史上最全亚马逊申诉流程及模板！

亚马逊老鸟也好，新手也罢，想问问大家有没有遇到过无意识侵权，却被无情取消销售权？曾经有过突然被他人投诉，却不告知侵权原因，listing死的莫名其妙？曾经有过被某个商标或专利所有人投诉，但是也不知道自己到底是否属于侵权，只能叹气认栽？曾经有过明明不侵权，硬是被通知侵权，还无可奈何，不知道怎么办？

既然走上亚马逊这条独木桥，就要时刻准备接收亚马逊的小红旗。小红旗一般只有关于账户Performance有关，有时可能是关于账户的信息通知，这种惊则惊矣，虚惊而已；有时是关于账户审核问题，一遇到审核，随时就会被亚马逊掏出一个王炸，直接倒闭。

很多卖家在碰到在碰到申诉问题时，都会是一头雾水，尤其是新手卖家，根本不知道申诉信该怎么写，写申诉信内容的依据是什么都还没搞懂。

在这篇文章中，我将把各种场景下的申诉模板分享给大家，以及申诉信的普遍套路及如何选择申诉模板的方法及流程给你们。

申诉信普遍套路就这五步：

• 道歉承认过失表明诚意
• 将问题逐条清楚列出分析
• 依照问题顺序提出改进方式
• 以加强语气强调改进的决心
• 表达想要收到回信的迫切

这五步屡试不爽，不管你面临的是侵权原因的，还是黑帽操作被抓的，按着这五点核心去写申诉信，大概率都是有回复甚至是申诉能成功的。

向亚马逊客服申诉时具体该如何操作呢？

• 弄清楚账户违规封禁原因

亚马逊账户在违规被抓或账户封禁之前，亚马逊都会发一封Notification给卖家，卖家可以通过这封邮件得知违规的准确原因，到底是因为账户表现差，还是违反了亚马逊的销售政策或者销售了平台禁售的产品等等原因。

• 自行评估过往的运营操作

检查店铺的各项指标，找到那些给客户带来差的用户体验的订单和不达标的参数；同时也检查下店铺目前的产品listing，看看有没有违反亚马逊的政策。

• 创建补救的行动计划

先对你所犯的错进行一个概括，再向亚马逊提供一个能够有效解决相关问题的精确的行动计划，可以很大几率上恢复账号的销售权限。

• 把申诉内容发送给亚马逊

行动计划写完后，将其发送给亚马逊。

 

1. 亚马逊滥用变体解封申诉模板

 

Dear Amazon performance team,

 

We received your notification about that our selling privilege was removed due to we misusing the ASIN variations and we have not sent you an acceptable plan to address the problem with our account, but actually, we did take actions to resolve the problem after receiving your warning, and email you about that; on XXXX/XX/XX, we received your respond about that you appreciated our effort to comply with Amazon selling policy.

 

The following are the detail and POA that we made to resolve the problem and prevent misuse ASIN variations similar violation in the future, please kindly check it, we promise that we did not let this issue happen again in the future;

 

–Adding children products that are not true variations of the parent product

 

— Changing the patent product’s detail page so it does not match the children.

 

The issue that caused the complaints:

 

Our mistake is that we used the clothes category to upload our goods for phone accessories, due to we cannot choose color variations from the phone accessories category. This mistake was made by our new staff who just worked at our company for a week.

 

Immediate Actions we took

 

1, our sales manager checked all our on-line listings one by one, anyone which has been violated the rules of Amazon has been removed, please kindly check some details as follows :

 

We listed only x ASIN here, but we total deleted about x ASIN from our inventory, we are sure there is no mistake at our variations now;

 

To prevent similar violation in the future, we will follow the ASIN creation Policy, we learn ASIN Creation Policy again:

 

Matching our products to existing products in the Amazon catalog helps drive high-quality customer experience. Matching to an existing product instead of creating a duplicate listing allows we to more fully benefit from buyer interest and traffic for that product,

 

The following prohibited practices are a misuse of variations ( also known as parent-child relationships). I create a negative customer experience and can result in our ASIN creation or selling privileges being temporarily or permanently removed

 

Adding children that are not variations of the parent product;

 

Changing the parent product’s detail page so it does not match the children;

 

Adding multi-pack children by bundling two or more of the same manufacturer products, such as bundling two three-packs to create a package quantity of six. Multi-pack children must be packaged by the manufacturer. If a customer wants to buy two or more of the same product, they can select that quantity for purchase.

 

Here are things to keep in mind to help ensure we create the relationship correctly:

 

1. Parent/Child Relationship

 

Every variation relationship includes a parent and a number of unique children. The parent can be thought of as a non-buyable “umbrella” which connects the different variation of children. When you create a variation relationship, you use a parent SKU as this umbrella for your products. The parent SKU should represent the core product. Do not include any child-level information (size, color, UPC) on the parent SKU.

 

2. Variation Themes

 

Variation themes are the way that Amazon systems determine how a set of products varies. The theme is set only on the parent and all children must have valid values for the attributes corresponding to the parent’s theme. Examples of variation themes include Color/Name, Size/Count, Color, Style, Scent, etc.

 

The relationship we create is a relationship between your specific SKUs. When you submit your product information, Amazon will use the relationship information that you provide in connection with the information provided by other sellers of the same products to determine the specific relationship that is presented to customers. This means that the information displayed on the site may vary from your submitted relationship. The SKUs in your inventory however will reflect the most recent information you submitted, regardless of how the products are displayed on the site.

 

Our plans to prevent adding children products that are not true variations of the parent product, we make some plans as follows :

 

1. Train our employees Amazon ASIN Creation policy, make sure they are familiar with Amazon policy, and before uploading a new listing on our stores, our sales manager will check all the contents especially the true variations of the parent products;

 

2. Before upload a listing on Amazon, we will have to make sure the Parent/Child relationship, full check if this catalog support variation or not, if it doesn’t support variation, we will upload these listings one by one instead of adding children products that are not true variations of the parent product;

 

3. We will only use the correct same variations when creating parent/child relationships. Our sales manager will check this each week for all our online listings. Any listings will be removed once they were found in the invalid listings or variations to product detail page or violated other Amazon policies or rules;

 

4. We will follow the ASIN Creation Policy in the future, we will arrange employees to learn and have a test for this policy every week to make sure that this issue will not happen again.

 

5. Designed our new policy, our sales manager will supervise our future selling, the sales manager will check each new ASIN every day for a double check to be sure no ASIN violates any rules of Amazon.

 

We promise that we will follow Amazon’s policy in the future, meets Amazon’s every metric and selling policy. Please kindly consider reinstating our selling privilege.

 

Thank you so much

2.亚马逊账号关联申诉模板

 

Dear Amazon performance team,

 

This is our first time to sign up for the Amazon Europe site. We asked our Amazon account Manager why our account was closed. He told us that our account is associated with another account amazon. This issue is very shocking to us. Our company applied for the first time to register for the Amazon Europe site. We totally can’t understand why it was judged to be associated with another account.

