账号因为ODR应诉

dorothyxiong

因为4月份来了3个纠纷和2个一颗星的feedback，所以今天亚马逊绩效团队给我打了电话也发了这封邮件。烦请高手指导一下，

Thank you for speaking with us about your selling account.

As we discussed, more than 1% of your recent orders have resulted in negative feedback. Your account will be temporarily deactiVATed in 24 hours if you do not address these defects.

Why is this happening?
Your order defect rate exceeded the target of 1%. Amazon’s Order Defect Rate Policy can be found at (https://sellercentral.amazon.com/gp/help/200285170).

What’s next?
Please review your orders to determine the cause of the defects. You can appeal any A-to-Z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links:
-- Appeal A-to-z Claims: (https://sellercentral.amazon.com/gp/help/G202041210)
-- Request removal of seller feedback: (https://sellercentral.amazon.com/gp/help/20231)
-- Appeal Chargeback Claims: (https://sellercentral.amazon.com/gp/help/G202145040)

Additionally, please send a plan of action within 24 hours that explains:
-- The root cause(s) of the A-to-z claims, negative feedback and service chargebacks
-- The actions you have taken to resolve A-to-z claims, negative feedback and service chargebacks
-- The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward

How do I send the required information?
Please submit your plan by responding to this email from your case log in seller Central at this link (https://sellercentral.amazon.com/cu/case-lobby).

What happens if I do not send the requested information?
If we do not receive the requested information within 24 hours, your account will be temporarily deactivated.

We’re here to help
If you have questions about this policy or information requested above, please contact us at (https://sellercentral.amazon.com/cu/contact-us/cmn/SPERFORMANCE). The Account Health Support team is available to discuss your account performance 7 days a week, from 7:00 a.m. – 6:00 p.m. Pacific Time. Additionally, please find assistance creating a plan of action at (https://sellercentral.amazon.com/gp/help/201623610).

You can view your account performance at (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_op) or select Account Health on the home screen of the Amazon seller app on your iOS or Android device. Your Account Health shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download iOS App at (https://itunes.apple.com/na/app/amazon-seller/id794141485)
-- Download Android App at (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl)

FIL美国跨境服务

这类申诉，一定要提前准备好A-to-z、退货、差评、低分等数据报表，千万不要贸然写信申诉，否则容易浪费掉最宝贵的一次申诉机会。
可以联系我们，我们美国的专业团队可以免费帮您分析后，帮您申诉，成功率90%

创蓝商务

尽快按照亚马逊的要求进行回复，或者联系我们右侧的亚马逊申诉专员

FBA各站点换标

亚马逊账号因为大小原因被封号/冻结的概率太大了，可加号备用咨询

HAYY

ODR太高啦，悠着点，现在要求你发行动计划，你就按他的要求发吧，不然被封的可能性很大了。有诚意点，要让亚马逊真的感受到您有做这些行动计划！，加油吧，我之前就因为这些被封了

冒泡@及奇网：R

问题：账户ODR超过Amazon指标1%，首先ODR由三个部分组成： A-to-z claim, negative customer feedback, service chargeback，需要先去账户后台查看具体三个指标中哪一个出了问题，然后下载对应的订单报告查看具体问题订单，分析具体问题；然后才能针对问题写对应的POA。POA组成Amazon performance team在绩效邮件中有对应指导，包含：1.问题发生的原因 2.发生这个问题时，您所采取的措施 3.针对此问题，以后做出的计划。POA绝不能泛泛而谈，需要具体分析问题，需要简洁精炼的语句，一针见血说明问题；措施需要具体且真实，让看的人觉得您真的做了这些措施；未来的计划也是需要真实诚恳。
针对此类问题，以及店铺各类申诉，我们都有专业的团队进行处理，具体可以联系我进行具体咨询。

天涯海角去流浪

绩效申诉不难的，关键是不要说没用的话，比如说，抱歉、我们一定会改进，请求再给一次机会等等这些话一两句表达一下就行，不要重复说。重点内容应该是实际的行动和计划，比如，因为选择的物流时效长导致客户没能按时收货，那就应该直接明了的说明，已经更换了物流方式，比如说DHL。或者直接说明，不采用FBM的方式，直接采用发FBA。行动计划明确了，亚马逊一般就会通过了。本人有一些运营的经验，也欢迎各位大卖家相互沟通交流 17095141836