ODR表現(xiàn)差強人意，自發(fā)貨權限被取消，移除銷售權限以及賬號被凍結申訴參考

范文一

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 a 11 of products to make sure that the pictures and descriptions are accurately match

with our products.

2.Most importantly, we wiII  complete the investigation more quickly and proactively (within12

hours) to any problems with customer orders to keep our customers more informed 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 s

tandards of quaIity customer service.

信件中提到了關于造成如此狀況的原因，還有給予準確的時間范 圍。并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 都是值得借鑒參考的部份。

新賬戶被封號

當遇到新賬戶被亞馬遜封號時，也能夠通過發(fā)送郵件給亞馬遜官方 來解釋情況，進而獲得回復新賬號的機會，以下也是一封相同情況 并成功回復賬號的信件內容：

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 <1V

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 qua I ity 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. AM 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 wi11 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。之后將問題清楚分 割成兩個部份，然后依序以條列重點的方式將改進方法提出，最后 在以加強語氣強調改進的決心并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°〇."

4.不卑不亢的結尾，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.

通用模板

寫信給亞馬遜依照情況的不同內容有千百種，要怎么表達才比較合 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(jié)。

也可以讓大家明了寫信時的概念，得以之后運用在各種不同情況 上C

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

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°〇. 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°〇 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(jīng)過調整后：

▼

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°〇, nor our

target of less than 2°〇.

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°〇 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 wi 11

eliminate delays in getting product out by the Expected Ship Date.

Thank you for considering this appeal.

以上就是調整完成后的版本，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(jié) 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°〇. nor our

target of less than 2%.(誠實道歉先）

3.將多余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

We realize we needed additional support for monitoring of our seller account. To achieve our

goal of less that 4°〇 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°〇 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.

照以上三個步驟調整過后的回信，亞馬遜言方收到后能感受到你的誠意、經(jīng)營態(tài)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，才能獲得預期的回復

ORD過高申訴范文

友善提示：請勿直接摘抄，直接模仿，只是提供模板和申請思路。 不承擔任何意外情況。賣家首先要了解清楚侵權的相關規(guī)則，做好產(chǎn)品的市場狀況分析，進而做出自己的原創(chuàng)。

范文二

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 descriptionsare 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 more in formed 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 toassure we are meeting the standards set by Amazon and our own standards of quality customer service.

范文三

Thank you very much for your prompt, we re-check our according to your prompt.We have two bad reviews and four return requests, one being processed. Mainly because of the wrong size, wrong color, not on time delivery, poor quality and other issues. Their order numbers are 202-3432475-6837102,204-2020887-5193913,202-9774380-3416336, 205-6166120-1655511, 206-6571892-9434760.

    In order to avoid this happening again, we will take the following actions.

    1, we have closed ASIN: B01DU415F6, according to customer feedback, this dress has a lot of problems. If there is a customer complaints this item again, we will compensate.

    2, for customer complaints clothing size is not accurate, we will improve our measurement methods to provide more accurate data and to remind the customer about the size is too large or too                 small.

    3,for poor quality of the clothes, we will replace the supplier, strictly control the quality.

    4, for sending wrong goods, we will send staff to increase the number of checks to avoid the wrong color, size, and the use of transparent plastic bags in order to better check to ensure that meet           customer orders requirements.

    5, in the product editor above, we will be more detailed description of the various characteristics of the product so that customers better understand our products.

    6, for customer complaints, we will be more active communication, to meet all the reasonable requirements of customers.

    The problem is mainly due to the lax regulation of our company, we have organized staff to carry out profound introspection, has asked them to understand the relevant policies of the Amazon to avoid the recurrence of the same problem.

      Best Regards