亚马逊保姆教程之产品真伪性申诉

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触发邮件：

由于买家对从您那里收到的某件商品的真伪性提出了投诉，我们移除了您的部分商品。具体请见本电子邮件的末尾，如果您有引起假冒商品”投诉的商品的亚马逊物流库存，则它们目前不符合移除条件。我为何会收到此邮件?为了确保买家能放心地在Amazon上购物，我们会认真严肃地对待仿造或假冒商品”的投诉。Amazon严禁销售假冒商品。你可以在卖家帮助中心了解更多亚马逊针对假冒商品销售的政策:.Amazon 防伪政策(http://sellercentralamazonit/p/help/201165970.政策和协议(http://sellercentral.amazonit/gp/help/521 如何重新启售我的商品?要重新启售您的商品，请提供您的供应商在过去365天内针对本电子邮件末尾列出的ASIN 开具的发票或收据复印件。。这些文件应能反映您在过去365天内的销售量。。请提供您供应商的联系信息，包括名称，电话号码，地址和网站。我们可能会联系您的供应商，核实这些文件的真实性。我们不会向任何人泄露您供应商的联系信息。。您可以隐去定价信息，但文件的其余内容必须清晰可见。为便于我们审核，请突出显示或圈出审核中的ASIN。

提前准备好：

发票，采购发票，采购合同，补开发票证明，只要绩效提到的那个ASIN最近一年的订单列表，产品图片和包装，说明书，还有授权书。

申诉信：

Dear Sellers Support

This is a seller from , Amazon sent us a notification about a buyer complaint about the authenticity of an item ASIN **they received from us.

First of all, I represent the whole company.

I sincerely apologize to you for the trouble which we have caused and the unpleasant shopping experience for our customers.

About the details you want to know:

–For sales in the past 365 days, please see the attachment：

attachment 1-our company’s business license,

attachment 2-brand authorization,

attachment 3-SALES CONTRACT,

attachment 4-Deposit Receipt,

attachment 5-Invoice,

attachment 6-Invoice replacement certificate,

attachment 7-Purchase Invoice,

attachment 8-order details

–Supplier’s details

Company name: ***
Company address:
Contact:
Website:

重点，圈起来要考！！！！！！！！

The products we sell are new products-**, and we will never sell any counterfeit products or second-hand products.

Item descriptions：

This is a **, used to**

Please refer to the attachment：“attachment 9-Product Images”

After receiving the notification, we immediately look up the reasons that will cause our listing to have complaints. We found that there are reasons:

After reviewing all the buyers’ emails, bad reviews, reasons for returns, buyers’ voices, etc., I have determined that the reasons for our product complaints are packaging issues, customers who will not use our products properly and the listing is not detailed accurate enough and quality inspection problems.
Packaging: We did not give the accessories separate packaging, resulting in the accessories encountering a lot of friction in the process of transportation, resulting in some collisions and extrusion of the product.
In terms of quality inspection: We did not arrange for personnel to do enough quality inspection on the products before they were sent to the FBA warehouse.

This will cause customers to receive the products and not be able to use them properly, so they will encounter complaints.

This is our action plan to avoid future problems:

Upon receipt of your notice, We will carefully review all of our products and the list of products to ensure that we accurately match our products in the product description.
We replied to all the customers’ messages.
We responded to all customer messages in a timely manner, handled all return requests, and promptly refunded all buyers who had such issues.
We increased the thickness of the outer boxes of the products. And before packing the products, we will use the new protective film to pack other accessories and products separately. Using the new protective film packaging can help prevent damage caused by bumps in the shipping process.
We will also add reinforcement operations to the large cartons we ship. Previously, the cartons were larger and our products were smaller and prone to friction and defects. In the future, we will use more compact packaging to prevent products from being damaged during shipping from our warehouse to the FBA warehouse.
We got a colleague who is very professional in English to update the content of the manual so that it can be read more smoothly by customers, The installation part of our manual has been updated, which more simply and clearly introduces how to install and use it correctly, and we also have added detailed usage and precautions on the detail page and pictures of the listing. Please refer to the email attachment called “attachment 10-instruction”.
Make it clear to all employees that our company only sells authentic products instead of counterfeit products and we must comply with all Amazon policies. In order to make sure our all employees could completely follow our instruction, we have listed some requirements for them. Hereby, we would like to show your our detailed requirements as follows:
We must sell brand authorized products and keep all valid documents to prove product authenticity.
We must always ensure all the information in our product detail page is exactly matching the true condition of the product itself, which will not cause customer confusion about the true source of our products.
We must always use original packaging to wrap our products.
We must conduct comprehensive inspection regularly to avoid any potential issues.

Steps I will take some action to avoid this problem in the future.

