因为品牌侵权被投诉产品真实性问题，可以通过什么样的思维进行申诉？
一、原因分析：
因无法提供真实的品牌授权书，以及发票，所以发票提供的是开具的发票。（备注：发票开具的数量是比过去销售历史的总数还要多。比如过去卖了300个，发票可以开具400个的数量，这样的思路）
发票中的品名（类目+产品名称+型号+ASIN）：方便亚马逊团队快速审核
品牌授权无法提供，将原因归结为，由于我们的工作人员没有检查供应商的授权是否是假的，我们误将我们的产品误认为是真正的品牌词产品。
由于某供应商供应的产品是假的，而我们并不知道产品的真实性，当我们通过买家投诉发现产品是假的以后，已经第一时间删除了Listing,以及终止了与之前的供应商的合作。
二、行动计划：
1. 删除Listing收到客户的投诉后，我们发现我们的产品（ASIN：）不符合亚马逊的销售政策，所以我们在了解情况后立即删除了被投诉的产品。我们非常认真，谨慎地接受客户的负面反馈。此外，为了积极承担责任，我们在帐户中删除了类似的产品。现在我们的帐户中没有此类产品。
2. 分析所有的退货，1星 Feedback，以及差评原因，以及针对这些负面反馈的处理意见
我们非常抱歉这次没有给顾客带来良好的购物体验，但我们也非常感谢客户的监督。在收到客户的投诉后，我们立即安排员工与客户联系，并尽力满足他们的要求。以下是五位客户对我们产品的真实性和解决方案的投诉。
(这个部分整理出产品的退货，以及差评Feedback出现的每一个原因。）
结合目前的售后情况制定的售后服务体系：
我们在售后服务部门增加了以下要求，他们负责及时处理客户查询，订单发布和质量投诉：在我们的产品页面上保留更新的客户评论监控器，客户反馈留在我们的商店并返回某些产品的请求;
附：发送申诉信的渠道以及方式
1.后台直接回复
2.主动开Case跟进
3..卖家绩效回复 邮箱:seller-performance-policy@amazon.com
4.Jeff邮箱 邮箱：jeff@amazon.com ( 亚马逊最后两封邮件都是来自Jeff团队的回复）
以上思路仅供大家参考因收到投诉卖假货账号被冻结，申诉模板1
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 didn’t 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
**********************************************
因收到投诉卖假货账号被冻结，申诉模板2
Dear Amazon seller support,
Thank you for your concern about our account.
We received a notification today that our selling privilege has been removed cause we sold counterfeit products.
We immediately check the listings.
Firstly we are very sorry about our ignorance, we are new to Amazon selling, we are lacking of the rules and policies when selling on your platform.
Secondly, as the items of Amazon seller performance stated, we did not know this product is with its own brand, to this point we acknowledge it is our fault.
We had removed the listings and promise we won't sell it again on Amazon if we do not get the warrant.
Would you please consider the account seller rating and customers feedback to us? We provided customers both good products and customer service. We never got a claim or negative feedback.
相关文章
