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【火速收藏】亞馬遜平臺遇到這8大原因導致賬戶凍結被封應該怎么辦?

跨境頭條 3年前 (2022) iow
24.1K 0 0








【封店分類】

1、可以申訴:';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>產品不符,ODR

2、難申訴:';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>侵權,產品安全,認證

3、無法申訴:';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>KYC,關聯,VAT


第一種:產品不符合亞馬遜相關規定導致的店鋪被封鎖';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  亞馬遜是十分照顧消費者的消費體驗的,因此一些產品在銷售過程中因一些非人為、非可預知的因素導致消費者收到陳舊、破損的商品也會影響消費者的體驗,導致收到顧客的A-Z和差評;如果不遵守亞馬遜條例,很容易導致消費者投訴。每月只要2-3個正式投訴,店鋪就可能會被封鎖。還有,售后服務的態度和結果也會是亞馬遜考核的標準。

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  一、如何處理產品不符合亞馬遜相關規定導致的封鎖?

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  首先,找出之前的違規行為并解決它們,然后提供未來防復發措施,最后,再給亞馬遜寫申訴郵件。記住亞馬遜通常考察以下幾個方面:

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  負面評價和產品評論

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  客戶提交A-Z Claim

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  賣家和買家溝通過程中,注意處理這些郵件主題(產品損壞、有瑕疵等等)

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  1、找出原因,查看涉事產品被投訴的次數

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  產品是易碎品,經常在運輸過程中損壞

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  使用的包裝材料質量低劣

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  產品通常銷售緩慢,易于在倉儲中折舊,需要修改產品狀態

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  一次性的錯誤

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  2、檢查范圍加大 如果發現有很多問題,與其停止出售某一件產品,也許你更需要換一家供應商。如果使用物流,針對所有退貨建立Removal Order,可降低店鋪被封風險。

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  二、給亞馬遜的申訴郵件要寫什么?

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  在郵件中,首先表明你已經調查了店鋪被封原因,并想出一些方法來確保以后不再違規(比如,上述兩部分)。然后,你要集中講述如何長期提高賣家表現并保證客戶滿意。 你的行動計劃應該包括合理的目標和簡單的解決方案

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  加快包裝和處理流程

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  尋找適合自己產品的包裝材料(比如瓶裝產品使用氣泡包裝)

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  分派更多品管人員

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  定期清理庫存

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  更換供應商

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  三、如何避免產品不符合亞馬遜相關規定?

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  熟悉亞馬遜所有產品分類和狀態的相關條規

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  如果不確定產品是否符合指導方針就別刊登

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  不要把產品狀態標為「New」,然后在產品描述中稱產品長期擺在貨架上會有點顯舊,或其它瑕疵問題

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  下架產品不要立刻重新刊登出售,除非亞馬遜已經解除警告

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  銷毀無法再出售的產品,避免將來再次退貨

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  定期檢查庫存中易損物品狀態

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  將易腐物品與保存期長的產品分開存放

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  向亞馬遜申訴,當收到投訴時檢查剩下的FBA庫存。

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  在進貨前,向供應商要樣品,然后進行測試,以它為參考標準

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  把產品集中放在盒子中,這樣掃瞄器不會遺漏任何配件

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  在發往FBA之前,給易沾灰塵的產品套上塑料袋

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  在產品上標明保存期限,確保消費者購買前了解這點

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  發貨前,反覆檢查產品狀態

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  監控投訴循環周期,挑出這些問題產品

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  使用Seller Central賬號里的「Imperfect Orders」報告

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  查看客戶評價,找出可預防的問題

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  給自己的產品貼上標簽,而不是混合存庫,這樣不必為其他賣家的違規產品負責

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>


第二種:產品與描述的問題導致店鋪被封

  這邊指的是產品和展示的區別較大(雷同于我們經常抱怨買的衣服有色差)導致的投訴,和消費者體驗同樣的道理。當買家在亞馬遜平臺下單時,他們期待的是完美的產品和卓越的服務。所以,當消費者收到的產品跟他們訂購的不一致時,買家很可能發起投訴,次數多了賣家就會受到亞馬遜的警告或店鋪被封。

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  一、找原因

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  國際慣例,先找出什么因素引發警告郵件或店鋪被封。實物與產品頁面描述有任何細微差別,都可能觸碰到亞馬遜的底限。因此,要全面檢查所有可能出問題的地方。

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  (1)先查看:

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  和UPC代碼:了解庫存產品是否跟消費者收到貨物(或退貨)一致

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  產品頁面:對比圖片、標題、副標題、出版社/制造商、顏色等是否與實物有差別

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  產品要點:看物品是否應該放在禮品盒內,并提供有質保書、配件等,檢查產品是否遺失某些元件,是否運轉正常。

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  產品細節和規格:查看重量、尺寸、型號、兼容性等等

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  產品描述:看制造商如何說明產品

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  產品評論:了解產品功能性如何、附件是否齊全、或者是否易用等等

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  (2)檢查此產品的銷售記錄,找找有什么規律。比如消費者是否因相似的原因退過貨?

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  (3)檢查此產品庫存。如果這件產品之前也出過很多問題,考慮把產品下架

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  (4)如果此產品是FBA庫存,向亞馬遜申請,檢查剩下的庫存產品

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  (5)如果是庫存混合存放的產品,你可以要求亞馬遜把產品退回來,而不是直接銷毀。某些情況下,你會發現問題產品根本不是你的庫存產品,比如標簽或包裝與你自己的產品不一樣。

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  二、如何給亞馬遜寫申訴郵件?

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  亞馬遜不僅希望看到賣家調查并解決問題,還希望他們能提出一些長遠的解決方案。所以,做到以上幾點之后,你可以向亞馬遜保證已經清理庫存產品,并準備實施以下措施來避免重蹈覆轍。

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  定期檢查庫存

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  改善listing并加強相關規則

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  安排員工負責復查listing

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  放棄混合庫存,給自己的庫存產品貼上標簽

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  建立一個項目,將大部分問題產品捐贈出去,以顯示沒有重復上架的可能

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  設計并影印傳單放入包裝箱內,清楚標明退貨和退款政策

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  設置內部質量檢驗流程,而不是直接出貨

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  針對問題產品與供應商簽訂協議,降低把它們發給買家的風險

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  安排更多質量檢驗員工,創立問題產品黑名單

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  更換供應商或托運人

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  三、如何避免產品與描述的問題?

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  為了避免以后觸發亞馬遜警告郵件或店鋪被封,可采取以下措施:

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  不要出售任何listing描述與實物不符的產品

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  如果已上架listing與實物并不100%相配,建立一個新的listing

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  如果大多消費者詢問同一個問題,在產品描述中直接標明答案

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  提供清晰的退貨和退款政策,在每一個包裝盒上印上公司

';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>';font-family:宋體;mso-ascii-font-family:calibri;mso-hansi-font-family:calibri;mso-bidi-font-family:'times>';font-family:calibri;mso-fareast-font-family:宋體;mso-bidi-font-family:'times>

  定期查看退貨報告,看有多少件產品「與描述不符」

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【火速收藏】亞馬遜平臺遇到這8大原因導致賬戶凍結被封應該怎么辦?0
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