ODR过高，账户被冻结

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 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 都是值得借鉴参考的部份。

新账户被封号

当遇到新账户被亚马逊封号时，也能够通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 <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 aremeeting 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°〇.”

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.

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 C

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°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 ourAmazon 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°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 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%.(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

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.

调整为

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.

照以上三个步骤调整过后的回信，亚马逊言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。

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