最近又被封店了，幸好申訴一天就恢復了。所以這次跟各位分享一下，申訴模板應該如何寫？

其實我們之前就被亞馬遜封號一次了，而短短的幾個月，這么快又被封，也是因為“操縱”評價，但是我們不可能犯一樣的錯，也不會用很明顯的詞。但是我們一個客服，自作聰明，有個客戶因為她說的一個“give me a hand”給了改了好評后，她就每個客戶都這樣么說，結果被抓了。而我之前跟他們說要用不同詞交換這用，卻忘記了。

所以很多時候不是我們不懂規則，而是不懂思考，不會分析。當然，幸運的是，我們被封一天就恢復了。

還有一點必須要提醒各位的是，亞馬遜系統越來越聰明和智能了，千萬不要做違規的事情了，遲早會被抓！

我們郵件申訴模板是這樣（由賬戶經理提供）

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.

（表達自己很重視，對事情嚴重性認真對待）

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，適當說明這樣寫的目的是為了客戶體驗，并非為了改好評，當然也要承認自己某些語句有暗示客戶修改的嫌疑，一定要承認錯誤）

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，自己寫，分點分段，觀點清晰，根據實際情況）

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.  

（進行嚴格培訓之類的話語）

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.

（再次表達重視，不再發生，讓他們給機會）

好，基本情況這樣寫就可以。（來源： Kris浩）

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