跨境电商如何处理和服务平台、顾客、别的卖家中间的纠纷案件?

跨境电商每到高峰期就情况百出，并不是货运物流慢、便是被跟卖、也有被封号潮，隔三差五还接到顾客的各种各样资询或举报。这样的事情下，卖家该如何处理和服务平台、顾客、别的卖家中间的纠纷案件呢？这时，卖家明白推送恰当得当的电子邮件，是十分关键的处理纠纷案件专业技能！下列是小月尽心竭力分类整理的多种情景的邮件模板，供卖家参考参照，主要内容视本身详细情况调节，期待对卖家小伙伴们有些协助！具体内容较多较全，请细心查询，手动式个人收藏！警告信邮件模板翻转由此可见所有警示跟卖的邮件模板▼1. 自身品牌名称---- A ( 受权之品牌名称 或者 已申请注册之品牌名称 )2. 另一方(卖家) 品牌名称----B ( 您要举报之目标名字 或者 品牌名称 )Dear“B”,It has come to our attention that “B” is using the " A " trademark without license or prior written authorization from " A "." A " holds federal trademark registrations in the United States. So“B” listings violate " A " trademark and intellectual property rights. You are also in breach of Amazon’s Participation Agreement.Therefore, we demand that you immediately remove all listings on Amazon.com in which “B”utilizes our trademarks and images protected by copyright.“B” currently has at least one listing on Amazon.com for products that utilize“ A’s” trademarks and/or copyrights withoutauthorization. See the followingASIN: B001234567 (写自已的 ASIN)" A " is the only entity authorized to provide authorization to sell its products on Amazon.com. Your listing constitutes a violation of" A's " trademark rights, copyrights, and Amazon’s Participation Agreement.“B” 's infringing listings must be removed immediately to prevent damage to " A " brand and lost sales.While " A " has many options available under this state. But we would prefer to resolve this matter amicably. Please confirm to us in writing within 24 hours, that you have:(1) Removed all of " A’s " trademarks and copyright material from your Amazon.com listings and any other website or public display you operate;(2) Removed all of " A’s " listings of products it claims to be associated with " A’s ", including but not limited to the ASINs listed aboveFailure to take action within 24 hours will force us to report this serious violation to the Amazon seller performance team. This is licensed products to Amazon.com as well, Amazon seller performance team will take such violations very seriously, possibly resulting in removal of your selling privileges on Amazon.com.Thank you for your attention to this matter. Please contact us if you have any questions.Legal on behalf of " A "投诉邮件模板翻转由此可见所有引言新账户被封号 违反规定跟卖 ODR主要表现差，账户被冻洁图片侵权被禁卖商品图片与实体不符合接到A-Z新账号被被封号▼Hello,We reviewed your account and determined that you may no longer sell on Amazon. com. Your listings have been removed from our site.This decision was partly made due to our inabilit toVerify information provided for or related to your seller account. This information inchudes but is not lmited to selling history and listing.Please ship any open orders. If you have any funds in your account, they will be available after any amounts paid for A-to-z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer. You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-funds@amazon.com.If you believe this decision was made in error and would like to appeal this decision,click the Appeal button next to this messageon the Performance Notifications page in Seller Central(http://sellercentral amazon .com/gp/customer -experience/perf-notifications.html) Sincerely,Seller Performance TeamAmazon.com违反规定跟卖▼Hello,We are receiving your account, Funds will not be transferred to you during the review but will stay in your account.You can view your account balance, estimated payment schedule and reserved amountOn the Payments page in the Reports section of seller centarl (http://sellercentral amazon .com/gp/paymentsaccount/settlement.summary.html)Please continue to ship your orders and only list items that you can ship by the expected ship date.You can help by sending us more information about your business. when you are ready send us your plan, please submit your plan of action by following this link(http://sellercentral.amazoncom/cu/contact-us).To leam more about account reviews, search for Velocity Limits and Account Reviews in Seller Central Help.We will send you an email when our review is complete.ODR主要表现差，账户被冻洁▼Dear Amazon Seller Performance Team,We understand that recently ourperformance 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 ourperformance: 1.Review all of productsto make sure that the pictures and descriptions are accurately match with our products. 2.Most importantly, we willcomplete the investigation more quickly and proactively（within12 hours） to any problems with customer orders to keep our customers moreinformed and help prevent A-z guarantee claims as much as possible, then replacement or a full refund will be done within 24 hours 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.