 

We checked all of our data on Company and equipment, they are all new. we are very strict with Amazon’s rules. We certainly understand that we can only operate one Amazon account, and we also register for the first time, and only one account.

 

Because I have to go on business trips regularly,

 

Amazon has 24 hours to reply to the information of the client, so I purchased an Aliyun Remote server IP (ECS), Today, I went to ask their customer service. They said that their IP address will be recycled. We can’t confirm whether it is just because our address was previously registered Amazon account by someone else, but this is out of our control, cause we cant check the IP that how it used before, can you understand?

 

Before buying (ECS) IP, we can’t check what this IP used to do. We are very sorry about this, we will not use this IP operation account in the future. We will re-purchase a new network cable to log in to our account to avoid your concerns.

 

We have provided you with all the information of our company to prove that we are the first time to register an Amazon account in Europe , please check our information carefully.

 

But now my account is blocked because of this account associate with other accounts, I can provide information related to the account to prove our innocence, I hope you can reinstate my account.

 

I look forward to your reply, thank you deeply!

 

 

3.因收到投诉卖假货账号被冻结，申诉模板1

 

Dear Amazon Team,

 

It has been brought to our attention that our selling account has been suspended due to claims that we have listed inauthentic items.

 

This is very alarming to us and we immediately investigated the claims. What we determined is that we were actually not selling counterfeit items, but we didn’t have the permission to represent and sell these items as new.

 

We were able to determine our mistake by researching the Policies and Agreements of Amazon and questioning fellow sellers on Amazon seller forums. We certainly did not intend to infringe upon on the intellectual rights of others. The ASIN listed was an item that we purchased at full retail price.

 

We only had one of this item and we had no intention of misrepresenting this company. We have realized that we have several other items that violate this policy in our inventory and we need to address this immediately.

 

Here is our plan of action to avoid future problems

 

-First, we will thoroughly review all Amazon Policies and Agreements-next we are going to examine every item we have listed and make sure we have the proper credentials to sell these items as new on Amazon.

 

-any items that we do not have invoices for will be changed to and sold in used condition or through other selling channels

 

-Finally, we put measures into place to constantly monitor newly listed inventory by me personally to avoid infringement on others’ property rights.

 

Please know that these policy violations were not intentional and we do apologize to any parties that we infringed upon. We have been happily selling on Amazon for nearly 2 years and after some initial start-up bumps, we have been able to keep great metrics and provide great products to many happy customers. I hope you realize that we are sincere in our intentions and hope to be selling on Amazon again soon. Thank you for your consideration.

 

Best Regards

 

xxxx

 

 

4.因收到投诉卖假货账号被冻结，申诉模板2

 

Dear Amazon seller support,

 

Thank you for your concern about our account.

 

We received a notification today that our selling privilege has been removed cause we sold counterfeit products.

 

We immediately check the listings.

 

Firstly we are very sorry about our ignorance, we are new to Amazon selling, we are lacking of the rules and policies when selling on your platform.

 

Secondly, as the items of Amazon seller performance stated, we did not know this product is with its own brand, to this point we acknowledge it is our fault.

 

We had removed the listings and promise we won’t sell it again on Amazon if we do not get the warrant.

 

Would you please consider the account seller rating and customers feedback to us? We provided customers both good products and customer service. We never got a claim or negative feedback.

 

Hope Amazon can look through to it.

 

If you can give us a chance, we will do as follows:

 

1. Absolutely, we will see through all the policies and rules about selling on your platform.

 

2. We will check the listings in our account to see if there have some which do not meet your requirements, if it does, we will fix it immediately.

 

3. We will check all the products we’ve been sold, any complaints or product issues we will solve them in a proper way within 12h in favor of the customer’s right.

 

4. If any selling questions, we will consult Amazon for help.

 

Sincerely, we write this. We will try our best to provide our sales on Amazon.

 

We believe Amazon will give this issue serious consideration, and to us, there is a hope, a new chance for us!

 

Look forward to receiving your reply. Best regards店铺名

 

 

5.因收到投诉卖假货账号被冻结，申诉模板3

 

Dear Seller Performance Team，

 

First of all, we sincerely apologies for not being able to follow amazon’s policies. We accept, solely we are responsible for selling inauthentic products on amazon.

 

Being a seller on Amazon it is our responsibility to provide the best products and services to our valuable customers.

 

We are responsible for the complaints. We accept that these issues arise due to competitive behavior with other sellers. But intentionally we do not want to provide any inauthentic products to our customers.

 

As you can check we are selling hundreds of products, but we mentioned generic products in all listings. But these products got listed due to mistake and unintentionally. We really do apologies for this and we avoid these types of mistakes in the future.

 

-Description of the issues that caused the complaints.

 

We procured products from inauthentic suppliers without proper invoice and it creates issues with our valuable customer.

 

Then found the product is inauthentically manufactured and packed in the same packing as like the original one.

 

To avoid such types of things in the future we removed these types of suppliers from our product procurement suppliers list. We will never deal with this type of supplier in the future.

 

-The following steps has been taken immediately to avoid similar complaints in the future.

 

First of all, we deleted listings of these products forever and destroyed all products in our inventory related to complaints.

 

We removed these types of suppliers who selling inauthentic products or selling branded products without the authorization certificate of the brand owner from our product procurement suppliers list.

 

In the future, we will check the brand authorization certificate before procuring any branded product from any supplier.

 

We will procure products only from authorized suppliers and cross-check with brand owners regarding suppliers before the procurement of any branded products.

 

The above steps will help us in preventing such types of complaints in the future.

 

-Description of how we will handle with current situation or customer who received inauthentic products.

 

For now, we will refund the complete amount of customers without asking products return. Because we know that Amazon is a customer-centric company and being a part of Amazon we also like to siphon customer-centric attitude to make the customer experience better.

 

So, we decided to refund the complete amount of customers, without engaging customers in the returning process.

 

-How we focus on the types of complaints and how we will prevent then.

 

In the future we will take every single negative feedback seriously and appoint 2 employees to deal with negative feedback or complaint and resolve inappropriate manner.

 

We will also ask product quality feedback after completion of a single order. This step will help us to maintain the best quality every time as help us to serve other customers better.

 

We will perform a weekly review of all listings by the help of Amazon listing experts

 

We hope the above steps are sufficient to provide the best services to our valuable customers.

 

Supplier Details

 

Shop Name:XXXXXX

 

Owner Name:xxxxxxx

 

Contact Number: xxxxxxx

 

Shop Address: xxxxxxxx

 

Buyer Details

 

Buyer Name:XXXXXX

 

Company Name: XXXXXXX

 

Contact Number: XXXXXXX

 

Address: XXXXXXXXXX

 

Product Name: XXXXXXX

 

Qty: xxxxxxxxx

 

Our team is still working on future selling and trying to make this plan action more effective to avoid such kind of issues in the future.

 

We thanks to Amazon they helped us to give a chance to improve ourselves and improve our product quality.

 

We hope we will get another chance to prove ourselves. Kindly reinstate our account we will grateful to you.

