史上最全亚马逊申诉模板(二)
1547315.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@qq.com
Website: 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 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 provided 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 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
1、亚马逊光头的邮箱
jeff@amazon .com
2、亚马逊官方邮箱
notice@amazon .com
seller-evaluation@amazon .com
pq-review@amazon .com
account-confirmation@amazon .com
cn-seller-verification-enquiry@amazon .co.uk
3、亚马逊VE申请邮件
vendorexpress@amazon .com
4、审核卖家评级表现
seller-performance-policy@amazon .com
5、品牌外观专利侵权
copyright@amazon .com
6、知识产权侵权解决后撤诉
US:notice@amazon .com
UK:notice@amazon .co.uk
FR:notification@amazon .fr
DE:benachrichtigung@amazon .de
IT:notifica@amazon .it
ES:aviso@amazon .es
IN: notice@amazon .in
MX:notice@amazon .com.mx
7、亚马逊账号冻结后的余额处理
payments-funds@amazon .com
8、店铺被关闭货款申诉邮箱
US:merchant-reserve-inquiry@amazon .com
CA:payments-investigate@amazon .ca
UK:payments-investigate@amazon .co.uk
FR:investigation-amzpayments@amazon .fr
DE:payments-nachforschungen@amazon .de
IT:payments-investigate@amazon .it
ES:investigacion-pagos@amazon .es
IN:payments-investigate@amazon .in
MX:payments-funds@amazon .com.mx
9、受恶意攻击或者敲诈邮件
标题：「feedback abuse report」 + 「卖家店铺名」发送到：investigate@amazon .com
10、帐号不能登录怎么移除FBA库存?
联系亚马逊付款的邮箱：payments-investigate@amazon .com;
询问你的产品清单，告诉他需要移除库存，他会给你一个产品清单和移除库存的费用，如果你的账号余额不足的话会给你一个亚马逊的收款账号，你按要求把钱转过去，然后再回邮件告诉他，把地址给他，就给你移除了。
11、产品质量(PQ)问题申诉
US:seller-performance-policy@amazon .com
UK:seller-performance-policy@amazon .co.uk
FR:politique-performance-vendeur@amazon .fr
DE:verkaeufer-performance-richtlinie@amazon .de
IT:performance-venditore-politiche-di-condotta@amazon .it
ES:politicas-performance-vendedor@amazon .es
IN:seller-performance-policy@amazon .in
MX:politicas-performance-vendedor@amazon .com.mx
12、亚马逊各站点绩效团队邮箱
US: seller-performance@amazon .com
UK: seller-performance@amazon .co.uk
FR: performance-vendeur@amazon .fr
DE: verkaeufer-performance@amazon .de
JP: alliance@amazon .co.jp
ES: performance-vendedor@amazon .es
IT: performance-venditore@amazon .it
CA: seller-performance@amazon .ca
用登录邮箱使用英语发送，发邮件时态度诚恳、并在末尾再次注明你的登录邮箱，方便对方查询。
13、亚马逊投诉跟卖的入口
A.从AM后台Contact Seller Support开case投诉， Report a violation
https://sellercentral.amazon.com/hz/contact-us
B.以权利人身份投诉侵权 https://www.amazon.com/gp/help/reports/infringement
C.以买家身份test buy投诉 http://www.amazon.com/gp/help/reports/contact-us
D.品牌+律师信 专利+律师信 amazon exclusive 重度垂直的产品策略
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@qq.com
Website: 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 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 provided 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 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
1、亚马逊光头的邮箱
jeff@amazon .com
2、亚马逊官方邮箱
notice@amazon .com
seller-evaluation@amazon .com
pq-review@amazon .com
account-confirmation@amazon .com
cn-seller-verification-enquiry@amazon .co.uk
3、亚马逊VE申请邮件
vendorexpress@amazon .com
4、审核卖家评级表现
seller-performance-policy@amazon .com
5、品牌外观专利侵权
copyright@amazon .com
6、知识产权侵权解决后撤诉
US:notice@amazon .com
UK:notice@amazon .co.uk
FR:notification@amazon .fr
DE:benachrichtigung@amazon .de
IT:notifica@amazon .it
ES:aviso@amazon .es
IN: notice@amazon .in
MX:notice@amazon .com.mx
7、亚马逊账号冻结后的余额处理
payments-funds@amazon .com
8、店铺被关闭货款申诉邮箱
US:merchant-reserve-inquiry@amazon .com
CA:payments-investigate@amazon .ca
UK:payments-investigate@amazon .co.uk
FR:investigation-amzpayments@amazon .fr
DE:payments-nachforschungen@amazon .de
IT:payments-investigate@amazon .it
ES:investigacion-pagos@amazon .es
IN:payments-investigate@amazon .in
MX:payments-funds@amazon .com.mx
9、受恶意攻击或者敲诈邮件
标题：「feedback abuse report」 + 「卖家店铺名」发送到：investigate@amazon .com
10、帐号不能登录怎么移除FBA库存?
联系亚马逊付款的邮箱：payments-investigate@amazon .com;
询问你的产品清单，告诉他需要移除库存，他会给你一个产品清单和移除库存的费用，如果你的账号余额不足的话会给你一个亚马逊的收款账号，你按要求把钱转过去，然后再回邮件告诉他，把地址给他，就给你移除了。
11、产品质量(PQ)问题申诉
US:seller-performance-policy@amazon .com
UK:seller-performance-policy@amazon .co.uk
FR:politique-performance-vendeur@amazon .fr
DE:verkaeufer-performance-richtlinie@amazon .de
IT:performance-venditore-politiche-di-condotta@amazon .it
ES:politicas-performance-vendedor@amazon .es
IN:seller-performance-policy@amazon .in
MX:politicas-performance-vendedor@amazon .com.mx
12、亚马逊各站点绩效团队邮箱
US: seller-performance@amazon .com
UK: seller-performance@amazon .co.uk
FR: performance-vendeur@amazon .fr
DE: verkaeufer-performance@amazon .de
JP: alliance@amazon .co.jp
ES: performance-vendedor@amazon .es
IT: performance-venditore@amazon .it
CA: seller-performance@amazon .ca
用登录邮箱使用英语发送，发邮件时态度诚恳、并在末尾再次注明你的登录邮箱，方便对方查询。
13、亚马逊投诉跟卖的入口
A.从AM后台Contact Seller Support开case投诉， Report a violation
https://sellercentral.amazon.com/hz/contact-us
B.以权利人身份投诉侵权 https://www.amazon.com/gp/help/reports/infringement
C.以买家身份test buy投诉 http://www.amazon.com/gp/help/reports/contact-us
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