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史上最全亚马逊邮件模板(二)—-店长推荐

Amazon eugene 4周前 (07-07) 95次浏览 0个评论

亚马逊运营邮件百套模板第二发,店长强烈推荐,接上篇文章史上最全亚马逊邮件模板(一)—-店长推荐,今天 po 出亚马逊索评、亚马逊申诉、亚马逊寻求卖家支持邮件模板。


史上最全亚马逊邮件模板(二)—-店长推荐


亚马逊 Feedback、Review 有关模板


1、亚马逊索要好评模板

模板 1:

Dear xxx,

Thank you for your business and purchase. We  email you to know whether products you bought in our store–xxx– meets your demands.

Your order in Amazon

xxx

We has  been working assiduously in hope of providing our customers high-quality products and best services. If the product isn’t what  expected before, please never hesitate to contact us, we will give priority to offering solutions to your situation.

Rather, if it is true that our products and service make you satisfactory, we sincerely hope you can leave us feedback by clicking on the following  link:

xxxxxxx

Meanwhile, we hope, if possible, you can share with us your usage experience on the  product reviews, which certainly would  of great significance  and benefits in product quality enhancement and service improvement.

xxxxx

Thanks so much for your kind help.

xxx Customer Service Team


模板 1:

Dear xxx

Thanks so much for your feedback and feel so happy you enjoy this product.

Rather, if it is true that our products and services make you satisfactory, we sincerely hope you can leave us a product review on the product ,(you can also simply copy your feedback as product review)

which certainly would be of great significance and benefits in product quality enhancement and service improvement.

xxx

Thanks so much for your kind help.

Looking forward to more cooperation in the future.

xxx Customer Service Team


2、亚马逊移除差评模板–Feedback 篇

主旨的部份尽量语气直接用字简明,让买家收到时再收信匣的预览界面就可以一目了然。再来是内容的部份,以下是请买家提供 SKU / ASIN 来做查询,可以依照您的需求来做内容调整。首先都是要先表达歉意,以及还有愿意积极处理的诚意,最后再表达由衷地感谢给予改进的机会。(以下为参考模板)

电邮主旨:Regarding your AMAZON.COM order feedback with 店铺名称

Dear Customer,

You recently left us a negative feedback regarding your order placed with 店铺名称 on AMAZON.COM. We are sorry about the inconvenience.

Please kindly provide us with the SKU number under the bar code label on the item packaging or on the box or plastic wrapping the item was in. Please let us know exactly what’s the model of your device and we will look into this matter.

Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.

Sincerly yours

店铺名称 Customer Service Team


3、亚马逊移除差评模板–Review 篇

Dear Customer,

Thank you for your purchase and taking the time to write a product review. We are terribly sorry to hear the product you received is defective and would like to know if we can send you a free replacement or assist you with a refund.

Customer reviews is important to us and we value your response. All responses will be used to further improve the quality of our service and products.

Please let us know how we may assist you to resolve the issue you have experienced.

Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.

Sincerly yours

店铺名称 Customer Service Team


4、亚马逊产品售后邮件—产品是否原装

Dear

Thank you for you writing to us .

To be honest,this xxx controller is not original,it is totally new assembled and sealed.

Actually we make full test on each controller before shipment,it can work perfectly normally.

As you know,the price of original one is double or more than the new assembled one.

So we suggest you not return them now,you can try to use them when you received.

I believe you will like them.

You can tell me if you are not satisfied with them that time.

Any other help need ,please feel free to let us know.

Best regards

xxx


5、亚马逊教客户留 Review 和 feedback

教客人留 review

Please kindly follow these steps:

1. Go to http://www.amazon.com/your-account.

2, find your order then, leave a review

教客人留 feedback

1. Go to http://www.amazon.com/your-account.

2. Under “Personalization,” in the “Community” column, click “Seller Feedback Submitted By You.”

6、亚马逊教客户移除差评 Feedback

Do you receive our last e-mail?We already issued you full refund.

Please find the attached screen shot(附退款截图)

Is there any chance for you kindly help to remove the feedback you left ?

It will be greatly appreciated.:)

1.sign into your account

2.find your this order–your feedback on this order

3.remove your feedback

Thanks so much for your efforts.


7、亚马逊请求移除差评模板

Dear xxx,

I am xxx from xxx headset,colleague of xxx,she called you yesterday.

We are so grateful and happy to see you already  removed the feedback.

And we will resend you a totally new headset tomorrow.

Could you kindly please also help to remove the one star review ?

We really appreciate your help.

