账户状况常见问题

“账户状况”页面的用途是什么?

“账户状况”页面概述了您的卖家账户是否遵从在亚马逊上开店所需的绩效目标和政策。为了确保我们为买家提供卓越的体验,如果这些指标不符合我们的目标,亚马逊就会针对这些指标采取相应的措施。

我们会定期审查每个卖家的绩效并针对未达标的项目通知他们。这一审查的目的是让您有机会在绩效问题影响您的销售能力之前做出改进。但是也有极少数情况,我们会立即停用绩效非常差的卖家账户。

如果您的卖家账户被停用,您或许有恢复账户的机会。您可以提出申诉,只需向我们提供行动计划,以更正导致我们采取强制措施的问题。了解如何就销售权限被限制或移除提出申诉。

我正在查看“账户状况”页面,但未看到过去可以查看的其他许多指标。在哪里可以找到这些指标?

为了让您更清楚地了解可能影响您销售能力的指标,我们从账户状况体验中移除了各种指标。亚马逊不会针对这些指标采取措施。

如果我的控制面板上显示一项或多项投诉,我该怎么办?

如果您遇到任何投诉,请点击“账户状况”页面的“商品政策合规性”部分中的【查看详情】,稍微花些时间查看这些投诉。在此您将看到引发投诉并随后被移除的所有内容(即商品信息、图片等)的历史记录,以及它们的当前状态和为恢复销售而采取的后续步骤。要重新销售已被移除的商品,请点击【申诉】提交行动计划。如果行动计划获得批准,您就可以重新销售这些商品。类似地,如果您认为某个关于账户状况记录的投诉是错误的,请点击【申诉】告诉我们错误原因。如果我们在移除您的内容时出现错误,我们将从您的账户状况记录中移除此投诉。

了解如何就销售权限被限制或移除提出申诉。

我的卖家账户针对“账户状况”页面上所给出指标或政策的绩效偏离了目标,但“账户状况”页面并未告知我的账户存在停用风险或已被停用。这是为什么?

我们在计算您的账户状况时会充分考虑订单量。

例如,如果您只有 10 个订单且其中 1 个订单存在缺陷,则您的订单缺陷率为 10%。虽然从技术上讲,此分值超出我们的目标分值 1%,但因为订单数量太少,它并不一定反映了您的绩效所面临的实际问题。

解决相关问题后,要过多长时间 ASIN 才能不再显示在“账户状况”页面上的“违反受限商品政策”区域?

即使问题在商品下架后已得到解决,违规状态也会继续显示 180 天。


 亚马逊官网原文详情:

Account Health FAQ

What is the purpose of the Account Health page?

The Account Health page provides you an overview of your seller account’s adherence to the performance targets and policies required to sell on Amazon. To ensure we are delivering a great experience for our customers, Amazon can take action on these metrics if they don’t comply with our targets.

We regularly review the performance of all sellers and notify them when they are off-target. The intent of this review is to give you the opportunity to improve your performance before the issue affects your ability to sell. Occasionally, seller accounts with very poor performance are immediately deactivated.

If your seller account has been deactivated, you may be eligible for reinstatement. You can appeal by providing us with a plan of action for correcting the problems that contributed to the enforcement action. Learn how to Appeal the restriction or removal of selling privileges.

I am looking at the Account Health page, but don’t see many of the other metrics that I used to see. Where do I find these?

To increase visibility into the metrics that may affect your ability to sell, we’ve removed various metrics from the Account Health experience. Amazon does not take action on these metrics.

What do I do if I have one or more complaints listed on my dashboard?

If you have any complaints, please take a moment to review them by clicking View details on the Product Policy Compliance section of the Account Health page. Here, you will see a history of all content (i.e. listings, images, etc.) that resulted in a complaint and were subsequently removed, along with their current status and next steps to resume selling. To resume selling a product that was removed, please click Appeal to submit a plan of action. If the plan of action is approved, you may resume selling. Similarly, if you believe that a complaint on your account’s account health record is erroneous, please click Appeal and tell us why we got it wrong. In case we made an error when we removed your content, we will remove the complaint from your account health record.

Learn how to Appeal the restriction or removal of selling privileges.

My seller account’s performance against a metric or policy on the Account Health page is off- target, but the Account Health page does not tell me my account is at risk of deactivation, or is deactivated. Why is that?

We take into consideration order volume when calculating your account health.

For example, if you have only ten orders and one of them has a defect, your ODR will be 10%. While that is technically over our target of 1%, it doesn't necessarily reflect an actual problem with your performance given the low number of orders.

How long does it take before an ASIN is removed from the Restricted Products Policy Violations area under your Account Health?

Even if the issue is resolved after the listing has been taken down, the violation will continue to display for a period of 180 days.

 文章来源:亚马逊官方网站