每日一问申诉恶意投诉亚马逊

【每日一问】亚马逊卖家被恶意投诉怎么办？真是躲也躲不掉

亚马逊prime day大促在即，近日有不少卖家反映，自己店铺收到恶意投诉致使销量大跌，估计又是来自竞争对手的撕逼。。。

有人说遇到这种情况要么赔钱，要么死账号，要么找律师协调，但请律师打官司太耗钱，而且多半意义不大。最有效的方式可能还是和解。

和解？？老娘实在咽不下这口气好么！骚年们，告诉姐，除了和解真的没其他办法对付亚马逊恶意投诉了吗？？

亚马逊亚马逊 A9 亚马逊 vendor express

9 个回复

挖掘海量数据，第一时间反映跨境电商行业的热门风向，为跨境客户提供真实客观的市场决策依据。

一撇一捺

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恶意投诉黑名单：

1、美国伊利洛伊州律师Keith

Keith是GBC律所之外的另一位钓鱼律师。

2、佛罗里达买家Carin Nords

3、GBC 新ID 17-1041

这是著名钓鱼律所GBC的一个新ID 。

波涛里的微笑

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针对恶意投诉理由，卖家需要先检视!先确认自己的店家没有违规

一，FBA 订单产生破损　→　坚持是亚马逊库房的问题，也有可能是亚马逊的物流方造成的损伤。

二，自建ASIN　→　listings 是卖家自建的，包括产品描述和图片不涉及侵权，况且在美国注册过商标

一，针对商品破损回复 (Damaged Item complaints)

In regards to your questions, we’re giving the response as follows.

First, we don’t know which order caused this damaged issue and who give you the complaint, if you can tell, that would be better for us to resolve.

1. If an order is fulfilled by seller, we dispatch every order item with well package. Even though we get to know buyers left a message said his/her ordered items was broken or left an negative feedback about any problems on our Amazon store, we have not hesitate to contact the buyer who have this matter,express our apology and then replace or refund the payment as per the buyers’s request. (主动表示卖家非常有诚意处理商品问题)

Here comes a real example from our customer placed an order from our shop, FBA Order ID：

XXX-XXXXXXX-XXXXXXX;ASIN：XXXXX, customers said that one item part was missing, then we contacted her immediately, we not only sent her the missing part but also an free gift for the apology as promise.

once customers received our package, she left a good feedback like this

“The seller was very helpful in making sure I received a missing part. They were in constant contact with me regarding the status of the piece and they shipped it as promised. Very happy with this purchase and the seller. ”

We’re committed to provide best service and shipping experience to every customers buying from our shop.

(提出以往商品遗漏处理的真实范例，以及客户收到处理后的回复。)

2. If order is fulfilled by Amazon, any damaged shipping is caused by your warehouse center or your partner carrier.

(商品是 FBA ，运送过程中的破损为 Amazon物流的责任。)

For example FBA order：XXX-XXXXXXX-XXXXXXX, the buyer told us”Hi, my packaged arrived today and 1 of the 2 step displays were broken. Can you send another?” then we contacted the buyer and assist him for replacement.

What’s more, the FBA Order ID:XXX-XXXXXXX-XXXXXXX ;ASIN：XXXXX with missing part, it should be your responsibility, however, we re-sent the missing part without bother your Amazon customer team which should be resolved by you, we just want to let you we’re always strive to our service as a reliable seller. In regards to all FBA order, if occur damaged issue, there’s no doubt should be repsonsible by you as you said Message from Amazon: “This item was fulfilled byAmazon, and we take responsibility for this fulfillment experience.”

(虽然是 Amazon 的责任，但卖家还是主动负责，没有向亚马逊咎责。)

I think all these words above are enough to show you our solution about damaged items complaints.

二，版权侵权回复 (Q: As to the Complaint Type : Right’s Owners report)

The listings of ASIN:XXXXX, XXXXX is created by (店铺名称), (店铺名称) is also a US registered trademark protected by US law.Since we don’t have any infringement against the seller, please withdraw the complaint, if you still insist on that, please show us your proof.

建议：(强调商品已在美国注册商标)

注册商标需要准备的材料!

亚马逊卖家知识分享 – 防止被跟卖以及申请品牌

All the proof shows the complaints Amazon sent us that we’re a victim harmed by other sellers on the excuse of different complaints, it’s a behavior of cut – throat competition, hope you investigate this matter.

增加投诉成功率你需要更有力的投诉信!

如何改进写给亚马逊的投诉信?

信件重点：

*先确认遭投诉的事项店家没有违规。

*针对理由逐条回复。

*举出过去类似的投诉案件，找实际 Order ID 和 ASIN，说明过去实际的处理方式，以及客户后续的回复。让亚马逊可以参考，证明越多越好。

*提出希望亚马逊解决的方案，如希望恢复帐号。

城门失火，鱼儿瞎走

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这群人深通亚马逊的规则，利用亚马逊反应不及时，选择在大促前或者旺季下手，他们懂得亚马逊卖家的痛点。。。

咩咩他爹

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一般情况下，Amazon会核实买家的订单情况，为了安全起见，会先关闭相应Listing。这种情况下，即使向亚马逊申诉，亚马逊也不会轻易判定这是竞争对手的行为。这种情况，只需写好行动计划书、提交品牌商标证书、供应商Invoice一般情况下都是可以恢复Listing的。但期间损失的销量、Listing排名、时间精力，都是竞争对手想要的结果。