由于我们Amazon Seller账户联系人留的电话都是美国电话，然后转接到国内的手机上的。今天非常意外的接到了Amazon Seller Account Situation Help Team的电话，我还是第一次知道亚马逊还有这样一个team，而且字正腔圆的北京口音把我给震住了。大概意思是，我们一年前（这里我内心也是很无语的，一年前账户出的问题，现在打来催我解决·····）关联死掉的账户可以通过再次提交说明邮件激活！当然这无疑是个好消息，所以还是必须要试试的。这里有一个模板提供给大家，需要的小伙伴可以自己Copy。但是，需要说明的是，每家的具体情况都不同，因此一定要根据自己的情况进行修改，千万不能生搬硬套。你要做的就是
- 向亚马逊说明你的账户发生问题的实际原因，并保证以后不会再发生
- 为了阻止这种情况再次发生有什么方案（Planning of Action）
下付2个模板：
模板1 Dear Amazon performance team, This is our first time to sign up for the Amazon Europe site. We asked our Amazon account Manager why our account was closed. He told us that our account is associated with another account amazon. This issue is very shocking to us. Our company applied for the first time to register for the Amazon Europe site. We totally can't understand why it was judged to be associated with another account. We checked all of our data on Company and equipment, they are all new. we are very strict with Amazon's rules. We certainly understand that we can only operate one Amazon account, and we also register for the first time, and only one account. Because I have to go on business trips regularly, Amazon has 24 hours to reply to the information of the client, so I purchased an Aliyun Remote server IP (ECS), Today, I went to ask their customer service. They said that their IP address will be recycled. We can't confirm whether it is just because our address was previously registered Amazon account by someone else, but this is out of our control, cause we cant check the IP that how it used before, can you understand? Before buying (ECS) IP, we can't check what this IP used to do. We are very sorry about this, we will not use this IP operation account in the future. We will re-purchase a new network cable to log in to our account to avoid your concerns. We have provided you with all the information of our company to prove that we are the first time to register an Amazon account in Europe , please check our information carefully. But now my account is blocked because of this account associate with other accounts, I can provide information related to the account to prove our innocence, I hope you can reinstate my account. I look forward to your reply, thank you deeply!
模板2 Plan of action Seller’s Name: Perfect kitchen Seller ID : 37107273902 Date: Feb 12th, 2019 Policy that was not compliant: Violated sale price Steps taken to resolve: Step 1 Correct sale price of relevant listings Step 2 List actual offered price as listings'“YOUR PRICE” Step 3 Pricing to represent reference price Action that will be taken to avoid policy violations in the future Action 1. Establish a rational pricing strategy Action 2. Stafftraining to understand/comply with Amazon policies Action 3. Establish rules and operation process Action 4. New position appointment for policy supervision Acknowledgement that if there is a second offence we will permanently be ineligible for deals with no escalation path to resolve. Understood and agreed with this acknowledgement.
Dear amazon Our amazon account is encoum@126.com. We have found that our account has been prohibited from participating in Amazon LightningDeals.We understand we were not compliant with the rules when selling on your platform andwould like to sincerely apologize for the mistakes we made. After Lightning Deals are unavailable in our account, we immediately arranged a deepinvestigation and we found that we violated Amazon policy (violated sale price). Some of our listing pricing was confused and did not reflect actual price/reference price toAmazon and our customers. To be more specific: 1.“List price”didn’t reflect the actual price we offer. Including Manufacturer’s Suggested RetailPrice (MSRP), some of pricing fields we entered didn’t follow the reference price policy. “Sale price”was set for too long (even over years) and which showed incorrect promotioninformation to the customers. After ourinvestigation, we found following ASINs are not compliance with the policy, such as ASIN1, ASIN2, ASIN3...... Pleasecheck the above ASINs, we have updated the list price and sale price correctly by followingAmazon policy.
Steps Taken to Resolve In order to avoid same or similar issues happening again, after the investigation, we have takenfollowing steps to make sure our selling behavior will always follow Amazon policies.
