操纵评价被亚马逊封店,如何申诉?

操纵评价被亚马逊封店,如何申诉?

最近又被封店了,幸好申诉一天就恢复了。所以这次跟各位分享一下,申诉模板应该如何写?

其实我们之前就被亚马逊封号一次了,而短短的几个月,这么快又被封,也是因为“操纵”评价,但是我们不可能犯一样的错,也不会用很明显的词。但是我们一个客服,自作聪明,有个客户因为她说的一个“give me a hand”给了改了好评后,她就每个客户都这样么说,结果被抓了。而我之前跟他们说要用不同词交换这用,却忘记了。

所以很多时候不是我们不懂规则,而是不懂思考,不会分析。当然,幸运的是,我们被封一天就恢复了。

还有一点必须要提醒各位的是,亚马逊系统越来越聪明和智能了,千万不要做违规的事情了,迟早会被抓!

我们邮件申诉模板是这样(由账户经理提供)

Dear Seller Performance team,

We are regret to violate the review policy. After we got your notification, we deep dived all our communication Our after-sales department sent after-sale service emails to customers to resolve their question and to apologize for their unhappy experience. After carefully review “Customer Review policy” and “Communication Guidelines”, we clear the role and policy for how to communicate with customer correctly. As a seller on Amazon, it’s prohibited to ask our customers to  remove or update their reviews proactively.

(表达自己很重视,对事情严重性认真对待)

After we hear back from customers, we will issue a full refund or a replacement per customer’s choice to make them happy with our service.

The sample emails is as below:

Dear Drew.

Thank for your response and your willingness to try our product once again.

So we have chosen the expedited shipping to send you a new one, which will arrive on around Dec.8.

Please remember to check your parcel on time.

And we are really sorry for the misleading product description for that there may exist some cultural misunderstandings.

We will recompose the description as soon as possible.

Thanks for your kind suggestion!

Best Regards

After-sale Support Team – Anne

(提供示例邮件,适当说明这样写的目的是为了客户体验,并非为了改好评,当然也要承认自己某些语句有暗示客户修改的嫌疑,一定要承认错误)

We are trying our best to provide the best shopping experience to our buyers.

Here are the plan of action:

1 ) Provide better customer service. If there is a customer negative review of our products, we will actively solve this problem, we will understand the customer’s problem in the first place, then we will apologize to customer, and finally we will replace it without return or refund according to their request.

2) For correcting the mistakes of our after-sales department, we organized a meeting for all employees in our company and make everything on the same page for 1) We will not offer refund or other compensation to a reviewer in exchange for changing or removing customers’ review. 2)We will not ask for reviews only from buyers who had a positive experience or attempt to divert buyers who had a negative experience to a different feedback mechanism. And 3) We will monitor reviews regularly and reach out to customers to resolve product or service issues. However, we will not ask customers to change or remove their review, even after an issue is resolved.

(提供整改方案,不要全抄这个,自己写,分点分段,观点清晰,根据实际情况)

All employees will have mandatory study for  Amazon Community Guidelines to  ensure all of them has a clear understanding of prohibit activities. We believe that investing in a knowledgeable and informed sales team reflects our commitment to quality and service. We also established a special monitor department with 3 employees, the scope of work includes check the email exchange between our service team and buyers/other, email address and content which must be uniformly managed by Monitor Department.

(进行严格培训之类的话语)

We have acknowledged the violation we made.We guarantee that we won’t make the same mistake again in the future.

Thank you for your consideration.

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