因為品牌侵權被投訴產品真實性問題，可以通過什么樣的思維進行申訴？

一、原因分析：

因無法提供真實的品牌授權書，以及發票，所以發票提供的是開具的發票。（備注：發票開具的數量是比過去銷售歷史的總數還要多。比如過去賣了300個，發票可以開具400個的數量，這樣的思路）

發票中的品名（類目+產品名稱+型號+ASIN）：方便亞馬遜團隊快速審核

品牌授權無法提供，將原因歸結為，由于我們的工作人員沒有檢查供應商的授權是否是假的，我們誤將我們的產品誤認為是真正的品牌詞產品。

由于某供應商供應的產品是假的，而我們并不知道產品的真實性，當我們通過買家投訴發現產品是假的以后，已經第一時間刪除了Listing,以及終止了與之前的供應商的合作。

二、行動計劃：

1. 刪除Listing收到客戶的投訴后，我們發現我們的產品（ASIN：）不符合亞馬遜的銷售政策，所以我們在了解情況后立即刪除了被投訴的產品。我們非常認真，謹慎地接受客戶的負面反饋。此外，為了積極承擔責任，我們在帳戶中刪除了類似的產品。現在我們的帳戶中沒有此類產品。

2. 分析所有的退貨，1星 Feedback，以及差評原因，以及針對這些負面反饋的處理意見

我們非常抱歉這次沒有給顧客帶來良好的購物體驗，但我們也非常感謝客戶的監督。在收到客戶的投訴后，我們立即安排員工與客戶聯系，并盡力滿足他們的要求。以下是五位客戶對我們產品的真實性和解決方案的投訴。

(這個部分整理出產品的退貨，以及差評Feedback出現的每一個原因。）

結合目前的售后情況制定的售后服務體系：

我們在售后服務部門增加了以下要求，他們負責及時處理客戶查詢，訂單發布和質量投訴：在我們的產品頁面上保留更新的客戶評論監控器，客戶反饋留在我們的商店并返回某些產品的請求;

附：發送申訴信的渠道以及方式

1.后臺直接回復

2.主動開Case跟進

3..賣家績效回復 郵箱:seller-performance-policy@amazon.com

4.Jeff郵箱 ? ? 郵箱：jeff@amazon.com ( 亞馬遜最后兩封郵件都是來自Jeff團隊的回復）

以上思路僅供大家參考因收到投訴賣假貨賬號被凍結，申訴模板1

Dear Amazon Team,

It has been brought to our attention that our selling account has been suspended due to claims that we have listed inauthentic items.

This is very alarming to us and we immediately investigated the claims. What we determined is that we were actually not selling counterfeit items, but we didn’t have the permission to represent and sell these items as new.

We were able to determine our mistake by researching the Policies and Agreements of Amazon and questioning fellow sellers on Amazon seller forums. We certainly did not intend to infringe upon on the intellectual rights of others. The ASIN listed was an item that we purchased at full retail price.

We only had one of this item and we had no intention of misrepresenting this company. We have realized that we have several other items that violate this policy in our inventory and we need to address this immediately.

Here is our plan of action to avoid future problems

**********************************************

因收到投訴賣假貨賬號被凍結，申訴模板2

Dear Amazon seller support,

Thank you for your concern about our account.

We received a notification today that our selling privilege has been removed cause we sold counterfeit products.

We immediately check the listings.

Firstly we are very sorry about our ignorance, we are new to Amazon selling, we are lacking of the rules and policies when selling on your platform.

Secondly, as the items of Amazon seller performance stated, we did not know this product is with its own brand, to this point we acknowledge it is our fault.

We had removed the listings and promise we won't sell it again on Amazon if we do not get the warrant.

Would you please consider the account seller rating and customers feedback to us? We provided customers both good products and customer service. We never got a claim or negative feedback.