中小企業對外貿易談判

ForeignTradeNegotiationofSmall-Medium-SizedEnterprises項目二跨境電子貿易

ModuleTwoCross-BorderElectronicCommerceTrade

TaskSixComplaintsSettlement知識目標學習跨境電子商務中投訴內容；學習跨境電子商務中投訴處理藝術；學習相關商務溝通書面英文表達方式；能力目標能夠準備投訴處理材料；能夠順利開展投訴處理活動；能夠投訴處理往來信函；思想政治教育目標了解中國特色大國外交內涵與意義；能應用中國特色大國外交原理解決實際問題；TaskDescriptions杭州紅粉服飾有限公司跨境電子商務部運營專員Lily與某跨境電商平臺協商處理關于產品侵權、客戶投訴、帳號暫封等事宜。SectionATypicalSamplesSampleI當亞馬遜平臺判定賬戶發生關聯，會給賣家注冊郵箱發賬戶關聯警告信，下面就是Lily收到的來自亞馬遜客服的賬戶關聯警告信原文。HellofromAWearewritingbecauseithascometoourattentionthatyouareoperatingmultiplemerchantaccounts.Thisactivityisinviolationofpolicies,whichstatethat“operatingandmaintainingmultipleselleraccountsisprohibited.”Inaccordancewiththispolicy,pleasecancelalllistingsonyourxxxxaccount,andlimityoursellingactivitiestoyourxxxx2account.Pleasenotethatfailuretocomplywiththisrequestmayresultintheblockingofallofyoursellingaccounts.Weappreciateyourcooperationinthisimportantmatter.Regards,SellerPerformanceTeamA

SampleII

當亞馬遜平臺判定賣家發生侵權行為，會給賣家注冊郵箱發侵權通知函。下面就是Lily收到的來自亞馬遜客服的侵權通知函原文。HellofromAmazon,Wearewritingtoinformyouthatyourdisbursementsfromyourselleraccounthavebeenplacedonhold.WetookthisactioninaccordancewithaTemporaryRestrainingOrderissuedbyafederalcourt.Itemsthatinfringeanotherparty’scopyright,patent,trademark,designright,databaseright,orotherintellectualpropertyorotherproprietaryrightareprohibited.Formoreinformationonthispolicy,searchon"ProhibitedContent"insellerhelp.

Toresolvethisdispute,wesuggestthatyoucontacttherightsownerdirectly.Ifyouresolvethismatterwiththerightsowner,pleaseadvisethemtocontactusatnotice-dispute@towithdrawtheircomplaint.Weaskthatyourefrainpostingitemsthatinfringetheintellectualpropertyrightsofthisrightsowneruntilyouhaveresolvedthismatter.

FailuretocomplywithourpoliciesmayresultintheremovalofyourAsellingprivileges.

WeappreciateyourcooperationandthankyouforsellingonA.

Sincerely,SellerPerformanceTeamASampleIIILily收到平臺通知函馬上向運營總監報告，得到公司許可后立即向Amazon平臺客服發電子郵件進行侵權申訴，下面是申訴原文。Dearsir/madam,Thanksforyourpatienceaboutourissue.Weextremelyapologizefortheinconveniencetoyou.Wegottorecognizethatwemadeamistakeandmayinfringetheintellectualpropertyrightsofothers.WhenwereceivedyouremailabouttheissuethatwehavecreatedremoveorderofourFBAstocktopreventthesimilarcomplaint.Nowwehavesendanemailtoamazonsupport@XXX.comat6pm,andpleadthemtowithdrawthecomplaintandwehavetomakeacommitmenttothem:Wewillneverselltheseproductsagaininthefutureandtoourbehaviormadetheearnestwordsofapology,andwealsoCctheemailtoAmazon,butwehaven’treceivedanyrespondedupuntilnow.WewillkeepoureyesonthisissueandIhopethatwecanfindanamicablesolutiontothisissuethroughtheconsultationprocess.

Wetakethefollowingmeasuresafterwegotyouremail:

(1)SincewegottheWarningNoticeofIntellectualPropertyRightsInfringementaboutourASIN:kkl110mayinfringetheintellectualpropertyrightsofothers,wehaveremovedalltheinventorystopsellingatfirsttime,nowwehavedeletedthislistingnowandwenolongersellitagain.

(2)Wehavecontactedtherightsownerforretractingthecomplaintsandmadetheearnestwordsofapology,butwehaven’treceivedanyrespondedupuntilnow,wewillcloselywatchthereply.

Aboutthisissue,wehavetakenthefollowingstepstohelpustoresolvetheissueandpreventsimilarcomplaints.

(1)Wehavecheckedallthelistingdetailfromtitle,image,descriptionandbulletpointtoensurehavenoinformationinmisunderstanding.Andwearefirmlydeletingallthelistingsthatcouldshowanysignsofconflictswithintellectualpropertyrights.(2)Wehaveestablishedtheprofessionalhandlingteamtotakecareoflisting60%matchondescription,images,bulletpoints,&searchterms,etc.NevermakemoremistakesoftheProductDesignorBrand.(3)Wehaveorganizedourownresearchdepartmenttomakesurewecansellourownproductswithourowndesign&modelinsteadofpurchasingfromoursupplier,topreventanypossibleinfringementproblemsonTrademarks&Packages&Design.(4)Alloftheemailorcomplaintansweredandresolveunder24hours.Provideagoodafter-salesservice.

Hopeyoucangivemeachanceagain.Ifthere’sanyotherinformationyouneed,pleasefeelfreetocontactus.

