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每到旺季，跨境電商都面臨著配送緩慢、銷售跟進、被封殺、買家的各種詢問或投訴等問題。

在此情況下，賣方應如何處理與平臺、消費者及其他賣方之間的糾紛?此時，賣家知道如何發送正確恰當的電子郵件，是一項非常重要的解決糾紛的技巧!

以下是一個整理出的各種場景的郵件模板，供賣家參考，具體內容根據自己的具體情況進行調整，希望對賣家朋友有所幫助!內容比較完整，請耐心檢查，手工收藏!

警告信郵件模板

1. 自有品牌——A

(授權或注冊品牌名稱)

2. 另一方(賣方)的品牌名稱——B

(你要投訴的物品或品牌名稱)

Dear “ B ”,

It has come to our attention that “ B ” is using the " A " trademark without license or prior written authorization from " A ".

" A " holds federal trademark registrations in the United States. So “ B ” listings violate " A " trademark and intellectual property rights. You are also in breach of Amazon’s Participation Agreement.

Therefore, we demand that you immediately remove all listings on Amazon.com in which “ B ”utilizes our trademarks and images protected by copyright.

“ B ” currently has at least one listing on Amazon.com for products that utilize“ A’s” trademarks and/or copyrights without authorization. See the following ASIN: B001234567 (寫自己的 ASIN)

" A " is the only entity authorized to provide authorization to sell its products on Amazon.com. Your listing constitutes a violation of " A's " trademark rights, copyrights, and Amazon’s Participation Agreement.

“ B ” 's infringing listings must be removed immediately to prevent damage to " A " brand and lost sales.

While " A " has many options available under this state. But we would prefer to resolve this matter amicably. Please confirm to us in writing within 24 hours, that you have:

(1) Removed all of " A’s " trademarks and copyright material from your Amazon.com listings and any other website or public display you operate;

(2) Removed all of " A’s " listings of products it claims to be associated with " A’s ", including but not limited to the ASINs listed above

Failure to take action within 24 hours will force us to report this serious violation to the Amazon seller performance team. This is licensed products to Amazon.com as well, Amazon seller performance team will take such violations very seriously, possibly resulting in removal of your selling privileges on Amazon.com.

Thank you for your attention to this matter. Please contact us if you have any questions.

Legal on behalf of " A "

投訴郵件模板

文摘:

新賬戶已被凍結

非法出售

ODR性能很差，帳戶被凍結

禁售侵犯版權

產品圖片與實物不符所有收到的A-Z

新賬戶已被封

Hello,

We reviewed your account and determined that you may no longer sell on Amazon. com. Your listings have been removed from our site.This decision was partly made due to our inabilit to

Verify information provided for or related to your seller account. This information inchudes but is not lmited to selling history and listing.

Please ship any open orders. If you have any funds in your account, they will be available after any amounts paid for A-to-z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer. You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-funds@amazon.com.

If you believe this decision was made in error and would like to appeal this decision,click the Appeal button next to this messageon the Performance Notifications page in Seller Central(http://sellercentral amazon .com/gp/customer -experience/perf-notifications.html)

Sincerely,

Seller Performance Team

Amazon.com

違法售賣

Hello,

We are receiving your account, Funds will not be transferred to you during the review but will stay in your account.

You can view your account balance, estimated payment schedule and reserved amount

On the Payments page in the Reports section of seller centarl (http://sellercentral amazon .com/gp/paymentsaccount/settlement.summary.html)

Please continue to ship your orders and only list items that you can ship by the expected ship date.

You can help by sending us more information about your business. when you are ready send us your plan, please submit your plan of action by following this link(http://sellercentral.amazoncom/cu/contact-us).

To leam more about account reviews, search for Velocity Limits and Account Reviews in Seller Central Help.

We will send you an email when our review is complete.

ODR表現差，賬號被凍結

Dear Amazon Seller Performance Team,

We understand that recently our performance as a seller on Amazon.com has fallen below both Amazon's and our own standards of quality.

I believe it is mainly because of our inadequate communication that we have recently seen two A-z guarantee claims which have resulted in our ODR exceeding the performance target of <1%.

Unfortunately, we changed the Listings Status to be Inactive from 23/01/2014 to 06/02/2014 because of a long vacation, obviously,the two complaints are nightmare during the period without order.

