铺货大卖环球易购凉凉！亚马逊铺货模式还能走多远？

今天，奶酪跟大家分享一下撰写亚马逊绩效（迟发 订单缺陷等绩效问题）POA的方法，根据奶酪的这个模板来写申诉绩效问题保准一封就过哟！有图有真相：

卖家下午5点左右给我的申诉，然后看了店铺具体问题属于迟发，提交申诉后不到半个小时就通过了，搞得卖家朋友还以为我没提交，不敢相信，哈哈哈！

奶酪还有很多申诉小技能呀，比如测评申诉，侵权申诉，基本上都是一封过哟！

今天先跟大家分享迟发和订单缺陷类申诉问题，下次在分享分享刷单被封怎么写POA吧！

以下高能预警，干货来啦！

不论我们写什么类型的POA，都应该严格遵守六何法：何因（why）、何事（what）、何地（where）、何时（when）、何人（who）、何法（how）。从这六个方面提出问题并且进行思考，整个POA才会简介明了，详细全面！

例子：

Dear Seller Performance Team,（亲爱的卖家绩效团队）

Thanks for your kind notification.

这里礼貌的表达感谢亚马逊绩效团队通知我们账号问题，这里有必要可以带上账号的注册邮箱 - 何地

We deeply realized our mistake. According to Amazon’s suggestion, we have made a detailed plan to address late shipment confirmations, taken greater detail on the actions to resolve late shipment confirmations and prevent late shipment confirmations going forward. Below is our plan of action for your reference.

首先呢，不管你是因为何种绩效问题被关店铺，第一态度就应该明确自己错了，道歉，然后告知亚马逊团队我们已经安排了相关的调查小组负责这件事，并且制定了详细的计划，以此来解决这个问题！）- 切记：千万不要否认自己的错误，找理由找借口来掩盖自己的错误，这样会让亚马逊审核团队非常方案，导致POA不过哟！- 何人

正文第一步：

Explain in detail the reason for the delay in confirming the shipment

详细说明确认发货延迟的原因

以下详细准确的说明这次的问题什么，这样亚马逊团队才知道你写的邮件是针对什么问题！因为大部分时候审核你邮件的亚马逊工作人员跟关闭你店铺的人并不是同一个人！

1. Issues: late shipment rate is higher than the goal of less than 4%.

Through our careful and strict investigation, we think that there are main reasons that caused the late shipment issue.

During May Day Holiday, due to our mistake, we didn’t timely fill the related tracking number and confirm shipment on Amazon after the parcels were sent out by the logistics. That’s why some orders were late shipment. In fact, all the parcels have been sent out, there are some orders that have been delivered. You can check and verify it.

这里应该详细认真并且实事求是的告知亚马逊团队迟发的真正原因，具体时间何过程都应该说明。根据每个人账号不同情况，应该原因也有所不同，并不需要拘泥于一个模板，按照实际的情况去写原因就可以了 - 何时 何因

以下我提供几个符合根本原因的常见模板，大家可以参考以下：（中文）

1.我们没有安排足够的仓库人员来包装和交付订单包裹时间，导致包裹在 12 小时内发出，导致后续时间延迟。

2.没有一个完整的ERP系统，因为订单在ERP系统上没有显示时间，没有人会注意，所以包裹会被错过和延误。

3.没有优秀的载体。使用第三方物流承运人时，我们没有选择很好的载体。因此，我们无法及时反馈订单号发货后12小时内，未能及时寄出运单，上传到店铺。

4、我们没有在listing后台设置准确的发货时间。根据我们的交货状态，我们应该将其设置为3天，但我们使用了默认的1-2天。由于我们的失误，帐户状态不好。对于我们糟糕的购物体验，我们深表歉意，但我们承诺稍后会解决此问题。我们

发现我们的包裹准时到达。

正文第二步：

Actions that we have taken to resolve the issue.

我们为解决问题而采取的行动。

(1) Ship all the late shipment orders.

We confirm that we have dispatched all the items and provided tracking information within the stipulated shipping time.

采取行动的第一步就应该尽快解决处理好这些迟发订单，并且表示所有订单已经按时交付。

(2)Improve our delivery efficiency.

(a)Change our shipping method.

In order to improve the efficiency, we have changed our shipping method and plan to use more reliable logistics, such as, DHL, FEDEX, UPS, etc. The tracking information can be tracked promptly and the products can be delivered within the estimated delivery date. Then we can confirm shipment timely and the products can be sent out promptly.

(b)We have found the reliable third-party warehouse company in US and will send enough inventories to the local warehouse. Then the merchant-fulfilled orders will be directly sent from the local US warehouse, not from Chinese warehouse.

(c)We have chosen some products and will still use FBA service for more and more our listings once our selling privileges can be reinstated. Then there will be 90% of our orders that are fulfilled by Amazon in the future.

第二步就是提高我们的运输效率，这里可以直接套用模板

(3) Strictly check and update our inventories to ensure that we have enough stock.

(a)We have carefully reviewed and updated all our listings, removed all unmarketable products, and are working on new improved product listings.

(b)We have changed the structure of our business model in order that we can send our fast selling products to Amazon fulfillment centers. For example, we have prepared enough best selling products to FBA warehouse to improve our customers’ shopping experience.

(c)We have checked all our inventories in our warehouse immediately. We can make sure that the quantity of the inventories is the same as the quantity of our website description.

