英国亚马逊客服电话24小时(亚马逊客服电话24小时)

日亚站卖家有福了！这几项服务帮你快速提升绩效和业绩

现如今，亚马逊日本站已成为最受当地消费者欢迎的电商网站之一。船长BI获悉，目前在日本上亿的人口中，拥有高购买力的亚马逊Prime会员就已达数百万，并且这个数据还在持续增涨，加上地理位置优势，越来越多中国卖家选择入驻日本站来拓展自己的业务。

然而，虽然流量很大，物流也便宜，但运营过程中，卖家遇到困难并不少。比如语言问题就是第一大障碍， 日本客户很看重客服服务的专业性和时效性，很多卖家在这一点上很难把握好。

因此，就容易导致经常会收到客户的差评、甚至退货。好消息是，最近亚马逊推出了一项新活动，有需求的卖家可以利用起来。

日语客服服务（CSBA）90天免费试用

船长了解到，亚马逊于2018年1月就上线了日语客服服务，但并不是所有日本站卖家都了解和懂得使用该服务。

01 什么是亚马逊日语客服服务（CSBA）

该服务全称为Customer Service by Amazon，主要是为在亚马逊日本站开店的中国卖家提供的客户服务。亚马逊客服团队会代替卖家，用日语为日本客户提供卖家自配送订单相关的客户服务。让你的自配送订单也可以享受如同亚马逊自营商品、亚马逊FBA订单一样的客户服务体验，从而降低交易索赔、退换货率和订单缺陷率，减轻卖家客户服务负担和费用，帮助卖家在日本站的业务快速成长。

02 CSBA的适用范围

该服务仅提供给在亚马逊日本销售的中国卖家。

03 CSBA的优势

升级自配送订单的客户服务体验，提供全店铺订单日语客服支持：

告别沟通障碍，清晰了解客户诉求，有效提升客户的购物体验。

24小时365天提供电话、在线聊天、AI客服助手及邮件支持：

及时处理处理客户需求，提升处理客户问题的专业性和时效性，降低差评或退货率。

提供与自营订单和FBA订单一致的自助服务工具和客服体验：

解决卖家自配送订单易出现各种问题，减轻服务负担，通过自助服务工具和客服体验提升自配送订单服务的客户满意度。

04 CSBA收费标准

现在，对于在亚马逊日本站开店时间小于12个月的中国卖家（以注册开店时间为准），享受自首次注册CSBA服务日起90天的免费试用机会。

另外，确认发货的卖家自配送订单（MFN订单）中的每件商品收取38日元的服务费（不包含FBA发货的订单）。

注：亚马逊FBA订单的客户服务已经包含在服务范围内，不会被收取CSBA服务费。

卖家如果想要使用该服务，可以通过下列步骤开通：

登录卖家后台→设置→账户信息→您的服务→Customer Service By Amazo→注册此服务。

（亚马逊全球助手）

那么CSBA将从哪几方面来提升卖家绩效？

船长获悉，在亚马逊全球开店日本开店页面中有详细的介绍，并且对2018年1月至2019年3月使用CSBA日语客服的卖家绩效做了调查，得到如下数据：

1. 平均交易索赔率（A-to-Z Claim）相比上线前降低42%

2. 平均订单缺陷率（Order defect）相比上线前降低38%

3. 平均客户差评率（Negative feedback）相比上线前降低37%

4. 平均客户退货率(Return rate)相比上线前降低30%

5. 平均买家消息反馈时长，快6倍

6. 平均客户差评率（Negative feedback）相比上线前降低37%

7. 98%的CSBA卖家对CSBA的日语服务以及客户反馈表示非常满意

（图源亚马逊全球助手）

卖家如果在注册上遇到问题，想要获取帮助，可以通过邮件联系CSBA团队。

除了日语客服服务可以享受90天免费试用外，上周亚马逊还将Project Zero打假计划扩展到日本站。

Project Zero服务在日本站上线

据悉，Project Zero服务最早在美国站推出，今年8月份才将服务访问扩展至欧洲站。

长期以来，日本站也一直存在不少假冒产品，很多消费者都想亚马逊报告了此问题。船长BI了解到，上周，亚马逊宣布在日本站启动Project Zero服务。

（图源Project Zero官网）

船长还获悉，目前日本一些品牌已开始使用该服务，松下，虹膜大山，任天堂，索尼互动娱乐，iRobot，川崎重工，宝藏（Takara Tomy），达达里奥（Dadario）等都参与其中，打击假冒产品。

