亞馬遜ODR超標申訴方法(附模板)!

?很多賣家收到賬戶被封郵件都先罵娘，罵完了也沒用你還是得干活啊!那么亞馬遜ODR超標怎么申訴呢?

首先分析銷售權限被移除的原因：

1.績效較差:各項指標(例如:訂單缺陷率、取消率、有效跟蹤單率、遲發(fā)率等)未達到亞馬遜平臺的績效目標。

2.違反了亞馬遜,的銷售政策,例如:銷售假冒偽劣產(chǎn)品,威脅或者恐嚇買家。

3.違反了亞馬遜有關受限商品的規(guī)定, 一些限制類的產(chǎn)品很多中國賣家是沒有銷售權限的, 如果違反相關規(guī)定也會被移除銷售權。

4.侵權。

重點講ODR申訴，只要你做的是申訴，首先要有思路。具體思路如下：

第一步 明確你的銷售權限被移除的原因。

詳細的分析具體導致你的銷售權限被移除的原因, 是因為:

1 績效較差or2.因為違反了亞馬遜的銷售政策和協(xié)議而被取消,例如: ODR超標、有效跟蹤單率過低、銷售假冒偽劣產(chǎn)品等 。

怎么分析?

最直接的方法:進后臺的績效板塊進行詳細的分析,看具體是哪些指標起標了。

1 如果是0DR超標, 那都是由什么原因造成的, 有多少個差評,多少個A-Z,多少個拒付,造成差評、 A-Z、拒付的原因是什么?

2.如果是有效跟蹤單率過低,為什么有效跟蹤單率那么低?是物流公司問題還是自己的發(fā)貨問題?如果是及時回復率過低,為什么不能及時回復信息? 將自己可能導致銷售權限被移除的原因做一個徹底的分析 。

第二步 評估自己的銷售流程

賬戶被封, 一定要分析自己的銷售過程是否有問題一一產(chǎn)品質量把關、物流服務、售后服務等是否有需要完善的地方。出現(xiàn)問題,都采取了哪些行動,以及對自己的這些行動進行分析和評價。同時還要確定你的庫存中是否存在違反亞亞馬遜政策和協(xié)議的商品。

第三步、創(chuàng)建行動計劃。

根據(jù)前兩步分析得出的問題提出相應的解決方案，就是告訴亞馬遜你將采取什么行動解決銷售權限被移除的問題這個是重中之重。

第四步、提交申訴信

申訴信和計劃書

申訴信都應包含一份行動計劃, 改計劃表明已經(jīng)找到自己的銷售和庫存管理實踐中存在的問題。計劃如何改變自己的銷售策略以解決問題。所有的申訴信和計劃書都秉持一個思路:找到問題,解決問題,末來怎么做。亞馬遜想看到的就是切實有效的行動計劃。我們下面說說幾個計策。

做亞馬遜, 做到被亞馬遜封店鋪了, 說明很多指標可能部出現(xiàn)了問題,那么就要從根本上去解決這些問題,然后重新啟航。

既然說到從根本上解決問題,那我們就把最高的事故率都一一列舉:

一、因訂單缺陷較高而被移除。

行動計劃包涵內(nèi)容:首先,確定哪些指標(負面反饋/亞馬遜商城交易保障索賠/信用卡拒付)來達到馬遜的績效指標評估時,需要閱讀買家留下的所有反饋評論。如果評論反映不能及時回復買家郵件, 你可以在行動計劃中說明安排每日回復所有買家信函的時間; 如果是產(chǎn)品質量破損或者產(chǎn)品與描述不符, 則要在行動計劃中加入產(chǎn)品質量把控、 物流服務優(yōu)化等舉措; 如果是因為未收到產(chǎn)品, 則要在行動計劃中加入更換物流合作商以及發(fā)FBA的事宜。

二、遲發(fā)率較高而被移除
行動計劃包函內(nèi)容: 去后臺查一下設定的配送交貨周期是否太短,貨代方面是否有問題,你可以往行動計劃中加入修改交貨周期,與物流能力更穩(wěn)定的貨代合作、或者跟亞馬遜承諾發(fā)FBA這種解決間題的方案 。

因配送前取消率較高而被移除,,行動計劃包涵內(nèi)容: 檢查是否由于上架的商品長期缺貨所致,你可以在行動計劃中列出每日監(jiān)控庫存, 以確保自己絕對不會上架無法立即配送的商品,

三、因退款率過高而被移除
行動計劃包涵內(nèi)容:檢查是由于什么原因號致退款,是產(chǎn)品質量問題、物流問題還是其他的原因,你可以在行動計劃中加入產(chǎn)品質量把控、物流服務優(yōu)化、售后服務改進等舉措。

策略一：李帶桃僵(適用那種很傻的錯誤無法承認的被封的情況)

