亚马逊卖家收到刷单警告, 刷了? 没刷? 怎么申诉?
5273亚马逊刷单是一条高压线,但是卖家为了快速推品,一直和亚马逊玩躲猫猫游戏
你出警告,我申诉通过，接着刷
你删listing, 我变个身，换ASIN刷
你删评，我找几十个服务商，上千单送测
你关账号，我开他几百个，接着刷
2021年，亚马逊因刷单问题关了几万家店铺，直接连品牌一块封，这下彻底把我等卖家搞怕了。
但是我发现，最近还是有小朋友找我诉苦，账号因为刷单被封了，我也是无语，现在还敢刷吗？
有人说服务商保证，资源可靠？在亚马逊的科技面前，大卖们都不敢保证自己不会被抓，服务商何德何能，靠嘴保证？
还有些是没刷，也收到警告了，好在人不多。根据这两种情况，我就把我店铺被封申诉回来的经验，完整发出来，希望小伙伴们能救回账号
01
刷单为什么会被抓到
首先从买家角度，有以下原因：
1) 买家或者说买家账号专职做测评，频繁刷。今天买卫生巾、电动充气泵，明天买轮椅、婴儿尿不湿，后天买跳蛋、锄头.乍一看，好像也没什么问题，但是每一个用户在亚马逊的数据库里，都会通过购买产品，形成一个数字化的画像，而这个频繁做测评，什么东西都买的买家，很难通过数据建模，形成一个正常的数字化人物。反推一下，这个买家肯定有问题
2) 买家账号留评率远高于正常水平。每一个买家在亚马逊平台的动作都会被收集到数据库去分析，别人下十单才可能留评1-2单，你下10单，留9单，还都是5星好评，你是上帝派给卖家的天使咩？！
3) 服务商批量注册买家账户，使用自养号，盗黑卡下单测评。这种账号，大概率会遇到亚马逊检测，要求验证。想通过验证，需要花费比重新养号还要高。服务商自然不会重新养，于是有些自养号，测评以后，赶紧上评，遇到亚马逊验证，直接扔掉不管了。
在亚马逊这边看来，如果超过一定期限，这个号码还不能通过验证，亚马逊会判定账号有问题，直接撸空这个买家账号的评论。这也就导致，亚马逊虽然没抓到你刷单，但是你的评论被撸掉了，就是因为买家账号死了
4) 卖家用同一批买家账号测评，有一个卖家被抓到，有可能订单关联，导致被抓到。服务商、测评买手就那些，卖家们用来用去，重叠使用的概率很高，以亚马逊的手段，抓住爷爷，带出8个葫芦娃，还是轻而易举的
5) 服务商数据泄露。这个搜下新闻就知道了，大型服务商数据库泄露，导致大量卖家被标记。
其次从卖家角度，有以下原因：
1） 单量异常。大量刷单，不刷就掉，刷了就上去，有时候送测送不出去单量就少，掉到几百名，有时候送测多了，突然冲到小类前10，数据极其异常
2） 流量异常，同上
3） 卖家订单留评率异常。留评率一般要控制在1%左右，新品出单少，有卖家舍不得花费，放出去的单子要求全部留评，新品出单又少。留评率一下子就很高，一段时间稀释不了，留评率还在上升，账户风险就高了
02
收到警告先自查
1） 确认自己刷过单，整理测评单号，对应评论链接，准备好聊天记录截图，服务商信息（这个可以根据需要制作，真真假假即可）
2） 确认自己没刷，检查单量是否异常，检查流量是否异常。后台导订单报表、广告报表，如果有安排站内促销、站外促销，要导出报表，作为证据，申诉内容需要提供。
03
找靠谱服务商做账户体检
被亚马逊抓到刷单，发来警告以后，千万不要着急立马申诉。第一次申诉很关键，盲目申诉，很可能因为提交的证据不充分，被亚马逊审核团队打回来，多次被打回来，账户回来的概率会降低很多。
最好的做法是，找靠谱服务商做账户体检，体检内容会直接告诉你，你的账户哪些订单被标记为刷单，是哪个ASIN，在什么日期被标记的。申诉的时候，需要把这些内容放进去，基本上一次就过了
下图是刷单后，服务商做的账户体检内容
04
如何写申诉
A． 确认没刷单，申诉大纲
1） 开局说明亚马逊店铺资料信息
2） 描述我申诉的是亚马逊卖家账户Shua单别关掉问题，便于亚马逊审核团队定位问题
3） 解释亚马逊认为我刷单的原因。
把所有的订单都下载出来，找出是否有异常订单，从下单量、下单频次看，猜测是否是这些触发亚马逊审核。分析差评单量起伏的时间段，看是否有操作促销、降价、站外活动、广告加大，导致销量暴涨，把分析和报告加入进来。
2）解释所有的订单都是真实订单，并放上证明文件
首先，所有的产品都是FBA配送，非虚假订单。第二，产品花了多少广告费，出了多少单，这个产品的主要是靠广告推起来的。第三，促销推广做了哪些，从什么时候开始做，出了多少订单，
3）怎么防止以后再次出现这个问题
首先，是遵守亚马逊的规定。其次，全部使用FBA的服务。最后，我会继续加大广告投入，未来的一年广告预算是多少，这个数值你可以编一个。站内站外活动安排哪些，预计花费多少，出单多少
B． 确认刷单，申诉大纲
1） 开局说明亚马逊店铺资料信息
2）描述自己申诉的是亚马逊账户因S单被关掉问题，便于亚马逊审核团队定位问题
3）阐述自己为什么Shua 单，可以甩锅，大家自己发挥，尽量甩的漂亮点，不要都甩一个原因头上，审核人员每天看那么多申诉，不是吃干饭的
4） 重点：供述找谁S单的，shua了哪些单 。这个动作极其重要（真真假假即可）
如果没有这些内容，或者供述的不够多，接下来可能就要二次申诉，三次申诉了，账户申诉回来的几率大大降低
5）解决措施。给的措施要到位，并且要量化。
什么叫量化，比如说你安排人给新员工培训，那要说出来你几月几号安排的，安排了多少人，请的培训导师是谁，有什么样的资历，为什么他培训就能防止你们公司有人继续S单，培训的视频有没有，照片有没有，培训后，有多少人理解了，理解以后，有没有反馈，反馈了，有没有形成条文，制度，会怎么实施这些条文制度。
05
刷单申诉模板合集
Tips: 给出的模板是套路，是思路，是框架，请大家自行发挥，如果直接照抄，可能会导致账号关联，俺拒绝负责，周知！！！
1） 确认未刷单，申诉模板
Dear Amazon Seller Performance Team,
This is an Amazon seller of xxxxx in the US.
Seller Name：xxxxxx
Merchant Token：xxxxxx
Tele：xxxxxx
Date: xxxxxx
Issue: We received a policy warning that may offeredcompensation for Customer Reviews.
However after careful inspection, we found that thismay be a mistake by the Amazon review team. we did not violate Amazon’s policyand offer compensation for customer reviews.
