Hello, Dear Amazon Support!

We are very sorry to disturb you!

 We received a complaint about ASIN:XXXXXXX recently. One customer said that after receiving the product, and believed that the package was opened or repackaged when it was delivered, or it looked like a second-hand product.

As soon as we receive the notification about the performance, we conduct an inspection of the product.

The following is our collation of product information and our action plan.

product information:

1. Product information: Is the product accurately described on Amazon? Can you ensure that the product description does not cause any ambiguity and allows buyers to fully understand the product?

We have thoroughly checked the product descriptions. Our product descriptions and pictures clearly express the size/quantity/accessories/materials and other information of the products to customers. We believe that customers can clearly understand the product information after reading them.

2. Product packaging: Does the product use the original packaging as published on Amazon?

Our products are packaged in transparent plastic boxes and OPP bags. The transparent plastic boxes contain fake nails, and the OPP bags contain the remaining accessories. (see attached)

3. Commodity distribution: Have you taken all appropriate measures and conducted quality inspections to ensure that the goods are stored, packaged and distributed in a proper way and will not be damaged during distribution?

Since our products are purchased from suppliers, we will uniformly inspect and package them. When the products are delivered to the Amazon warehouse by a freight forwarder, we will put the products in thick cardboard boxes (see attachment). We guess that the product packaging may be damaged due to the bumps in the transportation process, which makes customers think that the product packaging has been opened or used.

4. Please check the communication, comments and feedback sent by the buyer to understand the complaint more clearly.

Before receiving the performance letter, we received customer feedback on the issue. Our customer service department acted immediately and tried to get in touch with the customer and provide a solution. Unfortunately, we tried three times, but the customer still not reply, we will continue to try to contact the customer and provide him with a satisfactory solution.

In order to avoid this problem, we analyzed the specific reasons and formulated a strict implementation plan.

Why does this happen?

We carefully analyzed the reasons:

1. Due to negligence, the quality inspection department failed to conduct quality inspection on the quality and packaging of each product. As a result, customers may have received products with defects or damaged packaging.

2. During the transportation or distribution of the product, the product packaging is damaged due to bumps, which leads customers to believe that the packaging has been opened or is a second-hand product.

To avoid this problem from happening again, we have formulated the following action plan.

1. Supervise the purchasing department and the manufacturer to communicate quality issues, and require the manufacturer to conduct a strict preliminary quality inspection before shipment.

2. Submit a written report of the problem to the logistics department, increase the quality inspection before the product is shipped, and improve the packaging of sub-products to avoid damage to the product packaging due to transportation reasons.

3. Thorough quality inspection of the current inventory of all the products, and tracking of historical sales orders, so as to solve similar problems to customers in a timely manner.

In addition, we have attached the product's purchase invoice for your review, Supplier name, contact information and other information in the invoice.

We always abide by Amazon's platform rules, we solve problems for customers in a timely manner, and continuously optimize products and pages. In the coming time, we will still strive to provide customers with quality products and services.

We have carefully analyzed the causes of customer complaints and formulated an implementation plan. Please give us a chance to correct it. At the same time, we continue to accept the supervision of the platform.

Thank you for your time and help.
 
自己整合的模板，已经申诉回来三个了，希望对你有帮助。我是美国站，但是大致的思想相同，发票一定要备好。