As a new seller, we still have a lot of things need to learn and improve.

Your kind help will help us to keep our seller account in safe condition.

Now our seller account was in danger now as some other store is competing with us spitefully lately.

We are still appealing with Amazon on this issue . We really need your help and support.

Thanks in advance and have a good day!

xxx


8、当客户不移除差评,联系亚马逊卖家支持

模板一:

Dear Amazon service team,

As attached you can see a feedback and review form order xxxx.

We write to beg you help to remove them as the y are unreasonable and unfair to us.

> As for the feedback:(more details.please find as attached)

The buyer mixed our two different items.

The one is XXXXX(ASIN:XXXXX),the other one is XXXXX(ASIN:XXXXX)

The buyer bought XXXXX,you bought it on Nov.17 with XXX GBP,it’s right. And we adjust the price of XXXX to to XXXXGBP three days ago since it is Black Friday and Christmas eve.

As you know,most of the seller made promotion during these days. We think it is allowed action.But you leave the review for our the other product XXXXX,it is wired,but the XXX you ordered is wireless.They are different. XXX is always XXX GBP  since we list it on our store.So we did not change price informally.

> As for the shipment,,we send our headset from HK only when the FBA stock is out of stock.

That is very few of order.We have been used your FBA service.and we will try our best to prepare more stock in Amazon ware house to avoid ship ourselves.

> As for the review,at first ,it is totally same as the feedback content.not refer any quality problem of our headset. In fact ,the headset she received is no problem.

But after i explained with the buyer on the fact that she has mixed our two different headsets.

She replied me ,(as attached e-mail) she will not revise the feedback and remove the review from XXX headset to XXX headset, to our surprise ,she changed the review content! She begin to say there is quality problem to our headset.

And we contact her to ask how she connect the headset ,no reply.Actually ,it is a good headset.

We are willing to refund her or resend her a new headset if she sticks to .no reply.

We feel guilty and apologize for the trouble and inconvenience we brought to you.

But as a new seller,we need a fair environment to grow up .

In fact,we have been trying our best to provide best service to our customers.

Our orders is not so many so far,any negative review and feedback is deadly shock to us.

Now our seller account was in danger now as some other store is competing with us spitefully lately.

We are still appealing with Amazon on this issue . We really need your help and support.

So we beg you help to check and remove the review and feedback to us.

Thanks in advance and have a good day!


模板二:

Dear Amazon service team,

As attached you can find part of e-mails we contacted with XXX.

At first, XXX leave us a negative feedback as the headset he received is defective.

And thanks to your help we find XXX’s contact information and contacted him at once.

We resend him a new headset and teach him how to use this headset in right way.

At last,he learned how to use the headset successfully and agreed on give us a positive review and feedback.

Now,he already rewrite us a positive feedback but don not know how to delete this bad review.

He left his good review to another store carelessly.

Please help him to remove this bad review.

Now our seller account was in danger now as some other store is competing with us spitefully lately.

We are still appealing with Amazon on this issue . We really need your help and support.

Thanks in advance and have a good day!

XXXX


模板三:

Dear Amazon service team,

As attached you can find is a bad review and screen shot on calling.

At first, XXX leave us a negative review as the headset he received is defective.

And thanks to your help we find his contact information and contacted him at once.

We resend him a new headset and teach him how to use this headset in right way.

At last,he learned how to use the headset successfully and agreed on give us a positive review .

He already agreed on give us a good review,but he is too busy to remove his bad review.

Please help to remove it .Or it will influence our account safety.

We really need your help and support.urgent.

Thanks in advance.

XXXXX


模板四:

Dear Amazon,

This is a product review,please help to remove.

Or it will have a bad influence to our store.

We contacted this buyer many times ,no rep.

ly.

Please help asap,urgent!

Thanks in advance.

XXXX


模板五:

Dear Amazon,

Please help to remove this false review,

http://www.amazon.com/XXX

The buyer said he contacted us and we never reply,totally lie,you can check the our seller account and you will see the

Buyer-Seller Contact Response Time in the last 90 days is 4 hours 39 minutes.so the total review is a lie and he may didn’t buy this product in our store as we can’t find his order ID.

Unfair and unreasonable,please review ,thank you.

XXXX


9、请写手写 review,沟通模板

Dear xxx,

Actually ,i didn’t receive your any review so far.

Now,please rewrite a review for me .

Here is the product link:

http://www.amazon.com/xxx

We use it for business promotion.

