第二集POA的入口---> 亚马逊店铺申诉（二）：产品被人投诉危险品怎么申诉
了解亚马逊的小伙伴都知道，做亚马逊，推爆款和做店铺积累只是初级第一步，维稳和保持店铺安全长久才是重中之重，因为你永远不知道，明天和小红旗哪个先到来~~~~ORZ
做亚马逊多年，收到过不少小红旗。产品被恶意投诉啦，店铺被投诉操控评论啦~ 还有产品退货率太高被亚马逊小红旗下架啦~每次碰到都心累。都得申诉。写的申诉信很多了，借此分享给大家。好了，废话不多说。（申诉信又叫 POA，Plan of Action）
本文分享 第一种情况： 产品退货率太高，收到小红旗警告信被下架不可售，怎么申诉？
这种是最常见的小红旗了， 尤其是刚上架的新品，新店铺，然后卖不少，退货率高。
收到这种小红旗，别慌。 先把收到小红旗的产品的 退货报告下载了，review，尤其是差评全部看一遍，客诉都统计一下。 然后归纳一下退货原因。客诉都有哪些。
按照亚马逊申诉的模板要求分三个内容写：（没错，写POA要有格式啊）
首先不管错没错，先为带来这样的麻烦表示抱歉一下。表示诚恳。再说明一下写这封信的原由。
然后开始正文 第一部分：
What reasons cause the issues?
产生这样问题的原因是什么：（所以要整理这个产品的客诉）、
列出几点，例如：
描述不符 的 很多，你就说调整修改listing上文案描述。可能是哪几句错误的描述导致的客人误解。
产品坏货：这个情况就太多了。每种产品问题都不一样。这里假设如果是FBM坏货太多，可以说物流包装没包装好，以后会加强产品包装并且使用FBA物流（说以后会使用FBA物流，会很好的~懂吧？）
如果是本来就是FBA物流的货，就要看退货报表具体问题了。如果是收到货就坏货，也是可以提一下物流损坏，就说包装没包装好。如果是使用后坏货的。你自己找理由了。。这个真是帮不了你~ 你也可以留言，让大家帮你想想理由。（具体看客诉，总之归纳问题，及解释出现问题的可能原因）
产品尺寸，颜色等不符：调整修改listing（如果是这个原因就太好了，解释会修改优化listing）
说明书不详细导致的使用方法错误：重做详细版说明书，会提供电子版说明书等
其它，根据自己收集回来的客诉问题，进行归纳总结，表示自己确实有非常认真的对待这个问题。并且已经进行了自我检查整理。
正文第二部分：
The action we have taken to resolve the issue:
我们为了解决这些问题采取了哪些措施：
根据上面整理出的问题，去列出自己采取的解决措施：
比如 已经修改了listing相关描述，图片，加强了哪部分让客人看清楚（改了哪些要写具体，不要泛泛而谈）。
比如加强了出货质检，加强了包装。(这里要强调一下具体措施，不要泛泛而谈， 比如直接说我们加强了质检，这样是没说服力的。要写：我们重设了质监部门，多增加了2道质检程序等具体的操作。
总之这部分的要点是不要泛泛而谈，一定要说具体措施。
正文第三部分：
Actions that we will take to ensure a similar situation won't happen again:
为了避免未来发生同样的问题，我们做了什么措施。 （这部分很重要的）
亚马逊很在乎你未来会不会重复犯错。所以这部分要好好写。
由于产品退货率这个原因每种产品退货原因都不一样，理由太多，这里只能是针对大部分可能产生的问题举例：
1. 承诺会继续提高产品质量
2. 增加了质检环节，提高出品
3. 尽量全部使用FBA物流，提高了包装，减少路途上的损坏率（用FBA物流，懂吧？）
4. listing上描述客观真实详细明了，不让客人误解，（改图改五点改描述）
5. 说明书改版，详细。提供电子版说明书。
6. 24/7 小时客服服务，让客人有问题能及时联系到我们
最后在邮件的最后一段重申一下自己以后会更好的怎么做，顺带奉承一下亚马逊，再谦虚的说一下，如果以上措施您都不满意，可以给我们提建议，我们一定照做巴拉巴拉：
Our aim is to provide the customers with a high-quality shopping experience. Our commission is to improving the quality of our products all the time. All of the products have been repeatedly checked by our quality supervision departments. Check more times, make sure the products are qualified before shipment, so the customers can receive the satisfactory products.
