以前写的二手+货不对板的POA 像措施那些你可以借鉴一下 其他的地方多修改一点
相比较前段时间，该类型的申诉变的有些棘手，亚马逊会强制性要求增值税发票。最好是开case问一下具体要交哪些材料但是这并不妨碍我分享高成功率申诉信：

Dear Seller-Performance Team,

Thank you for your prompt reply and kind help. We highly cherish the selling opportunity on Amazon. We never have encountered the similar “Used Sold as New” complaints before. In fact, this is the only case since we sold them on Amazon. Amazon sets out the highest standards towards product quality and customer satisfaction and that is also what we are working for.
We guarantee that similar problem will not happen again. We sincerely hope that Amazon can give us an opportunity to resell the products on Amazon again. According to Amazon's suggestions, we have made a complete and thorough investigation, which is not only to solve the issue, but also to prevent it from happening again in the future. Below are the issues and a concise and detailed plan of our action:
Issues：
We have checked all the previous emails, product reviews and feedbacks immediately regarding this problem from the shelf date, but do not found any complaints about  “Used Sold as New ”. Through our careful analysis and research, we think there are the 2 main reasons that caused this problem.

1. Since the products we sent out are without a very Sturdy box, from china to American amazon warehouse almost cost 20 days via UPS, the parcel go through many courier, mouse pad platform or its package may destroy during the delivery, customers think those platform are second hands or used product
2. Since the return, according to amazon policy, customers could return our platform in month. We just think someone order but find it may not fit their table well, they may use the platform one time or twice, since it need to screws to the desk, any operation by mistake may destroy mouse pad platform or left scratches on its surface.They return to amazon warehouse and amazon think it is sellable.So once another customers get this “problem” platform, they may complain”why I got a used product”

Actions:
1.Compensate customers.
Please be assured that we will be responsible for our mutual customers definitely for this inconvenience and lost.
(1) According to the customer’s requirement, we need to returned full refund.
(2) We must contact with all the other customers who ordered the product and confirmed whether they have the similar problem. If some customers also have, we will give them a satisfied solution as soon as possible. We are willing to return the customers full refund or resend new products in order to express our sincere apologies. If the customers are willing to have a replacement, we will resend a new product with durable packaging to our customer immediately. Before the shipment, we will carefully check the product and test it indeed work well. Besides, we guarantee that the replacements customers receive will be in good condition with the new durable packaging. Please be assured that we will be responsible for our mutual customers definitely for this inconvenience and lost.
2.  Replenish the product instruction.
(1) We need to provided a more detailed website description regarding the instructions and notes for the use of the products and the related Product Quality Certificate.
(2) We will put a more detailed instruction in the products in order to reduce the customers’ complaints due to the subjective reasons.

3.  Redesign the products.
(1) We have reported the problem to our supplier immediately. They will be redesigned to fit well for more tables. All the products will be checked by professional QC team. The supplier organized a professional QC team by 3 employees in order to prevent the similar problem from happening again
(2) We also organized a special QC team by 3 employees to carefully inspect our products one by one in order to check whether the products have other potential problems.
(3) Besides, we have strictly checked and tested our other similar products. What we do is to make sure that all our products are new and functional. We can guarantee that all our products meet the regulation on Amazon. Amazon sets out the highest standards towards product quality and customer satisfaction and that is also what we are working for.

4.  Strictly check the products before entering warehouse and shipment.
Enhancing warehouse-out inspection is what we need to do. We have carefully checked the products before entering warehouse and shipment. For example, the packaging, product appearance, quantity and functional testing, etc. If the products are not qualified, we will return the products to our supplier immediately and won’t send them to our mutual customers. What we do is to make sure that the products received by customers are fully functional and safe.

5.  Using Sturdy box
Make sure customers get a no damage products, mark “Fragile” on box and ask more UPS more carefully
6.  Improve our service.
(1)  On one hand, customer service training on all aspects of product knowledge, familiar with the company's products, each link improvement, improve the effectiveness of the page description. Have a better product page updating system.
(2)  On the other hand, we will check our emails, feedback and product review timely. Besides, we will send the emails to our mutual customers regularly in order to timely get their feedback regarding our products and service. Once we receive the inquiry and complaint from our customers, we will try our best to reply them within 12 hours, conscientiously analysis the causes of the problem, and provide our customers with a satisfied solution as soon as possible. We guarantee that the similar problem will not happen again.
(3)  In order to provide our mutual customers with a better shopping experience, we guarantee that we will help them exchange the products for free under 1 year warranty.
7.  Carefully learn and strictly obey Amazon’s policy.
We have carefully learned “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines”etc. Meanwhile, we will strictly obey Amazon’s policy. We guarantee that the similar problem will not happen again.

8.The complained products ASIN XXX was produced by ourselves and not purchased from other supplier. We are sorry for that we cannot provide the related invoice because we are a manufacturer. You can verify that we are indeed the manufacturer.

We sincerely hope that you can give us an opportunity again and we will use our actual action to reciprocate our customers’ trust to us. We have confidence to do it better! Please let us know once you have received this email or if you have any further information you want us to provide.

Looking forward to hearing from you soon.
Thanks for your kind help and have a nice day.
Best regards


最后重要的事情说三遍，记得定期开票，开票，开票