相信很多卖家对于Project Zero的三大功能服务已经都有了解过，自动保护功能和自助仿冒产品移除工具已经向日本站卖家开放，产品序列化功能或于2020年上半年才能使用。

有需求且有预算的日本站卖家可以了解一下，以上这两项服务对于提升你的绩效和业绩都有很大的帮助。

（来源：船长）

以上内容属作者个人观点，不代表雨果网立场！本文经原作者授权转载，转载需经原作者授权同意。

有任何亚马逊问题，请关注微信号【cifnewspayoneer】

亚马逊账号被封？别慌，本篇教您如何申诉

亚马逊账号被封如何申诉？

每年大型节日季，比如黑五、圣诞节前后，“Amazon封号”的问题几乎成了各大卖家最常见也最棘手的问题。当然，亚马逊是不会无缘无故就对卖家进行封号处理，只要不违反平台规则，不触碰亚马逊的底线，账号还是比较安全的。但是，如果遇到在上架产品后，满心期待等待爆单，这时候突然收到官方发来的小红旗，提示Amazon has removed your selling privileges，此时我们应该怎么办呢？很多卖家在一时间慌了手脚迷茫不知所措。

当亚马逊账号暂停销售权限，资金冻结，一般来说有3种方式应对：申诉，仲裁和诉讼。每一种方式应对的问题是不同的，所花费的时间和金钱也是千差万别。

仲 裁：当双方因争议不能达成一致，自愿找一个公认的第三方来裁决。在美国，这个第三方一般就是指美国仲裁协会3A (America Arbitration Association)。亚马逊对卖家的态度是严苛而强硬，可以无理由进行封店，而仲裁，就是拒绝不合理惩罚的一种有效途径。

亚马逊仲裁的基础费用主要包括仲裁受理费和仲裁员费用，大概就是个一千多美金。因为仲裁可以选择电话或者网络形式。仲裁不一定需要请专业律师，但是律师更加熟悉仲裁流程，我们可以委托律师帮忙整理准备仲裁所需材料，在陈诉环节有律师参与胜算也会更高。仲裁的劣势就是成功率低。即使仲裁失败胜诉方的费用也不需要卖家再承担。

诉 讼：诉讼其实就是走法律途径了，双方需要依靠法院判决来解决争议。但是，亚马逊卖家面临的法律诉讼往往没有这么复杂，多数情况依靠庭外和解就能成功解决问题。庭外和解是一个协商博弈的过程，是否能达成和解?和解的赔偿标准是什么?都和卖家的利益息息相关。建议还是委托给专业的律所，让他们去和权利方沟通协商，虽然需要付律所服务费，但是效果肯定要好于自己去联系。

申 诉：是亚马逊卖家面临账号问题的首选，申诉的优势就是快、便宜。理论上来说，亚马逊各种被封的账号都可以尝试通过申诉的方式来解决。但是现实并非如此。有些申诉了N多次，以及那种出现“你的账号已经被永久停用”就要选择其他方式。申诉要交给专业申诉人员操作。就目前中国市场这边，其实有很多的申诉团队，而各自的侧重点又有所不同，有些对操作评论申诉基本上一天就能成功，有些对绩效方面的申诉经验丰富，两天就能成功，另外还有模板申诉、方案申诉、还有一些如侵权、售假等则利用亚马逊漏洞来进行申诉等等。如果申诉失败，还可以通过可信渠道进行特殊方式强取款。您遇到申诉的问题可以联系我们唐诚国际财税帮您做专业的解答，同时，唐诚国际财税也将毫无保留地教您如何成功申诉回账号。

卖家亚马逊账号被封基本上有以下7种情况：

1. 账号失联You have used more than one account to sell on our site.

