创蓝 发表于 2014-10-13 14:07:15

销售权限被移除的申诉方法与步骤 - [创蓝经验]

亚马逊销售权限被移除一般都是由于以下原因:


[*]糟糕的账户表现(您账户的客户指标order defect rate, cancellation rate,late shipment rate等等一些指标没达到亚马逊的要求)
[*]违反亚马逊的销售政策 (卖仿货,卖假货,产品上传严重违规无视平台要求,同站点多账户运营被关联时一个账户销售权限被移除其他的账户跟着出问题)
[*]销售平台明令禁售的产品

销售权限被移除的申诉:

如果您的的亚马逊账户销售权限已被移除,有可能通过申诉要回账户,当然也不是说只要申诉亚马逊就会恢复您的账户销售权限。

如何申诉?

Step 1:搞清楚是什么原因导致您的账户销售权限被移除
账户销售权限被移除以后亚马逊一般都会发一封Notification给卖家,卖家可以通过这封邮件得知准确的原因,到底是因为账户表现差,还是违反亚马逊的销售政策或者销售了平台禁售的产品... ...

Step 2:评估您过往的销售操作
检查下您的客户指标,找出那些给客户带来差的用户体验的订单和不达标的的参数;同时也检查下您账户目前的产品Listing,看看这些产品有没有那些违反亚马逊的政策的(比如侵权或者假货之类的)

Step 3:创建一个补救的行动计划
写一个行动计划概括一下你在Step 2 中发现的与账户销售权限被移除有关的问题(参照下文的 Creating a Plan of Action),提供一个能够有效解决相关问题的精确的行动计划可以很大程度上恢复您账号的销售权限

Step 4:把您申诉的内容发给亚马逊
补救的行动计划创建写完后, 将其发送给亚马逊希望其恢复您的卖家销售权限。

[*]登录卖家账户后台
[*]点击Performance按钮中的Performance Notifications
[*]找到关于您销售权限被移除的告知邮件,打开邮件,点击Appeal的申诉按钮
[*]点击Appeal decision按钮
[*]把您的补救行动计划写入
[*]点击Submit,把您申诉的内容发给亚马逊的Seller Performance进行评估,Seller Performance会根据您提供的申诉内容以及这次销售权限被移除的严重程度来决定是否恢复您的亚马逊账户卖家权限

Step 5:关注您的Email和后台Notification
亚马逊会把评估的结果发送给卖家一般来说亚马逊会在收到申诉内容48小时之内查看,评估,决定,然后把最后的结果发送给卖家。亚马逊的评估是非常的细致的,所以卖家一定要在申诉内容上花功夫,即便您提供了申诉材料也不能100%的保您的卖家账户就一定可以恢复销售权限。

static/image/hrline/4.gif

Creating a Plan of Action

您申诉的内容的补救行动计划务必要包含以下两大点:

[*]让亚马逊知道你已经确定搞清楚了自己在销售或者产品管理中存在某些特定的问题 (知道错了,并且知道错在哪里)
[*]说明你会怎么样去改进和避免这些出现的问题 (让亚马逊知道你会采取积极的态度并且拿出合适的方案和步骤去改进这些问题,提高用户体验)

下面我们来举例说明:
账户表现糟糕导致销售权限被移除

Example 1:
Notifications来邮件说因为您账户的Order Defect Rate(ORD值)过高导致销售权限被移除

处理方法 : 检查您账户的Customer Metrics页面搞清楚到底是哪个指标不合格,影响ODR值的指标有:1-2星的Negative Feedback,A-to-Z claims,Chargebacksclaims (简单来说就是差评和纠纷)。纠纷和差评最能反映客户对于订单的不满,对于客户反映较多的问题,你要在申诉计划中给亚马逊一个合理避免这些问题的步骤 (我要如何避免和改进,我们计划是:1怎么怎么样,2怎么怎么样,3怎么怎么怎么样...)。当检查账户的时候,要大量的检查买家给您留的feedback,如果评价中有反应您对客户发的消息不理睬,那么您的补救计划中要提到后期会每天安排时间回应客户的邮件。

