第二封暂停账户有关的业绩通知：

2020年8月1日

Your Amazon.com Seller Account

Dear,

Your Amazon.com Seller account has been deactivated. Your listings have been removed. Please ship any open orders to avoid further impact to your account. 90 days after receiving this notification, you may request a funds disbursement by contacting [email protected] . We will conduct a separate investigation to evaluate your account and if we find that you have engaged in deceptive, fraudulent, or illegal activity, or have abused our system or repeatedly violated our policies which protect our customers and selling partners, we may withhold some or all of the funds in your account.

Why is this happening?

We were unable to verify information related to your seller account, or did not receive any new information regarding your listings or selling history.

You can view your account performance at ( https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap ) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

– iOS App ( https://itunes.apple.com/us/app/amazon-seller/id794141485?mt=8 )

– Android App ( https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US )

We may not respond to further emails about this issue.

Sincerely,

Seller Performance Team

amazon.com

2020年8月1日晚上10点11分 CST

您的账户被错误停用？
亲爱的亚马逊团队您好：
我于8月1日收到您发过来的业绩通知，通知中说：“请运送所有未结订单，以免对您的帐户造成进一步影响”。对此我们在8月1日上午5点钟发送的申诉通知中已经提及：我们的亚马逊账户在2020年4月份和5月份期间已经运送了所有的订单，并且在由于疫情期间承运商原因造成的延迟到货我们都根据情况先后给买家客户沟通解释原因并相应的退回了买家的全款，目前所有订单1720单中的1665单都全部在亚马逊疫情政策前交到买家手中，对于剩余部��（55单）疫情期间承运商未按期送到的订单商品，我们主动与买家沟通主动退回了买家的款项，在此期间，对买家的顾虑进行了关注，并对部分订单主动承担了损失，赠予了部分买家商品以表示歉意，所以对于您说的“如果我们发现您从事欺诈，欺诈或非法活动，或者滥用了我们的系统或屡次违反了保护客户和销售合作伙伴的政策”，我们诚恳的请求您对此情况进行核实一下，麻烦您了，我们是2020年5月8日收到的第一封“卖方账户已被暂时停用，您的所有商品已被移除”的通知，在这之前4月份的时候我们已经根据平台提示删除了之前所有售卖的商品，并根据平台提示就售卖了的全部商品订单进行了发货。从4月份发货到今天8月份，现在已经过去约4个月的时间，之前的申诉信中，我们都逐一对平台业绩通知给予我们的提示进行了诚恳的行动计划和相应的操作，对于上封申诉信中所提及的买家部分反馈，我们都是在他们反馈之前就退回了全款，也通过买家消息给买家发送了核实信息，所以我们给您进行了专门的解释，请您核实，谢谢您的辛苦工作！附件中有我们跟上封申诉信中负面反馈的买家的沟通退款记录，另外再附上我们发货的所有追踪信息记录和平台下载的退款报告，请您核查，再次感谢您为亚马逊平台卖家的辛勤付出，谢谢您！

亚马逊的回复

2020年8月2日上午9点40分 CST

Dear,

Your account is still under review. We ask for your patience while buyers leave feedback for you.

You can view your account performance at ( https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap ) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

– iOS App ( https://itunes.apple.com/us/app/amazon-seller/id794141485?mt=8 )

– Android App ( https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US )

We will send you an email when our review is complete. Until then, we may not reply to further emails about this issue.