Step 1. Adjust and correct all listing sale price We have updated the valid time of sale price to the reasonable range, such as days and 1-2 weeks.According to Amazon policy, we have re-priced the listprice (as Your Price showed on the frontpage) and enabled sale price only exist when our products are on sale. We have deleted all saleprice in order to present accurate reference price and actual price to Amazon and Amazonmarket. In the future, we willcarefully set our sale price in a temporary bound promotion periodand avoid all potential misunderstanding or confusing on our listing price.
Step 2. List actual offered price as listings’“YOUR PRICE” We have deleted all unfounded MSRP and blanked all other price fields to present the accurateYOUR PRICE. In the future, we will never enter any MSRP without evidence again. In order tomake sure our pricing is always clear and non-confused, we have established an internalregulation policy to avoid any potential abuse and violation of listing pricing in the future. We willmake sure all customers will see the Your Price as the actual price we offer.
Step 3. Pricing to represent reference price We understand that we are fully responsible for ensuring our reference (pre-Deal) pricerepresents the price at which we have recently made substantial sales of the products in question.We promise, in the future, we will not change the YOUR PRICE or SALE PRICE fields for thepurpose of manipulating the reference price displayed during a Deal. We have finished the resolving steps immediately once we noticed the issue in February.Afterthat, we can promise all our listings have been adjusted to follow Amazon policy correctly. Further Actionsforavoidingpolicyviolationsinthefuture In order to avoid any policy abuse or violations in the future, we have also applied followingactions:
1.Establish a rational pricing strategy After this pricing issue we had caused and fixed, we have restructured and regulated a morerational and policy-followed pricing strategy. The strategy asks everyone within our team needsto set any price strictly based on Amazon reference prices policy: Any reference price we providemust represent the price at which we or other retailers or sellers have recently made substantialsales of the product in question. We are also responsible for ensuring that the reference priceswe provide to Amazon remain current. To be specific, the new pricing strategy will make sure we1. Set sale price as a promotion used in temporary period, 2. Only enter list price as actualoffering price and 3.Avoid unclear price and provide reference price for Deals. Staff training to understand/comply with Amazon policies To ensure the new pricing strategy is understandable and to enforce every team members’compliance with Amazon policies, we have organized a regular staff training on each Wednesday.In the first couple weeks, we arranged several training classes to introduce what issues we havemet and how can we fix/avoid such problems happened again.In the following weeks, we setsome further introduction and explanation on Amazon policies, and set some exams to makesure everyone understand the policy exactly. If any staff who wouldn’t pass the test, he/she willnot beable to take any actions on Amazon operation. Establish rules and operation process In order to avoid unexpected incidents, related to pricing abuse or violation, we have created anintegrated operation process for everyone to follow. From now on, if anyone, intend to make anychange on the listing content, listing price or promotion, he/she must propose a request, andmust have a clear confirmation from his/her supervisor(s). As a result, all supervisors will take fullresponsibility on any action theirteam taken and they must understand all Amazon policiescompletely plus pass the policy test with 98%+ correction rate.
New position appointment for policy supervision Our company has appointed a new supervisor to check our daily tasks under the rules andprocess. The new supervisor will take full obligation to control every operation move is obeyingAmazon policies properly. There will be a reward system to motivate people if they can findpotential abuse or violation behavior in this company. We believe every member of our team hasunderstood this case and all relevant and overall Amazon policy clearly, and we believe ouractions and rules will avoid any similar problem in the future. All above resolving steps have been completed immediately once we noticed the problem wewere facing, and all further actions have been started from late February. We have checked andpromise all previous pricing issues have been solved, and have never happening until today. Wewill keep update the newest Amazon policies andalways follow them to run our businessproperly in the future.
Acknowledgement We acknowledge that if there is a second offence in our account, we will permanently beineligible for deals with no escalation path to resolve. We promise all pricing of our product iscompliance with the Amazon policy, we sincerely ask for recovering our qualifications of lightningdeals. We will try our best to provide best products and service to Amazon customers, and tooperate our business with Amazon policy correctly. Thank you for always concerning and supporting us.