Requirements:

1.we need the key word “xxx “ appeared at least five times in your review

2.Professional tongue

3.Highlight our bullet point

4.It will be greatly appreciated if you could also help to put the review and our store link to some popular forum or website related .

Thanks so much for your help and hope we could see your review soon.

xxx


亚马逊申诉有关邮件模板—请不要照抄,容易导致账号关联被封


1、亚马逊 ATOZ 申诉模板–包裹显示妥投客户没收到货,客户开了 A-Z 和信用卡拒付

Dear Amazon,

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 cause A TO Z claims and charghebacks is that buyer claim they did not receive the package, while the?tracking number shows it was delivered. 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 the better service, we will ensure every customer can receive their package.

2, We will use FBA to fullfill 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 buyer’s needs.

c.For negative feedback, be patient to contact with 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,


2、亚马逊账户 ODR 过高被关账户申诉模板

模板一:

Dear Amazon Team,

Thank you for giving us a chance to state our detailed and plans about precise solutions regarding shipments. We will show you how we resolve this kind of problems in the future. Please investigate us because it is Amazon’s rights. We have a confidence in becoming a good seller when we avoid defects later.

1,Why our account is locked

   2,How to correct the problem

2.1…

    2.2,We will make a better inventory management to avoid the occurrence of any short supply.

   2.3,We will confirm dispatch every day and do our best to decrease the Late Dispatch Rate, improving our account performance to a large extent.

2.4,We will increase the ability to handle emergencies, such as power failure which can lead to no access to Internet.

2.5,We will …

 3,How to avoid this problem in the future

3.1,…

3.2,…

    3.3,We will inform customers of the latest delivery news so that they can know about the status of the items they buy. Moreover, we will …

3.4,As for the delivered but non-receipt items, we will communicate with customers positively and apologize to them first to acquire their forgiveness. Moreover, we will…

3.5,As a new seller who lacks selling experience on Amazon, we will …

3.6,We will spend much time on inventory management,…

3.7,We will choose FBA as our shipping delivery which can decrease the rate of complaints to a large extent. We will…

3.8,We are …

4,About our currency metrics

As for our currency metrics, we will obey all Amazon rules and regulations to build a healthy account. We will …

5,Our information:

   Thank you very much to give us a chance to show our detailed plans about how to prevent complaints and other problems. We will … We are looking forward to your news. We are happy to provide any other additional information as you request. Furthermore, may you have a good day.

Best Regards

模板二:

To whom it may concern,

We are contacting you regarding our seller account suspension. We realize the delays in

shipping orders has not complied with Amazon’s performance target of less than 4°〇, nor our

target of less than 2°〇.

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°〇 on-time shipping we have added additional staff to

support the sales person 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 wi 11

eliminate delays in getting product out by the Expected Ship Date.

Thank you for considering this appeal.


3、亚马逊账号被关申诉方法论

「 亚马逊账号被挂的主要原因 」

目前我所申诉回来的账号被挂的主要原因有以下几点:

1、账号表现差,例如 ODR 及各项指标超标,包括过高的订单缺陷率,发货延迟率过高,配送前取消率过高,有效追踪率过低等等。  

2、侵权,rightsowner complaints。

3、操控 review 和 feedback。

4、不合格的变体。

5、产品安全问题,无认证。

6、欧洲期中一个账号被关,连累其他账号一起被关。

7、卖假货,receivedcomplaints about the authenticity of your items。                                                                                            

8、Generic 问题。

还有很多被关的原因,以上是目前我因上述原因导致账号被挂而成功申诉回来的总结。另外,有一些奇葩的原因导致账号被挂,例如机器人扫到的问题,我也是遇到过的。

如果每一点要说历程,估计一个晚上都说不完。所以我主要讲大家最常遇到的账号被关的原因:侵权、卖假货。

「 侵权 」

You may no longer sell on Amazon.com because of rights owner complaints about items that infringe their intellectual property rights. Here are some examples of your Listings that may be inauthentic.

