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Amazon says Jungle Scout is root cause of Policy Warning regarding reviews manipulation...threatening to suspend my account

by Seller_yMrA3qRSyq36c

Amazon is stating I have compensated customers in exchange for reviews. I can say with 100% certainty that this is NOT true! I have always followed Amazon’s policies on what sellers can and cannot do regarding requesting reviews from customers.

After speaking with Amazon’s Quality Team, they’re stating that the issue is stemming from my Jungle Scout account. Jungle Scout states that all of their services comply with Amazon’s policies. They tell me that there are 18 reviews that their team has flagged as having been manipulated in some fashion. They won’t provide me any examples or any proof or any details whatsoever. They want to me provide them a list of the Order #'s related to these 18 reviews. How is that even possible? There’s no way that I know of to cross reference a customer review with an order #. I literally have 10s of thousands of orders over the past 3 years. Jungle Scout only provides records up to 30 days. Jungle Scout does not track whether or a not a customer who has received a “Review Request” has actually left a review.

I’ve gone through ALL of my SKUs for the products I sell on Amazon and thoroughly went through each and every single review to see if I could find anything that looked off or misleading. I was not able to find any. And even if I did find any, there’s no way that I know to cross reference that username of the review with an Order ID.

I’m at a complete loss here. I’m flying blind. Amazon won’t provide any examples or proofs of these allegations for something that I personally did not even do or am even aware of. How am I supposed provide them 18 Order IDs of what they’re considering “manipulated reviews” without any details?

I tried contacting Jungle Scout, but they offer no phone support. Had to create a ticket. They’re saying they don’t see anything that looks out of place and confirmed that their services comply with Amazon’s terms of service.

Does anyone have any advice? I feel these allegations are completely unfounded, unfair, and criminal.

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Seller_yMrA3qRSyq36c
In reply to: Seller_yMrA3qRSyq36c's post

I am happy to report that my last appeal has been approved and my selling privileges have been reinstated. I need a drink!

Let this story serve as a warning to all sellers. Exercise extreme caution when using any 3rd party services that integrate with your Amazon seller account. Even with their statements of compliance to Amazon’s TOS, violations can still occur. Even a top-notch service provider like Jungle Scout is not exempt from this as I had to learn the hard way.

This has been a nightmare. I no longer allow any 3rd party integrations with my seller account no matter how legitimate the service.

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Seller_8heIxAf1mLwgp
In reply to: Seller_yMrA3qRSyq36c's post

Sounds like they want you to terminate that account, doesn’t it?

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Seller_jZWpyInw8RkYT
In reply to: Seller_yMrA3qRSyq36c's post

@The_Digerati_Group, I am NOT saying that you have intentionally or unintentionally violated any Amazon policies, but just to be clear, you have investigated all of these types of possible compensation to Buyers, even if not tied directly to review requests?

  • purchase rebates
  • free products
  • purchase reimbursal
  • significant discounts
  • coupons for future use

Have you (or Jungle Scout) at any time requested that Amazon Buyers provide screenshots of their orders, or other proof of purchase, for any reason?

Have you (or Jungle Scout) used any type of social media group for advertising or coupon codes, that might be known for review compensation?

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Seller_pBEwo8CxxHc63
In reply to: Seller_yMrA3qRSyq36c's post

You cant take responsibility for something if you don’t know how it happened. You need to press jungle scout harder

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Seller_EtyfgCNlIg8g2
In reply to: Seller_yMrA3qRSyq36c's post

I am going to go out on a limb here and guess that you have been using the JS seller feedback request. Is that correct? Forget the product reviews for a second. I am bettering that this is a seller feedback issue.

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Seller_heGEhMkDNJO4K
In reply to: Seller_yMrA3qRSyq36c's post

As a regular shopper on Amazon, half the things I buy carry inserts that blatantly offer gift cards for reviews. Based on the language most of these are Chinese sellers… Amazon seems to be overreacting and punishing sellers that they even suspect is doing something like that… the issue is that most Chinese sellers have multiple accounts and can easily ditch one create another.

The best option for US sellers is to reduce dependency on Amazon and setup their own store front, Amazon is essentially AliExpress, getting harder to survive on it for US sellers.

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Seller_j1NiizhsjJNHC
In reply to: Seller_yMrA3qRSyq36c's post

Amazon is obligated according to published rules of arbitration to provide the information which you need. The services of your lawyer be be required to get there.
Dwight

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Seller_Om4IZ0kZUnFbF
In reply to: Seller_yMrA3qRSyq36c's post

Which review automation are you talking about? Their chrome extension includes a function to batch request reviews from the Manage Orders page. It basically allows you to press the Request a Review button, which is an Amazon feature, nothing to do with Jungle Scout, for multiple orders instead of having to go into each order to request the review. I do this with no issue, as I’m sure many others do. But now I’m nervous about it.

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Seller_6AtZ6s8g9oLb1
In reply to: Seller_yMrA3qRSyq36c's post

Yes, their review automation cannot possibly be against TOS as it automates clicking the request a review button which is 100% within policy. However, requesting reviews multiple times from the same customer is against TOS. You can’t possibly do this by only using the request a review button, because Amazon won’t let you. But if jungle scout is also messaging customers to request a review again then that’s against policy. Regardless, it really seems like the email marketing or promotions that you ran with JS could be the problem. I don’t see the review automation being an issue.

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Seller_dy0iaamuixQa3
In reply to: Seller_yMrA3qRSyq36c's post

This is probably a dumb question … but have you thought of abandoning Jungle Scout and going a different direction? (Especially since they don’t seem to be helping with the situation.)

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Seller_AoXJb1THPUmOD
In reply to: Seller_yMrA3qRSyq36c's post

Your in their crosshairs. Wont end well. They always win.

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