操纵评论亚马逊警告信

小编 2023年03月20日 21:14

操纵评论亚马逊警告信

（也分72小时内提交，或者立即关店审核，二刷）

您的 Amazon.com 卖家账户已被停用。

您的商品已经从我们的网站上移除。

您账户中的资金可能会被冻结 90 天或更长时间。如果我们确定您的账户销售仿造或假冒或禁售商品，参与欺骗或其他非法或侮辱性活动，Amazon 会扣留您的付款。如有任何未完结的订单，请及时安排配送，以避免进一步影响您的账户。

为什么会发生这种情况？

对于您商品的买家评论，您存在操纵行为。

这违反了我们的政策。要更详细地了解此政策，请访问帮助中心 (https://sellercentral.amazon.com/gp/help/200386250)。此政策禁止以下活动：

– 创建、修改或发布关于您自己的商品或服务的评论或买家评论内容

– 创建、修改或发布关于您竞争对手的商品或服务的评论或买家评论内容

– 为买家评论提供补偿

– 提供补偿，包括提供免费商品或打折商品，以换取创建、修改或

发布评论或买家评论内容

您可以在卖家平台的“付款”部分查看余额和结算信息。如果您对此有任何疑问，请发送电子邮件至 payments-funds@amazon.com。

您的账户被错误停用？

如果您认为存在错误，请提交说明。您的说明应包含以下信息：

--证明您的账户符合我们政策的证据或示例

如何发送这些信息？

如果您想要对此决定提出申诉，请在卖家平台的“业绩通知”页面 (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html) 上，点击此消息旁边的“申诉”按钮。

谢谢！

-Amazon

Sincerely,

Seller Performance Team

https://www.amazon.com

Dear XXXXXX,

Your Amazon.com seller account has been deactivated. Your listings have been removed from our site. Funds in your account may be held for 90 days or longer. Amazon may withhold payments if we determine that your account was used to sell inauthentic or prohibited goods, commit fraud, or engage in other illegal or abusive activity.

Please ship any open orders to avoid further impact to your account.

Why is this happening?

You have manipulated customer reviews on your products.

This is against our policies. Learn more about this policy in Seller Central Help (https://sellercentral.amazon.com/gp/help/200386250). This policy prohibits 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.

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-funds@amazon.com.

Has your account been deactivated in error?

If you believe there has been an error, please submit an explanation. Your explanation should include the following information:

-- Evidence or examples that demonstrate that your account complies with our policies.

How do I send this information?

If you want to appeal this decision, click the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html).

After 90 days following this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.com. We will conduct a separate investigation to evaluate your account. If we find that you have engaged in deceptive, fraudulent, or illegal activity, or have abused our systems or repeatedly violated our Policies that protect our customers and selling partners, we may withhold some or all funds in your account.

Thank you,

Amazon.com

Sincerely,

Seller Performance Team

https://www.amazon.com

Dear XXXX,

Your Amazon.co.uk seller account has been temporarily deactivated. Your listings have been removed from our site. Funds will not be transferred to you but will stay in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.

Why is this happening?

We understand that you may have used multiple accounts to manipulate Amazon customer reviews.

Sellers are not allowed to manipulate ratings, feedback, or customer reviews. Learn more about this policy in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200386250).

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 the following:

- A detailed description of all methods you used to post or obtain customer reviews that are prohibited by Amazon policies. （发布或获取评论的所有方法的详细说明）

- Contact information (name, email address, website, etc.) for any third parties you engaged to obtain prohibited reviews or manipulate reviews. （刷单/测评的联系方式）

- Identifying information for any customer accounts you or a third party used to post prohibited reviews. （买家的身份识别信息，Facebook, Paypal或者亚马逊邮箱，订单号，Profile)

- List of any prohibited reviews remaining on the Amazon site.（列出还没有删除的违规评论）

- Description of steps you have taken to prevent product review manipulation within your organization and how this will prevent future violations. （以后的预防措施）

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. （有的是写的17 days)

买家商品评论政策

买家评论是亚马逊买家购物体验不可或缺的一部分。买家使用这些评论来详细了解商品、评估其是否符合自己的需求，并做出明智的购买决定。买家评论还可以帮助卖家了解买家对其商品的看法、买家喜欢商品的哪些功能或方面，以及哪些方面有待改进。评论还会为卖家提供有关如何改进商品的建议。为了让买家评论继续为买家和卖家提供上述优势，买家评论必须真实可靠地反映买家的商品体验。

亚马逊的社区准则有专门的政策来保护买家评论的真实性，我们要求您遵守这些政策，并举报您发现的任何违规行为。

我们强烈建议您仔细查看亚马逊买家评论政策，并立即纠正任何违规行为。此外，请务必向您的业务合作伙伴、员工以及与您合作的第三方合作伙伴传达这些政策。您的业务合作伙伴、员工或第三方代理的任何违规行为都将导致执行强制措施，即使发生在您并不知情或没有同意的情况下也是如此。

违反买家评论政策的行为包括但不限于：

· 卖家对自己的商品或竞争对手的商品发布评论。

· 卖家为第三方提供经济报酬、折扣、免费商品或其他补偿来换取对自己的商品或竞争对手的商品的评论。这包括使用可销售的买家评论、网站或社交媒体群组的服务。

· 卖家在买家编写评论之后提供退款或补偿（包括通过非亚马逊付款方式的补偿）。该退款或补偿可能是通过亚马逊买家与卖家消息服务、直接联系买家，或使用第三方服务、网站或社交媒体群组来完成。

