【每日一問】亞馬遜賣家被惡意投訴怎么辦？真是躲也躲不掉

亞馬遜prime day大促在即，近日有不少賣家反映，自己店鋪收到惡意投訴致使銷量大跌，估計(jì)又是來自競爭對(duì)手的撕逼。。。
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有人說遇到這種情況要么賠錢，要么死賬號(hào)，要么找律師協(xié)調(diào)，但請(qǐng)律師打官司太耗錢，而且多半意義不大。最有效的方式可能還是和解。
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和解？？老娘實(shí)在咽不下這口氣好么！騷年們，告訴姐，除了和解真的沒其他辦法對(duì)付亞馬遜惡意投訴了嗎？？
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已邀請(qǐng):
挖掘海量數(shù)據(jù)，第一時(shí)間反映跨境電商行業(yè)的熱門風(fēng)向，為跨境客戶提供真實(shí)客觀的市場決策依據(jù)。

一撇一捺

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惡意投訴黑名單：

1、美國伊利洛伊州律師Keith

Keith是GBC律所之外的另一位釣魚律師。

2、佛羅里達(dá)買家Carin Nords

3、GBC 新ID 17-1041

這是著名釣魚律所GBC的一個(gè)新ID 。

波濤里的微笑

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針對(duì) 惡意投訴 理由，賣家需要先檢視!先確認(rèn)自己的店家 沒有違規(guī)

一，F(xiàn)BA 訂單產(chǎn)生破損　→　堅(jiān)持是亞馬遜庫房的問題，也有可能是亞馬遜的物流方造成的損傷。

二，自建ASIN　→　listings 是賣家自建的，包括產(chǎn)品描述和圖片不涉及侵權(quán)，況且在美國注冊過商標(biāo)
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一，針對(duì)商品破損回復(fù) (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. (主動(dòng)表示賣家非常有誠意處理商品問題)

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.

(提出以往商品遺漏處理的真實(shí)范例，以及客戶收到處理后的回復(fù)。)

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

(商品是 FBA ，運(yùn)送過程中的破損為 Amazon物流的責(zé)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.”

(雖然是 Amazon 的責(zé)任，但賣家還是主動(dòng)負(fù)責(zé)，沒有向亞馬遜咎責(zé)。)

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

二，版權(quán)侵權(quán)回復(fù) (Q: As to the Complaint Type : Right’s Owners report)

The listings of ASIN:XXXXX, XXXXX is created by (店鋪名稱), (店鋪名稱) 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.

建議：(強(qiáng)調(diào)商品已在美國注冊商標(biāo))

注冊商標(biāo)需要準(zhǔn)備的材料!

亞馬遜賣家知識(shí)分享 – 防止被跟賣以及申請(qǐng)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.

增加投訴成功率你需要更有力的投訴信!

如何改進(jìn)寫給亞馬遜的投訴信?

信件重點(diǎn)：

*先 確認(rèn) 遭投訴的事項(xiàng)店家 沒有違規(guī)。

*針對(duì)理由逐條回復(fù)。

*舉出過去 類似的投訴案件，找實(shí)際 Order ID 和 ASIN，說明過去實(shí)際的處理方式，以及客戶后續(xù)的回復(fù)。讓亞馬遜可以參考，證明越多越好。

*提出希望亞馬遜解決的方案，如希望恢復(fù)帳號(hào)。
這群人深通亞馬遜的規(guī)則，利用亞馬遜反應(yīng)不及時(shí)，選擇在大促前或者旺季下手，他們懂得亞馬遜賣家的痛點(diǎn)。。。

咩咩他爹

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一般情況下，Amazon會(huì)核實(shí)買家的訂單情況，為了安全起見，會(huì)先關(guān)閉相應(yīng)Listing。這種情況下，即使向亞馬遜申訴，亞馬遜也不會(huì)輕易判定這是競爭對(duì)手的行為。這種情況，只需寫好行動(dòng)計(jì)劃書、提交品牌商標(biāo)證書、供應(yīng)商Invoice一般情況下都是可以恢復(fù)Listing的。但期間損失的銷量、Listing排名、時(shí)間精力，都是競爭對(duì)手想要的結(jié)果。

憨居居

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這篇不是有詳細(xì)介紹http://m.zymfuwuqi.cn/article/27264

七的琴弦

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像那種惡意投訴侵權(quán)的律師很難提防，自己公司的PayPal不知道被封了幾個(gè)了，而且很多平臺(tái)都有這種惡人，各位賣家一定要重視品牌和專利保護(hù)。

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只要你心不虛，就去找客服申訴

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找客服申訴

Shelly-歐美商標(biāo)注冊 - WeChat: 18915922968

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這種情況自己還是要站住腳，像亞馬遜寫投訴信，和投訴者進(jìn)行溝通
請(qǐng)專業(yè)的律師來幫你解決這個(gè)問題。
律師會(huì)站在你的角度，來和投訴者交流并要求其撤訴，根據(jù)你的損失，你有權(quán)利要求對(duì)方因?yàn)槠垓_性質(zhì)的投訴所導(dǎo)致的經(jīng)濟(jì)損失進(jìn)行賠償。
而且，你也應(yīng)該擔(dān)心收到這些投訴而可能帶來的封號(hào)問題！因此要有強(qiáng)有力反駁的證據(jù)。

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