亞馬遜運營郵件百套模板第二發(fā)，店長強烈推薦，接上篇文章史上最全亞馬遜郵件模板（一）—-店長推薦，今天 po 出亞馬遜索評、亞馬遜申訴、亞馬遜尋求賣家支持郵件模板。

亞馬遜 Feedback、Review 有關(guān)模板

1、亞馬遜索要好評模板

模板 1：

Dear xxx,

Thank you for your business and purchase. We email you to know whether products you bought in our store–xxx– meets your demands.

Your order in Amazonxxx

We has  been working assiduously in hope of providing our customers high-quality products and best services. If the product isn’t what  expected before, please never hesitate to contact us, we will give priority to offering solutions to your situation.

Rather, if it is true that our products and service make you satisfactory, we sincerely hope you can leave us feedback by clicking on the following  link:

xxxxxxx

Meanwhile, we hope, if possible, you can share with us your usage experience on the  product reviews, which certainly would  of great significance  and benefits in product quality enhancement and service improvement.

xxxxxThanks so much for your kind help. xxx Customer Service Team

模板 1：

Dear xxx

Thanks so much for your feedback and feel so happy you enjoy this product.Rather, if it is true that our products and services make you satisfactory, we sincerely hope you can leave us a product review on the product ,(you can also simply copy your feedback as product review)which certainly would be of great significance and benefits in product quality enhancement and service improvement.xxx

Thanks so much for your kind help.Looking forward to more cooperation in the future.

xxx Customer Service Team

2、亞馬遜移除差評模板–Feedback 篇

主旨的部份盡量語氣直接用字簡明，讓買家收到時再收信匣的預覽界面就可以一目了然。再來是內(nèi)容的部份，以下是請買家提供 SKU / ASIN 來做查詢，可以依照您的需求來做內(nèi)容調(diào)整。首先都是要先表達歉意，以及還有愿意積極處理的誠意，最后再表達由衷地感謝給予改進的機會。(以下為參考模板)

電郵主旨：Regarding your AMAZON.COM order feedback with 店鋪名稱

Dear Customer,

You recently left us a negative feedback regarding your order placed with 店鋪名稱 on AMAZON.COM. We are sorry about the inconvenience.

Please kindly provide us with the SKU number under the bar code label on the item packaging or on the box or plastic wrapping the item was in. Please let us know exactly what’s the model of your device and we will look into this matter.

Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.

Sincerly yours店鋪名稱 Customer Service Team

3、亞馬遜移除差評模板–Review 篇

Dear Customer,

Thank you for your purchase and taking the time to write a product review. We are terribly sorry to hear the product you received is defective and would like to know if we can send you a free replacement or assist you with a refund. 

Customer reviews is important to us and we value your response. All responses will be used to further improve the quality of our service and products.

Please let us know how we may assist you to resolve the issue you have experienced.

Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter. 

Sincerly yours店鋪名稱 Customer Service Team

4、亞馬遜產(chǎn)品售后郵件—產(chǎn)品是否原裝

Dear

Thank you for you writing to us .To be honest,this xxx controller is not original,it is totally new assembled and sealed.Actually we make full test on each controller before shipment,it can work perfectly normally.As you know,the price of original one is double or more than the new assembled one.So we suggest you not return them now,you can try to use them when you received.I believe you will like them.You can tell me if you are not satisfied with them that time.

Any other help need ,please feel free to let us know.Best regards 

xxx

5、亞馬遜教客戶留 Review 和 feedback

教客人留 reviewPlease kindly follow these steps:1. Go to http://www.amazon.com/your-account.2, find your order then, leave a review 

教客人留 feedback1. Go to http://www.amazon.com/your-account.2. Under “Personalization,” in the “Community” column, click “Seller Feedback Submitted By You.”

6、亞馬遜教客戶移除差評 Feedback

Do you receive our last e-mail?We already issued you full refund.Please find the attached screen shot（附退款截圖）Is there any chance for you kindly help to remove the feedback you left ?It will be greatly appreciated.:)1.sign into your account2.find your this order–your feedback on this order3.remove your feedbackThanks so much for your efforts.

7、亞馬遜請求移除差評模板

Dear xxx, 

I am xxx from xxx headset,colleague of xxx,she called you yesterday.

We are so grateful and happy to see you already  removed the feedback.And we will resend you a totally new headset tomorrow.Could you kindly please also help to remove the one star review ?We really appreciate your help.As a new seller, we still have a lot of things need to learn and improve. Your kind help will help us to keep our seller account in safe condition.Now our seller account was in danger now as some other store is competing with us spitefully lately.We are still appealing with Amazon on this issue . We really need your help and support.Thanks in advance and have a good day!

xxx

8、當客戶不移除差評，聯(lián)系亞馬遜賣家支持

模板一：

Dear Amazon service team,

As attached you can see a feedback and review form order xxxx.We write to beg you help to remove them as the y are unreasonable and unfair to us.

