了解亞馬遜的小伙伴都知道，做亞馬遜，推爆款和做店鋪積累只是初級(jí)第一步，維穩(wěn)和保持店鋪安全長(zhǎng)久才是重中之重，因?yàn)槟阌肋h(yuǎn)不知道，明天和小紅旗哪個(gè)先到來(lái)

本文分享 第三種情況：產(chǎn)品被投訴/系統(tǒng)檢測(cè)到你店鋪 操控評(píng)論，怎么申訴？

今天分享：后臺(tái)郵件被檢測(cè)到操控評(píng)論/或某些客人投訴操控評(píng)論。

首先來(lái)說(shuō)一下這個(gè)坑：

我們?cè)诤笈_(tái)郵件溝通的時(shí)候不能出現(xiàn)任何 退款/重發(fā)后要求客人刪除/修改評(píng)論的詞語(yǔ)，也不能明確要求買(mǎi)家寫(xiě)好評(píng)。否則對(duì)方都可以借此投訴你操控評(píng)論。（當(dāng)然你們是通過(guò)各種私下溝通的就沒(méi)關(guān)系啦~ 前提是沒(méi)法證明那些私下方式跟你這個(gè)賣家賬號(hào)有關(guān)系）

有人說(shuō)，我分兩個(gè)郵件，第一封給他解決問(wèn)題（退款/重發(fā)）， 第二封再要求刪除/修改評(píng)論行不行？ 答案是，不行。結(jié)果同上面是一樣的。原則上你處理好售后問(wèn)題和買(mǎi)家留怎么樣的評(píng)論是不相關(guān)的，仍然不能要求客人去做什么。碰到惡心的買(mǎi)家（或?qū)κ郑€是可以因此投訴你。

當(dāng)然啦，很少碰到這么惡心的買(mǎi)家（但是我就碰到了一次 (┬＿┬)）。

通常，被投訴成功后/被檢測(cè)到刷評(píng)論，你會(huì)先收到一個(gè)小紅旗告訴你店鋪涉嫌操控評(píng)論了。說(shuō)會(huì)在24小時(shí)內(nèi)電話你：電話內(nèi)容是亞馬遜跟你說(shuō)你店鋪被投訴/檢測(cè)到操控評(píng)論了，然后貼心的教你怎么寫(xiě)POA，需要寫(xiě)哪些部分。

兩種情況：

1. 電話后，店鋪立馬先被凍結(jié)了，然后需要你在72小時(shí)內(nèi)寫(xiě)一個(gè)POA。POA寫(xiě)的好，有可能當(dāng)晚就解封了~

2. 電話后，店鋪沒(méi)有被凍結(jié)，但是通知72小時(shí)內(nèi)需寫(xiě)一個(gè)POA，否則會(huì)凍結(jié)店鋪。POA寫(xiě)好提交后，大概72個(gè)工作小時(shí)后通知你審核結(jié)果。

（我是第二種情況，但是聽(tīng)說(shuō)其它同行大多數(shù)是第一種情況，不過(guò)不管是什么情況，都要好好寫(xiě)POA。）

下面開(kāi)始POA正文：

（關(guān)注公眾號(hào)，后臺(tái)發(fā)送 POA3 即可得到本文申訴信模板word文件~）

Dear Amazon team,

We are so sorry that we received your email: Policy Warning about violates the review policy on XXX. We are so sorry for any inconvenience to the customers and the Amazon policy team. After carefully review "Customer Review policy" and "Communication Guidelines", we clear the role and policy for how to communicate with customers correctly. As a seller on Amazon, this is our fault to ask our customers to remove or update their reviews proactively.

(首先承認(rèn)錯(cuò)誤，這種就不要跟亞馬遜爭(zhēng)論了。道歉+自己重新拜讀了亞馬遜賣家政策）

Since we received your email, we have thoroughly checked all emails communicated with our customers.