这种一般会有告诉你到底是侵权哪家了,让你去联系 right ower 的一方。

这种看似最严重的其实挽回的机会也很大。很明显知道谁在投诉你,找对方撤诉基本可以回来,那么这一点我不做详细解读,只要找到对方撤诉就好。我曾经被大嘴猴公司告至账号被挂,但是后面还是成功申诉回来。在语言表达上面,就看你怎么样去跟 right owner 去沟通,要看公司写邮件的这个人的情商和英文能力了。

还有一种就是:You may no longer sell on Amazon.com because of rights owner complaints about items that infringe their intellectual propertyrights. 这种是没有告诉你到底是哪个产品侵权,只是让你提供资料到 pq-review@amazon.com 邮箱进行申诉的。

这种就稍微麻烦一点,因为你根本不知道到底是哪个 Listing 侵权了。这一种就需要彻底全盘清查账号的所有 Listing,凡是打擦边球的都需要去一一排除。然后就你认为最可能侵权的去进行申诉,如果你不确定,可以直接回复邮件问,但是问之前最好自己心里有数,具体是哪个产品动了亚马逊的奶酪。

所以遇到这种情况,通常是账号的其中一个或是多个 Listing 有问题,一定要严格自查。当时我是一个一个去排除,发现店铺竟然出现有两个跟卖别人的产品,所以我就争取这两个跟卖的产品进行申诉,并且提供资料过去申诉就通过了。

「 卖假货 」

You currently may not sell on amazon.com becausewe received complaints about the authenticity of your items.

这种情形看似有回来的机会,但是了如果申诉信写得不对口,机会反而很渺茫。因为你不知道问题出在哪里,因为这个 authenticity 在亚马逊中定义太广。在这里归纳了一般有几种情况会出现这样的问题,有些原因会让你觉得莫名其秒:

1、有些账号开通没多久,出单了,货还没到客户手里,就收到这种邮件,那么很明显不是客户投诉你的。

2、还有一种可能就是真的客户在投诉你,你无查起,到底是投诉你是产品有问题了,还是卖假货了,这个 authenticity 的定义就比较广。

3、还有现在很多的卖家英语一般般,不会自己编辑方案,就会东拼西凑别人的 Listing,或是小卖家都没有请美工,抄别人的图片,这类情况都是会被归为这一类的问题中。

4、你产品的 ODR 过高,被亚马逊多次警告或是移除。这里指的是你单个产品的 ODR 过高,并非账号的表现。

5、你卖的产品并非你的名下品牌,或是代销,或是授权的。

6、你真的是在卖假货。

7、你账号有跟卖的情况(虽然有可能品牌的 right owner 没有向亚马逊投诉你),亚马逊在 review 你的账号,在旺季前亚马逊偶尔抽抽风。面对种情况,一般销售会一脸茫然,不知具体问题出在哪里。如果有人遇到这类情况,怎么写就要看公司人员的英语水平:思路很重要,思路很重要,思路很重要。

申诉很重要且需要很注意的一点就是:绝不能抄袭别人的邮件,可以参考别人的思路。因为现在随便百度一下,就是一些模版,记住千万不要抄袭,否则账号还会因此被关联。

「 申诉的思路举例 」

第一必须认知到自己的错误,根据我上面所提到的几点,针对自已的账号认真分析是属于哪一种情形承认错误。这个非常关键,如果你找不出你账号因为什么原因被怀疑 authenticity,那么写申诉邮件的第一步你就失败了,态度必须诚恳。

如果我申诉的账号情况是属于产品 ODR 过高导致的被怀疑 authenticity 且封账号,我首先需要做的就是查看整个 Listing 的所有 review,特别是三星和三星以下的。从这些 review 当中去把客户遇到的问题全部一一罗列再分捡出来。

Action:其次我把所有因为 ODR 过高的产品 FBA 库存全部移除,把这个 Listing 进行删除,操作完这些之后(这一步至关重要),接下来要做的是:

1、将所有陈列出来的问题:通过 review 找出来的 3 星或是 3 星以下的一个一个找出解决方法,必须是有效的解决方法,这个很关键。账号能不能回来,就看这一点的解决方案了。

2、这个是我自有品牌的,所以提供品牌证书,证明这个产品是我们公司的。

3、提供增值税发票,一定要增票,增票上根据邮件要求提供所有信息,增票上不全的,在邮件中补充或是提供一张购销合同。

4、说明 Listingproducts match the detail page 100%,match the detail page’s specification .

