▍商标专利侵权

很多卖家在亚马逊平台看到某些产品销量很好，于是自己也从1688上面进货销售，根本没有考虑到侵权问题，就像去年的指尖猴子、包含各种影视动漫头像的产品，等账号被封才知道侵权了，如果遇到这种问题，申诉流程如下：

1.第一时间下架侵权产品，并检测整个店铺是否有类似产品全部下架。

2.联系邮件中给出的投诉者，承认错误无心之失，言辞恳求，告知已经下架产品承诺不再销售他们品牌的产品并抄送给亚马逊官方邮箱。

3.申诉信包括以下内容:

① 进货发票和其他有效证明

② 提供供应商的联系信息管网等证明有正规的进货渠道

③ 说明第一时间删除产品并保证不在销售

④ 组建专人团队负责核查产品信息:外观/品牌/工厂资质等

⑤ 保证不会再犯同样的问题

参考模板：

Dear sir/madam,

Thanks for your patience about our issue. We extremely apologize for the inconvenience to you.

We got to recognize that we made a mistake and may infringe the intellectual property rights of others. When we received your email about this issue we have created remove order of our FBA stock to prevent the similar complaint. Now we have send an email to amazonsupport@XXX.com at May 15, 2018 plead them to withdraw the complaint and we have to make a commitment to them: we will never sell this products again in the future and to our behavior made the most sincere words of apology, and we also Cc the email to Amazon, but we haven’t received any responded up until now. We will keep our eyes on this issue and I hope that we can find an amicable solution to this issue through the consultation process.

We take the following measures after we got your email:

1.Since we got the Warning Notice of Intellectual Property Rights Infringement about our ASIN: 侵权的ASIN码 may infringe the intellectual property rights of others, we have remove all the inventory stop selling at first time, now we have deleted this listing now and we no longer sell it again.

2. We have contact the rights owner for retracting the complaints and made the most sincere words of apology, but we haven’t received any responded up until now, we will closely watch the reply.

About this issue, we have taken the following steps to help us to resolve the issue and prevent similar complaints.

1.We have checked all the listing detail from title, image, description and bullet point to ensure have no information in misunderstanding. And we are firmly deleting all the listings that could show any signs of conflicts with intellectual property rights.

2. We have establish the professional handling team to take care of listing 100% match on description, images, bullet points, & search terms, etc. Never make more mistakes of the Product Design or Brand.

3. We have organized our own research department to make sure we can sell our own products with our own design & model instead of purchasing from our supplier, to prevent any possible infringement problems on Trademarks & Packages & Design.

4. All of the email or complaint answered and resolve under 24 hours. Provide a good after-sales service.

Hope you can give me a chance again. If there’s any other information you need, please feel free to contact us.

Yours sincerely,店铺名 Appeal Service

▍账号绩效指标

账号绩效指标是最容易被卖家忽略的一点，主要是这两个原因导致封号：① 订单缺陷率(ODR)，ODR如果超过1%，就被认为太高了，卖家需警惕，A-to-Z索赔对ODR的影响非常大，即使撤销也会有影响；② 订单取消率和延迟装运率，订单取消率和延迟装运率导致关闭店铺，表明卖家在产品库存和配送流程方面存在问题。

向亚马逊提交申述之前，尝试解决亚马逊在封号通知邮件中提到的那些不符指标问题，然后找出一些长期的解决方法。

1、解决订单缺陷率（ODR）问题

• 尝试与买家或亚马逊移除负面反馈。

• 请供应商及时配送替换产品，以避免A-Z和负面反馈。

下面是一些长期的解决方案，可以在申述邮件中提及：

• 根据客户的抱怨和评论，提供更好的包装、更严格的质量把控、提高配送速度、如有必要更换供应商。

• 设置专门人员负责检查产品状态、配送流程等等。

• 多关注客户反馈（可采用相关软件）

• 采用一个更安全的绩效追踪系统，在达到亚马逊限额之前予以提醒。

2、处理订单取消率和延迟装运率问题

• 提高总销量，以降低订单取消和延迟发货率

• 更换供应商或改变商业模式，如果无法按现有模式运营

• 如果几天之内无法处理订单，确保将网站状态改为假期模式

• 雇佣更多包装员、产品处理员和发货员

• 使用更多响应式库存处理软件

• 采取一些措施，帮助监控员更有效地追踪这些指标

申诉信需要注意下面几点：

① 尽可能地具体详细说明原因，切中问题要点。

② 用数据和时间线来表述每件事，引用导致封帐号的相关政策，借此来证明你已经理解政策并开始着手去遵循它。

③ 把你的解决方案一项项的罗列清晰、有理有据。

▍操纵评论

操纵评论就是大家常说的刷单，这是近期卖家账号被封最主要的原因，在申诉的过程中千万不要直接说没有做过这样的事情，因为Amazon已经掌握了你的违规证据，你要针对亚马逊邮件里面提及的问题，提供逻辑清晰的解决方案。

申诉信的要点：

① 承认错误：选择了通过免费提供客户产品来获取Review的测评行为。

② 表明自己通过第三方测评机构完成所有购买评价，没有直接对接购买人，测评人全权由第三方联系，所以提供不了购买者的相关信息。(如果提供了购买者信息，对方必然被亚马逊追责，自己也会被牵连)

③ 不要罗列所有刷单的单号，只说明其中的一小部分就好了，同时为了避免亚马逊撤回申诉，提供了国外的测评网站的地址链接。

④ 长远改正措施，比如：通过早期评论人计划，通过FBA提高配送时效，通过提高产品质量增强客户满意度，让他们主动留评。