亚马逊产品被投诉二手品充新申诉 used sold as new

框架：

1. 列明亚马逊店铺资料信息，方便亚马逊客服定位店铺信息

2. 描述自己申诉的是亚马逊账户因S单被关掉问题，便于审核人员直接定位问题

3. 阐述这个产品为什么会被投诉二手品充新，一般是说质检的时候有划痕；运输途中有摩擦

4. 解决问题，接受客户退货；对退货不再重新打包二次销售；第三方仓库核实退货产品情况；要求供应商改良包装

5. 解决措施。

提供产品技术信息给客户，让客户更了解产品

高质量质检

改良包装

送入FBA前多检查产品

提高售前售后服务质量

Tips: 给出的模板是套路，是思路，是框架，请大家自行发挥，如果直接照抄，可能会导致账号关联，俺拒绝负责，周知！！！

正文：

Dear Amazon Seller Performance Team,

This is an Amazon seller of xxxxx in the US.

Seller Name：xxxxxx

Merchant Token：xxxxxx

Tele：xxxxxx

Date: xxxxxx

Issue: would like to appeal the removal of my listing due to “Used Sold as New” product condition complaint.

ASIN: xxxxxxx

MSKU: xxxxxxx

Title: xxxxxxx

Root cause the complaint:

a. We have communicated with our suppliers deeply to make sure all the products are in good condition. In order to ensure the quality of our products, our QC staff will select 30% of the products in each batch for quality inspection. Our products have a smooth surface and are very easy to leave traces. Thereby some traces were left on products inadvertently, which caused our clients to misconceive as well.

b. During the long-distance transportation of our products, Accessories are shaken out of the card slot，the product itself and accessories may cause some friction, so customers think that there are traces of use

The actions we have taken to resolve the issue(s)

A. We offer immediate returns or exchanges to customers experiencing this type of problem, and remove the returned product from our inventory.

B. We Will disabled repackage unsellable customer returns on repackaging settings on Seller Central to avoid customers received used items as sold new from FBA inventory, all buyer’s return will never be resold any more, even though the return’s reasons are nothing to do with our products quality but the customer preference. We believe this measure might eradicate the used products issues.

C. We have notified the cooperated third-party overseas warehouse to collect returns for this ASIN. Our own internal staffs will keep an eye on the product condition of these returns , some are still with original package and in perfect working condition, we will list them again. As for the broke products, we ourselves will make an analysis of them and seek out the root reasons so that we can take the specific steps to improve them thoroughly.

D. We put strict requirements on the packaging part of the supplier，After the production of each product is completed; it must ensure that there are no fingerprints or dirt on the product; After the engineer is required to complete the product quality inspection, the product must be cleaned and completely packaged.

To avoid the same question later, we will take below action:

1. We will pay highest attention to supplier production. We are improving product technology based on customers' feedback to ensure better product quality.

2. Our company's quality inspection department will formulate more strict AQL(Acceptable Quality Level).

3. We will upgrade our packaging steps to ensure all products are packaged much more solidly.

4. We will be more strict in checking product quality before sending them to FBA inventory

5. We are sparing no efforts in pre-sale and after-sales customer service to reduce return rates and improve customer shopping experience

Since we started selling products on Amazon, we have never sold second-hand products as new products. Therefore, we believe that the above reason may be that the customer received the product with traces or the accessories in the packaging are scattered, which caused them to misunderstand us. We have always wanted to be a good Amazon seller and are constantly working on it. After we received the notification, we will check more strictly for all the products and package.

We respectfully hope that Amazon consider our efforts and help us correct this error.

Best regards

xxxxxx

（来源：跨境知识汇）

以上内容属作者个人观点，不代表雨果跨境立场！本文经原作者授权转载，转载需经原作者授权同意。​