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Common types of appeals that trigger:
1: Fake orders
2: Fake
3: Infringement
4: Safety
Complaint steps:
1: Check the problem yourself? (Review/Feedback/Open a case to ask customer service/ask the investment manager/third-party agency)
2: Weigh whether it can be saved? (Related/prohibited goods/KYC/serious infringement + counterfeit complaints from big-name sellers/three-no products with quality problems and safety hazards)
3: How to rescue? (Do you rescue by yourself or ask for help from a professional team? What is the budget?)
The composition of POA = the appeal strategy
1: The reason why the incident happened (saving the listing means putting the blame on the customer; saving the account means admitting the mistake)
2: How do you solve this problem immediately (seller negotiation/mediation - (from description to pictures and after-sales) reminder obligations are in place)
3: Future preventive measures (improvement plans)
Fake orders - 1: Manipulating reviews 2: Abusing reviews
1: Request for review
2: Change negative reviews
3. FB review
4: Third-party review manipulation (VP/direct review)
Ideas:
1: Confession: Admit that the act of fake orders is wrong/blame it on the reviewer/blame it on the third-party fake order platform/another slave wants to murder me/I am young and ignorant, we are all researching products and don’t understand operations
2: Explain how to solve these fake order behaviors (delete reviews and prevent artificial review requests in the future)
3: How to avoid manipulating reviews and obtain reviews correctly in the future
(US site: professional reviewer function) / in-depth study of Amazon operating regulations / continuous optimization of products, improvement of after-sales experience. etc.) All kinds of clichés, you know.
Counterfeit/Infringement
Fakes :
1: Follow the sale (will ask for an invoice: and will not accept invoices issued later)
2: Complaints of selling second-hand goods as new ones
Infringement:
1: Trademark (acknowledge the mistake/delete the characters or words containing the trademark, promise not to use it again, modify the post content and pictures)
2: Copyright: (Calligraphy and painting: Get a copyright authorization letter)
3: Appearance (the most difficult, 1 in 10 to 2 in 10 chance)
4: Use of patents
Idea: Appearance infringement:
1: Contact the complainant to see if they are willing to withdraw the case (whether or not, you can also explain that you have negotiated with the other party and explained the differences)
2: Find more than 6 differences: pictures and text/additional production environment to show the company's strength (there is a difference between me and the coquettish bitches outside)
3: POA measures: modify pictures, descriptions, etc. to highlight differentiation
4: Upgrade products, highlight differentiation, register your own appearance patent protection, etc.
Safety
Listing ban or account ban
1) Listing ban to save the listing
2) If the account is banned, sacrifice the listing to save the account
Idea: Listing is prohibited from selling
1: What is the problem (list all the problems that customers are complaining about, and be careful with your wording)
Speculation on the causes of these problems (as detailed as possible): I will do my utmost to prove that our product quality is amazing and that it was caused by improper use by customers)
2: What measures were taken at the time (contacting the customer, refunding, re-shipping, the customer is God)
3: Product certification/product sales data, performance since launch, return and exchange ratio - pictures and texts to show the high quality of the product (you can add product safety inspection operation pictures, test pictures, survival flow charts, if you don’t have them, you can find pictures on Baidu)
4: Improvement and optimization: improve product quality to avoid safety hazards, strengthen quality inspection process, optimize pictures, improve descriptions, add product usage guides: further improve the instruction manual, in short, you can mention everything good you can think of! )
5: Finally, I want to say something against my will: Amazon is very perceptive and understands the greater good. They have given us a chance out of compassion: we must cherish it~~
If the account is banned, the listing will be sacrificed to save the account
Idea: Sacrifice the listing to protect the account
1: What is the problem (list all the problems that customers complain about and the products that have problems. Be careful with your wording)
Speculate on the reasons for these problems (as detailed as possible): admit product quality, admit mistakes, suppliers cheated, product selection team made mistakes, etc.)
2: What measures were taken immediately (delete the problematic ASIN/return all inventory, refund all customers who complained, return the goods, apologize, and ensure that customers have no worries after the sale.)
3: Looking at the entire account, from the delivery ratio, return and exchange ratio, customer satisfaction, etc., it shows that we abide by and support the regulations of the Amazon platform, and we also meet the standards) ps: It's all because of a bad apple that spoils the whole barrel
4: Change suppliers, strictly review products, complete certification requirements, ensure quality without worries, secondary quality inspection, all FBA, ensure customers have a good experience, all customer returns are destroyed, ensure that customers receive only new products) whatever AM says is happy!
5: Improvement and optimization: improve product quality to avoid safety hazards, strengthen quality inspection process, optimize pictures, improve descriptions, add product usage guides: further improve the instruction manual, in short, you can mention everything good you can think of! )
6: Finally, I want to say something against my will: Amazon is very perceptive and understands the greater good. They have given us a chance out of compassion. We must cherish it. Please let us go. Our entire team relies on this account to survive.
How to Appeal?
(1)The format for your plan of action should be: A) What went wrong (explain) B) What we have done to fix the problems (explain) C) What we have done to prevent the problems from happening again in the future (explain that what you did in "B" will keep the problems from recurring)
2) What to include
Make sure that you address any and all issues Amazon had with your account. Make sure that your plan solves the problems they mention.
3) What not to include
This is even more important than #2. Don't include a bunch of extraneous verbiage. Don't address problems that Amazon did not bring up. Stick to the facts -- here's what went wrong regarding what Amazon is asking about, here's how we have fixed the problems, and here's how we will keep those problems from recurring in the future. |
