Dear Amazon seller support:
This is * (店铺名) writing to you.
As we are new seller on Amazon, we just sold our first item on 2022-2-*, 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!
If we get the valuable selling chance on Amazon, we will do as follows:
Absolutely, we will learn through all the policies and rules about selling on your platform.
We will check the listings in our account to see if they provide enough
information for customers to make their right decisions.
We will focus on awaiting shipment items to customers. Double check to confirm customers will have their satisfied items.
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.
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.
We will build up our own ERP to manage the running for Amazon selling.To control customer services and shipping services with accurate data.
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.
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)。
Dear Amazon seller support, Thank you for your concern of our account.
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.
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:
Absolutely, we will see through all the policies and rules about selling on your platform.
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.
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.
If any selling questions, we will consult Amazon for help as soon as possible,rather than sell blindly.
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：
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在亚马逊上的销售工作。
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 withits 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.
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
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.
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.
The picture that Amazon has removed:
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: ***) 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)
Secondly, We have advised the rights owner to contact Amazon at email@example.com 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)
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.
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：
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.
I understand that recently our performance as a seller on http://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 communication that we have recently seen an increase in customer A-z guarantee claims which has resulted in our order defect rate exceedingthe 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.
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.
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
hockproof 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.
Dear Amazon Seller Performance Team,We understand that recently our performance as a seller on http://Amazon.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.
第一句：Thanks for your mail and …
倒数第二句：It is our appreciate that we could have the chance to sell on the amazon…
最后一句：Thanks a lot!
结尾：Your sincerely/With regards/Best regards+品牌/店铺名
找到了问题的原因，接下来就需要写plan of action(简称POA)，POA的作用是让亚马逊看到你的态度和措施，如果亚马逊觉得可行，那解封的可能性就很大了。解决措施要从三个角度来写，过去，现在，未来。