績(jī)效問題，包括ODR,invoice defect rate.Late dispatch rate,Cancellation rate,valid tracking rate，一旦指標(biāo)超標(biāo)，亞馬遜就可能來查你賬號(hào)。

訂單缺陷率

訂單缺陷率是衡量您能否提供良好買家體驗(yàn)的主要指標(biāo)。該指標(biāo)是在給定的 60 天內(nèi)，存在一種或多種缺陷（定義見下文）的所有訂單占訂單總數(shù)的百分比。

以下是訂單缺陷的類型：

• 負(fù)面反饋
• 未被駁回的亞馬遜商城交易保障索賠
• 信用卡拒付

政策規(guī)定，賣家應(yīng)維持低于 1% 的訂單缺陷率，才能在亞馬遜商城銷售商品。如果訂單缺陷率高于 1%，可能會(huì)導(dǎo)致賬戶被停用。

取消率

取消率（在【賬戶狀況】頁面是指配送前取消率）包括所有賣家在給定的 7 天期限內(nèi)取消的訂單數(shù)量占訂單總數(shù)的百分比。取消率僅適用于賣家自配送訂單。

此指標(biāo)包括由賣家取消的所有訂單，但買家使用其亞馬遜賬戶中的訂單取消選項(xiàng)請(qǐng)求取消的訂單除外。買家在亞馬遜商城直接取消的等待中訂單不包括在內(nèi)。

政策規(guī)定，賣家應(yīng)維持低于 2.5% 的取消率，才能在亞馬遜商城銷售商品。如果取消率高于 2.5%，可能會(huì)導(dǎo)致賬戶停用。

延遲派送率

延遲派送率包括在預(yù)計(jì)發(fā)貨日期之后才完成發(fā)貨確認(rèn)的所有訂單。 延遲派送率表示為 10 天或 30 天期限內(nèi)延遲派送的訂單數(shù)占訂單總數(shù)的百分比。 。 延遲派送率僅適用于賣家自配送訂單。

在預(yù)計(jì)發(fā)貨日期前確認(rèn)訂單發(fā)貨十分重要，這樣買家才能在線查看他們的已發(fā)貨訂單的狀態(tài)。

由于訂單確認(rèn)了遲發(fā)日期，可能發(fā)生以下結(jié)果：

• 增加亞馬遜商城交易保障索賠
• 負(fù)面反饋
• 買家聯(lián)系
• 負(fù)面買家體驗(yàn)

政策規(guī)定，賣家應(yīng)維持低于 4% 的延遲派送率，才能在亞馬遜商城銷售商品。延遲派送率高于 4% 可能會(huì)導(dǎo)致賬戶被停用。

有效追蹤率

有效追蹤率是指在給定的 30 天期限內(nèi)具有有效追蹤編碼的所有貨件占總貨件數(shù)的百分比。有效追蹤率僅適用于賣家自配送訂單。

亞馬遜買家使用追蹤編碼來了解訂單配送狀態(tài)和預(yù)計(jì)收貨時(shí)間。有效追蹤率是一項(xiàng)可以反映這些期望的績(jī)效指標(biāo)。目前，包括 USPS、FedEx、UPS 和 DHL 在內(nèi)的所有主要承運(yùn)人都提供免費(fèi)追蹤服務(wù)。

政策規(guī)定，賣家的貨件應(yīng)維持高于 95% 的有效追蹤率。如果某個(gè)商品分類的有效追蹤率低于 95%，我們可能會(huì)限制您銷售此分類下非亞馬遜物流商品的權(quán)限。這還可能影響您參與優(yōu)先配送和保證配送的資格。

發(fā)票缺陷率

發(fā)票缺陷率是在發(fā)貨后的一個(gè)工作日內(nèi)未向亞馬遜企業(yè)購(gòu)買家訂單上傳發(fā)票的所有訂單占亞馬遜企業(yè)購(gòu)買家訂單總數(shù)的百分比。

亞馬遜企業(yè)購(gòu)買家需要發(fā)票進(jìn)行稅務(wù)計(jì)算和財(cái)務(wù)核算。

要向買家提供發(fā)票，賣家可以啟用亞馬遜增值稅計(jì)算服務(wù)，讓亞馬遜免費(fèi)代開發(fā)票（推薦）?；蛘撸梢酝ㄟ^第三方解決方案提供商自動(dòng)上傳發(fā)票，也可以通過管理訂單頁面手動(dòng)上傳發(fā)票。在歐盟和英國(guó)均免于注冊(cè)增值稅的賣家，在申報(bào)增值稅豁免后，即可讓亞馬遜免費(fèi)代開收據(jù)。

政策規(guī)定，賣家的發(fā)票缺陷率應(yīng)低于 5%，這樣才能在亞馬遜商城銷售商品。如果發(fā)票缺陷率高于 5%，可能會(huì)導(dǎo)致您的賬戶被停用

