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来和大家分享下今年亚马逊出现的一个新型政策违规类型：违反了FBA索赔政策violated our Reimbursement Policy （repeatedly submitted unusually high rates of FBA reimbursement claims）

具体政策帮助请参见（Seller Central Help）https://sellercentral.amazon.com/gp/help/help-page.html?itemID=200213130&ref=id_200213130_bred_G9N934L7Y4SFWPJ4

首先第一步我们需要了解下亚马逊针对FBA货物出现丢失，损坏或者买家退货等方面允许索赔的前提条件，也就是在什么情况下亚马逊允许买家向他们提起赔偿：

1. 亚马逊的原话如上，也就是说产品在他们处理中（例如接收或者转仓或或者存贮的时候）或者他们的承运商处丢失（发货的时候把货物丢失了之类的情况）。

2. 退货处理过程中出现问题：买家提起退货退款，亚马逊必须已经代表卖家账户完成退款或商品更换，之后买家会收到您商品的退款 , 但商品未在退款后的60天内退回运营中心。这种情况下，大多数时候，亚马逊会向将向买家收费并为卖家提供赔偿。具体情况分两种（亚马逊原文）：

A． 如果买家在退款后的 60 天内将您的商品退回至运营中心，我们首先将确定退货商品的状况。如果退货商品处于可售状况，我们将把该商品重新放入您的库存中，而不会对您进行赔偿。

B． 如果退货商品处于不可售状况，我们将确定造成该状况的责任方。如果我们发现亚马逊应对不可售退货承担负责，我们将为您提供赔偿，且不会将该商品重新添加到您的库存中。

其次我们还要了解下提起索赔的产品的资格条件

综上所述可以看出，必须是确定了问题完全确定在于亚马逊处理过程中出现破损，丢失等并且满足资格条件情况下才能提起索赔，否则向亚马逊发起索赔最终会被调查关闭销售权限

下面我们来看遇到这类问题之后的申诉流程和注意事项：

1. 此类问题的取消销售权的邮件通知模板如下

Hello,

Your Amazon Seller account has been deactivated in accordance with Section 3 of Amazon’s Business Solutions Agreement. Your listings have been removed. Funds will not be transferred to you but will stay in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.

Why did this happen?

We have taken this measure because this account has repeatedly submitted unusually high rates of FBA reimbursement claims, or has otherwise violated our Reimbursement Policy. Learn more about our FBA reimbursement policies and Seller Code of Conduct in Seller Central Help:

-FBA Lost and Damaged Inventory Reimbursement Policy (

https://sellercentral.amazon.com/gp/help/200213130)

- Amazon Product Authenticity and Quality Help Page (

https://sellercentral.amazon.com/gp/help/G202010130)

- Condition Guidelines (

https://sellercentral.amazon.com/gp/help/200339950)

- Selling Policies and Seller Code of Conduct (https://sellercentral.amazon.com/gp/help/G1801)

How do I reactivate my account?

To reactivate your account, please send proof to demonstrate the validity of your FBA Reimbursement claims for the ASINs under review which are listed below:

A. Submit the below documentation to justify your claims for ASINs under review

1. Supply chain documentation, such as invoices or receipts, for the inventory that you have filed FBA Reimbursement claims against. This is required to verify the authenticity of supply chain. This documentation must include:

• Supplier information such as name, phone number, address, or website, Item descriptions (For ease of our review, you may highlight or circle the ASIN(s) under review.)

• Item quantities, you may remove pricing information, but the rest of the document must be visible. You should only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

• Note: Highlighted/circled ASIN(s) or removal of pricing information will not be considered altered.

• If this is an imported item, import or export documents are required. Please disregard if this is not an imported item.

ASINs under review: 此处会列举被他们查到违规索赔的货件

How do I send the required information?

Submit this information to sellercredit-appeals@amazon.com

Has your account been deactivated in error?

If you think your account has been deactivated in error, please provide an explanation informing how your account has not violated the FBA Reimbursement policy.

-- Evidence or examples that demonstrate that your account complies with FBA Reimbursement and Seller Code of Conduct policies (https://sellercentral.amazon.com/gp/help/external/20021313).

Sincerely,

Seller Perfomance Team

Amazon.com

2. 此类申诉不光需要详细的POA（plan of action）还被要求提供发货证明材料，材料一般包括采购这些被调查的产品的发票，发这些货去FBA仓库的凭证，像快递单，提单，交货证明，发货证明等等来证明这些货物是按照后台创建的发货计划（shipping plan），并且证明发过去的，发过去的数量，重量和货物都是正确的。这些资料是用来证明问题没有出现卖家本身的发货环节，确实是平台原因导致的。

3. 之前部分客户无法提供到当时发货的单据因为没有妥善保留，后续通过以下模板自己制作之后请承运商盖章提交通过了（这个提单只适用于走海运的，走快递或者其他途径发货的还是建议大家按照自身实际发货情况和对应承运人能给的真实资料着手：

4. POA部分主要是结合自己账户本身发货的情况和具体进行索赔的情况详细分析之后来写。

5. 有几种特殊的情况是大家经常被整懵的：

A. 因为发现货件入库的时候数量跟自己发货数量对应不上，开case向平台询问状况，平台直接进行索赔，但是过一段时间直接以不正当索赔关闭销售权。

B. 平台自身直接赔偿，卖家没有任何操作，但是过一段时间直接以不正当索赔关闭销售权。

C. 直接以不正当索赔关闭销售权，卖家从未开过case询问状况也没有收到过平台的任何索赔。

***以上这几种情况建议大家从自身真实情况出发力证自己的清白，当然不管从什么角度申诉上面所说的发货证明资料都是需要提供的。

6. 在申诉几轮之后部分卖家可能会收到视频认证邮件通知，要求进行视频认证来证明供应链和自身信息的真实性（the authenticity of your supply chain and your identity），分析这种情况是平台对卖家信用和卖家身份信息的二次验证来判断这个卖家的可信度，因为索赔他们认为涉及到诚信问题。以下是视频认证邮件的通知：

Hello ***,

We received your submission but do not have enough information to reactivate your account at this time. In order to reactivate your account, we need to verify information related to the authenticity of your supply chain and your identity.

How do I demonstrate authenticity?

In order to verify your supply chain and identity information, you need to complete virtual verification over a video call. To reserve a time slot for the interview, please fill out the form below:

https://syd1.qualtrics.com/jfe/form/SV_8C9EeBP4uEakTvn?Q_CHL=gl&Q_DL=TI2t1Kd2r6nnO8N_8C9EeBP4uEakTvn_CGC_RfGdbftqmcX6Ps9

After we receive your response on this form, we will invite you for the interview on one of your preferred time slots on the basis of their availability.

After your verification interview is complete, we will review the results and respond with the outcome within 3 business days.

What happens if I do not sign-up for virtual supply chain and identity verification?

If we do not receive an appointment request through the form above or if you do not successfully complete virtual verification, your account will remain deactivated. After 90 days following this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.com.

We’re here to help

If you have questions about this policy or the information requested above, please contact seller-reactivation@amazon.com

7. 收到这个邮件之后下一步是打开邮件中给到的链接填写信息 勾选自己可以提供的信息等待回复。

8. 大概会在3个工作日收到他们的回复，回复中会告知预约详情时间，视频认证链接和需要提供的资料，大家按照邮件准备好等待验证即可，具体要求信息如下：

视频认证目前只支持英语通话，所以如果感觉自己独立跟认证人员沟通存在困难可以提前请好小帮手，这样会更顺利，心里也更有底。切记信息一定是真实有效的。