How to appeal a Customer Product Reviews Policy Violation
Hello ,
I need your help how to write prompt Plan of Action for How to appeal a Customer Product Reviews Policy Violation.
I received worrning fro amazon and my account health drop to zero so i need take prompt action to avoid account deactivation.
Any help much appreciate.
Big thank you in advance
How to appeal a Customer Product Reviews Policy Violation
Hello ,
I need your help how to write prompt Plan of Action for How to appeal a Customer Product Reviews Policy Violation.
I received worrning fro amazon and my account health drop to zero so i need take prompt action to avoid account deactivation.
Any help much appreciate.
Big thank you in advance
6 Antworten
Seller_2EG6N58tYDYmC
I had similar issue and customer was definetly wrong, i was right yet policy warning didn't go away - I can't remember how long - maybe two months or so..
It shouldn't take you to zero though, that's quite a bit drop.. What did the customer say?
Seller_pKdF0dnvoraDu
Hello @Seller_REwtYuQasJjJa,
Virgil here to assist.
Hello ,
I need your help how to write prompt Plan of Action for How to appeal a Customer Product Reviews Policy Violation.
I received worrning fro amazon and my account health drop to zero so i need take prompt action to avoid account deactivation.
Any help much appreciate.
Big thank you in advance
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
This is not about what customer said .Ill copy email from amazon.
Hello BeastBodySupplements,
Based on your Account Health Rating, your account is at risk of imminent deactivation. We’ve found that you may have corresponded with customers to influence their reviews on one or more of your products, which is a critical violation. Funds will not be transferred to you but will stay in your account while we work with you to address this issue in accordance with the "Funds Withholding Policy":
https://sellercentral.amazon.co.uk/gp/help/help.html?itemID=G9RA9LYBJ3QP27M6
Why did I receive this message?
All sellers on Amazon are expected to follow Amazon selling policies and Seller Code of Conduct. Asking customers to write positive reviews on your products or to remove or modify negative reviews is against our customer product reviews policy. This violation has a negative impact on your account health and, if left unaddressed, it may lead to account deactivation. Sellers are not allowed to manipulate customer reviews or ratings. This Amazon policy prohibits activities such as:
-- Offering to provide a refund or reimbursement after the buyer writes a review, which includes reimbursement via a non-Amazon payment method. This could be done via buyer-seller messaging on Amazon or directly contacting customers or using third-party services, websites, or social media groups.
-- Asking a reviewer to change or remove their review. They might also offer a refund or other compensation to a reviewer in exchange for doing so.
-- Diverting negative reviews to be sent to them or to a different feedback mechanism while positive reviews are sent to Amazon.
Amazon strives to maintain customer trust and provide the best possible shopping experience. We investigate and take actions when we detect any attempts to manipulate customer reviews. For further information on this topic, go to "Customer product reviews policies" in Seller Central:
https://sellercentral.amazon.co.uk/gp/help/help.html?itemID=YRKB5RU3FS5TURN
What can I do to avoid account deactivation?
To avoid account deactivation, appeal or dispute the violation that led to your account being at risk within 3 days of this notification. To do so, follow the instructions in the banner at the top of your "Account Health" page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard
We’re here to help.
If you have questions, contact us:
https://sellercentral-europe.amazon.com/cu/contact-us
You can view your account performance on the "Account Health" page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_ahr
You can also select "Account Health" on the home screen of the Amazon seller app, on your iOS or Android device. The "Account Health" page shows how well your account is performing against the required performance metrics and the policies.
Customer reviews are an integral part of the customer shopping experience on Amazon. Customers use these reviews to learn more about the product, assess whether it fits their needs, and make informed purchasing decisions. Customer reviews also help sellers understand their customers’ sentiments about their products, what features or aspects of the products customers like, and what areas need improvements. Reviews also provide sellers with ideas on how to improve their products. In order for customer reviews to continue to provide these benefits to customers and sellers, they have to remain a true and authentic reflection of customers’ experiences with the products.
For more details kindly visit:
https://sellercentral.amazon.co.uk/help/hub/reference/YRKB5RU3FS5TURN
In appeal i have 4 boxes to appeal as my Plan Of Action
1.A detailed description of all methods you used to post or obtain customer reviews that are prohibited by Amazon policies
2.Contact information (for example, name, email address, and website) for any third parties you engaged to manipulate reviews or obtain prohibited reviews.
3.Identifying information for any customer accounts you or a third party used to post prohibited reviews.
4. Where is write teh ASIN
Would you be able to help what i should write in each box please
In order to receive dedicated assistance with the plan of action, we recommend you to speak to an account health specialist via phone call. You can reach the account health specialist via the 'call me now' button on your account health page:
https://sellercentral.amazon.co.uk/performance/dashboard
Thank you for your post. I hope my response is beneficial towards your business.
Kind Regards,
Virgil.
Seller_sg54Fq7GfBZzn
So, I am hoping I can help a little.
If Amazon have flagged it, then its going to be generally a violation of the ToS which is a huggggge no no.
Typically it can include things, but not limited too, sending an email asking for five star reviews, offering your product for free reviews or incentivising people to leave positive reviews
A lot of people will include inserts in their products with an addresss that will lead the customer off Amazon, big in fact hugggge no.
My first port of call would be to check your email messages, if you have an auto set up, make sure your not asking for a review of 5 stars, or can be seen to be incentivising buyers to leave a review.
The reality is, you need to identify what you did that was wrong, you need to explicitly lay it out to amazon, explain what you did, who you used and why it was a violation. Then explain what you have done to fix it, and also what you will do in future.
If they have issued this, then most likely someone has complained about an insert and email or the system has detected something your doing you should not be.
Denying it, generally wont work. I wish it was sometimes more specific, such as "on this day you sent x an email, this is a violation" however, its not.
Key things, first, make sure you have stopped whatever it was that got you flagged, the last thing you need to do is put out one fire to have another one
Then identify the issue, be honest, explain who you used, when, why and provide them all the details
Nobody can answer these for you I am afraid as only you know what was or wasnt done, so anything someone sends you would be best guess at this point.
For sure though, reach out to their account specialists to get bespoke advice. But above anything, make sure whatever caused it, is stopped
