亚马逊账户侵权如何申诉(附申诉模板)

浩远亚马逊服务商

如果你是亚马逊新手,版权意识不强,很容易遇到版权侵权,导致关店。

这种情况怎么申诉?下面,我将分享一些亚马逊账号侵权的投诉模板。


申诉信的套路分以下 5 步走:

1.道歉承认过失表明诚意

2.将问题逐条清楚列出分析

3.依照问题顺序提出改进方式

4.以加强语气强调改进的决心

5.表达想要收到回信的迫切

申诉实操步骤分解

首先我们来了解一下如何对已经关闭销售权限的亚马逊账号进行申诉呢?

01 搞清楚是什么原因导致你的账户销售权限被移除

账户销售权限被移除以后亚马逊一般都会发一封 Notification 给卖家,卖家可以通过这封邮

件得知准确的原因,到底是因为账户表现差,还是违反亚马逊的销售政策或者销售了平台禁

售的产品等。

02 评估你过往的销售操作

检查下你的客户指标,找出那些给客户带来差的用户体验的订单和不达标的的参数;同时也

检查下你账户目前的产品 Listing,看看这些产品有没有那些违反亚马逊的政策(比如侵权

或者假货之类)

03 创建一个补救的行动计划

写一个行动计划概括一下你在 Step 2 中发现的与账户销售权限被移除有关的问题,提供一

个能够有效解决相关问题的精确的行动计划可以很大程度上恢复你账号的销售权限。

04 把你申诉的内容发给亚马逊

补救的行动计划创建写完后, 将其发送给亚马逊希望其恢复您的卖家销售权限。

亚马逊账号被关申诉邮件范文模板

Dear Amazon seller support:

This is * (店铺名) writing to you.

第一部分:先向亚马逊表示感谢,之后介绍下店铺已经取得的成绩(开店时间、订单量交易

额)最后表明意识到自己的错误,阐释原因。

As we are new seller on Amazon, we just sold our first item on 2016-9-*, and until today we sold *** orders on Amazon.

We thanks so much that Amazon can provide such chance for us to delivery customers

good products.

And we are planning to provide more quality products on Amazon and drive our sales

to $*,*00,000 a month with *** orders, and grow 40-50% every month. However, we

did not that familiar with how to meet the performance standard, to this point we

acknowledge it is our fault.

We had updated details for listings and standards of customer service for our stuff and

promise to try our best to service customers well on Amazon if we can get the

permission to sell again.

Would you please consider the account seller rating and the currant rapidly increasing

sales in our store?

We never got a negative feedback on our account and there are still items waiting to

be shipped into FBA on ***day, hope you could give us a chance to improve!

第二部分:列出整改措施(提高高标准服务、熟悉亚马逊店铺规则等等)(这点很重要!)

If we get the valuable selling chance on Amazon, we will do as follows:

01

Absolutely, we will learn through all the policies and rules about selling on your

platform.

02

We will check the listings in our account to see if they provide enough information for customers

to make their right decisions.

03We will focus on awaiting shipment items to customers. Double check to confirm customers will

have their satisfied items.

04

Use FBA shipping service to give customer good shipping service. Educate stuff of our own

warehouse to trible check awaiting shipping orders every day to confirm all the products will on

their way to customers.

05

Find out order problems automatically and solve them with customer within 24 hours. Any

complaints or product issues we will solve them in proper way within a day in favor of the

customer's right.

06

We will build up our own ERP to manage the running for Amazon selling.To control customer

services and shipping services with accurate data.

第三部分:结尾标识再次恳请亚马逊给予自己一次机会

Sincerely, we write this. We will try our best to provide our sales on Amazon.We believe Amazon

will give this issue a serious consideration, and to us,there is a hope, a new chance ! We will

always provide good products and services to customers on Amazon selling.

Look forward to receive your reply.

