Amazon UK 因?yàn)楫a(chǎn)品標(biāo)題涉及侵權(quán)被凍結(jié), 銷售權(quán)限被移除

原文如下：

Hello,

You currently may not sell on Amazon.co.uk because you are offering items that may infringe intellectual property rights or may be inauthentic. Examples of these items are at the end of this email.

Funds will not be transferred to you but will stay in your account while we work with you to address this issue.

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.

To sell on Amazon.co.uk again, please send the following information to pq-review@amazon.co.uk:

— Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 90 days. The quantity of items shown should match your inventory.

— If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.

— If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.

— Contact information for your supplier, including name, phone number, address, email, and website.

You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.

In addition, send us a plan with actions you took to resolve the issue and prevent similar complaints. Do not limit your plan to issues with specific orders.

We will review your information and decide if you may sell on Amazon again. If you do not send the required information within 17 days, we may not allow you to sell on Amazon. Failure to appeal this decision may result in funds being withheld and any FBA inventory of the items that caused “inauthentic” complaints may be destroyed at your expense.

Learn more about our policies in Seller Central Help:

–Amazon Anti-Counterfeiting Policy (https://sellercentral-europe.a ... 165970)

–Intellectual Property Violations (https://sellercentral-europe.a ... 361070)

–Policies and Agreements (https://sellercentral-europe.amazon.com/gp/help/521)

To talk to someone about this email, ask our Seller Support team to contact you (https://sellercentral-europe.a ... rmance).

————————————-

ASIN: “Iphone,Ipad,Samsung” – – B0744H4VPX, B0744G3HGF, B0744FVBFC

————————————-

Sincerely,

Seller Performance Team

Amazon Payments

Amazon Payments Europe S.C.A., partnership limited by shares, is a company registered in Luxembourg, Registration Number B 153 265, with its corporate office at 5 Rue Plaetis, L-2338 Luxembourg. VAT Number LU 24448288. Amazon Payments Europe is authorised by the Commission de Surveillance du Secteur Financier as an Electronic Money Issuer (licence number 36/10).

Payments.amazon.co.uk and Amazon Payments are trading names of Amazon Payments Europe S.C.A.

這是一個(gè)新手比較犯的錯(cuò)誤，將Iphone,Ipad,Samsung 等品牌關(guān)鍵詞直接加入到標(biāo)題中，會(huì)引起買家的誤會(huì)，認(rèn)為這是samsung等公司出品的產(chǎn)品，亞馬遜是禁止此類標(biāo)題的寫法。

正確的寫法應(yīng)該是 xxxx for iPhone 7 或 xxxx for Samsung s8

那么接下來如何進(jìn)行申訴? 但，這里要說明的是，即使按照要求申訴后賬戶銷售權(quán)限恢復(fù)的情況也不是大家想象中的那么樂觀，所以大家在上架產(chǎn)品的時(shí)候一定要認(rèn)真先了解清楚平臺(tái)規(guī)則!

以下是一段申訴使用的郵件模板，供大家參考：

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 offering items that may infringe intellectual property rights or may be inauthentic.

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, We had removed the listings and promise we won’t sell it again on Amazon if we do not get the warrant.

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.

Best regards

enchen

在這里展開一下，關(guān)于銷售權(quán)限被移除的其它情況：

亞馬遜銷售權(quán)限被移除一般都是由于以下原因：

糟糕的賬戶表現(xiàn)(您賬戶的客戶指標(biāo)order defect rate, cancellation rate, late shipment rate等等一些指標(biāo)沒達(dá)到亞馬遜的要求)

違反亞馬遜的銷售政策 (賣仿貨，賣假貨，產(chǎn)品上傳嚴(yán)重違規(guī)無視平臺(tái)要求，同站點(diǎn)多賬戶運(yùn)營(yíng)被關(guān)聯(lián)時(shí)一個(gè)賬戶銷售權(quán)限被移除其他的賬戶跟著出問題)

銷售平臺(tái)明令禁售的產(chǎn)品

銷售權(quán)限被移除的申訴：

如果您的的亞馬遜賬戶銷售權(quán)限已被移除，有可能通過申訴要回賬戶，當(dāng)然也不是說只要申訴亞馬遜就會(huì)恢復(fù)您的賬戶銷售權(quán)限。

如何申訴?