一些卖家同时拥有并使用多个账户，这是亚马逊在官方网站公布“禁止的卖家行为”中的第一条——“使用多个卖家账户”，亚马逊规定一个身份在一个站点只允许一个账号，保证唯一性。很多卖家即使入行多年，也并没有仔细去阅读亚马逊守则，这样就很容易一不小心就掉入封号陷阱，一旦其中一个账号出现问题则会影响到所有有关联的账号，导致全部封号。比如：一个卖家可以在英、德、意、西、法、日本、美国、加拿大、墨西哥这些站点有账号都有没问题，但同一个国家不能有两个账号。也就是说一套账号可以覆盖到英、德、意、西、法，1号通，然后这套账号资料可以用于申请日本、美国、加拿大、墨西哥等这些站点的账号，一套身份资料可以在全球这些站点和国家都开始销售。

这里提倡完全按照亚马逊规则来注册账号，万一被亚马逊判定为关联了还是有3次申诉的机会。如果3次申诉都以失败告终，或亚马逊没有直接回复卖家，基本上没有机会救活这个账号了。

如果卖家的账号出现关联，还被亚马逊封号，能否申诉看以下3种情况：

a、如果卖家的某个账号因违规被封号，其他账号又和这个违规账号关联，那么卖家申诉解封账号成功的概率很低；

b、要是卖家账号关联，是在新注册账号和旧账号间出现的，那么卖家可以将其中一个账号进行关闭；

c、卖家的账号和消费者账号出现关联，那么卖家申诉成功的可能性较大。

亚马逊卖家在写申诉信时，首先要强调自己只有一个账号，且目前这个账号并没有出现违规情况，各方面的行为表现较好，或者通过一些事实来说明自己是优质卖家，例如自己的产品在消费者人群中很受欢迎，销量也不错等等。

可以试着向亚马逊提出重新核查账号关联的请求，或者请亚马逊告诉自己，账号关联的是什么账号，才会出现自己的账号被封。

卖家可以向亚马逊保证，对亚马逊的政策规则会严格地遵守，在未来提供更好的产品和服务给消费者，提升消费者的购物体验。因此，卖家为了避免遇到亚马逊账号关联问题，在亚马逊注册账号前要确保所有信息的独立性，让亚马逊系统认为这些账号都是不同卖家在独立运营的。在账号关联被封时，可以通过写申诉信给亚马逊，申请解封账号，但是要注意自己的态度和申诉内容的书写，提高申诉成功的可能性。

2. 售卖违禁品Your account has been linked to the listing or sale of restricted products:

亚马逊明令禁止出售的产品不能出现在平台上，限制产品则需要获得亚马逊的批准才能出售。例如出售医疗设备、玩具等，需要获得相关机构批准的文件。

以下是关于在亚马逊上售卖违禁品导致封号的解封申诉信,客户把邮件发给亚马逊团队后，亚马逊在半小时内就解封了其账号。"

(来源于语翼客户的真实案例，经过客户同意后，屏蔽其账号及产品的相关信息进行分享)

(第一步:简单问候，列出涉事ASIN)亲爱的亚马逊，您好，最近我们收到一封来自你们团队的通知，通知中指出我们售卖了亚马逊禁售的商品，以下是相关产品的 ASIN:XXX,XXXXXX,XXX Hello, dear Amazon,

Recently we received a notification from you, which indicates that we have uploaded the listing of "Restricted Products"here are the ASIN codes of these products: ASIN:http://XXXXXXXXX.XXX

(第二步:自我检讨，分析原因，让亚马逊看到我们真诚的态度)

非常抱歉，我们在不了解亚马逊政策的情况下犯了这种低级错误，我们深刻反思后认为我们

犯下这种错误的原因是:

1.作为亚马逊新手卖家，还不太了解亚马逊关于禁售产品的政策，也没有主动去了解政策

2.在上架 listing之前没有查询相关的资料或者咨询亚马逊的专业客服，盲目地将禁售产品投放到市场

We are sorry that we made this stupid mistake without understanding policy of Amazon before uploading the listing, we have rethink this mistake profoundly these days and we found the reasons why we made this mistake:

1. As a new seller on Amazon. we didn't know much about Amazon's restricted products policy and we didn’t learn the important policy proactively.

2. We didn't look up the related information or consult the professional Amazon service team before uploading the products, and we have launched the prohibited products on market blindly.

3. (第三步:知错就改，告诉亚马逊我们已采取的措施)

收到亚马逊的通知后，我们采取了以下措施进行挽救:

1.第一时间通过亚马逊团队的帮助去查找了亚马逊禁售商品的相关信息详细了解亚马逊相关政策人

2.及时删除下架亚马逊的禁售产品

3.停止向亚马逊发送禁售产品的库存的想法，杜绝售卖禁售产品

4. Once we received the notification from Amazon, we took these methods to make up for this mistake:

1.We have searched for "Restricted Products" and"Listing Restrictions"in Seller Help immediately with the help of Amazon team and we have learned the detailed policy of Amazon.