 

Regards,

 

XXXXX

6.产品图片侵权被禁售申诉模板

 

Dear Seller Performance Team， Thank you for your notification on the policy violation on the……, we would like to sincerely apologize for the terrible mistake we made. We are a small company in China focusing on foreign trade and selling on Amazon US has been one of our ultimate dreams.

 

We did a lot of preparation in order to launch our store in Amazon and worked with the Amazon sales manager XXXX on a lot of details including the can do’s and can’t. He informed us beforehand that image and character violation is a very serious issue in Amazon and we have taken that very very seriously.

 

However, one of our sales staff, who is new to the company, accidentally put this product onto the list because we would like to start our sales with 50 SKUs ( We had 49 Skus ready at that time.) He uploaded the product without everyone else’s knowledge and I would in person like to apologize again for my carelessness in staff management.

 

Here are the things our company has done to prevent such an issue from happening again.1. We just organized training again on the can’s and can’t the sales manager XXXX sent us, especially emphasizing the policy violation including image violation of products and wording violation on the product and checked all the products that we have already listed.

 

2. We deleted all the products that we think could potentially violate the policies.

 

3. We have setup rules in the company that all of our inventory must be carefully reviewed and would not violate any Amazon policies before adding to our inventory and listing on Amazon. I would like to apologize for a third time for my carelessness in management ，and please do let us know what else can we do to reinstate our account and we will do everything we can to meet the target. Looking forward to hearing from you.

 

XXX

 

 

7.自己拍摄设计的图片被告侵权申诉模板

 

Dear Amazon Team,

 

We received a policy warning stated that Amazon has removed some images from our site because of a rights owner complained about the image(s) that infringes on its intellectual property rights.

 

ASIN:

 

Complaint ID:

 

The picture that Amazon has removed:

 

Picture link：xxxxx

 

Picture link：xxxxx

 

We always work hard to assure we are meeting the standards set by Amazon and our own standards of quality customer service, it is hard for us to believe that our images infringe others’ intellectual property rights. All the photos of this item (ASIN: XXXXXXXXXX) were taken and designed by our designer.

 

Firstly, we contact the rights owner directly to resolve this dispute. We asked the right owner to review the pictures, finally, he found that the picture is from us, below is the screenshot of our e-mail. (Have attached)

 

Email 1: email link

 

Email 2: email link

 

Secondly, We have advised the rights owner to contact Amazon at notice@amazon.co.uk to withdraw the complaint.(I have mentioned it in e-mail)

 

Thirdly, we can provide all the photos and source files as evidence.(Please see the attachment)

 

1. Photo

 

Taken From:

 

Shooting Time:

 

Shooting Location:

 

2. Source File: You can see how we processing the picture in Photoshop.

 

Please review this case, and we are looking for a fair and just reply. If you need additional details, please kindly contact us, we will reply you at the first time.

 

Best Regards

 

XXX

 

 

8.因迟发货被移除销售权限申诉模板

 

Dear Seller Performance Team，

 

We are contacting you regarding our seller account suspension. We realize the delays in shipping orders have not complied with Amazon’s performance target of less than 4%, nor our target of less than x%.

 

We have reviewed our fulfillment procedures and have determined the two areas that need to be addressed: Shipment Creation and Inventory Availability.

 

We realize we needed additional support for managing fulfillment for our Amazon orders. To achieve our goal of more than 98% on-time shipping， we have added additional staff to support the salesperson in our retail store who handles Amazon fulfillment. This will allow us to have packages prepared and ready to ship more efficiently.

 

To address inventory availability issues we have consolidated our Amazon inventory into one location to speed shipment creation. Having all Amazon inventory at one location will eliminate delays in getting product out by the Expected Ship Date.

 

Thank you for considering this appeal.

 

 

9.迟发货、缺货、回复客户慢收到A-Z，ODR表现差申诉模板

 

Dear Seller Performance Team，

 

I understand that recently our performance as a seller on http://Amazon.com has fallen below both Amazon’s and our own standards of quality.

 

I believe there are two main reasons this has happened:

 

Disorganization in our inventory management has resulted in late shipments and, even worse, unavailable items.

 

When late shipments and unavailable items have occurred our response to has been too slow and communication with customers has not been adequate.

 

I believe it is mainly because of the inadequate communication that we have recently seen an increase in customer A-z guarantee claims which has resulted in our order defect rate exceeding the performance target of <1%.

 

Plan of Action:

 

We are taking the following steps to improve our performance:

 

Improve inventory control by reducing the number of items offered until we have systems in place to more adequately handle the number of orders we are receiving.

 

Most importantly, we will respond more quickly and proactively to any problems with customer orders to keep our customers more informed and help prevent A-z guarantee claims.

 

In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

 

In evaluating our selling practices, we found a mistake in our inventory upload file.

 

Our Plan of Action:

 

Our inventory file has been reviewed. All misclassified condition items have been re-categorized to follow Amazon’s Condition Guidelines. The entire inventory has been deleted from the Marketplace to reflect all changes.

 

All of our vendors’ inventory will be reviewed before adding to our inventory. Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.

 

 

10.回复买家不及时、产品损坏、加退换货时间太长收到A-TO-Z，被冻结账户申诉模板

 

Dear Seller Performance Team,

 

Thank you for your concern about our account. Before receiving the performance review notification, we were exactly working with the customers to resolve their problems.

 

We firmly believe that we’re not only providing the product but also the customer service.

 

Firstly, we’re very sorry about our negligence of packaging, and the incaution of carrying and transporting by logistics company which result in defective working condition of one item, we had to ship the replacement but had the customer waiting more time for delivery, they are kind but we are sorry.

 

Secondly, the incaution of testing and checking up by the tester in factory result in missing indicator light covers of one item, which in normal working condition but give customer defective impression of the product, we had contact with the customer and shipped the missing element, and sorry to bring him inconvenience.

 

These are our faults due to the lack of strict management of the product and service providers.

 

Thirdly, we’re new to Amazon selling and lack of familiarity with the rules and message system using, which result in missing timely response to 4 messages from the buyers on our months ago arranged long holiday, it was supposed the messages would notice timely on mobile phone email system to us but it didn’t work, we promise this would never ever happen again to the customers.

 

We would like to earnestly beg your consideration about the feedback of other items received by other buyers, some of them had left positive feedback and reviews to the product and admired our customer service. We promise to provide customers both good products and good customer service.

 

If we have the chance to continue selling on Amazon, we will do as follows:

 

1. We will ask the factory to execute stricter checking up and testing process for our products, and request every confirmation and signature of testing result for every product from the tester in the factory. We self will execute a sampling check for different production batch and regular visits to the production line of the factory every week. Make sure we ship out every item in integral and good working conditions.

 

2. We will ask the factory to package with stronger crash proof and shockproof measures, like filling in the blanks with proof foam and wrapping up with hard carton. Change the logistics service provider with a better transporting service.

 

3. We will keep login in the Amazon seller center on PC and check out buyer message at least three times a day, to ensure prompt response to the customer with 12 hours. And passionately handle any queries or complaints or product issues from every customer, will keep notice customers forwardly for the tracking information of the transporting package. To improve the customer experience by the pre-sale, in-sale, after-sale process.

