亚马逊误判瑕疵品解决经过

背景：

手里很多店铺都有做儿童相关的产品，上架之后陆续触发合规性审核。可恶的亚马逊审核时间超长，好不容易链接恢复了可售，结果发现链接的库存全部变为不可售了。

一些问题QA

问题1:各类产品的合规性审核是否可以提前触发或者主动触发。

回复1: 目前产品的合规性审核没有提前触发或者主动触发的方法。目前采取的措施是新品通过修改文案图片的方式上架多条链接，认为提高触发审核的概率。哪条链接触发审核并且通过后再进行发货推广。

问题2:各类产品的合规性审核时间很长，是否有办法。

回复2: 目前亚马逊合规性审核案件挤压严重，几个月前亚马逊回复是7～14天若没有完成审核可以进行催促。最近一个月已经将该时间调整为28天，但部分产品实际审核通过时间可能需要2个月。

解决过程：

方案1: 沟通了付费经理，在其协助下恢复了对接店铺的瑕疵品库存，这个时间花费不到一周。

方法2:因为其他店铺不在付费经理服务范围内，对方也表示不方便插手其他店铺，建议沟通亚马逊团队进行恢复，下面就开始了漫长的沟通折磨环节。

沟通1:直接在后台开启英文case，告知被误判瑕疵品。发送内容如下

Hello, Amazon Services

This ASIN XXXXX was misjudged as a restricted product before and it has been reinstating now, but the inventory status has beenmarked as defective products. Please help cancel the mark of status and change them to available for sale.

Product Name:

ASIN：

FNSKU：

SKU:

We sincerely appreciate everything you do for our business and we willcontinue to improve and be a professional seller on Amazon. lf you need more information to view our account, please let us know and wewill provide the information as soon as possible.Hopefully we can sell it on Amazon soon

你好，亚马逊服务

该ASIN XXXXX之前被误判为受限商品

现在已经恢复了，但是库存状态一直是被标记为缺陷产品。请帮忙取消状态标记并将它们更改为可供出售。

产品名称：

ASIN：

FNSKU：

SKU：

我们真诚地感谢您为我们的业务所做的一切，我们将继续改进并成为亚马逊上的专业卖家。如果你需要更多信息来查看我们的帐户，请告知我们，我们将尽快提供信息。希望我们能尽快在亚马逊上销售

回复1:确实回复也是用英文回复的但是一看就是模版回复

We understand that you would like to request for a review of your units marked as defective with evidences.

Please be informed that we are unable to provide the exact reason for defective status.

However you can create a removal order and verify the reason for the defective status.

If the units are not defective, you can send the inventory back to FBA.

We can't process this review request as per the "Shipping and routing requirements" and the "FBA customer returns policy."

When the fulfillment center receives the shipment, it undergoes certain quality checks. If the units from the shipment fail to meet the mandatory criteria listed under the "Shipping and routing requirements", they are marked as defective.

Additionally, units returned by a customer are assessed by Amazon to determine who caused the damage, before being moved to defective or damaged disposition.

Most common reasons for units to be marked as defective are as follows:

• Transparency codes or 2D barcodes are missing or the units fail transparency check.

• Incorrect title is provided.

• Product information is missing such as, size, color, and expiration date.

• QR code is unreadable.

• Product doesn't have proper shield or seal covering the units.

• Product that is received doesn't match with the product details page.

As these units have been set aside, you can create a removal or disposal order for them.