> As for the feedback:(more details.please find as attached)The buyer mixed our two different items.The one is XXXXX(ASIN:XXXXX),the other one is XXXXX(ASIN:XXXXX)The buyer bought XXXXX,you bought it on Nov.17 with XXX GBP,it’s right. And we adjust the price of XXXX to to XXXXGBP three days ago since it is Black Friday and Christmas eve.As you know,most of the seller made promotion during these days. We think it is allowed action.But you leave the review for our the other product XXXXX,it is wired,but the XXX you ordered is wireless.They are different. XXX is always XXX GBP  since we list it on our store.So we did not change price informally.

> As for the shipment,,we send our headset from HK only when the FBA stock is out of stock.That is very few of order.We have been used your FBA service.and we will try our best to prepare more stock in Amazon ware house to avoid ship ourselves.

> As for the review,at first ,it is totally same as the feedback content.not refer any quality problem of our headset. In fact ,the headset she received is no problem.But after i explained with the buyer on the fact that she has mixed our two different headsets.

She replied me ,(as attached e-mail) she will not revise the feedback and remove the review from XXX headset to XXX headset, to our surprise ,she changed the review content! She begin to say there is quality problem to our headset.

And we contact her to ask how she connect the headset ,no reply.Actually ,it is a good headset.We are willing to refund her or resend her a new headset if she sticks to .no reply.

We feel guilty and apologize for the trouble and inconvenience we brought to you.But as a new seller,we need a fair environment to grow up .In fact,we have been trying our best to provide best service to our customers.Our orders is not so many so far,any negative review and feedback is deadly shock to us.Now our seller account was in danger now as some other store is competing with us spitefully lately.

We are still appealing with Amazon on this issue . We really need your help and support.So we beg you help to check and remove the review and feedback to us.Thanks in advance and have a good day!

模板二：

Dear Amazon service team,

As attached you can find part of e-mails we contacted with XXX.At first, XXX leave us a negative feedback as the headset he received is defective.And thanks to your help we find XXX’s contact information and contacted him at once.We resend him a new headset and teach him how to use this headset in right way.At last,he learned how to use the headset successfully and agreed on give us a positive review and feedback.Now,he already rewrite us a positive feedback but don not know how to delete this bad review.He left his good review to another store carelessly.Please help him to remove this bad review.Now our seller account was in danger now as some other store is competing with us spitefully lately.We are still appealing with Amazon on this issue . We really need your help and support.Thanks in advance and have a good day!

XXXX

模板三：

Dear Amazon service team,

As attached you can find is a bad review and screen shot on calling.At first, XXX leave us a negative review as the headset he received is defective.And thanks to your help we find his contact information and contacted him at once.We resend him a new headset and teach him how to use this headset in right way.At last,he learned how to use the headset successfully and agreed on give us a positive review .He already agreed on give us a good review,but he is too busy to remove his bad review.Please help to remove it .Or it will influence our account safety.We really need your help and support.urgent.

Thanks in advance.

XXXXX

模板四：

Dear Amazon,

This is a product review,please help to remove.Or it will have a bad influence to our store.We contacted this buyer many times ,no rep.ly.Please help asap,urgent!Thanks in advance.

XXXX

模板五：

Dear Amazon,

Please help to remove this false review,http://www.amazon.com/XXX

The buyer said he contacted us and we never reply,totally lie,you can check the our seller account and you will see the Buyer-Seller Contact Response Time in the last 90 days is 4 hours 39 minutes.so the total review is a lie and he may didn’t buy this product in our store as we can’t find his order ID.Unfair and unreasonable,please review ,thank you.XXXX

9、請寫手寫 review,溝通模板

Dear xxx,

Actually ,i didn’t receive your any review so far.Now,please rewrite a review for me .Here is the product link:http://www.amazon.com/xxx

We use it for business promotion.Requirements:1.we need the key word “xxx “ appeared at least five times in your review2.Professional tongue3.Highlight our bullet point 4.It will be greatly appreciated if you could also help to put the review and our store link to some popular forum or website related .Thanks so much for your help and hope we could see your review soon.xxx

亞馬遜申訴有關(guān)郵件模板—請不要照抄，容易導致賬號關(guān)聯(lián)被封

1、亞馬遜 ATOZ 申訴模板–包裹顯示妥投客戶沒收到貨，客戶開了 A-Z 和信用卡拒付

Dear Amazon,We are contacting you regarding our seller account suspension.I understand that recently our performance has fallen below Amazon’s target. After checking our ODR, we find that the main reason that cause A TO Z claims and charghebacks is that buyer claim they did not receive the package, while the?tracking number shows it was delivered. High ODR rate is caused by bad logistic service.Steps we have taken and will continue to take:1, we have changed our logistics company , we have found a better efficiency logistics company to offer the better service, we will ensure every customer can receive their package.2, We will use FBA to fullfill part of our orders .?3, We have and will continue to offer great purchase experience to the customers.4, We have checked all the products we’ve been sold, and removed the product that may have problems, we will continue to do this to offer the best service to the customer5.Improving our service level;a.Answer the customer’s message within 24 hours.b.Reply to the buyer’s inquiry as soon as possible. Try our best to meet buyer’s needs.c.For negative feedback, be patient to contact with the customer, figure out a good solution and keep in touch with the customer.d.After-sale service, support what we can do to help the customer to remove doubts about our product.e.Upgrading our operating level and taking a more professional attitude.Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.Best regards,