 

We write this sincerely and will try our best to provide good products and customer service on Amazon. Meanwhile, we sincerely hope the Amazon team will give serious consideration and give us a new chance. This is not only a chance but also hope to us, we eagerly hope we can further develop our undertaking here. Look forward to hearing from your reply. Thank you very much.

 

Best Regards,

 

XXX

 

 

11.产品图片与描述和实物不符、客服未及时解决问题收到A-TO-Z被移除销售权申诉模板

 

Dear Amazon Performance Team,

 

We understand that recently our performance as a seller on http://Amazon.com has fallen below both Amazon’s and our own standards of quality.

 

I believe it is mainly because of the inadequate communication that we have recently seen two A-TO-Z guarantee claims which have resulted in our ODR exceeding the performance target of <1%.

 

Unfortunately, we changed the Listings Status to be Inactive from xx/xx, xxxx to xx/xx/xxxx because of a long vacation, obviously, the two complaints are a nightmare during the period without order.

 

Plan of Action: We are taking the following steps to improve our performance:

 

1. Review all of the products to make sure that the pictures and descriptions are accurately match our products.

 

2. Most importantly, we will complete the investigation more quickly and proactively（within12 hours） to any problems with customer orders to keep our customers more informed and help prevent A-TO-Z guarantee claims as much as possible, then a replacement or a full refund will be done within 24 hours

 

3. In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

 

Best Regards,

 

XXX

 

 

12.新账户被亚马逊封号时向亚马逊官方来解释情况，进而获得回复新账号的机会，申诉模板1

 

Dear Amazon Performance Team,

 

I understand that recently our performance as a seller on http://Amazon.com has fallen below both Amazon’s and our own standards of quality. I believe there are two main reasons this has happened

 

Disorganization in our inventory management has resulted in late shipments and, even worse, unavailable items.

 

When late shipments and unavailable items have occurred our response to has been too slow and communication with customers has not been adequate.

 

I believe it is mainly because of the inadequate communication that we have recently seen an increase in customer A-z guarantee claims which has resulted in our order defect rate exceeding the performance target of <1%.

 

Plan of Action: We are taking the following steps to improve our performance:

 

Improve inventory control by reducing the number of items offered until we have systems in place to more adequately handle the number of orders we are receiving.

 

Most importantly, we will respond more quickly and proactively to any problems with customer orders to keep our customers more informed and help prevent A-z guarantee claims.

 

In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

 

In evaluating our selling practices, we found a mistake in our inventor upload file.

 

Our Plan of Action:

 

Our inventory file has been reviewed. All misclassification condition items have been re-categorized to follow Amazon’s Condition Guidelines. The entire inventory has been deleted from the Marketplace to reflect all changes. All of our vendors’ inventory will be reviewed before adding to our inventory. Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.

13.新账户被亚马逊封号时向亚马逊官方来解释情况，进而获得回复新账号的机会，申诉模板2

 

Dear Amazon Performance Team,

 

We are contacting you regarding our seller account suspension. We realize the delays in shipping orders have not complied with Amazon’s performance target of less than 4%, nor our target of less than 2%.

 

We have reviewed our fulfillment procedures and have determined the two areas that need to be addressed: Shipment Creation and Inventory Availability.

 

We realize we needed additional support for managing fulfillment for our Amazon orders. To achieve our goal of more than 98% on-time shipping we have added additional staff to support the salesperson in our retail store who handles Amazon fulfillment. This will allow us to have packages prepared and ready to ship more efficiently.

 

To address inventory availability issues we have consolidated our Amazon inventory into one location to speed shipment creation. Having all Amazon inventory at one location will eliminate delays in getting product out by the Expected Ship Date.

 

Thank you for considering this appeal.

 

xxx

 

 

14.包裹显示妥投，客户没收到货，开了A-Z 和信用卡拒付申诉模板

 

Dear Amazon Performance Team,

 

We are contacting you regarding our seller account suspension.

 

I understand that recently our performance has fallen below Amazon’s target. After checking our ODR, we find that the main reason that causes A TO Z claims and chargebacks is that buyer claim they did not receive the package, while the tracking number shows it was delivered. A high ODR rate is caused by bad logistic service.

 

Steps we have taken and will continue to take:

 

1, we have changed our logistics company, we have found a better efficiency logistics company to offer better service, we will ensure every customer can receive their package.

 

2, We will use FBA to fulfill part of our orders.

 

3, We have and will continue to offer great purchase experience to the customers.

 

4, We have checked all the products we’ve been sold and removed the product that may have problems, we will continue to do this to offer the best service to the customer

 

5. Improving our service level;

 

1. Answer the customer’s message within 24 hours.

 

b.Reply to the buyer’s inquiry as soon as possible. Try our best to meet the buyer’s needs.

 

c.For negative feedback, be patient to contact the customer, figure out a good solution, and keep in touch with the customer.

 

d.After-sale service, support what we can do to help the customer to remove doubts about our product.

 

e.Upgrading our operating level and taking a more professional attitude. Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.

 

Best regards,

 

Xxxx

 

15.ODR超标导致亚马逊账号被冻结，申诉模板1

 

Dear Amazon Seller Performance Team,

 

We understand that recently our performance as a seller on Amazon, com has fallen below both Amazon’s and our own standards of quality.

 

I believe it is mainly because of the inadequate communication that we have recently seen two A-Z guarantee claims which have resulted in our ODR exceeding the performance target of<1%.< span=””>

 

Unfortunately, we changed the Listings Status to be Inactive from 23/01/2014 to 06/02/2014 because of a long vacation, obviously, the two complaints are a nightmare during the period without order.

 

Plan of Action: We are taking the following steps to improve our performance:

 

1. Review an 11 of products to make sure that the pictures and descriptions accurately match with our products.

 

2. Most importantly, we will complete the investigation more quickly and proactively (within12 hours) to any problems with customer orders to keep our customers more informed and help prevent A~z guarantee claims as much as possible, then a replacement or a full refund will be one within 24 hours

 

3. In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

 

 

16.ODR超标导致亚马逊账号被冻结，申诉模板2

 

Dear Amazon Seller Performance Team,

 

Recently many cases of returned purchase appeared in the store, more seriously, it was 2 claims of A-to-Z, these problems have directly reduced the store’s index into such an extent that it would not be accepted by Amazon, I have read all the customer’s message earnestly, and has deeply remembered what all the customers are disappointed with or not satisfied with;

 

1. The main reason for these problems was the slackness in our test departments’ work recently, without quality awareness, and they didn’t strictly operate according to the testing process regulated by the company, which was our serious dereliction of duty, and it has brought about bad shopping experience for customers.

 

2. When a number of returns occurred, we failed to think about the causes, did not pay attention to the real reasons for customer’s returns, or communicated with customers time to find out the reasons, did not find out where the problems on products were; for those products disappointing customers we weren’t able to feedback to our factory in time, to our engineer’s team, so as to analyze the reasons for these problems, to improve the technology, which was our serious dereliction of duty, we should be responsible for these, and now we regret deeply for what we have done, we are sorry for having given customers worse shopping experience.