Sincerely,

Seller Performance Team

amazon.com

2020年8月3日凌晨12点07分 CST

其他信息
亲爱的亚马逊团队您好：
很感激能再有这个机会对我的亚马逊账号提出申诉，感谢您为亚马逊卖家账户的辛勤付出！
在亚马逊卖家支持的热心协助指导下，我们整理了下面资料以帮助我们尽快重新激活账户，请您审查：
1、关于销售量与买家反馈或当前的销售历史记录不一致：
2020年4月份，是疫情的爆发阶段，因疫情原因，商品需求上升，销量短时间内比较大，物流延迟到货，造成商品到达买家手中比较晚，这个是导致销售量与买家反馈差��的根本原因。
2、在之前的4个月时间里，我们通过亚马逊卖家支持的热心协助，多次查询并学习了亚马逊的速度限制的政策，在这几个月里我从中学习到了速度限制、账户审查的重要性、原因和如何加快账户审查的解决方式，以及如何提升客户满意度和购物体验，对我们日后如何更好的运营亚马逊店铺做了指导方向，我们也会一如既往的做好提升顾客的满意度和购物体验。
3、关于如何加快账户审查，需要提供的相关信息，我们分别在2020年4月18日和2020年7月3日两次进行了提供信息（附件里面有截图）。
4、关于 8月1日的业绩通知提到“我们无法验证与您的卖家帐户有关的信息，或者没有收到有关您的列表或销售历史的任何新信息”的问题，我们提供了以下内容请您审查，谢谢您：
（ 1）、我们从2020年5月8日收到“卖家账户已被暂时停用”的通知以后，在亚马逊卖家支持的热心协助指导下，多次按平台通知要求进行了激活账户的申诉（附件里面有多次申诉的平台截图），请您查阅，谢谢！
（ 2）、 以下是我们账户4月以来部分买家给予的反馈（附件有平台反馈截图证明），请您查阅：

2020/07/02 113-4040639-0879428 A+
2020/06/18 113-8660449-2549868 Good quality mask
2020/05/26 112-5114706-4152257 fit is good
2020/05/21 112-9949951-8652202 The item did not arrive on time due to the Covid-19 crisis which impacted international shipping. The seller was very prompt in answering questions and even offered a refund. They did their best in spite of the circumstance and when the product arrived it was exactly what they promised. Can recommend this seller with no reservations.
2020/05/21 114-3218092-5409055 My package got lost. The company refunded me my shipping fee and sent a replacement.
2020/05/03 111-4273432-8575422 item arrived may 2, 2020. I got them and it was exactly as described in Amazon. Thank you for getting them to me
2020/04/30 114-0306615-4832209 excellent comunication

再次感谢您为亚马逊卖家账户的辛勤付出！

亚马逊的回复

2020年8月3日凌晨1点03分 CST

Hello,

Your account is still under review. We ask for your patience while buyers leave feedback for you.

You can view your account performance at ( https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap ) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

– iOS App ( https://itunes.apple.com/us/app/amazon-seller/id794141485?mt=8 )

– Android App ( https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US )

We will send you an email when our review is complete. Until then, we may not reply to further emails about this issue.