Plan of Action: We are taking the following steps to improve our performance:

1. Review all of products to make sure that the pictures and descriptions are accurately match with our products.

2. Most importantly, we will complete the investigation more quickly and proactively(within12 hours) to any problems with customer orders to keep our customers moreinformed and help prevent A-z guarantee claims as much as possible, then replacement or a full refund will be done within 24 hours

3. In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality.

新店上listing時因圖片侵權被禁售

Dear Seller Performance Team,

Thank you for your notification on the policy violation on the......, we would like to sincerely apologize for the terrible mistake we made.

We are a small company in China focusing on foreign trade and selling on Amazon US has been one of our ultimate dreams.

We did a lot of preparation in order to launch our store in Amazon and worked with the Amazon sales manager Mr. .... on a lot of details including the can do's and can'ts. He informed us beforehand that image and character violation is a very serious issue in Amazon and we have taken that very very seriously.

However, one of our sales staff ,who is new to the company,(我們有位職員是新來的)accidentally put this product onto the list because we would like to start our sales with 50 skus ( We had 49 skus ready at that time.) He uploaded the product without everyone's else's knowledge and I would in person would like to apologize again for my carelessness in staff management.

Here are the things our company has done to prevent such issue from happening again.

1. We just organized a training again on the can's and can't the sales manager Henry sent us,especially emphasizing on the policy violation including image violation of products and wording violation on product and checked all the product that we have already listed.

2. We deleted all the products that we think that could potentially violate the policies.

3. We have setup rules in the company that all of our inventory must be carefully reviewed and would not violate any Amazon policies before adding to our inventory and listing on Amazon.

I would like to apologize for a third time for my carelessness in management ，and please do let us know what else can we do to reinstate our account and we will do everything we can to meet the target.

Looking forward to hearing from you.

your name

產品圖片與實物不符

客服未及時解決問題收到A-Z

Dear Amazon Seller Performance Team,

We understand that recently our performance as a seller on Amazon.com has fallen below both Amazon's and our own standards of quality.

I believe it is mainly because of our inadequate communication(溝通不足) that we have recently seen two A-z guarantee claims which have resulted in our ODR exceeding the performance target of <1%.

Unfortunately, we changed the Listings Status to be Inactive from 23/01/2014 to 06/02/2014 because of a long vacation, obviously,the two complaints are nightmare during the period without order.

Plan of Action: We are taking the following steps to improve our performance:

1. Review all of products to make sure that the pictures and deions are accurately match with our products.

2. Most importantly, we will complete the investigation more quickly and proactively(within12 hours) to any problems with customer orders to keep our customers more informed and help prevent A-z guarantee claims as much as possible, then replacement or a full refund will be done within 24 hours，

3. In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

差評跟進郵件模板

摘要：

進度一 · 進度二

進度一

Dear————,

How are you recently? Hope you and your family are good.

We found your review for (產品).We are really sorry for the inconvenience it caused

To express our apologize, we provide few suggestion following by:

1. We will arrange a suitable replacement for you for free

2. We will provide a claim code for you.

3. Or refund all

Which one do you prefer?

Looking forward to your reply soon.

Best regards,

進度二

Dear————

Hope you have a great time.

I am writing to concern whether you have receive the replacement.

If you still have any question with your order, please contact with us.

We would try our best to solve it.

If you are satisfied with our services, could you do me a big favor to upgrade the r eivew?

The following link:

It is really important for me.

We will really appreciate for it.

Sincerely,

買家退/換貨郵件模板

摘要：

客戶因訂購的商品大小不合適導致退貨

亞馬遜客戶退貨的詢問原因

買家要求退貨，賣家回信(自發貨)

產品發貨后，客戶提出要換貨的回信

客戶因訂購的商品大小不合適導致退貨

Dear——

Thanks so much for your great support on 店鋪名.

So sorry for the inconvenience that the swimming suit(產品名) did not fit you.

Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?

Just suggestion, if you insist on returning it back, we will go to the further step.

Waiting for your reply.

Best Regards

亞馬遜客戶退貨的詢問原因

Dear ---

Thank you so much for your great support on us.

So sorry for the inconvenience it caused.

Could I know the reason why you return the item?

Are there any issues of our product?

If yes, could you sent the photo of the issues thus we can help you better and submit to QC.

Waiting for your reply.

Best regards

買家要求退貨，賣家回信(自發貨)

Dear----

Thank you for contacting us regarding your inquiry.