1. Root Cause of the Issue:
- Method: We have offered compensation in exchange forcreating reviews
- Detail Description:
A) I downloaded all the orders in the Amazonseller account, and found out a person's multiple purchase records. It may bethat the customer's purchase behavior is marked as abnormal.
Thecustomer information is as follows:
ordernumber : xxxx
orderinformation: xxxx
customerpayment information: xxxx
B) Recently, our company has developed a newproduct. After the price has been reduced, the unit volume has increasedrapidly, which may trigger the review.
Beforeprice reduction: time period is xx-xx, order is 10/day
Theprice reduction time period is: 11/1-19/1, the order is 50/day
Pleasecheck the attachment report. (File name: XXXX)
...
C) All my products are delivered by FBA, whichare real purchases, and there are no fake orders
D) After we sell the new product (ASIN: xxxxx),I activate Sponsored advertisements. The product orders mainly rely onadvertising promotion. From XXX time to XXX time, XXX advertising fees arespent, and XXX orders are placed. Please check the attached advertisement orderreport I downloaded.
Pleasecheck the attachment report. (File name: XXXX)
E) After we sell the new product (ASIN: xxxxx),I contacted the XXX platform and did off-site promotion. From XXX time to xxxtime, it took XXX advertisements and XXX orders. Please check the attachedreport on off-site promotion orders.
Pleasecheck the attachment report. (File name: XXXX)
2. Description of steps you have taken to prevent productreview manipulation within your organization and how this will prevent futureviolations.
A) We will strictly abide by Amazon'spolicies, and invite operation managers with 5 years of Amazon operationexperience every week to give employees Amazon policy training to ensure thatevery employee is proficient in Amazon policies
B) We will keep Amazon FBA service to providefast shipping and better shopping experience for all of our customers. At thesame time, we will cooperate with strong and reliable logistic company todecrease any defective items during the delivery to Amazon Warehouse.
C) I will continue to increase advertisinginvestment. The advertising budget for the next year is $50000. We will applythe Best deal and lighting deal to promote our products, we will also work withother deals site to products, such as: slickdeals, kinja, Hip2save, VIPON
Thank you so much for your time, please give us achance to serve our customer again. If any other information is necessary,please let us know.
Best regards
XXXXx
2） 确实刷单被抓，模板一：
Dear Amazon Seller Performance Team,
This is an Amazon seller of xxxxx in the US.
Seller Name：xxxxxx
Merchant Token：xxxxxx
Tele：xxxxxx
Date: xxxxxx
Issue: We received a policy warning that may offeredcompensation for Customer Reviews.