What reasons cause the issues?（第一部分，找發(fā)生這樣問(wèn)題的原因）

1.We hired a new employee in Mars 2020, and he has contacted some customers who have left negative reviews. He contacted them through Amazon order page because some customers used their real name or ID similar to their name, he can open "manege order" page and filter base on order date and Asin, and find the orders whose customer's name was same as or close to the reviewers' name.（坦白作案過(guò)程）

we didn't carry out a systematic and effective training regarding the Amazon policy for the new employee, he made a mistake and manipulated product reviews, which is prohibited by Amazon policies. We will take responsibility for everything he has done and makes sure he and all the other employees of our company will not violate the Amazon review policy again in the future. （新員工犯的錯(cuò)，但是我們還是全權(quán)負(fù)責(zé)的，不要給人感覺(jué)在甩鍋）

(我們是后臺(tái)出現(xiàn)了實(shí)錘，就是有 刪除修改差評(píng)的 詞匯，所以干脆承認(rèn)錯(cuò)誤，找了一個(gè)解釋，就說(shuō) 新招了個(gè)員工，不了解亞馬遜政策導(dǎo)致的。）

其它涉及到店鋪信息，就不舉例了。總之要好好認(rèn)錯(cuò)，最好多舉幾個(gè)錯(cuò)誤的例子，訂單，ASIN。時(shí)間就以雇傭這個(gè)員工為界限。

以及這個(gè)員工的“作案方式”，是怎么聯(lián)系到買(mǎi)家，聯(lián)系了幾個(gè)，改成功和沒(méi)改成功的。所謂為啥要新員工，這樣你就不用從店鋪誕生開(kāi)始檢查了，從新員工入職時(shí)間點(diǎn)開(kāi)始舉例。。。

The action we have taken to resolve the issue:（第二部分，解決方案）

1. We checked all emails he sent and correct them. （已經(jīng)檢查所有這個(gè)員工發(fā)過(guò)的郵件）

2. We arranged another colleague who knows well Amazon guidelines to handle this problem. （已經(jīng)安排了其它員工跟進(jìn)工作）

3. We have talked with the new employee, let him read Amazon guidelines carefully. And we have an emergency meeting, gave new employee urgent training. （緊急開(kāi)會(huì)培訓(xùn)）

4. We printed a brochure of Amazon guideline for every employee. We set a rule that no matter who makes a similar mistake again, we will fire him or her. （打印了亞馬遜賣家政策了。。。）

5. And also we did not and will not manipulate comments in any other way. （這里要說(shuō)一下，如果你有大量刷單，并且被檢測(cè)到刷單，明確指出你刷單了，亞馬遜是要你提供刷單的名單的。。。因?yàn)槲覜](méi)有刷單，就醬紫了~ 特別說(shuō)一下，如果沒(méi)有刷單的也要在第二部分提一嘴說(shuō)沒(méi)刷單。）

Actions that we will take to ensure a similar situation won't happen again:（第三部分，預(yù)防措施，很重要滴）

1. All new employees will be arranged for retraining, especially Amazon seller rules training. And our company will organize at least one training for policy rules every month for all employees.

2. Print and make a brochure of Amazon guideline for all employees, we will make a highlight of the policy of review.

3. Hold a test about Amazon guideline every month, make sure all employees won't make any mistake against Amazon Policy.

4. XXXXX(嗶------------）

5.For the content of future emails to customers, if there is uncertain information, we will immediately consult Amazon, and will not blindly send emails to customers arbitrarily.

然后總結(jié)一下自己的措施，承諾一下未來(lái)不會(huì)再犯，奉承一下亞馬遜團(tuán)隊(duì)：

Above all, we will always focus on the customer experience and improve the quality of the product. We sincerely apologize for the inconvenience caused to the Amazon team and related customers. We will seriously train our new colleagues and strive to improve everyone's ability. Let everyone fully understand Amazon's policies. No longer make similar mistakes. If you are not satisfied with the above steps we took to prevent similar issues going forward, please give us your suggestions. We will try our best to make up for our deficiencies.

請(qǐng)注意不要完全跟模板一樣，盡量換句子+根據(jù)自己店鋪情況修改。

（來(lái)源：K哥聊出海）

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