Example 2:
Notifications来邮件说因为您账户的发货延迟率过高导致销售权限被移除,您的发货延迟率( Late Shipment)不达标

处理方法 : 发货延迟率过高是因为在上传产品时后台的Handing Time设置的过短(如果卖家不设置则默认为2个工作日),那么在您的补救申诉计划中要提现出你要修改Handing Time的意图,从而能够在规定的时间在后台确认发货。
Example 3:
Notifications来邮件说因为账户的订单取消率(pre-fulfillment order cancel rate)过高导致销售权限被移除

处理方法 : 检查您的库存管理和库存的控制流程,如果您发现过高的订单取消率是由于长期缺货造成的,那么您的申诉补救计划中要提到后期您会对所有的产品库存每天进行监控和统计以确保您所有上架的产品都有非常理想的库存量,不会导致有单无货的局面。


当你评估店铺往期的运营动作时,着重检查以下几点:

[*]设置发货时间:您设置的发货时间会不会太短?
[*]和买家沟通:你有没有迅速高效并且礼貌地回复买家的问题?
[*]产品库存:你经常缺货和取消订单吗?
[*]产品链接:您在Listing详情页面有准确的描述您的产品吗?


如果您的卖家账户因为违反亚马逊平台政策被取消了销售权限 , 你先检测下您的店铺内的产品看它们其中有没有包含一些平台的禁售产品。

违反亚马逊平台政策导致销售权限被移除

Example:
Notifications来邮件说您卖家账户销售权限被移除是因为销售.. 比方说 promotional versions of media (亚马逊上的禁售品)

处理方法 : 立马删除这些禁售品(比如promotional versions of media 或其他...)后期经常检查账户确保不再上传此类禁售品并且一旦发现立即删除。


卖仿货卖假货导致销售权限被移除
大家可以结合此帖中的Creating a Plan of Action的大体思路然后结合论坛会员Maciljason的帖子: 因卖假货被封店铺,申诉邮件模板(Jason原创)进行申诉,不过在这里提醒大家卖仿货卖假货属于严重的平台违规行为,即使是按照要求申诉后账户销售权限恢复的情况也不是大家想象中的那么乐观,所以大家在上架产品或者跟卖其他卖家产品的时候一样要慎重!

因为关联问题被移除销售权限
亚马逊运营中最恐怖的事情就是账户被关联,特别是如果当现在的账户被亚马逊告知已经关联到了一个之前死掉(被永久移除销售权限)的账户,那么现在这个账户也会死掉(被永久移除销售权限),关联问题申诉基本无望,被关联基本就可以放弃抵抗了,抵抗成功率微乎其微,这种关联比卖仿货卖假货更可怕。请大家详细查看这篇帖子:亚马逊账户关联问题科普


转载须知:
此文章由创蓝商务论坛原创,转载请务必保留原文链接:https://bbs.ichuanglan.com/thread-8485-1-1.html
ODR过高被移除销售权限,申诉成功的案例供大家参考:https://bbs.ichuanglan.com/thread-10371-1-1.html
创蓝有丰富的代理注册经验,6年来服务了10000+卖家,确保您能快速开店。联系论坛右侧在线客服“全球开店支持”QQ或扫描下方微信号即可咨询

jenny1984 发表于 2016-3-7 22:22:13


阿默。求教求教啊 ,已经百般无奈焦虑了。搜索了很多贴子,能回复的都回复了,case都开了好多次就是没有回复不知道有没有求了
Hello,

We recently contacted you about confirming shipment for orders you have not actually sent to buyers. Because you are still confirming shipment before sending any part of the order, you currently may not sell on Amazon.com. Funds will not be transferred to you but will stay in your account while we work with you to address this issue. If you have any open orders, please ship them.