(d)We have done a complete audit of our inventory to ensure accurate and immediate availability. We have already updated all our online inventory to accurately reflect what we have on hand.

从仓库管理的角度解决这个问题

(4)Reset the shipping lead times to be a more realistic time for us.

The shipping lead time of some products we set is too short; we have reset it to be a more realistic time for us. What we do is to make sure that all the parcel can be sent out within the stipulated shipping time.

根据实际情况，合理的设置发货时间。

以上模板基本上可以直接套用哟，第一步何第二步基本上就是何事的整个过程。

正文第三步：

Actions that we have taken to prevent the similar problem from happening again in the future:

我们为防止类似问题再次发生而采取的措施

(1)Streamline our process of operating our orders to ensure that we can send the orders out within the stipulated shipping date.

We have set up a special team for fulfilling our shop’s daily work in order to provide our mutual customers with a better shopping experience. We believe that we can do it better with a professional, skilled, and expanded team.

(a)We have adopted ERP system to manage our orders. The technical system will help us to manage our orders more efficiently.

(b)Every order must be packed and shipped within 24-48 hours.

(c)After the orders are shipped and have the valid tracking information, our ERP system will automatically confirm shipment and fill the related tracking number and carrier immediately on Amazon. All our mutual customers can track their parcels promptly according to the valid tracking number.

(d)Place listing to "inactive" status when weather is bad or we are on holiday. 

这里再次强调了何人（who），公司将会有专门的团队来管理发货问题，并且从硬件设备上也会使用管理系统，专业的同时更加安全，强有力的说服亚马逊团队。

(2)Make a better inventory management to avoid the occurrence of any short supply.

We have strictly reviewed all our remaining inventories and the orders can be shipped immediately to avoid delays with shipping.

(a)Daily monitor our inventory.

Carefully monitor our inventory daily to make sure that we never list products that we cannot dispatch immediately. If the products are out of stock for a long time, we will remove the related listings immediately. Besides, the inventory quantity on website must be the same as our warehouse inventory.

(b)Prepare enough products.

We have been prepared enough products for all the listings on Amazon. Once the customer makes a order, our warehouse department colleagues can promptly select and package the correct products. Then the logistics can dispatch the related parcels within the stipulated shipping time.

(c)Make a scientific procurement plan.

According to the sales situation, the sales department can make a detailed sales forecast for one month and two months accordingly. Then the purchasing department will set up a specific procurement plan in order to ensure that the products can have enough inventories.

On one hand, advance planning to determine inventory needs for each time period and then making the commitments without procrastination.

On the other hand, account for the depletion of the inventory. Before a decision can be made as to the level of inventory to order, we must determine how long the inventory we have in stock will last. For instance, we will formulate a plan to ensure the sale of the greatest number of units. Likewise, we will formulate a plan to ensure enough inventory is on hand for production of a finished product.

(d)Set hard deadlines.

Carefully negotiate our timeline with our supplier and set a specific date by which we will have the shipment. Never accept “we will have it to you soon” as an answer. Try to set the deadline at least one week before we will actually need the inventory on hand for launch or sales.

(e)Adopt updated ERP system to manage our inventory.

We have adopted ERP system to manage our inventory. The technical system can help us manage the inventory more efficiently. What we do is to make sure that we never list products that we cannot dispatch immediately.

(f)Strengthen the strict inspection for qualification of our suppliers.

We have strictly checked the supplier’s efficiency and timely changed our supplier who is not reliable in order to make sure that we can get the products timely. We only cooperate with credible suppliers with a proven track record.

第二点从仓库的采购，管理出发来进行规范！

(3)Timely track the orders in order to make sure that there is no ambiguity and our customers are well informed.

If the products cannot be sent out within the estimated shipping time due to force majeure conditions, we will inform our mutual customers this problem promptly. If the customers don’t want to wait any more, we will return them full refund immediately. If the customers still want the product, we will provide the estimated shipping time.

第三点从跟踪物流号入手

(4)Provide the satisfied customer service.

(a) We will take the most sincere attitude to treat every customer and try our best to meet the customers’ requirements and improve the customers’ confidence and loyalty to our products & Amazon.

(b) We will timely check our emails, feedbacks and product reviews. Once we receive the inquiries and complaints from our customers, we will try our best to reply them within 12 hours, conscientiously analysis the causes of the problem and provide our mutual customers with a satisfied solution as soon as possible.

第四点强调我们的客服人员和沟通的加强

(5)We have strictly checked the staff’s qualification and changed our staff who are not qualified and provided the complete training immediately in order to make sure that the similar problem won’t happen again.

(6) Carefully learn and strictly obey Amazon’s policy.

We have carefully studied and will strictly obey Amazon’s rules and policies. We guarantee that the similar problem will not happen again.

第五和六点都是加强员工对亚马逊相关政策的学习和培训，以确保下次不会犯类似错误

We sincerely hope that Amazon can help us to reinstate our selling privileges. Please let us know once you have received this email or if you have any further information you want us to provide.

写完正文，这里再次道歉并且诚恳的请求恢复账号

基本上下面的内容都是可以直接套用模板的哟，根据每个人账号不同情况稍微做一定的调整就可以！

Thanks again for your warm help and have a nice day.

Best regards,

店铺名字，完结！