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做亞馬遜跟賣被關店是誰都不想碰到的事情，但畢竟難免，下面一起來看看一米軟件為大家準備的亞馬遜跟賣未授權被關店申訴模板，可以收藏起來以備不時之需。

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(jù)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(fā)生，讓他們給機會)

好，基本情況這樣寫就可以。

亞馬遜申訴郵件的幾大重點：

1、第一時間下架侵權產品，并以糾正錯誤的態(tài)度調查整個店鋪是否有類似產品，并表示將全部下架，未來將加大產品品牌/專利/真?zhèn)畏矫娴臋z測，100%確定沒有問題才會上架;

2、聯(lián)系郵件中亞馬遜給出的投訴人，承認錯誤，并示意自己是無心之失，告知已經下架該產品，并承諾不再銷售他們品牌的產品，抄送給亞馬遜notice郵箱;(請看第四點)

3、資料上有進貨發(fā)票和其他有效證明可以提交作為輔助，提供供應商的聯(lián)系信息管網等證明有正規(guī)的進貨渠道，將組建專人團隊負責核查產品信息:外觀/品牌/工廠資質等，保證不再犯錯

4、也是最重要的一點，收到郵件，在你沒有把握之前千萬不用輕易的去回復，盡量找個有經驗的人來寫這個郵件，不要小看郵件的回復，能不能申訴成功主要還是看你的郵件回復內容如何，回復郵件是最關鍵的，回復多了，亞馬遜嫌你啰嗦不看，回復少了，把重點漏掉了，解決不了。