四天前，他们的Shopify店面忽然无法用了，急忙联络客服人员。刚联络三分之一，Shopify的发送最新消息就接踵而来。文本如下表所示

Please be aware that we have temporarily suspended your account. Your store, *****.myshopify.comhas been flagged for listing face masks, hand sanitizer or other high demand items related to the coronavirus pandemic at excessive prices. Shopify considers price gouging to be a violation of its Acceptable Use Policy(AUP) subject to account termination.

If you feel your account has been flagged incorrectly, please reply directly to this email with evidence demonstrating you are selling the applicable products at fair retail prices. For example, evidence of the manufacturers suggested retail price.

You can access our Acceptable Use Policy here and our Terms of Service here.

Thank you for your understanding,

Shopify

大体原意也就是说他们贩售禽流感有关的脆弱商品，存有蓄意低价转卖或是诈欺的前科。在没提供更多有关invoice等不利确凿证据前，店面被暂停用。那个吓得他们冒了华服吓了一跳。做了详细的预测后，他们找寻了该地消费市场其它大网络平台的数个类似于商品的镜像和截屏。并附有一封信珍利，急忙给Shopify安全可靠校正职能部门发了往后，文本如下表所示：

I did reasearch and talked to my seller who sold the masks to me. Then i learn more information about this event. Be honest I dont think this mask price has above issue, the reason is

1 These masks are imported from China that usually supply the 1/2 of the global market per year , this country is suffering the coronavirus pandemic, all manufactures stop producing, meanwhile billions Chinese people are desperately need the masks. The most worst thing is the whole country lacked of the material that cant supply such huge demand which suddenly increased. Even the government try to control the price, the price still increased to AUD25/50 pcs for wholesale.

2 All the masks are shipped by air freight, the number of flights has been halved during this coronavirus pandemic. For this reason the China domestic postage is AUD 1.1/50 pcs, plus international postage increased to AUD 2.0/50 pcs, which total amount would be AUD 3.1/ 50pcs.

3 Import tax(Free) and imported GST would be (25+3.1) * 10%= AUD 2.8.

4 the total cost that get these masks in local warehouse would be 25(sold of cost)+3.1(postage)+2.8(GST)=AUD30.9

4 My dropshipping dealer’s wholesale price is AUD 41.4 includes GST

5 my retail price is AUD 59 with free postage(Australia local postage would be AUD10-AUD12), includes GST that i add less than 20% grass profit.

Conclusion, i dont think my dealer and my price is unreasonable. Also this mask price are are changing greatly every day between China and Australia(ebay.com.au would be a good reference to show the real prices ) , however my dealer and i have stock with above cost, we take big risk for reducing price greatly. So there is no reason i mark a higher price to make incredible profit and ignore the big risk of the current stock in warehouse.

We have over 20 employees to run this auto parts business, the coronavirus pandemic are destroying our usual business system, that is why we sell these masks to make extra incoming to feed our 20 boys and girls. For above reason and facts, i hope you can understand the reason and consider the situation to re-active my store. Or let me know what should i do with this, removing the ads or other solutions thanks.

Kind regards

Max

这封信的大体结构是，

1预测了目前国内供应商，和整体供应链的实际情况和困难。

2 以上困难导致了采购和物流成本飞速上涨。

3 把每个供应链环节的账，清清楚楚算了一遍。

4 把目前该地消费市场的情况预测了一下，并且找寻代表性的镜像，附有截屏作为案例加以预测。

5 打感情牌，生意艰难，迫不得已尝试转型贩售禽流感有关商品。

6 表决心，表态度，愿意积极聆听建议，积极修正错误。

结果第二天，店面就恢复正常了。通过这次事件，他们感觉Shopify并不是一个完全不讲道理的网络平台。他们在信中特别强调了，他们积极主动的沟通是让他们认真处理那个case的主要原因之一。并且，邮件思路比较清晰，论证和确凿证据逻辑性强，经得起推敲。

说几句题外话，了解西方人的文化和思维方式，对于运营国际网络平台有很大帮助的。他们的解释一定要合理，真诚，千万无法耍小聪明，你以为人家老外傻不知道，就可以骗两句蒙混过关。殊不知道，一旦发现，被处理的结果是相当惨痛的，而且所产生很多严重后果是无法挽回。我周边的很多海外朋友都有类似于的经验教训。就一句话credit 信用在国外是不可以透支的，整个西方文化都是建立在那个基础，所以千万不可以在这上面耍小聪明，从而酿成大祸。

另外就是，外国人虽然有时刻板讲原则规矩，但是很多时候是讲人性的humanity，这是一种人文关怀。这些情况常常体现在递交签证，移民资料，或是入学申请时体现的时候。比如在你急需要家庭团聚，赴外医疗时，移民官，时常会根据个人特殊情况，灵活处理。但是，还是那句话，切不可有滥打感情牌，对方一旦发现你有说谎前科，反而会重重惩罚。

以上是我对那个案例的描述和感受，并且觉得这也算是一个比较有代表性的，结果也还算不错的案例，所以拿出来和大家分享一下。看看大家对此有什么看法，他们可以讨论一下。