2、亞馬遜賬戶 ODR 過高被關(guān)賬戶申訴模板

模板一：

Dear Amazon Team,Thank you for giving us a chance to state our detailed and plans about precise solutions regarding shipments. We will show you how we resolve this kind of problems in the future. Please investigate us because it is Amazon’s rights. We have a confidence in becoming a good seller when we avoid defects later.1,Why our account is locked………    2,How to correct the problem2.1…     2.2,We will make a better inventory management to avoid the occurrence of any short supply.    2.3,We will confirm dispatch every day and do our best to decrease the Late Dispatch Rate, improving our account performance to a large extent.

2.4,We will increase the ability to handle emergencies, such as power failure which can lead to no access to Internet.

2.5,We will …  3,How to avoid this problem in the future3.1,…3.2,…     3.3,We will inform customers of the latest delivery news so that they can know about the status of the items they buy. Moreover, we will …

3.4,As for the delivered but non-receipt items, we will communicate with customers positively and apologize to them first to acquire their forgiveness. Moreover, we will…

3.5,As a new seller who lacks selling experience on Amazon, we will …

3.6,We will spend much time on inventory management,…

3.7,We will choose FBA as our shipping delivery which can decrease the rate of complaints to a large extent. We will…

3.8,We are …4,About our currency metricsAs for our currency metrics, we will obey all Amazon rules and regulations to build a healthy account. We will …

5,Our information:    Thank you very much to give us a chance to show our detailed plans about how to prevent complaints and other problems. We will … We are looking forward to your news. We are happy to provide any other additional information as you request. Furthermore, may you have a good day.

Best Regards

模板二：

To whom it may concern,We are contacting you regarding our seller account suspension. We realize the delays in shipping orders has not complied with Amazon’s performance target of less than 4°〇, nor our target of less than 2°〇.We have reviewed our fulfillment procedures and have determined the two areas that need to be addressed:Shipment Creation and Inventory Availability.We realize we needed additional support for managing fulfillment for our Amazon orders. To achieve our goal of more than 98°〇 on-time shipping we have added additional staff to support the sales person in our retail store who handles Amazon fulfillment. This will allow us to have packages prepared and ready to ship more efficiently.To address inventory availability issues we have consolidated our Amazon inventory into one location to speed shipment creation. Having all Amazon inventory at one location wi 11 eliminate delays in getting product out by the Expected Ship Date.Thank you for considering this appeal.

3、亞馬遜賬號被關(guān)申訴方法論

「 亞馬遜賬號被掛的主要原因 」

目前我所申訴回來的賬號被掛的主要原因有以下幾點：1、賬號表現(xiàn)差，例如 ODR 及各項指標超標，包括過高的訂單缺陷率，發(fā)貨延遲率過高，配送前取消率過高，有效追蹤率過低等等。  2、侵權(quán)，rightsowner complaints。3、操控 review 和 feedback。4、不合格的變體。5、產(chǎn)品安全問題，無認證。6、歐洲期中一個賬號被關(guān)，連累其他賬號一起被關(guān)。7、賣假貨，receivedcomplaints about the authenticity of your items。                                                                                             8、Generic 問題。

還有很多被關(guān)的原因，以上是目前我因上述原因?qū)е沦~號被掛而成功申訴回來的總結(jié)。另外，有一些奇葩的原因?qū)е沦~號被掛，例如機器人掃到的問題，我也是遇到過的。

如果每一點要說歷程，估計一個晚上都說不完。所以我主要講大家最常遇到的賬號被關(guān)的原因：侵權(quán)、賣假貨。

 「 侵權(quán) 」

You may no longer sell on Amazon.com because of rights owner complaints about items that infringe their intellectual property rights. Here are some examples of your Listings that may be inauthentic.