Yourssincerely,LilySampleIVLily由于退款率太高導致Wish平臺封號，馬上向運營總監報告，得到公司許可后立即向Wish平臺客服發電子郵件進行申訴，下面是申訴原文。DearSellerSupport,Wearereallysorryforthehighrefundratiorightnow.

Wecheckalltheordersthatberefundedandfindthatalmostalltheorderhadbeenrefundedforthelongshippingtime.Itisknownthatweofferalltheorderswithtrackingnumbersandhopetoofferabettershippingserviceforus,resultinginthattheshippingtimehadbeendelayed.

Basedonthesituation,wewillchangetheshippingservicesanduse“WishExpress”nextyear.Alsoinordertoshowoursincerity,ourcompanyplantolisttheproductwithourUSAbrandnextyear.AndwewillsetupadedicatedteamforWishtooffercustomerabestservice.

Pleasehelpusre-activateouraccount.WereallywanttoworkwithWish!Thanksforyourhelp.Yours,Lily

SampleVLily由于商品質量及物流太慢導致Wish平臺封號，馬上向運營總監報告，得到公司許可后立即向Wish平臺客服發電子郵件進行申訴，下面是申訴原文。DearSellerSupport,Ifeelshockedandreallysorryaboutthis,wealwaysprovidebestproductsandserviceforcustomers.

Wearesocontributedontheproductsanddidn’tnoticethevenderisirresponsibleforhisproductsthatiswhynowwefacethissituation.

Wehavechangedthevenderandpromisewewillnevermakethishappenagain.

NowwehavethebestvendorsandthebestproductsalsoweareplanningtouseWishExpresstomakesurewecanprovidethefastestandsafeexpressservicetocustomers.

WehavecompletedplentyofordersonWish.Ithinkcustomersalsofeelgoodtouseit.Mostofourproductsweredesignedanddevelopedbyourselves,wehavethebestpriceandtheyareuniqueonWish.Ibelievewewillbothhaveaniceexperimentbycooperatingwitheachother.Hopeyoucangiveusachancetoproveourselves.

Thankyouverymuch.BestRegards,Yours,LilySectionBTypicalExpressions1.TheproductdoesnotinfringetheintellectualpropertyrightsoftheXXXbrand.該產品沒有侵犯XXX品牌的知識產權./Theproductdoesnotinfringetheintellectualpropertyrightsofanybrand.該產品沒有侵犯任何品牌的知識產權.2.ThisproductisnotXXXbannedbyWISH.該產品不是WISH禁售的XXX.3.Thetitle,description,label,picture,color,andsizeoftheproductarenotassociatedwithXXX.該產品的標題，描述，標簽，圖片，顏色，尺寸都與XXX沒有任何關聯.

Thetitle,description,label,picture,color,andsizeofthisproductarenotassociatedwithanybrand.該產品的標題，描述，標簽，圖片，顏色，尺寸與任何品牌都沒有任何關聯.4.Theproductdoesnothavevagueinformation.

該產品也不存在模糊的信息.5.Thisproductdoesnotcontainsexuallyexplicitcontent.

該產品不含有露骨的淫穢內容.6.Thisproductwillbeabletohelpbabiesandparentsaroundtheworld.MyshopisgoingtousealotofmoneytodoPBforthisproduct.Pleasere-determine.該產品將幫到全世界的嬰兒以及父母，我的小店準備用大量的錢為該產品做PB，請平臺重新判定.7.Thisproductisjustanordinaryproduct,ithasbeenmisjudged,pleasere-judge.該產品只是一件普通的產品，它被誤判了，請重新判決。

SectionCComposition-TranslationPartIIntegratingtheChinesefollowingbasicinformationintoEnglish.親愛的亞馬遜，

我們之間已經產生了誤會，關于“粉紅生活（Pinklife）”商店銷售假冒/知識產權/商標侵權投訴事件是一個誤會。我們并沒有提交申訴材料。顯然一個名為“藍色（Blueety”的實體正在使用Sun商標并向亞馬遜提交了虛假報告。

作為賣方“粉紅生活（Pinklife）”并沒有侵犯任何知識產權，也沒有試圖出售Sun的任何假冒商品。

如果能立即撤回上述兩項投訴，并將其從亞馬遜的“粉紅生活（Pinklife）”賬戶中刪除，我們將不勝感激并增加在本產品中PB的投入。如果有必要需要我們提供除上述內容以外的任何額外信息，請立即通知我們。

謝謝您的支持！

您的

Lily

PartIIIntegratingtheEnglishfollowingbasicinformationintoChinese.Hithere,

Frommyobservationsoftheinformationyouprovided,itlookslikeyouhavesubmittedeverythingwewouldaskfortoappealaninfringementcomplaint.

Myonlyconcernisthatyouaretheindividualwhohascomplaintsagainstyourlistings,andalongsideyourappeal,youaresubmittinga‘letterfromthemanufacturer’whoisspeakingonyourbehalf.Theretractionofacomplainthastocomefromtherightsownerdirectly,ortheindividual/companythathasregisteredtheirbrand/providedproofoftheirrightstobeadministeredontheAmazonstore.Ifyoubuyyouritemsdirectlyfromthemanufacturer,thecommunicationwillhavetocomefromthemdirectlytoeitherAmazonortherightsownerwhofiledthecomplaintagainstyouonAmazon.Atthatpoint,therewillhavetobeafuturedeterminationifyouwillbeallowedtoutilizetheintellectualpropertythatwasinfringeduponbythecomplainingpartiesinvolved.Inregards