My account is set for deactivation within 72 hours due to a violation of the review policy. I have appealed it and keep providing the requested information, but Amazon keeps requesting the same information. I am stuck in a loop. I am not sure what I am missing.

I am one man business, I screwed up and offered a discount for a review to be changed, I already admitted all of this to Amazon and followed all the steps in the appeal.

One problem is that Amazon REMOVED the review, yet are asking me to LINK to the review.. It's not possible. The other information I have answered to my best ability. This is really a simple situation, I messed up on a single ASIN, a single order, a single customer. I am just trying to receive some forgiveness so I don't lose my business.

Please help.

@Glenn_Amazon

@Atlas_Amazon

@Emet_Amazon

@Sonny_Amazon

@Troy_Amazon

@Julia_Amazon

@Stevie_Amazon

Hello @Amazon. We are looking for some help here. I am an ex-Amazon employee and am familiar with the importance of the integrity of the customer reviews function. When I started my selling account, I focused on differentiating my business from competition by placing a greater emphasis on customer focus and swift issue resolution - both of which can be tied to the following leadership principles which have greatly influenced me personally: Customer Obsession & Bias for Action.

Today I received a notification stating the following: We have found that your account has violated our "Customer product review policies", and your account is at risk of imminent deactivation. Why did this happen? We are taking this action because we believe you may have asked customers to write positive reviews on your products or to remove or modify negative reviews which violates our "Customer product reviews policies."

There are further details included on how to address the issue. Our problem is that we have not done any review manipulation - at all. We do not ask customers to leave us a positive or negative review. We do not use a 3rd party service, family members, random customer accounts, or any other means of review farming to post reviews to our listing. Here's what we think may have triggered this notification.

Two days ago we reached out to a customer, via Buyer-Seller messaging from the "Customer Reviews" page, who left us a 1 star review due to an issue with the product they received. The customer was upset that they were out of their return window and left with a faulty unit. We offered a full refund or replacement to the customer. Part of our commitment to customers is a 1 year warranty - no questions asked! The customer opted to receive a replacement, stated that they would remove the review until they receive the replacement and can test it. We never asked, or persuaded the customer to do anything with the review. We never insinuated that they should leave us feedback - all we consistently state in every interaction with every customer is that we appreciate the feedback ALREADY provided (be it positive or negative). We use their feedback to make improvements to our products as we work closely with our manufacturer. We suspect that the removal of this particular review from the customer is what caused the system to get triggered.

We filed an appeal today outlining all the details that we do not use any services but only focus on providing the best customer service possible - since we are also Customer Obsessed! As a result, some customers do update their reviews but they do so independently and not at our request at all. We submitted PDF copies of every buyer-seller exchange we have had with any customer who left us a 3 star and below review - each one detailing how there is 0 evidence of review manipulation.

We have just received a response from Amazon stating: "We received your submission but do not have enough information to remove the warning from your account at this time."

Furthermore, Amazon is asking us to provide evidences for items that are not applicable to us. No prohibited review methods used. No incentives offered in exchange for reviews to be posted on Amazon. No 3rd party involvement. No prohibited reviews obtained from employees, friends/family or 3rd party services (outside of Amazon Vine Program). After carefully reviewing the most recent Customer Product Review Policy - I am certain that we have not violated any of the outlined situations which would be against Amazon's TOS.

I am at a loss here, and extremely worried that we are at risk of account deactivation. I don't know how else to provide evidence, when there is no violation happening from my standpoint. I have none of the requested documentation or details that Amazon is asking for as they are not applicable to my situation.

What do I do here to have the violation removed? Short of sending every single form of buyer-seller interaction, I can't think of any other evidence to show that we NEVER asked a customer to update, modify, delete or leave a positive/negative review. The only tool we have EVER used to get reviews is Vine and the automated Amazon feedback/review request tool.

Please help me @Amazon. @Seller_c2KLMXKhUYF3u@Seller_SBIjJooGeXSQ6@Seller_guLNtDGZuva40

Additional helpful details: I do not have a team, my seller account is managed by myself and my wife. I have already investigated every interaction and can confirm that there has not been a single interaction where we asked for a positive review, update of a review, deletion of review. We do not outsource any work or work with an agency. We do not have a virtual assistant. We are a very small 2 person, minority owned business.

Can Amazon please tell us what exactly happened? What triggered the policy violation? If we know what the violation is we can from a strong, concise and effective POA to address the violation. I am all for making changes and admitting a mistake if I missed something - but I need some direction on where we went wrong. PLEASE HELP US

Dear Mods,

We have been selling on Amazon for over 6 years and have always complied with Amazon policies, which is why our AHR has always been 1000. Recently, we received several policy violations related to restricted products and review violations. We have successfully submitted a POA and on the other side submitted the details required for ASINs to reinstate under restricted products. Some of the ASINs are successfully reinstated, however, there seems to be a glitch in the Amazon system. The ASINs that are reinstated still show up in the account health page under the restricted products section, that is impacting our AHR.

The ASINS are:

B0DCC8NCDN

B0D42DH9PL

B0CTKRMN9S

B0DKVD9PBX

B0DLKVSYDS

B0CTKRMN9S

Please help us resolve this issue as soon as possible because otherwise Amazon might deactivate our account.

@Seller_c2KLMXKhUYF3u@Seller_SBIjJooGeXSQ6@Seller_guLNtDGZuva40@Seller_nt9X7GoCkqXGB @Seller_pAPBCLhysbW5T