1. Admit the mistake
When writing a complaint letter, the seller must first admit his mistake and explain to Amazon what remedial measures he has taken in response to the measures. He must be sincere when expressing his apology and implement the stated solutions.
2. List specific improvement plans
For his own infringement, the seller must focus on listing specific and feasible improvement action plans in the complaint email, explain to Amazon what measures have been taken to resolve the infringement complaint, and how to prevent similar incidents from happening again in the future. The action plan and improvement plan should be listed in points, be specific and targeted. Below, the author summarizes some infringement cases and extracts some statements of improvement plans for sellers’ reference.
①We have checked the title, description, pictures and keywords of the store listing to ensure that there will be no more brand infringement mistakes in the future (that is, state your own actions).
②If we find any products or listings that infringe intellectual property rights, we will destroy these products or delete these listings.
③We will pay attention to and learn all the policies and rules of the platform. (Sellers can also quote the original text of the policy rules they violated, indicating that they have carefully studied and understood Amazon’s rules, and will abide by them in the future and will not make the same mistake again.)
④ When listing products in the future, we will first verify intellectual property issues to ensure that the products will not violate the brand rights or patent rights of other sellers, and will not copy other people’s titles, pictures and descriptions.
⑤ We will pay attention to all products on sale. If there are customer feedbacks of dissatisfaction or complaints about product problems, we promise to help customers solve the problem within xx hours and provide customers with the best shopping experience (let Amazon believe that you are thinking about customers).
⑥ If conditions permit, the products sold in the future will be designed by themselves. The trademarks and product packaging will ensure that the products are authentic and prevent any possible trademark infringement and packaging design infringement.
⑦ If there are any sales problems, we will seek help from Amazon as soon as possible, rather than blindly selling, to avoid violating Amazon’s rules again.
The above improvement measures are for reference only. Sellers can state improvement measures to Amazon according to their own circumstances.
3. Express your hope for the unfreezing of your account
At the end of the email, the seller can express his determination to Amazon in a strong tone, make a promise, and express his hope for the unfreezing of his account, for example, “I hope Amazon can give me a chance to correct my mistakes and start over… We will make the greatest efforts to sell on Amazon with the most serious attitude, please believe us. Amazon can also pay close attention to our improvement dynamics. If we cannot meet the requirements, the platform can close our account, and we are happy to accept the investigation. I believe Amazon will give us a chance to make a new start!”
When submitting the appeal letter, the seller should also submit relevant attachments according to the appeal requirements of the email, such as invoices, receipts, contracts, delivery orders or copies of authorizations issued by suppliers in the past 90 days to prove the authenticity of the product.
In some cases, Amazon will require sellers to provide some information related to the infringement incident. At this time, when the seller submits the appeal letter, he should also submit relevant attachments according to the appeal requirements of the email.
Amazon has always paid more attention to intellectual property protection. The success of the appeal letter is not absolutely guaranteed, but sellers should always try again and again. If the first appeal fails, you may wish to send a few more emails.