· 卖家使用与评论相关的可提供免费或折扣商品的第三方服务（例如，要求买家登记他们的亚马逊公共资料以便卖家监控评论的评论俱乐部）。

· 卖家的家人或员工为卖家的商品或竞争对手的商品发布评论。

· 卖家让评论者更改或移除评论。为此，他们也可能向评论者提供退款或其他补偿。

· 卖家将差评转发给自己或其他反馈机制，而将好评发送给亚马逊。

· 卖家在商品之间创建变体关系，旨在通过聚集评论操控评论和提升商品的星级评定。

· 卖家提供亚马逊好评或物质奖励，以换取对商品包装或装运箱的评论。

· 卖家使用买家账户为自己的商品或竞争对手的商品编写或更改评论。

注意： 此处提到的“卖家”包括卖家的所有员工和第三方合作伙伴。

亚马逊对所有买家评论违规行为都实行零容忍政策。如果我们发现卖家有任何试图操控买家评论的行为，将会立即采取措施，其中包括但不限于：

· 立即并永久撤销卖家在亚马逊商城的销售权限，同时扣留资金。

· 移除商品的所有评论，并阻止商品日后收到评论或评级。

· 从亚马逊永久下架商品。

· 对卖家采取法律行动，包括诉讼和移交民事和刑事执法机构。

· 公开披露卖家的名称和其他相关信息。

Help / Policies, agreements, and guidelines / Program Policies / Customer product reviews policies

Customer product reviews policies

Customer reviews are an integral part of the customer shopping experience on Amazon. Customers use these reviews to learn more about the product, assess whether it fits their needs, and make an informed purchase decision. Customer reviews also help sellers understand the customers’ sentiment about their products, what features or aspects of the product customers like, and what areas need improvements. Reviews also provide sellers with ideas on how to improve their products. In order for customer reviews to continue to provide these benefits to customers and sellers, they have to remain a true and authentic reflection of customers’ experiences with the products.

Amazon's Community Guidelines have specific policies that are meant to protect the authenticity of Customer Reviews, and we ask you to comply with these policies and report any violations you might notice.

We strongly urge you to thoroughly review Amazon Customer Reviews policies and immediately correct any violating actions. It is important that you educate your business partners, employees, and any third-party partners you work with about these policies as well. Any infractions by your business partners, employees, or third party agencies will result in enforcement actions, even if it happened without your knowledge or consent.

Violations to Customer Reviews policies include, but are not limited to, these actions:

· A seller posts a review of their own product or their competitor's product.

· A seller offers a third party a financial reward, discount, free products, or other compensation in exchange for a review on their product or their competitor’s product. This includes using services that sell customer reviews, websites, or social media groups.

· A seller offers to provide a refund or reimbursement after the buyer writes a review (including reimbursement via a non-Amazon payment method). This could be done via buyer-seller messaging on Amazon or directly contacting customers or using 3rd party services, websites, or social media groups.

· A seller uses a third-party service that offers free or discounted products tied to a review (for example, a review club that requires customers to register their Amazon public profile so that sellers can monitor their reviews).

· A family member or employee of the seller posts a review of the seller's product or a competitor's product.

· A seller asks a reviewer to change or remove their review. They might also offer a refund or other compensation to a reviewer in exchange for doing so.

· A seller diverts negative reviews to be sent to them or to a different feedback mechanism while positive reviews are sent to Amazon.

· A seller creates a variation relationship between products with the aim of manipulating reviews and boosting a product’s star rating via review aggregation.

· A seller inserts a request for a positive Amazon review or an incentive in exchange for a review into product packaging or shipping box.

· A seller uses a customer account to write or change a review on his or his competitor’s product.

Note: References to “seller” here includes all the seller’s employees and third party partners.

Amazon has a zero-tolerance policy towards any customer reviews violations. If we detect any attempts to manipulate customer reviews, we take immediate actions that include, but are not limited to:

· Immediate and permanent withdrawal of the seller’s selling privileges on Amazon and withholding of funds.

· The removal of all the product’s reviews and preventing the product from receiving future reviews or ratings.

· Permanent delisting of the product from Amazon.

· Legal action against the seller, including lawsuits and referral to civil and criminal enforcement authorities.

· Disclosing the seller’s name and other related information publicly.

申诉思路

1.如果有发邮件找买家联系要好评、修改评论、删除评论。

需要提供该买家的订单号，邮箱。邮件沟通记录。评论链接。

ASIN：

订单号：

订单情况：已退部分款/已退全款/已重发/提供赠品。

邮件内容：

沟通的邮件原文：

发给买家的：

买家回复的：

差评链接：

差评情况：已更改/已删除。

2.如果是自己的测评刷单团队，有做直评/刷单/测评，请将近期的刷单、测评订单号汇总：（近期3-6个月的）

ASIN	订单号	留评链接	买家邮箱（真人测评）	刷单机构联系方式

刷单/测评联系人信息：（姓名，邮箱，QQ/微信/Facebook等，聊天截图，付款证明）

（申诉必须提供相关信息给亚马逊）

联系人：

联系方式：

聊天截图：（截图要完整，打包另放在压缩文件夹里）

付款截图：（截图要完整，打包另放在压缩文件夹里）

3.如果有放小卡片/宣传册等在包装内，提供礼物或者退款等要好评，请提供细节。（小卡片图片，移出库存订单号）

4. 其他操纵排名和评论的行为：

所有信息都有助于提高申诉成功的概率。未提供信息无法通过审核。联系方式、聊天截图及转账截图非常重要。

（聊天截图、付款截图）

如果测评，需要提供测评联系人信息（姓名，邮箱，facebook主页，订单号，付款截图等。）

如果是刷单，需要提供刷单机构、服务商、中介等的联系方式（比如下单的网站，电话，QQ号，微信ID，支付宝账号，邮箱，如果知道办公地址，把地址也提供下等）。

如果是直评，需要提供直评服务商联系方式（QQ，微信，手机号，支付宝等）

如果有点赞，需要提供点赞的那个review 链接。

如果有提问，需要提供那个问题的链接，提问的内容。

5. 如果没有聊天记录、付款记录了怎么办？

自己做聊天记录和转账记录

（用两个QQ或者微信做聊天记录和付款记录）

案例分析

案例一、售后违规

（退款、重发联系买家删除差评/修改评论/留评）

第一部分：分析原因

Hello, dear Amazon Team,

Good day to you! Here we have urgent case need your kindly help.

