亚马逊

亚马逊申诉邮件模板参考

亚马逊

结合以往卖家常遇到的账号受限的情况及申诉经验,列举几个申诉模板,供卖家参考。

1.卖假货被移除销售权限(商品确实涉嫌真实性问题时采用)

Dear Amazon Seller Performance Team,
Thank you for your concern of our account.
We received a notification today that our selling privilege has been removed due to a concern of the authenticity of our products.

We checked our listings as soon as we received this mail and we are very sorry about our ignorance.As a new seller on Amazon.com,we are not familiar with the rules and policies of the platform and on our way of learning these requirements.

For the items that mentioned in the mail from Amazon seller performance team,we did not realize this product is with its own brand,to this point we acknowledge it is our fault.We had already removed the listing and promise we won’t sell it again on Amazon if we do not get the authorization.Also,we would like to compensate the customers that have purchased this product.We would fulfill their requirement as soon as they contact us.

If you can give us a chance and reinstate our account,we will conduct below to avoid similar situation occur in the future:
(1) Absolutely,we will see through all the policies and rules about selling on Amazon.com.
(2) We will check the listings in our account to see if there has 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 proper way within 12h in favor of the customer’s right.

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

We understand that Amazon takes customers shopping experience as the most important metric and have strict standards and rules.Following the rules and reach the standards is our sellers’obligation.We’ve always been a responsible seller and obeying Amazon’srules.By strictly following the Amazon selling rule,we offer the best service to every customer continually.

We would treasure the opportunity greatly if Amazon could read our appeal letter and reinstate our account.We sincerely wish to have the opportunity to work with Amazon again to satisfy customers.

Look forward to receive your reply.

Paul From XXX Company

2.侵权造成页面被关闭,账号被冻结(确实有侵权行为时采用)

Dear Amazon Seller Performance Team,

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

Our selling privileges has been removed by Amazon due to the concern that some of our listings has violated related Amazon policies,especially infringed intellectual property rights of some rights holders.

First,we apologize to Amazon and the rights owner for this infringement.Due to our carelessness when doing the product research,we failed to confirm if the brand/trademark/outlook…patent is already exist or not.

Second,we have to apologize to all the customers that have purchased our products.Due to our incompetent management,customers may confused by the products.We would like to compensate customers that have purchased our products with full refund as soon as they contact us.

As for the violated brand/trademark/outlook patent owner********and the affected ASINs:*******,we would stop selling the products immediately as well as create removal order to remove the inventory.We promise not to sell the product again unless we are fully authorized by the patent owner.

Furthermore,we would conduct below in order to avoid similar situation occur in the future:

(1) We will research more carefully before uploading listings.

(2) Once we have decided the products,we will conduct further research to check if the patent was registered by others,if registered,we would conduct the right holder for approval to sell,otherwise,we shall not sell the product on Amazon.com.

(3) We will have our employees better trained so that everyone in the company are competent enough.

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

Look forward to receive your reply.

Paul From XXX Company

3.因账号表现差被移除销售权限(A-Z投诉导致ODR超标)

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.

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

In response to the problem,we have changed the listings Status to inactive from in order to avoid more compliant appear as well as to conduct a thoroughly examination of the affecting listing.

After our examination,we believe the A-Z claim occurs because XXXX.In order to compensate the customers,we have conducted full refund to them.

Plan of Action:We are taking the following steps to improve our performance and avoid similar problem occur next time:
(1) Review all our listings to make sure that the pictures and descriptions accurately match our products.

(2) 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 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 have reached the standards set by Amazon customer service.

We understand that Amazon takes customers shopping experience as the most important metric and have strict standards and rules.Following the rules and reach the standards is our sellers’obligation.We’ve always been a responsible seller and obeying Amazon’s rules.By strictly following the Amazon selling rule,we offer the best service to every customer continually.

Thank you very much for considering our appeal.We would be grateful if you could reinstate our account and cherish the opportunity very much.

Look forward to receive your reply.

Paul From XXX Company

4.账号表现差导致账号被冻结(回复买家不及时+商品损坏+退换货时间长)

Dear Amazon Seller Performance Team,
Thank you for your concern of our account.Before receiving the performance notification,we were exactly working with the customers to resolve their problem.

Firstly,we’re very sorry about our negligence of packaging and the incaution of collecting and transporting process of logistics company which result in the damage of one item.We have shipped the replacement to the customer but the delivery time is longer than what we expected,we feel very sorry about that.

Secondly,during the examination of the product,we unconsciously missed a part of the product.Thought the function of the product is not affected,it still gives customer an impression that the product is not complete.We had contacted the customer and shipped the missing element,we are sorry for the
inconvenience.

Thirdly,due to XXX,we failed to reply the customers question in 24 hours and this give us a really bad reputation.We have hired more people running our account and arranged their duty,we believe this will not happen once again.

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

(1) We would cooperate with more trustworthy logistic company to avoid product damage during shipping and delivering.

(2) We would add an integrity examination before sending the product from factory to FBA inventory.

(3) We would further stress the importance of timely reply towards the customers.

We understand that Amazon takes customers shopping experience as the most important metric and have strict standards and rules.Following the rules and reach the standards is our sellers’obligation.We’ve always been a responsible seller and obeying Amazon’s rules.By strictly following the Amazon selling rule,we offer the best service to every customer continually.

Look forward to receive your reply.

Paul From XXX Company