這種一般會有告訴你到底是侵權(quán)哪家了，讓你去聯(lián)系 right ower 的一方。

這種看似最嚴重的其實挽回的機會也很大。很明顯知道誰在投訴你，找對方撤訴基本可以回來，那么這一點我不做詳細解讀，只要找到對方撤訴就好。我曾經(jīng)被大嘴猴公司告至賬號被掛，但是后面還是成功申訴回來。在語言表達上面，就看你怎么樣去跟 right owner 去溝通，要看公司寫郵件的這個人的情商和英文能力了。

還有一種就是：You may no longer sell on Amazon.com because of rights owner complaints about items that infringe their intellectual propertyrights. 這種是沒有告訴你到底是哪個產(chǎn)品侵權(quán)，只是讓你提供資料到 pq-review@amazon.com 郵箱進行申訴的。

這種就稍微麻煩一點，因為你根本不知道到底是哪個 Listing 侵權(quán)了。這一種就需要徹底全盤清查賬號的所有 Listing，凡是打擦邊球的都需要去一一排除。然后就你認為最可能侵權(quán)的去進行申訴，如果你不確定，可以直接回復郵件問，但是問之前最好自己心里有數(shù)，具體是哪個產(chǎn)品動了亞馬遜的奶酪。

所以遇到這種情況，通常是賬號的其中一個或是多個 Listing 有問題，一定要嚴格自查。當時我是一個一個去排除，發(fā)現(xiàn)店鋪竟然出現(xiàn)有兩個跟賣別人的產(chǎn)品，所以我就爭取這兩個跟賣的產(chǎn)品進行申訴，并且提供資料過去申訴就通過了。 

「 賣假貨 」

You currently may not sell on amazon.com becausewe received complaints about the authenticity of your items.

這種情形看似有回來的機會，但是了如果申訴信寫得不對口，機會反而很渺茫。因為你不知道問題出在哪里，因為這個 authenticity 在亞馬遜中定義太廣。在這里歸納了一般有幾種情況會出現(xiàn)這樣的問題，有些原因會讓你覺得莫名其秒：

1、有些賬號開通沒多久，出單了，貨還沒到客戶手里，就收到這種郵件，那么很明顯不是客戶投訴你的。2、還有一種可能就是真的客戶在投訴你，你無查起，到底是投訴你是產(chǎn)品有問題了，還是賣假貨了，這個 authenticity 的定義就比較廣。3、還有現(xiàn)在很多的賣家英語一般般，不會自己編輯方案，就會東拼西湊別人的 Listing，或是小賣家都沒有請美工，抄別人的圖片，這類情況都是會被歸為這一類的問題中。4、你產(chǎn)品的 ODR 過高，被亞馬遜多次警告或是移除。這里指的是你單個產(chǎn)品的 ODR 過高，并非賬號的表現(xiàn)。5、你賣的產(chǎn)品并非你的名下品牌，或是代銷，或是授權(quán)的。6、你真的是在賣假貨。7、你賬號有跟賣的情況（雖然有可能品牌的 right owner 沒有向亞馬遜投訴你），亞馬遜在 review 你的賬號，在旺季前亞馬遜偶爾抽抽風。面對種情況，一般銷售會一臉茫然，不知具體問題出在哪里。如果有人遇到這類情況，怎么寫就要看公司人員的英語水平：思路很重要，思路很重要，思路很重要。

申訴很重要且需要很注意的一點就是：絕不能抄襲別人的郵件，可以參考別人的思路。因為現(xiàn)在隨便百度一下，就是一些模版，記住千萬不要抄襲，否則賬號還會因此被關(guān)聯(lián)。 

「 申訴的思路舉例 」 第一必須認知到自己的錯誤，根據(jù)我上面所提到的幾點，針對自已的賬號認真分析是屬于哪一種情形承認錯誤。這個非常關(guān)鍵，如果你找不出你賬號因為什么原因被懷疑 authenticity，那么寫申訴郵件的第一步你就失敗了，態(tài)度必須誠懇。

如果我申訴的賬號情況是屬于產(chǎn)品 ODR 過高導致的被懷疑 authenticity 且封賬號，我首先需要做的就是查看整個 Listing 的所有 review，特別是三星和三星以下的。從這些 review 當中去把客戶遇到的問題全部一一羅列再分撿出來。

Action：其次我把所有因為 ODR 過高的產(chǎn)品 FBA 庫存全部移除，把這個 Listing 進行刪除，操作完這些之后（這一步至關(guān)重要），接下來要做的是：1、將所有陳列出來的問題：通過 review 找出來的 3 星或是 3 星以下的一個一個找出解決方法，必須是有效的解決方法，這個很關(guān)鍵。賬號能不能回來，就看這一點的解決方案了。2、這個是我自有品牌的，所以提供品牌證書，證明這個產(chǎn)品是我們公司的。3、提供增值稅發(fā)票，一定要增票，增票上根據(jù)郵件要求提供所有信息，增票上不全的，在郵件中補充或是提供一張購銷合同。4、說明 Listingproducts match the detail page 100%，match the detail page’s specification .5、說明 complywith Amazon.com image and description compliance （產(chǎn)品圖片是自己拍的，文案是自己做的；6、說明會遵守亞馬遜的各項規(guī)則，特別指出 authenticity 這條規(guī)則，在亞馬遜的 policy 中找出這一條來詳加說明7、這個產(chǎn)品之前因為 ODR 問題被警告，計劃和操作一致，先操作再計劃，前面提到已經(jīng)將 Listing 的 inventoryremoval 掉，不再銷售，在這里提供一下 removal order ID，證明所有的被刪除了（當然如果還想賣，后續(xù)再建 Listing，再重新銷售，這個是后話）。一定要做到真正解決問題，而不是表面敷衍的寫封郵件就可以了。

