因为Review导致店铺被封的申诉邮件 - 邦阅网-发现真实的外贸服务商

亚马逊对于Reivew的管理越来越严格，同时Review又是Listing的关键转化率指标。亚马逊现有评价可以分为：文字、图片、视频三种。如果因为Review问题二导致店铺被封改如何解决！

首先你需要明白申诉信必须包含的要点：

1，道歉，承认自己严重违反了亚马逊的政策

2，提供原因

3，亚马逊要求的信息：Review的途径，第三方平台网站，留评的买家账号，目前listing还存在的Fake review列表

4，未来的改善行动计划

附：完整申诉信

Dear Seller Performance Team,

Thank you for informing us that our sellingprivileges have been removed because we manipulate product reviews. Anyattempt to manipulate ratings, feedback, or reviews is prohibited.We profoundlyrealized that it is a very seriously wrong behavior violating Amazonpolicy. According to Amazon’s suggestion, we have made a complete and thorough investigationregarding the problem and actions to avoid similar violations again.

1. What reasons caused the issue:

Recently our company recruited some newsales employees for expanding our business scale onAmazon,however, we didn’t carry out a systematic and effective training regarding the Amazonpolicy for the new employees immediately. One new employee made a mistake andmanipulated product reviews, which is prohibited by Amazon policies.

2. Detailed information Amazonrequired.

(1) All methods we used to post or obtain customer reviews.

(a) From the third parties who can providethe review service. We ask them to post the customer reviews.

(b) From emails the reviewers sent onAmazon. We received some emails from the reviewers who provided the customerreviews.

(2) Contact information for any thirdparties we engaged to obtain prohibited reviews.

zllpmyyxxx_jjj_okg

(3) Identifying information for anycustomer accounts we or third party used to post prohibited reviews.

Attachments are the related customeraccounts we used to post prohibited reviews.

(4) List of any prohibited reviewsremaining on the Amazon site.

Attachments are the related prohibitedreviews remaining on the Amazon site for your reference.

3. Actions we have taken to resolve theissue.

(1) Provide the remaining prohibitedreviews and the information of the third party who posts prohibitedreviews.

According to Amazon’srequirement, we have provided the remaining prohibited reviews and theinformation of the third party who posts prohibited reviews. We guarantee thatthe similar problem won’t happen again.

(2) Strictly inspect all our listings.

Once we received the notification thatour selling privilege was removed, we checked whether all the other listingshave the similar problem immediately. All the related products have been double checked and guaranteed thatall the reviews are normal. We promise that all the listings don’t have thesimilar problem now.

(3) Strengthen staff training.

We will enhance Amazon policy trainingfor the employees and make sure that every sales employees are clear aboutthedetailed policies on Amazon. Meanwhile, we have invitedsome experienced people totrain our new sales employeesuntil they master all the related knowledgeregarding Amazon policies in order to avoid such mistakes causedby human factors. In addition, for the future business on Amazon, we willnot only seek for expanding the scale of sales on Amazon, but also make sureall the products comply with the Amazon’s polices. Webelieve that we can do it better with a professional, skilled, and expandedsales team.

(4) Improve our product quality to makesure that every customer can be satisfied and leave the positive reviewsinitiatively.

All our products have been checked byprofessional QC team to make sure that they are fully functional and asdescribed. Meanwhile, we have strictly checked the supplier’squalification. We timely change the supplier If the theyare not qualified. We deeply realize that what we should do is to try ourbest to provide our mutual customers with the premium products and satisfactoryafter-sale service, rather than manipulate customer reviews.

4. Actions that we will take to ensuresimilar situation won’t happen again:

(1) Strictly check the listings beforeuploading on Amazon.

We have set up a special team forfulfilling our shop’s daily work in order to provide our mutual customers with a bettershopping experience. All products must be double checked by the salesemployees and the sales manager before uploaded on Amazon. Meanwhile,it is promised to completely put an end to the violation actions against theAmazon rule before a product is uploaded. We guarantee that all theproducts obey to laws and Amazon’s policies, all the reviewsare normal and reasonable.