2. We have deleted the listings and products of Amazon's restricted and prohibited products promptly.

3.We stopped the plan of sending FBA inventory to Amazon and put an end to the sale of Amazon's restricted and prohibited products.

(第四步:未来的计划，避免再次犯错，这是申诉邮件中亚马逊最看重的一点)

但是我们的这些举措还不足以确保我们以后在亚马逊上的合规售卖，所以我们向亚马逊承诺我们以后不再售卖禁售产品:

1.在新品开发阶段，我们不仅要了解目标市场的消费习惯，还要了解当地国家的法律和亚马逊的政策，严格遵守法律和政策，避免销售违规违法的禁售产品

2.选择产品时，尽量避免液体，粉末，磁性产品等容易违规的产品，再也不会上架亚马逊

列出的禁售产品，这包括但不限于XXX(导致这次封店的产品)等。

3.在上架产品之前，我们会通过帮助页面查询禁售产品，并及时联系热情，专业，高效的亚马逊相关团队，了解最新的政策以及上架该产品需要的相关认证等，避免犯同样的错误。

4.选择优质的产品供应商，严格检查产品质量，给亚马逊的买家提供更安全更优质的产品，以及更好的服务，增强他们对亚马逊的信心。

But these methods are not enough to maintain compliance of the future selling, so we promise Amazon the following plans that we won't sell Amazon's restricted and prohibited products in the future:

1.When we develop the new product, we not only need to research the consumption habits of the target market, but also need to study the laws of the local countries and Amazon's policy.We will obey the law and policy strictly and avoid selling restricted and prohibited products that violate laws and policy.

2.When we choose a product to sell,we will avoid these products such as liquid, powder,magnetic products and other products that may violate Amazon policy, and we won't upload Amazon's restricted and prohibited products anymore including but not limited to XXXX.

3. Before uploading products, we will search for"Restricted Products"and "Listing Restrictions" in Seller Help and contact enthusiastic, professional and efficient Amazon Seller Support to know the newest policy and the necessary identification of products, which will help us to avoid to make the same mistake.

4.We will choose the best supplier of products and test the product quality strictly, and provide our customers the better quality products and the best customer service to boost their confidence of Amazon.

(第五步:强调这封邮件的目的，提醒亚马逊客服帮助我们解封账号)

真诚地希望您能给我们一次机会并恢复我们的亚马逊账号，我们一定会认真反思这次事件并总结经验，避免售卖禁售商品的情况再次发生，并合法合规的经营我们来之不易的亚马逊账号，给亚马逊买家提供更好的购物体验。

We sincerely hope you can give us a chance and restore our Amazon Sellers Account, we will reflect on this mistake seriously and learn from experience.We will avoid selling restricted and prohibited products again, we will ensure our behaviors and our products comply with all applicable laws and Amazon policies, and we will operate our hard-won Amazon account legally to provide a better shopping experience to every Amazon buyer!

Sincerely,

XXX（店铺名）

3.客户开了 A-Z 和信用卡拒付

Dear Amazon,

We are contacting you regarding our seller account suspension.

I understand that recently our performance has fallen below Amazon's target

After checking our ODR, we find that the main reason that cause A TO Z claims

and charge back is that buyer claim they did not receive the package,while

the tracking number shows it was delivered.High ODR rate is caused by bad

logistic service.

Steps we have taken and will continue to take:

1.we have changed our logistics company,we have found a better efficiency logistics company to offer the better service,we will ensure every customer can receive their package.

2.We will use FBA to fulfill part of our orders.

3.We have and will continue to offer great purchase experience to the customers.

4.We have checked all the products we've been sold,and removed the product

that may have problems, we will continue to do this to offer the best service to

the customer

5.Improving our service level;a.Answer the customer's message within 24 hours.

b.Reply to the buyer’s inquiry as soon as possible.Try our best to meet buyer's needs.c.For negative feedback be patient to contact with the customer figure out a

good solution and keep in touch with the customer.

d.After-sale service,support what we can do to help the customer to remove

doubts about our product.

e.Upgrading our operating level and taking a more professional attitude.

Please let us know what should be done to reinstate our account we are looking forward to hearing from you.