新店上listing时因图片侵权被禁售▼Dear Seller Performance Team,Thank you for your notification on the policy violation on the......, we would like to sincerely apologize for the terrible mistake we made.We are a small company in Chinafocusing on foreign tradeand selling on Amazon US has been one of our ultimate dreams.We did a lot of preparation in order to launch our store in Amazon and worked with the Amazon sales manager Mr. .... on a lot of details including the can do's and can'ts. He informed us beforehand that image and character violation is a very serious issue in Amazon and we have taken that very very seriously.However,one of our sales staff ,who is new to the company,（大家有一位员工是刚来的）accidentally put this product onto the list because we would like to start our sales with 50 skus ( We had 49 skus ready at that time.) He uploaded the product without everyone's else's knowledge andI would in person would like to apologize again for my carelessness in staff management.Here are the things our company has done to prevent such issue from happening again.1. We just organized a training again on the can's and can't the sales manager Henry sent us,especially emphasizing on the policy violation including image violation of products and wording violation on product and checked all the product that we have already listed.2. We deleted all the products that we think that could potentially violate the policies.3. We have setup rules in the company that all of our inventory must be carefully reviewed and would not violate any Amazon policies before adding to our inventory and listing on Amazon.I would like to apologize for a third time for my carelessness in management ，and please do let us know what else can we do to reinstate our account and we will do everything we can to meet the target.Looking forward to hearing from you.your name商品图片与实体不符合在线客服未立即解决困难接到A-Z▼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 ourinadequate communication（沟通交流不够）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 all of products to make sure that the pictures and deions are accurately match with our products.2. Most importantly, we will 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，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.恶意差评跟进邮件格式翻转由此可见所有引言进展一 · 进度二进展一▼Dear————,How are you recently? Hope you and your family are good. We found your review for (商品).We are really sorry for the inconvenience it causedTo express our apologize, we provide fewsuggestion following by:1.We will arrange a suitable replacement for you for free2.We will provide a claim code for you.3.Or refund allWhich one do you prefer? Looking forward to your reply soon.Best regards,进展二▼Dear————Hope you have a great time.I am writing to concern whether you have receive the replacement.If you stillhave any question with your order, please contact with us.We would try our best to solve it.If you are satisfied with our services, could you do me a big favor to upgrade the r eivew?The following link:————————————————————————————It is really important for me.We will really appreciate for it.Sincerely,顾客退/退换邮件格式翻转由此可见所有引言顾客因购买的产品尺寸不适合造成退换货amazon顾客退换货的了解缘故顾客规定退换货，商家回复（自送货）商品发货后，顾客明确提出要退换的回复顾客因购买的产品尺寸不适合造成退换货▼Dear——，Thanksso much for your great support on 店铺名.So sorry for the inconvenience that the swimming suit（产品名字） did not fit you.Will it be possible to give others as a gift? Or how about we make you a partial refund as a way to make up for this?Just suggestion, if you insist on returning it back, we will go to the further step.Waiting for your reply.Best Regardsamazon顾客退换货的了解缘故▼Dear ---Thank you so much for your great support on us.So sorry for the inconvenience it caused.CouldI know the reason why you return the item?Are there any issues of our product?If yes, could you sent the photo of the issues thus we can help you better and submit to QC.Waiting for your reply.Best regards买家规定退货，卖家回信（自送货）▼Dear---- Thank you for contacting us regarding your inquiry. We found your return request. Could I know the reason why you want to refund?Are there any issues of our product?If yes, could you sent the photo of the issues thus we can help you better and submit to QC.Will it be possible to give new one as a compensation? Or how about we make you a partial refund as a way to make up for this?Looking