最怕收到亚马逊的小红旗~
背景：
在客户留下差评要退货时，卖家要求客户先改评价后，再退款。客户一气之下向亚马逊举报了这一行为。紧接着，卖家接到来自亚马逊健康团队的电话，销售权限被暂停，悲催地要提供行动计划进行深刻反省。
绩效通知：
Thank you for talking with us about your selling account.
As we discussed, recent activity on your account violates Amazon’s Community Guidelines and your selling account has been temporarily deactivated. At this time, funds will not be transferred to you but will stay in your account while we work with you to address this issue.
Why is this happening?
Because you are manipulating product reviews, Amazon’s policy regarding Customer Reviews can be found at (https://sellercentral.amazon.com/gp/help/200386250)
Amazons’ policies prohibit activities such as:
– creating, modifying, or posting reviews or community content regarding your own products or services
– creating, modifying, or posting reviews or community content regarding your competitors’ products or services
– offering compensation for customer reviews
– offering compensation, including free or discounted products, in exchange for creating, modifying, or posting reviews or community content.
Violations of our policies may also violate applicable laws. Amazon strives to maintain customer trust and provide the best possible shopping experience. As a result, we will investigate when we learn that sellers, vendors, or others have attempted to manipulate reviews.
How do I reactivate my account?
To reactivate your account, please send a plan of action that explains:
– A detailed description with dates of all methods you used to post or obtain customer reviews that are prohibited by Amazon policies, or otherwise manipulate reviews.
– Contact information (name, email address, website, etc.) for any third parties you engaged to manipulate reviews or obtain prohibited reviews.
– Identifying information for any customer accounts you or a third party used to post prohibited reviews.
– Documentation (e.g., emails and receipts) from any such third party confirming you used their service.
— List of any prohibited reviews remaining on the Amazon site.
– A plan that explains how you will prevent product review manipulation in the future.
How do I send this information?
Submit this information by replying to this email with the requested details.
What happens if I do not send the requested information?
If we do not receive the requested information within 21 days of the original notification, your account will remain deactivated.
We’re here to help
If you have questions about this policy or your account, please search for “Prohibited seller activities and actions” in Seller Central Help (https://sellercentral.amazon.com/gp/help/200386250).
Thank you,
写行动计划（Plan of Action，简称POA）之前先来回顾一下亚马逊政策：
禁止的卖家活动和行为
卖家可采用中立的态度请求买家提供反馈和评论，但不得试图影响或夸大买家的评分、反馈和评论，不能有以下行为：
1.通过支付费用或提供奖励（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.要求买家只编写正面评论或要求他们删除或更改评论；
3.仅向获得良好体验的买家征集评论；（so仅向留下积极feedback的买家索评是有风险的）
4.评论自己的商品或竞争对手的商品。
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的情况下）。
申诉信结构
1.The root cause of the issue(发生这个问题的具体原因）
2.The steps you immediately took to resolve the root cause(s)（目前采取了什么措施去解决这个问题）
3.How you will avoid similar issues from happening again（将来会采取什么措施去避免这个问题发生）
4.About our metrics（一般poa就是以上三部曲，这个我们的优势是我自己写申诉信会加上去的，主要是陈述开店以来的优势，表明自己是大大的良民，让亚马逊高抬贵手，给个机会。）
模板仅供参考，请根据实际情况修改，切勿照搬。
（向上滑动启阅）
一封就通过的POA内容分享
Dear Amazon Team,
Greetings. This is Amazon seller（店铺名）. We have 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 really sorry about our ignorance and would like to sincerely apologize for the terrible mistake we made.
We believe the reason why this has happened is we hired the new staff to our company, who is lacking of the rules and policies when sell on amazon.We failed to train our new staff understand Amazon prohibited policies.
1. The method we used to manipulate reviews: we sent email to customer and stated that we hope he can help us update the review on (日期). After checking the correspondence, we feel really ashamed.
The message our new staff sent to customeris 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, document for any third parties because we didn’t obtain prohibited reviews through third parties. All bad reviews were updated by buyer-seller message when we helped customer tosolve the problems before.
(Please find attachments to see the apology letters and the details of order id, contact information and remaining comments.)
We have taken these actions to resolve the problem:
1. We have read the Amazon “Selling Policies and Seller Code of Conduct” and “Customer product reviews” Policy carefully. 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 apologize for this behavior to the buyers. If buyers have any problem need us to solve, we will reply the email and give the best solution within 24 hours.
3. We have organized a meeting to make our existed staff to learn lessons from this problem. Meanwhile, 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 the experienced staff to enhance the new staff training. Moreover, we have setup 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 for great amazon seller support team. We have encouraged our employees to contact the seller support for help when they have any confuse of new policies so that we can provide the good service to customers and strictly obey all the amazon’s policies.
3. We will ship all the items via FBA service, which we realize FBA can better the shopping experience for customers. Let customer can happy shopping 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 the orders and distribute the received order as soon as possible. Customer satisfaction is our top priority, so does the amazon policy.
We have carried these plans; we believe we would not make the mistake like before. we will try our best to do it. Keep learning from “Selling Policies and Seller Code of Conduct”.
About our currency metrics:
As a responsible seller, we always obey the rules of amazon to create a good shopping experience to customer.
1. We always focus on providing good customer service to the clients. We usually reply the customer’s inquiry within 24 hours.
2. Our late shipment rate and pre-fulfillment cancel rate usually meet the amazon’s standards.
3. We don’t have any listing policy violations, product safety complaint, Product Condition Customer Complaints, Customer Product Reviews Policy Violations and listing Policy violations until now.
We really feel thankful of 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
Tips：
1.写邮件发给相关团队时，需要使用的是注册账号的邮箱；
2.申诉信内容需为英文版的。对于小语种站点，如果可熟练地用小语种清晰表达，可使用对应站点的语言；如果不能，则使用英文；
3.内容结构要清晰，方便审核人员阅读就增加了一些通过的可能:
详细有条理地写出三部曲（原因+目前措施+将来措施），建议可以加上优势。
最后，希望你们都不要有机会用上这模板。
以上。
本文来源可爱的肥油, 微信公众号:可爱的肥油
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