Sincerely,

Seller Performance Team

amazon.com

2020年11月2日上午11点12分 CST

尊敬的亚马逊管理员您好：
我是娟子羊绒亚马逊美国店铺的卖家，通过与亚马逊美国卖家绩效团队的沟通，我对自己的亚马逊美国站的账户重新激活重拾了的信心，也受到了鼓舞，在美国站绩效团队的热心指导下，我想现在就我的亚马逊美国账户的重新激活，继续向提供以下详细的行动计划进行申诉，以有助于尽快的激活我的美国账户，麻烦您审阅，衷心的向您表示感谢！
一、导致问题的根本原因是什么？
我的亚马逊美国站点是在2019年3月份注册的，因���当时刚刚接触亚马逊，一切都不是太懂，要从头学起，所以一直到2020年的4月之前都没有销售出任何一单。
2020年4月份，开始下载并接触亚马逊的手机APP，当时感觉亚马逊的手机APP操作起来很方便，上架商品时，只需找到某款带销售字样的商品，点进去输入价格和数量就可以销售了，因为对亚马逊规则还不是太懂，当时对配送的模板还不是太清楚，在处于研究阶段，所以就选择了几个口罩商品实验了一下，因为当是是美国疫情阶段，考虑口罩的需求量比较大。看到上面有不带销售权限的，有带销售权限的，所以就点击了带销售权限的，分析是平台允许上架销售的，所以也没有多想，上架开始销售口罩，点击后过了两天就开始出单了，我把订单的口罩发走后，又过了几天销量大增，销量激增到1700多单，为了及时的把货发出去，我又备好资金并快速批量的采购了国内大厂的口罩和选择了比较靠谱的货运代理，从4月到5月初期间发走了所有的口罩订单（4月份的账户审查回复邮件期间提交过当时的采购清单和发货证据，以及需要提交的其他资料）。发货期间，通过跟货代了解到以下信息，因为处于疫情阶段，国际航空大面积停运，少量的航空运输承载着大量的货物，出现了运输排单的情况，发到航空运输的货物要进行十几天的排期才能发出，另外由于疫情的原因，中国海关和美国海关的关口通关的效率也下降很大，要求提供的通关资料也频繁变动，货到美国后，美国国内派送的美国USPS运输承运商也出现配送极其慢，延迟送货的情况，有些货一直停留到路途中，甚至达到十几天都不更新新的追踪信息（有与货代的微信通信信息、货代发货结算凭证和追踪信息为证，由于信息太多，我们提供了部分信息，祥见证据一）。5月8日我收到亚马逊发来的卖家账户暂时停用的业绩通知，通过咨询亚马逊绩效支持团队，说是触发了平台的速度限制规则，并在亚马逊绩效支持团队的帮助下，开始写重新激活账户的申诉材料，期间提交了四次行动计划，说明了自己问题的根本原因、解决该问题而已采取的措施和避免将来出现此问题而采取的步骤。以下是当是申诉提交的部分资料总结概述（申诉时都详细的说明了情况，并提交了相关的证据，详情请查看历次的申诉信息）：
亚马逊美国站4月10日左右一共销售1720单商品（减去发货前取消的订单后），发货1720单，所订单均已发货（详细请见8月1日提交的申诉资料附件证明）。截止7月前所有订单都已经处理完成：
1720单已发货的商品，目前追踪信息显示情况如下（文件证明见8月1日提交的申诉资料附件，我也进行了截图，详见证据二）：
1、成功签收的1665单（对所有申请退货的买家都进行了相应的正规处理，其中包括之前已退款的部分买家）
2、其他未签收的55单：
（1）、还在运输途中的20单（约在7月前对所有没有申请的索赔的买家已通过主动联系买家并给买家退了全款）
（2）、到达代取的11单（约在6月前对所有没有申请的索赔的买家已通过主动联系买家并给买家退了全款）
（3）、投递失败的10单（约在6月前对所有没有申请的索赔的买家已通过主动联系买家并给买家退了全款）
（4）、可能异常的2单（（约在6月前对所有没有申请的索赔的买家已通过主动联系买家并给买家退了全款）
（5）、运输过久的12单（约在6月前对所有没有申请的索赔的买家已通过主动联系买家并给买家退了全款）
其中由于疫情原因承运商延迟到货造成的以上问题都已经全部在4月份、5月份及6月份处理完毕，对正常签收以外的全部订单���进行了主动联系买家，沟通原因并退回了全款。
以上其他未签收的订单的原因，在证据一里面跟货代的通话记录可以看到，我们咨询货代并通过他们了解，基本是以下几种原因：
1、还在运输途中的20单和运输过久的12单是因为承运商美国USPS原因造成美国国内一直不配送（可能是疫情原因，造成派送人员减少），跟踪信息显示很长时间不更新下一条位置信息。
2、到达代取的11单、投递失败的10单和可能异常的2单应该是货物丢失，或是部分已经退完款的买家拒绝收货，或是买家联系不上，地址变更，��法派送造成的。
对于这几种原因，我们首先考虑到客户至上，为了提升买家在亚马逊的购物体验，基于我们损失也不能让买家损失的态度，我们都主动联系买家进行了礼貌的沟通退款，对联系不上的买家，我们也进行了全额退款。我们的沟通记录截图证明祥见证据三，由于沟通的消息比较多，我们选择了部分的沟通记录进行了截图。
采取哪些措施来解决该问题？
1）为了解决迟发率高和有效跟踪率低的问题，我们已经在4月以后暂停了疫情期间自配送发货，直到处理好我们目前面临的所有问题后改为FBA发货。目前我们开通了亚马逊全球站点共11个站点，也用FBA的方式已经在英国亚马逊仓库送送了货物，并正在正常销售中。
3）对于买家的询问，我们都全部积极的在规定的24小时内进行了回复，对买家的问题进行了热情的关切，礼貌的处理了客户的问题，对于产生了由于到货延迟造成的负面反馈和商城交易保障索赔，我们在7月之前已经进行以下应急行动措施：
a、对于我们之前自配送的商品，由于疫情航空的延迟，如果我们的商品还在运输途中而客户要求取消订单，我们可以对于不想等待的客户选择先退全款，请求他们到货后帮我们更改我们海外仓收货地址的做法，以此来快速满足客户急于退款要求并提升客户的购物体验。
b、为了快速响应大量客户的消息，我们正在配备客户服务软件，以保证解决每位客户的不同情况所提出的不同问题，切实及时的处理每个客户的问题，尽力避免索赔和负面反馈情况，提升客户满意度和购物体验。
4）关于针对商品状况投诉，我们采取了以下行动：
对客户提出商品的状况问题，做到及时快速响应处理，包括更换、退款以及赔偿，全力避免被客户投诉的情况。
7月之前的时间我们也收到了诸如下面的买家给予的好评：
日期 评级 订单编号 评论
2020/07/02 5 113-4040639-0879428 A+
2020/06/18 5 113-8660449-2549868 Good quality mask
2020/05/26 5 112-5114706-4152257 fit is good
2020/05/21 4 112-9949951-8652202 The item did not arrive on time due to the Covid-19 crisis which impacted international shipping. The seller was very prompt in answering questions and even offered a refund. They did their best in spite of the circumstance and when the product arrived it was exactly what they promised. Can recommend this seller with no reservations.
2020/05/21 5 114-3218092-5409055 My package got lost. The company refunded me my shipping fee and sent a replacement.
2020/05/03 5 111-4273432-8575422 item arrived may 2, 2020. I got them and it was exactly as described in Amazon. Thank you for getting them to me
2020/04/30 4 114-0306615-4832209 excellent comunication