We found your return request. Could I know the reason why you want to refund?

Are there any issues of our product?

If yes, could you sent the photo of the issues thus we can help you better and submit to QC.

Will it be possible to give new one as a compensation?

Or how about we make you a partial refund as a way to make up for this?

Looking forward to your reply soon.

Best regards

產品發貨后，客戶提出要換貨的回信

Dear ___,

Thanks for contact with us.

Sorry to tell you that the item have been dispatched, and we can't change it for you now .

We knew you receive it and it is not suitable for you.

To express our apologize, we provide few suggestion following by:

1. We will arrange a suitable replacement for you for free

2. We can refund full price for you.

Which one do you prefer?

Sorry for all inconvenience it led to.

Looking forward to your reply.

Sincerely,

回復買家詢問物流情況郵件模板

Dear ___,

Thanks for your message. Hope you are great.

Sorry for disturbing you, we tracked your shipping. The package is now on the way to your place(it is now reaching your local post office).

International shipping information may not update so prompt, usually it takes around 7-15 days for shipping. Could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.

Your understanding will be highly appreciated.

Best regards

其他售后郵件模板

摘要：

亞馬遜賣家發貨到達時間

先填單,漏發貨后向客人解釋

客戶詢問貨物的tracking number的回信

邀請顧客成為老客戶群郵件

買家不知道如何使用產品的回信

給買家補發自發貨售后件的通知

客戶訂購多個產品，賣家發郵件確認產品訂單

賣家發錯地址

亞馬遜賣家發貨到達時間

Dear ___,

Thank you so much for your great support on us.

Usually it takes about 7-12 days for the item to reach you.

Any question, feel free to contact us and we will reach you at the soonest.

Best regards

先填單,漏發貨后向客人解釋

Dear ___,

Thank you so much for your great support and sorry for keeping you waiting.

We checked the tracking information found there is no update information as you said.

We will contact the post office to find out the problem.

We wonder would you still want the item, if yes, inform us the size and we will resend you asap.

If not, we will make you the full refund.

Waiting for your reply.

Any inconvenience hope your kind understanding.

Best regards

客戶詢問貨物的tracking number的回信

Dear————,

Thank you for contacting us regarding your inquiry.

Orders are shipped within two days after they are placed. Usually, we are able to ship orders the next day. Weekend orders are shipped on the following Monday. Please allow 3-7 business days after shipment for delivery. You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.

Your patience and understanding are greatly appreciated. If you have any other questions or concerns, feel free to contact us.

Best regards

邀請顧客成為老客戶群郵件

Dear_______,

Thanks for your kindly support for 店鋪名.

To express our grateful, we want to invite you join in our “VIP team(自己取名)”

Our VIP team member(自己取名)can experience our new product in advance and enjoy discount .

Just contact us with order ID by contacting our email on attachment.(把郵箱放在附件上)

We are waiting for your email.

Have a good time.

Best regards,

買家不知道如何使用產品的回信

Dear————,

Thank you for contacting us regarding your inquiry.

We are really grateful with your question Thus we can realize our shortage of product listing.

We will update our listing to perfect our product information.

There is the latest instruction of our product .Please check the attachment for your reference.

If you still have any question, please be free to contact with us.

We will do our best to help you ASAP.

Best regards,

給買家補發自發貨售后件的通知

Dear————,

Hope you are fine and doing well.

We have already arrange the replacement to you for your reference.

(產品具體參數)

The tracking number is _______________, please click the attachment to get more detail .

It will take 7-10 day to arrive your city because of the long distance.

Thanks for your kindly understanding and support.

If you still have any question, please be free to contact with us.

We will do our best to help you ASAP.

Best regards,

客戶訂購多個產品

賣家發郵件確認產品訂單

Dear ——，

Thank you so much for your great support on us.

We have received your order of “XXXXXX”.

We will work on your order asap, we just want to confirm the amount of the compass, did you order 10(數量) pcs?

產品參數——————————————————

If nothing is wrong, we will ship them asap.

Best Regards

Seller’s name

賣家發錯地址

Dear____，

Thank you so much for your great support on us.

What a big mistake we made!

Sorry, but will you still want the items? If yes, we will resend you immediately and make you a partial refund , if not, we will make you the full refund.

Waiting for your reply and hope your kind understanding.

Best Regards

Seller’s name