●問題が発生した理由
Seller cancellationについて
・在庫切れにより、注文をキャンセル
A-to-Z Guarantee claim について
・商品が行方不明で届かない。
・商品が予定期日に届かない。
Negative Feedback Rate
・商品が行方不明で届かない。
・商品が予定期日に届かない。
●問題への再発防止計画
・Seller cancellationについて
今まで1週間に1度の在庫チェックを毎日チェックする体制を
整えました。
Rating
50
Translation / English
- Posted at 06 Jun 2014 at 22:25
●Cause of the issue
Re: seller cancellation
- Cancellation due to no inventory
Re: A-to-z Garantee claim
- Untrackable item being undelivered
- Item delivery does not meet the leadtime
●Countermeasure for the issue
- Re: Seller Cancellation
We have already refined our check system so that the inventory check takes place on a daily basis instead of that of weekly.
Re: seller cancellation
- Cancellation due to no inventory
Re: A-to-z Garantee claim
- Untrackable item being undelivered
- Item delivery does not meet the leadtime
●Countermeasure for the issue
- Re: Seller Cancellation
We have already refined our check system so that the inventory check takes place on a daily basis instead of that of weekly.
Rating
63
Translation / English
- Posted at 06 Jun 2014 at 22:37
- The reason for the problem to have occurred
- cancel the order because of out of stock,
Concerning A-to-Z Guarantee claim
- Products aren’t delivered due to missing.
- Products aren’t delivered in the due date.
Negative Feedback Rate
- Products aren’t delivered due to missing.
- Products aren’t delivered in the due date.
- The prevention plan of recurrence of the problem
- Concerning Seller cancellation
We have changed the system to check the stock from once a week to every day so far.
- cancel the order because of out of stock,
Concerning A-to-Z Guarantee claim
- Products aren’t delivered due to missing.
- Products aren’t delivered in the due date.
Negative Feedback Rate
- Products aren’t delivered due to missing.
- Products aren’t delivered in the due date.
- The prevention plan of recurrence of the problem
- Concerning Seller cancellation
We have changed the system to check the stock from once a week to every day so far.
![[deleted user]](https://secure.gravatar.com/avatar/695023b4efd563721d13716b1457bc73.png?d=identicon&mode=crop&r=PG&s=42)
Rating
66
Translation / English
- Posted at 06 Jun 2014 at 22:27
●Why Problems Occurred
As for seller cancellations
・The orders are cancelled due to lack of inventory
As for the A-to-Z Guarantee Claim
・The goods are not delivered because they are missing.
・The goods are not delivered on the appointed date.
Negative Feedback Rate
・The goods are not delivered because they are missing.
・The goods are not delivered on the appointed date.
●Preventative Plan For These Problems
For seller cancellations:
We will switch from weekly checks of the inventory to daily checks of the inventory.
As for seller cancellations
・The orders are cancelled due to lack of inventory
As for the A-to-Z Guarantee Claim
・The goods are not delivered because they are missing.
・The goods are not delivered on the appointed date.
Negative Feedback Rate
・The goods are not delivered because they are missing.
・The goods are not delivered on the appointed date.
●Preventative Plan For These Problems
For seller cancellations:
We will switch from weekly checks of the inventory to daily checks of the inventory.
★★★★★ 5.0/1
Rating
52
Translation / English
- Posted at 06 Jun 2014 at 22:31
●The reason ｗｈｙ the problem was caused
Concerning seller cancellation
We had to cancel the order because the items were out of stock.
Concerning A-to-Z Guarantee claim
・ The products were lost and not delivered
・The products were not delivered on the scheduled date
●Plan to prevent a recurrence of the problems
・Concerning seller cancellation
We established a system to check everyday the stocks which were checked once a week before.
Concerning seller cancellation
We had to cancel the order because the items were out of stock.
Concerning A-to-Z Guarantee claim
・ The products were lost and not delivered
・The products were not delivered on the scheduled date
●Plan to prevent a recurrence of the problems
・Concerning seller cancellation
We established a system to check everyday the stocks which were checked once a week before.