We are very sorry for the mistakes we made on someproducts this time. After receiving the policy warning email, we will focus onfinding the root cause and pay close attention to the Action Plan.
1. Root Cause of the Issue:
After we learned that there are third-party media inthe market that provide real reviews of buyers, we get in touch with each otherand conduct transactions.
- Method: We have offered compensation in exchange forcreating reviews
- Detail Description:
We started selling on Amazon in xxxx, but the Saleshas grown slowly. We learned a lot about increasing sales, sowe met agents whoprovided real reviews of buyers. At this time, we have not realized that thisbehavior has violated Amazon's policies. We trade with agents. The transactioncontent is that the agent assists us in finding buyers interested in theproduct. We provide the product for free, and then the buyer leaves their ownexperience of using the product.
Now we want to apologize for this action, we haverealized that this is a wrong approach and have already stopped all theirregularities actions to get reviews.
A). We would like to provide detail information of thethird-party training media and review agents for your reference:
1) Name: xxx
Contact Number: xxx
2) Name: xxx
Wechat ID: xxx
3) Name: xxx
Wechat ID: xxx
…
B). We have attached some of the screenshots which showthe chatting history and the bank transaction between us and the review agents.
Please see below:
Picture 1
Picture 2
Picture 3
…
C). Involved Order Numbers:
订单号 1
订单号2
订单号3
…
D). Review link
链接1
链接2
链接3
…
2. Description of steps you have taken to prevent productreview manipulation within your organization and how this will prevent futureviolations.
A) We stopped all cooperation with agents and will notcontact any review agents in the future. For the order which have been placed,we will not ask for any review.
B) Check all of our product`s listing to see if therestill have prohibited reviews left, if yes, we will remove them and correct allthe error that violates Amazon's rules immediately.
C) Instead of using the inappropriate way to sendafter sales email to our customer, we will provide more specific userguideline, technical support, customer return service.
D) We will continuous focus on improve our product`squality, to bring the best experience to our customer, and we only accept theoriginal review from the real customers.
E) To build a health seller community, we also canreport any action which is violating the Amazon`s rule.
F) We will be meeting this week to study Amazon'spolicies carefully. We will strictly notify every employee of what is prohibited
G) We will focus on product development in the futurein order to make competitive product to our customers. The only way to win themarket is to create the best product which meets the requirement of customers.False behavior cannot get real customer satisfaction
We cherish the opportunity to sell on Amazon. It is along term project to our team. We work very hard and always place customersatisfaction to our top priority. Please believe after this incident that wewill not take the act of brushing order to accelerate the growth of sales andbreaking the official policy of Amazon. This is strictly prohibited. We willactively cooperate with Amazon and comply with Amazon policy.
Thank you so much for your time, please give us achance to serve our customer again. If any other information is necessary,please let us know.
Best regards
XXXXx
3） 确认刷单被封，模板二：
Dear Amazon Seller Performance Team,
This is an Amazon seller of xxxxx in the US.
Seller Name：xxxxxx
Merchant Token：xxxxxx
Tele：xxxxxx
Date: xxxxxx
Issue: We received a policy warning that may offeredcompensation for Customer Reviews.
Thank you very much for your time to let us know thatour seller account is investigated because it might violate Amazon's CommunityGuidelines recently. Any attempt to manipulate ratings, feedback, or reviews isprohibited. We are deeply realized that it is a very seriously wrong behaviorviolating Amazon policy. We have thoroughly review Amazon Customer Reviewspolicies and immediately correct any violating actions.
According to Amazon's kindly suggestions, we have madea complete and thorough investigation immediately regarding the problems. Beloware the information for your to review.
Due to expand our business, our company recruited somenew employees. However, Since we did not conduct systematic and effectiveAmazon policy training for new employees in time, a new employee made a mistakeand manipulated product reviews. This is forbidden.
Since the poor sales performance of the product, shewanted to get some good reviews to improve the list as soon as possible, so shesurfing the group for searching third party which can provide this service. shebrowsed and added some groups on Facebook on August 11, 2000.
Then personsnamed "(reviewer)" contacted her on August 12, 2000 and said thatthey are Italy review intermediary and can provide services to find morereviews of our products. Because she is new employee, she didn't know that thiskind of behavior was forbidden. She only wanted to get more reviews to improvethe quality of list. Therefore, she agreed to cooperate with them.
2. - Method: We have offered compensation in exchangefor creating reviews
- Detail Description:
They discussed the terms of cooperation and reached anagreement. Reviewer came to find buyers to get reviews, and our staff pays acommission of $10 for each review. And they have added Wechat eachother. you could check the attachment of the wechat screenshot.（微信截图）
She also contact intermediarys on WeChat group.
