亚马逊：产品被顾客投诉二手产品的申诉模板

仅供参考千万不要照抄，不然迟早害人

Subject: Plan of Action and Apology Regarding Product Packaging Issue (ASIN: [Your ASIN])

Dear Amazon Team,

Thank you very much for giving us the opportunity to explain and address the issue.

After thoroughly reviewing the buyer’s return reason and carefully checking all customer emails received over the past six months, we also randomly inspected several units of product A to examine all components in detail. As a result, we have identified the root cause of the problem: packaging issues.

Background and Root Cause:

Since we know that customers who purchase A often need B as well, we wanted to offer a convenient bundle. However, since A and B are typically wholesaled separately in the market, we manually opened the packaging of A to include B along with simple instructions for the buyers’ convenience. Unfortunately, when resealing the packaging, we did not do it professionally, which left traces that may appear as if the item was used. However, these were brand new products, only opened by us to add the additional item (B). Please refer to the attached picture for clarification.

We fully understand that such packaging may mislead customers into thinking they received a used item, and we take full responsibility for this misunderstanding.

Corrective and Preventive Action Plan:

.Packaging Improvement:

Starting from the next batch of shipments, we will no longer open the original packaging. Instead, we will work directly with our supplier to include B in the sealed package, or use brand new, Amazon-compliant poly bags for all products. This will ensure no package appears tampered with.

.Review of Amazon Packaging Policies:

We have carefully re-reviewed Amazon’s policies regarding poly bags, including requirements for suffocation warning labels and packaging standards. Moving forward, we will strictly comply with all Amazon packaging requirements to avoid such issues.

.Comprehensive Listing and Product Review:

We are conducting a full review of all listings in our account to ensure that every product meets Amazon’s policies. Any issues found will be corrected immediately.

Additionally, we will respond to all customer complaints or product issues within 24 hours, ensuring customers’ rights are fully respected.

.Internal Policy and Staff Training:

We have set up strict internal policies to ensure:

All products are properly packed and compliant before shipping.

Regular review of Amazon’s updated policies to ensure ongoing compliance.

Organizing training sessions for all staff, so they fully understand and follow Amazon’s policies.

Immediate communication with Amazon Seller Support for any uncertain issues to avoid violations.

Conclusion:

We deeply appreciate Amazon for pointing out this issue and giving us the opportunity to correct it. We sincerely apologize for our oversight and are fully committed to improving our processes.

Amazon is an essential platform for our business, and we highly value the opportunity to continue selling here. We kindly ask for your understanding and sincerely hope that you would consider reinstating our listing (ASIN: [Your ASIN]).

Thank you for your time and consideration. We are eager to continue providing excellent service and products to Amazon customers.

Looking forward to your kind reply.

Best regards,

[Your Full Name]

[Your Position]

[Your Company]

[Contact Information]

第二个模板分享~~