(2) Strickly check ouremployees qualification.

We will strictly check our employeesqualification. We will timely change the employees if they are foundnot qualified to make sure that all our listings meet the requirements andpolicies on Amazon.

(3) Regularly check our listings andproduct reviews.

All listings and product reviews will beregularly checked to make sure that they all comply with the policies andrequirements on Amazon. We guarantee that the similar problem won’t happenagain.

(4) Timely check product reviews andimprove our service.

(a) On one hand, customer service trainingon all aspects of product knowledge. Get familiar with the company'sproducts and improve the effectiveness of the page description.

(b) On the other hand, check our emails,feedback and product review timely. Besides, send emails to our mutualcustomers regularly and get their feedback regarding our products andservice. Reply customers messages within 12hours and try our best to, conscientiously analysis the causes of theproblem customers encountered, and providethem with a satisfiedsolution as soon as possible. We guarantee that the similar problem will nothappen again.

(c) In order to provide our mutualcustomers with a better shopping experience, we guarantee that we will help themexchange the products for free under 1 year warranty.

(5) Implement the FBA plan for more andmore listings.

In order to give our mutual customers abetter shopping experience, we will use FBA service for more and more listingsas soon as possible. We trust in Amazon's distribution capabilities andafter-sales customer service capability. FBA can always win customers’ favor bytimely delivery and courteous service.

(6) Improve communication with Amazon.

If we are not sure whether our behaviorcomplies with policies on Amazon, we will actively contact with Amazonimmediately and won’t blindly upload the products and manipulate product reviews again.

(7) Carefully learn and strictly obeyAmazon’s policy.

We have carefully learned “Prohibitedseller activities and actions” , and “Condition Guidelines” etc. Meanwhile, we will strictly obey Amazon’s policy. Weguarantee that the similar problem will not happen again.

Amazon sets out the highest standardstowards product quality and customer satisfaction and that is also what we areworking for. It is necessary for each seller to createa better shoppingenvironment together. As you know, we are a new seller; we will never dothe similar violations again. Therefore, we will strictly obey the Amazon salesrule, try to maintain the good Amazon reputation in promoting Amazon to be thebest shopping and sales platform

With the above improvements, we have fullconfidence that we can do it better and want to stay with Amazon’s businessand grow together. We sincerely hope that you can give us anopportunity to improve and we will use our actual action to reciprocateour customers’ trust on us. We have confidence to do it better! Pleaselet us know once you have received this email or if you have any furtherinformation you want us to provide.

Looking forward to hearing from you soon.

Thanks for your kind help and have a niceday.

Best Regards,

XXXXX

review的星级权重是根据亚马逊智能机器人决定的，并不是取所有评价分数的平均值，并且不同的评价权重不同，Review的时间、采纳数、是否有VP标志都直接关系到最终评分的结果

一、Review的时间

亚马逊买家留下Review的时间，是影响一个listing权重和星级的重要因素。例如，你去年留的Review的影响远远大于昨天刚留的，这是亚马逊为了杜绝一些卖家短期内刷五星好评的虚假销售行为。因为亚马逊严厉禁止刷单行为，卖家尽量诚信经营，通过产品自身实力获得更多真实好评，这样得分自然就会提高。

二、Review的采纳数

Review的采纳数即指被其他买家（点击Yes）的数量，被采纳的越多，对Review的星级影响就越大，所以卖家们需要注意，如果某个一星的差评被赞太多，会直接影响到你整体Review的星级评定。

三、Review是否有VP标志

没有VP标志的Review，对整体星级起不到多大作用，有没有VP标志与全款支付有关系，但也不是全款支付就一定VP标志。

大部分产品90%的review都是文字评价，这时候就需要卖家适当的引导大家留下视频评价，视频Review的数量对于产品销量和转化率有着至关重要的作用，主要有以下作用：