以下举例的这些模版，看似简单

但是这些卖家利用这些模板实操，成功解封！是真正有效的模板！

酷仔这边也热心帮卖家整理一下一些模板，

最好的状况下，是不要碰到封号。

但是身为亚马逊卖家，没碰到审核的真心是少数。

以下这些模板，不小心碰到的时候可以参考，不会毫无头绪不知道从何下笔。

老话一句，可以套用思路，但是不要全盘照抄，毕竟每个卖家碰到的状况都不一样。

亚马逊最近甚至谣传，透过申诉模版关联卖家帐户

所以务必小心 不要照抄

状况一：产品图片与描述和实物不符

成功解封时间：预估 11日（以亚马逊实际处理时间为主）

问题描述：过年期间客服放假，未及时解决买家问题

Dear Amazon Seller Performance Team,

(清楚描述问题 承认错误)

We understand that recently our performance as a seller on Amazon.com has fallen below both Amazon’s and our own standards of quality.

I believe it is mainly because of our inadequate communication that we have recently seen two negative reviews which have resulted in our ODR exceeding the performance target of<1%.

Unfortunately, we changed the Listings Status to be Inactive from 23/01/2019 to 06/02/2019 because of a long vacation, obviously,the two complaints are nightmare during the period without order.

(未来改进措施)

Plan of Action: We are taking the following steps to improve our performance:

1. Review all of products to make sure that the pictures and descriptions are accurately match with our products.

2. Most importantly, we will complete the investigation more quickly and proactively（within12 hours） to any problems with customer orders to keep our customers more informed and help prevent such circumstances as much as possible, then replacement or a full refund will be done within 24 hours

3. 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.

状况二：账号疑似被盗用

成功解封时间：预估 3 日（以亚马逊实际处理时间为主）

问题描述：这是比较早时间的问题了，还记得 2017 年第一波亚马逊日本站点的卖家” 被盗账号潮 “，这也是为何亚马逊会开始要求设置两阶段验证的起源！亚马逊除了强制卖家进行两阶段验证之外！顺便杜绝一下多账号的卖家（不过其实很多卖家还是魔高一丈，多手机号码真心不难，只是麻烦．．）

亚马逊警告信如下：

卖家的 亚马逊申诉模版 内容如下，以下仿照亚马逊要求的格式回复！

以下文字版本！依照亚马逊给你的格式回答，我这边举例是真实卖家的案例，原文一字不改，所以就先别管文法用字的问题了，可以参考思路改写最重要！

You wrote:

Inventory management

————————————

I am a small seller, I manage inventory manually, since I only have few items to sell.

Selling history

————————————

I have been selling things on ebay part time for past 10 years. seller id is XXXXX.com

Additional Information

————————————

I am small part time seller

Contact phone number

————————————

626xxxxxx

以上回复后，预估 3 日完成解封！回的很简单，但是这也是亚马逊所需要知道的事情！

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状况三：违法跟卖

解封时间：预估 17 日（以亚马逊实际处理时间为主）

问题描述：大家也知道，不管有心无心跟卖到品牌卖家的商品，卖家就会向亚马逊投诉，如果能够举证的话，亚马逊就会发信来警告跟卖的卖家！这个卖家就是 ” 无心 ” 跟卖到一个品牌，被卖家投诉之后，亚马逊的警告信随之而来！

以下是申訴內容参考，同样的，我是以卖家原文的角度来分享，所以如果用字跟文法卖家有更好的使用，请自行修改！以下是版本截图：

以下是文字版本，给大家参考：

You wrote:

Inventory management

————————————

I got the notification about my Seller Account is being reviewed by Amazon now. I am just assigned to handle the store recently and tried to learn the listing process（可以强调自己是新来的，无心违反政策）It seems that some of my previous listed products need the grants from other sellers.

I remember that Amazon would prompt me during the upload process if the products need grants, but it is strange that I uploaded successfully.

I didn’t intend to sell these products and didn’t intend to earn any profit from them.

These products have been removed.

Please kindly reopen the store as soon as possible.

Selling history

————————————

No

Contact phone number

————————————

+886921xxxxxx

以上回复后，解封时间：预估 17 日完成！回的很简单扼要，就是先道歉，再强调没有出单，没有损害买家权益！毕竟亚马逊是注重消费者体验的平台，买家体验至上，没有侵害到买家权益，拼命强调这点也是可以的！

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状况四：账号疑似被盗用（另外一种解释）

解封时间：预估 11日（以亚马逊实际处理时间为主）

问题描述：又是一个账号被盗用的实际案例！不过今天有提供另外一种解法给大家参考！

以下是 亚马逊申诉模版 截图 (原文)：

以下是真实申訴內容，卖家原文一字不改！

You wrote:

Inventory management

————————————

I manage inventory manually.

Selling history

————————————

I sell some items on ebay and shopify

Additional information

————————————

I outsource some create listing task to oversea agent to better manage my time. Maybe that cause the suspension. I will try to avoid that.

Contact phone number

————————————

626xxxxxxx

以上回复后，解封时间：预估 11 日完成！强调自己多平台操作，除了亚马逊之外还有 Ebay, Shopify 等等，因为业务关系需要转包给国外同事，因此可能被亚马逊认为是异地登入，而认定被盗账号！

状况五：迟发货+缺货+回复客户慢收到A-Z

解封时间：预估 17 日（以亚马逊实际处理时间为主）

问题描述：信中开头先明白承认自己的疏失，表达出诚意。之后将问题清楚分割成两个部份，然后依序以条列重点的方式将改进方法提出，最后在以加强语气强调改进的决心并想要收到回信的迫切。

Dear Amazon Seller Performance Team,

(了解自身问题，承认疏失)

I understand that recently our performance as a seller on Amazon.com has fallen below both Amazon’s and our own standards of quality. I believe there are two main reasons this has happened:

• Disorganization in our inventory management has resulted in late shipments and, even worse, unavailable items.

• 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 our 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%.

(改善措施)

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. Entire inventory has been deleted from 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.

当然以上五个范例，重点简单整理一下：

1. 强调没有侵犯买家权益

2. 强调是新手，或者是新手员工的问题

3. 强调外包业务给其他国家团队

4. 强调多年多平台经营（不是多帐号，是多平台！）

5. 强调非故意，下次保证绝对不会再犯！

以下是亚马逊常会请买家给的资料：

• 在亚马逊上经营的时间 （How long you’ve been in business）

• 货物库存来源 （The sources of your inventory ）

• 估计每个月店铺的营业额 （Anticipated monthly sales on Amazon.com）

• 寄送库存数量 （The availability of items for shipping）

• 自己零售商店的地址 （The address of any retail locations）

• 提供在其他网路电商平台网站的链接 （Links to other websites where you are actively selling ）

• 近期出货的追踪信息 （Tracking information for recently shipped orders）

• 税号或者 D-U-N-S 号码！（Tax ID or Dun and Bradstreet （D-U-N-S） ）

  
  

下期分享--亚马逊申诉信中不可犯的四个错误及早预防胜于治疗，要如何避免被亚马逊封号？