Critical Policy Violation - Customer reviews Policy Violation
@Atlas_Amazon@Seller_rI7BZIczK8iAC
Got hit with the customer review policy violation and at risk of deactivation.
We never ask for reviews, EVER.
However in the one message we received yesterday we think may have triggered a bot to flag us. I am attaching the screenshot.
The buyer in her last sentence said: "But yes, I will be keeping it, I'll wait for a bit to see how it grows and then leave a review!"
Did the phone call for a health professional and they said I can either admit it or deny it. either way I have to provide proof that I either did it, or that I didn't. We never ask for reviews so I looked all messages and this was the one that stood out to me. The words "Leave a review" I am assuming triggered it.
I always follow the rules and then this....
13 replies
Seller_rI7BZIczK8iAC
This is "just" a violation. It will stay 180 days on your account and then disappear. Your question today is:
Unfortunately I can't give you an advice here. Also, we don't know if the bots did flag THIS communication or another one. Be aware that the AI sees ALL our communication on internet, not just the ones made through Amazon. If ever you mentionnend in an email to a customer who bought from your website something about leaving a review on Amazon, the bots see that. Or you have customers as "friends" on facebook or elsewhere and they leave a rating/review. So think about all the possibilites. Or an Amazon customer contacted you via your website and this customer left a review without you asking him to do so.
If you are 100% sure that nothing like this happened I would probably deny it. But wait also the oppinion from @Atlas_Amazon
Seller_r9wMm8LrE5iKj
I'm pretty paranoid myself, but I'm a gonna need a citation for this claim, particularly given the quality of Amazon's AI:
Seller_rI7BZIczK8iAC
you will never get a "citation" for this from Amazon. They never deveal how its AI works. That's just an observation I made over the years reading the forum. But it's known (without source or citation) that the AI sees all our electronic communications. You can believe it or not.
Seller_5S77ehtlGIA21
so here is their response, but again the fact is we never solicited for reviews ever.
Thank you for submitting your appeal. We received your submission, but the available information is not enough to remove the policy warning from your Account Health page
Why did this happen?
We took this action because we've found that you may have corresponded with customers to influence them on one or more of the following - requesting or sharing personal information, modification of negative reviews or seller feedback, asking for favorable reviews or seller feedback. These actions violate our Communication guidelines. To learn more, go to "Communication guidelines":
https://sellercentral.amazon.com/help/hub/reference/external/G1701
Note: This decision was reached through a combination of automated analysis and expert human review.
How do I address this issue?
To resolve this warning, go to your "Account Health" page and select "Submit new information" next to the violation and submit the information requested in the following section.
https://sellercentral.amazon.com/performance/account/health/policy-warnings?ref=ah_em_pra?ref=ah_em_pra
What information do I have to submit?
To remove the policy warning, provide the following information:
-- Provide a detailed description of all methods used to contact customers via the Amazon buyer-seller messaging system to offer compensation for writing positive reviews or seller feedback, updating or deleting negative reviews or seller feedback, or soliciting or sharing personal information to opt out of buyer-seller messaging.
-- Identify who you believe carried out this form of abuse.
-- Provide contact information such as the name, email address, address, phone number, or website for all third-party services engaged.
-- Explain how you found these third-party services and list any associated websites.
-- Provide documentation that supports the preventative steps that you have taken to ensure that no one working on behalf of you will engage in requesting favorable reviews or feedback, offer incentives to post a review or feedback, or ask for Personal Information in the future.
-- Provide Order IDs for orders where the following occurred, customers were offered incentives for favorable reviews or seller feedback, or there was a solicitation or sharing of personal information that violates Amazon's communication policies and community guidelines
Has this message been sent in error?
If you believe that there has been an error, submit an explanation through your "Account Health" page by selecting "Submit appeal" next to the violation and following the instructions provided:
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ahr
Your explanation should include an explanation and evidence that demonstrates that your account has complied with our Communications guidelines policy.
What happens if I do not submit the required information?
If we don't receive the requested information within 3 days of the original notification, your account will be deactivated. Removing the listing for this ASIN will not address the violation or clear it from your "Account Health" page. To learn more about Account Health Rating, go to "Account Health Rating program policy":
https://sellercentral.amazon.com/help/hub/reference/external/G200205250
Remy_Amazon
Hello @Seller_5S77ehtlGIA21,
Thank you for reaching out to the forums community for assistance in this situation.
From what you've shared, I can see that you're dealing with a serious situation that could lead to your account deactivation. I understand that this can be complex, therefore I want to make sure we can provide you with further guidance to address the issue.
Are you able to provide me with additional details? Can you provide me with a Case ID so I can work with the appropriate team to review the information?
The forums community and I are here to support you. I will keep an eye on this thread for further updates.
Thanks,
Remy
