1. Account blocked due to excessively high order defect rate
Case: Buyers complain that the actual product does not match the description.
Solution: Sellers should take the initiative to remove products with unrealistic pictures and insufficient detailed and authentic information on the product details page. In the complaint letter, it is necessary to mention that you have realized that the pictures and text descriptions of a specific category of products are indeed incomplete and do not provide customers with complete product information. In the improvement plan, the seller can promise that he has re-photographed the product pictures and will re-check the weight, size and other parameters of the product to ensure that the products on the shelves use real and standard pictures, and attach more detailed and authentic descriptions to ensure that damaged or defective inventory products are removed. At the same time, after submitting the complaint plan, the seller must also implement the improvement plan and contact the buyers who left bad reviews to try to improve the reviews.
2. Account blocked due to excessively high late delivery rate
Case: Buyers complain that the seller has delayed delivery after payment.
Solution: Sellers need to check the paid orders and may find that multiple orders have not yet been shipped. In the complaint plan, the seller needs to realize that the estimated delivery time he set is too short and unrealistic, and needs to remind the buyer and express guilt. In this regard, the seller should mention in the improvement plan that he will modify the estimated delivery days in the “Handing Time option” in the “OFFER”, and will strictly control his delivery time in the future, and notify the buyer as soon as possible after delivery.
3. Account closure caused by excessive cancellation rate before delivery
Case: Buyer complained that the seller canceled the order without reason.
Solution: The seller needs to check the inventory and supply process, and may find that there is a situation where the inventory is not real. In the seller’s complaint plan, it should be mentioned that the warehouse inventory and the platform inventory are indeed inconsistent, which makes it impossible for the buyer to ship after placing an order and reflect on himself. In the improvement plan, it is promised that regular inventory counts will be conducted in the future, the inventory of different colors of the same product will be monitored, and a warning line will be set for the inventory quantity. Once it falls below a certain value, purchases will be made, and Reserve enough time for purchasing.
4. Account blocked due to low effective tracking rate
Case: Buyer complains that the express number provided by the seller cannot effectively track the package
Solution: The seller needs to find the order number of the order complained by the buyer again, and may find that the order number provided by the international logistics company cannot track the package information. In the handling plan, the seller must clearly mention that due to objective reasons such as the reduced operating efficiency of the international logistics company, the buyer cannot track the logistics information, but he has taken the initiative to contact the international logistics company to track the latest situation to ensure that the customer will receive the product within the expected time. In the improvement plan, mention that you will choose to cooperate with an international logistics company with better logistics services. If necessary, you can also mention using FBA to ship goods to improve the user shopping experience.