亚马逊客服培训---CT.ppt

亚马逊卖家培训PERFORMANCE,概览,Customer Metrics-客户维度,Order Defect Rate订单缺陷率 Target1% * Negative Feedback Rate * Filed A-to-z Claim Rate * Service Chargeback Rate Customer Feedback 备注： 买家在90天内都可以评价，60天内修改或移除。 Pre-fulfillment Cancel Rate a. 买家发起的不算在内 b. 目标 2.5%,Late Shipment Rate a. As of March 2015, Amazon changed the way we calculate your late dispatch rate. To help better set customer expectations, an order will now be considered late if dispatch is not confirmed by the expected dispatch date. An order was previously considered late when the dispatch confirmation was overdue by three or more days. b. Target 4% Policy Violations 及时阅读 On-Time Delivery (根据Tracking number来确认) a. Tracking number 在48小时内提供 b. 在规定时间内到达 Contact Response Time 要求： 24 h（包括周末和节假日）,A-to-Z Guarantee Claims-亚马逊交易保障索赔,* 买家开AZ的原因：两个重要因素-产品和服务 产品 a. Order not received：买家从未收到货，或超过系统规定的最长配送时间才送达。 b. Product not as described：实物和描述不符。收到损坏，无法使用，材质不同，缺少配件（需要买家提供详细描述）等。 c. Returned item not refunded：买家已退货，卖家未退款。 d. Refused return：卖家拒绝接受符合亚马逊退货政策的退货请求。 服务 a. Service not as described: 卖家提供的服务与产品详情页面展示的不一致。 b. Poor service quality：买家对卖家提供的服务不满意，或买家的权益受侵害。 备注： 买家仅仅因为对产品失望的情况不适用于A-to-Z。 买家可以自下单15天后提交索赔，自15天后的75天内为提交索赔的有效期。（共90天） 特殊情况：Buyers have up to 90 days from the original order date to file an A-to-z claim. In exceptional circumstances, however, they can contact our Customer Service department after this 90-day period and we may allow their A-to-z claim to be opened up to six (6) months from the date of purchase.,如何处理AZ?,* 7天内回复 a. 点击Represent to Amazon要求仲裁。 b. 提供下列详细信息： 沟通记录 运输信息及签收情况 跟踪号 其他相关信息 是否已经做过部分退款等 * 过3天后直接回复亚马逊邮件（建议立即回复，如果7天内未回复，亚马逊将直接退款给买家）。,如果是亚马逊补偿给买家，会显示Amazon Funded；如果是卖家补偿，会显示Seller Funded。 亚马逊邮件通知处理结果：,A-to-z Guarantee Claim Decision,Claim Status /Decisions,1. Claim Granted : Amazons decision was in favour of the buyer and you funded the claim. Seller Funded 备注：会扣500分，且计入ODR. 判买家赢 2. Claim Granted Amazon Funded : Amazons decision was in favour of the buyer and Amazon funded the claim. The claim was granted, but you were not found at fault. 备注：不会扣500分，但计入ODR. 判卖家赢 3. Claim Closed : The claim has been closed and you are not responsible for it. 备注：不会扣500分，但计入ODR. Represent to Amazon后，亚马逊否决不合理的投诉 4. Order Refunded : You refunded part or all of this order. 备注：会扣500分，且计入ODR. 在Represent to Amazon之前，卖家主动退款 5. Claim Withdrawn 备注: 不会扣500分，但计入ODR.,AZ-A reimbursed the buyer 案例：,1. The buyers comments were “The customer received a damage item however the seller wasnt able to help “. 2. The buyers comments were “I send a return request 3 weeks a go I never heard from seller I need a replacement screen or a refund to my account. This has taken more time that i would consider spend on the matter. Thank you” 3. The buyers comments were “we are trying to get a return shipping label from Amazon and the seller indicated it has approved one - how do I get one to return this item “. 4. The buyers comments were “Seller approved the refund but no label was available to print. “. 5. The buyers comments were “order shows to be delivered on 7/24 and the customer did not receive the order and has tried to contact the seller with no response “. 6. The buyers comments were “There was a big black spot on the screen. please refund me. “. 7. the 7 pieces tools kit are missing, which seller indicated that the 7 pieces tools kit will come in the package, and without this tool kit, i am unable to replace the screen by myself, and the whole screen that i received became totally useless. 