Thank you for giving us the opportunity to appeal our seller account. We got the notice from Amazon team that because we were manipulating product reviews, this is violations of Amazon's Community Guidelines.

We are so sorry about that and we have hold an emergency meeting with all employees. After we check our order records and the buyer message records, we found that one of our new employee recently send after-sales messages to the buyers who wrote the negative reviews, she contacted with the customers who wrote negative reviews to offering full amount refund as compensation or resend the replacement for free in exchange for asking them modify or remove their negative product review and feedback.

We also found that we used the third party Automatic Review Request Software of SellingExpress ERP (https://www.sellingexpress.net/) to send review request emails after the orders shipped out.

The template of the message we sent to our customer is as below：

Dear {buyer_name},

Thanks for your purchase! Order ID: {ORDERID}.

I am writing to concern whether you have received your item :) Are you satisfied with our products? If you have questions with your order, before you leave a review/feedback, please don't hesitate to contact us. We would try our best to solve it! {contact_link}

Would it be convenient for you to share your opinion with others by clicking the link below? Which would be great encouragement for us!

{review_5star_link:Share your opinion here}

Please take a moment to rate us as a seller on the Amazon website.

Click here to {feedback_5star_link}

Your feedback will definitely inspire us to improve our service. We really need your supports : )

Hope you can help us. Much appreciated.

Best regards,

XXXXX Customer Service Team

...............................................................................................

After buyers received the message, many of them will reply and tell us some items were defective or did not work, then we will resend the items for free or just refund the orders in order to reduce the negative review and feedback, or ask them share/update their review after buyers satisfied with our solution.

We feel quite ashamed that it is a very seriously wrong behavior to manipulate reviews and other sections of the “Prohibited Seller Activities and Actions”. According to Amazon's suggestion, we double check all the actions we did and make a thorough investigation regarding the problems to avoid similar violations again.

第二部分：

分析经过（邮件沟通记录）

-- A detailed description with dates of all methods we used to manipulate reviews.

After checking the message records, we found that our after-sales team contacted with some buyers to offer full amount refund as compensation or send replacements for free, in exchange for asking them write a good review, or modify/update/remove their negative review/feedback.

Order ID：112-7377919-7732257

The message we sent to the buyer:

Thanks Sonia, I've resend you a replacement, pls kindly wait more few days. any other question, feel free to contact us in your case, are you satisfied with our solution? if do could you pls share your opinion on the product page? people would love to hear what you said.

......................................................................

Buyer replied:

I received the replacement and I wasn't expecting the entire set since only the 50 pound tube was broken. So I cannot thank you enough for this. And it was fast too. I am putting together a very nice review for this item. Thanks again and it's too bad there aren't more people in this world like you thanks.

..........................................................................

She is a new employee who just graduated from college, she did not know that it’s prohibited to contact with the buyer to help them solve after-sales problems and ask buyer modify their reviews. We are so sorry for that we did not take enough training to let our employees learn about the Amazon Seller Policy, especially for the Amazon's Community Guidelines and the policy of Prohibited Seller Activities and Actions.

We also found more and more orders which they send messages with the similar communications records content to the buyers. After we resend the free replacement, many customers would like to update their review. The order IDs and review links are as below:

Order ID: 113-6775822-7909822,

Thanks bikas, i've resend you a replacement, pls kindly wait more few days. any other question, feel free to contact us in your case, are you satisfied with our solution? if do could you pls share your opinion on the product page? people would love to hear what you said.

......................................................................

Buyer replied:

Hi It's just to let you know that I received the package yesterday. Thank you very much for sending the whole set :) I've left a review for the product as well.

Best regards,

Bikas

......................................................................

Order ID: 111-5533556-2568249,

Buyer replied:

Yes, thank you. I will update my review when I receive the replacement Thanks again, I appreciate it!

......................................................................

Order ID: 114-1625694-1634644,

Buyer replied:

Received and reviewed! Thank you so much! I really appreciate this, and I hope the review I posted on amazon is to your liking. Best! Alex

......................................................................

Order ID: 112-4322919-3981048,

Buyer replied:

100% satisfied! I will certainly write a review. Thanks, Thomas.

......................................................................

Order ID: 114-8140438-3522603,

Buyer replied:

Thank you very much for sending the replacement band. As soon as I receive the band I promise to write a great review. I really do think the bands are a fine product, offer a great workout and would be happy to tell others on amazon. Thanks, Anthony.

......................................................................

Order ID: 111-6480084-3903403,

Buyer replied: Hi- Just letting you know that the replacement arrived, and the new strap is in perfect condition. Thanks so much - I've already written a 5-star service review. Have a lovely day :)

......................................................................

Order ID: 113-3375875-5068215,

Buyer replied: Thank you for sending me a replacement. I am very satisfied with this solution and I will share that on the product page. Best, Josh.

......................................................................

Order ID: 111-7245097-8289818,

Buyer replied:

Hi there, What address did you resend the bands to? Is there a way to send them to a new address as I have currently moved during coronavirus. Yes, I will leave a positive review and I am thankful for your amazing customer services thank you!

......................................................................

Order ID: 112-8894565-4262660,

Buyer replied:

Hello, I just wanted to say thank you for sending me a replacement resistance band set after 2 of my bands broke while using them, this is the type of customer service that all sellers should strive for! I will be sure to leave a positive review on your page :) Best, Jimmy.

第三部分：

解决办法

-- Description of steps we have taken to prevent product review manipulation within our organization and how this will prevent future violations.

亚马逊评论政策解读

We do have carefully learned "Prohibited seller activities and actions, and “Amazon's Community Guidelines” etc. The detailed policy contents are below:

Misuse of ratings, feedback, or reviews:

Any attempt to manipulate ratings, feedback, or reviews is prohibited.