5、说明 complywith Amazon.com image and description compliance (产品图片是自己拍的,文案是自己做的;

6、说明会遵守亚马逊的各项规则,特别指出 authenticity 这条规则,在亚马逊的 policy 中找出这一条来详加说明

7、这个产品之前因为 ODR 问题被警告,计划和操作一致,先操作再计划,前面提到已经将 Listing 的 inventoryremoval 掉,不再销售,在这里提供一下 removal order ID,证明所有的被删除了(当然如果还想卖,后续再建 Listing,再重新销售,这个是后话)。一定要做到真正解决问题,而不是表面敷衍的写封邮件就可以了。

这个思种和解决方法我开回来了好几个账号。思路大致相同,不同的就是邮件的表达方法都不一致。这都是我亲身经历过且真实开回来的思路。

「 申诉信特别需要注意的 」

通常有以下几点需要注意:

1、不要打感情牌:什么利润需要养家糊口,需要养活公司等来博取同情等等,这个没用的。而且亚马逊一收到类似邮件,他基本看都不会看。

2、不要任何的废话,简单扼要,思路清晰。

3、要博得亚马逊看邮件的兴趣。

4、申诉邮件的思路和条理一定要清晰。

5、英文的表达书写很重要。

6、更重要的是你的解决方案真的是被亚马逊认可。

4、Wish 卖家侵权被关店申诉邮件

Dear Merchant:

You have been suspended from trading on the Wish platform because you have posted products that appear to infringe the intellectual property rights or others, or have included elements in your post that appear to infringe the intellectual property rights of others.  The posts, and issues with those posts, have been identified to you.

You have asked to be reinstated as a merchant.  Wish has agreed to reinstate you based on the following representations, which you confirm by agreeing to below:

1.You will not post again the product that was the subject of a post taken down by Wish, nor will you upload any content that caused a previous post to be taken down;

2.You have communicated with your Wish BD manager that you have done a sweep of your Wish posts to confirm the steps outlined in (1) have been taken by you; and

3.To the extent you claim rights in the intellectual property at issue, you have provided proof of your rights in that intellectual property to the satisfaction of Wish.

By signing below, you also acknowledge that you have reviewed and will comply with the policies of Wish concerning intellectual property, found at https://china-merchant.wish.com/policy/ip.  You further acknowledge that Wish retains the right to suspend or terminate you, or withhold payments due to you, in the event that you do not comply with these policies in the future, as the polices may be modified from time to time.

Sincerely,

Wish

I HAVE READ THIS LETTER AND AGREE TO ITS TERMS  

NAME :

SIGNATURE :

MERCHANT NAME :

MERCHANT ID :

COMPANY CHOP :

DATE :


5、亚马逊卖假货被投诉关账户申诉模板

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 didnt 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

(店铺名)


6、亚马逊店铺侵权申诉模板

Dear Amazon,

Thank you very much for giving me a chance to appeal the removal of our Amazon selling privileges .Please see our following information.

Our selling privileges has been removed by Amazon on August,11th,2016. Amazon removed our selling privileges because some of our listings violated related Amazon policies,especially infringed intellectual property rights of some rights holders.?

First,we apologize…

Second,…

Third,as for the violated brands ********and violated ASINs:*******…

1.Why Amazon removed our selling privileges

1.1 Amazon thinks those products are related to brand intellectual property violation…

1.2 Everyone should respect other rights holders’ legal interests…

2.How we solve the problem and prevent the mistakes happen again

2.1 …

2.2 …

2.3 …

2.4 …

2.5 …

2.6 We apologize to the rights holders and to Amazon with our sincerity on behalf of our whole company again. We promise we correct our mistakes. Please trust us and give us a chance.

3.Additional information we let Amazon know

We are a new company.?

1)…

2)…

3)…

4)…

We have supplied the essential materials …

Best Regards

xxx


7、亚马逊 ATOZ 申诉

Dear Amazon,

On Feb.xx,201xwe received a A TO Z claim on the order :xxx,

We are on Chinese New Year holiday from Feb.4 –Feb.13,but we still answered her e-mail.

Claim”?did not receive the item or items.“

We hope to solve this claim in a peaceful way.

And Amazon encourage us to seller and buyer solve problem in a friendly way.

We kindly ask you help to withdraw the claim as we didn’t do anything wrong.

1.In fact,we already deliver the item successfully,here is the tracking#:xxxxx

Tracking web:www.usps.com   delivered on Jan.xxx.

Here is the tracking information FYR:

xxx

2.Tough we already deliver the item,but when we received his claim,we answered his e-mail at our earliest time and kindly ask him check your front door or mailbox,if he still can’t find it ,please let us know,we could resend him new one or issue him refund.

3.We could resend him a new item,but he should show us the proof he really didn’t get the item.

4.We did everything we should do in a very polite way and totally send him 6 e-mails,he didn’t reply later,we can’t suffer a such claim without any proof,unfair!

Your help is urgently needed.

Please let us know what we should do for the buyer and protect our metric not effected.

We must will try our best to satisfy the buyer.but please kindly ask him to withdraw the claim .

As a new seller ,we have been trying our best to offer best service for our customer.

