中小企业对外贸易谈判 课件 M2-6-Task Six Complaints Settlement

中小企业对外贸易谈判

ForeignTradeNegotiationofSmall-Medium-SizedEnterprises项目二跨境电子贸易

ModuleTwoCross-BorderElectronicCommerceTrade

TaskSixComplaintsSettlement知识目标学习跨境电子商务中投诉内容；学习跨境电子商务中投诉处理艺术；学习相关商务沟通书面英文表达方式；能力目标能够准备投诉处理材料；能够顺利开展投诉处理活动；能够投诉处理往来信函；思想政治教育目标了解中国特色大国外交内涵与意义；能应用中国特色大国外交原理解决实际问题；TaskDescriptions杭州红粉服饰有限公司跨境电子商务部运营专员Lily与某跨境电商平台协商处理关于产品侵权、客户投诉、帐号暂封等事宜。SectionATypicalSamplesSampleI当亚马逊平台判定账户发生关联，会给卖家注册邮箱发账户关联警告信，下面就是Lily收到的来自亚马逊客服的账户关联警告信原文。HellofromAWearewritingbecauseithascometoourattentionthatyouareoperatingmultiplemerchantaccounts.Thisactivityisinviolationofpolicies,whichstatethat“operatingandmaintainingmultipleselleraccountsisprohibited.”Inaccordancewiththispolicy,pleasecancelalllistingsonyourxxxxaccount,andlimityoursellingactivitiestoyourxxxx2account.Pleasenotethatfailuretocomplywiththisrequestmayresultintheblockingofallofyoursellingaccounts.Weappreciateyourcooperationinthisimportantmatter.Regards,SellerPerformanceTeamA

SampleII

当亚马逊平台判定卖家发生侵权行为，会给卖家注册邮箱发侵权通知函。下面就是Lily收到的来自亚马逊客服的侵权通知函原文。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收到平台通知函马上向运营总监报告，得到公司许可后立即向Amazon平台客服发电子邮件进行侵权申诉，下面是申诉原文。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由于退款率太高导致Wish平台封号，马上向运营总监报告，得到公司许可后立即向Wish平台客服发电子邮件进行申诉，下面是申诉原文。DearSellerSupport,Wearereallysorryforthehighrefundratiorightnow.

Wecheckalltheordersthatberefundedandfindthatalmostalltheorderhadbeenrefundedforthelongshippingtime.Itisknownthatweofferalltheorderswithtrackingnumbersandhopetoofferabettershippingserviceforus,resultinginthattheshippingtimehadbeendelayed.

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

Pleasehelpusre-activateouraccount.WereallywanttoworkwithWish!Thanksforyourhelp.Yours,Lily

SampleVLily由于商品质量及物流太慢导致Wish平台封号，马上向运营总监报告，得到公司许可后立即向Wish平台客服发电子邮件进行申诉，下面是申诉原文。DearSellerSupport,Ifeelshockedandreallysorryaboutthis,wealwaysprovidebestproductsandserviceforcustomers.

Wearesocontributedontheproductsanddidn’tnoticethevenderisirresponsibleforhisproductsthatiswhynowwefacethissituation.

Wehavechangedthevenderandpromisewewillnevermakethishappenagain.

NowwehavethebestvendorsandthebestproductsalsoweareplanningtouseWishExpresstomakesurewecanprovidethefastestandsafeexpressservicetocustomers.

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

Thankyouverymuch.BestRegards,Yours,LilySectionBTypicalExpressions1.TheproductdoesnotinfringetheintellectualpropertyrightsoftheXXXbrand.该产品没有侵犯XXX品牌的知识产权./Theproductdoesnotinfringetheintellectualpropertyrightsofanybrand.该产品没有侵犯任何品牌的知识产权.2.ThisproductisnotXXXbannedbyWISH.该产品不是WISH禁售的XXX.3.Thetitle,description,label,picture,color,andsizeoftheproductarenotassociatedwithXXX.该产品的标题，描述，标签，图片，颜色，尺寸都与XXX没有任何关联.

Thetitle,description,label,picture,color,andsizeofthisproductarenotassociatedwithanybrand.该产品的标题，描述，标签，图片，颜色，尺寸与任何品牌都没有任何关联.4.Theproductdoesnothavevagueinformation.

该产品也不存在模糊的信息.5.Thisproductdoesnotcontainsexuallyexplicitcontent.

该产品不含有露骨的淫秽内容.6.Thisproductwillbeabletohelpbabiesandparentsaroundtheworld.MyshopisgoingtousealotofmoneytodoPBforthisproduct.Pleasere-determine.该产品将帮到全世界的婴儿以及父母，我的小店准备用大量的钱为该产品做PB，请平台重新判定.7.Thisproductisjustanordinaryproduct,ithasbeenmisjudged,pleasere-judge.该产品只是一件普通的产品，它被误判了，请重新判决。

SectionCComposition-TranslationPartIIntegratingtheChinesefollowingbasicinformationintoEnglish.亲爱的亚马逊，

我们之间已经产生了误会，关于“粉红生活（Pinklife）”商店销售假冒/知识产权/商标侵权投诉事件是一个误会。我们并没有提交申诉材料。显然一个名为“蓝色（Blueety”的实体正在使用Sun商标并向亚马逊提交了虚假报告。

作为卖方“粉红生活（Pinklife）”并没有侵犯任何知识产权，也没有试图出售Sun的任何假冒商品。

如果能立即撤回上述两项投诉，并将其从亚马逊的“粉红生活（Pinklife）”账户中删除，我们将不胜感激并增加在本产品中PB的投入。如果有必要需要我们提供除上述内容以外的任何额外信息，请立即通知我们。

谢谢您的支持！

您的

Lily

PartIIIntegratingtheEnglishfollowingbasicinformationintoChinese.Hithere,

Frommyobservationsoftheinformationyouprovided,itlookslikeyouhavesubmittedeverythingwewouldaskfortoappealaninfringementcomplaint.

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