 

3 After the emergence of problems, we weren’t able to communicate with customers timely, or to solve the customer’s problem timely, to reply to customers’ emails timely, or to contact customers the first time, all these have impressed customers that their problems weren’t valued, this was the breach of duty in our customer service, we didn’t implement the principle that puts customer’s good shopping experience at the first place and consider the problems on the stand of customers.

 

4. Recently, with the increase in order quantity, the company’s ERP system has broken down, resulting in that the recent orders’ tracking number can’t be uploaded and updated timely, further to bring about the decline in tracking information index; we couldn’t make customers see their own order information in time, which not only decreased the customer’s excellent experience but also increased the refund rate.

 

5. Because the goods are delivered artificially, the delayed arrival also occurred in special circumstances, or the arrival time of goods that the customer required was proper, which also led to the returns and customer complaints and the store’s indicators decreased.

 

6. The product was not described in enough detail, the details were not clearly described, which led to that the details of product failed to meet customer requirements after purchase and made a decrease in customer’s experience. This was our operation problem; we didn’t discover the problems and increase the description of the product in detail in a timely, to make users clearly know the products’ all parameters and performance and to shop clearly. In a word, these are our responsibility and we weren’t able to thoroughly understand the rules of the Amazon, didn’t operate according to the requirement, which has brought very serious consequences; we have already known the serious problems, and regulated this as an important event in our company in a year, and made staff reflect and examine their mistakes.

 

we unified the following improvement project:

 

1. For the quality testing department, the important part of the company, one of the most important department, you need to inspect each product strictly, the simple sampling inspection is not adequate, every detail of the product should be detected, all performance of the product should be tested, including product color, size, texture and the parameters of the inside; set strict demands on yourselves, to make sure that every order is perfect without any quality problems; test the quality from the customer’s point of view, continuously pursue the perfect, there is no best only better. Endow the customers with a perfect experience.

 

2. For the returns of goods, we must attach importance to them, timely communicate with customers and discover the causes, take effective measures, actively meet customer’s requirements, feedback to the factory, improve the technology cooperating with the factory, improve product performance and strangle the source of problems; for the repeated returns of the same product in a period of time, we should temporarily stop selling the product until the problem is found and understood and solved, and sell it once again.

 

3. We have established a specific customer service team, and each performs its own functions; customer service team is responsible for customer’s mail, communicating with customers at the first time, understanding customer’s ideas, timely responding to customer’s problems, actively and positively communicating with customers, and putting the customer’s problem on the first place. We must answer the customer’s question for the first time.

 

4. For the problem of the system. Of course, this is our own responsibility, we have established a team of logistics information and ordered a set of advanced ERP system, discarded the original system of low-level intelligence, to the timely upload order number, tracking number information, inform customer’s logistics information in the first time, and remind customers of the approximate arrival time. The double insurance of artificial and intelligent systems is a strong guarantee for shopping, to ensure not too mit the filling of tracking information of every customer’s orders, to add security for the customer shopping experience.

 

5. For the products delivered artificially, which failed to satisfy the needs of customer’s arrival time, we have decided to increase the proportion of FBA, and tried to carry more than 85% of products by FBA, FBA service can promote the user’s shopping experience, and improve the product sales as well, this is a very excellent service, our ultimate target is 100% FBA.

 

6. Description for product details, we will rectify all the products in the shop, audit each link, carefully read the customer’s opinion and the suggestion, the parameter and the performance of products, including some subtle things will be described, to ensure that all the parameters and performance are transparent and the customer can shop clearly; never mislead customers to buy products that they don’t need; we should confirm products of customers and let customers verify their truly needed products before delivery, which can avoid the wrong delivery and add customer shopping experience.

 

We have actively communicated with customers, positively responded to the customer’s requirements and adopted the customers’ opinions, and obtained the customer’s understanding, I really cherish this opportunity of representation, I am in deep remorse and self-accusation, I’m very confident in the credit of the Amazon platform, meanwhile, we are very confident to be able to meet the requirements of the Amazon, I hope that Amazon team could give me the opportunity of sales again, I will cherish this hard-won opportunity, and sell the high-quality products, and we have also registered the American brands on the platform, now in the period of the public show.

 

In the future we will establish our company’s own brand, this is our company’s future planning; we will strictly request ourselves, increase the investment in quality and the scientific research, to bring high-performance products and excellent customer service for customers, to create the perfect shopping experience for customers, I am looking forward to getting the opportunity of sales from the Amazon team once more.

 

Additional information

 

We have more than 4 years experience in foreign trade,We mainly sell on eBay and AliExpress

 

Currently ,We have a 20-person team of foreign trade, including professional customer service, purchasing and warehouse Management,Amazon it is a new platform for us,Due to incomplete understanding of the various policies, cause us to occur an of errors,We have organized all the staff together to learn the Amazon sales policy, please give us restore the right to sell the Amazon, We must strive to learn, effort to operate in strict accordance with the requirements in the Amazon, achieve good sales performance, to provide a good shopping environment for Amazon customer, we have made a shipment to FBA and find sales very good , then we will strengthen shipment to FBA, you can check our date later.

 

 

17.ODR超标导致亚马逊账号被冻结，申诉模板3

 

Dear Amazon seller support:

 

This is XXXXX writing to you.

 

 

Thank you so much for your concern of our account. We just received a notification that our selling privilege has been removed because of the order defect rate is above 1%. Before receiving the performance review notification, we were exactly working on improving our customer’s satisfaction while shopping in our store. We checked the Performance Metrics and noticed that our Order Defect Rate and Valid Tracking Rate did not meet the Amazon’s requirement.

 

Here are detailed reasons that we conclude from those problems and we would like to improve all the way on Amazon selling to satisfy our customer and service good products and communication:

 

 

1. There are some pasts confused our customer during their use.

 

 

2. A few orders were missed when shipping which makes customer wait long.

 

 

3. Product information needs to be updated in time for customers to choose their right product.

 

 

4. Customer service need to be more effective and in time for solving customers problems.

 

As we are a new seller on Amazon, we just sold our first item on XXXX-XX-XX and until today we sold XXX orders on Amazon. We thanks so much that Amazon can provide such chance for us to deliver customers good products.

 

And we are planning to provide more quality products on Amazon and drive our sales to $X,X00,000 a month with XXXXX orders, and grow 40-50% every month. However, we did not that familiar with how to meet the performance standard, to this point we acknowledge it is our fault.

 

We had updated details for listings and standards of customer service for our stuff and promise to try our best to serve customers well on Amazon if we can get the permission to sell again.

 

Would you please consider the account seller rating and the current rapidly increasing sales in our store? We never got negative feedback on our account and there are still items waiting to be shipped into FBA on **day, hope you could give us a chance to improve!

 

If we get the valuable selling chance on Amazon, we will do as follows:

 

 

1. Absolutely, we will learn through all the policies and rules about selling on your platform.

 

 

2. We will check the listings in our account to see if they provide enough information for customers to make their right decisions.