7月份初到11月份期间4个月的时间，没有再新添任何一单索赔和退货，包括任何买家的询问消息。
将采取哪些措施来避免将来出现问题：
在这期间，我们购买了亚马逊能帮助快速经营亚马逊店铺的软件平台和工具，提升了效率，也有效的避免了出现违规，买家问题处理不到位，运输时间过长等问题的出现，做到有问题能及时处理，保证不会再触犯平台的各种违规。
我们加强了对平台规则的学习，从亚马逊的卖家大学到亚马逊全球开店的微信公众号和亚马逊广告微信公众号，已经亚马逊运营卖家支持和亚马逊账户支持团队那里都进行了深入的学习。
分别在亚马逊政策、亚马逊运营、亚马逊绩效、亚马逊推广等方面进行了深入学习，在亚马逊跟卖的注意事项，亚马逊平台对于侵权的规则，亚马逊配送的高效筛选，亚马逊物流FBA的使用方法，亚马逊商品销售过程中有可能出现的问题的防范、正规处理等方面都做��更深入的学习。
关于配送效率上面我们运用了亚马逊物流FBA的方式配送订单，提前发送库存到相应的亚马逊仓库，以提高配送效率，对于买家购买的自配送订单，我们运用国际高效的配送承运商进行配送，对于承运商的原因有可能会造成货物延迟的订单，我们制定了提前对买家沟通棒并处理退款，我们再进行后期从承运商处索赔的流程。
在这段时间内，我们又开通了欧洲英国站、德国站、法国站，意大利站，西班牙站，荷兰站，日本站、澳大利亚站共11个站点的全球账户，运用对亚马逊平台的学习和深入了解，我们成功的在英国站、法国站、德国站开始了销售出单，也运用了FBA的亚马逊英国仓库开始了越来越多的存货。
亚马逊给予我们商品销往世界的平台，我对此深表感谢，对平台的规则也深感理解，也进行了深入的学习和探索，我会努力抓住和珍惜这个机会，运用好亚马逊平台，严格遵守亚马逊平台的规则，响应亚马逊平台的各种决策，运用好能提高效率、提高买家体验和销量的FBA亚马逊物流，努力做一个更好的亚马逊好卖家。

2020年12月11日下午5点54分 CST

Additional information

Dear Amazon team,

Our account has been suspended due to sales velocity on the 8th May. We would like to provide more information to expedite the review process.