Best regards,

4.ODR 过高，导致自发货权限被取消及移除销售权限

1）Dear Amazon Team,

Thank you for giving us a chance to state our detailed and plans about precise solutions

regarding shipments.We will show you how we resolve this kind of problems in the future. Please investigate us because it is Amazon’s rights.We have a confidence in becoming a good seller when we avoid defects later.

1.Why our account is locked

2.How to correct the problem

(1)We will make a better inventory management to avoid the occurrence of

any short supply.

(2)We will confirm dispatch every day and do our best to decrease the Late

Dispatch Rate,improving our account performance to a large extent.

(3)We will increase the ability to handle emergencies, such as power failure

which can lead to no access to Internet.

(4) We will...

3.How to avoid this problem in the future

(1)...

(2)...

(3)We will inform customers of the latest delivery news so that they can know

about the status of the items they buy.Moreover we will ….

(4)As for the delivered but non-receipt items we will communicate with

customers positively and apologize to them first to acquire their forgiveness. Moreover, we will...

(5)As a new seller who lacks selling experience on Amazon, we will.

(6)We will spend much time on inventory management,..

(7)We will choose FBA as our shipping delivery which can decrease the rate

of complaints to a large extent.We will...

(8)We are ...

4.About our currency metrics

As for our currency metrics, we will obey all Amazon rules and regulations to build a healthy account. We will .….

5.Our information:

Thank you very much to give us a chance to show our detailed plans about how to prevent

complaints and other problems.We will…We are looking forward to your news. We are happy to

provide any other additional information as you request.Furthermore, may you have a good day.

Best Regards

2）Dear Amazon Seller Performance Team.

We understand that recently our performance as a seller on Amazon, com has fallen below both Amazon’s and our own standards of quality.

I believe it is mainly because of our inadequate communication that we have recently seen two A-Z guarantee claims which have resulted in our ODR exceeding the performance target of <1%.

Unfortunately, we changed the Listings Status to be Inactive from 23/01/2014 to 06/02/2014 because of a long vacation, obviously, the two complaints are nightmare during the period without order.

Plan of Action: We are taking the following steps to improve our performance:

1.Review a 11 of products to make sure that the pictures and descriptions are accurately match with our products.

2.Most importantly, we wiII complete the investigation more quickly and proactively (within12 hours) to any problems with customer orders to keep our customers more informed and help prevent A~z guarantee claims as much as possible, then replacement or a full refund will be done within 24 hours

http://3.In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.

5.客户投诉卖假货账号被冻结

如果卖家销售的产品质量差，甚至是假货，亚马逊会冻结你的账户。假货同等于“假冒产品”。这个是亚马逊零容忍的，卖家销售商品之前就应该有心理准备，不要抱侥幸心理。

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

-First we will thoroughly review all Amazon Policies and Agreements

-next we are going to examine every item we have listed and make sure we

have the proper credentials to sell these items as new on Amazon.

-any items that we do not have invoices for will be changed to and sold in used

condition or through other selling channels

-Finally we put measures into place to constantly monitor newly listed inventory by me personally to avoid infringement on others property rights.

Please know that these policy violations were not intentional and we do apologize to any parties that we infringed upon.We have been happily selling on Amazon for nearly 2 years and after some initial start up bumps, we have been able to keep great metrics and provide great products to many happy customers.

I hope you realize that we are sincere in our intentions and hope to be selling on Amazon again soon. Thank you for your consideration.

Best Regards

6.侵权

侵权包括：外观，商标，专利，关键词侵权等，跟卖是最常见的问题。新手卖家一般会选择一款热卖产品跟卖，这就容易造成品牌、商标、关键词、知识专利等方面的侵权。

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 August,11th,2016. Amazon removed our selling privileges

because some of our listings violated related Amazon policies especially infringed intellectual property rights of some rights holders.

First,we apologize...

Second,...

Third,as for the violated brands ********and violated ASINs:*******.

1.Why Amazon removed our selling privileges

(1) Amazon thinks those products are related to brand intellectual property

violation...

(2)Everyone should respect other rights holders legal interests...

2.How we solve the problem and prevent the mistakes happen again

(1)....

(2)....

(3) We apologize to the rights holders and to Amazon with our sincerity on

behalf of our whole company again.

We promise we correct our mistakes. Please trust us and give us a chance.

3.Additional information we need let Amazon know that we are a new company.

(1)....

(2)....

(3)...

(4)...

We have supplied the essential materials ….

