Hello,

We recently received an email from Amazon stating:

"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."

https://sellercentral.amazon.com/gp/help/external/YRKB5RU3FS5TURN"

They want us to submit a plan of action; however, we cannot identify why they sent this.

1. We never use third parties to get reviews or offer compensation in return for a review.

2. We pay for Amazon Vine all the time.

3. We use the portal provided by Amazon to contact customers who leave negative reviews; however, this is to try to resolve the customer's problems, and we never ask them to change the review. However, sometimes, if we resolve the problem, they offer to change it.

We recently had a customer who had a problem with one of our power banks, we tried to troubleshoot the problem and determined that the unit was faulty. We are a private label brand and offer 12 month warranty with all our items.

We offered to send this customer a replacement under warranty and they accepted. We did not ask them to change to review in return however they messaged us suggesting they would change it if the unit worked.

We suspect this is why Amazon flagged our account, as the email stated it uses automated methods to determine violations.

My question is, have we violated Amazon policy due to this? We did not ask the customer to change the review, we just offered the warranty on the item.

Has anyone else had a similar situation? I have read over the review policy, and I do not see how we have violated this policy under the terms set out on the page.

Regards