众所周知，亚马逊是一个非常保护消费者及其权益的平台，而这也成了一些卖家恶意竞争的方法。但这也不代表被起诉卖家只能任人宰割，卖家也可以通过申诉向平台说明情况。
卖家可以参考以下几种格式，向平台发送申诉邮件。
1.因收到投诉卖假货账号被冻结
Dear Amazon Team,
It has been brought to our attention that our selling account has been suspended due to claims that we have listed inauthentic items.
This is very alarming to us and we immediately investigated the claims. What we determined is that we were actually not selling counterfeit items, but we didn’t have the permission to represent and sell these items as new.
We were able to determine our mistake by researching the Policies and Agreements of Amazon and questioning fellow sellers on Amazon seller forums. We certainly did not intend to infringe upon on the intellectual rights of others. The ASIN listed was an item that we purchased at full retail price.
We only had one of this item and we had no intention of misrepresenting this company. We have realized that we have several other items that violate this policy in our inventory and we need to address this immediately.
Here is our plan of action to avoid future problems
-First, we will thoroughly review all Amazon Policies and Agreements-next we are going to examine every item we have listed and make sure we have the proper credentials to sell these items as new on Amazon.
-any items that we do not have invoices for will be changed to and sold in used condition or through other selling channels.
-Finally, we put measures into place to constantly monitor newly listed inventory by me personally to avoid infringement on others' property rights.
Please know that these policy violations were not intentional and we do apologize to any parties that we infringed upon. We have been happily selling on Amazon for nearly 2 years and after some initial start-up bumps, we have been able to keep great metrics and provide great products to many happy customers. I hope you realize that we are sincere in our intentions and hope to be selling on Amazon again soon. Thank you for your consideration.
Best Regards
xxxx
译文：
亲爱的亚马逊团队，
我们注意到，我们的销售账户已被暂停，原因是有人声称我们列出了不真实的物品。
这让我们感到非常震惊，我们立即对这些说法进行了调查。我们确定的是，我们实际上没有销售假货，但我们没有得到许可将这些物品作为新货来代理和销售。
我们通过研究亚马逊的政策和协议以及在亚马逊卖家论坛上询问其他卖家，得以确定我们的错误。我们当然无意侵犯他人的知识产权。所列的ASIN是我们以全额零售价购买的一个商品。
我们只有一件这样的商品,我们无意歪曲这家公司的形象。我们已经意识到,我们的库存中还有几件违反这一政策的物品，我们需要立即解决这个问题。
以下是我们的行动计划，以避免将来出现问题
-首先，我们将彻底审查所有的亚马逊政策和协议-接下来，我们将检查我们所列出的每一件商品，并确保我们有适当的资格在亚马逊上将这些商品作为新商品出售。
-任何我们没有发票的商品都将被改为并以二手状态或通过其他销售渠道出售。
-最后,我们制定了措施，由我个人不断监控新上市的库存，以避免侵犯他人的产权。
请知道,这些违反政策的行为并不是故意的，我们确实向任何被我们侵犯的当事人道歉。我们已经在亚马逊上愉快地销售了近2年，在最初的一些启动颠簸之后,我们已经能够保持伟大的指标，并为许多快乐的客户提供伟大的产品。我希望你能意识到我们的意图是真诚的，并希望能很快再次在亚马逊上销售。谢谢您的考虑。
最诚挚的问候
2.产品图片侵权被禁售申诉模板
Dear Seller Performance Team,
Thank you for your notification on the policy violation on the......, we would like to sincerely apologize for the terrible mistake we made. We are a small company in China focusing on foreign trade and selling on Amazon US has been one of our ultimate dreams.
We did a lot of preparation in order to launch our store in Amazon and worked with the Amazon sales manager XXXX on a lot of details including the can do's and can't. He informed us beforehand that image and character violation is a very serious issue in Amazon and we have taken that very very seriously.
However, one of our sales staff, who is new to the company, accidentally put this product onto the list because we would like to start our sales with 50 SKUs ( We had 49 Skus ready at that time.) He uploaded the product without everyone else's knowledge and I would in person like to apologize again for my carelessness in staff management.
Here are the things our company has done to prevent such an issue from happening again.
1. We just organized training again on the can's and can't the sales manager XXXX sent us, especially emphasizing the policy violation including image violation of products and wording violation on the product and checked all the products that we have already listed.
2. We deleted all the products that we think could potentially violate the policies.
3. We have setup rules in the company that all of our inventory must be carefully reviewed and would not violate any Amazon policies before adding to our inventory and listing on Amazon. I would like to apologize for a third time for my carelessness in management ,and please do let us know what else can we do to reinstate our account and we will do everything we can to meet the target. Looking forward to hearing from you.
XXX
译文：
亲爱的卖家业绩团队，
感谢你在......，我们要为我们犯下的可怕错误真诚地道歉。我们是一家专注于对外贸易的中国小公司,在美国亚马逊上销售是我们的终极梦想之一。
为了在亚马逊推出我们的商店,我们做了很多准备工作,并与亚马逊销售经理XXXX合作，讨论了很多细节，包括可以做的和不可以做的。他事先告知我们,在亚马逊，违反形象和品德是一个非常严重的问题，我们已经非常非常认真地对待这个问题。
然而,我们的一个销售人员，是公司的新员工,不小心把这个产品放到了名单上，因为我们想以50个SKU开始我们的销售（当时我们已经准备了49个Skus）。 他在其他人不知情的情况下上传了这个产品，我本人想为我在员工管理方面的粗心再次道歉。
以下是我们公司为防止此类问题再次发生所做的事情：
1. 我们刚刚再次组织了销售经理XXXX发给我们的可以和不可以的培训，特别强调了政策上的违规，包括产品的图片违规和产品上的文字违规，并检查了我们已经上市的所有产品。
2. 我们删除了所有我们认为有可能违反政策的产品。
3. 我们在公司制定了规则，我们所有的库存必须经过仔细审查，不会违反任何亚马逊的政策，然后再添加到我们的库存和在亚马逊上市。我想为我在管理上的粗心第三次道歉，请务必让我们知道我们还能做些什么来恢复我们的账户，我们将尽一切努力达到目标。期待您的回音。
3.迟发货、缺货、回复客户慢收到A-Z,ODR表现差申诉模板
Dear Seller Performance Team,
I understand that recently our performance as a seller on http://Amazon.com has fallen below both Amazon's and our own standards of quality.
