卖家千万别小看订单缺陷率，ODR是反应卖家能否提供一个良好的买家购物体验的非常重要的一个指标，这个指标千万不要超过1%，如果超过了1%对账户安全是很不利的，严重时亚马逊甚至会审核你的店铺或者移除您的销售权限(Order defect rate is the key measure of your ability to provide a good customer experience )
Recently i received 2 buyers' complaints about have not received their orders (Order ID : and ), and we confirmed shipment of an order (Order ID: ) before actually sending it. Both of these cause my account performance does not reach Amazon standards. I sincerely feel sorry about it.
I believe there are two main reasons cause this happened:
1. As for confirmed shipment of an order before actually sending it. We have no stock in our office when buyer place an order, but we must confirm shipment within 2 days (valid time), it cause we fill in the Tracking number to confirm shipments before sending orders.
2. As for buyers have not received their orders. it is because we choose a poor logistics partner, they couldn't update tracking information in time. Second, we confirm shipments before sending orders, so it will delay some days to arrive at buyers.
个人觉得最好用 decide 这个词来表达较好，当然只是个人意见，毕竟可能有更好的表达方式。
Plan of Action:
We are taking the following steps to improve our performance:
1. We decide to ready some stocks in our office, it will help us send orders in time and confirm shipments when we really sending them. then urgent our express partner to update tracking information in time to solve confirmed shipment of an order before actually sending it.
2. We decide to choose a reliable shipping method which can suitable sending to USA(ePacket and FEDEX), not only the speed but valid tracking is priority to help buyers have a good experience of shopping in our store. also if buyer couldn't received item within valid time, we will contact them and send item to buyer again by FREE.
In a words, we promise will not appear these complains in future and decide to try our best to make buyers feel satisfied during shopping.
Besides, we decide to arrange and complete listing(including expend shipment time and shipment method), also i have some new plans to operation my store, i want to change shipment method become FBA, in order to improve Customer shopping experience.
Looking forward to receiving your reply.
Thank you so much!