這個思種和解決方法我開回來了好幾個賬號。思路大致相同，不同的就是郵件的表達方法都不一致。這都是我親身經(jīng)歷過且真實開回來的思路。 

「 申訴信特別需要注意的 」

通常有以下幾點需要注意：1、不要打感情牌：什么利潤需要養(yǎng)家糊口，需要養(yǎng)活公司等來博取同情等等，這個沒用的。而且亞馬遜一收到類似郵件，他基本看都不會看。2、不要任何的廢話，簡單扼要，思路清晰。3、要博得亞馬遜看郵件的興趣。4、申訴郵件的思路和條理一定要清晰。5、英文的表達書寫很重要。6、更重要的是你的解決方案真的是被亞馬遜認可。

4、Wish 賣家侵權(quán)被關(guān)店申訴郵件

Dear Merchant:

You have been suspended from trading on the Wish platform because you have posted products that appear to infringe the intellectual property rights or others, or have included elements in your post that appear to infringe the intellectual property rights of others.  The posts, and issues with those posts, have been identified to you.

You have asked to be reinstated as a merchant.  Wish has agreed to reinstate you based on the following representations, which you confirm by agreeing to below:

1.You will not post again the product that was the subject of a post taken down by Wish, nor will you upload any content that caused a previous post to be taken down;

2.You have communicated with your Wish BD manager that you have done a sweep of your Wish posts to confirm the steps outlined in (1) have been taken by you; and

3.To the extent you claim rights in the intellectual property at issue, you have provided proof of your rights in that intellectual property to the satisfaction of Wish.

By signing below, you also acknowledge that you have reviewed and will comply with the policies of Wish concerning intellectual property, found at https://china-merchant.wish.com/policy/ip.  You further acknowledge that Wish retains the right to suspend or terminate you, or withhold payments due to you, in the event that you do not comply with these policies in the future, as the polices may be modified from time to time.

Sincerely,

Wish

I HAVE READ THIS LETTER AND AGREE TO ITS TERMS  

NAME : 

SIGNATURE :

MERCHANT NAME : 

MERCHANT ID :

COMPANY CHOP :

DATE : 

5、亞馬遜賣假貨被投訴關(guān)賬戶申訴模板

Dear Amazon Team,

It has been brought to our attention that our selling account has been suspended due to claims that we have listed inauthentic items. This is very alarming to us and we immediately investigated the claims. What we determined is that we were actually not selling counterfeit items, but we didnt have the permission to represent and sell these items as new. We were able to determine our mistake by researching the Policies and Agreements of Amazon and questioning fellow sellers on Amazon seller forums. We certainly did not intend to infringe upon on the intellectual rights of others. The ASIN listed was an item that we purchased at full retail price. We only had one of this item and we had no intention of misrepresenting this company. We have realized that we have several other items that violate this policy in our inventory and we need to address this immediately.

Here is our plan of action to avoid future problems

-First we will thoroughly review all Amazon Policies and Agreements-next we are going to examine every item we have listed and make sure we have the proper credentials to sell these items as new on Amazon.?-any items that we do not have invoices for will be changed to and sold in used condition or through other selling channels-Finally we put measures into place to constantly monitor newly listed inventory by me personally to avoid infringement on others property rights.

Please know that these policy violations were not intentional and we do apologize to any parties that we infringed upon. We have been happily selling on Amazon for nearly 2 years and after some initial start up bumps, we have been able to keep great metrics and provide great products to many happy customers. I hope you realize that we are sincere in our intentions and hope to be selling on Amazon again soon. Thank you for your consideration.

Best Regards(店鋪名)

6、亞馬遜店鋪侵權(quán)申訴模板

Dear Amazon,Thank you very much for giving me a chance to appeal the removal of our Amazon selling privileges .Please see our following information.Our selling privileges has been removed by Amazon on August,11th,2016. Amazon removed our selling privileges because some of our listings violated related Amazon policies,especially infringed intellectual property rights of some rights holders.?

First,we apologize…Second,…

Third,as for the violated brands ********and violated ASINs:*******…1.Why Amazon removed our selling privileges1.1 Amazon thinks those products are related to brand intellectual property violation…1.2 Everyone should respect other rights holders’ legal interests…2.How we solve the problem and prevent the mistakes happen again…2.1 …2.2 …2.3 …2.4 …2.5 …2.6 We apologize to the rights holders and to Amazon with our sincerity on behalf of our whole company again. We promise we correct our mistakes. Please trust us and give us a chance.