The name of the group: xxx
Intermediary 1 name: XXX
Wechat ID: XXXXx
Intermediary name: XXXXXX
Wechat ID: XXXXX
They discussed the terms of cooperation and reached anagreement. Xxx and xxx came to find a buyer for comments, and ourstaff paid a commission of $12 for each comment. you could check theattachment of their wechat screenshot.（截图）
In addition, she contacted with the buyers of thenegative reviews, and some of buyers are agree with her to delete the negativereviews.
Involved Order Numbers:
订单号 1
订单号2
订单号3
。。。。。。。。。。
Review link
链接1
链接2
链接3
链接7
…
Please check our attachment ”Documentation from thirdparty”, which contains the chat history of Facebook and WeChat. We hope thatAmazon can delete all the reviews we have provided, and some reviews have beendeleted. We have deeply realized the mistakes and promised to never make themagain.
Now, we have profoundly reflected on this wrongbehavior. As mentioned above, inviting buyers to test our products forfree is a very wrong and stupid behavior. We should insist on providing a fullset of after-sales technical guidance and respecting the wishes of ourcustomers. We must not have any behavior that interferes with theirreview. The most important is that we cannot let them leave any reviews byletting them test our products for free. We have banned all stalls frompromoting our products and never leaving review from customers who get productfrom any other place.
So we solicit Amazon to remove these reviews to makeit fair.
3. A plan that explains howyou will prevent product review manipulation in the future
A) Strictly inspect all our listings.
Once we received the notification that our account isunder review, we checked whether all the other listings have the similarproblem immediately. All the related products have been double checked andguaranteed that all the reviews are normal. We promise that all the listingsdon’t have the similar problem now.
And we will never offer refund or other compensationto a reviewer in exchange for getting customers’ review.
B) Strengthen staff training.
We will enhance Amazon policy training for theemployees and make sure that every sales employees are clear about the detailedpolicies on Amazon. Meanwhile, we have invited some experienced people to trainour new sales employees until they master all the related knowledge regardingAmazon policies in order to avoid such mistakes caused by human factors. Inaddition, for the future business on Amazon, we will not only seek forexpanding the scale of sales on Amazon, but also make sure all the productscomply with the Amazon’s polices. We believe that we can do it better with aprofessional, skilled, and expanded sales team.
C) Improve our product quality and service.
All our products have been checked by professional QCteam to make sure that they are fully functional and as described. Meanwhile,we have strictly checked the supplier’s qualification. We timely change the supplierIf the they are not qualified. We deeply realize that what we should do is totry our best to provide our mutual customers with the premium products andsatisfactory after-sale service, rather than manipulate customer reviews.
D) We prohibit our staffs to find any reviews from anyother websites, such as Facebook. Once we found any staffs post anyadvertisement to invite reviews or feedback, our manager will delete theseadvertisement and will warn these staffs. We will encourage staffs to useAmazon's Early Reviewer Program and Vine plan to get more reviews. Throughthese plans, we can know customers' true opinions about our products so we canimprove ourselves accordingly.
E) We will encourage all staffs to focus on optimizingproduct listings, such as title, pictures, bullet points, and A+ designs. Atthe same time, we will encourage our staffs to use Amazon's advertisingcampaign to promote our products, such as Sponsored Products, Sponsored Brands,Sponsored Display, etc. Amazon website sponsor is very professional and useful.We encourage our staffs to watch and learn more advertisement videos.
F) If we found any other unknown people post ourproducts and publicize refund/product in exchange of reviews, we will report.If anyone contact us and said he/she is willing to leave us a good review forexchange of one product or refund, we will refuse and will report.
G) We will keep Amazon FBA service to provide fastshipping and better shopping experience for all of our customers. At the sametime, we will cooperate with strong and reliable logistic company to decreaseany defective items during the delivery to Amazon Warehouse.
H) For every order, we will send our after-sale emailto our customers that whether they have any questions and what we can do toassist them. Once there is any issue, we will try best to solve it soonest toavoid any dissatisfaction. Except necessary order fulfillment and relatedcustomer service, we will never send unsolicited emails.
I) We have registered our brand trademark, and we haveenrolled our brand on Amazon. We are sparing no efforts to be a great seller onAmazon and we do want to develop a long term business on Amazon. Our brand haverun our business on Amazon.co.uk honestly for over 3 years and we havereputation on Amazon.
With the above improvements, we have full confidencethat we can do it better and want to stay with Amazon’s business and growtogether. We sincerely hope that you can give us an opportunity again toimprove and we will use our actual action to reciprocate our customers’ trustto us. We will fully comply with Amazon rules and spare no efforts to providehigh quality products and great service for all Amazon customers.
Thank you very much for taking the time to review thisPOA, and we will exactly do as we planned.
