Example 1

因遲發(fā)貨被移除銷(xiāo)售權(quán)

【郵件內(nèi)容】

首先由于我們的疏忽，深表歉意，總結(jié)了一下主要有兩個(gè)原因造成：

1、混亂的管理模式， 缺貨，通過(guò)ERP發(fā)貨，與客戶溝通不足，還有選擇錯(cuò)誤的物流方式才導(dǎo)致遲發(fā)率高于4%。

2、由于現(xiàn)在中國(guó)是物流旺季，導(dǎo)致爆倉(cāng)嚴(yán)重，才導(dǎo)致先收貨沒(méi)有及時(shí)發(fā)貨的情況。

如果恢復(fù)我們的銷(xiāo)售權(quán)，我們會(huì)做以下幾點(diǎn)：

1、為了避免這種情況在發(fā)生，我們后續(xù)將會(huì)100%選擇FBA， 不會(huì)選擇其他渠道，我們已經(jīng)有一名員工專門(mén)負(fù)責(zé)FBA。

2、實(shí)現(xiàn)我們的目標(biāo)不到4%準(zhǔn)時(shí)購(gòu)物，我們有準(zhǔn)備FBA貨物雇傭更多的員工。此外，我們將更積極地監(jiān)控我們的性能指標(biāo)，以確保我們達(dá)到亞馬遜和我們自己設(shè)定的標(biāo)準(zhǔn)標(biāo)準(zhǔn)的客戶服務(wù)質(zhì)量和維護(hù)我們的網(wǎng)站。

3、最重要的是，如果我們FBA出售貨物,不會(huì)有貨物遲交。而且，客戶將獲得一個(gè)完美的購(gòu)物體驗(yàn)。所以，出于這個(gè)原因，請(qǐng)給我們一個(gè)機(jī)會(huì),活躍我們的帳戶。因?yàn)槲覀円呀?jīng)發(fā)現(xiàn)FBA是最好的方法來(lái)解決這個(gè)問(wèn)題(貨物遲交)。

4、嚴(yán)格遵守亞馬遜規(guī)則&政策。

真誠(chéng)地，我們寫(xiě)這篇文章。我們將盡力提供我們的銷(xiāo)售在亞馬遜。

我們只是在等待出售權(quán)的釋放，我有足夠的信心，我們?cè)谖磥?lái)會(huì)做得更好，我們承諾它不會(huì)再次發(fā)生，請(qǐng)給我們一個(gè)機(jī)會(huì)。

真誠(chéng)期待回復(fù)!

......

Example 2

因遲發(fā)貨被移除銷(xiāo)售權(quán)

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%.

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.

Example 3

遲發(fā)貨+缺貨+回復(fù)客戶慢收到A-Z

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.

Example 4

回復(fù)買(mǎi)家不及時(shí)+產(chǎn)品損壞+加退換貨時(shí)間太長(zhǎng)收到A-Z，被凍結(jié)賬戶

Dear Seller Performance Team,

Thank you for your concern of our account. Before receiving the performance review notification, we were exactly working with the customers to resolve their problem.

We firmly believe that we're not only providing the product but also the customer service.

Firstly, we're very sorry about our negligence of packaging, and the incaution of carrying and transporting by logistics company which result in defective working condition of one item, we had to ship the replacement but had the customer waiting more time for delivery, they are kind but we are sorry. (講清楚沒(méi)包裝運(yùn)輸過(guò)程中導(dǎo)致產(chǎn)品損壞，退換貨時(shí)間長(zhǎng)讓顧客等很久，自己很抱歉)

Secondly, the incaution of testing and checking up by the tester in factory result in missing indicator light covers of one item, which in normal working condition but give customer defective impression of the product, we had contact with the customer and shipped the missing element, and sorry to bring him inconvenience. (發(fā)貨前的出廠檢查不夠細(xì)致收到的產(chǎn)品缺零部件)

These are our faults due to lack of strict management of the product and service providers.

Thirdly, we're new to Amazon selling and lack of familiarity with the rules and message system using, which result in missing timely response to 4 messages from the buyers on our months ago arranged long holiday, it was supposed the messages would notice timely on mobile phone email system to us but it didn't work, we promise this would never ever happen again to the customers.(沒(méi)有及時(shí)回復(fù)顧客信息)

We would like to earnestly beg your consideration about the feedback of other items received by other buyers, some of them had left positive feedbacks and reviews to the product and admired our customer service. We promise to provide customers both good products and good customer service.

If we have the chance to continue selling on Amazon, we will do as follows:

1. We will ask the factory to execute stricter checking up and testing process for our products, and request every confirmation and signature of testing result for every product from the tester in factory. We self will execute sampling check for different production batch and regular visit to production line of the factory every week. Make sure we ship out every item in integral and good working condition.

2. We will ask the factory to package with stronger crash proof and shockproof measure, like filling in the blanks with proof foam and wrapping up with hard carton. Change the logistics service provider with better transporting service.

3. We will keep login in the Amazon seller center on PC and check out buyer message at least three times a day, to ensure promptly response to the customer with 12 hours. And passionately handle any queries or complaints or product issues from every customer, will keep notice customer forwardly for the tracking information of the transporting package. To improve the customer experience by pre-sale, in-sale, after-sale process.

We write this sincerely and will try our best to provide good products and customer service on Amazon. Meanwhile, we sincerely hope Amazon team will give serious consideration and give us a new chance. This is not only chance but also hope to us, we eagerly hope we can further develop our undertaking here. Look forward to hearing from your reply. Thank you very much.

Best Regards,

XXX

Example 5

產(chǎn)品圖片與描述和實(shí)物不符

客服未及時(shí)解決問(wèn)題收到A-Z

或被移除銷(xiāo)售權(quán)

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 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 standards of quality customer service.