8. The buyers comments were “This is a defective item and the seller wants me to pay for shipping again which is 27.50 i dont trust this merchant i told them to send me a prepaid shipping label So i could send the defected item back but they refusing If i dont get my refund i will call my credit card company a d dispute the charge Thank you for your help “.,Chargeback claims-信用卡拒付索赔,What is a chargeback? A chargeback occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon.co.uk. Chargebacks are also known as “charge disputes“ and they can be filed for a variety of reasons, ranging from non-receipt of the item ordered to unauthorised use of the credit card. Why did I receive a chargeback notification email ? A charge dispute was filed for the order you fulfilled. When a customer contacts their credit card company to request a chargeback, the credit card company will contact Amazon.co.uk to request details about the transaction. In turn, Amazon.co.uk will contact you as the merchant to request transaction information. What information is required from me? Most of the time, you will be asked for the date the item was dispatched, the shipping method used and any tracking information for the shipment. We may also ask you for item information, especially when the customer claims that they received a different item from the one posted on the website. You are required to provide all the information outlined in our chargeback notification regarding the disputed transaction. We encourage you to include any correspondence you may have had with the customer in your response to our notification. What happens after I submit the information requested online or reply to the chargeback notification? An Amazon.co.uk Investigator reviews the information provided, creates supporting documentation (“representment“), submits it to the issuing bank on your behalf, and will contact you if further information is required. To expedite the chargeback dispute process please be sure to include as much information as possible in your initial response.,常见的拒付（chargeback）有以下几种情况： 1.盗卡交易。就是持卡人的信用卡信息被人盗取，盗卡人以持卡人的名誉刷卡消费。 2.货不对版。就是持卡人收到的产品与之前所购买的产品不相符，如发错货，或款式、大小、颜色等等出入太大。 3.收到损坏，或缺少配件等。 4.货物未收到。 5.买家已退货，卖家未退款。 6.恶意拒付。客户收到产品，而且也不存在货不对版，但持卡人仍然坚持拒付的。 Note 1：A service chargeback is similar to an A-to-z Guarantee claim except that the processing and decision is made by the credit card issuer, not A. Note 2：You must respond to any chargeback notification within 7 calendar days of the e-mail notification date. If you do not respond to our notification, we may debit your seller account for the transaction. Also, be sure to reply to any additional requests for information within the time-frame stated in the request. Note 3：If you fail to provide a sufficient response to a chargeback, do not adhere to the terms and conditions of the agreement, or the card issuer rules in favour of the cardholder, we will debit your account for the chargeback amount. If you issue a full refund, we will debit your account for the full amount of the transaction and then credit your account for all relevant fees. Note4：If you have questions about a decision on a prior chargeback, reply to the e-mail chargeback notification you received or write to chargeback-billing-replyamazon.co.uk.,如何避免AZ和Chargebacks,解决方式：联系亚马逊卖家支持/联系买家。 * Amazon只在以下情况才会删除评论： 1.评论里含有淫秽色情的内容。【The feedback includes obscene language.】 2.评论里含有具体的卖家个人信息。如email地址，姓名，电话号码等。【The feedback includes personally identifiable information.】 3.属于商品评论。如果仅是产品的一部分反馈意见，同时也包含对卖家服务的评论时（比如“卖家发货速度超慢”），这样的评论Amazon是不会予以删除的。【The entire feedback comment is a product review.】 4.如果你使用的FBA服务，那么在产品页面里将会出现这句话：“这个产品是由Amazon进行订单执行的，我们承担用户配送体验的责任”。【The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon.】 备注： 如果收到差评或中评，我们鼓励商家直接联系客户，一起来解决此次交易中出现的任何问题。如果沟通得当，客户又很认可你的解决方案的话，那他们会很乐意删掉差评的。 要删除买家留的差评，关键的一点在于及时跟买家进行良好沟通。 如果一个Amazon买家留了差评或中评，在60天内他们都有机会去删除它。因此，与买家的进行有效的沟通非常重要，沟通好了，买家认可你的解决方案了，一切都水到渠成。不过要注意，使用对买家施压的方式来使其删除评论，这样做是违反Amazon政策的，一旦被Amazon发现或有买家举报，你可能会丢掉辛苦培养的账号，丢掉好不容易建立的口碑，这样的险还是不要去冒。