・A-to-Z Guarantee claim について
①今まで全ての商品に追跡番号をつけていませんでしたが、今後は全ての
商品に追跡番号をつけて発送します。
②今まで1部の商品を船便で発送していましたが、今後はすべての商品を航空便で手配し1日でも早くバイヤーへ届けます。
③・すでに発送済みの商品を追跡チェックして、保管中の商品を確認した場合は
バイヤーへアナウンスします。
・Negative Feedback Rate
①バイヤーとのコミュニケーションを今まで以上にあげていきます。
Rating
50
Translation / English
- Posted at 06 Jun 2014 at 22:33
- Re: A-to-z Garantee claim
1. In the past we used to provide a tracking number to certain items, but now we do it to the entire items upon shipment.
2. A certain kind of our items used to be shipped by sea in the past, but now the entire items are to be shipped by air to deliver them to the buyer at the earliest.
3. Upon tracking the shipped items, we will notify the buyer if they were put on hold.
- Negative Feedback Rate
1. We will further strive to enhance our communication with our buyers.
1. In the past we used to provide a tracking number to certain items, but now we do it to the entire items upon shipment.
2. A certain kind of our items used to be shipped by sea in the past, but now the entire items are to be shipped by air to deliver them to the buyer at the earliest.
3. Upon tracking the shipped items, we will notify the buyer if they were put on hold.
- Negative Feedback Rate
1. We will further strive to enhance our communication with our buyers.
Rating
66
Translation / English
- Posted at 06 Jun 2014 at 22:33
・For the A-to-Z Guarantee claim:
1.) We did not put tracking numbers on every good we sell, but from now on we will put tracking numbers on all goods.
2.) We were shipping some of our goods by sea mail, but this time we will be shipping all of our goods by air mail in order to have them reach our consumers as soon as possible.
3.) We will track the goods we have already shipped, and once the goods have reached its destination facility, we will announce it to the buyer.
・Negative Feedback Rate
1.) We will increase our communications with our buyers.
1.) We did not put tracking numbers on every good we sell, but from now on we will put tracking numbers on all goods.
2.) We were shipping some of our goods by sea mail, but this time we will be shipping all of our goods by air mail in order to have them reach our consumers as soon as possible.
3.) We will track the goods we have already shipped, and once the goods have reached its destination facility, we will announce it to the buyer.
・Negative Feedback Rate
1.) We will increase our communications with our buyers.
★★★★☆ 4.0/1
Rating
52
Translation / English
- Posted at 06 Jun 2014 at 22:49
· About A-to-Z Guarantee claim
①Though I din't put a tracking number to all products until now, I'll ship it with a tracking number to products.
②Though I've sent some products by ship, I'll deliver to the buyer as soon as possible one day to arrange by airmail all products in the future.
③If I check a product of the shipment has already and I confirmed products during storage, I will announce to the buyer.
· Negative Feedback Rate
①I will continue to raise more than ever to communicate with buyer.
①Though I din't put a tracking number to all products until now, I'll ship it with a tracking number to products.
②Though I've sent some products by ship, I'll deliver to the buyer as soon as possible one day to arrange by airmail all products in the future.
③If I check a product of the shipment has already and I confirmed products during storage, I will announce to the buyer.
· Negative Feedback Rate
①I will continue to raise more than ever to communicate with buyer.
Rating
44
Translation / English
- Posted at 06 Jun 2014 at 22:34
・Regarding A-to-Z Guarantee claim
①So far, not all of items are attached with the tracking No. From now on, the tracking No. will be attached with all items shipped out.
②In order to have the buyer to get to items as soon as possible, all items will be delivered by air mail in the future, instead of sea mail used to be used for some items in the past.
③Inform the buyer once the items shipped out is confirmed.
・Negative Feedback Rate
Make more effort to keep better communication with buyers.
①So far, not all of items are attached with the tracking No. From now on, the tracking No. will be attached with all items shipped out.
②In order to have the buyer to get to items as soon as possible, all items will be delivered by air mail in the future, instead of sea mail used to be used for some items in the past.
③Inform the buyer once the items shipped out is confirmed.
・Negative Feedback Rate
Make more effort to keep better communication with buyers.