Best Regards

7.新账号被封

We are contacting you regarding our seller account suspension.We realize the delays in shipping orders has not complied with Amazon's performance target of less than 4%, nor our target of less than 2%.

We have reviewed our fulfillment procedures and have determined the two

areas that need to be addressed:Shipment Creation and Inventory Availability.

We realize we needed additional support for managing fulfillment for our

Amazon orders. To achieve our goal of more than 98% on-time shipping we have added additional staff to support the sales person in our retail store who handles Amazon fulfillment.This will allow us to have packages prepared and ready to ship more efficiently

To address inventory availability issues we have consolidated our Amazon inventory into one location to speed shipment creation.Having all Amazon inventory at one location will eliminate delays in getting product out by the Expected Ship Date.

Thank you for considering this appeal.

l 以下是邮件的基本结构：

Dear Seller Performance Team

I received a notification from Amazon because I was related to an account that might not be used for sales, so I canceled the store's sales.

您为解决该问题而已采取的措施

I immediately queried my Amazon account information.

First of all, as a new seller of Amazon, we lack understanding of Amazon rules and do not seriously understand Amazon's rules and contraband. Sorry,I deleted all products uploaded by Amazon.

I hope that Amazon can take this into consideration.

您为避免将来出现此问题而采取的步骤

If I resume the sales right, my after-sales plan is as follows:

1: First,I will read and understand Amazon's detailed sales rules and the scope of products sold very carefully.

2: I will carefully check the inventory and the products I sell,whether there are products that do not meet Amazon's requirements.

Once found, it will be deleted immediately and will not be sold again.

3: For any new products sold in the future,if there is any uncertain information,I will consult Amazon immediately and will not blindly sell.

The above is my response to Amazon's cancellation of the sale rights.I hope that Amazon can provide me with the opportunity to change again.We will do our best to sell in the future of Amazon with the most serious attitude.

We will build up our own ERP to manage the running for Amazon selling. To control customer services and shipping services with accurate data.

再次恳请亚马逊给予自己一次机会

Sincerely, we write this. We will try our best to provide our sales on Amazon. We believe Amazon will give this issue serious consideration, and to us, there is hope, a new chance! We will always provide good products and services to customers on Amazon selling.

Looking forward to your reply.

Sincerely,

总结:

我们在申诉的时候，要通过邮件表达出自己的感情流露，毕竟审核邮件的工作人员也是有感情的，如果触犯的错误不是平台严厉禁止的行为，那么真诚、诚恳、有说服力的话语完全能够替你轻松解决店铺被封的问题。针对不同的封号境况，信中开头先明确承认自己的疏失，表达出诚意;然后针对账号的问题，依序以条列重点的方式将改进方法提出;最后在以加强语气强调改进的决心并想要收到回信的迫切。回信记得要投其所好，才能获得预期的回复。

与国内很多平台不同的是，亚马逊是一个极其重视卖家体验感的平台，几乎能够达到用户是上帝的标准。按照大的趋势发展来看，随着互联网的联通和电子商务的蓬勃发展，全球卖家越来越多。疫情更是把亚马逊推上了一个更高的台阶，种种原因导致亚马逊对卖家的要求越来越苛刻，任何一个不当的操作都有可能导致账号被封，进而资金无法得到运转。

因此，既然我们无法改变规则，就只能去适应它。最好的办法不仅是了解并熟知平台准则，注意产品质量和正确的运营策略以及选品策略才是我们卖家朋友长期并稳定发展的运营之道。