Best regards

店铺名

接下来,是关于亚马逊产品品牌侵权申诉的邮件模板。

侵权出现的情况以及整改方向:

情况 01:店铺 listing 的标题、描述、图片、五点描述和关键词

整改方向:

第一步:检查以上提到的产品描述相关关键点,承诺以后不会再有品牌侵权的错误(即陈述

自己的行动)。

第二步:如果发现任何侵犯知识产权的产品或清单,我们将销毁这些产品或删除这些清单。第三步:承诺以后会认真注意和学习平台的所有政策和规则。日后上架产品,会先核实知识

产权问题,确保产品不会违反任何其他卖家的品牌权益或专利权益,或复制他人的标题、图

片和描述。

情况 02:留意所有在售的产品

整改方向:

第一步:如果有顾客反馈不满意或投诉产品有问题,我们承诺会在 XX 小时内帮客户解决问

题,为客户提供最好的购物体验(让亚马逊相信你是为客户着想)。

第二步:日后出售的产品将由自己亲自设计商标和设计产品包装,向亚马逊保证产品都是真

实的,而不是直接从供应商渠道直接采购,以防止任何可能出现的商标侵权和包装设计侵权

的情况发生(如果有条件的话)。

第三步:如果有任何销售问题,我们将尽快向亚马逊寻求帮助,而不是盲目销售,避免再次

触犯亚马逊规则。

邮件模板:

第一部分:对亚马逊通知表示感谢

Dear Amazon seller support, Thank you for your concern of our account.

第二部分:表明经过反思已经找出了问题的原因,表示歉意

We received a notification today that our selling privilege has been removed because we infringe

intellectual property rights. We immediately check the listings.

Firstly we are very sorry about our ignorance, we are new to Amazon selling which started

business on amazon in August,we are lacking of the rules and policies when sell on your platform.

Secondly, as the items of Amazon seller performance stated, we did not know this product has its

own brand, to this point we acknowledge it is our fault.

第三部分:整改建议,恳请亚马逊再给自己一次机会

We had removed the listings and promise we won't sell it again on Amazon. Would you offer the

owner's contact information ? I want to do a apologize to him for my

ignorance and sorry for the damage to other's benefit . Would you please consider the account

seller rating and customers feedback to us? We provided customer both good products and

excellent customer service. We never got a claim or negative feedback. Hope Amazon can look

through to it.If you can give us a chance, we will do as follows:

01

Absolutely, we will see through all the policies and rules about selling on your platform.

02

We will check the listings in our account to see if there has some which do not meet your

requirements, if it does, we will fix it immediately.

03

I will check all my products sold, if the customer reflects any dissatisfaction or product problems,

I will be here within 12 hours for them to solve the problem , and offer them the best shopping

experience, please trust me.

04

If any selling questions, we will consult Amazon for help as soon as possible,rather than sell

blindly.

亚马逊跟卖申诉、亚马逊卖违禁品申诉

这两种情况写作套路和前面介绍的两个类似,如果真的是存在跟卖或者销售违禁品的情况要

承认错误,找出原因,表明整改意愿和整改措施。如果错在什么误会也要在邮件中尽量阐释

清楚。

不过在这里提醒大家卖仿货卖假货属于严重的平台违规行为,即使是按照要求申诉后账户销

售权限恢复的情况也不是大家想象中的那么乐观,所以大家在上架产品或者跟卖其他卖家产

品的时候一样要慎重!

亚马逊被关联申诉

关于亚马逊被关联申诉的情况,模板同样和上诉几种情况类似,主要是下面这些要点:

第一部分:强调你只有一个卖家账号,并且账号的行为表现良好,并没有违规的几率,而且

还是优质卖家,也可以举些例子,比如说自己的产品很受欢迎,销量好、五星 review 很多

之类的情况说明一下。

第二部分:试着提出重新核查或者告知关联了什么账户才导致被封号。

第三部分:最后保证你会严格遵守亚马逊的规则,提供更好的服务和商品给顾客。

我们还需要注意的是,如果卖家的账户和违规账户关联,那么现在这个账户也会死掉(被永久移除销售权限),关联问题申诉基本无望,被关联基本就可以放弃抵抗了,抵抗成功率微

乎其微,这种关联比卖仿货卖假货更可怕。如果是卖家的账户和买家账户关联,有很大的概

率申诉成功。

注意:这些模板只是提供给你一个申诉思路,生搬硬套是不会真实的表达出一个人的真情实

感的,所以不要直接摘抄,直接模仿,你的邮件内容反映出来的内容必须是真诚、诚恳、有

说服力的,制定的计划必须是切实可靠的,邮件不必太长,一个人的接受能力有限,亚马逊

工作人员也是,所以懂得什么是重点很重要。

一个账号从注册开通到成长再到稳定,是一个漫长曲折的过程,作为卖家都应该知道,

Amazon 平台是一个倡导诚信经营的网站,任何一个小的操作不当都有可能导致账号夭折。

因此尊重平台规则,注重销售产品品质,处理好售后是买家的长久生存之道。

亚马逊申诉途径和时间

亚马逊申诉时长

亚马逊申诉一般需要多久呢?亚马逊不回复申诉邮件怎么办?

其实待回复的时间不会太长,一般 2 天之内就会有回复;如果收到的回复是处理方案不完整,

那就继续补充完善方案吧;

如果亚马逊要求你重新修改行动计划,可能需要 3 周之后才能得到回复;要是超过 7 天没有

回复申诉邮件,可再发一次申诉。

卖假货被移除销售权

Example 1

尊敬的亚马逊卖家绩效团队:

我收到亚马逊的通知,说因为出售假冒产品而取消了我的销售权,我立即查询了亚马逊列出

的几个产品。

首先作为一名刚在亚马逊上销售没多久的卖家(该账户正式开始销售于 2016 年 6 月份),我

们缺乏对亚马逊规则的认知,没有认真去了解亚马逊的规则和违禁品。

其次,在亚马逊提出的几个 XX 产品里,我们销售团队在中国市场的中国天猫/淘宝电商平台

上均进行了销售,并且已经取得了 XX 公司的授权。

由于我们海外销售时间短,缺乏经验,没有很清楚的去了解亚马逊的规则,对于这一点我们

团队感到很抱歉,我已经删除了亚马逊提出的几个产品,并保证永久不会再次销售。

我们团队第一次入驻亚马逊欧洲站进行销售,在中国市场我们有很好的销售业绩和口碑,希

望亚马逊卖家团队能考虑我们希望在亚马逊欧洲站继续销售的真诚,恢复我们账号销售权。

(我们团队可以保证,已经销售和发运的 XX 产品均是正品行货,如后期有客户投诉说产品

是假货,我们愿意无理由赔偿)

如果恢复我们团队的销售权,我们后期销售计划如下:

1:首先我们会很认真去阅读学习和了解亚马逊的详细销售规则以及销售产品范围。

2:认真检查核实库存以及我销售的产品是否存在不符合亚马逊要求的产品,一旦发现将立即删除,并永久不会再次出售。

3:检查账号所有卖出的产品,如果客户反映任何不满意或者产品问题,我们将在 12 小时内

为他们解决问题。

4:对于后期出售的新产品,如果有不确定的信息,我会立即咨询亚马逊,不会盲目任意的

去销售。

附件中我提供了我们向 xx 公司的采购合同及发票(2016 年 4 月)