After talking with Account Health team, we needed to provide more proof to show that all the parcels have been shipped and delivered.

Please note that it has been 6 months since our account got suspended. USPS tracking record is only available for 3 months, all the tracking information has been deleted from the website as it has been over 6 months, which explains why there is no tracking information anymore on the website.

So we have talked with the courier company, and attached the screenshot from the courier company internal system to show you that all the products were shipped out and delivered. We have also attached the pictures from the courier company showing we have shipped our all the parcels.

Besides, we have gone through all the negative feedback, and we have attached a list of all the negative feedback received on our account, including the feedback date, the related order ID, the related tracking number and the actions taken to demonstrate to you that all negative feedback has been solved in a timely manner to customers satisfaction. Please see attached for more details.

Again we really appreciate and understand that Amazon takes failures to comply with its sales velocity review to protect customers. We hope that this plan of action addresses the issue and will ensure that our account will continue to comply with Amazon policies going forward.

Please find attached our Plan of Action, a list of tracking number (including order date/order ID/delivery date) showing 99% of FBM orders have been delivered to our customers, as well as all the supporting documents.

We look forward to hearing from you.

Your sincerely,
娟子羊绒

Attached

2020年12月21日下午2点49分 CST

Additional information

Dear Amazon team,

Please find below our updated Plan of Action. Our account has been suspended due to sales velocity on the 8th May. We would like to provide more information to expedite the review process.

Please note that it has been 6 months since our account got suspended. USPS tracking record is only available for 3 months, as a result, all the tracking information has been deleted from the website as it has been over 6 months, which explains why there is no tracking information anymore on the website.

So we have talked with the courier company, and attached the screenshot from the courier company internal system to show you that all the products were shipped out and delivered. We have also attached the pictures from the courier company showing we have shipped our all the parcels.

Please find below some background information of our seller account:

**** Seller Account Background Information****
–Our seller account was registered in 2019 and we did not begin to sell until April 2020.
–Due to the outbreak of Covid-19, we saw the demand for face shields increased dramatically. So we started selling face shields using FBM inventory from April 2020.
– While most of other sellers were out of stock, and the market demand was enormous. We received 1700 FBM orders in total on our account in April, which has caused our seller account suspended due to sales velocity.
–Total sales April: 34,510 USD
–Anticipated monthly sales on Amazon: 18,000 EUR

Please find attached our Plan of Action, the list of tracking number (including order date/order ID/delivery date) showing all of FBM orders have been delivered to our customers, as well as the negative feedback list (including order date/order ID/delivery date) – to show you how we handled all the negative feedback (all the customers have been refunded or replacements have been delivered to meet their satisfactory.)

We look forward to hearing from you.

Your sincerely,
娟子羊绒

Attached

2021年1月8日晚上6点26分 CST

Additional information
Dear Amazon team,

Please find below our updated Plan of Action. Our account has been suspended due to sales velocity on the 8th May. We would like to provide more information to expedite the review process.

We look forward to hearing from you.

Your sincerely,
娟子羊绒

Attached

2021年2月11日下午1点34分 CST

Dear officers, thank you so much for your letter. After intensive investigations,

Regarding the 3.2% late shipping rate:
a. We had managed to dispatch all ordered products via partnering logistics companies, within 3 days;
b. Various factors had however caused the above-mentioned 55 orders not delivered to customers within reasonable time frames;
c. Immediate corrective actions were applied;
d. Strong and effective measures will be also proposed to prevent similar issues in future.