We must will perform better and better.

Thanks and looking forward to your help.

Best regards

xxx


8、亚马逊申诉 ATOZ 期间不小心退款

Dear Amazon,

We are writing to you to make some explanation for a A-Z claim.

Order ID:xxx

As you know,we represent this A-TO-Z to you on Sep.13 and then Amazon requested information from the buyer on Sep.14 and then we got buyer’s e-mail on Sep.15 to say she already returned her item to us,but as we didn’t know the buyer is just the buyer who issued A-TO-Z,we didn’t check and then we refund her.And then we received your e-mail to tell us the claim is closed.

As you know ,after we received her claim we contact,didn’t get any reply,then we have no choice but to represent the case to you,or it will be closed automatically after 7 days.

That is to say,she returned the item after we represent to you.

Then ,we refund her.

1.We want to know,will we still be deduct 500 points of seller rating?And our ODR be influenced?

We think we shouldn’t been punished for this as this buyer didn’t return until we represent this claim to you.Really very unfair and unreasonable we didn’t do anything wrong.

2.And what we should do if a claim is still under your surveying and we received buyer’s e-mail to tell us she returned?We shouldn’t refund them at once?

Thank you and waiting for your earliest reply.

xxxx

Dear Amazon,

On Nov.xx,we received a A TO Z claim on the order :xxxx,the customer send us a e-mail say he was not happy with the order on Oct.4

Our customer service team –xxx responded him at once (Nov.xx). We apologizing for his disappointment and stated that the item he purchased is likely missing in transmit and told that we will issue him a full refund if he is willing.

We are really very sorry for all the inconvenience brought to the buyer,but as you know there are always something out of control in international shipping.As a new seller on Amazon,everything is very difficult at the beginning.We really need a chance to amend this issue.So we keep contacting the buyer on Nov.25 and Nov.27,we have been willing to issue him full refund,but is there any chance for us to issue him full refund while we will not be punished at the same time .

Per the e-mail the buyer replied,he agreed we issue him full refund ,but he is afraid on case he withdrew his claim ,he can’t get his refund.

Is there any chance for you to close the claim and we will issue the buyer full refund at once.

You can check our communication e-mails and you will find that we have been willing to issue our buyer full refund and will do everything to protect our buyer from suffering any loss.

We really need your help. As a new seller ,we have been trying our best to offer best service for our customer. Thanks and looking forward to your help.

Best regards

xxx


亚马逊跟卖有关

Dear Amazon,

Please help to warn this seller named–“xxx”

They are infringing upon our trademark rights–”xxx”

The ASIN:xxx

GCID:xxx

We are the owner of “xxx” and have registered on Amazon.

This seller is selling replica of Creaker products.

It is an illegal action that seriously infringes Trademark Law,which is against Amazon’s policy while our brand has been registered in Amazon brand registry.

Please help to warn this seller and take necessary action such as blocked his listing..

Really urgent.

Thank you.

xxxx

亚马逊投诉跟卖

模板1:

Hello from xxx,

We noticed that you are not an authorized online retailer for xxx brand products and you have listed these particular item(s) xxx which are sold exclusively by TOTU authorized retailer. Additionally, you might be selling replica of xxx products.

By the way,we already printed “xxx” logo in our newest package to inform the customer to distinguish the original one.

Policies on Amazon state that listing prohibited intellectual property may result in the cancellation of your listings, or the suspension or removal of your selling privileges. Sellers are responsible for ensuring that the products they offer are legal and authorized for sale re-sale. For more information on this policy, search on “Intellectual Property Violations” in seller Help.

We want to call this to your attention because failing to meet Amazon’s performance targets can result in the removal of your selling privileges. We kindly request you to remove your offers from all TOTU product pages on Amazon.com within 24 hours, and do not list items on TOTU products pages in the future.

Please understand that we do not want to file any claim against your store if you are willing to remove your listings. We will write to Amazon and provide our authorization proofs for check if you are not cooperated.

Thank you for your cooperation.

Sincerely,

xxx

模板2:

Hello from xxx,

We noticed that you are not an authorized online retailer for xxx brand products and you have listed these particular item(s) (xxx) which are sold exclusively by xxx authorized retailer. Additionally, you might be selling replica YaYa3D products.

Policies on Amazon state that listing prohibited intellectual property may result in the cancellation of your listings, or the suspension or removal of your selling privileges. Sellers are responsible for ensuring that the products they offer are legal and authorized for sale re-sale. For more information on this policy, search on “Intellectual Property Violations” in seller Help.

