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史上最全亚马逊申诉模板(一)

Amazon eugene 4周前 (07-07) 102次浏览 1个评论

史上最全亚马逊申诉模板(一)

不管你是亚马逊老鸟,还是亚马逊小白,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

这尼玛就像你玩斗地主,刚出个3,下家出王炸+四个2+顺子,直接被干翻,真是激

动的心,颤抖的手,郁闷一天,有木有!


Eugene哥决定放出我多年珍藏的有成功借鉴经验的亚马逊申诉模板,给大家备用。

外,特别提醒大家,一定不要照抄,根据自己店铺出现的问题,和实际原因进行借鉴

删改,如果有哪个憨批直接照抄,导致账户出现关联,或者其他问题,我—-拒绝负责

……ok?


还有杠精说,版本落后,词句不精确,我还是要提醒大家,只是给大家提供借鉴版本

去参考,酌情删改,如果自己写的好牛批,可以忽略这里的模板……ok?


下面放一张,我的惊悚申诉经历,反正一张图还没放满。

史上最全亚马逊申诉模板(一)

另外这些模板呢,我也准备好了分享给你,别问我为什么大方,因为我对你们爱的

深沉啊,比心哦,呕……

史上最全亚马逊申诉模板(一)

如有新模板,我会持续加入分享文件中


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;

a. 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


全文较长,分两段,记得点赞、评论、收藏哦。虽说Eugene哥不能让你的口袋叮叮当当,但是我会让你的脑子满满当当。记得关注我哦,如有话说,请点赞评论。


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  1. 神之右手2020-07-12 20:38 回复