 

 

3. We will focus on awaiting shipment items to customers. Double-check to confirm customers will have their satisfied items.

 

 

4.Use FBA shipping service to give customers a good shipping service. Educate staff of our own warehouse to triple check awaiting shipping orders every day to confirm all the products will on their way to customers.

 

 

5. Find out order problems automatically and solve them with the customer within 24 hours. Any complaints or product issues we will solve them in a proper way within a day in favor of the customer’s right.

 

 

6. We will build up our own ERP to manage the running for Amazon selling. To control customer services and shipping services with accurate data.

 

Sincerely, we write this. We will try our best to provide our sales on Amazon.

We believe Amazon will give this issue serious consideration, and to us, there is a hope, a new chance for us! We will always provide good products and services to customers on Amazon selling.

 

Look forward to receive your reply.

Best regards

XXXX

 

 

18.客户受到损坏产品投诉，申诉模板

 

Dear Seller Performance Team,

 

Thank you for your concern about our account. Before receiving the performance review notification, we were exactly working with the customers to resolve their problems.

 

We firmly believe that we’re not only providing the product but also the customer service.

 

Firstly, we’re very sorry about our negligence of packaging, and the incaution of carrying and transporting by logistics company which result in defective working condition of one item, we had to ship the replacement but had the customer waiting more time for delivery, they are kind but we are sorry.

 

Secondly, the incaution of testing and checking up by the tester in factory result in missing indicator light covers of one item, which in normal working condition but give customer defective impression of the product, we had contact with the customer and shipped the missing element, and sorry to bring him inconvenience. These are our faults due to the lack of strict management of the product and service providers.

 

Thirdly, we’re new to Amazon selling and lack of familiarity with the rules and message system using, which result in missing timely response to 4 messages from the buyers on our months ago arranged long holiday, it was supposed the messages would notice timely on mobile phone email system to us but it didn’t work, we promise this would never ever happen again to the customers.

 

We would like to earnestly beg your consideration about the feedback of other items received by other buyers, some of them had left positive feedback and reviews to the product and admired our customer service. We promise to provide customers both good products and good customer service.

 

If we have the chance to continue selling on Amazon, we will do as follows:

 

1. We will ask the factory to execute stricter checking up and testing process for our products, and request every confirmation and signature of testing result for every product from the tester in the factory. We self will execute a sampling check for different production batch and regular visits to the production line of the factory every week. Make sure we ship out every item in integral and good working conditions.

 

2. We will ask the factory to package with stronger crash proof and shockproof measures, like filling in the blanks with proof foam and wrapping up with hard carton. Change the logistics service provider with better transporting service.

 

3. We will keep logging in the Amazon seller center on PC and check up the buyer message at least three times a day, to ensure prompt response to the customer with 12 hours. And passionately handle any queries or complaints or product issues from every customer, will keep notice customers forwardly for the tracking information of the transporting package. To improve the customer experience by the pre-sale, in-sale, after-sale process.

 

We write this sincerely and will try our best to provide good products and customer service on Amazon. Meanwhile, we sincerely hope the Amazon team will give serious consideration and give us a new chance. This is not only a chance but also hope to us, we eagerly hope we can further develop our undertaking here. Look forward to hearing from your reply. Thank you very much.

 

Best Regards,

 

XXX

 

 

 

19.账户因刷单被关闭，申诉模板

 

因刷单关闭账户申诉时，必须提供刷单统计表格、刷单方买家账户资料或者联系方式

 

Dear amazon seller performance team,

 

Thank you for providing the requested information.

 

Carefully internal investigation has finished and gets a clear idea of the entire scenario of this issue

 

During this time, a comprehensive summary on the paper is made as required:

 

–Main methods have used to obtain Customer Reviews that are prohibited by Amazon policies:

 

1. The whole process is responsible by a new rookie who lacking Amazon policy, as we all know, peak season has come, all staffs are full of enthusiasm about increase sales and get hefty commissions from sales, so this staff came up with the idea himself –take advantage of the third party to promote new offers and leave positive reviews to attract customers to purchase from my wen store.

 

2. Main methods: surfing the web for searching the third party which can provide this service: leave positive reviews for new offers, after receiving an appropriate response, and then this staff agrees to cooperate with them. This company organizing others purchases items from our amazon online store and then leave 5-star rate reviews for each order, on the other hand, this staff corresponding fee at the same time (use my account balance to pay the handling fee).

 

3. And now due to amazon has suspended my seller account, he was afraid to be punished, so leave my company so silent and it is dreadful for my company. But what was far worse than losing a lot of money was amazon suspended my account.

 

4. This new staff manipulates product reviews for this item: ASIN: XXXXXXXXXXX and end up with a total of 26 reviews (some reviews have been removed by Amazon and now only 9 prohibited reviews still on your site).

 

5. I am already in a tight corner and can’t move anymore, so I’ve called the police for help to trace this fraudulent person and prevent them from deceiving other sellers.

 

6. I know that fraudulent use of seller ratings, feedback, and customer reviews: manipulating ratings, feedback, and product reviews are prohibited. And buyers may puzzle by an inauthentic product review and then led to a bad shopping experience on your site. Please allow me to say sorry again.

 

Contact information (name, email address, website, etc.) for any third parties we engaged to obtain prohibited reviews:

 

1. Misfortunes never come singly: The third party company had run away-just disappear! No matter how I try to contact them via email or via phone repeated a thousand times, kept hearing a roar in our ears “Hello, you dial the phone number is empty, please check and then dialing”, We traveled to the address he left and find this house empty.

 

2. Through carefully review the Browsing History find this third party’s information, just use online chats by Tencent Instant Messenger, so we have tried to contact them by live chat, but no response, details of contacts as follow：

 

(Use an) assumed name: XXXX

 

Tencent Instant Messenger account:qq号

 

Email address：qq邮箱@http://qq.com

 

Website: http://XXXX.com

 

Receipts account name (Alipay): 某某网站的名字

 

— Customer accounts of third party used to post prohibit reviews:

 

I make an Excel which includes the detailed contact data (order ID, ASINs, review link, etc.) posted from third parties (attached for your reference).

 

— All unauthorized reviews, which are still on the Amazon site:

 

1. So great. I already have this set of shoe polish, I’m so tired of using an old toothbrush in polishing my shoes.

 

2. Nice little set! my son has to shine he shoes every week and these brushes worked great and got the job done

 

3. These shoes brush set is nice I like that it comes with three different brush sizes the two brushes have synthetic regular bristles and the other one has this bristles that are made from rubber this three brushes have different uses and it also comes with a nice soft cloth every time I use this brushes It always meets my need it works great and I’m happy with it.

 

4. These shine the dress shoe loafers right up. Makes them last a lot longer and looks nice throughout the life of the shoes. Works

 

5. I’ve used those quick shine types in the market and it works for me especially when I’m in a hurry. But I decided to buy this for long term use. I bought this to use not only for our shoes but for other leather material. It does do the job. I used the small brush for small items. The horsehair is smooth so you know it’s not scratching your precious leather bag or shoes. Great deal with this kit.