3.Additional information we let Amazon knowWe are a new company.?1)…2)…3)…4)…

We have supplied the essential materials …Best Regards

xxx

7、亞馬遜 ATOZ 申訴

Dear Amazon, On Feb.xx,201xwe received a A TO Z claim on the order :xxx,We are on Chinese New Year holiday from Feb.4 –Feb.13,but we still answered her e-mail.Claim”?did not receive the item or items.“We hope to solve this claim in a peaceful way.And Amazon encourage us to seller and buyer solve problem in a friendly way.We kindly ask you help to withdraw the claim as we didn’t do anything wrong.1.In fact,we already deliver the item successfully,here is the tracking#:xxxxxTracking web:www.usps.com   delivered on Jan.xxx.Here is the tracking information FYR:

xxx

2.Tough we already deliver the item,but when we received his claim,we answered his e-mail at our earliest time and kindly ask him check your front door or mailbox,if he still can’t find it ,please let us know,we could resend him new one or issue him refund.

3.We could resend him a new item,but he should show us the proof he really didn’t get the item.

4.We did everything we should do in a very polite way and totally send him 6 e-mails,he didn’t reply later,we can’t suffer a such claim without any proof,unfair!Your help is urgently needed.Please let us know what we should do for the buyer and protect our metric not effected.We must will try our best to satisfy the buyer.but please kindly ask him to withdraw the claim .As a new seller ,we have been trying our best to offer best service for our customer. We must will perform better and better.Thanks and looking forward to your help. Best regards xxx

8、亞馬遜申訴 ATOZ 期間不小心退款

Dear Amazon,

We are writing to you to make some explanation for a A-Z claim.Order ID:xxxAs you know,we represent this A-TO-Z to you on Sep.13 and then Amazon requested information from the buyer on Sep.14 and then we got buyer’s e-mail on Sep.15 to say she already returned her item to us,but as we didn’t know the buyer is just the buyer who issued A-TO-Z,we didn’t check and then we refund her.And then we received your e-mail to tell us the claim is closed.

As you know ,after we received her claim we contact,didn’t get any reply,then we have no choice but to represent the case to you,or it will be closed automatically after 7 days.That is to say,she returned the item after we represent to you.Then ,we refund her.1.We want to know,will we still be deduct 500 points of seller rating?And our ODR be influenced?We think we shouldn’t been punished for this as this buyer didn’t return until we represent this claim to you.Really very unfair and unreasonable we didn’t do anything wrong.2.And what we should do if a claim is still under your surveying and we received buyer’s e-mail to tell us she returned?We shouldn’t refund them at once?Thank you and waiting for your earliest reply.xxxx

Dear Amazon, On Nov.xx,we received a A TO Z claim on the order :xxxx,the customer send us a e-mail say he was not happy with the order on Oct.4 Our customer service team –xxx responded him at once (Nov.xx). We apologizing for his disappointment and stated that the item he purchased is likely missing in transmit and told that we will issue him a full refund if he is willing.

We are really very sorry for all the inconvenience brought to the buyer,but as you know there are always something out of control in international shipping.As a new seller on Amazon,everything is very difficult at the beginning.We really need a chance to amend this issue.So we keep contacting the buyer on Nov.25 and Nov.27,we have been willing to issue him full refund,but is there any chance for us to issue him full refund while we will not be punished at the same time .Per the e-mail the buyer replied,he agreed we issue him full refund ,but he is afraid on case he withdrew his claim ,he can’t get his refund.Is there any chance for you to close the claim and we will issue the buyer full refund at once.You can check our communication e-mails and you will find that we have been willing to issue our buyer full refund and will do everything to protect our buyer from suffering any loss.We really need your help. As a new seller ,we have been trying our best to offer best service for our customer. Thanks and looking forward to your help. Best regards xxx

亞馬遜跟賣有關(guān)

Dear Amazon,Please help to warn this seller named–“xxx”They are infringing upon our trademark rights–”xxx”The ASIN:xxxGCID:xxxWe are the owner of “xxx” and have registered on Amazon.This seller is selling replica of Creaker products.It is an illegal action that seriously infringes Trademark Law,which is against Amazon’s policy while our brand has been registered in Amazon brand registry.Please help to warn this seller and take necessary action such as blocked his listing..Really urgent.Thank you.xxxx

亞馬遜投訴跟賣

1

 Hello from xxx, We noticed that you are not an authorized online retailer for xxx brand products and you have listed these particular item(s) xxx which are sold exclusively by TOTU authorized retailer. Additionally, you might be selling replica of xxx products.

