Dear Seller Performance Team,
Thank you for informing us that our selling privileges have been removed because we manipulate product reviews. Any attempt to manipulate ratings, feedback, or reviews is prohibited.We profoundly realized that it is a very seriously wrong behavior violating Amazon policy. According to Amazon’s suggestion, we have made a complete and thorough investigation regarding the problem and actions to avoid similar violations again.
1. What reasons caused the issue:
Recently our company recruited some new sales employees for expanding our business scale on Amazon, however, we didn’t carry out a systematic and effective training regarding the Amazon policy for the new employees immediately. One new employee made a mistake and manipulated product reviews, which is prohibited by Amazon policies.
2. Detailed information Amazon required.
(1) All methods we used to post or obtain customer reviews.
(a) From the third parties who can provide the review service. We ask them to post the customer reviews.
(b) From emails the reviewers sent on Amazon. We received some emails from the reviewers who provided the customer reviews.
(2) Contact information for any third parties we engaged to obtain prohibited reviews.
(3) Identifying information for any customer accounts we or third party used to post prohibited reviews.
Attachments are the related customer accounts we used to post prohibited reviews.
(4) List of any prohibited reviews remaining on the Amazon site.
Attachments are the related prohibited reviews remaining on the Amazon site for your reference.
3. Actions we have taken to resolve the issue.
(1) Provide the remaining prohibited reviews and the information of the third party who posts prohibited reviews.
According to Amazon’s requirement, we have provided the remaining prohibited reviews and the information of the third party who posts prohibited reviews. We guarantee that the similar problem won’t happen again.
(2) Strictly inspect all our listings.
Once we received the notification that our selling privilege was removed, we checked whether all the other listings have the similar problem immediately. All the related products have been double checked and guaranteed that all the reviews are normal. We promise that all the listings don’t have the similar problem now.
(3) Strengthen staff training.
We will enhance Amazon policy training for the employees and make sure that every sales employees are clear about the detailed policies on Amazon. Meanwhile, we have invited some experienced people to train our new sales employees until they master all the related knowledge regarding Amazon policies in order to avoid such mistakes caused by human factors. In addition, for the future business on Amazon, we will not only seek for expanding the scale of sales on Amazon, but also make sure all the products comply with the Amazon’s polices. We believe that we can do it better with a professional, skilled, and expanded sales team.
(4) Improve our product quality to make sure that every customer can be satisfied and leave the positive reviews initiatively.
All our products have been checked by professional QC team to make sure that they are fully functional and as described. Meanwhile, we have strictly checked the supplier’s qualification. We timely change the supplier If the they are not qualified. We deeply realize that what we should do is to try our best to provide our mutual customers with the premium products and satisfactory after-sale service, rather than manipulate customer reviews.
4. Actions that we will take to ensure similar situation won’t happen again:
(1) Strictly check the listings before uploading on Amazon.
We have set up a special team for fulfilling our shop’s daily work in order to provide our mutual customers with a better shopping experience. All products must be double checked by the sales employees and the sales manager before uploaded on Amazon. Meanwhile, it is promised to completely put an end to the violation actions against the Amazon rule before a product is uploaded. We guarantee that all the products obey to laws and Amazon’s policies, all the reviews are normal and reasonable.
(2) Strickly check our employees qualification.
We will strictly check our employees qualification. We will timely change the employees if they are found not qualified to make sure that all our listings meet the requirements and policies on Amazon.
(3) Regularly check our listings and product reviews.
All listings and product reviews will be regularly checked to make sure that they all comply with the policies and requirements on Amazon. We guarantee that the similar problem won’t happen again.
(4) Timely check product reviews and improve our service.
(a) On one hand, customer service training on all aspects of product knowledge. Get familiar with the company's products 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 mutual customers regularly and get their feedback regarding our products and service. Reply customers messages within 12 hours and try our best to, conscientiously analysis the causes of the problem customers encountered, and provide them with a satisfied solution as soon as possible. We guarantee that the similar problem will not happen again.
(c) In order to provide our mutual customers with a better shopping experience, we guarantee that we will help them exchange the products for free under 1 year warranty.
(5) Implement the FBA plan for more and more listings.
In order to give our mutual customers a better shopping experience, we will use FBA service for more and more listings as soon as possible. We trust in Amazon's distribution capabilities and after-sales customer service capability. FBA can always win customers’ favor by timely delivery and courteous service.
(6) Improve communication with Amazon.
If we are not sure whether our behavior complies with policies on Amazon, we will actively contact with Amazon immediately and won’t blindly upload the products and manipulate product reviews again.
(7) Carefully learn and strictly obey Amazon’s policy.
We have carefully learned “Prohibited seller activities and actions” , and “Condition Guidelines” etc. Meanwhile, we will strictly obey Amazon’s policy. We guarantee that the similar problem will not happen again.
Amazon sets out the highest standards towards product quality and customer satisfaction and that is also what we are working for. It is necessary for each seller to create a better shopping environment together. As you know, we are a new seller; we will never do the similar violations again. Therefore, we will strictly obey the Amazon sales rule, try to maintain the good Amazon reputation in promoting Amazon to be the best shopping and sales platform
With the above improvements, we have full confidence that we can do it better and want to stay with Amazon’s business and grow together. We sincerely hope that you can give us an opportunity to improve and we will use our actual action to reciprocate our customers’ trust on us. We have confidence to do it better! Please let us know once you have received this email or if you have any further information you want us to provide.
Looking forward to hearing from you soon.
Thanks for your kind help and have a nice day.