中国天猫店铺网站:xxxxxxxxx

以上是我们团队对这次亚马逊取消我销售权作出的应答。我希望亚马逊能够再次提供给我们

一个改过的机会。我们将以最大的努力和最认真的态度去从事以后再亚马逊上的销售工作

Example 2

中文版

亲爱的卖家支持

今天我收到亚马逊的通知,说因为出售假冒产品而取消了我的销售权,我立即查询了亚马逊

说的几个产品。

首先作为一名刚在亚马逊上销售没多久的卖家,我们缺乏对亚马逊规则的认知,没有认真去

了解亚马逊的规则和违禁品。

其次,在亚马逊提出的几个产品里,我并不知道这个是一个品牌产品,对于这一点我感到很

抱歉,我已经删除了亚马逊提出的几个产品,并永久不会再次销售。

通过对我的店铺指标以及客户反馈,我认为亚马逊应该能够认识到我们是一家服务良好,产

品质量也很好的卖家。我们没有收到客户的投诉以及差评。我希望亚马逊能够考虑到这一点。

如果恢复我的销售权,我后期销售计划如下:

1:首先我会很认真去阅读和了解亚马逊的详细销售规则以及销售产品范围。

2:我会认真检查核实库存以及我销售的产品是否存在不符合亚马逊要求的产品,一旦发现

将立即删除,并永久不会再次出售。

3:我会检查我所有卖出的产品,如果客户反映任何不满意或者产品问题,我将在 12 小时内

为他们解决问题。

4:对于后期出售的新产品,如果有不确定的信息,我会立即咨询亚马逊,不会盲目任意的

去销售。

以上是我对这次亚马逊取消我销售权作出的应答。

我希望亚马逊能够再次提供给我们一个改过的机会。我们将以最大的努力和最认真的态度去

从事以后再亚马逊上的销售工作。

期待你的回复

最真挚的问候

杰森

英文版

Dear Amazon seller support,

Thank you for your concern of 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 sell 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

customer both good products and customer service. We never got a claim or negative feedback.

Hope Amazon can look through to it.

If you can give us a chance, we will do as follows:

1. Absolutely, we will see through all the policies and rules about selling on your platform.

2. We will check the listings in our account to see if there has some which do not meet your

requirements, if it does, we will fix it immediately.

3. We will check all the products we've been sold, any complaints or product issues we will solve

them in proper way within 12h in favor of the customer's right.

4. If any selling questions, we will consult Amazon for help.

Sincerely, we write this. We will try our best to provide our sales on Amazon.

We believe Amazon will give this issue a serious consideration, and to us, there is a hope, a new

chance for us!

Look forward to receive your reply.

Best regards

店铺名

图片因侵权被移除的申诉

Example 1

新店上 LISTING 时因图片侵权被禁售

分享自 FreyaWan

Dear Seller Performance Team,

Thank you for your notification on the policy violation on the......, we would like to sincerely

apologize for the terrible mistake we made.

We are a small company in China focusing on foreign trade and selling on Amazon US has been

one of our ultimate dreams.

We did a lot of preparation in order to launch our store in Amazon and worked with the Amazon

sales manager Mr. .... on a lot of details including the can do's and can'ts. He informed us

beforehand that image and character violation is a very serious issue in Amazon and we have

taken that very very seriously.

However, one of our sales staff ,who is new to the company, accidentally put this product onto

the list because we would like to start our sales with 50 skus ( We had 49 skus ready at that time.)

He uploaded the product without everyone's else's knowledge and I would in person would like

to apologize again for my carelessness in staff management.

Here are the things our company has done to prevent such issue from happening again.

1. We just organized a training again on the can's and can't the sales manager Henry sent

us,especially emphasizing on the policy violation including image violation of products and

wording violation on product and checked all the product that we have already listed.

2. We deleted all the products that we think that could potentially violate the policies.

3. We have setup rules in the company that all of our inventory must be carefully reviewed and

would not violate any Amazon policies before adding to our inventory and listing on Amazon.I would like to apologize for a third time for my carelessness in management ,and please do let

us know what else can we do to reinstate our account and we will do everything we can to meet

the target.

Looking forward to hearing from you.

your name

Example 2

自己拍摄设计的图片被告侵权

Dear Amazon Team,

We received a policy warning stated that Amazon has removed some images form our site

because of a rights owner complaint about image(s) that infringe its intellectual property rights.

