接著前一篇說，學(xué)員的賬號(hào)因?yàn)楸幌到y(tǒng)識(shí)別為操縱評(píng)價(jià)而受限了，相信最近有不少賣家都遭遇到類似的情況。遭遇銷售權(quán)限被移除，賣家必然是需要去申訴的，可是，申訴了賬號(hào)就能解限嗎？亞馬遜客服會(huì)接受你的一番客套話的模板郵件嗎？怎么樣的申訴才最有可能讓賬號(hào)解限呢？這一系列的問題，我們借著下面的申訴郵件，為大家做一個(gè)簡(jiǎn)單的剖析。

賬號(hào)被移除銷售權(quán)限的通知郵件：

Hello,

We understand that you have used multiple accounts to manipulate Amazon customer reviews. Sellers are not allowed to manipulate ratings, feedback, or customer reviews. Because you are manipulating product reviews, you currently may not sell on Amazon.com 

Funds will not be transferred to you but will stay in your account while we work with you to address this issue. If you have any open orders, please ship them.

Violations of our policies may also violate state and federal laws, including the Federal Trade Commission Act. Amazon strives to maintain customer trust and provide the best possible shopping experience. As a result, we will investigate when we learn that sellers, vendors, or others have attempted to manipulate reviews.

To learn more about this policy, search for "Prohibited Seller Activities and Actions" in Seller Central Help.

To appeal, please reply to this message with the following information:

-- A detailed description with dates of all methods you used to post or obtain customer reviews that are prohibited by Amazon policies, or otherwise manipulate reviews.

-- Contact information (name, email address, website, etc.) for any third parties you engaged to manipulate reviews or obtain prohibited reviews.

-- Identifying information for any customer accounts you or a third party used to post prohibited reviews.

-- Documentation (e.g., emails and receipts) from any such third party confirming you used their service.

-- List of any prohibited reviews remaining on the Amazon site.

-- Description of steps you have taken to prevent product review manipulation within your organization and how this will prevent future violations.

Once we receive your plan, we will review it and decide whether you may sell on Amazon.com again. If you do not send an acceptable plan within 17 days, we may cancel your listings and hold any funds in your account for about 90 days, but funds could be held longer.

For help creating your plan, search for "Appeal the restriction or removal of selling privileges" in Seller Central Help.

We look forward to hearing from you.

Sincerely,

Seller Performance Team

針對(duì)類似上面的通知郵件，賣家要進(jìn)行申訴時(shí)，首先應(yīng)該忘掉的是找模板。很多賣家遭遇一點(diǎn)情況都寄托于“有沒有模板”，殊不知無論模板寫得再怎么完美，都會(huì)缺少一種真實(shí)的情感成本在，而申訴中，真情實(shí)感才能夠引著亞馬遜客服考慮你的立場(chǎng)和態(tài)度，考慮是否給你機(jī)會(huì)，可以這么說，真情實(shí)感是無形之中的重要加分籌碼。所以，申訴郵件一定要忘掉模板這回事。

其次，申訴郵件在問題的回應(yīng)上一定要輕重分明，對(duì)于已經(jīng)發(fā)生的問題，可以簡(jiǎn)單的一筆帶過，而對(duì)于將要采取的整改措施，則一定要濃墨重彩盡量詳細(xì)。

很多賣家習(xí)慣性的按照通知郵件中的內(nèi)容把舉例的每個(gè)問題都逐個(gè)剖析講解，A問題是因?yàn)槭裁词裁丛蛟斐傻?，B問題是因?yàn)槭裁词裁丛蛟斐傻?，C問題......如此這般舉例下來，且不說讀你申訴郵件的客服是否會(huì)真的認(rèn)真去看你的詳解，直觀上來說，對(duì)方首先看到的是一大堆的問題。如此多的問題，憑什么給你解限？

所以，在申訴郵件開頭對(duì)問題的陳述部分，盡量簡(jiǎn)短。

“我們收到亞馬遜的通知說因?yàn)閄X問題移除了我們的銷售權(quán)限，對(duì)于這種情況我們感到非常遺憾。經(jīng)過深刻認(rèn)真的反思，我們意識(shí)到自己的錯(cuò)誤，針對(duì)當(dāng)前所發(fā)生的這些情況，我們將在隨后的運(yùn)營(yíng)中采取如下措施：”

上述這樣的申訴開通，簡(jiǎn)單明了的把問題概括帶過，把客服的思維引到你將要采取的“措施”上。

對(duì)于下一步的措施，賣家要能夠在郵件中充分利用“三”的原則，用三條計(jì)劃來表述自己的整個(gè)改善計(jì)劃（POA, Plan of Action），三點(diǎn)計(jì)劃可以從導(dǎo)致問題發(fā)生的直接原因開始，針對(duì)直接原因給出方案，接著，針對(duì)潛在問題給出預(yù)防措施，最后，給出將在隨后的運(yùn)營(yíng)中努力追求的方案，如此下來，三點(diǎn)方案層層遞進(jìn)，才可以更大程度上說服客服接受你的行動(dòng)方案。

三點(diǎn)方案之外，申訴郵件的最后，不要忘了做保證，發(fā)自內(nèi)心的保證同樣可以給客服傳遞一種值得信賴的態(tài)度，從而最大可能的獲得客服的支持，一旦客服認(rèn)可你的改善方案和態(tài)度，賬號(hào)解開的幾率就大大提升了。