To sell on Amazon.com, please send us a plan that explains how you will address this problem. For help creating your plan, search for "Appeal the Removal of Selling Privileges" in Seller Central Help. When you are ready to send us your plan, click the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html).

Once we receive your plan, we will review it and decide whether you may sell on Amazon.com again. If you do not send an acceptable plan within 17 days, we may cancel your listings and hold any funds in your account for up to 90 days.

To talk to someone about this email, you can ask our Seller Support team to contact you (https://sellercentral.amazon.com/hz/contact-us/performance).

We look forward to hearing from you.

Sincerely,

Seller Performance Team
Amazon.com
http://www.amazon.com
然后第一封申诉信由于没有经验是这么回复的:
You wrote:

因卖家绩效不佳而被冻结
------------------------------------

您好!
我了解,最近我们在亚马逊的卖家表现已经低于亚马逊和自己的标准质量, 主要由于原因导致:
1.库存不足,提前填写发货通知
我确实很后悔也很难过,不是故意的却违规了,不该在没有跟踪信息的时候就提前写了单号,在此想解释下这个违规的原因应该是二个星期前的几个单存在这个问题,当时是年后刚来,年前厂家不发货,年后刚开工很忙他们做不过来,我这边又没库存,一看到后台有单,我都是马上下给工厂做货,结果没按一年的进度交货,拖延了二天发货,然后快递也拖延时间没当天派送,平台发货时间就到了,然后货送了到货代那里,当天都是会发走的,我就录单填写了发货通知,所以跟踪信息是第二天才会出来,有一票是供应商少发了货,填了发货通知后才知道的,事后又补发了,这个可能就被你们检测到提前发货了。
行动计划:
1.年后一二周是特殊情况,厂家发货比较慢,现在已经恢复正常速度了,当天的单,二天会发出,而且我把自发订单的发货时间从二天延长到了3到4天
2.最主要的是,我们减少了在售产品,保留一些我们有常规库存的产品。而且我们已经备了一大批货,一批FBA的货正在途中,自发的产品也备有库存。前二周是一直在等这批货做出来。
3.此外我们将更加积极地监督我们的账户表现,以确保我们达到亚马逊的标准和优质客户服务的标准。




因违规被冻结
------------------------------------

在评估我们的销售手法时,我们发现了提前发货的违规现象,另存在一单不良跟踪率的情况,这个case已经提交给平台并积极配合调查了,原因是我们是按时发货而且客户也签收了,因为之前填写了错误的承运人导致平台检测不到跟踪信息。相信这个问题会很快解决的




其他信息
------------------------------------

我们对亚马逊平台不是很熟悉很多规则可能不太了解,但是我们一直很努力地在提高FBA的百分比,并且及时有效地回复处理客户的回复。自发的渠道都是平台任何的EUB,USPS已经DHL,确保高效到达客户手中,恳请亚马逊再给我们一次机会,我们会更好地管理好账户,争取各个指标达到优秀

3月1号就提交申诉了,然后48小时没有回复,然后我搜索别人的申诉模板重新开了case:
Dear Amazon Team,
Nice day!
Thanks for giving me a chance to appeal. I am very sorry to bring your trouble. I checked the details why my selling privileges have been removed. There is the reason:
1. Tracking info can be available is a little slowly. Mainly from 16th to 25th,Feb,2016,this is the first week we get work from Chinese new year holiday. Shipping company is very busy, many goods are overstock and wait for delivery, of course influent the delivery channel for the goods ship to USA .After shipper send out the goods, the tracking info normally need one day to get on line, that period need after 2 to 3 days can be tracked. I think this may make amazon think I did not send out the goods actually. After one week, the shipping speed become normally, and I keep close notice for the orders which has sent out, they all can be tracked, and most can be received in a normal delivery time, below please check the order list:

细节是关于有问题订单的单号以及发货时间和上网时间
Selling history
------------------------------------

we also selling in aliexpress for more than 2 years, while compared with amazon, we find our products is much more suitable for it , so we closed our aliexpress store this year, now we try our best effort on amazon. We are experienced in aliexpress, but we are very very new in Amazon. But we are study hard and will develop it faster. Please give me a chance.