We want to call this to your attention because failing to meet Amazon’s performance targets can result in the removal of your selling privileges. We kindly request you to remove your offers from all xxx product pages on Amazon.com within 24 hours, and do not list items on xxx product pages in the future.

Please understand that we do not want to file any claim against your store if you are willing to remove your listings. I will keep your product for future use if you are not cooperated.

Thank you for your cooperation.

Sincerely,

xxx

模板3:

Hello from xxx

We noticed that you are not authorized online retailer for TechIntheBox ASIN:xxx . products which are sold exclusively by TechIntheBox authorized retailers.

As you may be aware, the unauthorized selling of TechIntheBox products is an illegal action that seriously infringes Trademark Law.And you are against Amazon’s policy while our brand has been registered in Amazon brand registry.

This is a kind notice for you,so we kindly request that you follow our instructions:

1) Remove your offers from all TechIntheBox product pages on Amazon within 12 hours, and do not list items on xxx product pages in the future.

2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, which will seriously impact your Amazon performance.

Sincerely,

xxx

模板4:

xxx,

It has come to our attention that your Company xxx is using the xxx name and trademarks to divert traffic to your listing on Amazon Marketplace, in violation of multiple international and national criminal laws, as well as civil laws regarding trademark infringement and unfair competition.

We are the exclusive distributors and the owners of the brand Creaker We have never granted permission to your company to sell our brand nor have we sold you inventory for resale.

This will serve as your Legal Notice to Cease and Desist all further actions described above, including any mention of our Products/Company on your Listings on any Marketplace, websites or marketing efforts.

You are hereby instructed to comply with this letter immediately or face legal sanctions under applicable International (International Bureau of WIPO located in Geneva, Switzerland), Federal and State law.

Sincerely,

xxx

模板5:

xxx,

We noticed that you are not authorized online retailer for Creaker ASIN:xxx

products which are sold exclusively by Creaker authorized retailers.

As you may be aware, the unauthorized selling of xxxproducts is an illegal action that seriously infringes Trademark Law.And you are against Amazon’s policy while our brand has been registered in Amazon brand registry.

This is a kind notice for you,so we kindly request that you follow our instructions:

1) Remove your offers from all xxx product pages on Amazon within 24 hours, and do not list items on xxx product pages in the future.

2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, which will seriously impact your Amazon performance.

We are not joking!

Sincerely,

xxx

模板6:

This is a kind notice for you,so we kindly request that you follow our instructions:

1) Remove your offers from all xxx product pages on Amazon within 24 hours, and do not list items on Creaker product pages in the future.

2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, A-TO-Z,test buy, negative feedback which will seriously impact your Amazon performance.

We are not joking!

Sincerely,

xxx

模板7:

Representative,

WARNING!!!The only and last reminder!

We noticed that you are not authorized online retailer for Creaker ASIN:xxx

products which are sold exclusively by xx authorized retailers.

As you may be aware, the unauthorized selling of xxx products is an illegal action that seriously infringes Trademark Law.And you are against Amazon’s policy while our brand has been registered in Amazon brand registry.

This is a kind notice for you,so we kindly request that you follow our instructions:

1) Remove your offers from all  xxx product pages on Amazon within 12 hours, and do not list items on Creaker product pages in the future.

2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, which will seriously remove your selling privileges.

We are not joking!

Sincerely,

xxx

模板8

Dear

We found that you are selling the same listings like us on Amazon,this was violate the policy of Amazon,we will test buy and collect the information to report to Amazon Team to resolve this issue for us, please take out of this listing on Amazon within 12 hours, violation listing ASIN: xxx. We kind remind you that if do not delete the listing, Amazon Team will remove your selling rights after we escalated to them. Please abide strictly by the policy of Amazon.

It has come to our attention that you are currently listed as a seller on an item (ASIN #xxx) with our brand, xxx.

You must review and remove your listings from these pages immediately and refrain from listing any of your products under the brand name xxx.

ECANDY is a registered trademark. You have been granted NO permission to use this mark xxx

You must remove this listing from Amazon.com and from every other instance of use.

We ask that you remove your listing(s). Otherwise, we will be forced to take action through Amazon, which can result in the suspension of your Amazon Seller’s account.

We take our intellectual property rights very seriously.

Thank You,

xxx


亚马逊联系卖家支持邮件模板

1、请求亚马逊卖家支持激活 Listing 的修改

Dear Amazon,

We filled our brand name wrongly when we submitting our listing.