Step 1: 搞清楚是什么原因?qū)е履馁~戶銷售權(quán)限被移除

賬戶銷售權(quán)限被移除以后亞馬遜一般都會(huì)發(fā)一封Notification給賣家，賣家可以通過這封郵件得知準(zhǔn)確的原因，到底是因?yàn)橘~戶表現(xiàn)差，還是違反亞馬遜的銷售政策或者銷售了平臺(tái)禁售的產(chǎn)品… …

Step 2: 評(píng)估你過往的銷售操作

檢查下你的客戶指標(biāo)，找出那些給客戶帶來差的用戶體驗(yàn)的訂單和不達(dá)標(biāo)的的參數(shù);同時(shí)也檢查下您賬戶目前的產(chǎn)品Listing，看看這些產(chǎn)品有沒有那些違反亞馬遜的政策的(比如侵權(quán)或者假貨之類的)

Step 3: 創(chuàng)建一個(gè)補(bǔ)救的行動(dòng)計(jì)劃

寫一個(gè)行動(dòng)計(jì)劃概括一下你在Step 2 中發(fā)現(xiàn)的與賬戶銷售權(quán)限被移除有關(guān)的問題，提供一個(gè)能夠有效解決相關(guān)問題的精確的行動(dòng)計(jì)劃可以很大程度上恢復(fù)你賬號(hào)的銷售權(quán)限

Step 4: 把你申訴的內(nèi)容發(fā)給亞馬遜

補(bǔ)救的行動(dòng)計(jì)劃創(chuàng)建寫完后, 將其發(fā)送給亞馬遜希望其恢復(fù)您的賣家銷售權(quán)限。

登錄賣家賬戶后臺(tái)

點(diǎn)擊Performance按鈕中的Performance Notifications

找到關(guān)于您銷售權(quán)限被移除的告知郵件，打開郵件，點(diǎn)擊Appeal的申訴按鈕

點(diǎn)擊Appeal decision按鈕

把您的補(bǔ)救行動(dòng)計(jì)劃寫入

點(diǎn)擊Submit，把您申訴的內(nèi)容發(fā)給亞馬遜的Seller Performance進(jìn)行評(píng)估，Seller Performance會(huì)根據(jù)您提供的申訴內(nèi)容以及這次銷售權(quán)限被移除的嚴(yán)重程度來決定是否恢復(fù)您的亞馬遜賬戶賣家權(quán)限

Step 5: 關(guān)注你的Email和后臺(tái)Notification

亞馬遜會(huì)把評(píng)估的結(jié)果發(fā)送給賣家一般來說亞馬遜會(huì)在收到申訴內(nèi)容48小時(shí)之內(nèi)查看，評(píng)估，決定，然后把最后的結(jié)果發(fā)送給賣家。

亞馬遜的評(píng)估是非常的細(xì)致的，所以賣家一定要在申訴內(nèi)容上花功夫，即便您提供了申訴材料也不能100%的保證你的賣家賬戶就一定可以恢復(fù)銷售權(quán)限。

你申訴的內(nèi)容的補(bǔ)救行動(dòng)計(jì)劃務(wù)必要包含以下兩大點(diǎn)：

讓亞馬遜知道你已經(jīng)確定搞清楚了自己在銷售或者產(chǎn)品管理中存在某些特定的問題 (知道錯(cuò)了，并且知道錯(cuò)在哪里)

說明你會(huì)怎么樣去改進(jìn)和避免這些出現(xiàn)的問題 (讓亞馬遜知道你會(huì)采取積極的態(tài)度并且拿出合適的方案和步驟去改進(jìn)這些問題，提高用戶體驗(yàn))

下面我們來舉例說明：

賬戶表現(xiàn)糟糕導(dǎo)致銷售權(quán)限被移除

Example 1: Notifications來郵件說因?yàn)槟~戶的Order Defect Rate(ORD值)過高導(dǎo)致銷售權(quán)限被移除

處理方法 :

檢查賬戶的Customer Metrics頁面搞清楚到底是哪個(gè)指標(biāo)不合格，影響ODR值的指標(biāo)有：1-2星的Negative Feedback，A-to-Z claims，Chargebacks claims (簡(jiǎn)單來說就是差評(píng)和糾紛)。

糾紛和差評(píng)最能反映客戶對(duì)于訂單的不滿，對(duì)于客戶反映較多的問題，你要在申訴計(jì)劃中給亞馬遜一個(gè)合理避免這些問題的步驟 (我要如何避免和改進(jìn)，我們計(jì)劃是：1怎么怎么樣，2怎么怎么樣，3怎么怎么怎么樣…)。