forward to your reply soon.Best regards商品发货后，顾客明确提出要换货的回信▼Dear __.,Thanks for contact with us. Sorry to tell you that the item have been dispatched, and we can't change it for you now . We knew you receive it and it is not suitable for you.To express our apologize, we provide fewsuggestion following by:1.We will arrange a suitable replacement for you for free2.We can refund full price for you.Which one do you prefer? Sorry for all inconvenience it led to.Looking forward to your reply.Sincerely,回应买家了解货运物流状况邮件格式翻转由此可见所有Dear __.,Thanksforyourmessage. Hope you are great.Sorry for disturbing you, we tracked your shipping. The package is now on the way to your place(it is now reaching your local post office). International shipping information may not update so prompt, usually it takes around 7-15 days for shipping. Could you please keep your patience and wait for a few more days? We will keep tracking for you, any news we will inform you asap.Your understanding will be highly appreciated.Best regards别的售后服务邮件格式翻转由此可见所有引言amazon卖家送货抵达时长先填单,漏发货后向顾客表述顾客了解货品的tracking number的回信邀约消费者变成老顾客群电子邮件买家不清楚怎么使用商品的回信给买家补发自送货售后服务件的通告顾客购买好几个商品，卖家发送邮件确定商品订单信息卖家错发详细地址amazon卖家送货抵达时长▼Dear __.,Thank you so much for your great support on us. Usually it takes about 7-12 days for the item to reach you.Any question, feel free to contact us and we will reach you at the soonest.Best regards先填单,漏发货后向顾客表述▼Dear __.,Thank you so much for your great support and sorry for keeping you waiting.We checked the tracking information found there is no update information as you said.We will contact the post office to find out the problem.We wonder would you still want the item, if yes, inform us the size and we will resend you asap.If not, we will make you the full refund.Waiting for your reply.Any inconvenience hope your kind understanding.Best regards顾客了解货品的tracking number的回信▼Dear————,Thank you for contacting us regarding your inquiry.Orders are shipped within two days after they are placed. Usually, we are able to ship orders the next day. Weekend orders are shipped on the following Monday. Please allow 3-7 business days after shipment for delivery. You will receive a shipping confirmation email from Amazon when the shipping information has been uploaded.Your patience and understanding are greatly appreciated. If you have any other questions or concerns, feel free to contact us.Best regards邀约消费者变成老顾客群电子邮件▼Dear_______,Thanks for your kindly support for 店铺名.To express our grateful, we want to invite you join in our “VIP team(自身取名字)”Our VIP team member(自身取名字)can experience our new product in advance and enjoy discount .Just contact us with order ID by contacting our email on attachment.(把电子邮箱放到配件上)We are waiting for your email.Have a good time.Best regards,买家不清楚怎么使用商品的回信▼Dear————,Thank you for contacting us regarding your inquiry.Weare really grateful with your question Thus we can realize our shortage of product listing.We will update our listing to perfect our product information.There is the latest instruction of our product .Please check the attachment for your reference.If you still have any question, please be free to contact with us.We will do our best to help you ASAP.Best regards,给买家补发自送货售后服务件的通告▼Dear————,Hope you are fine and doing well.Wehave already arrange the replacement to you for your reference.(商品实际主要参数)The tracking number is _______________,please click the attachment to get more detail .It will take 7-10 day to arrive your city because of the long distance.Thanks for your kindly understanding and support.If you still have any question, please be free to contact with us.We will do our best to help you ASAP.Best regards,顾客购买好几个商品卖家发送邮件确定商品订单信息▼Dear ——，Thank you so much for your great support on us.We have received your order of “XXXXXX”.We will work on your order asap, we just want to confirm the amount of the compass, did you order 10（总数） pcs?产品参数——————————————————If nothing is wrong, we will ship them asap.Best RegardsSeller’s name卖家错发详细地址▼Dear____，Thank you so much for your great support on us.What a big mistake we made!Sorry, but will you still want the items? If yes, we will resend you immediatelyandmake you a partial refund, if not, we will make you the full refund.Waiting for your reply and hope your kind understanding.Best RegardsSeller’s name还记得个人收藏哦你应当常常会使用到的啦广告纸时长易仓ERP，作用灰常强劲，能全自动过虑出这些独特的amazon系统软件case邮件，立即预警信息跟卖信息，挑选出长期没送到的订单信息....拥有它，即使你碰到以上各种各样出现异常，如果你设定好啦对应的邮件模版，也不用担心邮件回应不及时啦！点一下阅读，预定感受“易仓ERP手机软件”