被停权!? 亚马逊商品与描述不符申诉怎麽写？（附成功范本）

应该有不少卖家有收过这样的停权电邮，停权原因是买家抱怨收到的商品和商品描述不符。

电邮内容如下，亚马逊会告知已经移除店铺销售权，列出哪个 ASIN 和买家抱怨的原因。

电邮的后半段，亚马逊表示如果卖家可以提出完善解决抱怨原因的办法，就有可能恢复卖家的销售权。限时 17 天内要提解决办法，如果没有提交亚马逊将移除店铺 Listing 并且持续冻结账户资金。最后告知几个你可能违反的亚马逊条款，针对这些条款提出解决办法。

以下电邮内容是一位申诉成功的卖家分享的，在这边分享给小伙伴们参考申诉策略，如果有遇到相同的问题可以用同一个套路编写申诉电邮，BQool 比酷尔小编强烈建议不要照抄！一定要针对自己的状况去写，不要直接复制贴上发给亚马逊了。

电邮主题：

Appeal Letter to Amazon Seller Performance Team

电邮内容：

Dear Amazon.com Seller Performance Team,

老招式了，首先承认自己的错误，条列式清晰明了。

We recognize and understand the mistakes we made to bring us to this point.

These are our mistakes

1. Listing products that do not match the detail page 100%.

2. Failure to include appropriate quantities for product we listed against, as described on the detail page.

3. Failure fulfill products that match the detail page’s specification including but not limited to height, length, width, weight, color, material, brand, unique product identifier, functionality and authenticity of the product.

4. Improperly identify products we created listings for. Example: We didn’t provide full explanation that our products are the material we actually stated them; sometimes lacking any claim to material integrity at all.

5. Failure to comply with Amazon.com image and description compliance. Example: Our main images do not have white backgrounds with only the product in the image. Our descriptions were not full enough to provide the customer with full information to make a confident purchase on Amazon.com. This results in unsatisfied customer upon receipt of the item.

接着针对每一项承认的错误提出解决办法。

Steps we have taken and will continue to take:

1. We have removed all listings that are not within Amazon.com policy. We will not relist until a full analysis of all ASINs. Only when the product matches the ASIN 100% will we then list the product for sale. There will be a two person review of appropriate item being packaged for delivery in an Excel type checklists that the fulfillment team can log, record, and track. If the product does not match the product detail page 100% we will delete product from our account.

2. We have gone through all our warehouse inventory and have taken out all items that show any signs of damage or defectiveness. This has ensured all products are ‘new’ as described on the detail page.

3. We have re-written the description and bullet points to improve accuracy of the item’s presentation to Amazon.com standards.

4. We have re-written all weights, dimensions and quantity per order.

5. We have re-photographed all items that are not displaying the product accurate enough.

Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.

Sincerely,

XXXXXXXXXXXX

电邮发出后，很快就收到就收到亚马逊自动回复的电邮，表示将在 24 小时内联系卖家。

等待回复的同时，不要怠惰！这位卖家为了表示修正错误的决心，在等待回复的同时就先做了以上提出的改善动作。（BQool 比酷尔小编也不得不说这卖家真上进..）

While we waited for a reply we started doing exactly what we stated in our appeal.

1. We removed inventory from listings we received prior performance notifications over to check the quality and ensure it matched what was described on the listing.

2. We started changing out main pictures that did not have a pure white background.

3. We updated and changed product information and went into as much detail as possible about the product.

4. We contacted customers who left negative feedback and attempted to improve the feedback submitted by those customers.

虽然自动回复的信件表示 24 小时内会联系卖家，但这位卖家迟迟没有收到回信，等了十天之后决定发第二封短短的电邮，著名发信时间，询问是否能告知最新处理进度。

Our account was suspended 7/29/16. We sent in our appeal letter on 8/4/16. We have not received a response from seller performance team. Can you please give us a update of our appeal?

Thank you for your time.

Sincerely,

XXXXXXXXXX

接着三天后，收到恢复销售权的通知。从申诉电邮发出后，总共是等了两个礼拜左右才收到回信，这应该算是快的，有的等超过一个月的都有。

还沉浸在恢复销售权喜悦的同时，隔天马上又收到第二封停权电邮。表示提交的计划不可行，审核没有通过。要冻结这位卖家账户的资金，电邮内容如下图。

卖家表示，感觉像是前一天的通过电邮是一个人看了觉得可以就发了通过的电邮，第二封又是另外不同的人看了觉得不行，就发了停权电邮。

于是卖家又在发了一次和一开始完全一样的申诉电邮，另外附上前一天审核通过的电邮内容（附在最下方的 Additional information 区块里）。

隔天又马上收到恢复销售权的通知．．．

BQool 比酷尔小编总结

亚马逊的处理效率就不多说了，竟然品质如此低落。同一封申诉电邮不同人审核，竟然有完全相反的结果，没有个标准在。已经审核过的 Case 也没有关掉，竟然还浪费人力处理同一件事。

这篇实战经验分享给小伙伴，如果有同样困扰的朋友可以参考申诉套路。再次提醒，千万不要完全的照抄内容，一定要针对自己的商品或是店铺状况填写，用词也可以自行修改。

最后祝福各位伙伴店铺顺顺利利，订单节节高升！

美国 Prime Day 就是今天！有稳定订单的伙伴们，不要忘了索评，不能错果每一个可以获取 Review 的机会！