Customer Review Policy Violation
Hello @amazon
Our Amazon account recently got notification of customer review policy violation. We are submitting our response of appeal but we are getting same automated reply on our appeal. Provided them with all the requirements they asked but getting the same reply everytime from them as it looks like a bot chat replying the same every time
need some assistance on this issue how to submit the appeal so they can accept.
Customer Review Policy Violation
Hello @amazon
Our Amazon account recently got notification of customer review policy violation. We are submitting our response of appeal but we are getting same automated reply on our appeal. Provided them with all the requirements they asked but getting the same reply everytime from them as it looks like a bot chat replying the same every time
need some assistance on this issue how to submit the appeal so they can accept.
10 respuestas
Seller_rI7BZIczK8iAC
did you explain how you violated the review policy? Gave them the order ID and the incentive for the customer or the relation between the customer and you? Or what "smart" provider you use? Whatever a provider says, organized reviews are not allowed and Amazon's AI will find it out and suspend your seller account.
If you just say "we did nothing", you will indeed receive again and again the same answer from the same bot.
Atlas_Amazon
Hello @Seller_5lEcSvjA74nSj
Thank you for the information provided regarding the recent trouble you have encountered with the customer review policy. I did want to provide guidance so that you may move forward in this situation as I know it can be very confusing. As mentioned by @Seller_rI7BZIczK8iAC, this type of issue will require a very detailed explanation to be provided for review, otherwise they will not be able to remove the warning.
The explanation should include details regarding where the issue has occurred, why you decided to take this action, and how you will be moving forward to ensure this does not occur again. If our team is unable to verify the information in the submission to what is reflected on their end, they will reject what you have provided. Would you be able to provide information regarding what you have identified up to this point?
We encourage you to continue to share any details you have on this situation to this thread so we may gain a better understanding and provide support.
Best,
Atlas
Emet_Amazon
Hello @Seller_5lEcSvjA74nSj,
Thank you for posting your follow up information.
We submitted our appeal with following details as
We believe that this triggered due to our chat with customer that had issue with her product received and asked us to resolve the issue with her product. We offered her the product replacement and she got satisfied with the replacement of product. There was not any compensation to her from our side we just resolved her issue which results in changing her review on the product she gave when she received the faulty product.
We attached all the screenshots of that chat review ID ASIN and Order ID in our appeal and we also provided documents of our preventative measures we took but we are still receiving the same reply evertime.
I followed up on the situation and see they accepted your appeal late last night or early morning, depending on where you are. I will advise that this situation may still have a lingering banner in the account health page for up to 48-72 hours. Should this remain beyond this point, please follow up with screenshots of the issue so I can work with the appropriate teams on a resolution to remove any remaining banner.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_ENP1WOU6nIXy5
[Moderator Edit: removed personal solicitations]
Emet_Amazon
Hello @Seller_5lEcSvjA74nSj,
Thank you for following up on the situation.
I had reached out to the appropriate teams surrounding the remaining banner, they advised these banners should now be cleared out. I was advised there may be a warning banner in Canada for an unrelated issue, but the current situation should be resolved in the US. If you need any further support do not hesitate to reach back out.
Emet.