②営業時間帯はバイヤーへのメール回答を早める為にメール対応専任スタッフを
1人から2人に増員させました。
③今まで全ての商品に追跡番号をつけていませんでしたが、今後は全ての
商品に追跡番号をつけて発送します。
④今まで1部の商品を船便で発送していましたが、今後はすべての商品を航空便で手配し1日でも早くバイヤーへ届けます。
⑤すでに発送済みの商品を追跡チェックして、保管中の商品を確認した場合は
バイヤーへアナウンスします。
Rating
50
Translation / English
- Posted at 06 Jun 2014 at 22:37
2. For the purpose of our prompt communication with our buyers during the business hours, we now have assigned two specialists dedicated for the email communication instead of one.
3. In the past we used to provide a tracking number to certain items, but now we do it to the entire items upon shipment.
4. A certain kind of our items used to be shipped by sea in the past, but now the entire items are to be shipped by air to deliver them to the buyer at the earliest.
5. Upon tracking the shipped items, we will notify the buyer if they were put on hold.
3. In the past we used to provide a tracking number to certain items, but now we do it to the entire items upon shipment.
4. A certain kind of our items used to be shipped by sea in the past, but now the entire items are to be shipped by air to deliver them to the buyer at the earliest.
5. Upon tracking the shipped items, we will notify the buyer if they were put on hold.
Rating
44
Translation / English
- Posted at 06 Jun 2014 at 22:38
② In order to response the email from buyer during business time, 1 or 2 special staff will be hired.
③So far, not all of items are attached with the tracking No. From now on, the tracking No. will be attached with all items shipped out.
④In order to have the buyer to get to items as soon as possible, all items will be delivered by air mail in the future, instead of sea mail used to be used for some items in the past.
⑤Inform the buyer once the condition of items shipped out is confirmed.
③So far, not all of items are attached with the tracking No. From now on, the tracking No. will be attached with all items shipped out.
④In order to have the buyer to get to items as soon as possible, all items will be delivered by air mail in the future, instead of sea mail used to be used for some items in the past.
⑤Inform the buyer once the condition of items shipped out is confirmed.
★☆☆☆☆ 1.5/2
※問題が発生した原因を追究し、以下のような具体的販売計画スケジュールを
提出致します。
営業時間を４区に分けて徹底した運営管理を致します。
開店から閉店までの営業時間を４つに分けて、お客様のニーズに対応できる
売場づくりを行ない、それに合わせた「販売計画」を立てました。
この体制を月曜日～日曜日まで稼動させます。
１）第１区分 開店～昼のピークまで ０９：００～１２：００
・メールチェック
・メール対応
・注文商品のデータ確認、入力
・為替チェック
Rating
50
Translation / English
- Posted at 06 Jun 2014 at 22:46
* Upon tracking the rootcause of the issue, we shall submit the concrete sales plan schedule as follows:
We will conduct a through administration by splitting our business hours into 4 blocks.
Our business hours, all the way from open to close, are devided into 4 blocks, and we have customized our shop environment in order to address our customers' needs. Accordingly we have established the "sales plan."
We will run this sytem from Sunday through Saturday.
1. Block 1: between open through peak time at noon (09:00- 12:00)
- Check emails
- Respond to emails
- Ordered item: data check and registration
- Check foreign exchange rate
We will conduct a through administration by splitting our business hours into 4 blocks.
Our business hours, all the way from open to close, are devided into 4 blocks, and we have customized our shop environment in order to address our customers' needs. Accordingly we have established the "sales plan."
We will run this sytem from Sunday through Saturday.
1. Block 1: between open through peak time at noon (09:00- 12:00)
- Check emails
- Respond to emails
- Ordered item: data check and registration
- Check foreign exchange rate
Rating
52
Translation / English
- Posted at 06 Jun 2014 at 22:46
*We will pursue the cause of the problem and submit concrete schedule of sales plan as follows:
Dividing the business hours in 4, we will run thorough operational management
Dividing the business hours from opening hour until closing hour, we established sales environment which satisfy customer needs as well as "Sales Plan" based on it.
We will run this system from Monday to Sunday.
1) 1st Division Opening hour- Midday peak time 9:00-12:00
・Check e-mail
・Deal with e-mail
・Check and enter data of ordered items
・Check money order
Dividing the business hours in 4, we will run thorough operational management
Dividing the business hours from opening hour until closing hour, we established sales environment which satisfy customer needs as well as "Sales Plan" based on it.
