EMAIL #1
March 17, 2015 at 12:54 PM
Question
Do you carry this product (Apple’s leather case for the iPhone 6 Plus) in white? Thank you.
Answer
March 17, 2015 at 4:00 PM[1]
Hello,
I do understand your concern that you’re interested in this item.[2]
Unfortunately, we don’t have any more stock of the case in white color right now,[3] and we’re not sure when we’ll be able to get more.[4]
In this case, we’re waiting to receive more inventory of this item from the manufacturers directly instead from our reliance suppliers.[5]
I’ve passed your message to the appropriate department in our company for consideration so that they can make arrangements to avail this item.[5]
I’d suggest checking our website from time to time to see if this item is available. If anyone is selling it, you’ll see a “More Buying Choices” box on the product detail page.[6]
You might also want to check our international sites (www.amazon.com/international) to see if the item is available. Orders placed at these sites cannot be combined with Amazon.com orders and will also be shipped from outside the U.S., so international shipping costs will apply.[7]
Thanks for your patience and understanding. We hope to see you again soon.
Best regards,
Nijan R[8]
Analysis
1. Wow that was quick!
2. Restates my problem.
3. Bottom-line up front.
4. Preemptively answers my first follow-up question.
5. Explanation.
6. Alternative solution.
7. Another alternative solution.
8. Name
EMAIL #2
Greetings,
Thank you for contacting Amazon seller support.
From your email, I do understand your concern regarding ASIN B002GHBUTK.[1] I deeply regret any inconvenience caused to you with this regard.[2]
Upon reviewing this ASIN, I found that these are restricted by our Business team. These products have been restricted based on reports that some customers have received products that are inconsistent with the product detail pages.[3] Due to the nature of this restriction, Seller Support cannot provide further information or approve requests to list.[4]
To ensure buyer satisfaction we occasionally restrict the sales of certain products to pre-approved sellers. Although certain sellers may be listing these items, Amazon is not accepting new offers at this time.
While we do not have a specific date when we expect these restrictions to be lifted, these restrictions are intended to be temporary in nature.[5]
Unfortunately at this time we do not have a way to appeal this decision, nor is there a way to apply for approval to list this item. I am very sorry for any inconvenience this causes you.[6]
These decisions are taken by our Business team at a higher level where Seller Support does not have any insight into, hence I am unable to provide further information related to the restriction.[7]
While I truly want to help you in this situation,[8] please know that we at seller support do not have authority to influence or make immediate changes to the currently existing policy and service terms as these are implemented by Business team.[9]
I understand that this might be frustrating and may cause inconvenience to you. I deeply empathize with your situation and request your understanding and co-operation for this.[10]
Again I sincerely apologize for the little information I was able to provide you regarding this issue. If there was more I could provide I would, but we at Seller Support do not have that information due to factors out of our control.[11]
Please note that we will also try to get in touch with you to discuss the issue.
Thank you for selling with Amazon,
Vinod Nukapur[12]
Amazon.com Seller Support
Analysis
1. Identifies the product about which I’m inquiring.
2. Apology.
3. Explanation.
4. Our hands are tied.
5. Silver lining.
6. Our hands are tied.
7. Our hands are tied.
8. Empathy.
9. Our hands are tied.
10. Apology and empathy.
11. Apology and empathy.
12. Name