We will arrange for professional quality inspection personnel to the factory to check the product quality after the production is completed, if it does not meet our high-quality requirements, we will ask the manufacturer to rework it until it meets our requirements and we will sign a quality inspection agreement.
When the goods arrive at our warehouse, we will arrange for 5 warehouse personnel to conduct a second product quality inspection to ensure that all products are in normal use. We will strengthen the quality check of our products. We will arrange for the relevant colleagues to conduct quality checks once a week. Before the products are shipped from our warehouse to the FBA warehouse, we will make sure the products are in good condition from the following aspects: appearance, function, structure, etc. to ensure that the products received by customers are in perfect condition and without defects.
We will ensure that all items are packaged as securely and carefully as possible. All our products will be packed twice, the first time in clear plastic and the second time afterward to prevent any damage during the shipping process.
We detail the listing and instructions about the use of products and accessories and precautions. To ensure that the products are safe to use.
I guarantee that the description of the product on Amazon is accurate. I can guarantee that the product description will not cause any ambiguity and allow buyers to fully understand the product.
We have added a new buyer review monitoring program. If we find any negative information related to the product in the buyer’s review, we will contact the buyer in time to investigate the information related to the cause of the negative review and resolve it in time to avoid the problem from happening again.
Our suppliers are factories with decades of experience, absolutely guarantee the quality of products, and are trustworthy suppliers of new products for sale.

8.Product packaging. The products are in the original packaging published on Amazon.

9.On April 22nd,2023, the policy of learning authenticity will be organized by the personnel department.

Amazon Anti-Counterfeiting Policy

It is the responsibility of every seller and supplier to ensure that the products they source, sell and ship are genuine. Prohibited goods include smuggled, counterfeit or pirated goods or content, goods that are illegally copied, reproduced or manufactured, and goods that infringe the intellectual property rights of third parties. If a seller sells or supplies counterfeit goods, Amazon may immediately suspend or terminate the selling account (and any related accounts) and dispose of all counterfeit goods stored in Amazon fulfillment centers at the seller’s expense.

Sales Authentic Products Guarantee

Amazon strives to ensure a trustworthy shopping experience for our customers. By selling on Amazon, we agree that:

The sale of counterfeit products is strictly prohibited.

We may not sell any products that are not legal for sale, such as products that have been illegally replicated, reproduced, or manufactured

We must provide records about the authenticity of your products if Amazon requests that documentation.

Consequences of Selling Inauthentic Products

If we sell inauthentic products, Amazon may immediately suspend or terminate our Amazon selling account, destroy any inauthentic products in Amazon fulfillment centers at our expense, and/or withhold payments to us.

10.We require employees to review Amazon’s policies on authenticity and intellectual property such as trademarks every month. Take the Amazon Intellectual Property Policy exam on the last Friday of each month.

Participants: all employees

Address: meeting room

When: Last Friday of every month

Supervisor: Personnel Department Manager and Sales Department Manager

We use closed-book, question-and-answer, fun guessing, etc. to help employees review and review relevant policies. All employees must reach 90 points to pass the assessment; otherwise, a second assessment will be conducted and a penalty of 50 yuan will be imposed.

11.We have assigned a senior employee to monitor buyer reviews every day, he will focus on negative messages, buyer complaints, negative reviews, and return requests to find out what went wrong and give the reasonable solutions. For those who are not satisfied with our products or logistics services, he will leave a message under their review and help to address their problem as soon as possible,If the buyers review on the wrong products, he will look for the reason for the wrong goods, assign the responsibility to the individual and made specific penalties, and provide a full refund to the customer.

12.We learn to think from the perspective of customers and do our best to bring customers a better shopping experience. We must provide our customers with high-quality products. In addition, we should not only care about the brand of the product but also attach great importance to the quality. With great hope and sincerity, we are striving to be a good and qualified Amazon seller.

We are new sellers on Amazon, we are loyal sellers on Amazon, and we are also buyers in our daily life, so we can understand our customers’ worries and needs, and we will work harder to solve our customers’ problems and provide friendly and efficient consumer services for our buyers in our subsequent sales work. We sincerely hope that Amazon seller support can check our action plan carefully and don’t reject sincere buyers on Amazon so that we can provide quality goods and good service to our customers. We always believe that Amazon is a platform that focuses on buyers’ shopping experiences, and all our work is based on this purpose.

We hope Amazon will make a fair decision and let our goods be sold on Amazon soon.

In fact, before receiving the notification, we have been listening to customer feedback and constantly updated our product information and some defects in logistics problems. You can find from the customer’s reviews, we have always been, as long as a customer leaves unsatisfactory comments, we will reply to his comments as soon as possible and solve his problems for him. At the same time, as long as we find a problem, we were re-checked and filtered the products that sent to the Amazon warehouse to avoid the problems that the customers have reflected again. Therefore, we can guarantee that the items in the current inventory are the same as our updated plan.

We hope you will be aware of our intentions and apologies, and we hope we can resell ASIN ***products on Amazon as soon as possible.

Best Regards,

店铺名

授权书与发票补开证明如下：