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做亞馬遜跟賣被關(guān)店是誰都不想碰到的事情，但畢竟難免，下面一起來看看一米軟件為大家準(zhǔn)備的亞馬遜跟賣未授權(quán)被關(guān)店申訴模板，可以收藏起來以備不時(shí)之需。

Dear Seller Performance team,

We are regret to violate the review policy. After we got your notification, we deep dived all our communication Our after-sales department sent after-sale service emails to customers to resolve their question and to apologize for their unhappy experience. After carefully review “Customer Review policy” and “Communication Guidelines”, we clear the role and policy for how to communicate with customer correctly. As a seller on Amazon, it’s prohibited to ask our customers to remove or update their reviews proactively.

(表達(dá)自己很重視，對(duì)事情嚴(yán)重性認(rèn)真對(duì)待)

After we hear back from customers, we will issue a full refund or a replacement per customer’s choice to make them happy with our service.

The sample emails is as below:

Dear Drew.

Thank for your response and your willingness to try our product once again.

So we have chosen the expedited shipping to send you a new one, which will arrive on around Dec.8.

Please remember to check your parcel on time.

And we are really sorry for the misleading product description for that there may exist some cultural misunderstandings.

We will recompose the description as soon as possible.

Thanks for your kind suggestion!

Best Regards

After-sale Support Team - Anne

(提供示例郵件，適當(dāng)說明這樣寫的目的是為了客戶體驗(yàn)，并非為了改好評(píng)，當(dāng)然也要承認(rèn)自己某些語(yǔ)句有暗示客戶修改的嫌疑，一定要承認(rèn)錯(cuò)誤)

We are trying our best to provide the best shopping experience to our buyers.

Here are the plan of action:

1 ) Provide better customer service. If there is a customer negative review of our products, we will actively solve this problem, we will understand the customer's problem in the first place, then we will apologize to customer, and finally we will replace it without return or refund according to their request.

2) For correcting the mistakes of our after-sales department, we organized a meeting for all employees in our company and make everything on the same page for 1) We will not offer refund or other compensation to a reviewer in exchange for changing or removing customers’ review. 2)We will not ask for reviews only from buyers who had a positive experience or attempt to divert buyers who had a negative experience to a different feedback mechanism. And 3) We will monitor reviews regularly and reach out to customers to resolve product or service issues. However, we will not ask customers to change or remove their review, even after an issue is resolved.

(提供整改方案，不要全抄這個(gè)，自己寫，分點(diǎn)分段，觀點(diǎn)清晰，根據(jù)實(shí)際情況)

All employees will have mandatory study for Amazon Community Guidelines to ensure all of them has a clear understanding of prohibit activities. We believe that investing in a knowledgeable and informed sales team reflects our commitment to quality and service. We also established a special monitor department with 3 employees, the scope of work includes check the email exchange between our service team and buyers/other, email address and content which must be uniformly managed by Monitor Department.

(進(jìn)行嚴(yán)格培訓(xùn)之類的話語(yǔ))

We have acknowledged the violation we made.We guarantee that we won’t make the same mistake again in the future.

Thank you for your consideration.

(再次表達(dá)重視，不再發(fā)生，讓他們給機(jī)會(huì))

好，基本情況這樣寫就可以。

亞馬遜申訴郵件的幾大重點(diǎn)：

1、第一時(shí)間下架侵權(quán)產(chǎn)品，并以糾正錯(cuò)誤的態(tài)度調(diào)查整個(gè)店鋪是否有類似產(chǎn)品，并表示將全部下架，未來將加大產(chǎn)品品牌/專利/真?zhèn)畏矫娴臋z測(cè)，100%確定沒有問題才會(huì)上架;

2、聯(lián)系郵件中亞馬遜給出的投訴人，承認(rèn)錯(cuò)誤，并示意自己是無心之失，告知已經(jīng)下架該產(chǎn)品，并承諾不再銷售他們品牌的產(chǎn)品，抄送給亞馬遜notice郵箱;(請(qǐng)看第四點(diǎn))

3、資料上有進(jìn)貨發(fā)票和其他有效證明可以提交作為輔助，提供供應(yīng)商的聯(lián)系信息管網(wǎng)等證明有正規(guī)的進(jìn)貨渠道，將組建專人團(tuán)隊(duì)負(fù)責(zé)核查產(chǎn)品信息:外觀/品牌/工廠資質(zhì)等，保證不再犯錯(cuò)

4、也是最重要的一點(diǎn)，收到郵件，在你沒有把握之前千萬不用輕易的去回復(fù)，盡量找個(gè)有經(jīng)驗(yàn)的人來寫這個(gè)郵件，不要小看郵件的回復(fù)，能不能申訴成功主要還是看你的郵件回復(fù)內(nèi)容如何，回復(fù)郵件是最關(guān)鍵的，回復(fù)多了，亞馬遜嫌你啰嗦不看，回復(fù)少了，把重點(diǎn)漏掉了，解決不了。