爆款Listing被安全部门下架--看如何追回

亚马逊 安全部门 商标 标签 可燃性
2019-05-16 14:11:16
                

一个爆款当时一天都可以出将近100单,突然有一天收到亚马逊安全部门的CASE说这个产品存在安全问题,被安全部门审核把我这个链接下架了,我很纳闷一件服装还存在什么安全问题?? 收到的邮件如下:

Greetings from Amazon.com. It has come to the attention of our Product Safety department that a concern has been lodged regarding a product sold by you. I writing as part of an internal investigation to address our mutual customer concerns regarding that product, and help to bring about a satisfactory resolution for them.


The complaint is regarding XXX and the customer comment is as follows:  My son was given this as a gift. The plastic snaps in the crotch came loose and he choked on one. Please be careful.


Product Safety asks that you please respond to the above concern by taking the following steps:


1. MOST IMPORTANT: Submit all relevant safety testing data and certification for the item. We ask you include testing specifically relating to the incident in question. Please refer to the attached word document of Product Compliance Guidelines  if you have any questions. PLEASE NOTE: An MSDS does not suffice for safety testing.

2. Complete the attached Product Safety Questionnaire. The questionnaire is geared towards addressing the safety concern that the customer has brought up. Please reach out to the manufacturer of the product for the details you might not have.

3. Provide images of the product (front, back, accessories, and packaging). Images should include: model/serial number, safety/compliance marks & logos and safety labels & warnings on the product or packaging. Please also attach a copy of the instruction manual.


Thank you for your swift attention to this matter. We look forward to resolving this to our mutual customer satisfaction.


Please note:

While we investigate, product will remain unavailable for purchase from our website.

If the above documentation request is not completed in entirety within 7 days the case will be closed and the ASIN will remain suppressed.


Attachments:

USCA Product Compliance Guidelines - ISO 17025.pdf

Product Safety Questionnaire.xlsx


Regards,

Amazon.com Product Safety


原来是一个客户投诉,还不是他自个买的,还是别人送的,说扣子松了差点呛到。这样也能投诉?为什么我们之前买了很多跟卖的卖家产品,投诉到亚马逊那都没用?


好了,既然收到了这个,我们首先就要仔细阅读这封邮件,看下亚马逊具体要求我们提供什么东西,从邮件来看是3样东西: 1, 最重要的安全报告 2,填写安全表格,其实就是POA 3,拍产品图片,要包括型号,logo,商标 或者包装,还有贴上使用手册(我也是醉了,衣服还有使用手册,这点我改成了水洗标)


我当时是刚好要生,在产房,这些资料我都让我一个员工帮我去跟采购要,厂家一直说只有玩具才需要安全报告,因为这个是爆款他也不敢怠慢还是把衣服送去检测了,后面提交上去了一次被驳回了,邮件如下:

Hello from Amazon.com.


Upon review, it appears that your documentation is insufficient for this particular product, so we cannot reinstate it. For example, flammability testing is not attached, and the tag on the unit pictured in the report does not appear to have permanent tracking labels.


For your reference, you'll find a helpful guide on children's apparel requirements at the following URL:


https://www.cpsc.gov/PageFiles/185629/ChildrensApparelProductsTrifold22014LinkUpdated82015.pdf


Please ensure that any other children's apparel product you list for sale are compliant with all relevant requirements and remove any non-compliant listings.


Regards,

Amazon.com Product Safety


真的是吓人,已经过去好几天了,确实怕排名掉,决定这次我还是自己来处理,还是看清楚缺什么,安全报告不完整,缺少可燃性报告,还有一个可追踪的永久性标签(就是商标,用了厂家的商标,还有做地址检测)。把亚马逊的要求研究透了,继续联系厂家,让加上可燃性报告以及送测产品的商标和厂家的地址检测,经过一个星期,收到了厂家给的资料,POA又自己认认真真的写了一遍,提交了上去。安全报告包含总铅,邻苯二甲酸盐,跟踪标签,易燃性等检测报告。


此时离链接下架已经好多天了,发了邮件,就是漫长的等待,亚马逊7天后才回复我的邮件。。。不过结果是好的,这链接终于要回来了。邮件如下:

Hello from Amazon.com.


Thank you for your response and cooperation. Apologies for the delay in response.


Upon review of the testing documentation you have provided, we have decided to reinstate this ASIN. We may revisit this decision should additional incidents occur, and will contact you if we have additional questions.


The detail page should reactivate within 4 to 48 hours. Your offers should reactivate automatically after the detail page comes back up. If for some reason this is not the case, follow these steps:


- Locate the ASIN in 'My Inventory'

- Click on Edit

- Ensure a Quantity and a Price is present.

- Submit Changes


Submitting changes on the 'Merchant Fulfilled' offer should bring the offer out of a blocked status.


FBA offers may require additional manipulation. If you encounter difficulty with an FBA offer, please contact Seller Support for assistance.


Regards,

Amazon.com Product Safety


看到这封邮件心里的大石头才放下了,在亚马逊上卖东西,真的要步步谨慎,不仅要防跟卖卖家(我另外一个爆款就是被跟卖搞死的,低价24小时在跟,不知道赚啥钱,中国人就是这样),还要防侵权,还要防买家直接到亚马逊投诉。真是产品没做起来害怕,做起来了更害怕。。




8
Yuki88 亚马逊 服装 电子商务 listing翻译 客服邮件

Yuki88

简体中文、英语

从业时间5年 作品数2个 已接单数56

最近的作品

推荐作品 换一批
查看全部
推荐译员 换一批
查看全部