相信大家最關(guān)心申訴信POA怎么寫？

第一部分 明確你的銷售權(quán)限被移除的原因（甩鍋）

造成odr的原因總結(jié)：

1，物流問題

2，庫存不足

3，產(chǎn)品詳情頁與實(shí)物不符合

4，包裝破損

5，客服人員服務(wù)差

造成取消率的原因總結(jié)：

1，庫存不足

2，取消不當(dāng)操作

造成延遲派送率的原因總結(jié)：

1，物流問題

2，ERP問題

3，庫存問題

造成有效追蹤率問題的原因總結(jié)（最近很多）：

1，物流問題

2，跟蹤號(hào)有問題或者跟蹤不及時(shí)

造成發(fā)票缺陷率問題的原因總結(jié)：

沒有給business buyer開發(fā)票

第二部分：你采取了哪些實(shí)際行動(dòng)？

這部分就是把原因那些一一彌補(bǔ)，等于你犯了錯(cuò)，你得想辦法去彌補(bǔ)，比如更換物流，加強(qiáng)庫存管理，加強(qiáng)包裝，更新erp等等，說的越詳細(xì)越好

第三部分：如何避免以后再次犯同樣的錯(cuò)誤？

ODR

a真實(shí)的產(chǎn)品和產(chǎn)品的描述，圖片等一些細(xì)節(jié)要一致，不能貨不對(duì)板

b加強(qiáng)包裝，非常重要

c改善物流，一定要跟蹤號(hào)及時(shí)填入，可跟蹤

d 客服要專業(yè)，加強(qiáng)培訓(xùn)

Late dispatch rate

a ERP發(fā)貨后立即檢查后臺(tái)有沒有真實(shí)發(fā)貨，填入跟蹤號(hào)等等

Cancellation rate

a保持庫存充足

b 不能自己隨意取消訂單，一般都是客戶提出取消，再取消

Valid tracking rate

a盡量使用亞馬遜官方物流

b點(diǎn)發(fā)貨后必須填入真實(shí)跟蹤號(hào)

發(fā)票缺陷率

要給business buyer開發(fā)票

廢話不多說，直接上模板，溫馨提示，模板只能借鑒思路，不能完全照抄?。?！

Dear Amazon Performance team

Thanks for your reply, and we have made an updated POA to resolve the issue and prevent the similar problem from happening again in the future

Here is the problem and the reasons:

1. Some of our buyers have not received their orders or have not received the orders on time

2.We have listed against detail pages that do not exactly match our inventory.

Root Cause:

1,After we sent our packages to our cooperated logistics place, they really showed the tracking numbers to us, but they delayed our package and did not send the package to our customer right now, because they received too many packages from other sellers.

2,We did not arrange the employee to check the production work, our supplier produced many defective bags, and we did not carefully check the quality of the bags and didn’t remove the defective bags in time. Then we sent the bags to our customers directly.

3,We did not designate an employee to conduct a comprehensive check on our listings details, whether it is consistent with our inventory or not.

Actions made for solution:

1.We have showed our apology to the customers who did not get the packages and provided full refund to buyers whom don’t want to wait or sent a new product to buyers whom still want to wait .

2.We have deleted all the asins that the descriptions on the amazon does not match our inventory!

3. We have stopped the cooperation with the old Logistics company whose service is not good

4,We have stopped the cooperation with the supplier who provided us with low quality bags, and we promise we will never cooperate with the supplier in future!

5, We have set up a professional team to inspect the other listings to make sure that there is no ambiguity, such as: pictures,titles,bullet points, descriptions, brand, manufacturer, UPC, edition, binding,quantity, size, package and color, search teams etc.

6，Now we set up a quality inspection team to check all of our products in our warehouse!

Plan and prevention actions similar problem will happen in the future:

1.We will expand our plant size, increase productivity, prepare goods in advance, deal with the arrival of the season, to avoid excessive orders led to the occurrence of out of stock situation.

2. We will inform customers of the latest delivery news so that they can know about the status of the items they buy.

3.we will hire professional IPR team to do on site due diligence checking before we cooperate with any supplier.

4. We will choose a reliable ,stronger and faster logistics company to make sure our customers are satisfied with our shipping service.

6. In order to avoid late delivery, we will try to use FBA service in the future, we already have a staff dedicated to FBA to make sure our customer get the products on time.

7.Every week，our professional handling team will conduct a full audit of our inventory and listing details,inspect all inventory against detailed product information and listing details to ensure they match 100 percent, including title, description, images, bullet points, & search term

Now we have clearly realized our mistake! We really want to build a long cooperation with amazon, we will strictly abide by the rules and policies of the platform! We will strive to provide buyers with quality shopping experience! Hope Amazon give us a chance ！we promise never to make mistakes again!

Looking forward to your reply!

Wish you a nice day

Best Regards

來源：Kevin跨境工作室