All the above points could be explained in the attached, with strong evidences as well.

2021年2月22日上午10点47分 CST

Additional information
Dear Officers, we trust that we are in good hands, and we really hope to
hear from you regarding our appeal submitted previously.
Thank you for your attention, we look forward to your reply.

Attached

2021年2月26日下午1点02分 CST

Additional information

Dear Officers,

Our account has been deactivated, and listings have been removed due to delayed shipping of our products: 优莫客, KEWEIDI Masks. We sincerely apologize for the delayed delivery of 55 orders, and have diligently investigated the whole accident. Please review therefore our POA.

1. There were 55 orders with delivery issues (while 1665 were successfully delivered (“The 1665 orders successfully delivered.pdf”). All shipment have valid tracking numbers, as per record file could show.
2. By now, among the 55 orders:
n 11 - “waiting to be collected by customers”
n 20 - “being shipped”
n 12 - “prolonged shipment”
n 10 - “shipment failure”
n 2 - “ possible abnormal shipment”
n 9 - “re-shipped”: replacements have been sent to customers
n 14 - “contacted customer”: customers reached regarding the late deliveries/shipment.
n Most of the orders have been refunded, since we desire to serve customers at any cost! Except 15 of them, which we could not refund due to exceeding 3 months after order made. We would like to partner with Amazon to make the refunds possible.
3. We had managed to dispatch all ordered products via partnering logistics companies (like USPS & DHL), within 4.7 days,referring to “The 1665 orders successfully delivered.pdf”;
4. Immediate corrective actions were applied;
5. Strong and effective measures will be also proposed to prevent similar issues in future.
6. All information can be found in the attached: Business License.jpg and ID.pdf. Regarding our business, and my personal identity, they are all given in the supporting documents. Our company has never been involved in any illegal activities. Neither has our shop been involved in activities like this since it started in March 2019.

Above all, we are not a fraudulent seller, but have failed to serve customers with perfection. We would like to sincerely apologize for the delayed deliveries that our mutual customers have experienced in the past months. Though nothing said can undo what has happened, we have collated the following root causes from intensive evaluation, corrective actions taken, and planning ahead for future deliveries improvements. As a seller in Amazon, we understand that the customers’ shopping experience and trust is hard earned, and our failures and successes will directly or indirectly affect the reputation of Amazon. Therefore, we commit ourselves to do a thorough check on our supplier to customer delivery chain.

All information and proofs could be found in the attached “appeal.pdf” and the attachments also.

Attached

2021年3月29日下午5点03分 CST

Additional information

Dear Officers,
Our account has been deactivated, and listings have been removed due to suspected unsupported sales and delayed shipping of our products: 优莫客, KEWEIDI Masks. First of all, we understand that it is totally reasonable to doubt our shop’s performance based on the order records and the high proportion of failure to fulfill the orders, resulting in some poor reviews and many requests for full refund. In that, Amazon is simply doing an excellent job in sifting out false sellers with intention to deceive and cheat customers. However, we assure you that we are not one of them, and we would like to prove it in this appeal.
We are ashamed that our previous appeals did not sufficiently prove our innocence, and it is completely our fault. Thank you for allowing us, once again, to write to you humbly and sincerely to provide strong and reasonable support for our case. Please review, therefore, our POA.

Thank you, we look forward to your reply.
Warm regards

Attached

2021年4月2日下午1点35分 CST

Additional information
Dear Officers,

Our appeal for “suspected unsupported sales and delayed deliveries” was sent the on the 29th of Mar 2021. We deeply trust that we are in good hands of the Seller Performance Team. Therefore, we have been actively checking our email and the Amazon Sellers Platform for the past 4 days. But we could not see any response via the above channels. Honestly, we are very anxious for the state of our account, as this is the 3rd time appealed and we have many plans to improve as mentioned in our appeal. In order to proceed, we need the account to be reviewed and activated.
Please consider our appeal, as attached again here. We look forward to your favourable reply.

Thank you and warm regards,
Seller Team

Attached