Looking forward to hearing from you soon.
Best Regards
xxxx
亚马逊刷单是一条高压线,但是卖家为了快速推品,一直和亚马逊玩躲猫猫游戏
你出警告,我申诉通过，接着刷
你删listing, 我变个身，换ASIN刷
你删评，我找几十个服务商，上千单送测
你关账号，我开他几百个，接着刷
2021年，亚马逊因刷单问题关了几万家店铺，直接连品牌一块封，这下彻底把我等卖家搞怕了。
但是我发现，最近还是有小朋友找我诉苦，账号因为刷单被封了，我也是无语，现在还敢刷吗？
有人说服务商保证，资源可靠？在亚马逊的科技面前，大卖们都不敢保证自己不会被抓，服务商何德何能，靠嘴保证？
还有些是没刷，也收到警告了，好在人不多。根据这两种情况，我就把我店铺被封申诉回来的经验，完整发出来，希望小伙伴们能救回账号
01
刷单为什么会被抓到
首先从买家角度，有以下原因：
1) 买家或者说买家账号专职做测评，频繁刷。今天买卫生巾、电动充气泵，明天买轮椅、婴儿尿不湿，后天买跳蛋、锄头.乍一看，好像也没什么问题，但是每一个用户在亚马逊的数据库里，都会通过购买产品，形成一个数字化的画像，而这个频繁做测评，什么东西都买的买家，很难通过数据建模，形成一个正常的数字化人物。反推一下，这个买家肯定有问题
2) 买家账号留评率远高于正常水平。每一个买家在亚马逊平台的动作都会被收集到数据库去分析，别人下十单才可能留评1-2单，你下10单，留9单，还都是5星好评，你是上帝派给卖家的天使咩？！
3) 服务商批量注册买家账户，使用自养号，盗黑卡下单测评。这种账号，大概率会遇到亚马逊检测，要求验证。想通过验证，需要花费比重新养号还要高。服务商自然不会重新养，于是有些自养号，测评以后，赶紧上评，遇到亚马逊验证，直接扔掉不管了。
在亚马逊这边看来，如果超过一定期限，这个号码还不能通过验证，亚马逊会判定账号有问题，直接撸空这个买家账号的评论。这也就导致，亚马逊虽然没抓到你刷单，但是你的评论被撸掉了，就是因为买家账号死了
4) 卖家用同一批买家账号测评，有一个卖家被抓到，有可能订单关联，导致被抓到。服务商、测评买手就那些，卖家们用来用去，重叠使用的概率很高，以亚马逊的手段，抓住爷爷，带出8个葫芦娃，还是轻而易举的
5) 服务商数据泄露。这个搜下新闻就知道了，大型服务商数据库泄露，导致大量卖家被标记。
其次从卖家角度，有以下原因：
1） 单量异常。大量刷单，不刷就掉，刷了就上去，有时候送测送不出去单量就少，掉到几百名，有时候送测多了，突然冲到小类前10，数据极其异常
2） 流量异常，同上
3） 卖家订单留评率异常。留评率一般要控制在1%左右，新品出单少，有卖家舍不得花费，放出去的单子要求全部留评，新品出单又少。留评率一下子就很高，一段时间稀释不了，留评率还在上升，账户风险就高了
02
收到警告先自查
1） 确认自己刷过单，整理测评单号，对应评论链接，准备好聊天记录截图，服务商信息（这个可以根据需要制作，真真假假即可）
2） 确认自己没刷，检查单量是否异常，检查流量是否异常。后台导订单报表、广告报表，如果有安排站内促销、站外促销，要导出报表，作为证据，申诉内容需要提供。
03
找靠谱服务商做账户体检
被亚马逊抓到刷单，发来警告以后，千万不要着急立马申诉。第一次申诉很关键，盲目申诉，很可能因为提交的证据不充分，被亚马逊审核团队打回来，多次被打回来，账户回来的概率会降低很多。
最好的做法是，找靠谱服务商做账户体检，体检内容会直接告诉你，你的账户哪些订单被标记为刷单，是哪个ASIN，在什么日期被标记的。申诉的时候，需要把这些内容放进去，基本上一次就过了
下图是刷单后，服务商做的账户体检内容
04
如何写申诉
A． 确认没刷单，申诉大纲
1） 开局说明亚马逊店铺资料信息
2） 描述我申诉的是亚马逊卖家账户Shua单别关掉问题，便于亚马逊审核团队定位问题
3） 解释亚马逊认为我刷单的原因。
把所有的订单都下载出来，找出是否有异常订单，从下单量、下单频次看，猜测是否是这些触发亚马逊审核。分析差评单量起伏的时间段，看是否有操作促销、降价、站外活动、广告加大，导致销量暴涨，把分析和报告加入进来。
2）解释所有的订单都是真实订单，并放上证明文件
首先，所有的产品都是FBA配送，非虚假订单。第二，产品花了多少广告费，出了多少单，这个产品的主要是靠广告推起来的。第三，促销推广做了哪些，从什么时候开始做，出了多少订单，
3）怎么防止以后再次出现这个问题
首先，是遵守亚马逊的规定。其次，全部使用FBA的服务。最后，我会继续加大广告投入，未来的一年广告预算是多少，这个数值你可以编一个。站内站外活动安排哪些，预计花费多少，出单多少
B． 确认刷单，申诉大纲
1） 开局说明亚马逊店铺资料信息
2）描述自己申诉的是亚马逊账户因S单被关掉问题，便于亚马逊审核团队定位问题
3）阐述自己为什么Shua 单，可以甩锅，大家自己发挥，尽量甩的漂亮点，不要都甩一个原因头上，审核人员每天看那么多申诉，不是吃干饭的
4） 重点：供述找谁S单的，shua了哪些单 。这个动作极其重要（真真假假即可）
如果没有这些内容，或者供述的不够多，接下来可能就要二次申诉，三次申诉了，账户申诉回来的几率大大降低
5）解决措施。给的措施要到位，并且要量化。
什么叫量化，比如说你安排人给新员工培训，那要说出来你几月几号安排的，安排了多少人，请的培训导师是谁，有什么样的资历，为什么他培训就能防止你们公司有人继续S单，培训的视频有没有，照片有没有，培训后，有多少人理解了，理解以后，有没有反馈，反馈了，有没有形成条文，制度，会怎么实施这些条文制度。
05
刷单申诉模板合集
Tips: 给出的模板是套路，是思路，是框架，请大家自行发挥，如果直接照抄，可能会导致账号关联，俺拒绝负责，周知！！！
1） 确认未刷单，申诉模板
Dear Amazon Seller Performance Team,
This is an Amazon seller of xxxxx in the US.
Seller Name：xxxxxx
Merchant Token：xxxxxx
Tele：xxxxxx
Date: xxxxxx
Issue: We received a policy warning that may offeredcompensation for Customer Reviews.
However after careful inspection, we found that thismay be a mistake by the Amazon review team. we did not violate Amazon’s policyand offer compensation for customer reviews.