By the way,we already printed “xxx” logo in our newest package to inform the customer to distinguish the original one. Policies on Amazon state that listing prohibited intellectual property may result in the cancellation of your listings, or the suspension or removal of your selling privileges. Sellers are responsible for ensuring that the products they offer are legal and authorized for sale re-sale. For more information on this policy, search on “Intellectual Property Violations” in seller Help.  We want to call this to your attention because failing to meet Amazon’s performance targets can result in the removal of your selling privileges. We kindly request you to remove your offers from all TOTU product pages on Amazon.com within 24 hours, and do not list items on TOTU products pages in the future.  Please understand that we do not want to file any claim against your store if you are willing to remove your listings. We will write to Amazon and provide our authorization proofs for check if you are not cooperated.  Thank you for your cooperation.  Sincerely, xxx

2

 Hello from xxx,  We noticed that you are not an authorized online retailer for xxx brand products and you have listed these particular item(s) (xxx) which are sold exclusively by xxx authorized retailer. Additionally, you might be selling replica YaYa3D products.  Policies on Amazon state that listing prohibited intellectual property may result in the cancellation of your listings, or the suspension or removal of your selling privileges. Sellers are responsible for ensuring that the products they offer are legal and authorized for sale re-sale. For more information on this policy, search on “Intellectual Property Violations” in seller Help.  We want to call this to your attention because failing to meet Amazon’s performance targets can result in the removal of your selling privileges. We kindly request you to remove your offers from all xxx product pages on Amazon.com within 24 hours, and do not list items on xxx product pages in the future.  Please understand that we do not want to file any claim against your store if you are willing to remove your listings. I will keep your product for future use if you are not cooperated.  Thank you for your cooperation.  Sincerely, xxx

3

Hello from xxx

We noticed that you are not authorized online retailer for TechIntheBox ASIN:xxx . products which are sold exclusively by TechIntheBox authorized retailers.As you may be aware, the unauthorized selling of TechIntheBox products is an illegal action that seriously infringes Trademark Law.And you are against Amazon’s policy while our brand has been registered in Amazon brand registry.

This is a kind notice for you,so we kindly request that you follow our instructions:1) Remove your offers from all TechIntheBox product pages on Amazon within 12 hours, and do not list items on xxx product pages in the future.2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, which will seriously impact your Amazon performance.

Sincerely,xxx

4

xxx, It has come to our attention that your Company xxx is using the xxx name and trademarks to divert traffic to your listing on Amazon Marketplace, in violation of multiple international and national criminal laws, as well as civil laws regarding trademark infringement and unfair competition. We are the exclusive distributors and the owners of the brand Creaker We have never granted permission to your company to sell our brand nor have we sold you inventory for resale. This will serve as your Legal Notice to Cease and Desist all further actions described above, including any mention of our Products/Company on your Listings on any Marketplace, websites or marketing efforts. You are hereby instructed to comply with this letter immediately or face legal sanctions under applicable International (International Bureau of WIPO located in Geneva, Switzerland), Federal and State law. Sincerely, xxx

5

xxx,We noticed that you are not authorized online retailer for Creaker ASIN:xxx products which are sold exclusively by Creaker authorized retailers.As you may be aware, the unauthorized selling of xxxproducts is an illegal action that seriously infringes Trademark Law.And you are against Amazon’s policy while our brand has been registered in Amazon brand registry.

This is a kind notice for you,so we kindly request that you follow our instructions:1) Remove your offers from all xxx product pages on Amazon within 24 hours, and do not list items on xxx product pages in the future.2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, which will seriously impact your Amazon performance.We are not joking!

Sincerely,xxx

6

This is a kind notice for you,so we kindly request that you follow our instructions:1) Remove your offers from all xxx product pages on Amazon within 24 hours, and do not list items on Creaker product pages in the future.2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, A-TO-Z,test buy, negative feedback which will seriously impact your Amazon performance.We are not joking!

Sincerely,xxx

7

Representative,

WARNING!!!The only and last reminder!We noticed that you are not authorized online retailer for Creaker ASIN:xxx products which are sold exclusively by xx authorized retailers.As you may be aware, the unauthorized selling of xxx products is an illegal action that seriously infringes Trademark Law.And you are against Amazon’s policy while our brand has been registered in Amazon brand registry.

This is a kind notice for you,so we kindly request that you follow our instructions:1) Remove your offers from all  xxx product pages on Amazon within 12 hours, and do not list items on Creaker product pages in the future.2) Send us confirmation after you have removed the previously stated products and listings.

If you don’t comply with these demands, we’ll have no choice but to file an official claim to Amazon Seller Performance Department, which will seriously remove your selling privileges.We are not joking!

Sincerely,xxx

8

Dear We found that you are selling the same listings like us on Amazon,this was violate the policy of Amazon,we will test buy and collect the information to report to Amazon Team to resolve this issue for us, please take out of this listing on Amazon within 12 hours, violation listing ASIN: xxx. We kind remind you that if do not delete the listing, Amazon Team will remove your selling rights after we escalated to them. Please abide strictly by the policy of Amazon.

It has come to our attention that you are currently listed as a seller on an item (ASIN #xxx) with our brand, xxx.

You must review and remove your listings from these pages immediately and refrain from listing any of your products under the brand name xxx.

ECANDY is a registered trademark. You have been granted NO permission to use this mark xxx

You must remove this listing from Amazon.com and from every other instance of use.

