在眾多跨境電商平臺中，亞馬遜是規(guī)則最多，門檻最高的一個平臺了，動不動就因為A-Z過多、ODR過高、侵權(quán)等五花八門的原因被移除銷售權(quán)限。

賣家們無一不小心翼翼，如履薄冰，生怕哪天不小心踩了哪個雷區(qū)。

曾聽過一個段子說，沒經(jīng)歷過賬號被封的亞馬遜人都成為不了大賣。因此身為一個亞馬遜人，你的電腦里總得備著幾套賬號申訴的模板，以便萬一哪天需要時可以立即派上用場。

亞馬遜賣家如何處理申訴？

1. 收到投訴郵件

收到郵件后不需慌亂， 認真仔細看好郵件中提到的每一個關(guān)鍵：

1. ASIN號 2.投訴原因 3.投訴方郵箱 4. 官方意見

大多數(shù)情況下， 官方給的意見都是 Please work directly with the rights owner to resolve this matter， 讓我們自行聯(lián)系投訴方解決這件投訴案件。

2. 分析自己是否存在侵權(quán)

首先，不要因為對方說侵權(quán)了， 就認為自己必定是侵權(quán)了， 如今的商場如戰(zhàn)場， 有許多的惡意競爭對手會惡意投訴！

自己得有一個分析， 重新審視一下自己的產(chǎn)品， 自己的Listing是否有侵權(quán)行為。

若投訴郵件中已有侵權(quán)原因， 例如， 已告知侵犯了對方的商標權(quán)， 對方上商標名是XXX， 對方商標注冊號是XXXX， 則可以直接進入商標局官網(wǎng)進行查詢核對是否真實存在此商標， 對方注冊商標類別是否符合被投訴的產(chǎn)品類別， 如對方用一個25類（服裝類）商標投訴你賣的電子產(chǎn)品， 那是不成立的， 商標是有分類保護的。如對方用中國商標投訴你在亞馬遜美國站的銷售，那也是不成立的，商標是地域性保護的。

如果侵權(quán)通知的郵件中明確指出是版權(quán)或外觀專利、發(fā)明專利侵權(quán)時，可以通過聯(lián)系人的郵箱后綴找到投訴方的公司信息，然后再去查詢該公司名下的版權(quán)和專利情況。然后再開始寫郵件給投訴方。

聯(lián)系郵件模板如下：

Dear Sirs,

I am XXXX, Amazon seller of the ASIN: XXXXXXXXXX. We are informed that this product infringes your design patent (copyright/ invention patent).

First of all, I apologize if we infringed your right . When we received the infringement notice, we immediately remove the listing and we will not sell the product of your design. And we sincerely hope to solve this in an amicable way. Now our store have been blocked by Amazon because we infringes your design patent. We hope you can understand that we do not know this product has a design patent. If we know, we would not do that. And now Amazon will not unblock our store until you remove the complain. We are a seller of good faith, and we hope you can remove your complaint later. We promise we carefully check all our products before selling, and won’t make the same mistake again.

We are waiting for your soon reply.

Sincerely,

XXXXXX (署名)

On behalf of XXXX(店鋪名)

聯(lián)系后， 對方若不予以回應(yīng)， 那就多聯(lián)系幾次， 每天聯(lián)系一次， 并保留聯(lián)系郵件證據(jù)， 表明我們是積極主動并十分誠懇地處理此案件的態(tài)度。

如果多次聯(lián)系后仍然無果， 那么便可以帶著已多次聯(lián)系投訴方無果的郵件證據(jù)， 再次向Amazon發(fā)送郵件，表明我們根據(jù)分析，并無侵權(quán)行為， 并且在多次聯(lián)系投訴方后，對方不予以回應(yīng)， 我們是十分尊重知識產(chǎn)權(quán)的， 我們有自己的商標與專利， 我們的商標號是：XXXX，我們的專利號是：XXXX， 如果我們侵權(quán)了，我們會十分主動積極地去處理， 但是若我們并無侵權(quán)，我們也不接受不合理的處罰。

聯(lián)系郵件模板如下：

Dear Amazon seller support team,

We got a infringement notice on xxxxxx(日期), the ASIN: xxxxxxxxx, and we have contacted the holder immediately, but several days passed, we have sent e-mails to the complainant for many times, but no reply from them.