Additional information
------------------------------------

Generally to say, in order to have the best seller performance, the best Account health. I have to do following:
1, keep enough inventory, so we can ship in the same day when client place orders,the most important, increase the goods fulfillment by Amazon, actually we have tried to ship a big quantity in our first time, and you have received them, very pity we can not sell them now, and keep a normal stock for the goods we ship.And we will write delivery inform after we can track the info,in case any misunderstand later.
2, Ship with the best shipping company, like DHL or Registered Post air mail EUB,American special line. In the future 3, Consider in buyer's position. Communicate well with clients. Give the best after-sale service to buyers.
4, Only selling the best quality products. Long term business in Amazon.

Sincerely hope Amazon can give me a new chance. We can do much better and better.

Look forward to receiving your early reply,Thank you very much.

然后还是没有明确的回复。
只收到这样一封邮件:
Hello,

We understand that you may have some questions about your seller account. To talk to someone about what you can do to sell on Amazon.com again, you can ask our Seller Support team to contact you. (https://sellercentral.amazon.com/hz/contact-us/performance).

Sincerely,

Seller Performance Team
Amazon.com
https://www.amazon.com
但是我后面开了几次case了,还是没有回复,而且只能邮件联系,在线客服都不支持了。
好急啊,刚发了一大批FBA过去,货已经接收了就是不能卖
请问大神我这个还有救吗?怎么才能让他回复我呢?死活好歹 让我知道呀

小帆 发表于 2015-10-11 18:17:57

要邮件模板,因为订单缺陷率被移除的,求

helenyang 发表于 2015-4-3 14:44:35


昨天晚上给我发这个如下的通知,要我提供如下的信息,这个信息也是通过点击APPEAL去回复的吗?
没有邮件可以回的
Hello,

You can help us with our review by providing us with as much of this information as you can:

- How long you've been in business
- The sources of your inventory
- Anticipated monthly sales on Amazon
- The availability of items for shipping
- The address of any retail locations
- Links to other websites where you are actively selling
- Dun and Bradstreet (D-U-N-S) Number
- Tracking information for recently shipped orders

If you have tracking information, please add it to your orders on the "Manage Orders" page in the Orders section of your Seller Central account (https://sellercentral.amazon.com/gp/orders-v2/list). By adding tracking information to your orders, buyers can track orders at their convenience.

If you have not already done so, we encourage you to send a friendly reminder to buyers requesting that they leave feedback on your account. To learn about how to contact buyers, search “Buyer-Seller Messaging Service” in Seller Central Help.

We will notify you via e-mail when our review of your account is complete.

Regards,

Seller Performance Team
Amazon.com
https://www.amazon.com

dahuose 发表于 2017-8-8 11:08:57

kusion 发表于 2016-11-15 20:38
唉,我也是收到侵权的邮件了,头痛啊

亲,请问你店铺后来申诉回来没,怎么操作的,我现在也是没卖出说侵权

CR-KEN 发表于 2017-2-15 11:15:40

请问阿默,因为亚马逊说提供了不真实的产品或侵犯知识产权的产品导致法国被移除了销售权,申诉了一遍收到了如下回复,不知道继续申诉能不能弄回来呃,,,郁闷,,,,
Cher Client,

Votre activité de vente n’a pas passé notre processus de révision. Par conséquent, vous ne pouvez plus vendre sur aucune des plateformes européennes d’Amazon. Une retenue temporaire sur les fonds disponibles dans vos comptes Amazon a été effectuée.

