This will allow us to have packages prepared and ready to ship more efficiently.

依照以上三個步驟調整過後的回信,亞馬遜官方收到後能感受到你的誠意,經營態度與禮儀,而這三個部分正是亞馬遜最注重的方面。所以回信記得要投其所好,才能獲得預期的回覆。

(本文授權轉載自億恩網

Anfernee 老張
Anfernee 老張
Anfernee 擁有超過10年的電商創業經歷。25 歲在澳洲創辦網路藥局 OKme,透過自營網站、eBay 及 Amazon 等通路,全通路策略在短時間內獲得高速成長。2013年,創立 Innovotech Labs,專注於電商的價格競爭數據分析,在定價策略有深入研究,客戶包括 ALDI Liquor、Bunnings Warehouse、Baby Bunting 等大型零售通路。2015年,創辦 TransBiz 跨境電商顧問,結合國外數位行銷以及電商數據分析的實戰經驗,協助台灣品牌「賣」向世界。

歡迎留下你的疑問或這篇文章對你的幫助!

這個網站採用 Akismet 服務減少垃圾留言。進一步了解 Akismet 如何處理網站訪客的留言資料