1. Root Cause of the Issue:
- Method: We have offered compensation in exchange forcreating reviews
- Detail Description:
A) I downloaded all the orders in the Amazonseller account, and found out a person's multiple purchase records. It may bethat the customer's purchase behavior is marked as abnormal.
Thecustomer information is as follows:
ordernumber : xxxx
orderinformation: xxxx
customerpayment information: xxxx
B) Recently, our company has developed a newproduct. After the price has been reduced, the unit volume has increasedrapidly, which may trigger the review.
Beforeprice reduction: time period is xx-xx, order is 10/day
Theprice reduction time period is: 11/1-19/1, the order is 50/day
Pleasecheck the attachment report. (File name: XXXX)
...
C) All my products are delivered by FBA, whichare real purchases, and there are no fake orders
D) After we sell the new product (ASIN: xxxxx),I activate Sponsored advertisements. The product orders mainly rely onadvertising promotion. From XXX time to XXX time, XXX advertising fees arespent, and XXX orders are placed. Please check the attached advertisement orderreport I downloaded.
Pleasecheck the attachment report. (File name: XXXX)
E) After we sell the new product (ASIN: xxxxx),I contacted the XXX platform and did off-site promotion. From XXX time to xxxtime, it took XXX advertisements and XXX orders. Please check the attachedreport on off-site promotion orders.
Pleasecheck the attachment report. (File name: XXXX)
2. Description of steps you have taken to prevent productreview manipulation within your organization and how this will prevent futureviolations.
A) We will strictly abide by Amazon'spolicies, and invite operation managers with 5 years of Amazon operationexperience every week to give employees Amazon policy training to ensure thatevery employee is proficient in Amazon policies
B) We will keep Amazon FBA service to providefast shipping and better shopping experience for all of our customers. At thesame time, we will cooperate with strong and reliable logistic company todecrease any defective items during the delivery to Amazon Warehouse.
C) I will continue to increase advertisinginvestment. The advertising budget for the next year is $50000. We will applythe Best deal and lighting deal to promote our products, we will also work withother deals site to products, such as: slickdeals, kinja, Hip2save, VIPON
Thank you so much for your time, please give us achance to serve our customer again. If any other information is necessary,please let us know.
Best regards
XXXXx
2） 确实刷单被抓，模板一：
Dear Amazon Seller Performance Team,
This is an Amazon seller of xxxxx in the US.
Seller Name：xxxxxx
Merchant Token：xxxxxx
Tele：xxxxxx
Date: xxxxxx
Issue: We received a policy warning that may offeredcompensation for Customer Reviews.
