Amazon美國站賬號被封成功申訴 過程Seller Performance Team逗逼很

今天在壇子里看到一個美國賣家賬號被封然后成功申訴的過程，這里分享給大家：

On 7/29/15 we were suspended for Policy Violations and received the following performance notification from Amazon about our suspension.

2015年7月29日，我們收到了來自亞馬遜的違規(guī)封號郵件。

Amazon Suspension Performance Notification

Hello,?

We have removed your Amazon selling privileges because of buyer complaints about the items they received from you. Please see below for some examples of the listings we have received complaints about:?

Complaint Type: Item Not As Advertised?
ASIN: XXXXXXXXXX

Complaint Type: Incomplete Item?
ASIN: XXXXXXXXXX?

To maintain a trusted marketplace for buyers and sellers, we take immediate action when we identify a buyer complaint regarding the condition and authenticity of products. You can view previous emails about buyer complaints on the Performance Notifications section of Seller Central (https://sellercentral.amazon.c ... .html/).?

What you can do?

If you would like your selling privileges reinstated, respond to this message and let us know. When you respond, include a plan of action that contains the following:?

1. Description of the issues that caused the complaints.?
2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.?
3. Any additional details you would like us to know.?

To find more information on how to submit your plan of action, search “Appeal the Removal of Selling Privileges” in Seller Central Help.?

Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.c ... rmance).?

What happens next?

We’ll review the information you send and get back to you with an answer within 2 business days. When we respond, we may ask you for additional details or to revise your plan of action. If your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges.?

While your account is restricted, we will place a reserve on your funds. Any amounts paid for A-to-z Guarantee claims and chargebacks on your orders may be deducted from the funds in your account. If you have questions about these funds, write to payments-investigate@amazon.com.?

Please understand that if you are unable to submit a sufficient plan of action within 17 days, we may remove your listings and continue the reserve on your funds.?

Learn more?

Sellers should understand our policies regarding product condition and descriptions. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help.?

We appreciate your cooperation.

Sincerely,?

Seller Performance Team?
Amazon.com?
http://www.amazon.com?

此郵件告知這位賣家你被買家舉報了，有兩款產(chǎn)品違規(guī)。一個是描述不符，一個是未完成的ITEM。那么被封過號的小伙伴都知道，亞馬遜一般都不會把問題很明確的告訴你，但是總會給你點提示，讓你自己開腦洞去找。那么接下來，是這位賣家的申訴郵件，極其的專業(yè)，小伙伴如有遇到相同問題可以借鑒一下。

On 8/4/15 we submitted our appeal letter to Amazon Seller Performance Team. Here is the letter we submitted.

8月4號，我們寫了一封申訴郵件去亞馬遜。

Appeal Letter to Amazon Seller Performance Team

Dear Amazon.com Seller Performance Team,?

We recognize and understand the mistakes we made to bring us to this point.?
These are our mistakes?

1. Listing products that do not match the detail page 100%.?

2. Failure to include appropriate quantities for product we listed against, as described on the detail page.?

3. Failure fulfill products that match the detail page’s specification including but not limited to height, length, width, weight, color, material, brand, unique product identifier, functionality and authenticity of the product.?

4. Improperly identify products we created listings for. Example: We didn’t provide full explanation that our products are the material we actually stated them; sometimes lacking any claim to material integrity at all.?

5. Failure to comply with Amazon.com image and description compliance. Example: Our main images do not have white backgrounds with only the product in the image. Our descriptions were not full enough to provide the customer with full information to make a confident purchase on Amazon.com. This results in unsatisfied customer upon receipt of the item.?

Steps we have taken and will continue to take:?

1. We have removed all listings that are not within Amazon.com policy. We will not relist until a full analysis of all ASINs. Only when the product matches the ASIN 100% will we then list the product for sale. There will be a two person review of appropriate item being packaged for delivery in an Excel type checklists that the fulfillment team can log, record, and track. If the product does not match the product detail page 100% we will delete product form our account.?

