A common situation when closing an account is that our ODR and other important performance exceeds the standard.
The performance that can lead to our account being closed includes three core indicators: ODR, effective tracking rate, and pre-delivery cancellation rate.
ODR is divided into three parts: negative feedback, A-Z and chargeback. If the sum of these three parts exceeds 1%, the account will be closed. So if the account is closed due to these three factors, how can the seller appeal to Amazon?
First of all, let’s reflect on it. The negative reviews caused by these aspects, which affect our performance, are mostly caused by the following reasons: first, the goods are not delivered in time; second, the actual goods do not match the description. ; Third, the customer received damaged goods; Fourth, the customer was dissatisfied with the goods and wanted to return or exchange the goods but did not know how to return or exchange the goods or encountered trouble with the return or exchange; Fifth, the customer was dissatisfied with the seller’s customer service and a dispute arose.
Let’s think about it, can all the problems here be basically solved by issuing FBA? So the idea is very clear.
As for the problem of excessive performance, whether it is ODR, effective tracking or cancellation before delivery, it will be solved as long as FBA is issued. Therefore, if your account is blocked for this reason, the core solution should be to tell Amazon that we will start sending FBA. The specific email operation ideas are as follows: First, communicate with Amazon and deeply understand which of Amazon’s principles your mistakes violated, what bad experience it brought to customers, and how these mistakes were caused.
Note: When writing the reasons, try to find some practices that seem to have immediate results if changed. Do not write “Due to the remoteness of the road here, the delivery can only be so slow. I hope Amazon will understand”. If you do, your problem will become an unsolvable problem, and Amazon will keep holding on to your “little pigtail”.
For these reasons, we have already (be sure to note that these two words are “already”, and do not use “we wil” habitually. Amazon wants your actions, not your thoughts. Know what you will do in the future, so only those plans that have been implemented and effective can impress Amazon) What measures have been taken.
These measures can include: ① Set up a dedicated quality inspection team, and each batch of goods sent out will be fully inspected by dedicated quality inspectors; ② Set up a dedicated customer service team to track every shipment in a timely manner. Regarding the status of an order, once the order transportation status is found to be abnormal, or the customer has any negative feedback, someone will be responsible for solving it as soon as possible; ③ Changed to a more professional logistics service provider, using professional services such as Fedex/EMS/UPS/DHL Logistics providers deliver goods to customers; ④ In the future, all goods will be delivered through Amazon’s FBA logistics, self-delivery orders will be stopped, and self-delivery products in the backend inventory will be converted to FBA delivery, and all goods will be ready. Once Amazon allows the product to continue selling, it will immediately send the goods to the FBA warehouse. In addition, experienced and professional FBA operators are hired to ensure that no errors occur during transportation to the FBA warehouse.
Writing emails according to this idea can basically ensure that accounts that have been suspended or closed due to various issues such as account health can be re-operated. But please pay attention to the timeliness. Amazon’s first reply is very fast, so the seller’s first email is very critical. Don’t be impulsive or anxious. Amazon gives sellers plenty of time to write a plan. Write the first email carefully and Amazon will respond within 48 hours. Otherwise, if your first email makes no progress and Amazon asks you to continue improving measures and plans, then the reply to the second email may take 1 to 2 weeks, which will greatly affect product sales. Even if such an account is rescued, it will basically be the same as a new account.