We ask that you remove your listing(s). Otherwise, we will be forced to take action through Amazon, which can result in the suspension of your Amazon Seller’s account.

We take our intellectual property rights very seriously.

Thank You,xxx

亞馬遜聯(lián)系賣家支持郵件模板

1、請求亞馬遜賣家支持激活 Listing 的修改

Dear Amazon,We filled our brand name wrongly when we submitting our listing.The brand name should be:xxx(we already updated on backstage,but can’t be shown normally)Please help to activate the update,thank you.xxxx

2、亞馬遜收到差評 REVIEW,請賣家支持找出客戶，退款再發(fā)貨

模板一：

Dear seller support,

Firstly,we apologize for the inconvenience and disappointment brought to our customer and to you.As attached it is a two star customer review to our store.We try our best to contact the customer as soon as we get the review.But failed.We really want to help “xxx” to solve this issue,we want to resend him a new improved headset or refund him if he prefer to.Above all, we are prepared and willing to solve this issue as he request.And we believe we have the ability to perform better and better in future.We need to know the order number. It is really urgent!Thanks for your kindly understanding and help.Have a good day!xxxx

模板二：

Dear seller support,

We already collected buyers reviews and feedbacks to our technical team. Our products have the most advanced technology, but as you know, a perfect product need continuous improvement and maybe now there are a few flaws existing in very few of them. What is more, our new headset has made great improvement and he defects as the review described is not existed now.Please help us now!We need to know the order number. It is really urgent!Thanks for your kindly understanding and help.Have a good day!xxx

模板三：

Dear seller support,

As a new seller on Amazon and still have a lot of things to learn and improve.Frankly, we have been operating according to Amazon’s standard and trying our best to make everything goes well.Please just give us some time and encouragement to grow up.Please help us to find out “xxx’s real contact information” we need have a further communication with him on this order review.Thanks for your kindly understanding and help.Have a good day!xxx

模板四：

Dear Amazon team，

Here is a review come from our buyer.named “xxx” and “xxx”

We read their review carefully and found that the problem is because of their  wrong using methods.We really want to help them  to solve thier using problem.Please help us to find out these buyers .We need to know the order number. It is really urgent!Thanks for your kindly understanding and help.Have a good day!xxx

模板五：

Dear Amazon team，

We read their review carefully and found that the problem is because of their wrong using methods.We really want to help them to solve?their?using problem.Please help us to find out these buyers .We checked with seller support and they tell us they are not our buyers!As you know,our this headphone is a hot sale on Amazon and there are many competitors ,too.These reviews are likely left by them on bad purpose!It is really very bad and unfair to the marketing orders on Amazon.please help to remove.??It is really urgent!Thanks for your kindly understanding and help.Have a good day!xxx

2、針對同意退貨申請但是沒有收到退貨的

Dear Amazon,     On Sep.7,we received a A TO Z claim on the order :xxx,the customer send us a e-mail say she was not satisfied with the order on Aug.13. The buyer send us a inquiry e-mail on Sep.1 to ask why her tracker couldn’t pair with her phone.     Our customer service team –xxx responded her at once (Sep.1)and told her how to do,we also clarify that “Please have a try and update us ,any other help need ,please let us know”we don’t know why our e-mail responded on Sep.1 is not shown on order&claim history ,but you will find it by checking Buyer-Seller Messages.We are still waiting for her further reply,but then we got her claim without any reminder. Then we received her return request on Sep.1 and we authorized her return request.      We apologizing for her disappointment and stated that the item she purchased is likely damaged in transmit and told that we will issue a full refund or resend her a totally new one as she preferred .      Actually,we don’t know whether she said is true or false as we didn’t receive any pictures to indicate the item she received is not working and we also didn’t get the returning item. And we keep contacting her on Sep,7,Sep.8 and Sep 11,no any reply.We stated that we are willing to do everything to protect her from suffering any loss. And we called her totally 3times,but she didn’t answer.       We also asked her to provide the evidence(to send us some pictures on the problem) on the e-mail of Sep,11th,no any response. In fact ,we didn’t receive the returned items,how we could refund her without receiving the return item???And we don’t know whether what she said is true or false.No any photos or other proofs. It is really unfair and unreasonable for us ! Please help to inform the buyer and told her we are willing to refund her though we didn’t receive the item so far. But she must cancel the claim first ,it is not complied with the Amazon policies.Unfair! We really need your help. As a new seller ,we have been trying our best to offer best service for our customer. You can see we own 100% positive feedback so far. Thanks and looking forward to your help. Best regards xxxx

3、亞馬遜請求激活 FBA 缺失的 LISTING

Dear Amazon,

Please help to activate this FBA listing,ASIN: XXX        SKU:XXXThere is a error:”No Amazon-fulfilled listing exists for this inventory item.”And we have X pcs in Amazon stock now,really urgent.Please help.Thanks.XXX

（來源：跨境知識匯）

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