For the ASIN: xxxxxxxx, we sold under our own brand: XXXX (REG. NO. XXXXXXX), besides, we are sure that the pictures of the listing are ours. If the complainant has a design or invention patent, we hope you can tell us the detail information about that. We fully respect all the property intellectual rights, but now no one is sure that we have infringed the complainant’s IP right and our listing was removed and the store was blocked because of such a unreasonable complain. It is so unfair for us. Here we sincerely hope Amazon can contact the complainant and require them to reply our e-mail, or let them provide their intellectual property right information. And if the complainant did not offer any active intellectual property right proof, we hope Amazon can unblock our store.

Look forward to your reply soon.

Sincerely,

XXX (署名)

On behalf of XXXX(店鋪名)

在確認侵權(quán)原由后，且判斷我們是真實存在侵權(quán)行為，那么我們要開始重新審視自己所有的Listing是否還存在類似侵權(quán)可能性， 把存在侵權(quán)可能性的Listing都進行下架處理后，再寫郵件給亞馬遜進行申訴，申訴態(tài)度需要誠懇，表明自己是個菜鳥，并且下不為例，不會再犯以及后續(xù)的改善方案等等。

申訴郵件模板如下：

Dear Amazon,

Thank you very much for giving me a chance to appeal the removal of our Amazon selling privileges .Please see our following information.

Our selling privileges has been removed by Amazon on XXXXX(日期), for some of our listings violated related Amazon policies,especially infringed intellectual property rights.

First we apologize for our wrong behaviour. We will carefully read related Amazon policies before we build new listings, and we will not sell any products that infringe other intellectual property right.

We are new seller on Amazon, but we hope we can have chance to provide selling service on Amazon, we will do our best to be a good faith seller.

We hope Amazon can give me a chance again. If there’s any other information you need, please feel free to contact us.

Look forward to your reply soon.

Sincerely,

XXX (署名)

On behalf of XXXX(店鋪名)

若并不存在侵權(quán)行為， 那么我們便要據(jù)理力爭了， 通過分析對方的投訴郵件，投訴原因， 分析我們并不侵權(quán)的證據(jù)，并提交給Amazon官方，態(tài)度可以強硬一點，但是不要過多的專業(yè)術(shù)語，Amazon畢竟不是專業(yè)的知識產(chǎn)權(quán)審判機構(gòu)，過多的專業(yè)術(shù)語會讓Amazon無法理解， 并且讓你繼續(xù)和投訴方聯(lián)系。

申訴郵件模板如下：

Dear Amazon seller support team,

We got a infringement notice on xxxxxx(日期), the ASIN: xxxxxxxxx, and we have contacted the holder immediately, but several days passed, we have sent e-mails to the complainant for many times, but no reply from them. Seen the attachments, proof of our contacting records with the complainant.

For the ASIN: xxxxxxxx, we sold under our own brand: XXXX (REG. NO. XXXXXXX). Besides, we are sure that the pictures of the listing are ours. Furthermore, we have design patent as well, its design patent number is xxxxxxx. And we attach our trademark and design patent certificates.

We trust ourselves did not infringe any one’s IP right, and the complain is unreasonable, we hope Amazon can recover our Amazon selling privileges immediately.

If there’s any other information you need, please feel free to contact us.

Look forward to your reply soon.

Sincerely,

XXX (署名)

On behalf of XXXX(店鋪名)

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特別聲明：以上文章內(nèi)容僅代表作者本人觀點，不代表ESG跨境電商觀點或立場。如有關(guān)于作品內(nèi)容、版權(quán)或其它問題請于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。