中小企業(yè)對(duì)外貿(mào)易談判 課件 M2-6-Task Six Complaints Settlement

中小企業(yè)對(duì)外貿(mào)易談判

ForeignTradeNegotiationofSmall-Medium-SizedEnterprises項(xiàng)目二跨境電子貿(mào)易

ModuleTwoCross-BorderElectronicCommerceTrade

TaskSixComplaintsSettlement知識(shí)目標(biāo)學(xué)習(xí)跨境電子商務(wù)中投訴內(nèi)容；學(xué)習(xí)跨境電子商務(wù)中投訴處理藝術(shù)；學(xué)習(xí)相關(guān)商務(wù)溝通書面英文表達(dá)方式；能力目標(biāo)能夠準(zhǔn)備投訴處理材料；能夠順利開展投訴處理活動(dòng)；能夠投訴處理往來信函；思想政治教育目標(biāo)了解中國特色大國外交內(nèi)涵與意義；能應(yīng)用中國特色大國外交原理解決實(shí)際問題；TaskDescriptions杭州紅粉服飾有限公司跨境電子商務(wù)部運(yùn)營專員Lily與某跨境電商平臺(tái)協(xié)商處理關(guān)于產(chǎn)品侵權(quán)、客戶投訴、帳號(hào)暫封等事宜。SectionATypicalSamplesSampleI當(dāng)亞馬遜平臺(tái)判定賬戶發(fā)生關(guān)聯(lián)，會(huì)給賣家注冊(cè)郵箱發(fā)賬戶關(guān)聯(lián)警告信，下面就是Lily收到的來自亞馬遜客服的賬戶關(guān)聯(lián)警告信原文。HellofromAWearewritingbecauseithascometoourattentionthatyouareoperatingmultiplemerchantaccounts.Thisactivityisinviolationofpolicies,whichstatethat“operatingandmaintainingmultipleselleraccountsisprohibited.”Inaccordancewiththispolicy,pleasecancelalllistingsonyourxxxxaccount,andlimityoursellingactivitiestoyourxxxx2account.Pleasenotethatfailuretocomplywiththisrequestmayresultintheblockingofallofyoursellingaccounts.Weappreciateyourcooperationinthisimportantmatter.Regards,SellerPerformanceTeamA

SampleII

當(dāng)亞馬遜平臺(tái)判定賣家發(fā)生侵權(quán)行為，會(huì)給賣家注冊(cè)郵箱發(fā)侵權(quán)通知函。下面就是Lily收到的來自亞馬遜客服的侵權(quán)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(tái)通知函馬上向運(yùn)營總監(jiān)報(bào)告，得到公司許可后立即向Amazon平臺(tái)客服發(fā)電子郵件進(jìn)行侵權(quán)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(dǎo)致Wish平臺(tái)封號(hào)，馬上向運(yùn)營總監(jiān)報(bào)告，得到公司許可后立即向Wish平臺(tái)客服發(fā)電子郵件進(jìn)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(zhì)量及物流太慢導(dǎo)致Wish平臺(tái)封號(hào)，馬上向運(yùn)營總監(jiān)報(bào)告，得到公司許可后立即向Wish平臺(tái)客服發(fā)電子郵件進(jìn)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(chǎn)品沒有侵犯XXX品牌的知識(shí)產(chǎn)權(quán)./Theproductdoesnotinfringetheintellectualpropertyrightsofanybrand.該產(chǎn)品沒有侵犯任何品牌的知識(shí)產(chǎn)權(quán).2.ThisproductisnotXXXbannedbyWISH.該產(chǎn)品不是WISH禁售的XXX.3.Thetitle,description,label,picture,color,andsizeoftheproductarenotassociatedwithXXX.該產(chǎn)品的標(biāo)題，描述，標(biāo)簽，圖片，顏色，尺寸都與XXX沒有任何關(guān)聯(lián).

Thetitle,description,label,picture,color,andsizeofthisproductarenotassociatedwithanybrand.該產(chǎn)品的標(biāo)題，描述，標(biāo)簽，圖片，顏色，尺寸與任何品牌都沒有任何關(guān)聯(lián).4.Theproductdoesnothavevagueinformation.

該產(chǎn)品也不存在模糊的信息.5.Thisproductdoesnotcontainsexuallyexplicitcontent.

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

SectionCComposition-TranslationPartIIntegratingtheChinesefollowingbasicinformationintoEnglish.親愛的亞馬遜，

我們之間已經(jīng)產(chǎn)生了誤會(huì)，關(guān)于“粉紅生活（Pinklife）”商店銷售假冒/知識(shí)產(chǎn)權(quán)/商標(biāo)侵權(quán)投訴事件是一個(gè)誤會(huì)。我們并沒有提交申訴材料。顯然一個(gè)名為“藍(lán)色（Blueety”的實(shí)體正在使用Sun商標(biāo)并向亞馬遜提交了虛假報(bào)告。

作為賣方“粉紅生活（Pinklife）”并沒有侵犯任何知識(shí)產(chǎn)權(quán)，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(xiàng)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(chǎn)品中PB的投入。如果有必要需要我們提供除上述內(nèi)容以外的任何額外信息，請(qǐng)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