Ratings and feedback: We cannot post abusive or inappropriate feedback, or include personal information about a transaction partner. This also includes posting ratings or feedback to our own account. We cannot pay or offer any incentive to a buyer for either providing or removing feedback.

Reviews: We must comply with our Community Guidelines. We cannot offer compensation for a review, and we cannot review our own products or our competitor's products. We can ask buyers to write a review in a neutral manner, but 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.

Misuse of sales rank:

We cannot solicit or knowingly accept fake or fraudulent orders, including placing orders for our own products. We cannot provide compensation to buyers for purchasing our products or provide claim codes to buyers for the purpose of inflating sales rank.

Misuse of Search and Browse:

Any attempt to manipulate the Search and Browse experience is therefore prohibited. We can’t

Artificially simulating customer traffic (through Internet bots, paying for clicks on organic search results, etc.). Providing misleading or irrelevant catalog information (title, bullet points, description, variations, keywords, etc.). Adding product identifiers (brand names, product names, ASINs, and so on), even if they are your own, to hidden keyword attributes.

加强员工培训，邀请/招聘有经验的运营做相关的亚马逊培训。

We’ve organized an Amazon policies leaning. We invited a senior operator who has been engaged 5 years on Amazon and all of our employees to join this learning. We discussed and learned Amazon “Misuse of ratings, feedback, or reviews” "Misuse of sales rank" and "Misuse of Search and Browse" policies carefully.

禁止做以下违规行为：

- We should NEVER offer a third party a financial reward, discount, free products, or other compensation in exchange for a review on our product or our competitor’s product. This includes using services that sell customer reviews, websites, or social media groups.

- We should NEVER offer to provide a refund or reimbursement after the buyer writes a review (including reimbursement via a non-Amazon payment method). This could be done via buyer-seller messaging on Amazon or directly contacting customers or using 3rd party services, websites, or social media groups.

- We cannot solicit or knowingly accept fake or fraudulent orders, including placing orders for our own products.

- We cannot provide compensation to buyers for purchasing our products or provide claim codes to buyers for the purpose of inflating sales rank.

We have sent this policy to all our employees and sales team members, they must learn and remember the policy in their daily work. Anyone who do reviews manipulation, or break other rules that Amazon prohibit will be punished without hesitation. We promise you that we will not ask buyers to modify or remove their review do again and we will strictly obey Amazon's policy all the times.

第四部分：

预防措施

--The steps we will take to prevent this violation in the future.

(1) .We do already stopped sent review modify request message to the customers. We have closed our SellingExpress ERP account and request all the staffs to stop send free product to buyers exchange for product reviews. We do have stopped and never do activities on the above unlawful behaviors.

暂停催评软件群发邮件催评

(2) .We have written a paperwork file announcement and had a meeting to all our staff that sales manipulation is not allowed, anyone who do fake orders or reviews manipulation, or break other rules that Amazon prohibit will be punished without hesitation. And we have established a department who will be in charge of monitoring orders and buyer-seller message system and preventing it happen again in the future.

公司发布公告及成立监督部门。

(3).During the investigation, we have arranged anther professional after-sales team to handle this seller account to make sure every step meets Amazon standards and to prevent the similar issue happen again. The most important things that we should do is try our best to solve customer problems and improve product quality. But according to Amazon review policy, we should not offer refund or free items exchange for ask buyer update or modify the review, we should not ask buyer write a review after we sent free items/replacement items. We hope we can have the last chance to correct our big mistakes.

公司组建新的售后团队。

(4). We will enhance Amazon policy training for every employees and make sure that every sales employees are clear about the detailed policies on Amazon. 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 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 sales team.

公司将加强员工培训，培训内容，培训方式。

利用亚马逊合规的积累评论的方式：早期评论人计划，Vine Voice, 做广告，做秒杀；

(6) .We are aimed to provide high quality goods with fairly competitive price and quality service. We believe that our customers will willingly leave their positive reviews for our products if they receive inexpensive high-quality products and efficient service.

完善产品供应链，提供物美价廉的产品。

(7).For the continued perfection of our products detail pages information, excellent English major translators have been hired for items detail information translation to make sure every detail is correct, fully compliance with amazon ASIN creation policy and professional descriptions on Amazon, which can be more understandable for customers and can further improve customers’ satisfaction, it could help us winning clients trusts and orders.

优化产品页面信息，使用专业的英文描述，保证产品与描述相符。

(8).We will continue to use FBA service for all of our listings on Amazon to make sure every parcel arrived in time; item shipping and customer service settlement is handled by amazon, which can eliminate a lot of problems.

使用FBA配送订单，创造更多订单，减少客户差评。

(9).We will continue to provide better customer service and products so that buyers can have a good shopping experience in our store to get more natural and honest reviews under Amazon's policy.

做好售后服务。

(10).We will continue improving our product quality control and try to cut down the defective rate to the least. The product we list and ship must exactly match the description, pictures, and all other information on the product detail page. If the return rates are high then 15% or with many negative product reviews, we will not sell these item on Amazon again. If we are not sure whether our behavior complies with policies on Amazon, we will actively contact with Amazon immediately and wont blindly upload the products and manipulate product reviews again.

仓库做好质量检测，减少退货和差评。

We guarantee that the similar problem will not happen again. We will strictly obey Amazon's policy. We can assure that all the above steps will be adopted in our business and we will be committed to preventing any other above violation anymore. 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.

We sincerely hope that you can give us an opportunity to improve and we will use our actual actions to reciprocate our customers trust on us.

Please let us know once you have received this email or if you have any further information you want us to provide.

做出保证，希望亚马逊原谅，尽快恢复销售权。

Looking forward to hearing from you soon.

Thanks for your kind help and have a nice day.

