"Customer product reviews policies" - seller account has been deactivated
Hello,
We added insert to our product packaging but we asked just honest review as all sellers. But Amazon deactivated our account. We have been FBA seller more than 7 years. Just we do private label our trade mark (brand registry) products.
So now what is the steps and we can reactivate our account ?
We opened a case and wrote which shipment ID has some insert in the products, asked help to create removal order.
After that we will write an appeal.
Could you help me on this steps please ? What should we do ?
Regards,
"Your Amazon.com seller account has been deactivated and your listings have been removed in accordance with section 3 of Amazon's Business Solutions Agreement. Continue to ship open orders and respond to customer inquiries to avoid further impact to your account. Funds will not be transferred to you but will stay in your account while we work with you to address this issue in accordance with our "Funds Disbursement Eligibility Policy":
Why did this happen?
We have determined that you violated Amazon’s "Customer product reviews policies" by using inserts, flyers, coupons, brochures, or similar materials included inside or on the product packaging that request a favorable review or rating, or offer incentives to post a review or rating. Manipulating customer reviews is against our policies."
8 replies
Seller_NbYSGJ8Tehgbv
I have seen this happen to sellers who have been selling for years without a problem. Unfortunately, having been selling for years does not make you immune to this type of suspension.
The team that initiates this type of suspension would like you to remove all of the benefits received from the inserts. I understand that the inserts asked for an honest review but, regardless, the team that suspended your account thinks otherwise.
If I were you, I would call the account health team to request advise on removing your listing entirely, along with all of the reviews. So your account can get reinstated.
Seller_Hi7wbO2Kbo6bl
What was the wording used in your insert?
Seller_rI7BZIczK8iAC
Post here a picture of your insert.
Amazon says:
You say:
Emet_Amazon
Hello @Seller_eJ0dvWjgR5200,
Thank you for posting your concerns with a product review violation.
Why did this happen?
We have determined that you violated Amazon’s "Customer product reviews policies" by using inserts, flyers, coupons, brochures, or similar materials included inside or on the product packaging that request a favorable review or rating, or offer incentives to post a review or rating. Manipulating customer reviews is against our policies."
As noted in the notification, this is a serious issue which in most scenarios can only be disputed with proof that your inserts comply with our review policy.
You mentioned that the wording on your inserts were just asking for an honest review, as mentioned by @Seller_Hi7wbO2Kbo6bl, could you offer an example of the phrasing used on your insert?
Additionally, as noted by @Seller_rI7BZIczK8iAC, could you offer a picture of the insert, so long as it does not contain any personal information, or external links?
I would also suggest reviewing our customer product review policy page in seller central for more guidance on our specific policy surrounding this situation.
So now what is the steps and we can reactivate our account ?
We opened a case and wrote which shipment ID has some insert in the products, asked help to create removal order.
After that we will write an appeal.
Could you help me on this steps please ? What should we do ?
As noted most of these situations are going to be a dispute only scenario but I would refer to your original deactivation notice, what is being requested?
If we're asking for evidence that this was in error, we will only accept proof or supporting evidence on how your insert complies with our policy.
If we're asking you to complete an appeal or questionnaire be completed in the account health page, we may be able to accept more. I would ask that you provide this notice so that we can offer more guidance moving forward.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
