【模板】关于listing因安全问题被移除后的申诉

蒹葭 · 发表于 2017-2-27 18:43:17

关于listing被移除后该怎么解决，我之前在论坛发表过相关的求助。当时得到过很多创蓝好友的帮助，非常感谢。Listing申诉回来后，有很多朋友加我Q问要申诉模板。好吧，申诉模板。我该怎么说呢，这肯定不是模板，但是也许能给需要的朋友带去一些小小的灵感也说不定。所以，我便就此做下分享咯。话不多说，步入正题。请看下文。。。欢迎大家补充、完善、评论哟！

Email from Amazon
Hello,

We have removed your listing because ofa buyer complaint about the safety of an itemthey received from you. Your listing will remain inactive until we can work with you to resolve the concern.

To maintain a trusted marketplace for buyers and sellers, we take immediate action when we identify a buyer complaint regarding the condition and authenticity of products.

What you can do
If you believe this was in error and would like your listing reinstated, emailpq-policy-safety@amazon.comand let us know. When you respond, include the following:

·What is the issue that caused the complaint.
·Steps you have taken to resolve the issue and ensure similar complaints won’t happen again.·Any additional details you would like us to know.
Email for Reply

Dear Seller Performance Team,

Thanks for your letter and letting us know the problem of our listing.

We understand safety is quite important for chargers. Referring to the Safety Incident complaint of ASIN xxxxxx, here's the related information for your review.

1. At first, I have to say that, we did not know the specific information about the complaint because customer did not contact us for a solution, but we can understand.

So we checked all the reviews of this listing carefully, and by analyzing the data we found the possibility of the complaint - the charger gets hot while charging.

2. As we all known, the light-up items does get hot while in use, like the bulb, lamp or night light in our daily life, they get hot as well.

3. And it's quite common that charger gets hot during charging but the temperature does differ under different charging conditions.

For example, summer days, we use the charger in an air-conditioned room, the indoor temperature is 28 degree, then when use this charger to charge devices, the charger's temperature will be 28-35 degree. And if we use the charger in a room without air-condition, the indoor temperature is 38 degree, then no doubt the charger's temperature goes higher, maybe 38-50 degree.

4. Besides, in order to solve the possible customer concerns, we added 4 Tips in the product description, details as below:

TIPS截图，类似温馨提示的内容

To resolve this issue and avoid the similar complaints in the future, we'll ask the supplier to do the Aging Testing at least 24 hours to assure the quality.

And we ourselves will require our QC dept. to do more strict and careful inspection before shipment. And we'll put paper card with tips inside the packaging also.

We pay high attention to customer's feedbackon our products. We'll do everything we can to make customer rest assured!

At last, I attached some screenshot images of customer review for this charger here.

Review好评截图，挑对客户实际生活带来便利的有利评论

Thanks,

XXXXXX

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