昨天收到case之后写了申诉信。
Dear Amazon.de Technical Sales Service Team,
Thank you for telling us about the buyer feedback of our product. We understand quality is quite important for the product. Upon receiving the notification, we launched the related research process to identify the issue immediately.The following are the issue that caused the complaint, the steps we have taken to resolve the issue and prevent similar complaints in the future.
1. Item defective.
(1) Our packing is not good enough. The product are damaged in transit.
(2) We didn't do more strict and careful inspection before shipment. So the customer has received the bad product.
In any case, we have a certain responsibility for it, we are very sorry for this. 
2. Actions that we took already:
(1) Compensate customers and take our responsibility.
 If customers buy a defective product, and they ********** by e-mail. we will give you some compensation, or send again another new product to him.
(2)Improve after sales service
We will check our emails, feedback and product review timely. Once we receive the inquiry and complaint from our customers, we will try our best to reply them within 12 hours, conscientiously analysis the causes of the problem, and provide our customers with a satisfied solution as soon as possible. We guarantee that the similar problem will not happen again. 
3. Actions that we have taken to ensure similar situation won’t happen again:
(1)  We will provide better packaging to avoid damage to the product during transit.For example, we will use more foams in the carton of this product.
(2)  Strictly check the products before entering warehouse and shipment.
Enhancing warehouse-out inspection is what we need to do. We have carefully checked the products before entering warehouse and shipment.  If the products defective, we will immediately pick out the defective itme and won’t send them to our mutual customers. 
(3) Improve our service.
In order to provide our mutual customers with a better shopping experience, we guarantee that we will help them exchange the products for free under 2 year warranty.
(4) Carefully learn and strictly obey Amazon’s policy.
We will carefully study and strictly obey Amazon’s rules and policies, such as,
“Getting Good Feedback with Customer Service” etc. We guarantee that the similar problem will not happen again.
It is a great honor for us to sell products on Amazon. We will strictly obey Amazon’s policy. We guarantee that the similar problem won’t happen again. We will cherish this chance and keep working hard to grow together with Amazon. 
Thanks very for your kind help and have a nice day.
Best regards,今天回复我说是否可以移除库存。请问怎样回复才可以不移除库存呢？