亚马逊账号被封杀了？莫慌！

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2017-08-22 14:18:53

旺季快要来了，别人在爆单，你却收到Listing被Blocked，这境况是何等凄惨？！

据传亚马逊近期又开始大批猎杀账号：刷单严重的卖家，且刷自发货较多;多账号操作的卖家，用自己的小号跟卖大号；自注册小号卖家，没有通过招商经理渠道全球注册；因退款等问题有刷单嫌疑的卖家。

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账号安全问题一直以来都是卖家的痛点，毕竟账号等同于衣食父母。你的账号还好吗？本篇着重讲解listing被Blocked后如何申诉的问题。

亚马逊不会无缘无故Blocked你的Listing,但是如果在上架之前就违背了亚马逊规则，那不可避免就会出现listing被警告被下架甚至严重到直接店铺被关的情况！

Amazon平台上Listing被Blocked的原因有这几个，大家注意了：

1、产品与描述不符：产品图片或是内容描述与实际产品不符，如出现这个，用户在收到货品后容易向亚马逊进行投诉。

2、侵权：跟卖了别人的Listing或是Listing中用了别人的品牌词都有机会被投诉。

3、被用户投诉：除了出现产品与描述不符用户会投诉外，如出现安全行问题不被告知也容易遭到用户投诉。

4、购物体验差：和被用户投诉是有区别，这里指的购物体验差是指你的Listing老是取消发货给买家带来了很差的购物体验。

如果很不幸，已经收到亚马逊的邮件告知你的Listing被Blocked了的卖家也不要太着急，毕竟店铺还没被封呢。既然已经出现了这种境况，总是要积极的面对和解决的。下面告诉大家处理的方式。

1、收到亚马逊的邮件告知你的Listing被Blocked了，你要仔细看是什么原因？

2、对于亚马逊的申诉你一定要尽快做，如果你拖延，亚马逊会比你更拖时间。

3、在申诉的过程中请保持一种良好的态度，如果真的是错的，要敢于承认和改正；

如果存在异议或是被误解了，也不用太低声下气，还是要积极的收集证据进行申诉。特别是FBA发货的，你在平日里就要留意差评和negative product review，第一时间去核查。

这样在Block之时，就可以和亚马逊说，你在比他这个BLOCK 更早的时间里，就有积极处理客诉了。Best Customer service 是亚马逊重视的。

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写申诉邮件的时候，我们以为自己写的整改计划已经很详细了，但是收到的反馈还是plan没有针对投诉拟定，因此很难一次申诉通过。

如果确信不是你的问题，请继续开case继续申述。但同时你也要做好最坏的打算，申诉失败。在申诉过程中不只是针对此类投诉的反应还应包含目前已经采取的计划以及之后的预防措施。

listing因安全问题被移除后的申诉模板

Dear Seller Performance Team,

Thanks for your letter and letting us know the problem of our listing.

We understand safety is quite important for chargers. Referring to the Safety Incident complaint of ASIN xxxxxx, here's the related information for your review.

1. At first, I have to say that, we did not know the specific information about the complaint because customer did not contact us for a solution, but we can understand.

So we checked all the reviews of this listing carefully, and by analyzing the data we found the possibility of the complaint - the charger gets hot while charging.

2. As we all known, the light-up items does get hot while in use, like the bulb, lamp or night light in our daily life, they get hot as well.

3. And it's quite common that charger gets hot during charging but the temperature does differ under different charging conditions.

For example, summer days, we use the charger in an air-conditioned room, the indoor temperature is 28 degree, then when use this charger to charge devices, the charger's temperature will be 28-35 degree. And if we use the charger in a room without air-condition, the indoor temperature is 38 degree, then no doubt the charger's temperature goes higher, maybe 38-50 degree.

4. Besides, in order to solve the possible customer concerns, we added 4 Tips in the product description, details as below:

TIPS截图，类似温馨提示的内容

To resolve this issue and avoid the similar complaints in the future, we'll ask the supplier to do the Aging Testing at least 24 hours to assure the quality.

And we ourselves will require our QC dept. to do more strict and careful inspection before shipment. And we'll put paper card with tips inside the packaging also.

We pay high attention to customer's feedback on our products. We'll do everything we can to make customer rest assured!

At last, I attached some screenshot image of customer feedback for this charger here.

Feedback好评截图，挑对客户实际生活带来便利的有利评论

Thanks,

XXXXXX

以上模板仅供参考

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很多卖家都有过找亚马逊申述的经历，无论解决与否，过程都是一种煎熬。申诉不易，对于很多无经验的卖家来说就是一个持久战，而能否申诉回来还真不好说，尤其是在旺季前抓得严，大批账号被封的情况。