I believe there are two main reasons this has happened:
1.Disorganization in our inventory management has resulted in late shipments and, even worse, unavailable items.
2.When late shipments and unavailable items have occurred our response to has been too slow and communication with customers has not been adequate.
I believe it is mainly because of the inadequate communication that we have recently seen an increase in customer A-z guarantee claims which has resulted in our order defect rate exceeding the performance target of <1%.
Plan of Action:
We are taking the following steps to improve our performance:
Improve inventory control by reducing the number of items offered until we have systems in place to more adequately handle the number of orders we are receiving.
Most importantly, we will respond more quickly and proactively to any problems with customer orders to keep our customers more informed and help prevent A-z guarantee claims.
In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.
In evaluating our selling practices, we found a mistake in our inventory upload file.
Our Plan of Action:
Our inventory file has been reviewed. All misclassified condition items have been re-categorized to follow Amazon's Condition Guidelines. The entire inventory has been deleted from the Marketplace to reflect all changes.
All of our vendors' inventory will be reviewed before adding to our inventory. Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.
译文：
亲爱的卖家业绩团队，
据我所知，最近我们作为卖家在http://Amazon.com，其表现低于亚马逊和我们自己的质量标准。
我相信发生这种情况有两个主要原因。
1.我们的库存管理混乱，导致发货延迟,甚至更糟糕的是，无法提供商品。
2.当延迟发货和不可用的物品发生时，我们的反应太慢，与客户的沟通也不充分。
我相信主要是由于沟通不充分，我们最近看到客户A-Z担保索赔增加，导致我们的订单缺陷率超过<1%的绩效目标。
行动计划。
我们正在采取以下措施来改善我们的业绩。
通过减少提供的商品数量来改善库存控制，直到我们有系统能更充分地处理我们收到的订单数量。
最重要的是，我们将对客户订单的任何问题作出更迅速和主动的反应，使我们的客户更了解情况，并帮助防止A-z担保索赔。
此外，我们将更积极地监测我们的业绩指标，以确保我们达到亚马逊规定的标准和我们自己的优质客户服务标准。
在评估我们的销售行为时，我们发现我们的库存上传文件中有一个错误。
我们的行动计划。
我们的库存文件已被审查。所有分类错误的商品都被重新归类，以遵循亚马逊的条件指南。整个库存已从市场中删除，以反映所有的变化。
我们所有供应商的库存在加入我们的库存之前都将被审查。请让我们知道应该怎样做才能恢复我们的账户，我们期待着你的答复。
4.包裹显示妥投，客户没收到货，开了A-Z 和信用卡拒付申诉模板
Dear Amazon Performance Team,
We are contacting you regarding our seller account suspension.
I understand that recently our performance has fallen below Amazon's target. After checking our ODR, we find that the main reason that causes A TO Z claims and chargebacks is that buyer claim they did not receive the package, while the tracking number shows it was delivered. A high ODR rate is caused by bad logistic service.
Steps we have taken and will continue to take:
1.we have changed our logistics company, we have found a better efficiency logistics company to offer better service, we will ensure every customer can receive their package.
2, We will use FBA to fulfill part of our orders.
3, We have and will continue to offer great purchase experience to the customers.
4, We have checked all the products we've been sold and removed the product that may have problems, we will continue to do this to offer the best service to the customer.
5. Improving our service level.
a. Answer the customer’s message within 24 hours.
b.Reply to the buyer’s inquiry as soon as possible. Try our best to meet the buyer’s needs.
c.For negative feedback, be patient to contact the customer, figure out a good solution, and keep in touch with the customer.
d.After-sale service, support what we can do to help the customer to remove doubts about our product.
e.Upgrading our operating level and taking a more professional attitude. Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.
Best regards,
xxxx
译文：
尊敬的亚马逊业绩团队。
我们正在就我们的卖家账户被暂停一事与您联系。
据我所知，最近我们的业绩已经低于亚马逊的目标。在检查了我们的ODR后，我们发现导致A TO Z索赔和退单的主要原因是买家声称他们没有收到包裹，而追踪号码显示包裹已经送达。高ODR率是由不良的物流服务造成的。
我们已经采取并将继续采取的步骤。
1、我们已经更换了物流公司，我们找到了一家效率更好的物流公司，提供更好的服务，我们将确保每个客户都能收到他们的包裹。
2、我们将使用FBA来完成部分订单。
3、我们已经并将继续为客户提供良好的购买体验。
4、我们已经检查了所有已售出的产品，并删除了可能有问题的产品，我们将继续这样做，为客户提供最好的服务。
5.、提高我们的服务水平。
a. 在24小时内回答客户的留言。
b.尽快回复买家的询问。尽力满足买家的需求。
c.对于负面反馈，要耐心联系客户，想出好的解决办法，并与客户保持联系。
d.售后服务，支持我们能做的事情，帮助客户消除对我们产品的疑虑。
e.提升我们的操作水平，采取更专业的态度。请让我们知道应该怎样做才能恢复我们的账户，我们期待着你的答复。
最好的问候。
8669
