[Translation from Japanese to English ] As for A-to-z Claims, we have responded to every claim, with all the necessar...

Original text

今回アカウントが停止された原因は、Amazonで定められているポリシーのうちODR（注文不良率）が1%を超えてはならない、という点について上限を超えてしまったことだと認識しています。

ODRは以下3つに分類されます。
1.A-to-z guarantee claims
2.Negative feedback
3.Service chargeback

我々は上記のうち1で13件と2で8件のODRを発生してしまっており、これが原因となりODR全体のスコアを下げてしまっていました。

Translation / English

From my understanding, account suspension cause lies in the fact that out of Amazon policy, we surpassed the 1% limit on ODR (Order Defect Rate).

There are three ODR categories:
1. A-to Z guarantee claims
2. Negative feedback
3. Service chargeback

We have 13 cases with 1 and 8 cases with 3 which contributed to ODR, which lowered our overall ODR rating.

Translation / English

I understand the reason of suspending my account is that our shop exceeded the set upper limit of ODR (Order Defect Rate), one of the policies of Amazon, at less than 1 percent which should never be exceeded.

The evaluation of ODR is based on the following three factors;
1. A-to-z guarantee claims
2. Negative feedback
3. Service chargeback

Our shop incurred 13 cases of item no. 1 and 8 cases of item no. 2 in above mentioned factors which caused to bring down the overall ODR score.

Original text

A-to-z Claims については全てのclaimに対して回答を行っており、必要な対処はすべて完了しています。また顧客に対してもすべて返金済みです。

今回の問題が発生した原因と再発防止策についてご説明します。
①商品登録のミス
8/15に商品登録を行いましたが、その際に出品したリストが手違いで誤ったものを登録してしまいました。そのため、在庫がすでに無いものまで販売してしまい、その結果キャンセル率が高くなり、ODR悪化の要因の1つになったと考えています。

Translation / English

As for A-to-z Claims, we have responded to every claim, with all the necessary actions already taken. Also, we have returned the money to all the clients.

I will explain how this error occurred this time.
1. Merchandise registration error
We registered items by August 15, but we accidentally listed wrong ones. For that reason, we ended up selling items with zero inventory, increasing the cancel rate. We consider this as one of the factors that have negatively affected our ODR.

Translation / English

Regarding the item no. 2 of a to z Claims, we have responded to every claims and completed necessary counter measures. Also, we have reimbursed to every customers.

We would like to explain the causes of incident at this time and the counter measures to prevent repeating the similar incidents/

①Mistake in listing the item
We listed the items on August 15, but we listed the wrong items by mistake.
This is why we sold the out of stock items which resulted to raise the canceling rate causing one of the reasons to worsen the ODR.

Original text

再発防止としては、マーチャント出品は今後行いません。すでにすべてのマーチャント出品については削除済みです。全ての販売をFBAに切り替えることで在庫切れの防止、配送スピードの向上ひいては顧客満足度の向上に努めることにします。

②倉庫、配送会社の変更
9月上旬に倉庫の移転を行い、配送会社を変更しました。
その際、配送会社、在庫の移動が発生したため配送指示に不手際が生じ、結果として配送遅延を引き起こしてしまいました。今後はすべてFBAに切り替えることで配送スピードの向上を図ります。

Translation / English

For the countermeasure to prevent wrong listings, we don’t perform the merchant listings from now on.
We have already deleted the entire merchant listed items.
We are going to change the sale of all items to the FBA for preventing an out of stock items, improving the lead time for shipping and therefore improving the customer satisfaction.

② Changing the Warehouse and Courier Service
We have changed the warehouse and the courier service. However, the change has accompanied with the transfer of stocks to the new warehouse and leading to the mistake in submitting the shipping order and which caused delaying the delivery as the result. We will improve to shorten the lead time for shipping by changing the entire items to FBA.

Translation / English

To prevent this kind of things from happening again, in the future we would not do merchant list. All the merchant listed items have been deleted already. We would switch to FBA for all of our sales, so as to prevent going out of stock and speed up the delivery. We would strive to improve customer satisfaction.

② Change warehouse and delivery company
We conducted the transfer of the warehouse in early September, and we changed the shipping company.
Mistakes occurred in the delivery instructions when the transfer of stock was done by the delivery company, which caused the delivery delay. We will strive to improve the delivery speed by switching to FBA in the future.

Original text

③カスタマサービスの体制強化に伴う問い合わせ遅延
カスタマーサービスを手厚くするため、サブアカウントを追加し、顧客からの問い合わせ対応の体制強化を行いました。本来であれば、この施策によりより一層、顧客からの問い合わせ対応は迅速化するはずでありましたが、人員が増えたことにより、情報伝達に不備が生じ、結果として間接業務が一時的に増加したため、顧客への連絡が遅れてしまうケースが何度かありました。現在ではすでに今の体制で問い合わせ対応を行うことに全く問題はありません。

Translation / English

③Collaterals effect in delaying for responding to the customers inquiries after enhancement of the customer service

To extend more warm hospitality to the customers, we have added the subaccount for enhancing the responding capability to the customers’ inquiries.
Normally, this measure supposed to improve the response speed to the customers’ inquiries, but the increase of staffs has caused to interrupt the smooth transfer of information and which resulted in increasing the indirect work temporarily and sometimes causing the delay in responding to the customers’ inquiries. This issue is already removed, and now, there is no concern in responding to the customers’ inquiries.

Translation / English

③ Query response delay associated with system upgrading of customer service
To upgrade our customer service, we added sub-accounts, and strengthened the system of response to inquiries from customers. We are supposed to speed up the response of inquiries from customers by this measure, but after the personnel has increased, defect occurred in the information transmission and indirect operations increased temporarily. There were several times that our response to the customer was delayed. But there would be no problem at all with the query response system now.

Original text

また上の対策とも重ねて重複しますが、今後はFBA販売のみに販売ルートを絞ることで、配送に係る問い合わせ対応は激減することを予測しています。現在ではすでに今の体制で問い合わせ対応を行うことに全く問題はありません。また上の対策とも重ねて重複しますが、今後はFBA販売のみに販売ルートを絞ることで、配送に係る問い合わせ対応は激減することを予測しています。

Translation / English

And, it may be overlapped with the aforementioned countermeasures, but we are going to limit our sales channel to the FBA sale only so that we are expecting the drastically reduction of inquiries for the shipping.
Our current formation has already removed the concern over responding to the customers’ inquiries.

Translation / English

Although the measures mentioned above might have same effects partly, we expect that by changing the sales channels to FBA sales only would make the inquiries relating to delivery declare in the future. There is no problem at all in the inquiries response system now. Although the measures mentioned above might have same effects partly, we expect that by changing the sales channels to FBA sales only would make the inquiries relating to delivery declare in the future.