【干货】亚马逊申述：非真实/虚假货投诉
5971如果你收到以下邮件，不要怀疑你就是被非真实/虚假货投诉了。
DearSeller,
Your Amazon Seller account has been temporarily deactivated and your listings are no longer active. Funds will not be transferred to you but will be held in your account while we work with you to address the following issue.
Why is this happening?
We received complaints about the authenticity of the items listed at the end of this email. In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. The sale of counterfeit products on Amazon is strictly prohibited.
为什么会收到非真实投诉
1.产品本身侵权
2.图片，描述不符
3.产品低于买家预期
4.包装破损，买家误投诉
5.包装和前台不符
6.极微小的几率是亚马逊误判
解决这类投诉之前，我们要先明白一点：美国允许有合法来源的二次销售。
这也是为什么亚马逊不停止跟卖功能的其中一个原因。
换句话说，亚马逊对假货的定义，既包括真正意义上的的赝品，也包括非合法采购来源的产品。
如果你有合理合法的购买证明，比如正规供应商的采购发票，都很容易申诉回来。
虚假货投诉也是我们testbuy，对付恶意跟卖的手段。
如何避免虚假货投诉
1.选品之前要调研，不做侵权产品。
直接询问供应商，有良心的厂家会告诉你可能存在侵权风险
Google以图搜图，看看有没有知名大牌在售
直接在专利局搜索大卖品牌，或者相关产品关键词，做排除
2.确保产品信息准确真实。
产品功能不要夸大，尽量实事求是
产品图片不要过分PS，容易影响买家预期
产品包装不要随意修改，有需要最好前台说明
产品包装质量要靠得住，不会因为运输损坏
这里有必要说一点的是，很多人后台设置了允许亚马逊对退货repacking，翻新再售。
即使不收到虚假货投诉，很多时候容易因为二次包装问题引发差评，退款退货，恶性循环。
要关掉这项功能，登陆亚马逊后台-物流设置-翻新设置，禁用即可。
3.保留采购发票，进货凭证。
发票一定要正规
数量一定要跟你发货计划数量吻合
写申诉信的思路
1.侵权原因
如果可以拿到品牌授权。或者产品采购确实来自品牌授权的经销商。只要提供证明和采购发票，很容易申诉成功。
如果确实售假，你要做的是寻求品牌方撤诉，达成和解。并向亚马逊保证不会再有侵权行为。
2.产品不符，包装问题
先向亚马逊承认错误
保证已经准确修改产品描述
保证已经向所有不满意的买家退款
保证以后会加强员工培训和文案审核
保证以后会改善包装质量
保证包装信息准确
如果是亚马逊二次包装引发的原因：准备好原始包装，和亚马逊包装图片附件形式发送。保证对体验不好的买家退款。说明已经禁用二次包装功能。
产品不符引起的投诉，英文申诉模板示例
第一步:描述问题起因
Dear Seller Performance Team,
We are writing to appeal our suspension due to inauthentic complaints related to the following items:
ASIN:XXXX
We know that we take full responsibility for the
satisfaction of customers. And our team has been working hard to correct
the cause of these complaints and prevent future issues.
Cause of the issue:
We used XXX within our description details to
describe the type of product we sell. However, based on our research, we
discovered that this item has no function of XXXX. We have removed it
from our listings to eliminate any potential confusion...
第二步：告知改进过程
Corrective actions we have taken:
·Removed the inaccurate information from our listings.
·Ensured the current detailed information clearly identifies the function of our product.
·Contacted and offer refunds to all of the dissatisfied customers.
·Launched a questionnaire among some buyers to perform an analysis of our description to eliminate any potentially misleading elements.
·Inspected all inventory against the detailed product information and listing details to ensure they are exactly as described on Amazon.
·Inspected and ensure all items are properly packaged, undamaged.
·Tested all items to ensure they are in proper working order.
第三步：提供预防措施
Preventative Measures:
·We will perform a weekly review of all listings by our audit team to prevent any potential mistakes.
·We will treat every single negative feedback seriously in the future and resolve it in an appropriate manner.
Thank you for working with us to resolve this issue. Please kindly consider reinstating our account.
Regards,
XXX
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