 

6. Finally !!!! Found a really really nice shoe shine brush. I’m so impressed with the excellent quality of brushes. Highly recommended.

 

7. these are of very good quality. love is a set and will be given as a gift. some of the best I have seen.

 

8. I’ve started Christmas shopping and this is a perfect gift for my brother and I’m please I purchased it. I truly believe the rube will be happy with it because I was. The brushes are well made, the wood is nice and the bristles are actually really soft. This kit comes with three brushes and a rag so it is perfect. I’m glad I purchased and I truly believe this kit is perfect

 

9. Nice little set! my son has to shine his shoes every week and these brushes worked great and got the job done.

 

— Receipts from the third party confirming we have used their service:

 

please see transfer voucher in the annex.

 

–The actions we have taken to avoid manipulation of comments within my company and how we will prevent future violations.

 

1) We have written a paperwork file announcement and had a meeting to all our staff that review manipulation is not allowed, anyone who does review manipulation or break this rule will be punished without hesitation. And we have established a department that will be in charge of monitoring and preventing it happen again in the future.

 

2) Have arranged 3 trusted professionals to handle my seller account to make sure every step is to meet Amazon standards and training the relation people to prevent a similar issue happen again.

 

3) Promote and popularize new products with official recommendation methods includes create Sponsored Products, promotions, and lighting deals, never to get reviews or feedback by free riding.

 

4) We will refuse all third parties who will contact us mention review manipulation. Don’t give them any chance but do better quality items and better service, even if top reviewers or friends.

 

5) Check every single listing if there is an unusual increase of review quantity, if there is, we will stop immediately. Learn a new policy from Amazon to prevent all unnecessary mistakes happen.

 

6) Participate in the Early Reviewer Program when we want to get reviews for newly-launched products instead of buy reviews from third parties (It’s a bad case of disobeying the rule.).

 

7) Use “The Enhanced Brand Content (EBC)” function. Using this tool, you can describe your product features in a different way by including a unique brand story, enhanced images, and text placements. Adding EBC to my product detail pages can result in higher conversion rates, increased traffic, and increased sales and can assist the customer in understanding the product thus attract customers.

 

8) We’ve checked all emails from buyers to avoid our staff to contact any person and then send free samples to collect reviews. Mistakes should be corrected as soon as detected.

 

9) We were checking all promotions on websites including our own website and another discount website, refuse free or big promotions in exchange reviews, as soon as we found this we will stop immediately.

 

10) Never ask a family members or employee to post a review of the product or a competitor’s product.

 

11) We’ve stopped posting any promotion activities on any of my social networks such as Facebook, twitters.

 

12) Aimed to provide high-quality goods, client paramount, we still have faith that inexpensive high-quality products and efficient service well received by the customer, and they will leave positive reviews if they are entirely happy with our items, we believe that buyers who have already purchased our items to share their authentic experience through reviews can lead to an increase in page views and ultimately sales.

 

13) For the continued perfection of our products detail pages information, excellent English major translators have been hired for items detail information translation to make sure every detail is correct, full compliance with amazon ASIN creation policy and professionally described on Amazon, which can be more understandable for customers and can further improve customers’ satisfaction, it could help us winning client kudos and market share.

 

14) We will continue to use FBA service for all of our listings on your site to make sure every parcel arrived in time; item shipping and customer service settlement are handled by amazon so can eliminate a lot of problems. And now more than 1000pcs goods on passage.

 

15) Ensure every order shipped on time and tracking information timely query, send email to every customer ask them whether or not satisfied with our items and service and if they are willing to leave a feedback or review for us, try our best raise persistently clients’ satisfaction, trust, and reliance on our products and services.

 

16) We have checked all feedback, products review, and complaints from our customers, contact them to resolve their question if they are unhappy with this shopping experience. We promise them that all orders enjoy open-ended after-sale service the same supreme service, I think each consumer can shop with confidence.

 

17) Send a special person stationed in the factory to supervise the processing flow in real-time, and test products quality to ensure every item meet the quality standard, make our customers shopping to ease, continue to win by quality, reputation first, customer supreme service tenet in exchange for more praise reviews.

 

18) Ask every email and complaint that must be answered within the setting time(less than 12h) by our English Customer Support Team, try our best to solve the problems in time, and provide them with good service, thereby get the nod from our customer.

 

Please allow me to say sorry again. I will strictly obey Amazon’s policy. I sincerely hope Amazon can give me a chance to make amends, please I beg you reinstate my account.

 

If you need any additional information, please do not hesitate to contact me! I’m ensuring that I’ll provide active coordination and assistance for your review. Thanks a million.

 

Have a nice day!

 

Sincerely,

 

Almost Done

 

 

20.被投诉专利侵权，核实专利内容后，认为自己产品与专利人专利有区别，申诉成功模板借鉴

 

Dear amazon seller performance team,

 

Thank you for providing me with the opportunity to appeal my listing removal due to a design right complaint.I understand that Amazon takes complaints about violations of Intellectual Property rights very seriously and I would like to share with you my Plan of Action in which explains what I have done to prove I am not infringing on any intellectual property rights and what I will do to prevent similar complaints in the future.

 

– Why do I think the design patent infringement complaint is invalid?

 

It is necessary to state the policy warning received on March 5th before the explanation.ASIN: BXXXXXXXX Infringement type:patent number:USD 517,789 Complaint ID:XXXXXXX I have checked the patent detail on USPTO, and realized it is a design right of summer shoes. You can check the details from the USD517789 attached.

 

Here is the product we sell (ASIN: BXXXXXXXXX), and I think it is unreasonable to complain. There are at least 5 significant differences between the product (ASIN: BXXXXXXXXX)and the design patent (USD 517,789)1. The top part of the shoe does not have a hollow design;2. The shape and quantity of hollowing on the side of the shoes are different;3. The shape and quantity of hollowing on the top of the shoes are different;4. There is no hollowing on the shoelace;5. The connection between the heel and the front part of the shoes is different; – What have we done after received the complaints?

 

* I have contacted the rights owner xxxxx to let her know that their company has mistakenly reported my listing and I have asked them to send a retraction notice to Amazon as soon as possible.

 

* I have carefully reviewed my entire Amazon account and inventory to make sure that my listings are fully compliant with the Amazon policies and guidelines, especially the ones regarding intellectual property and design rights.

 

– What’s more, in the future:

 

* Before listing any new products for sale on Amazon, I will verify that the products or listings do not violate anyone’s intellectual property or design right.

 

* I will regularly read and re-read the Amazon guidelines and policies to make sure that I am not in violation of any of the rules. Also, I will monitor all changes of the policies or any applicable laws, which could affect me or my account and react proactively. We never have the intention to infringe on the design patent of others. We did a lot of research before listing the product and found no evidence of patent applications on similar shoes. What’s more, our supplier designed and sold this product since 2018. It is really hard to say we infringed the design patent of others. We cherish the opportunity of selling on Amazon very much and the listing of ASIN: BXXXXXXXXX really means a lot to us. Please investigate this matter carefully and reinstate our sales of ASIN BXXXXXXXXX.