亚马逊账号申诉渠道及其他相关链接：

Ø 亚马逊账号侵权投诉

https://www.amazon/report/infringement

Ø 侵权卖家第一次申诉

notice-request-dispute@amazon

Ø RO撤诉或要求RO的联系方式

notice-dispute@amazon

Ø 非侵权申诉

listings-evaluation@amazon

Ø 货不对版申诉

listings-evaluation-nasd@amazon

Ø 卖家绩效申诉

seller-performance@amazon

Ø 禁限售账户申诉

product-compliance-policy@amazon

Ø 非侵权申诉的关键词

Product Detail Page Abuse/Tampering

Incorrect Variations Abuse

Ø 亚马逊VE申请邮件：

vendorexpress@amazon

Ø 审核卖家评级表现：

seller-performance-policy@amazon

Ø 品牌外观专利侵权：

copyright@amazon

Ø 知识产权侵权解决后撤诉

US:notice@amazon

UK:notice@amazon .http://co.uk

FR:notification@amazon .fr

DE:benachrichtigung@amazon .de

IT:notifica@amazon .it

ES:aviso@amazon .es

IN: notice@amazon

MX:notice@amazon .mx

Ø 亚马逊账号冻结后的余额处理：

payments-funds@amazon

Ø 店铺被关闭货款申诉邮箱

US:merchant-reserve-inquiry@amazon

CA:payments-investigate@amazon .ca

UK:payments-investigate@amazon .http://co.uk

FR:investigation-amzpayments@amazon .fr

DE:payments-nachforschungen@amazon .de

IT:payments-investigate@amazon .it

ES:investigacion-pagos@amazon .es

IN:payments-investigate@amazon

MX:payments-funds@amazon .mx

Ø 受恶意攻击或者敲诈邮件：

标题：「feedback abuse report」 + 「卖家店铺名」发送到：investigate@amazon

Ø 产品质量(PQ)问题申诉 (例如产品被下架)

US:seller-performance-policy@amazon

UK:seller-performance-policy@amazon .http://co.uk

FR:politique-performance-vendeur@amazon .fr

DE:verkaeufer-performance-richtlinie@amazon .de

IT:performance-venditore-politiche-di-condotta@amazon .it

ES:politicas-performance-vendedor@amazon .es

IN:seller-performance-policy@amazon

MX:politicas-performance-vendedor@amazon .mx

Ø 亚马逊各站点绩效团队邮箱：

US: seller-performance@amazon

UK: seller-performance@amazon .http://co.uk

FR: performance-vendeur@amazon .fr

DE: verkaeufer-performance@amazon .de

JP: alliance@amazon .http://co.jp

ES: performance-vendedor@amazon .es

IT: performance-venditore@amazon .it

CA: seller-performance@amazon .ca

用登录邮箱使用英语发送，发邮件时态度诚恳、并在末尾再次注明你的登录邮箱，方便对方查询。

l 亚马逊申诉一般多久？亚马逊不回复申诉邮件怎么办

1、等待回复的应该时间不会太长，一般2天之内就会有回复；

2、如果收到的回复是处理方案不完整，那就继续补充完善方案吧；

3、如果亚马逊要求你重新修改行动计划，可能需要3周之后才能得到回复；

4、如超过7天没有回复申诉邮件，可再发一次申诉。

l 写信之后仍然申诉不成功怎么办？

Q1:封号申诉不成功时，如何处理账户资金？

　　跨境卖家面临封号无能为力时，只能关闭店铺。但最关心的是能否提取被封账户的资金。该怎么提取？

　　能否提取封闭账户的资金，需要根据亚马逊对账户的违规行为进行评估。 如果因刷单、侵权、恶意跟卖等严重违规行为，申诉不成功的，资金将难以取回。

　　如果只是账号二审无法通过、listing违规等较为不严重的行为，账户的资金将再90天内转入与您的店铺关联的收款账户中。

美国账户的话，可以创建移除订单把FBA的货物移回到美国境内的指定地点。

具体路径和方法为：

1) “Inventory”-“Manage FBA Inventory”;

2) 勾选需要移除的SKU，上方”Apply to * Selected Item(s):”，下拉菜单中选择”Create removal order”，点击”Go”;

3) 填写美国境内移回商品的地址，和移除商品的数量，点击”Continue

4) 核查无误后，点击”Place order”

Q2:剩余库存产品怎么处理？

　　账号被封后，剩下的产品库存该怎么办？通常的处理方式是寻找海外仓服务，将库存转移到海外仓库，可以退回国内或进行分销、销毁。联系亚马逊付款的邮箱：payments-investigate@amazon ;询问你的产品清单，告诉他需要移除库存，他会给你一个产品清单和移除库存的费用，如果你的账号余额不足的话会给你一个亚马逊的收款账号，你按要求把钱转过去，然后再回邮件告诉他，把地址给他，就给你移除了。

如果库存产品的价值较高的话，可以批发给其他卖家、工厂，也可以选择退回国内，如果库存的货值很低的话，也可以直接销毁。

建议第一次申诉不过可以过来咨询一下唐诚国际财税，不要白白错过机会~~

如果你有什么跨境电商的相关问题，可以关注我们的微信公众号：卓唐诚国际财税，里面有大量的跨境干货，欢迎探讨交流！也可以私信沟通~