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标准的亚马逊申诉信来了,帮你实现小目标

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发表于 2016-9-14 09:19:54 | 显示全部楼层 |阅读模式


亚马逊老大贝索斯搞的蓝色起源公司把可以重复利用的火箭图都设计好了,这次是真的要上天。那么你的理想目标是什么呢?

亚马逊旺季就要来了,Are you Ready?

旺季来临之前,卖家都会根据不同的节日提前备货,做好售后服务,保证账号安全。然而健康的账号是前提,对于惨遭封号的卖家,先定一个小目标:通过申诉拿回账号。话不多说,小编这就送上几个亚马逊申诉成功的模板,希望有所帮助。

一、ODR表现差强人意,账号被冻结

这时候申诉成了唯一救活账号的途径,下方是一件成功拿回销售权的申诉信供参考:

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.

信件中提到了关于造成如此状况的原因,还有给予准确的时间范围。并且将补救措施以条列式清楚简明的回答给亚马逊官方,这些都是值得借镜参考的部份。

新账户被封号

当遇到新账户被亚马逊封号时,也能够透过发送邮件给亚马逊官方来解释情况,进而获得回复新账号的机会,以下也是一封相同情况并成功回复账号的信件内容:

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.

信中开头先明白承认自己的疏失,表达出诚意。之后将问题清楚分割成两个部份,然后依序以条列重点的方式将改进方法提出,最后在以加强语气强调改进的决心并想要收到回信的迫切。

总结来说,信件内容的重点如下

1.表达诚意,先认错再说:
"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.简要的原因:
"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.不卑不亢的结尾,提出解决方式:
"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

写信给亚马逊依照情况的不同内容有千百种,要怎么表达才比较合适呢?

这次我们用实例来修改,让大家能够更明白写给亚马逊回信时需要多注意的细节。

也可以让大家明了写信时的概念,得以之后运用在各种不同情况上。

Please help edit the following appeal:(比较不正确版本)
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.

以上的内容已有了雏形,格式段落符合基本概念,但在语气上可能表达的程度不够,另外也要注意信中的书信礼仪。经过调整后:

To whom it may concern,(正确版本)
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.

以上就是调整完成后的版本,此为参考用请勿照抄。

针对不同的卖家境况:

1.先依照上文写出雏形

2.调整语义、语气表达和书信礼仪的细节

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%. (诚实道歉先)

3.将多余的冗词赘字予以删减,让书信内容更加简练,在该强调语气的地方加重力道。

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.
调整为
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.

依照以上三个步骤调整过后的回信,亚马逊官方收到后能感受到你的诚意、经营态度与礼仪,而这三个部分正是亚马逊最注重的方面。所以回信记得要投其所好,才能获得预期的回复。

文章来源:亿恩      作者:娄源超



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发表于 2016-9-14 09:30:59 | 显示全部楼层
Mark first,
Looks very good
Thanks for your share
若是一个人,就要有一个人的样子。
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发表于 2016-9-14 10:29:22 | 显示全部楼层
mark希望不会用到

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发表于 2016-10-12 09:15:14 | 显示全部楼层
mark,mark,mark
我只想静静地学习,拒绝添加广告商。
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