Best Regards,

XXXXX Team

案例二、刷单测评

Hello, dear Amazon Team,

Thank you for giving us the opportunity to appeal. Our selling privilege has been removed because we violated Amazon’s Selling Policies and Seller Code of Conduct. We are so sorry about that and we have hold an emergency meeting with all employees. After we check our order records, we found that one of our employee hired the third party to place orders for our own products, and then pay them some commission.

介绍起因，找第三方服务商测评刷单。

We feel quite ashamed that it is a very seriously wrong behavior to Misuse of Search and Browse and Misuse of sales rank and other sections of the “Prohibited Seller Activities and Actions”. According to Amazon's suggestion, we double check all the actions we did and make a thorough investigation regarding the problems to avoid similar violations again.

诚恳道歉，表示认识到自己的错误。

1. Contact information for the third parties involved in this activity:

We cooperated with a third party team via QQ and Taobao.com. Her name is Zhang Xiangui (Nickname for QQ is Amy Hinds or Alan, her changed many fake names ), QQ Account ID: 2591389900, her phone number: +86 13651412356. Sorry we do not have their office address and Email. But we have their www.taobao.com store link: https://item.taobao.com/item.htm?spm=a1z09.2.0.0.45db2e8dR0VdFl&id=573746532917&_u=p347r3gn7914

第三方联系方式

2. Copies of all written communications with third parties involved in this activity.

Please check the attached photos for the communications records.

聊天记录

3. Evidence of payments made to any third parties involved in this activity.

Please check the attached photos for the payment records. We paid for the money via their Taobao store.

付款记录

4. A description of how we learned about the third parties and how we each conducted activities.

介绍与第三方合作的经过，尽量详细。列出ASIN，订单号，评论链接，付款方式等。

She just add my QQ from the QQ Group (QQ Group Number: 492413221). She told me that they have a team, they could contact with many foreigner friends and help Amazon Sellers get some product testing orders and then obtain customer reviews, then these will help sellers raise the sales rank and listing rating very quickly. They claimed they had helped many sellers promote successfully their products. So we offered them some listings to have a try.

We need pay 35/RMB commission to them for each order. But actually, after we asked they offer the buyers Contact information, they did not offer the buyer’s Identifying information or email to us. Because they did not connect with any foreigner friends, they registered many buyer accounts and placed order via Gift Card or Credit Card. So we do not know the Identifying information about all the buyers. But here we have listed all the order numbers placed by the third party team, you can track their Identifying information with the order ID：

701-8318915-9995434, 701-8844902-6423464, 701-7138122-9973012,

701-5409947-4609000, 701-5428753-3907408, 701-0423221-7437061.

5. The actions we have taken to avoid violate Amazon’s Selling Policies and Seller Code of Conduct：

问题已经出现，我们做了什么？----政策解读和学习

We do have carefully learned "Prohibited seller activities and actions, and "Condition Guidelines etc. We have learned from Amazon Seller Policy that we should not do any Prohibited behaviors

on Amazon.com include, but are not limited to:

• Hiring 3rd parties to try to improve ASIN rank and reviews.

• Sending packages to addresses where the recipient does not order or expect them.

• Soliciting or accepting false or fraudulent orders.

• Placing orders for your own products.

• Compensating buyers for purchasing your products.

The detailed policy contents are below.

Misuse of ratings, feedback, or reviews:

Any attempt to manipulate ratings, feedback, or reviews is prohibited.

Ratings and feedback: We cannot post abusive or inappropriate feedback, or include personal information about a transaction partner. This also includes posting ratings or feedback to our own account. We cannot pay or offer any incentive to a buyer for either providing or removing feedback.

Reviews: We must comply with our Community Guidelines. We cannot offer compensation for a review, and we cannot review our own products or our competitor's products. We can ask buyers to write a review in a neutral manner, but 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.

Misuse of sales rank:

Misuse of Search and Browse:

Any attempt to manipulate the Search and Browse experience is therefore prohibited. We can’t

We have already canceled cooperation with the third party who help us place orders or leave the reviews for our products. We promise you that we will not ask others do this again and we will strictly obey Amazon's policy.

暂停和取消与第三方服务商的合作。

6. The steps we will take to prevent this violation in the future.

预防措施？

以后会怎么做！

(1)We do already cancel cooperation with any third party team. We do have stopped and never do activities on the above unlawful behaviors. And next time if we continue receiving the messages from the other third party company to ask us to participate into their plan to make fake orders and manipulate the reviews, we will refuse all their offers and report their messages to the Amazon.

禁止所有员工与第三方服务商开展违规违法合作。

(2)We have written a paperwork file announcement and had a meeting to all our staff that sales manipulation is not allowed, anyone who do fake orders or reviews manipulation, or break other rules that Amazon prohibit will be punished without hesitation. And we have established a department who will be in charge of monitoring and preventing it happen again in the future.

公司发布公告及成立监督部门。

(3)About this account in suspension, we have arranged anther professional team to handle this seller account to make sure every step meets Amazon standards and to prevent the similar issue happen again. We hope we can have the last chance to correct our big mistakes.

公司组建新的有经验的运营团队。

公司将加强员工培训，培训内容，培训方式。

(5). We will promote and popularize new product with Amazon platform official recommendation methods including creating Sponsored Products, Promotions and Best Deal & Lighting deals, never to find any other third party company to place the fake orders. Don't give them any chance but do better quality items and better service. We believe these will help our products exposed to more customers. Its search ranking will rise naturally.

(6). We will participate in the Amazon Early Reviewer Program, when we want to get reviews for newly-launched products instead of making fake orders to boost sales or buying reviews from third party. It's a bad example of disobeying the rule.

(7). We will Use The Enhanced Brand Content (EBC) function. Using this tool, we can describe our product features in a rich and impressive way by including a unique brand story, enhanced images, and text placements. Adding EBC to our product detail pages can result in higher conversion rates, increased traffic and sales and also can assist the customer in understanding the products more.

