We received an account health alert concerning a Customer Product Reviews Violation. According to Amazon, we allegedly contacted customers outside of the Amazon buyer-seller messaging system and offered compensation—such as gift cards, free products, or discounts—in exchange for product reviews.

We want to clarify that we have not engaged in any such activities. We submitted an appeal to dispute this violation; however, the appeal was unfortunately rejected.

Below is the appeal letter we submitted:

1. Root Cause of the Issue

After conducting a comprehensive internal investigation, we firmly believe this flag is the result of a misunderstanding or error, as our company has not offered any form of compensation—including gift cards, free products, or discounts—in exchange for customer reviews. Furthermore:

• We do not include any inserts, product packaging, or labels requesting or encouraging reviews—positive or otherwise.

• We exclusively use Amazon’s Buyer-Seller Messaging system for all customer communication, and only for purposes permitted under Amazon’s guidelines (e.g., shipping updates, product use instructions).

• We have no history of review manipulation and maintain a strong performance record and adherence to Amazon’s policies.

Based on our internal audit, we believe the violation may stem from:

• A misinterpreted customer message or return communication;

• A malicious report by a competitor or unrelated buyer activity;

• Or customer misunderstanding, especially if they independently left a review after resolving an issue or receiving standard support.

2. Corrective Actions Taken

To ensure our account remains in full compliance and to reaffirm our commitment to Amazon’s policies, we have taken the following corrective actions:

• Internal Audit Completed: Reviewed all customer service interactions from the last 90 days to ensure no language could be misconstrued as incentivizing reviews.

• Reported multiple unsolicited messages received from users promoting off-Amazon marketing or incentivized review services. We had no prior interaction with these individuals and no related order IDs exist.

• Product Packaging Check - confirmed that no such labels or inserts included on our products that offer any sort of incentives to encouraged reviews from buyers.

3. Plan of Action

• Policy Update: Reinforced our internal compliance checklist for packaging and messaging to ensure future compliance with Amazon’s guidelines.

• Audit Account User Permission: To ensure only trained and authorized team members can access the account and use the Buyer-Seller Messaging system appropriately adhering to Amazon policies and guidelines.

• Established a routine procedure: For identifying, documenting, and reporting suspicious or unsolicited messages via Seller Support.

Supporting Documentation Attached

To support this appeal, we have attached the following documents:

1. Customer Messaging Logs (past 30–60 days) – to demonstrate all communications were within Amazon’s policy.

2. Proof of reports submitted – regarding unsolicited messages to demonstrate we are not affiliated with these users or any influencer marketing services.

3. Packaging Sample Photos – to demonstrate that our product packaging contains no inserts or review requests.

We respectfully request that Amazon re-evaluate this case and remove the violation from our account. We are fully committed to maintaining a customer-centric, policy-compliant operation on the Amazon platform and will continue to uphold the highest standards of integrity in all aspects of our business.

Thank you for your time and consideration.

Sincerely,

--------------------------------------------------------------------------------------

Has anyone had the same issue? If you’ve been through something similar or have any tips on how to resolve this, we’d really appreciate your help. We're trying to sort this out as soon as possible.

Thanks in advance!