ASIN:

Complaint ID:

The picture that Amazon has removed:

图片链接:

图片链接:

We always work hard to assure we are meeting the standards set by Amazon and our own

standards of quality customer service, it is hard for us to believe that our images infringe others'

intellectual property rights. All the photos of this item (ASIN: B01DKFMSEW) was taken and

designed by our designer.

Firstly, we contact the rights owner directly to resolve this dispute. We asked the right owner

review the pictures,finally, he found that the picture is from us, below is the screenshoot of our

e-mail.(Have attached)

Email 1: 邮件链接

Email 2: 邮件链接

Secondly, We have advised the rights owner to contact Amazon at notice@amazon.co.uk to

withdraw the complaint.(I have mentioned it in e-mail)

Thirdly, we can provide all the photo and source file as an evidence.(Please see the attachment)

1. Photo

Taken From:

Shooting Time:

Shooting Location:

2. Source File: You can see how we processing the picutre in Photoshop.

Please review this case, and we are looing for a fair and just reply.If you need additional details,

please kindly contact us, we will reply you in the first time.

Best Regards

Lucy

因账户表现差被移除销售权

因迟发货被移除销售权

【邮件内容】

首先由于我们的疏忽,深表歉意,总结了一下主要有两个原因造成:

1、混乱的管理模式, 缺货,通过 ERP 发货,与客户沟通不足,还有选择错误的物流方式

才导致迟发率高于 4%。2、由于现在中国是物流旺季,导致爆仓严重,才导致先收货没有及时发货的情况。

如果恢复我们的销售权,我们会做以下几点:

1、为了避免这种情况在发生,我们后续将会 100%选择 FBA, 不会选择其他渠道,我们已

经有一名员工专门负责 FBA。

2、实现我们的目标不到 4%准时购物,我们有准备 FBA 货物雇佣更多的员工。此外,我们将

更积极地监控我们的性能指标,以确保我们达到亚马逊和我们自己设定的标准标准的客户服

务质量和维护我们的网站。

3、最重要的是,如果我们 FBA 出售货物,不会有货物迟交。而且,客户将获得一个完美的购

物体验。所以,出于这个原因,请给我们一个机会,活跃我们的帐户。因为我们已经发现 FBA

是最好的方法来解决这个问题(货物迟交)。

4、严格遵守亚马逊规则&政策。

真诚地,我们写这篇文章。我们将尽力提供我们的销售在亚马逊。

我们只是在等待出售权的释放,我有足够的信心,我们在未来会做得更好,我们承诺它不会

再次发生,请给我们一个机会。

真诚期待回复!

因迟发货被移除销售权

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%, nor our target of less

than 2%.

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% 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 will eliminate

delays in getting product out by the Expected Ship Date.

Thank you for considering this appeal.

Example 3

迟发货+缺货+回复客户慢收到 A-Z

com has fallen below

both Amazon's and our own standards of quality.

I believe there are two main reasons this has happened:

Disorganization in our inventory management has resulted in late shipments and, even worse,

unavailable items.

When late shipments and unavailable items have occurred our response to has been too slow

and communication with customers has not been adequate.

I believe it is mainly because of our inadequate communication that we have recently seen an

increase in customer A-z guarantee claims which has resulted in our order defect rate exceeding the performance target of <1%.

Plan of Action:

We are taking the following steps to improve our performance:

Improve inventory control by reducing the number of items offered until we have systems in

place to more adequately handle the number of orders we are receiving.

Most importantly, we will respond more quickly and proactively to any problems with customer

orders to keep our customers more informed and help prevent A-z guarantee claims.

In addition, we will more aggressively monitor our performance metrics to assure we are meeting

the standards set by Amazon and our own standards of quality customer service.

In evaluating our selling practices, we found a mistake in our inventory upload file.

Our Plan of Action:

Our inventory file has been reviewed. All misclassified condition items have been re-categorized

to follow Amazon's Condition Guidelines. Entire inventory has been deleted from Marketplace to

reflect all changes.