利用亚马逊合规的积累评论的方式：早期评论人计划，Vine Voice, 做广告，做秒杀；做A+，做视频等等。

(8).We are aimed to provide high quality goods with fairly competitive price and quality service. We believe that our customers will willingly leave their positive reviews for our products if they receive inexpensive high-quality products and efficient service. We believe that buyers who have already purchased our items wanna share their authentic experience through reviews which can lead to an increase in page views and ultimately sales.

完善产品供应链，提供物美价廉的产品。

(9).For the continued perfection of our products detail pages information, excellent English major translators have been hired for items detail information translation to make sure every detail is correct, fully compliance with amazon ASIN creation policy and professional descriptions on Amazon, which can be more understandable for customers and can further improve customers’ satisfaction, it could help us winning clients trusts and orders.

优化产品页面信息，使用专业的英文描述，保证产品与描述相符。

(10).We will continue to use FBA service for all of our listings on Amazon to make sure every parcel arrived in time; item shipping and customer service settlement is handled by amazon, which can eliminate a lot of problems. After every FBA order is completed, we send the emails asking whether there is any technical supports. These service will help raise customers' satisfaction, trust and reliance on our products and services.

使用FBA配送订单，创造更多订单，减少客户差评。

(11) We will continue to provide better customer service and products so that buyers can have a good shopping experience in our store to get more natural and honest reviews under Amazon's policy.

完善售后服务，创造好的购物体验。

(12).If we are not sure whether our behavior complies with policies on Amazon, we will actively contact with Amazon immediately and wont blindly upload the products and manipulate product reviews again.

与亚马逊卖家支持团队和招商经理保持沟通和学习，不懂的政策问题问官方。

We sincerely hope that you can give us an opportunity to improve and we will use our actual actions to reciprocate our customers trust on us.

做出保证，希望原谅，盼尽快恢复。

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.

Best Regards,

XXXXX Team

操纵销量申诉案例分析

尊敬的XXXX：您好！

您的亚马逊卖家账户仍然被暂时停用。您的所有商品已被移除。我们会与您共同商讨解决这个问题，在此期间，资金不会转给您，但会留在您的账户中。如有任何未完结的订单，请及时安排发货，以避免进一步影响您的账户。

为什么会发生这种情况？

如需了解需要改进的具体方面，建议您查看“禁止的卖家活动和操作”页面的“滥用评分、反馈或评论”、“滥用销售排名”和“滥用搜索和浏览”部分 (https://sellercentral-europe.amazon.com/gp/help/200386250)。

如何重新激活我的账户？

要重新激活您的账户，请向我们发送一份行动计划，说明以下方面：

-- 销售排名与搜索和浏览出现违规的根本原因；

-- 您用于解决政策违规的措施；和

-- 您为了防止将来出现这类违规行为所采取的步骤。

如何发送所需信息？

如果您想对此决定提出申诉，请在卖家平台的“业绩通知”页面上单击此消息旁边的“申诉”按钮 (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notifications.html)。

如果未发送要求的信息，会怎么样？

如果您没有在 17 天内发送切实可行的计划，您可能会永久失去在 Amazon 上销售的资格。如果您的账户中还有资金，我们会从中扣除与您的订单相关的所有亚马逊商城交易保障索赔或信用卡拒付金额，剩余资金可供您支配。此过程通常需要约 90 天，但资金的冻结时间可能会更长。

您可以在卖家平台的“付款”部分查看余额和结算信息。如果您对此存有疑问，请发送电子邮件至 payments-investigate@amazon.co.uk。如果您有任何 FBA 库存留在亚马逊运营中心，您会在 30 天内收到电子邮件，其中附有关于如何移除这些库存的说明。

您可以在 https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_ap 上查看自己的账户绩效，也可以在 iOS 或 Android 设备的亚马逊卖家应用主屏幕上选择“账户状况”。账户状况控制面板会显示您的账户在 Amazon 上销售所需的绩效指标和政策方面的表现情况。

-- iOS 应用 (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8)

-- Android 应用 (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB)

谢谢！

Sincerely,

Seller Performance Team

Amazon.co.uk

买空库存赶跟卖：

Your Amazon com Seller account has been deactivated. Your listings

have been removed. Funds will not be transferred to you but will be

held in your account while we work with you to address this issue.

This could take up to 90 days. Please ship any open orders to avoid

further impact to your account.

Why is this happening?

Your Amazon seller account has been deactivated in accordance with

section 3 of Amazon's Business Solutions Agreement.

This includes, but is not limited to, placing fake orders to hold competitor's inventory. Amazon's policy regarding attempting to damage or abuse another Seller, their listings or ratings can be found at

How do I reactivate my account?

To reactivate your account. please send a plan of action that explains.

- The root cause(s) of violating the section "All sellers must not

attempt to damage or abuse another Seller, their listings or ratings" in

the Seller Code of Conduct.

- The actions you have taken to resolve the policy violation.

- The steps you have taken to prevent this violation in the future.

申诉信：

Dear Amazon Team,

May I know have you got our plan of actions which we send to you last week? We still did not get any response yet. We have offered the information as your requested. Please help us check the plan of actions as below:

We here update more details about the issue of Misuse Sales Rank & Search and Browse violation and make some effective plan of actions to prevent similar violations in the future.

Since we already send you several appeal letter to you, but our company still want our selling privilege back, and we never give up, because selling on amazon is our only business we have now!

We reorganized all the details of this matter, and after analyzing the event, hereon, we applied for our selling privileges again.

After we double check the chat record with the third party, we found more order records on our Amazon DE market was violated Amazon policy, we offered our ASIN: B07XXXXXXX to the third party, and they used the Automatic Order Software to add the item into many buyer accounts' shopping cart, then there are many pending orders and cancel orders. Thus the listing's ranking is better and we could win the buy box and have more true orders .