Nous vous encourageons à effectuer le nécessaire pour régler toute commande en cours. Veuillez noter que tout remboursement lié à une réclamation au titre de la Garantie A à Z ou à des contestations de prélèvements pourrait être déduit de votre compte.

Les fonds dans votre compte sont généralement indisponibles pendant 90 jours. Ce délai peut être étendu en cas de réclamations ou de contestations de prélèvement.

à la fin de la période de retenue, tous les fonds restants seront disponibles à la date de votre virement. Vous aurez la possibilité de vérifier le solde de votre compte et les détails de votre règlement dans la section « Paiements » de Seller Central. Si vous avez des questions concernant ces fonds, veuillez nous écrire à investigation-amzpayments@amazon.fr.

Si vous souhaitez continuer à vendre sur Amazon, veuillez répondre à ce message depuis votre compte Seller Central Amazon.fr avec les informations suivantes:

- Depuis combien de temps avez-vous ouvert votre entreprise
- Vos prévisions de ventes mensuelles sur Amazon
- Combien de produit pouvez-vous garder en stock et envoyer immédiatement
- L’adresse de tout magasin physique
- Les liens des sites internet sur lesquels vous vendez
- Votre numéro de TVA
-Information concernant les suivis de commandes envoyées récemment
- Les coordonnées de vos distributeurs ou fournisseurs (nom, numéro de téléphone, adresse, etc).
- Copies de vos bons de commandes, reçus ou factures

Vous pouvez masquer les informations concernant les prix sur tout bon de commande, reçu ou facture. Cependant nous vous prions de ne pas masquer toute autre portion d’information figurant sur ces documents. (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notifications.htm).Veuillez noter que le nom et l'adresse du fournisseur doivent être clairement visibles et la facture doit être pour une quantité appropriée par rapport à vos ventes des 90 derniers jours. Nous nous réservons le droit de vérifier la source de vos produits.

Toute demande d’appel d’une révocation de privilège doit être envoyée depuis votre compte Seller Central Amazon.fr. Veuillez sélectionner le bouton «Appel» à côté de l’avis sur la page Notifications sur la performance dans la section Performances de Seller Central (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notifications.htm). N’oubliez pas d’inclure dans votre appel toute information applicable listée dans la section « Comment accélérer une révision » de la page « Limite de vitesse et révision des Comptes Vendeur » dans nos pages d’aide en ligne.

Nous apprécions votre coopération.

Cordialement,

Performance Vendeur
Amazon Payments

Amazon Payments Europe S.C.A., société en commandite par actions, est une société enregistrée au Luxembourg, Numéro B 153 265, dont le siège social se trouve au 5 Rue Plaetis, L 2338 Luxembourg. TVA Numéro 24448288. Amazon Payments Europe est autorisée par la Commission de Surveillance du Secteur Financier comme émetteur de monnaie électronique.

Payments.amazon.fr et Amazon Payments sont les noms commerciaux d'Amazon Payments Europe S.C.A.

hollytang 发表于 2015-9-11 10:15:38

ALONSO 发表于 2015-9-10 14:43
你的帐号现在申诉回来了吗

申诉回来了,但是今天又收到邮件被封了,还是这几个产品,几乎一样的一封邮件,我现在都不知道怎么回事了。你的呢?

50721788281 发表于 2015-7-21 15:51:59

本帖最后由 50721788281 于 2015-7-21 18:08 编辑

Hello,

We have removed your Amazon selling privileges because of buyer complaints about the items they received from you. Please see below for some examples of the listings we have received complaints about:

Complaint Type: Incomplete Item/ Rights Owner Notice of Infringement/Not as Advertised/Wrong Item

To maintain a trusted marketplace for buyers and sellers, we take immediate action when we identify a buyer complaint regarding the condition and authenticity of products. You can view previous emails about buyer complaints on the Performance Notifications section of Seller Central


What you can do

If you would like your selling privileges reinstated, respond to this message and let us know. When you respond, include a plan of action that contains the following:

1. Description of the issues that caused the complaints.
2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.
3. Any additional details you would like us to know.

