一、产品图片与描述和实物不符

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 the inadequate communication that we have recently seen two negative reviews which have resulted in our ODR exceeding the performance target of<1%.< span="">

Unfortunately, we changed the Listings Status to be Inactive from xx/xx/xxxx to xx/xx/xxxx because of a long vacation, obviously, the two complaints are a nightmare during the period without order.

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

1.Review all of the products to make sure that the pictures and descriptions are accurately match 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 such circumstances as much as possible, then a 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.

二、客户收到损坏产品投诉申诉模板

Dear Seller Performance Team,

Thank you for your concern about our account. Before receiving the performance review notification, we were exactly working with the customers to resolve their problems. 

We firmly believe that we're not only providing the product but also the customer service. 

Firstly, we're very sorry about our negligence of packaging, and the incaution of carrying and transporting by logistics company which result in defective working condition of one item, we had to ship the replacement but had the customer waiting more time for delivery, they are kind but we are sorry. 

Secondly, the incaution of testing and checking up by the tester in factory result in missing indicator light covers of one item, which in normal working condition but give customer defective impression of the product, we had contact with the customer and shipped the missing element, and sorry to bring him inconvenience. These are our faults due to the lack of strict management of the product and service providers. 

Thirdly, we're new to Amazon selling and lack of familiarity with the rules and message system using, which result in missing timely response to 4 messages from the buyers on our months ago arranged long holiday, it was supposed the messages would notice timely on mobile phone email system to us but it didn't work, we promise this would never ever happen again to the customers.

We would like to earnestly beg your consideration about the feedback of other items received by other buyers, some of them had left positive feedback and reviews to the product and admired our customer service. We promise to provide customers both good products and good customer service. 

If we have the chance to continue selling on Amazon, we will do as follows: 

1. We will ask the factory to execute stricter checking up and testing process for our products, and request every confirmation and signature of testing result for every product from the tester in the factory. We self will execute a sampling check for different production batch and regular visits to the production line of the factory every week. Make sure we ship out every item in integral and good working conditions.

2. We will ask the factory to package with stronger crash proof and shockproof measures, like filling in the blanks with proof foam and wrapping up with hard carton. Change the logistics service provider with better transporting service. 

3. We will keep logging in the Amazon seller center on PC and check up the buyer message at least three times a day, to ensure prompt response to the customer with 12 hours. And passionately handle any queries or complaints or product issues from every customer, will keep notice customers forwardly for the tracking information of the transporting package. To improve the customer experience by the pre-sale, in-sale, after-sale process.

We write this sincerely and will try our best to provide good products and customer service on Amazon. Meanwhile, we sincerely hope the Amazon team will give serious consideration and give us a new chance. This is not only a chance but also hope to us, we eagerly hope we can further develop our undertaking here. Look forward to hearing from your reply. Thank you very much.

Best Regards,

XXX