自动加购物车下Pending订单，订单很快取消。

Please check our new plan of actions as below：

To appeal, we here made the following statement and provided the following information:

原因分析

----The root cause(s) of the Sales Rank & Search and Browse violation:

In recent days, many new colleagues have been recruited in our company. They were not adequately trained. The new employees were eager to increase the sale and rank rating to win the Buy Box for some hot sell listings. They contacted a third-party company who claiming can help us increased our sales and rank very quickly.

On the last 3 months, we hired the third party who used multiple accounts to Manipulate Sales Rank for our products, and we offers the third party a financial reward in exchange for our listing could have better rank on Amazon. We listed some new listings, and we offered the ASIN and keyword to them, then they used their multiple accounts to have some pending orders directly.

下单过程

We just need offer the ASIN, and then they will use the Automatic Order Software to change many different buyer accounts and IP address and add the items into the buyer accounts shopping cart all the times automatically. Then we could have the buyer box, and more orders then other sellers. They use those buyer accounts to placed the Pending orders in our account, and all these orders will not complete the payment, all these orders will be canceled after few days. That’s why we have so many Canceled orders during the three month.

服务商信息：

The third-party company only told us that they had solution to maximize the effect of rank and order manipulation, we really didn’t know their operation was extremely bad, which seriously disrupted the normal operation of the Amazon system, disrupting the buyer’s shopping experience.

1. Here is the information of the third party:

The website of the Automatic Order Software:

无忧赶跟卖：http://www.wuyou.cloud/home/login

Company name:合肥探索信息科技有限公司 (Hefei Discovery Information Technology Co., Ltd.)

Address:安徽省合肥市经济技术开发区齐云路24号. (No. 24 Qiyun Road, Jijing Jishu Kaifaqu, Hefei City, Anhui Province.)

Here is the contact person of the service people of the third party:

His name is Amazon刷单无忧赶跟卖, true name is 陈建云 (Chen Jianyun) , QQ Account ID: 354328299@qq.com；

Please check the attachment about the “Copy of communication” and “payment evidence Records”.

We have stopped used the Automatic Order Software, so we can not offer more operational details on the software system.

赶跟卖软件介绍

The Automatic Order Software features: fully automatic registration of temporary buyer accounts, randomly generated delivery address, email address, phone number, invalid credit card and other information, simulate real-life purchase operations, consume target seller inventory, resulting in target seller inventory pending. Automatically monitor whether the target seller restores inventory, and then enters the purchase again after recovery. The fully automatic software needs to cooperate with the dynamic VPN to prevent the IP address of the official Amazon software from being closed. The software should run on a computer that can automatically redial the ADSL account. In order to achieve the goal of automatic IP replacement.

The principle of software : by sending pending order request to take the seller's inventory, support place order automatic execution, without human intervention.

Here are the orders that they manipulated, please check more order as the attached documents.

ASIN: B07XXXXXXX:

Order ID list on DE market.

......

and so on.

ASIN: B07XXXXXX, B07XXXXXXX.

Order ID list on UK market:

......

and so on.

做出道歉，并说明是新员工个人的行为。

We have a great product, but we tried to add on a bunch of unnecessary, disingenuous orders. We are stupid trying to manipulated sales and rank rating then interfere the buyer’s purchase decision. Just focusing on an amazing customer experience is a much better idea. Going forward, this will be the only thing we focus on.

Because of our negligence result in such a serious consequence, we want to express sincere apology to Amazon.

Because our new employee was not familiar with the rules of Amazon, which result in we believe in an unreliable company. We really didn’t mean to do so.

We feel quite sorry for what we have done in our store and also feel sorry for realizing our fault that late. We expect your forgiveness and we really want to correct our mistake!

解决问题违规做了什么？

----The actions you have taken to resolve the policy violation：

We beg amazon’s understanding that we are not trying to give a dying struggle in this issue, if by any chance that we could be pardoned, steps we have taken to prevent such an issue from happening again are as follows:

政策解读。

学习学习再学习！为啥违规，心里有底！

1. We’ve learned Amazon “Misuse of ratings, feedback, or reviews” “Misuse of sales rank” and “Misuse of Search and Browse” policies carefully.

Misuse of sales rank: The best seller rank feature allows buyers to evaluate the popularity of a product. Any attempt to manipulate sales rank is prohibited. You cannot solicit or knowingly accept fake or fraudulent orders, including placing orders for your own products. You cannot provide compensation to buyers for purchasing your products or provide claim codes to buyers for the purpose of inflating sales rank. In addition, you cannot make claims regarding a product's best seller rank in the product detail page information, including the title and description.

Misuse of ratings, feedback, or reviews: Any attempt to manipulate ratings, feedback, or reviews is prohibited.

Ratings and feedback: The ratings and feedback features allow buyers to evaluate the overall performance of a seller, which develops their reputation within the Amazon Marketplace. You cannot post abusive or inappropriate feedback, or include personal information about a transaction partner. This also includes posting ratings or feedback to your own account. You can request feedback from a buyer, however, you cannot pay or offer any incentive to a buyer for either providing or removing feedback.

Reviews: Reviews are important to the Amazon Marketplace, providing a forum for positive or negative feedback about product and service details and reviewer's experiences. To ensure that reviews remain helpful, sellers must comply with our Community Guidelines. For example, you cannot offer compensation for a review, and you cannot review your own products or your competitor's products. You can ask buyers to write a review in a neutral manner, but you 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. If you think a review does not comply with our Community Guidelines, click on the Report Abuse link next to the review.

组织员工培训。

培训培训再培训！什么该做，什么不该做！

2. We’ve organized an Amazon policies leaning. We invited a senior operator who has been engaged 5 years on Amazon and all of our employees to join this learning. We discussed and learned Amazon “Misuse of ratings, feedback, or reviews” "Misuse of sales rank" and "Misuse of Search and Browse" policies carefully.

