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所在分類:  Amazon 所屬圈子: Amazon Amazon各類申訴

產(chǎn)品被Blocked,紅色標的不能自已重上,求指點

發(fā)帖1次 被置頂0次 被推薦0次 質量分0星 回帖互動1次 歷史交流熱度11.11% 歷史交流深度0%
收到信內容如下“Your offer of XXX has been suppressed because the negative customer experience (NCX) rate on recent orders is considerably higher than for similar products. The NCX rate takes into account returns, refunds, customer service requests, and negative product reviews. Visit the Seller Central Help Center to learn more about NCX notifications or about resolving CX Health issues.”
Because your offer has been suppressed due to a high NCX rate multiple times, we will proceed in one of two ways:?
? If the customer complaints indicate product defects that can be visually confirmed in our fulfillment centers (for example, mislabeled or damaged inventory), we will initiate an Amazon conducted investigation into your inventory currently stored in the fulfillment centers to ensure the product meets the product description and is free of damage.
? If the customer complaints indicate product defects or other issues that can't be visually confirmed in our fulfillment centers (for example, a product malfunctioned or was of poor quality in performance), you will need to submit a Plan of Action that addresses the customer issue(s).

但我們產(chǎn)品NCX是excellent的,沒有接到大量差評或退貨退款,也沒有客人找我們投訴什么。這"Blocked"來得突然,一下子就紅標不給重上,百思不得其解,后臺amazon自動開了一個case給我,標題是"產(chǎn)品investigation",沒有其它內容。然后就是上面那封郵件。我的問題是:
1。這種investigation的block有人遇過嗎?按amazon給的郵件是找不到原因的。只有一個case在等他們回復。
2。如果跟賣不斷退貨會block我的listing嗎?訂單是跟賣的應該不關我事吧?
3。會不會是對手惡意買大量我的產(chǎn)品再全退款造成的呢?買家號這種操作不會死帳號嗎?如是這情況amazon竟然會怪賣家?
3。這情況會不會是競爭對手惡意投訴呢?這樣不是每個買家號都可以把人搞死?amazon沒機制防止嗎?



?
已邀請:
我10月份有個也是這樣的情況,也是收到一份空白的investigation郵件,然后我就連著開了幾個case,問了客服,客服在郵件會告訴你被禁止的原因(就是一些差評和退貨原因),我覺得是有個買家投訴了,所以會這樣。然后就要我寫個POA,用主郵箱寫的,發(fā)給seller-performance@amazon.com。
客服讓我參考以下幾點書寫申訴郵件:
一、發(fā)生了什么
描述情況。
二、進行了哪些調查,發(fā)現(xiàn)了問題的原因,為什么這一問題會發(fā)生
例如,審核了店鋪里所有的listing,查看了最近三個月的買家-賣家郵件等。發(fā)現(xiàn)問題的根源,原因,從自身尋找問題。
三、短期內的緊急處理
認識到問題的嚴重性)
?
過了兩天郵件發(fā)我說已經(jīng)后臺恢復了,讓我重新上傳即可
?
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