We are very sorry for the mistakes we made on someproducts this time. After receiving the policy warning email, we will focus onfinding the root cause and pay close attention to the Action Plan.
1. Root Cause of the Issue:
After we learned that there are third-party media inthe market that provide real reviews of buyers, we get in touch with each otherand conduct transactions.
- Method: We have offered compensation in exchange forcreating reviews
- Detail Description:
We started selling on Amazon in xxxx, but the Saleshas grown slowly. We learned a lot about increasing sales, sowe met agents whoprovided real reviews of buyers. At this time, we have not realized that thisbehavior has violated Amazon's policies. We trade with agents. The transactioncontent is that the agent assists us in finding buyers interested in theproduct. We provide the product for free, and then the buyer leaves their ownexperience of using the product.
Now we want to apologize for this action, we haverealized that this is a wrong approach and have already stopped all theirregularities actions to get reviews.
A). We would like to provide detail information of thethird-party training media and review agents for your reference:
1) Name: xxx
Contact Number: xxx
2) Name: xxx
Wechat ID: xxx
3) Name: xxx
Wechat ID: xxx
…
B). We have attached some of the screenshots which showthe chatting history and the bank transaction between us and the review agents.
Please see below:
Picture 1
Picture 2
Picture 3
…
C). Involved Order Numbers:
订单号 1
订单号2
订单号3
…
D). Review link
链接1
链接2
链接3
…
2. Description of steps you have taken to prevent productreview manipulation within your organization and how this will prevent futureviolations.
A) We stopped all cooperation with agents and will notcontact any review agents in the future. For the order which have been placed,we will not ask for any review.
B) Check all of our product`s listing to see if therestill have prohibited reviews left, if yes, we will remove them and correct allthe error that violates Amazon's rules immediately.
C) Instead of using the inappropriate way to sendafter sales email to our customer, we will provide more specific userguideline, technical support, customer return service.
D) We will continuous focus on improve our product`squality, to bring the best experience to our customer, and we only accept theoriginal review from the real customers.
E) To build a health seller community, we also canreport any action which is violating the Amazon`s rule.
F) We will be meeting this week to study Amazon'spolicies carefully. We will strictly notify every employee of what is prohibited
G) We will focus on product development in the futurein order to make competitive product to our customers. The only way to win themarket is to create the best product which meets the requirement of customers.False behavior cannot get real customer satisfaction
We cherish the opportunity to sell on Amazon. It is along term project to our team. We work very hard and always place customersatisfaction to our top priority. Please believe after this incident that wewill not take the act of brushing order to accelerate the growth of sales andbreaking the official policy of Amazon. This is strictly prohibited. We willactively cooperate with Amazon and comply with Amazon policy.
Thank you so much for your time, please give us achance to serve our customer again. If any other information is necessary,please let us know.
Best regards
XXXXx
3） 确认刷单被封，模板二：
Dear Amazon Seller Performance Team,
This is an Amazon seller of xxxxx in the US.
Seller Name：xxxxxx
Merchant Token：xxxxxx
Tele：xxxxxx
Date: xxxxxx
Issue: We received a policy warning that may offeredcompensation for Customer Reviews.
Thank you very much for your time to let us know thatour seller account is investigated because it might violate Amazon's CommunityGuidelines recently. Any attempt to manipulate ratings, feedback, or reviews isprohibited. We are deeply realized that it is a very seriously wrong behaviorviolating Amazon policy. We have thoroughly review Amazon Customer Reviewspolicies and immediately correct any violating actions.
According to Amazon's kindly suggestions, we have madea complete and thorough investigation immediately regarding the problems. Beloware the information for your to review.
Due to expand our business, our company recruited somenew employees. However, Since we did not conduct systematic and effectiveAmazon policy training for new employees in time, a new employee made a mistakeand manipulated product reviews. This is forbidden.
Since the poor sales performance of the product, shewanted to get some good reviews to improve the list as soon as possible, so shesurfing the group for searching third party which can provide this service. shebrowsed and added some groups on Facebook on August 11, 2000.
Then personsnamed "(reviewer)" contacted her on August 12, 2000 and said thatthey are Italy review intermediary and can provide services to find morereviews of our products. Because she is new employee, she didn't know that thiskind of behavior was forbidden. She only wanted to get more reviews to improvethe quality of list. Therefore, she agreed to cooperate with them.
2. - Method: We have offered compensation in exchangefor creating reviews
- Detail Description:
They discussed the terms of cooperation and reached anagreement. Reviewer came to find buyers to get reviews, and our staff pays acommission of $10 for each review. And they have added Wechat eachother. you could check the attachment of the wechat screenshot.（微信截图）
She also contact intermediarys on WeChat group.
