買家投訴商品描述不符被移除店鋪銷售權怎么辦？申訴郵件怎么寫？（附成功范本）
應該有不少賣家有收過這樣的停權電郵，停權原因是買家抱怨收到的商品和商品描述不符。
電郵內容如下，亞馬遜會告知已經移除店鋪銷售權，列出哪個ASIN和買家抱怨的原因。
電郵的后半段，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，如果沒有提交亞馬遜將移除店鋪 Listing 并且持續凍結賬戶資金。最后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。
以下電郵內容是一位申訴成功的賣家分享的，在這邊分享給小伙伴們參考申訴策略，如果有遇到相同的問題可以用同一個套路編寫申訴電郵，強烈建議不要照抄!一定要針對自己的狀況去寫，不要直接復制貼上發給亞馬遜了。
電郵主題：
Appeal Letter to Amazon Seller Performance Team
電郵內容：
Dear Amazon.com Seller Performance Team,
老招式了，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
電郵發出后，很快就收到就收到亞馬遜自動回復的電郵，表示將在 24 小時內聯系賣家。
等待回復的同時，不要怠惰!這位賣家為了表示修正錯誤的決心，在等待回復的同時就先做了以上提出的改善動作。
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.
雖然自動回復的信件表示 24 小時內會聯系賣家，但這位賣家遲遲沒有收到回信，等了十天之后決定發第二封短短的電郵，著名發信時間，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
接著三天后，收到恢復銷售權的通知。從申訴電郵發出后，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電郵。表示提交的計劃不可行，審核沒有通過。要凍結這位賣家賬戶的資金，電郵內容如下圖。
賣家表示，感覺像是前一天的通過電郵是一個人看了覺得可以就發了通過的電郵，第二封又是另外不同的人看了覺得不行，就發了停權電郵。
于是賣家又在發了一次和一開始完全一樣的申訴電郵，另外附上前一天審核通過的電郵內容(附在最下方的 Additional information 區塊里)。
隔天又馬上收到恢復銷售權的通知...
亞馬遜的處理效率就不多說了，竟然品質如此低落。同一封申訴電郵不同人審核，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小伙伴，如果有同樣困擾的朋友可以參考申訴套路。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鋪狀況填寫，用詞也可以自行修改。
電郵內容如下，亞馬遜會告知已經移除店鋪銷售權，列出哪個ASIN和買家抱怨的原因。
電郵的后半段，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，如果沒有提交亞馬遜將移除店鋪 Listing 并且持續凍結賬戶資金。最后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。
以下電郵內容是一位申訴成功的賣家分享的，在這邊分享給小伙伴們參考申訴策略，如果有遇到相同的問題可以用同一個套路編寫申訴電郵，強烈建議不要照抄!一定要針對自己的狀況去寫，不要直接復制貼上發給亞馬遜了。
電郵主題：
Appeal Letter to Amazon Seller Performance Team
電郵內容：
Dear Amazon.com Seller Performance Team,
老招式了，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
電郵發出后，很快就收到就收到亞馬遜自動回復的電郵，表示將在 24 小時內聯系賣家。
等待回復的同時，不要怠惰!這位賣家為了表示修正錯誤的決心，在等待回復的同時就先做了以上提出的改善動作。
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.
雖然自動回復的信件表示 24 小時內會聯系賣家，但這位賣家遲遲沒有收到回信，等了十天之后決定發第二封短短的電郵，著名發信時間，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
接著三天后，收到恢復銷售權的通知。從申訴電郵發出后，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電郵。表示提交的計劃不可行，審核沒有通過。要凍結這位賣家賬戶的資金，電郵內容如下圖。
賣家表示，感覺像是前一天的通過電郵是一個人看了覺得可以就發了通過的電郵，第二封又是另外不同的人看了覺得不行，就發了停權電郵。
于是賣家又在發了一次和一開始完全一樣的申訴電郵，另外附上前一天審核通過的電郵內容(附在最下方的 Additional information 區塊里)。
隔天又馬上收到恢復銷售權的通知...
亞馬遜的處理效率就不多說了，竟然品質如此低落。同一封申訴電郵不同人審核，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小伙伴，如果有同樣困擾的朋友可以參考申訴套路。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鋪狀況填寫，用詞也可以自行修改。
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