收到非真实/虚假货投诉怎么办？参照这几封模板来写申说信

DearSeller,

Your Amazon Seller account has been temporarily deactivated and your listings are no longer active. Funds will not be transferred to you but will be held in your account while we work with you to address the following issue.

Why is this happening?

We received complaints about the authenticity of the items listed at the end of this email. In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. The sale of counterfeit products on Amazon is strictly prohibited.

为什么会收到非真实投诉

1.产品本身侵权

2.图片，描述不符

3.产品低于买家预期

4.包装破损，买家误投诉

5.包装和前台不符6.极眇小的几率是亚马逊误判

办理这类投诉之前，我们要先明白一点：美国许可有合法来源的二次发卖。

这也是为什么亚马逊一直止跟卖功能的个中一个缘故原由。

换句话说，亚马逊对赝品的定义，既包括真正意义上的的赝品，也包括非合法采购来源的产品。

如果你有合理合法的购买证明，比如正规供应商的采购发票，都很随意马虎申说回来。

虚假货投诉也是我们testbuy，对付恶意跟卖的手段。

如何避免虚假货投诉

1.选品之前要调研，不做侵权产品。

直接讯问供应商，有良心的厂家会见告你可能存在侵权风险Google以图搜图，看看有没有有名大牌在售直接在专利局搜索大卖品牌，或者干系产品关键词，做打消

2.确保产品信息准确真实。

产品功能不要浮夸，只管即便实事求是产品图片不要过分PS，随意马虎影响买家预期产品包装不要随意修正，有须要最好前台解释产品包装质量要可靠，不会由于运输破坏

这里有必要说一点的是，很多人后台设置了许可亚马逊对退货repacking，翻新再售。

纵然不收到虚假货投诉，很多时候随意马虎由于二次包装问题引发差评，退款退货，恶性循环。

要关掉这项功能，上岸亚马逊后台-物流设置-翻新设置，禁用即可。

3.保留采购发票，进货凭据。

发票一定要正规数量一定要跟你发货操持数量吻合

写申说信的思路

1.侵权缘故原由

如果可以拿到品牌授权。
或者产品采购确实来自品牌授权的经销商。
只要供应证明和采购发票，很随意马虎申说成功。

如果确实售假，你要做的是寻求品牌方撤诉，达成和解。
并向亚马逊担保不会再有侵权行为。

2.产品不符，包装问题

先向亚马逊承认缺点担保已经准确修正产品描述担保已经向所有不满意的买家退款担保往后会加强员工培训和文案审核担保往后会改进包装质量担保包装信息准确

如果是亚马逊二次包装引发的缘故原由：准备好原始包装，和亚马逊包装图片附件形式发送。
担保对体验不好的买家退款。
解释已经禁用二次包装功能。

产品不符引起的投诉，英文申说模板示例

第一步:描述问题起因

Dear Seller Performance Team,

We are writing to appeal our suspension due to inauthentic complaints related to the following items:

ASIN:XXXX

We know that we take full responsibility for the satisfaction of customers. And our team has been working hard to correct the cause of these complaints and prevent future issues.

Cause of the issue:

We used XXX within our description details to describe the type of product we sell. However, based on our research, we discovered that this item has no function of XXXX. We have removed it from our listings to eliminate any potential confusion...

第二步：奉告改进过程

Corrective actions we have taken:

Removed the inaccurate information from our listings.

Ensured the current detailed information clearly identifies the function of our product.

Contacted and offer refunds to all of the dissatisfied customers.

Launched a questionnaire among some buyers to perform an analysis of our description to eliminate any potentially misleading elements.

Inspected all inventory against the detailed product information and listing details to ensure they are exactly as described on Amazon.

Inspected and ensure all items are properly packaged, undamaged.

Tested all items to ensure they are in proper working order.

第三步：供应预防方法

Preventative Measures:

We will perform a weekly review of all listings by our audit team to prevent any potential mistakes.

We will treat every single negative feedback seriously in the future and resolve it in an appropriate manner.

Thank you for working with us to resolve this issue. Please kindly consider reinstating our account.

Regards,

XXX

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