新賬號被封申訴模板

GIF/387K

經常有賣家問：賬號剛註冊下來就被封了， 或者是剛上傳產品沒多久亞馬遜就發來郵件說賬戶被移除銷售權或被封號，怎麼辦？

當遇到新賬戶被亞馬遜封號時，也能夠透過發送郵件給亞馬遜官方來解釋情況，進而獲得恢復新賬號的機會。

以下是一封相同情況並成功恢復賬號的信件內容：

I understand that recently our performance as a seller on Amazon.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 communi cation 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

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 inventor upload file.

Our Plan of Action:

Our inventory file has been reviewed. All misclassification 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.

信中開頭先明白承認自己的疏失，表達出誠意。之後將問題清楚分割成兩個部份，然後依序以條列重點的方式將改進方法提出，最後再以加強語氣強調改進的決心並想要收到回信的迫切。

總結，信件內容的重點如下：

1.表達誠意，先認錯再說：

"I understand that recently our performance as a seller on Amazon.com has fallen below both Amazon s and our own standards of quality. "

2.清楚分明的格式：

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.

3.簡要的原因：

"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

4.不卑不亢的結尾，提出解決方式：

"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."

通用模板

寫信給亞馬遜依照情況的不同內容有千百種，要怎麼表達才比較合適呢?

這次我們用實例來修改，讓大家能夠更明白寫給亞馬遜回信時需要多注意的細節。

也可以讓大家明了寫信時的概念，得以之後運用在各種不同情況上。

Please help edit the following appeal：（比較不正確版本）

We are contacting you regarding our seller account suspension. We realized the delay in shipping orders does not comply with Amazon s performance target of less than 4%, nor, our target of less than 2%.

We have reviewed our metrics and have determined the two areas that need to be addressed. Shipping and Inventory Availability.

We realized we need constant monitoring of our seller account. To achieve our goal of less that 4% late shipping, we are monitoring our Amazon account continuously, instead of during regular retail store hours.

To further help us achieve our goal of less that 4% late shipping, we have consolidated our Amazon inventory into one location. This eliminates delays in getting product out by the Expected Ship Date.

Thank you for considering this appeal.

以上的內容已有了雛形，格式段落符合基本概念，但在語氣上可能表達的程度不夠，另外也要注意信中的書信禮儀。

經過調整後：

To whom it may concern,（正確版本）

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.

以上就是調整完成後的版本，此為參考用請勿照抄。

針對不同的賣家境況：

1.先依照上文寫出雛形。

2.調整語義、語氣表達和書信禮儀的細節。

EX：

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%.（先誠實道歉）

3.將多餘的冗詞贅字予以刪減，讓書信內容更加簡練，在該強調語氣的地方加重力道

EX：

We realize we needed additional support for monitoring of our seller account. To achieve our goal of less that 4% late shipping, we have added additional staff to support the sales person in our retail store that is handling Amazon. This will allow us to have packages prepared and ready to ship more efficiently.

調整為：

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.

依照以上三個步驟調整過後的回信，亞馬遜官方收到後能感受到你的誠意、經營態度與禮儀，而這三個部分正是亞馬遜最注重的方面。所以回信記得要投其所好，才能獲得預期的回復。

－END－

來源：藍湖共創

百佬匯跨境電商聯盟 助力賣家成長

微信ID：hundred-bodies

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