亞馬遜商品與描述不符被停權申訴怎麼寫?(附成功範本)


應該有不少賣家有收過這樣的停權郵件,停權原因是買家抱怨收到的商品和商品描述不符。
郵件內容如下,亞馬遜會告知已經移除銷售權,列出是哪個 ASIN 和買家抱怨的原因。

 

郵件的後半段,亞馬遜表示如果賣家可以提出完善解決抱怨原因的辦法,就有可能恢復賣家的銷售權。限時 17 天內要提解決辦法,如果沒有提出,亞馬遜將移除店舖的 Listing 並且持續凍結帳戶資金。

最後告知幾個你可能違反的亞馬遜條款,針對這些條款提出解決辦法。

 

以下內容是一位申訴成功的賣家分享的,在這邊分享給其他賣家們參考申訴方法,如果有遇到相同的問題可以用同一個方式編寫申訴郵件。

BQool 比酷爾小編強烈建議不要照抄!一定要針對自己的狀況去寫,不要直接複製貼上發給亞馬遜!

 

郵件主題:
Appeal Letter to Amazon Seller Performance Team

 

郵件內容:
Dear Amazon.com Seller Performance Team,

老方法了,首先承認自己的錯誤,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.
接著針對每一項承認的錯誤提出解決辦法。

 

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

 

郵件發出後,很快就收到就收到亞馬遜自動回覆的郵件,表示將在 24 小時內聯繫賣家。
等待回覆的同時,不要怠惰!這位賣家為了表示修正錯誤的決心,在等待回覆的同時就先做了以上提出的改善動作。(BQool 比酷爾小編也不得不說這賣家真上進..)

 

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.

 

雖然自動回覆的信件表示 24 小時內會聯繫賣家,但這位賣家遲遲沒有收到回信,等了十天之後決定發第二封短短的郵件,註明發信時間,詢問是否能告知最新處理進度。

 

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

 

接著三天後,收到恢復銷售權的通知。從申訴郵件發出後,總共是等了兩個禮拜左右才收到回信,這應該算是快的,有的等超過一個月的都有。

 

 

還沉浸在恢復銷售權喜悅的同時,隔天馬上又收到第二封停權郵件。表示提交的計畫不可行,審核沒有通過。要凍結這位賣家帳戶的資金,郵件內容如下圖。

 

 

 

賣家表示,感覺像是前一天的通過郵件是一個人看了覺得可以就發了通過的郵件,第二封又是另外不同的人看了覺得不行,就發了停權郵件。

於是賣家又在發了一次和一開始完全一樣的申訴郵件,另外附上前一天審核通過的郵件內容(附在最下方的 Additional information 區塊裡)。

隔天又馬上收到恢復銷售權的通知...

 

 

 

BQool 比酷爾小編總結

亞馬遜的處理效率就不多說了,竟然品質如此低落。同一封申訴郵件不同人審核,竟然有完全相反的結果,沒有個標準在。已經審核過的 Case 也沒有關掉,竟然還浪費人力處理同一件事。

這篇實戰經驗分享給賣家們,如果有同樣困擾的朋友可以參考此篇申訴方法。再次提醒,千萬不要完全的照抄內容,一定要針對自己的商品或是店舖狀況填寫,用詞也可以自行修改。

最後祝福各位夥伴店舖順順利利,訂單節節高昇!

美國 Prime Day 就是今天!有穩定訂單的賣家們,不要忘了索評,不能錯果每一個可以獲取 Review 的機會!

 

 

轉載需知:

此文章由 BQool 比酷爾原創,轉載請務必保留原文連結

立即註冊:https://www.bqool.com/free-trial-signup/  免費試用軟體14天!

BQool 軟體網站:www.bqool.com.tw
BQool Fans Page:https://www.facebook.com/bqooltw/

評論

發表迴響

你的電子郵件位址並不會被公開。 必要欄位標記為 *