當(dāng)檢查賬戶的時(shí)候，要大量的檢查買家給您留的feedback，如果評(píng)價(jià)中有反應(yīng)您對(duì)客戶發(fā)的消息不理睬，那么您的補(bǔ)救計(jì)劃中要提到后期會(huì)每天安排時(shí)間回應(yīng)客戶的郵件。

Example 2: Notifications來郵件說因?yàn)槟阗~戶的發(fā)貨延遲率過高導(dǎo)致銷售權(quán)限被移除，你的發(fā)貨延遲率( Late Shipment)不達(dá)標(biāo)

處理方法 :

發(fā)貨延遲率過高是因?yàn)樵谏蟼鳟a(chǎn)品時(shí)后臺(tái)的Handing Time設(shè)置的過短(如果賣家不設(shè)置則默認(rèn)為2個(gè)工作日)，那么在你的補(bǔ)救申訴計(jì)劃中要提現(xiàn)出你要修改Handing Time的意圖，從而能夠在規(guī)定的時(shí)間在后臺(tái)確認(rèn)發(fā)貨。

Example 3: Notifications來郵件說因?yàn)橘~戶的訂單取消率(pre-fulfillment order cancel rate)過高導(dǎo)致銷售權(quán)限被移除

處理方法 :

檢查你的庫存管理和庫存的控制流程，如果你發(fā)現(xiàn)過高的訂單取消率是由于長(zhǎng)期缺貨造成的，那么你的申訴補(bǔ)救計(jì)劃中要提到后期你會(huì)對(duì)所有的產(chǎn)品庫存每天進(jìn)行監(jiān)控和統(tǒng)計(jì)以確保所有上架的產(chǎn)品都有非常理想的庫存量，不會(huì)導(dǎo)致有單無貨的局面。

當(dāng)你評(píng)估店鋪往期的運(yùn)營(yíng)動(dòng)作時(shí)，著重檢查以下幾點(diǎn)：

設(shè)置發(fā)貨時(shí)間：你設(shè)置的發(fā)貨時(shí)間會(huì)不會(huì)太短?

和買家溝通：你有沒有迅速高效并且禮貌地回復(fù)買家的問題?

產(chǎn)品庫存：你經(jīng)常缺貨和取消訂單嗎?

產(chǎn)品鏈接：你在Listing詳情頁面有準(zhǔn)確的描述你的產(chǎn)品嗎?

如果你的賣家賬戶因?yàn)檫`反亞馬遜平臺(tái)政策被取消了銷售權(quán)限 , 你先檢測(cè)下店鋪內(nèi)的產(chǎn)品看它們其中有沒有包含一些平臺(tái)的禁售產(chǎn)品。

違反亞馬遜平臺(tái)政策導(dǎo)致銷售權(quán)限被移除

Example: Notifications來郵件說賣家賬戶銷售權(quán)限被移除是因?yàn)殇N售…… 比方說 promotional versions of media (亞馬遜上的禁售品)

處理方法 : 立馬刪除這些禁售品(比如promotional versions of media 或其他…)后期經(jīng)常檢查賬戶確保不再上傳此類禁售品并且一旦發(fā)現(xiàn)立即刪除。

賣仿貨賣假貨導(dǎo)致銷售權(quán)限被移除

因賣假貨被封店鋪，申訴郵件模板進(jìn)行申訴，可以用文章上面那個(gè)郵件模板進(jìn)行修改，不過在這里提醒大家賣仿貨賣假貨屬于嚴(yán)重的平臺(tái)違規(guī)行為，即使是按照要求申訴后賬戶銷售權(quán)限恢復(fù)的情況也不是大家想象中的那么樂觀，所以大家在上架產(chǎn)品或者跟賣其他賣家產(chǎn)品的時(shí)候一樣要慎重!

因?yàn)殛P(guān)聯(lián)問題被移除銷售權(quán)限

亞馬遜運(yùn)營(yíng)中最恐怖的事情就是賬戶被關(guān)聯(lián)，特別是如果當(dāng)現(xiàn)在的賬戶被亞馬遜告知已經(jīng)關(guān)聯(lián)到了一個(gè)之前死掉(被永久移除銷售權(quán)限)的賬戶，那么現(xiàn)在這個(gè)賬戶也會(huì)死掉(被永久移除銷售權(quán)限)，關(guān)聯(lián)問題申訴基本無望，被關(guān)聯(lián)基本就可以放棄抵抗了，抵抗成功率微乎其微，這種關(guān)聯(lián)比賣仿貨賣假貨更可怕。