We will run this system from Monday to Sunday.
1) 1st Division Opening hour- Midday peak time 9:00-12:00
・Check e-mail
・Deal with e-mail
・Check and enter data of ordered items
・Check money order
２）第２区分 昼のピーク終了のアイドルタイム １2：００～１5：００
・注文商品の在庫確認
・発送伝票作成
・商品の検品
・メール対応
３）第３区分 夕方のピーク １5：００～１7：００
・商品の発送
・返品商品チェック
・ポリシー違反の商品チェック
・発送済み商品の追跡確認
・メールチェック
・メール対応
４）第４区分 夕方のピーク終了から閉店まで １7：００～１９：００
・商品リサーチ
・在庫データ更新
・・禁止コンテンツおよび制限のある商品について出品チェック
・メールチェック
・メール対応
Rating
50
Translation / English
- Posted at 06 Jun 2014 at 22:59
2. Block 2: Idle time after the end of the peak time at noon (12:00- 15:00)
- Inventory check for the ordered items
- Issue invoice
- Item inspection
- Respond to emails
3. Block 3: Evening peak time (15:00- 17:00)
- Ship items
- Check returned items
- Check items violating the policy
- Check emails
- Respond to emails
4. Block 4: Evening peak hours through store close (17:00- 19:00)
- Item research
- Update inventory data
- Contribution check on items with banned contents or limitation
- Check emails
- Respond to emails
- Inventory check for the ordered items
- Issue invoice
- Item inspection
- Respond to emails
3. Block 3: Evening peak time (15:00- 17:00)
- Ship items
- Check returned items
- Check items violating the policy
- Check emails
- Respond to emails
4. Block 4: Evening peak hours through store close (17:00- 19:00)
- Item research
- Update inventory data
- Contribution check on items with banned contents or limitation
- Check emails
- Respond to emails
Rating
52
Translation / English
- Posted at 06 Jun 2014 at 22:57
2) 2nd Division Idle time after midday peak hours 12:00-15:00
・Check the stocks of ordered items
・Create shipping voucher
・Inspection of the items
・Deal with e-mails
3)3rd Division Evening peak hours 15:00-17:00
・Ship out items
・Check returned items
・Check items that violate the policy
・Check the tracking of shipped items
・Check e-mails
・Deal with e-mails
4)4th Division After evening peak hours to closing time 17:00-19:00
・Product research
・Update inventory data
・Check the lineup of the items that include prohibited content and limitation.
・Check e-mails
・Deal with e-mails
・Check the stocks of ordered items
・Create shipping voucher
・Inspection of the items
・Deal with e-mails
3)3rd Division Evening peak hours 15:00-17:00
・Ship out items
・Check returned items
・Check items that violate the policy
・Check the tracking of shipped items
・Check e-mails
・Deal with e-mails
4)4th Division After evening peak hours to closing time 17:00-19:00
・Product research
・Update inventory data
・Check the lineup of the items that include prohibited content and limitation.
・Check e-mails
・Deal with e-mails
Rating
52
Translation / English
- Posted at 06 Jun 2014 at 23:10
2) The second section Idle time of peak end of noon 12:00 to 15:00
・Check stock of items ordered
・Shipping documents created
・Inspection of merchandise
・Mail correspondence
3) Third section Peak of evening 15:00 to 17:00
・Commodity shipping
・Returned goods check
・Commodity check of policy violation
・And tracking confirmation of shipping product which has been
・Mail check
・Mail correspondence
4) The fourth section From the end of peak of evening until closing 17:00 to 19:00
・And product research
・And inventory data update
・The exhibition checked for the product with the prohibitions and restrictions content
・Mail check
・Mail correspondence
・Check stock of items ordered
・Shipping documents created
・Inspection of merchandise
・Mail correspondence
3) Third section Peak of evening 15:00 to 17:00
・Commodity shipping
・Returned goods check
・Commodity check of policy violation
・And tracking confirmation of shipping product which has been
・Mail check
・Mail correspondence
4) The fourth section From the end of peak of evening until closing 17:00 to 19:00
・And product research
・And inventory data update
・The exhibition checked for the product with the prohibitions and restrictions content
・Mail check
・Mail correspondence
