收到亚马逊的警告邮件时,我心里咯噔一下,知道这事儿不简单。邮件里明确指出,因为自发货有效追踪率不达标,我的自发货权限被取消了。看到这里,我心里就开始琢磨,到底是哪里出了问题?
我赶紧统计了近三个月的订单信息,仔细查看每一笔订单的发货情况。结果发现,有些订单因为各种原因没能及时发货,或者发货后没有提供有效的追踪信息,导致买家无法追踪到包裹的物流状态。这就是问题的症结所在啊!
接下来,我就开始准备申诉材料了。首先,我整理了店铺近三个月的订单信息,包括订单号、发货时间、追踪号等详细信息。然后,我收集了店铺订单送达买家手中的签收证明,这些都是证明我发货及时、买家收到商品的重要证据。最后,我还准备了发票、采购合同等文件,以证明我店铺内产品的合法来源和真实性。
材料准备好了,我就开始写申诉信了。申诉信的内容很重要,既要表达出我对问题的认识和歉意,又要展现出我解决问题的决心和措施。我根据亚马逊邮件中的原因分析,坦诚地承认了自己的问题,比如发货不及时、沟通不畅等,并提出了相应的解决措施。比如,我会加强与供应商的沟通,确保及时采购和打包;同时,我也会加强员工培训,提高处理订单的效率和质量。
在申诉信中,我还重点强调了未来如何预防类似问题的发生。我承诺会提前购买产品,时刻关注库存情况,确保包装库存充足;同时,我也会加强学习亚马逊的政策更新,以便更好地遵守规则,避免再次犯错。
Dear Amazon Seller Performance Team,
We understand that recently our performance as a seller on http://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:
Review all of products to make sure that the pictures and descriptions are accurately match with our products.
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
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.
以上申诉模板仅供参考,卖家要根据自己店铺实际情况来申诉。
申诉信写完后,我仔细检查了几遍,确保没有遗漏任何重要信息。然后,我怀着忐忑的心情提交了申诉。等待的过程真是煎熬啊,每天都在祈祷能够申诉成功。
终于,在几天后的一个清晨,我收到了亚马逊的回复邮件——申诉成功了!我激动得差点跳起来,感觉自己的努力终于得到了回报。
通过这次申诉经历,我深刻体会到了经营店铺的不易。在亚马逊这个平台上,我们必须时刻遵守规则,确保自己的经营行为符合平台要求。同时,我们也要学会如何应对问题,及时采取措施解决困难。只有这样,我们才能在激烈的竞争中脱颖而出,赢得更多的客户和订单。
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