買家投訴商品描述不符被移除店鋪銷售權(quán)怎么辦？申訴郵件怎么寫(xiě)？（附成功范本）
應(yīng)該有不少賣家有收過(guò)這樣的停權(quán)電郵，停權(quán)原因是買家抱怨收到的商品和商品描述不符。
電郵內(nèi)容如下，亞馬遜會(huì)告知已經(jīng)移除店鋪銷售權(quán)，列出哪個(gè)ASIN和買家抱怨的原因。
電郵的后半段，亞馬遜表示如果賣家可以提出完善解決抱怨原因的辦法，就有可能恢復(fù)賣家的銷售權(quán)。限時(shí) 17 天內(nèi)要提解決辦法，如果沒(méi)有提交亞馬遜將移除店鋪 Listing 并且持續(xù)凍結(jié)賬戶資金。最后告知幾個(gè)你可能違反的亞馬遜條款，針對(duì)這些條款提出解決辦法。
以下電郵內(nèi)容是一位申訴成功的賣家分享的，在這邊分享給小伙伴們參考申訴策略，如果有遇到相同的問(wèn)題可以用同一個(gè)套路編寫(xiě)申訴電郵，強(qiáng)烈建議不要照抄!一定要針對(duì)自己的狀況去寫(xiě)，不要直接復(fù)制貼上發(fā)給亞馬遜了。
電郵主題：
Appeal Letter to Amazon Seller Performance Team
電郵內(nèi)容：
Dear Amazon.com Seller Performance Team,
老招式了，首先承認(rèn)自己的錯(cuò)誤，條列式清晰明了。
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.
接著針對(duì)每一項(xiàng)承認(rèn)的錯(cuò)誤提出解決辦法。
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
電郵發(fā)出后，很快就收到就收到亞馬遜自動(dòng)回復(fù)的電郵，表示將在 24 小時(shí)內(nèi)聯(lián)系賣家。
等待回復(fù)的同時(shí)，不要怠惰!這位賣家為了表示修正錯(cuò)誤的決心，在等待回復(fù)的同時(shí)就先做了以上提出的改善動(dòng)作。
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.
雖然自動(dòng)回復(fù)的信件表示 24 小時(shí)內(nèi)會(huì)聯(lián)系賣家，但這位賣家遲遲沒(méi)有收到回信，等了十天之后決定發(fā)第二封短短的電郵，著名發(fā)信時(shí)間，詢問(wèn)是否能告知最新處理進(jìn)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
接著三天后，收到恢復(fù)銷售權(quán)的通知。從申訴電郵發(fā)出后，總共是等了兩個(gè)禮拜左右才收到回信，這應(yīng)該算是快的，有的等超過(guò)一個(gè)月的都有。
還沉浸在恢復(fù)銷售權(quán)喜悅的同時(shí)，隔天馬上又收到第二封停權(quán)電郵。表示提交的計(jì)劃不可行，審核沒(méi)有通過(guò)。要凍結(jié)這位賣家賬戶的資金，電郵內(nèi)容如下圖。
賣家表示，感覺(jué)像是前一天的通過(guò)電郵是一個(gè)人看了覺(jué)得可以就發(fā)了通過(guò)的電郵，第二封又是另外不同的人看了覺(jué)得不行，就發(fā)了停權(quán)電郵。
于是賣家又在發(fā)了一次和一開(kāi)始完全一樣的申訴電郵，另外附上前一天審核通過(guò)的電郵內(nèi)容(附在最下方的 Additional information 區(qū)塊里)。
隔天又馬上收到恢復(fù)銷售權(quán)的通知...