 

I greatly appreciate your help and look forward to hearing from you.

 

 

21.产品图片与描述和实物不符

 

Dear Amazon Seller Performance Team,

 

We understand that recently our performance as a seller on http://Amazon.com has fallen below both Amazon’s and our own standards of quality.

 

I believe it is mainly because of the inadequate communication that we have recently seen two negative reviews which have resulted in our ODR exceeding the performance target of<1%.< span=””>

 

Unfortunately, we changed the Listings Status to be Inactive from xx/xx/xxxx to xx/xx/xxxx because of a long vacation, obviously, the two complaints are a nightmare during the period without order.

 

Plan of Action: We are taking the following steps to improve our performance:

 

1. Review all of the products to make sure that the pictures and descriptions are accurately match our products.

 

2. Most importantly, we will complete the investigation more quickly and proactively（within12 hours） to any problems with customer orders to keep our customers more informed and help prevent such circumstances as much as possible, then a replacement or a full refund will be done within 24 hours

 

3. In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

 

 

22.亚马逊Listing被误认为是农药，申诉模板：

 

Dear Seller Performance Team，

 

Thank you for your prompt reply and kindly help. We highly cherish the selling opportunity on Amazon. We never have encountered similar “Used Sold as New” complaints before. In fact, this is the only case since we sold them on Amazon. Amazon sets out the highest standards towards product quality and customer satisfaction and that is also what we are working for.

 

We guarantee that a similar problem will not happen again. We sincerely hope that Amazon can give us an opportunity to resell the products on Amazon again. According to Amazon’s suggestions. we have made a complete and thorough investigation, which is not only to solve the issue. but also to prevent it from happening again in the future. Below are the issues and a concise and detailed plan of our action:

 

Issues:

 

We have checked all the previous emails, product reviews, and feedbacks immediately regarding this problem from the shelf date. but do not found any complaints about “Used Sold as New”, Through our careful analysis and research. we think there are the 2 main reasons that caused this problem.

 

1. Since the products, we sent out are without a very Sturdy box, from china to American amazon’s warehouse almost cost 20 days via UPS. the parcel goes through many couriers, mouse pad platform or its package may destroy during the delivery, customers think those platforms are second hands or used product.

 

2. Since the return, according to amazon policy, customers could return our platform in a month. We just think someone order but find it may not fit their table well. they may use the platform one time or twice.since it needs to screws to the desk. any operation by mistake may destroy mouse pad platform or left scratches on its surface. They return to amazon warehouse and amazon thinks it is sellable. So once other customers get this “problem” platform. they may complain”why I got a used product”

 

Actions

 

1. Compensate customers

 

Please be assured that we will be responsible for our mutual customers definitely for this inconvenience and lost

 

(1) According to the customer’s requirement, we need to returned full refund

 

(2) We must contact with all the other customers who ordered the product and confirmed whether they have the similar problem. If some customers also have, we will give them a satisfied solution as soon as possible.

 

We are willing to return the customers a full refund or resend new products in order to express our sincere apologies. If the customers are willing to have a replacement. we will resend a new product with a durable packaging to our customer immediately.

 

Before the shipment, we will carefully check the product and test it indeed work well. Besides, we guarantee that the replacements customers receive will be in good condition with the new durable packaging. Please be assured that we will be responsible for our mutual customers definitely for this inconvenience and lost,

 

2. Replenish product instruction.

 

(1) We need to provide a more detailed website description regarding the instructions and notes for the use of the products and the related Product Quality Certificate.

 

(2) We will put a more detailed instruction in the products in order to reduce the customers’ complaints due to the subjective reasons

 

3. Redesign the products

 

(1) We have reported the problem to our supplier immediately. They will be redesigned to fit well for more tables. All the products will be checked by professional QC team. The supplier organized a professional QC team by 3 employees in order to prevent a similar problem from happening again

 

(2) We also organized a special QC team by 3 employees to carefully inspect our products one by one in order to check whether the products have other potential problems

 

(3) Besides, we have strictly checked and tested our other similar products. What we do is to make sure that all our products are new and functional. We can guarantee that all our products meet the regulation on Amazon. Amazon sets out the highest standards towards product quality and customer satisfaction and that is also what we are working for

 

4. Strictly check the products before entering the warehouse and shipment.

 

Enhancing warehouse-out inspection is what we need to do. We have carefully checked the products before entering the warehouse and shipment. For example, the packaging, product appearance, quantity, and functional testing, etc.

 

If the products are not qualified. we will return the products to our supplier immediately and won’t send them to our mutual customers. What we do is to make sure that the products received by customers are fully functional and safe.

 

5. Using Sturdy box

 

Make sure customers get no damage products, mark “Fragile” on the box and ask more UPS more carefully

 

6. Improve our service.

 

(1) On one hand, customer service training on all aspects of product knowledge, familiar with the company’s products, each link improvement. improve the effectiveness of the page description. Have a better product page updating system.

 

(2) On the other hand, we will check our emails. feedback and product review timely. Besides. we will send the emails to our mutual customers regularly in order to timely get their feedback regarding our products and service.

 

Once we receive the inquiry and complaint from our customers, we will try our

 

best to reply them within 12 hours, conscientiously analyze the causes of the problem, and provide our customers with a satisfied solution as soon as possible. We guarantee that a similar problem will not happen again.

 

(3) In order to provide our mutual customers with a better shopping experience, we guarantee that we will help them exchange the products for free under 1-year warranty.

 

7. Carefully learn and strictly obey Amazon’s policy.

 

We have carefully learned “Prohibited Seller Activities and Actions”, Product Detail Page Rules”, and “Condition Guidelines”ete. Meanwhile. we will strictly obey Amazon’s policy. We guarantee that a similar problem will not happen again. We sincerely hope that you can give us an opportunity again and we will use our actual action to reciprocate our customers’ trust in us. We have confidence to do it better! Please let us know once you have received this email or if you have any further information you want us to provide.

 

Looking forward to hearing from you soon.

 

XXXX

 

注意：这些模板只是提供给你一个申诉思路，生搬硬套是不会真实的表达出一个 人的真情实感的。

所以不要直接摘抄，直接模仿，你的邮件内容反映出来的内容 必须是真诚、诚恳、有说服力的，制定的计划必须是切实可靠的，邮件不必太长，一个人的接受能力有限，亚马逊工作人员也是，所以懂得什么是重点很重要。一个账号从注册开通到成长再到稳定，是一个漫长曲折的过程，作为卖家都应该知道，Amazon 平台是一个倡导诚信经营的网站，任何一个小的操作不当都有可能导致账号夭折。

 

亚马逊客服待回复的时间不会太长，一般2 天之内就会有回复；如果收到的回复是处理方案不完整，那就继续补充完善方案；如果亚马逊要求你重新修改行动计划， 可能需要3周之后才能得到回复；要是超过7 天没有回复申诉邮件，可再发一次申诉。