问题指导
亚马逊会找出包括贴标错误、数量差异和安全问题在内的货件问题。然后，我们会通知您，帮助您避免未来出现此类问题和其他问题。
虽然我们认识到在供应链中可能发生偶发性错误，但特定 FNSKU 或 ASIN 重复出现问题则表明需要纠正模式。在这些情况下，我们会提供指导帮助您解决问题并避免出现潜在后果，例如暂停某些商品的配送功能、计划外服务费用，或需要亚马逊预处理服务。
要解决货件问题，请查看您的入库问题报告并访问解决入库问题提醒。
问题指导级别
亚马逊会衡量您在过去四个月内每个问题组的货件问题发生率，然后根据您的问题历史记录分配一个问题指导级别。您的问题指导级别（标准、提升或重要）通过比较您的问题发生率与可接受的问题发生率来确定。
“可接受”是指问题组所允许的最大问题发生率。可接受的问题发生率基于所有亚马逊物流卖家的绩效，并会定期更新。您的指导级别可能会因您在每个问题组的问题而异。
标准： 您的问题发生率低于可接受的问题发生率。
提升： 自首次超出可接受的问题发生率起，在 21 天内您的问题发生率高于可接受的问题发生率。
重要： 在提高至“提升”后的 21 天后，您的问题发生率高于可接受的问题发生率。
如何返回“标准”指导级别
如果您的问题发生率在自升级为“提升”或“重要”之日起的四个月内一直低于“可接受”，则您的问题发生率将会降低至“标准”。如果您处于“重要”级别，系统可能会要求您提供一份行动计划，表明问题已得到解决。
注意： 只有在四个月内发送库存的卖家才有资格降低其指导级别。
如何监控您的问题发生率和指导级别
按照以下步骤操作，查看您的问题发生率、可接受的问题发生率、指导级别和级别的条件。
转至货件处理进度，然后点击有问题的货件右侧的【追踪货件】。
在【一览】页面上，转至【问题】选项卡。
点击【查看详情】并滚动至【指导详情】，查看您的问题发生率和特定问题组的可接受的问题发生率。
您还可以使用入库问题报告，按缺陷类型查看指导级别。
亚马逊以四个月为周期计算以下问题发生率：
问题发生率（货件级别）： 有问题的货件数量除以发送的货件总数
问题发生率（商品级别）： 有问题的商品数量除以已发送的商品总数
如果您的问题发生率超出可接受的问题发生率，您的指导级别将升级至该问题组的下一个级别。如需了解有关在不同问题组与问题类型之间进行映射的更多信息，请访问入库问题一览。
问题指导如何解决商品级别的预处理和贴标问题
以下所有问题的问题发生率是在商品级别计算所得：
| 问题组 | 问题类型 | 指导级别和操作 | ||
| 标准 低于可接受的问题发生率 | 提升 21 天内，高于可接受的问题发生率 | 重要 提高至“提升”后的 21 天后，高于可接受的问题发生率 | ||
| 计划外预处理 - 塑料袋包装 | 需要使用聚乙烯塑料袋包装 | 如果您即将达到允许的最大问题发生率，亚马逊物流将与您取得联系，帮助确定并解决问题。 | 亚马逊物流将要求您提供解决问题的行动计划。 | 亚马逊物流将暂停您选择预处理所有者和/或标签所有者的权限。亚马逊物流将代您为存在问题的 FNSKU 进行预处理和/或贴标，并收取计划内单件商品费用。 |
| 需要使用不透明聚乙烯塑料袋包装 | ||||
| 计划外预处理 - 气泡膜包装 | 需要使用气泡膜包装 | |||
| 计划外预处理 - 商品相关 | 需要使用胶带封装 | |||
| 其他贴标问题 - 商品相关 | 需要贴标 | |||
| 标签缺失 - 商品相关 | 缺少亚马逊条形码 | |||
| 缺少制造商条形码 | ||||
| 标签不正确 - 商品相关 | 条形码不可扫描 | |||
| 扫描仪无法识别条形码 | ||||
| 商品贴标错误 |
亚马逊官网原文详情：
Performance coaching
Amazon identifies shipment problems that include labeling errors, quantity discrepancies, and safety issues. We then notify you to help you prevent these and other problems in the future.
While we recognize that one-time mistakes can happen in the supply chain, repeated issues with a particular FNSKU or ASIN can indicate a pattern that requires correction. In these cases, we provide coaching to help you fix the problem and avoid potential consequences such as suspension of shipping capabilities for certain products, unplanned service fees, or required Amazon prep services.
To address problems with a shipment, check your Inbound Performance report and visit Resolving inbound performance alerts.
Performance coaching levels
Amazon measures your shipment problem rate over the past four months for each problem group and then assigns a performance coaching level based on your problem history. Your performance coaching level (Standard, Elevated, or Critical) is determined by comparing your problem rate vs. the acceptable problem rate.
“Acceptable” refers to the maximum number of problem rates allowed for a problem group. The acceptable problem rate is based on the performance of all FBA sellers and is updated periodically. Your coaching levels could be different based on your performance on each individual problem group.
Standard: Your problem rate is below the acceptable problem rate.
Elevated: Your problem rate is above the acceptable problem rate for 21 days since first exceeding the acceptable problem rate.
Critical: Your problem rate is above the acceptable problem rate beyond 21 days after being raised to Elevated.
How to return to Standard coaching level
If your problem rate remains below “acceptable” for four months from the date of escalation to Elevated or Critical, your level will be lowered to Standard. If you were at Critical, you may be asked for a plan of action to show that the problem or problems have been corrected.
Note: Only sellers who send inventory during the four-month period are eligible to have their coaching level lowered.
How to monitor your problem rates and coaching level
Follow the steps below to see your problem rate, acceptable problem rate, coaching level, and criteria for levels.
Go to your Shipping Queue and click Track shipment to the right of the shipment with problems.
On the Summary page, go to the Problems tab.
Click View details and scroll to Coaching details to check your problem rate and the acceptable problem rate for the particular problem group.
You can also use the Inbound Performance report to see your coaching level by defect type.
Amazon calculates the problem rates below over a four-month period:
Problem rate (shipment level): Number of shipments with problems divided by the total number of shipments sent
Problem rate (product-level): Number of items with problems divided by the total number of units shipped
If your problem rate exceeds the acceptable problem rate, your coaching will be escalated to the next level for that problem group. To learn more about mapping between different problem groups and problem types, visit Inbound performance summary.
How performance coaching works for product-level prep and labeling problems
The problem rate for all of the following problems is calculated at the product level:
Problem group Problem type Coaching levels and actions Standard Below acceptable problem rate
Elevated Above acceptable problem rate for 21 days
Critical Above acceptable problem rate beyond 21 days after being raised to Elevated
Unplanned prep - Bagging Poly bagging required FBA will reach out to you and help identify and solve the problems if you are approaching the maximum permitted rate. FBA will ask you for a plan of action for correcting the problems. FBA will suspend your ability to choose the prep owner, label owner, or both. Instead, FBA will conduct prep, labeling, or both for the problematic FNSKUs on your behalf and charge a planned per-unit fee. Opaque poly bagging required Unplanned prep - Bubble wrap Bubble wrap required Unplanned prep - product related Taping required Other labeling problems - product related Labeling required Label missing - product related Amazon barcode missing Manufacturer barcode missing Incorrect label - product related Barcode cannot be scanned Barcode is not accessible by scanner Unit mislabeled
文章来源：亚马逊官方网站