All of our vendors' inventory will be reviewed before adding to our inventory. Please let us know

what should be done to reinstate our account, we are looking forward to hearing from you.

Example 4

回复买家不及时+产品损坏+加退换货时间太长

收到 A-Z,被冻结账户

Dear Seller Performance Team,

Thank you for your concern of our account. Before receiving the performance review notification,

we were exactly working with the customers to resolve their problem.

We firmly believe that we're not only providing the product but also the customer service.

Firstly, we're very sorry about our negligence of packaging, and the incaution of carrying and

transporting by logistics company which result in defective working condition of one item, we

had to ship the replacement but had the customer waiting more time for delivery, they are kind

but we are sorry. (讲清楚没包装运输过程中导致产品损坏,退换货时间长让顾客等很久,

自己很抱歉)

Secondly, the incaution of testing and checking up by the tester in factory result in missing

indicator light covers of one item, which in normal working condition but give customer defective

impression of the product, we had contact with the customer and shipped the missing element,

and sorry to bring him inconvenience. (发货前的出厂检查不够细致收到的产品缺零部件)

These are our faults due to lack of strict management of the product and service providers.

Thirdly, we're new to Amazon selling and lack of familiarity with the rules and message system

using, which result in missing timely response to 4 messages from the buyers on our months ago

arranged long holiday, it was supposed the messages would notice timely on mobile phone email

system to us but it didn't work, we promise this would never ever happen again to the customers.

(没有及时回复顾客信息)

We would like to earnestly beg your consideration about the feedback of other items received by

other buyers, some of them had left positive feedbacks and reviews to the product and admired

our customer service. We promise to provide customers both good products and good customer

service.

If we have the chance to continue selling on Amazon, we will do as follows:1. We will ask the factory to execute stricter checking up and testing process for our products,

and request every confirmation and signature of testing result for every product from the tester

in factory. We self will execute sampling check for different production batch and regular visit to

production line of the factory every week. Make sure we ship out every item in integral and good

working condition.

2. We will ask the factory to package with stronger crash proof and shockproof measure, like

filling in the blanks with proof foam and wrapping up with hard carton. Change the logistics

service provider with better transporting service.

3. We will keep login in the Amazon seller center on PC and check out buyer message at least

three times a day, to ensure promptly response to the customer with 12 hours. And passionately

handle any queries or complaints or product issues from every customer, will keep notice

customer forwardly for the tracking information of the transporting package. To improve the

customer experience by pre-sale, in-sale, after-sale process.

We write this sincerely and will try our best to provide good products and customer service on

Amazon. Meanwhile, we sincerely hope Amazon team will give serious consideration and give us

a new chance. This is not only chance but also hope to us, we eagerly hope we can further

develop our undertaking here. Look forward to hearing from your reply. Thank you very much.

Best Regards,

XXX

Example 5

产品图片与描述和实物不符

客服未及时解决问题收到 A-Z

或被移除销售权

Dear Amazon Seller Performance Team,

com has fallen below

both Amazon's and our own standards of quality.

I believe it is mainly because of our inadequate communication that we have recently seen two

A-z guarantee claims which have resulted in our ODR exceeding the performance target of <1%.

Unfortunately, we changed the Listings Status to be Inactive from 23/01/2014 to 06/02/2014

because of a long vacation, obviously,the two complaints are nightmare during the period

without order.

Plan of Action: We are taking the following steps to improve our performance:

1. Review all of products to make sure that the pictures and descriptions are accurately match

with our products.

2. Most importantly, we will complete the investigation more quickly and proactively(within12

hours) to any problems with customer orders to keep our customers more informed and help

prevent A-z guarantee claims as much as possible, then replacement or a full refund will be done

within 24 hours

3. In addition, we will more aggressively monitor our performance metrics to assure we are

meeting the standards set by Amazon and our own standards of quality customer service.

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