一：分析產(chǎn)品被投訴下架的原因
1：貨源有問(wèn)題。 在簽訂合同之前，賣家應(yīng)仔細(xì)確認(rèn)產(chǎn)品是否值得訂購(gòu)，廠家也必須是可以信賴的，但如果廠家的其他產(chǎn)品有問(wèn)題，消費(fèi)者就不信任該廠家生產(chǎn)的其他產(chǎn)品。 因此，即使賣家購(gòu)買的這些商品沒有任何問(wèn)題，消費(fèi)者也會(huì)懷疑。
2：產(chǎn)品質(zhì)量問(wèn)題。 通常，消費(fèi)者會(huì)經(jīng)過(guò)自己的使用體驗(yàn)來(lái)確認(rèn)產(chǎn)品的質(zhì)量。 例如無(wú)損傷、無(wú)噪音、無(wú)污漬等。 但是，一些購(gòu)物達(dá)人經(jīng)常詢問(wèn)產(chǎn)品的生產(chǎn)流程和產(chǎn)品的生產(chǎn)資質(zhì)。 如果賣家事先不知道廠家，那消費(fèi)者會(huì)認(rèn)為賣家隱瞞了產(chǎn)品質(zhì)量，向平臺(tái)投訴。
3：包裝問(wèn)題。 由于產(chǎn)品更新?lián)Q代了，包裝也更換了，但lisitng的產(chǎn)品圖沒有更換，消費(fèi)者收到的產(chǎn)品和產(chǎn)品的包裝可能與listing不一致，或者包裝破損，被拆解過(guò)。
4：物流的原因。 因?yàn)榘l(fā)貨時(shí)物流人員沒有仔細(xì)檢查，導(dǎo)致發(fā)出的包裹有問(wèn)題或發(fā)錯(cuò)地址。 例如，包裹上缺少應(yīng)該有的標(biāo)簽，包裹破損，使用的快遞包裝袋沒有清除舊標(biāo)簽等。
5：Listing頁(yè)面的信息錯(cuò)誤。 除了照片和實(shí)物不一致的問(wèn)題外，還有尺寸標(biāo)注錯(cuò)誤、色差嚴(yán)重、描述不準(zhǔn)確、產(chǎn)品功能夸大等。
6：設(shè)計(jì)缺陷。 設(shè)計(jì)的產(chǎn)品的形狀和功能給消費(fèi)者帶來(lái)了麻煩。

二：將會(huì)采取的解決辦法
逐一列舉解決投訴問(wèn)題的方法，并在表格中逐一列舉應(yīng)對(duì)投訴的解決方案。 寫得很詳細(xì)，但需要注意的是寫得詳細(xì)并不等同于寫廢話。 例如列舉投訴、差評(píng)數(shù)前后的對(duì)比就很容易說(shuō)服亞馬遜。
最好設(shè)計(jì)一個(gè)解決方案，從設(shè)計(jì)、制造、運(yùn)輸、配送、員工培訓(xùn)等方面說(shuō)明解決問(wèn)題的方法。

三：未來(lái)將會(huì)預(yù)防的方法
這部分主要是寫計(jì)劃，但不能夸大其詞。 從實(shí)際出發(fā)，如果是設(shè)計(jì)方面的問(wèn)題，附上設(shè)計(jì)圖說(shuō)明改進(jìn)點(diǎn)，如果是貨源問(wèn)題，如果能更換貨源，就更換貨源，如果不能更換，就和供應(yīng)商協(xié)商調(diào)整，在POA上附上討論過(guò)程的截圖，如果是物流方面的問(wèn)題，就附上新打包產(chǎn)品的照片，如果是員工方面的問(wèn)題的話，可以附上員工正在接受培訓(xùn)的照片。
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產(chǎn)品質(zhì)量問(wèn)題申訴信模板，你可以參考參考
?Dear Amazon,

We have received the email stating that the store has been removed Amazon selling privileges. We are very sorry that our mistake caused this problem. After receiving the warning, we took measures immediately, including checked all the products in the store, and deleted ASIN and other products that may have quality problems mentioned in the email. We have contacted the buyer to apologize and will make reasonable compensation if necessary.

We found that the causes of this problem are:

A material used by the supplier (the specific material depends on the actual situation of your product) is easy to be damaged, resulting in the possible rupture of the product during transportation.
Due to our negligence, we didn't check the products very carefully during the inspection.
We didn't contact the buyer in time to understand the after-sales situation.

What we will do next and what we will stick to in the future:

1：Replace a trusted supplier and use strong materials.
2：Reinforce the packaging. If necessary, we will use FBA logistics.
3：Adding quality control and inspection in goods procurement to minimize product quality risk.
4：Strengthen the after-sales service of products, timely follow up orders and improve service quality.
5：We guarantee that we will not sell these products in the future, and all products in the store will be upload after passing the quality audit.

Sincerely,

XXX