操纵评论被封，写行动计划（POA）模板分享

关于亚马逊政策及申诉要点

在制定行动计划（Plan of Action，简称 POA）之前，先来回顾亚马逊政策：

禁止的卖家活动和行为

卖家应保持中立态度请求买家提供反馈和评论，不可试图影响或夸大评分、反馈和评论，不能有以下举动：

1. 通过付费或提供奖励（如优惠券或免费商品）来请求买家提供或删除反馈或评论；

2. 要求买家只写正面评论或让其删除或更改评论；

3. 仅向有良好体验的买家征集评论（即仅向留下积极反馈的买家索评存在风险）；

4. 对自己或竞争对手的商品进行评论。

申诉路径

1. 卖家后台-绩效通知-找到并打开相关通知邮件，点击 Appeal；

2. 直接用注册邮箱发申诉信给相关团队；

3. 开 case，请求亚马逊客服帮忙转发给相关团队（注册邮箱发邮件被退回时）。

申诉信结构

1. 问题产生的具体原因；

2. 目前已采取解决该问题的措施；

3. 未来避免该问题再次发生的措施；

4. 关于自身优势（一般 POA 即以上三步，此处是本人写申诉信会加上的，主要是陈述开店以来的优势，表明自己是优质卖家，让亚马逊网开一面，给予机会）。

一封成功的 POA 内容分享

Dear Amazon Team,

Greetings. This is Amazon seller（店铺名）. We received the notice of manipulating Amazon customer reviews on （日期）. Thank you for giving us a chance to state our detailed plans regarding this policy issue. We are truly sorry about our ignorance and sincerely apologize for the awful mistake we made.

We believe the reason for this is that we hired new staff to our company who lacks knowledge of the rules and policies when selling on amazon. We failed to train our new staff to understand Amazon\'s prohibited policies.

1. The method we used to manipulate reviews: we sent an email to the customer and stated that we hoped he could help us update the review on (日期). After checking the correspondence, we feel extremely ashamed.

The message our new staff sent to the customer is as follows: (order ID: XXX)

Thanks for your response. We will give you a refund. If you are satisfied with my service, would you mind helping me update the review?

2. We don\'t have any contact information, identifying information, or documents for any third parties because we didn\'t obtain prohibited reviews through third parties. All bad reviews were updated through buyer-seller messages when we helped customers solve problems before.

(Please find attachments to see the apology letters and details of the order id, contact information, and remaining comments.)

We have taken these actions to resolve the problem:

1. We have carefully read the Amazon “Selling Policies and Seller Code of Conduct” and “Customer product reviews” Policy. We have understood that we cannot ask for positive reviews, ask for reviews only from buyers who had a positive experience, or ask a reviewer to change or remove their review.

2. We have checked all the buyer-seller messages and sincerely apologized to the buyers for this behavior. If the buyers have any problems that need us to solve, we will reply to the email and provide the best solution within 24 hours.

3. We have organized a meeting to make our existing staff learn lessons from this problem. At the same time, enhance their knowledge of amazon policies.

The steps we have taken to prevent product review manipulation in the future:

1. We will thoroughly review all Amazon Policies and Agreements and arrange for experienced staff to enhance the new staff training. Moreover, we have set up rules in the company that all of our emails must be carefully reviewed and would not violate any Amazon policies before sending to customers.

2. Learn how to seek the help of the great amazon seller support team. We have encouraged our employees to contact the seller support for help when they have any confusion about new policies so that we can provide good service to customers and strictly abide by all of amazon\'s policies.

3. We will ship all items via FBA service, which we realize can better the shopping experience for customers. Let customers be able to shop happily on Amazon.

4. We will attend the Early Reviewer Program to hear the buyer\'s voice. And we will value the customer\'s opinions and upgrade our products. Continue to improve the supply system. Give high priority to orders and distribute the received orders as soon as possible. Customer satisfaction is our top priority, as is the amazon policy.

We have carried out these plans; we believe we would not make the same mistake again. We will try our best to do it. Keep learning from “Selling Policies and Seller Code of Conduct”.

About our current metrics:

As a responsible seller, we always abide by the rules of amazon to create a good shopping experience for customers.

1. We always focus on providing good customer service to the clients. We usually reply to the customer\'s inquiry within 24 hours.

2. Our late shipment rate and pre-fulfillment cancel rate usually meet amazon\'s standards.

3. We don\'t have any listing policy violations, product safety complaints, Product Condition Customer Complaints, Customer Product Reviews Policy Violations, and listing Policy violations until now.

We really feel thankful for the correction and supervision of the Amazon team. We have learned a valuable lesson from this incident. We will strictly implement the amazon policy in the future. We hope Amazon can give me a chance to reactivate our account. If there\'s any other information you need, please feel free to contact us.

Look forward to your reply soon.

Sincerely

店铺名

（来源：K 哥聊出海）