亞馬遜的處理效率就不多說(shuō)了，竟然品質(zhì)如此低落。同一封申訴電郵不同人審核，竟然有完全相反的結(jié)果，沒(méi)有個(gè)標(biāo)準(zhǔn)在。已經(jīng)審核過(guò)的 Case 也沒(méi)有關(guān)掉，竟然還浪費(fèi)人力處理同一件事。
這篇實(shí)戰(zhàn)經(jīng)驗(yàn)分享給小伙伴，如果有同樣困擾的朋友可以參考申訴套路。再次提醒，千萬(wàn)不要完全的照抄內(nèi)容，一定要針對(duì)自己的商品或是店鋪狀況填寫(xiě)，用詞也可以自行修改。
電郵內(nèi)容如下，亞馬遜會(huì)告知已經(jīng)移除店鋪銷售權(quán)，列出哪個(gè)ASIN和買家抱怨的原因。
電郵的后半段，亞馬遜表示如果賣家可以提出完善解決抱怨原因的辦法，就有可能恢復(fù)賣家的銷售權(quán)。限時(shí) 17 天內(nèi)要提解決辦法，如果沒(méi)有提交亞馬遜將移除店鋪 Listing 并且持續(xù)凍結(jié)賬戶資金。最后告知幾個(gè)你可能違反的亞馬遜條款，針對(duì)這些條款提出解決辦法。
以下電郵內(nèi)容是一位申訴成功的賣家分享的，在這邊分享給小伙伴們參考申訴策略，如果有遇到相同的問(wèn)題可以用同一個(gè)套路編寫(xiě)申訴電郵，強(qiáng)烈建議不要照抄!一定要針對(duì)自己的狀況去寫(xiě)，不要直接復(fù)制貼上發(fā)給亞馬遜了。
電郵主題：
Appeal Letter to Amazon Seller Performance Team
電郵內(nèi)容：
Dear Amazon.com Seller Performance Team,
老招式了，首先承認(rèn)自己的錯(cuò)誤，條列式清晰明了。
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.
接著針對(duì)每一項(xiàng)承認(rèn)的錯(cuò)誤提出解決辦法。
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
電郵發(fā)出后，很快就收到就收到亞馬遜自動(dòng)回復(fù)的電郵，表示將在 24 小時(shí)內(nèi)聯(lián)系賣家。
等待回復(fù)的同時(shí)，不要怠惰!這位賣家為了表示修正錯(cuò)誤的決心，在等待回復(fù)的同時(shí)就先做了以上提出的改善動(dòng)作。
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.
雖然自動(dòng)回復(fù)的信件表示 24 小時(shí)內(nèi)會(huì)聯(lián)系賣家，但這位賣家遲遲沒(méi)有收到回信，等了十天之后決定發(fā)第二封短短的電郵，著名發(fā)信時(shí)間，詢問(wèn)是否能告知最新處理進(jìn)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
接著三天后，收到恢復(fù)銷售權(quán)的通知。從申訴電郵發(fā)出后，總共是等了兩個(gè)禮拜左右才收到回信，這應(yīng)該算是快的，有的等超過(guò)一個(gè)月的都有。
還沉浸在恢復(fù)銷售權(quán)喜悅的同時(shí)，隔天馬上又收到第二封停權(quán)電郵。表示提交的計(jì)劃不可行，審核沒(méi)有通過(guò)。要凍結(jié)這位賣家賬戶的資金，電郵內(nèi)容如下圖。
賣家表示，感覺(jué)像是前一天的通過(guò)電郵是一個(gè)人看了覺(jué)得可以就發(fā)了通過(guò)的電郵，第二封又是另外不同的人看了覺(jué)得不行，就發(fā)了停權(quán)電郵。
于是賣家又在發(fā)了一次和一開(kāi)始完全一樣的申訴電郵，另外附上前一天審核通過(guò)的電郵內(nèi)容(附在最下方的 Additional information 區(qū)塊里)。
隔天又馬上收到恢復(fù)銷售權(quán)的通知...
亞馬遜的處理效率就不多說(shuō)了，竟然品質(zhì)如此低落。同一封申訴電郵不同人審核，竟然有完全相反的結(jié)果，沒(méi)有個(gè)標(biāo)準(zhǔn)在。已經(jīng)審核過(guò)的 Case 也沒(méi)有關(guān)掉，竟然還浪費(fèi)人力處理同一件事。
這篇實(shí)戰(zhàn)經(jīng)驗(yàn)分享給小伙伴，如果有同樣困擾的朋友可以參考申訴套路。再次提醒，千萬(wàn)不要完全的照抄內(nèi)容，一定要針對(duì)自己的商品或是店鋪狀況填寫(xiě)，用詞也可以自行修改。
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