2. We have gone through all our warehouse inventory and have taken out all items that show any signs of damage or defectiveness. This has ensured all products are ‘new’ as described on the detail page.?

3. We have re-written the description and bullet points to improve accuracy of the item’s presentation to Amazon.com standards.?

4. We have re-written all weights, dimensions and quantity per order.?

5. We have re-photographed all items that are not displaying the product accurate enough.

Please let us know what should be done to reinstate our account, we are looking forward to hearing from you.?

Sincerely,?
XXXXXXXXXXXX

這里基本上把自己能找到的錯誤全部列給了亞馬遜看，就算很細小的問題也全部列出來，以示誠意。然后接下來以非常詳細的步驟說出收到郵件后第一時間的操作以及以后將如何避免。

在申訴信發(fā)出，收到亞馬遜自動回復的郵件之后，這位賣家去做了以下幾件事：

1.移除了問題ASIN的庫存
2.開始把所有主圖都慢慢換成RGB:255.255.255的純白色背景
3.把產(chǎn)品的詳情描述寫的更詳細，更寫實
4.聯(lián)系留差評的買家嘗試改善評價

發(fā)出申訴信之后的10天，還是沒有收到亞馬遜的回復，于是乎這位賣家又發(fā)了一封郵件：

Dear Seller Performance Team,
Our account was suspended 7/29/15. We sent in our appeal letter on8/4/15. We have not received a response from seller performance team. Can you please give us a update of our appeal?
Thank you for your time.
Sincerely,
XXXXXXXXXX

意思就是我的賬號29號被封的，8月4號發(fā)了一封申訴信，但是還沒收到回復。能否給點消息。

此時這位賣家自述說，實話說，他也不確定這封信能否可以起到一點作用，但是在8月17日，收到了來自亞馬遜的郵件：

Reinstatement letter from Amazon Seller Performance Team

Hello,
After reviewing your account and the information you have provided, we have decided to reinstate your selling privileges.?
For performance improvement tips, search on “Seller Best Practices” in seller Help. Please note that if your performance does not improve, your selling privileges may be removed.?
Welcome back to selling on Amazon.com; we wish you the best of luck.?

意思就是說，亞馬遜已經(jīng)恢復了他的銷售權，果然功夫不負有心人！

但是逗比的事情又發(fā)生了，在8月18日，也就是申訴回來的第二天，又收到了來自亞馬遜的第二封封號郵件：

2nd Suspension Letter

Hello,?

Upon further review, we have canceled your listings and extended the temporary hold on any funds in your seller account. Any new selling accounts you open will be closed.?

We took this action because you have not provided us with a viable plan of action.?

We encourage you to take appropriate steps to resolve any pending orders. Note that any amounts paid as a result of A-to-z Guarantee claims and chargebacks may be deducted from your seller account.?

After 90 days, the hold will be removed and any remaining funds will be available per your settlement schedule. In addition, balance and settlement information will be available in the Payments section of your seller account. If you have questions about these funds, please write topayments-funds@amazon.com.?

If you would like to appeal this decision, please visit the Notifications page in the Performance section of your account, find this message in the list of notifications, and click the Appeal button (https://sellercentral.amazon.c ... s.html). For information on creating an appeal, search on “Appeal the Removal of Selling Privileges” in seller Help.

Sincerely,?

Seller Performance Team?
Amazon.com?
http://www.amazon.com

原因是因為沒有解釋對于賬號或者運營可行性的計劃，說白了其實就是不止一個人在審核申訴，也許是兩個客服互相逗比了。。。。沒有看到申訴信，醉了。

收到之后的同一天，買家再次發(fā)送了同一封申訴信過去并且附上了之前一名客服恢復賬號的郵件給這個逗比客服。

第二天，賬號終于正式被恢復了。長達半個月的申訴戰(zhàn)役宣告結束。