- We cannot solicit or knowingly accept fake or fraudulent orders, including placing orders for our own products.

- We cannot provide compensation to buyers for purchasing our products or provide claim codes to buyers for the purpose of inflating sales rank.

- We cannot make claims regarding a product's best seller rank in the product detail page information, including the title and description.

- We cannot artificially simulate customer traffic (through Internet bots, paying for clicks on organic search results, etc.).

- We cannot providing misleading or irrelevant catalog information (title, bullet points, description, variations, keywords, etc.).

- We cannot adding product identifiers (brand names, product names, ASINs, and so on), even if they are our own, to hidden keyword attributes.

3. We will NEVER post any abusive or inappropriate feedback, or include ANY personal information about a transaction partner. We will NEVER post ratings or feedback to our own account. We will NEVER pay or offer ANY incentive to a buyer for either providing or removing feedback.

4. We will NEVER attempt to manipulate the Search or Browse experience. We will NEVER Artificially simulate customer traffic through Internet bots, paying for clicks on organic search results, etc. We will NEVER provide misleading or irrelevant catalog information like title, bullet points, description, variations, keywords, etc. We will NEVER add product identifiers like brand names, product names, ASINs, etc even if they are our own, to hidden keyword attributes.

发布公告，完善公司制度！

5. We have strengthened our training on company regulations, and we have made amendments on our company regulations:

DO NOT manipulate product reviews/feedback/sales ranks;

DO NOT drive amazon customers to another shopping platform;

DO NOT sell fake/inauthentic products;

DO NOT try obtain multiple seller accounts;

DO NOT misuse variation;

DO NOT have Inappropriate email communications with customers;

DO NOT Misuse Product Customization;

DO NOT Misuse Search and Browse;

DO NOT Misuse Amazon A-to-z Guarantee;

6.We will NEVER offer compensation for a review or product rank. We will NEVER review our own products or our competitor's products. We will NEVER ask for positive reviews. We will NEVER ask for reviews from the buyers who had a positive experience. We will NEVER ask a reviewer to change or remove their review. If we find any review that does not comply with amazon Community Guidelines, we will report this review by providing the review link to amazon seller support for investigation and a proper action to maintain amazon a trusted market place.

7. Stop the wrong behavior and make a new company rules.

We have ended the cooperation with the third parties. And will never contact with any third party which have the activity against Amazon’s policies and rules. We will not use third party services to misuse rank and review. We have written a paper work noted to all our staff Sales Rank & Search and Browse violation is not allowed, anyone who break this rule will be punished.

All employee are prohibited to manipulate Sales Rank and customer reviews. All staffs are prohibited to provide compensation (including free or discounted products) for a review and rank. Anyone who provides compensation will be fired.

预防措施，以后怎么避免类似违规：

措施和操纵评论的差不多！！！

----The steps you have taken to prevent this violation in the future.

We will focus on products that are of high quality, innovative and closely in line with consumer needs. If the products we are going to sell are of very good quality, with help from amazon sponsored products, chances of customers to make purchase is large and customers are very likely to voluntarily post a positive review for them, which in turn will improve the search, rating and sales of the product it self in the long tun.

8. We will not do the sales on other online websites, we will only do sales LD or BD on Amazon to get more opportunity of reviews.

Above all, We will fully study the NEW Amazon policy, and we feel so guilty that we did not study it thoroughly and miss the new updates.

9. In order to offer our customers a better shopping experience on Amazon we make the following plans:

A. We have established a department immediately to be responsible for Amazon account monitor and prevent.

a. Check all promotion on the website including our own website and other discount websites, refuse free or big promotions in exchange orders or reviews, as soon as we found this we will stop immediately.

b. Check emails including Amazon buyer message every day, and stop our staff to send free samples and exchange for orders and reviews.

c. Check every single listing if there is an unusual increase of orders and review quantity, if there is, we will stop immediately.

10. We will continue to provide better customer service and products so that buyers can have a good shopping experience in our store to get more natural and honest reviews under Amazon's policy. We are aimed to provide high quality goods with fairly competitive price and quality service. We believe that our customers will willingly leave their positive reviews for our products if they receive inexpensive high-quality products and efficient service. We believe that buyers who have already purchased our items wanna share their authentic experience through reviews which can lead to an increase in page views and ultimately sales.

11.We will continue to use FBA service for all of our listings on Amazon to make sure every parcel arrived in time; item shipping and customer service settlement is handled by amazon, which can eliminate a lot of problems. After every FBA order is completed, we send the emails asking whether there is any technical supports. These service will help raise customers' satisfaction, trust and reliance on our products and services.

12.We will participate in the Amazon Early Reviewer Program and VINE Program, when we want to get reviews for newly-launched products instead of making fake orders to boost sales or buying reviews from third party. It's a bad example of disobeying the rule.?

13.We will promote and popularize new product with Amazon platform official recommendation methods including creating Sponsored Products, Promotions and Best Deal & Lighting deals, never to find any other third party company to place the fake orders. Don't give them any chance but do better quality items and better service. We believe these will help our products exposed to more customers. Its search ranking will rise naturally.

14.We will Use The Enhanced Brand Content (EBC) function. Using this tool, we can describe our product features in a rich and impressive way by including a unique brand story, enhanced images, and text placements. Adding EBC to our product detail pages can result in higher conversion rates, increased traffic and sales and also can assist the customer in understanding the products more.

We are terribly sorry and ashamed of violating the Amazon policy that we have always respected. Fortunately, we have clearly recognized the problems, found the root causes, made corresponding improvements and made future plans to prevent similar problems from happening again.

We do cherish the opportunity of selling on Amazon. We will try our best to provide world class product and service to every Amazon customer. We really hope you can check our plan carefully and give us a chance selling on Amazon again. We will always obey Amazon’s policies and to be a greater seller.

We hereby sincerely look forward to receiving a message from amazon.

Best Regards.

XXXXX Team

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