我们理解，您希望申请对标记为有缺陷的商品进行审核，并提供证据。

请注意，我们无法提供缺陷状态的确切原因。

但是，您可以创建移除订单并验证存在缺陷状态的原因。

如果商品没有缺陷，您可以将库存寄回给亚马逊物流。

我们无法根据“配送和路线安排要求”和“亚马逊物流买家退货政策”处理此审核请求。

运营中心收到货件后，会对其进行一定的质量检查。如果货件中的商品不符合“运输和路线安排要求”下列出的强制性标准，则会被标记为有缺陷。

此外，亚马逊会对买家退回的商品进行评估，以确定造成残损的人，然后再进行有缺陷或已残损的处置。

商品被标记为缺陷品的最常见原因如下：

• 透明度代码或 2D 条形码缺失，或者商品未通过透明度检查。

• 提供的标题不正确。

• 缺少商品信息，例如尺寸、颜色和有效期。

• QR 码不可读。

• 商品没有适当的防护罩或密封件覆盖商品。

• 收到的产品与产品详细信息页面不匹配。

由于这些商品已被搁置，因此您可以为它们创建移除或弃置订单。

沟通2: 继续以较为强硬的语气回复亚马逊团队

When the fulfillment center receives the shipment, it undergoes certain quality checks. If the units from the shipment fail to

meet the mandatory criteria listed under the "Shipping and routing requirements", they are marked as defective.

We don't accept this explanation

This is not your solution to the problem

The current contradiction is that we believe that these stocks are judged to be defective.

And you will only give templated replies

If you really want to solve the problem, please provide evidence that the inventory is defective.

Can you please read my description?

The reason this product was misjudged as defective is because Amazon did not review the cpc file I submitted for a long time.

Not really because the product is defective

Is it possible to understand this situation?

Please put yourself in my shoes. If you are a seller, do you think it is reasonable to be judged as defective under such circumstances?

I know these asin are normal now, I mean the inventory of these asin is unsaleable

当运营中心收到货件时，会对其进行一定的质量检查。如果发货的单位未能

符合“运输和路线要求”下列出的强制性标准，它们被标记为有缺陷。

我们不接受这个解释

这不是你解决问题的方法

目前的矛盾是我们认为这些产品被判定为有缺陷是错误的。

并且您只会给出模板化的回复

如果您确实想解决问题，请提供库存有缺陷的证据。

你能读一下我的描述吗？

该产品之所以被误判为有缺陷，是因为亚马逊很长时间没有审核我提交的cpc文件。

并不是真的因为产品有缺陷

这种情况可以理解吗？

请设身处地为我着想。如果您是卖家，您认为在这种情况下被判定为瑕疵品合理吗？

我知道这些asin现在很正常，我的意思是这些asin的库存不可售

在该Case再次模版回复后，重新开新的Case继续如上邮件内容发送，在第四个Case的客服不再是模版回复了。

回复如下：

Hello from Amazon Selling Partner Support,

Thank you for contacting us about Inventories marked as Defective.

I have contacted our internal team for information regarding your issue. We will contact you as soon as we have an update or if any further information is required from your side.

To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.

来自亚马逊销售合作伙伴支持人员的问候，

感谢您就标记为缺陷的库存问题与我们联系。

我已联系我们的内部团队以获取有关您的问题的信息。一旦有更新或您需要任何进一步的信息，我们将立即与您联系。

为了帮助我们不断改进，我们要求您花一些时间完成下面的调查，告诉我们您对此特定交互的体验。

等待2天之后，亚马逊就恢复了瑕疵品的库存，全部变为可售了。

Hello from Amazon Selling Partner Support,

I am Anne, thank you for contacting us regarding ASIN:XXXX.

I am happy to inform you that inventories are now moved back to sellable. We have reviewed your listing and have found that it's currently active.

来自亚马逊销售合作伙伴支持人员的问候，

我是 Anne，感谢您就 ASIN：XXXX联系我们。

我很高兴地通知您，库存现已恢复可销售状态。我们已审核您的列表并发现它当前处于活动状态。

之后这个Case就是店铺的宝贝疙瘩了，有该问题的产品都通过这个Case去申请恢复。

整个过程其实非常难熬，因为亚马逊大部分时候都是模版回复。但是除去找付费经理，除了联系亚马逊团队又能做什么呢？好在结果不错，解决了问题。所有的回复模版都分享出来，有需要的卖家可以自取。