The name of the group: xxx
Intermediary 1 name: XXX
Wechat ID: XXXXx
Intermediary name: XXXXXX
Wechat ID: XXXXX
They discussed the terms of cooperation and reached anagreement. Xxx and xxx came to find a buyer for comments, and ourstaff paid a commission of $12 for each comment. you could check theattachment of their wechat screenshot.（截图）
In addition, she contacted with the buyers of thenegative reviews, and some of buyers are agree with her to delete the negativereviews.
Involved Order Numbers:
订单号 1
订单号2
订单号3
。。。。。。。。。。
Review link
链接1
链接2
链接3
链接7
…
Please check our attachment ”Documentation from thirdparty”, which contains the chat history of Facebook and WeChat. We hope thatAmazon can delete all the reviews we have provided, and some reviews have beendeleted. We have deeply realized the mistakes and promised to never make themagain.
Now, we have profoundly reflected on this wrongbehavior. As mentioned above, inviting buyers to test our products forfree is a very wrong and stupid behavior. We should insist on providing a fullset of after-sales technical guidance and respecting the wishes of ourcustomers. We must not have any behavior that interferes with theirreview. The most important is that we cannot let them leave any reviews byletting them test our products for free. We have banned all stalls frompromoting our products and never leaving review from customers who get productfrom any other place.
So we solicit Amazon to remove these reviews to makeit fair.
3. A plan that explains howyou will prevent product review manipulation in the future
A) Strictly inspect all our listings.
Once we received the notification that our account isunder review, we checked whether all the other listings have the similarproblem immediately. All the related products have been double checked andguaranteed that all the reviews are normal. We promise that all the listingsdon’t have the similar problem now.
And we will never offer refund or other compensationto a reviewer in exchange for getting customers’ review.
B) Strengthen staff training.
We will enhance Amazon policy training for theemployees and make sure that every sales employees are clear about the detailedpolicies on Amazon. Meanwhile, we have invited some experienced people to trainour new sales employees until they master all the related knowledge regardingAmazon policies in order to avoid such mistakes caused by human factors. Inaddition, for the future business on Amazon, we will not only seek forexpanding the scale of sales on Amazon, but also make sure all the productscomply with the Amazon’s polices. We believe that we can do it better with aprofessional, skilled, and expanded sales team.
C) Improve our product quality and service.
All our products have been checked by professional QCteam to make sure that they are fully functional and as described. Meanwhile,we have strictly checked the supplier’s qualification. We timely change the supplierIf the they are not qualified. We deeply realize that what we should do is totry our best to provide our mutual customers with the premium products andsatisfactory after-sale service, rather than manipulate customer reviews.
D) We prohibit our staffs to find any reviews from anyother websites, such as Facebook. Once we found any staffs post anyadvertisement to invite reviews or feedback, our manager will delete theseadvertisement and will warn these staffs. We will encourage staffs to useAmazon's Early Reviewer Program and Vine plan to get more reviews. Throughthese plans, we can know customers' true opinions about our products so we canimprove ourselves accordingly.
E) We will encourage all staffs to focus on optimizingproduct listings, such as title, pictures, bullet points, and A+ designs. Atthe same time, we will encourage our staffs to use Amazon's advertisingcampaign to promote our products, such as Sponsored Products, Sponsored Brands,Sponsored Display, etc. Amazon website sponsor is very professional and useful.We encourage our staffs to watch and learn more advertisement videos.
F) If we found any other unknown people post ourproducts and publicize refund/product in exchange of reviews, we will report.If anyone contact us and said he/she is willing to leave us a good review forexchange of one product or refund, we will refuse and will report.
G) We will keep Amazon FBA service to provide fastshipping and better shopping experience for all of our customers. At the sametime, we will cooperate with strong and reliable logistic company to decreaseany defective items during the delivery to Amazon Warehouse.
H) For every order, we will send our after-sale emailto our customers that whether they have any questions and what we can do toassist them. Once there is any issue, we will try best to solve it soonest toavoid any dissatisfaction. Except necessary order fulfillment and relatedcustomer service, we will never send unsolicited emails.
I) We have registered our brand trademark, and we haveenrolled our brand on Amazon. We are sparing no efforts to be a great seller onAmazon and we do want to develop a long term business on Amazon. Our brand haverun our business on Amazon.co.uk honestly for over 3 years and we havereputation on Amazon.
With the above improvements, we have full confidencethat we can do it better and want to stay with Amazon’s business and growtogether. We sincerely hope that you can give us an opportunity again toimprove and we will use our actual action to reciprocate our customers’ trustto us. We will fully comply with Amazon rules and spare no efforts to providehigh quality products and great service for all Amazon customers.
Thank you very much for taking the time to review thisPOA, and we will exactly do as we planned.
Looking forward to hearing from you soon.
Best Regards
xxxx
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