The brand name should be:xxx

(we already updated on backstage,but can’t be shown normally)

Please help to activate the update,thank you.

xxxx


2、亚马逊收到差评 REVIEW,请卖家支持找出客户,退款再发货

模板一:

Dear seller support,

Firstly,we apologize for the inconvenience and disappointment brought to our customer and to you.

As attached it is a two star customer review to our store.

We try our best to contact the customer as soon as we get the review.But failed.

We really want to help “xxx” to solve this issue,we want to resend him a new improved headset or refund him if he prefer to.Above all, we are prepared and willing to solve this issue as he request.And we believe we have the ability to perform better and better in future.

We need to know the order number. It is really urgent!

Thanks for your kindly understanding and help.

Have a good day!

xxxx


模板二:

Dear seller support,

We already collected buyers reviews and feedbacks to our technical team. Our products have the most advanced technology, but as you know, a perfect product need continuous improvement and maybe now there are a few flaws existing in very few of them. What is more, our new headset has made great improvement and he defects as the review described is not existed now.

Please help us now!

We need to know the order number. It is really urgent!

Thanks for your kindly understanding and help.

Have a good day!

xxx

模板三:

Dear seller support,

As a new seller on Amazon and still have a lot of things to learn and improve.

Frankly, we have been operating according to Amazon’s standard and trying our best to make everything goes well.Please just give us some time and encouragement to grow up.

Please help us to find out “xxx’s real contact information” we need have a further communication with him on this order review.

Thanks for your kindly understanding and help.

Have a good day!

xxx

模板四:

Dear Amazon team,

Here is a review come from our buyer.named “xxx” and “xxx”

We read their review carefully and found that the problem is because of their  wrong using methods.

We really want to help them  to solve thier using problem.

Please help us to find out these buyers .

We need to know the order number. It is really urgent!

Thanks for your kindly understanding and help.

Have a good day!

xxx

模板五:

Dear Amazon team,

We read their review carefully and found that the problem is because of their wrong using methods.

We really want to help them to solve?their?using problem.

Please help us to find out these buyers .

We checked with seller support and they tell us they are not our buyers!

As you know,our this headphone is a hot sale on Amazon and there are many competitors ,too.

These reviews are likely left by them on bad purpose!

It is really very bad and unfair to the marketing orders on Amazon.

please help to remove.?

?It is really urgent!

Thanks for your kindly understanding and help.

Have a good day!

xxx

2、针对同意退货申请但是没有收到退货的

Dear Amazon,

   On Sep.7,we received a A TO Z claim on the order :xxx,the customer send us a e-mail say she was not satisfied with the order on Aug.13. The buyer send us a inquiry e-mail on Sep.1 to ask why her tracker couldn’t pair with her phone.

   Our customer service team –xxx responded her at once (Sep.1)and told her how to do,we also clarify that “Please have a try and update us ,any other help need ,please let us know”we don’t know why our e-mail responded on Sep.1 is not shown on order&claim history ,but you will find it by checking Buyer-Seller Messages.We are still waiting for her further reply,but then we got her claim without any reminder. Then we received her return request on Sep.1 and we authorized her return request.

    We apologizing for her disappointment and stated that the item she purchased is likely damaged in transmit and told that we will issue a full refund or resend her a totally new one as she preferred .

     Actually,we don’t know whether she said is true or false as we didn’t receive any pictures to indicate the item she received is not working and we also didn’t get the returning item. And we keep contacting her on Sep,7,Sep.8 and Sep 11,no any reply.We stated that we are willing to do everything to protect her from suffering any loss. And we called her totally 3times,but she didn’t answer.

     We also asked her to provide the evidence(to send us some pictures on the problem) on the e-mail of Sep,11th,no any response. In fact ,we didn’t receive the returned items,how we could refund her without receiving the return item???And we don’t know whether what she said is true or false.No any photos or other proofs. It is really unfair and unreasonable for us ! Please help to inform the buyer and told her we are willing to refund her though we didn’t receive the item so far. But she must cancel the claim first ,it is not complied with the Amazon policies.Unfair! We really need your help. As a new seller ,we have been trying our best to offer best service for our customer. You can see we own 100% positive feedback so far. Thanks and looking forward to your help.

Best regards

xxxx

3、亚马逊请求激活 FBA 缺失的 LISTING

Dear Amazon,

Please help to activate this FBA listing,ASIN: XXX        SKU:XXX

There is a error:”No Amazon-fulfilled listing exists for this inventory item.”

And we have X pcs in Amazon stock now,really urgent.

Please help.

Thanks.

XXX


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