1.發(fā)錯貨( 庫存發(fā)錯/物流發(fā)錯/貼錯運單等,我遇到過的千奇百怪)

2、沒有熟讀亞馬遜的政策導致的失誤,這個怎么能承認

3、其他

所謂李代挑僵,就是把責任推卸到其他,量然我們說申訴必須先承認錯誤,但是這幾種實在是沒辦法承認啊,那怎么力?找其他人來背鍋,像發(fā)錯貨,不小心發(fā)了空單,這個時候你一定要想好邏輯,說是工廠或者物流商,此招不可多用。

出現(xiàn)李代桃僵很多可能是你做亞馬遜的時候還沒有學會多角度分析問題，下面給你幾個tips：

1、設置配送交貨周期：你設定的配送交貨周期是否太短?

2、與買家溝通：你是否有效回復買家的問題，并及時、禮貌的方式回復他們?

3、在售庫存：你是否長期缺貨并因此被取消訂單?

4、商品信息：你是否在商品評論中準確描述商品?

5、運達時間：你的物流合作商物流能力是否能夠在規(guī)定的時間交貨?

6、售貨服務：出現(xiàn)問題時，你是否積極與買家溝通解決問題?

如果你發(fā)了無數(shù)的申訴郵件，亞馬遜還是沒有回復，我們再來試試這個模板：

苦肉計



憋住別笑。這也是有成功的案例的。

附:亞馬遜ODR超標申訴通過模板

Dear Amazon seller performance team

Thank you for your patience.

I have checked and looked up to the Amazon policy on line and leart more about selling behavior and FBA policy.

1. We have checked our distribution chain carefully, and we find some questions now.

Our parcel shipped by merchant before we use FBA shipping service. Now we have choose FBA service and our products packaging and shipping directly by the supplier, during the suddenly orders in large quantities and Chinese New Year Holiday may make a slip, the supplier shipping about 數(shù)量 empty packages to amazon.

2. Those steps will help us to prevent similar issue:

(1). We have deleted this listing to prevent our customer purchase this item but we cannot shipping it, We will not sell it until the factory shipping new items to Amazon again. Only when we can make sure it will not cause any other problems.

(2). We will carefully check the order to make sure everything was in good condition and right item before shipping it out. But we have realized there is a wrong way that we trust this matter to our supplier, we should remind the shipping process and we have appointed staffers to handle related matters.

(3). Some people were scheduled for check parcels, all our goods pass through our rigid quality control before shipment.

(4). We have gone through all our warehouse inventory and have taken out all items that show any signs of damage or defectiveness.

(5). We offered an unconditional 60-day money-back guarantee and new replacement as required on every damage and bad quality purchase to serve our clients best interests. Every email will be answered within 24 hours and try best to solve all of questions from customer feedback.

We hope Amazon can give us the opportunity; we will be dedicated to the Amazon platform users to provide a better and more perfect shopping experience. If you need any other information, please send us an email.

I am so sorry to bother you so many times, and take all your advice respectfully.

Looking forward to your reply!

Best Regards，

店鋪名 service

李代桃僵請仔細看前面內(nèi)容---即不好承認的錯誤用其他可信服的原因去解釋和改進。

三十六計之釜底抽薪

Dear Sir/Madam,

Thanksfor your patience.

Weare Amazon seller 店鋪名 and our sales permission suspended due to order defect rate ishigher than the goal of less than 1%.My sales plan is as follows:

1. Based on the circumstances, these 5 ordersplaced at this same time and day. That means we suspect and have good reason tosuspect that these negative feedbacks have intention to pursue unhealthycompetition with our peers. So please kindly check these orders, and you mayalso have such feeling. Following are 5 orders ID(出問題的訂單號)

2.For new account we cannot use FBA service before 時間. Now we havesent a huge swath of goods to FBA stock, a tracking number is unavailable forthese item：(fba物流單號) and we will change the way oflogistics for more than 80% listing to FBA. Use FBA service can help us toproviding better products and excellent service for our customers.

3.We regret for this but we guarantee there is nothing wrong with our products.There is no bad review or feedback before these 5 disputes orders. Since I didcarefully check the order and the package to make sure everything was in goodcondition before shipping it out, Please check our sales records.

4.We always stay in touch with our factory ensure quality of products produced tomeet customer demand. We request for all the sale invoices from our suppliereach time, we have made all the preparations to ensuring product quality andsafety dispute solved satisfactorily.

Pleasecheck our plan and we value our sales opportunities.

Weare anticipating your early reply.

BestRegards

店鋪名 service

釜底抽薪即從每個指標上面去發(fā)現(xiàn)自己的問題，逐個擊破，一一解決，一一給方案和計劃。

苦肉計模板上面已給出。
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