,如何处理中/差评,中差评案例分析,例1，从comments无法判断是针对产品本身还是卖家服务留的评价，亚马逊不会移除此中差评，如： OK nice From Amazon: In this case the feedback you received does not meet the criteria for removal as the feedback was neutral, because the buyer did not specify that he left this feedback for the product or for the service. Good 例2，属于商品评论 Product Review Quality is no good Very cheap and tacky, one nozzle appears burnt! You pay your money and get what you pay for. Prompt dispatch and delivery, but the item was not a described. The locking mechanism for the tip does not work and the lid part does not fit properly and the pump arm kept falling off absolutely terrible. this device does not work with my kia magentis 2006 model nor did the device work with my android cube t9 phone tablet. i just couldnt be bothered sending the device back. basically Ive wasted my money. Im afraid to purchase another such device cos dont wish to waste time/money. Very disappointed with this product, all the nozzles are misshaped making it impossible to do the job they were intended for. Keeps opening not happy.,Excellent seller, speedy delivery, arrived in good condition exactly as described, except instructions state the glass breaking hammer will not work on laminated glass and some cars windows are all laminated. Really nice hair accessory but does get tangled up very easily. Wouldnt bother, items poor quality, cannot tell the sizes, delivered in a plastic bag, on previous customer question and answers it indicated that the items come with a tool set box but obviously not, disappointed! Pure waste of money. Quality of plastic is awful. Rubbish product not safe for a baby very disappointed. item very small, much smaller than expected. 中评 Awful quality for the money, looks like it came from poundland. Great product but smaller rolls than expected. 中评 例3，物流问题 亚马逊是否会移除要视具体情况而定 不会移除的情况：超过系统规定的最长配送时间，还未送达，买家留了中差评，如 Havent got item yet The item has not yet arrived! Contacted the seller two weeks ago and said because it had been shipped from China it would take longer but was on its way. 可移除的情况：在系统规定的配送时间范围内，未送达导致买家留了中差评，可以在查 到货物成功签收后，提供物流妥投信息，联系亚马逊移除中差评。,POP完美订单率,评价标准： * 无A-to-Z Claims * 无取消 * 无迟发 * 无买家发起的联系请求 * 无负面评价 * 无退款 * 无信用卡拒付 目标：95以上 算法：过去90天内的完美订单数除以总订单数 不完美订单出现的常见原因： * 不正确或者不清晰的商品详情页面 * 迟发 * 无效或缺失的追踪号 * 订单被取消（无库存，标价错误等）,不被计入的情况： 买家发起的取消订单请求 未经确认的订单被取消 买家发起的无需回复的信息 (如“Thank you“) 买家发起的与订单无关的信息 备注：POP得分本身不作为绩效考核指标，但也要多注意。 【及时分析bottom performer的产品，及时调整产品（质量问题，listing问题）和物流方式。】,POP完美订单率,Seller Rating-卖家维度,过去365天的所有订单平均得分 订单被扣分主要包括 a. 回复买家咨询超过24小时 b. 延迟送达 c. 取消 d. 迟发 e. 由于卖家原因引起的信用卡拒付 f. 由于卖家原因引起的AZ 账户的状态： Active Under Review Unable to Sell,如何提升卖家绩效,卖家绩效补充说明,How is your Seller Rating calculated?,Each of your orders in the last 365 days is assigned a score, called an Order Quality Score. If an order is fulfilled without any problems, it receives 1 point. Orders with associated problems lose points. Your Order Quality Score takes the following events into consideration: Order-related buyer messages that do not receive a response within 24 hours Orders where the actual dispatch date is later than the promised dispatch date Cancelled orders (does not include buyer-requested order cancellations) Orders that are not dispatch-confirmed within the required time period Seller-faulted credit card chargebacks on an order Seller-faulted A-to-z Guarantee claims on an order Negative feedback on an order Scoring scale Some problems are considered more significant than others, and consequently you lose more points for them. For example, an order receives 0 points if it was dispatched late, but it receives -500 (negative five hundred) points if it resulted in an A-to-z Guarantee claim. If an order has multiple problems, only the most significant problem is counted towards your score. When you provide truly exceptional service on an order, you may receive a bonus 10 points for a total score of 110. To qualify for bonus points, an order must meet all of the following criteria: No events listed for the Order Quality Score Order dispatched with a valid tracking number Order delivered within 3 working days of being placed Order delivered by the promised arrival date Order does not result in refunds or concessions. The score for all your orders over the previous 365 days is totalled and an average score is computed by dividing the total points by the number of orders. Because performance on recent orders is more important than those in the past, a time weighted average is applied to determine your final score. This means that your most recent mat