To find more information on how to submit your plan of action, search “Appeal the Removal of Selling Privileges” in Seller Central Help.

Still have questions? You can ask our Seller Support team: Contact us


What happens next

We’ll review the information you send and get back to you with an answer within 2 business days. When we respond, we may ask you for additional details or to revise your plan of action. If your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges.

While your account is restricted, we will place a reserve on your funds. Any amounts paid for A-to-z Guarantee claims and chargebacks on your orders may be deducted from the funds in your account. If you have questions about these funds, write to

Please understand that if you are unable to submit a sufficient plan of action within 17 days, we may remove your listings and continue the reserve on your funds.


Learn more

Sellers should understand our policies regarding product condition and descriptions. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help.

We appreciate your cooperation.

Sincerely,

Seller Performance Team
Amazon.com
http://www.amazon.com
账户被移除销售权限,然后申诉,亚马逊回复决定不恢复销售权限。


Hello,

Upon careful consideration, we have decided not to reinstate your selling privileges.

Any remaining funds may be reserved for up to 90 days from the date your selling privileges were removed. After 90 days, the funds will be disbursed, provided we do not receive charge-backs or A-to-z Guarantee claims against your sales. If you have further questions about your disbursement, please write to

Sincerely,

Seller Performance Team
Amazon.com
http://www.amazon.com

申诉了第一次,亚马逊回复这个。如果再继续申诉,还有机会成功

雪舞漫天 发表于 2015-6-26 13:30:33

好文,不过希望永远用不上这些

a2005014 发表于 2015-10-10 12:12:51

hollytang 发表于 2015-9-11 10:15
申诉回来了,但是今天又收到邮件被封了,还是这几个产品,几乎一样的一封邮件,我现在都不知道怎么回事了 ...

怎么申述回来的

hwredondo 发表于 2015-7-21 16:24:22

请教一下默默,被移除销售权限,需要我提供这些信息,我怎么提交啊,新账号
- Length of time you have been in business
- Sources of inventory
- Anticipated monthly sales on Amazon.com
- Availability of items for shipping
- Address of any retail locations
- Links to other websites that you actively sell on
- Tracking information for recently shipped orders, found on the Manage Orders page in Seller Central (https://sellercentral.amazon.com/gp/orders-v2/list)
- Tax ID or Dun and Bradstreet (D-U-N-S) number

Jeff_Bezos 发表于 2014-10-13 15:15:45

阿默 怎么还加密码

nonono 发表于 2014-10-14 10:27:09

What is the password??

创蓝 发表于 2014-10-14 10:33:37

nonono 发表于 2014-10-14 10:27
What is the password??

大家等等啊,不要急,还在补充内容,帖子写完就会开放的,请广大群众放心!

nonono 发表于 2014-10-14 10:38:20

阿默 发表于 2014-10-14 10:33
大家等等啊,不要急,还在补充内容,帖子写完就会开放的,请广大群众放心!

哈哈 不好意思哇 太捉急了 Mr.默慢慢写哈

love敏 发表于 2014-10-15 14:49:22

:lol阿莫加班那

遇见 发表于 2014-10-16 19:15:28

坐等阿默:lol:lol

love敏 发表于 2014-10-17 10:06:45

:lol嘎嘎等几天终于好了,以后还怕移除销售权不

lily22 发表于 2014-10-17 23:47:35

可以写很多封信给亚马逊吗,如果第一次申诉不过的话。

创蓝 发表于 2014-10-18 11:03:40

lily22 发表于 2014-10-17 23:47
可以写很多封信给亚马逊吗,如果第一次申诉不过的话。

可以写,但是如果第一次不过,那么希望就有点渺茫了,不过还是可以试一试的。
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