Above all, we will focus on the customer experience and improve the product quality continuously. If you are not satisfied with the above improvements we have, please provide us your valuable suggestions. We will try our best to make up for our own deficiencies.
下面是我申诉成功写的邮件，内容摘掉了相关产品的。这个是退货率太高的。当时写的时候是把分析的原因和解决方案杂糅到一起写了。因为数据不是很多。 不过因为每个人产品退货原因不一样，希望各自根据自己具体的退货原因去具体问题具体分析：
大家跟我情况一样的话，也可以把第二部分 归总的原因1+解决方案1，原因2+解决方案2 等，这种模式去写。
-----我是-------模板---------的----------分割线---------
邮件模板一：
Dear Amazon team,
We are so sorry to find that our listing of（ASIN）which is fulfilled by Amazon team has been off the shelf because of the high product return rate on 22th July.
We have check all the listings and product packaging carefully. And we also check the FBA customers returns in 90 days:
4 returns : product is not the same as the description
6 returns: defective
3 returns: customers do not want the product
Therefore, here are some solutions to solve these problems above:
4 customers say ‘the description does not match the actual usage.’
The description on the detail page xxxxxxxxx
Actually, this is xxxxxxx
Our solution:
1.We modified the description on the details page and delete the words or phrases related to xxxxx in order not to confuse or misunderstand consumers.
2. We will place the characteristics and instructions of the product in a noticeable position, upload some detail images and try our best to describe the products as accurate as possible.
6 consumers say the product doesn’t work.
We are committed to improving the quality of our products. All of the products have been repeatedly checked by our quality supervision departments. Maybe there are some defective items cause by transportation leading to the guests will receive the damaged product sometimes .
Our solution:
1. We will continue to improve the product quality and the package quality. Increase the compression resistance of the package to protect the product.
2. Check more times, make sure the products are qualified before shipment, so the customers can receive the satisfactory products.
3.We will choose a better logistics carriers to ensure the safe transport of products.
4.We will always choose FBA for our delivery.
3 customers say ‘Unwanted item’ ‘Did not like it’
Maybe some customers have a high expectation for this product. Or after they bought it, they changed their minds.
Our solution:
We takes photos by using the real product, try our best to restore the essence of the product to make the descriptions closest to the real.
其它
Above all, we will focus on the customer experience and improve the product quality continuously.
Thank you for your service.
Best regards,
XXX team
邮件模板二：
Dear Amazon Seller Support,
We are so sorry for any inconvenience to the customer and Amazon team. Also so sorry to find that the offer of ASIN:XXXXX, which is fulfilled by Amazon, currently suspended because of high rate of negative customer experience.
According to the comments provided by the customer, we have taken action to avoid this happening again:
1. Customer Comments| XXXXXXXXXX
XXXXXX(针对上面问题为什么产生的解释）
Our solution:
xxxxx（针对问题的解决方案）
2. Customer Comments| Do not know how to use
XXXXXXXXX(针对上面问题为什么产生的解释）
Our solution:
We will add more images and information about how to use on the detail page and given a more detailed use method in the manual. Sending the more detail pdf version of the manual to the customer if they need.
其它涉及到该产品详情，不展示了。。。
2) We also have 24-hour customer service. The customers can consult the product information at any time. We will communicate with the customers patiently and sincerely and try our best to serve them.
Our aim is to provide the customers with a high-quality shopping experience. Our commission is to improving the quality of our products all the time. All of the products have been repeatedly checked by our quality supervision departments. Check more times, make sure the products are qualified before shipment, so the customers can receive the satisfactory products.
Above all, we will focus on the customer experience and improve the product quality continuously. If you are not satisfied with the above improvements we have, please provide us your valuable suggestions. We will try our best to make up for our own deficiencies.
Thank you for your service.
Best regards,
XXX Team
--------我是----------啰嗦的---------划分线------
最后我再啰嗦一句： 退货率高的产品申诉次数太多了就无效了。也就是如果你的产品始终 长~~期 维持高退货率， 那你邮件写的天花乱坠也没用。最终还是要解决这个退货率高的问题的。
1. 解决本身确实存在的问题，真正减少脱货率。
2. 提高售后服务，降低退货到FBA的概率。
3. 多卖些，冲销量，把分母拉大拉高。
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以上是我的个人见解。 如果你有更好的想法和建议，以及有啥问题，可以在评论区提出。
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我是六斗米：一起来学习跨境电商呀！掉头发的那种~
