Policy Warning on Reviews
Hi, we have received the following from Amazon this morning.
We believe you may have corresponded with customers to influence their reviews on one or more of your products: ASIN XXXXXX
We have sold the ASIN in question for 3 years and send automated emails, through Amazons own messaging service to all buyers, explaining a little about the product and asking them to leave a review.
The email is worded “We hope you love them! If you do, can we ask a favour, would you mind posting a review on Amazon for us?”
Our product is FBA so this is the ONLY way we correspond with the customer.
We checked with Amazon some years back and they said this was acceptable, in fact their policy states that “You can ask for reviews from customers who purchased your products from Amazon. However, note that all of the customer review policies apply to these reviews as well.”
I can’t see that we have done anything wrong, but there is an option to accept a slap on the wrist and move on, or appeal. I know which one I want to do but also know which will be the less painful, as dealing with Amazon is hard enough, without trying to get them to change their mind.
Does anyone know if the policy today makes this method unacceptable to Amazon ?
Seller_RIenAvmD7eO9D
Good news, I guess. Just for everyones info, I acknowledged the violation and it appears it will be removed from my account
17 replies
Seller_77IcbQKVGdZo0
I think the wording is wrong to be honest. It makes out that you should only leave a review if they like the product. The wording is supposed to be neutral so that you don’t influence the customer in either way.
I would take the slap on the wrist. I can’t see you winning this with Amazon as you are only asking for reviews if they like the product. Sometimes appealing can just lead to further issues as they look at the case in more detail.
However not appealing will leave the violation on your account for six months so this could impact your account health and show it at risk, also it could be an issue if you get further violations in the next 6 months.
Also don’t forget Amazon ask customers to leave reviews as well. I get a request for almost everything I buy on Amazon. It maybe worth not sending anything more out to protect your account.
Seller_ae51e0CJoHqCX
Yes this is a breach and a big no no. You must never contact a customer for any reason other than to follow up on delivery query or something you maybe querying for bespoke requirements and even then you have to abide and stick to the script.
I think there is a program within Amazon whereby you can offer free trails in return for reviews but without obligation and it has to be under Amazon’s own program.
Sending any confirmation afterwards is a well known breach, I would accept the slap on the wrist, withdraw your correspondence to any customers for after sales and think yourself lucky for actually being given a warning and the choice, further breaches will likely result in you having your selling privileges removed.
Seller_77IcbQKVGdZo0
To follow up on my last post probably also good to read the Review Policy at
https://sellercentral.amazon.co.uk/help/hub/reference/G201972160
The following section is what you are in breach of as you are only asking for positive reviews
How can I encourage buyers to review a product?
Amazon automatically sends emails asking buyers to leave reviews and feedback. You do not have to do anything.
If you decide to ask a buyer to leave a review, you may not ask for a positive review or ask for reviews only from buyers who had a positive experience, nor may you ask customers to change or remove their review, or attempt to influence the review. For example, you may not offer any compensation for a review, including money or gift cards, free or discounted products, refunds or reimbursements, or any other future benefits.
Seller_Yja9oH7DLHk2I
I am terrified to contact a customer about anything.
I had a customer leave a negative feedback a couple of months ago as the product they had bought had developed a fault.
If the buyer had contacted me I would have exchanged it straight away.
Eventually I decided I should contact him and resolve his problem although I was really worried Amazon would not like this.
I then got an reply back saying the buyer had opted out of communications with buyer and I just couldn’t be bothered any more.
It should have been such a simple thing to resolve but Amazon make it so risky and so difficult. I just don’t understand how it benefits them.
Seller_4ZOiujcm0gKWA
You’re not allowed to use manipulative language when asking for reviews, which is what you’re doing. Better to just say ‘we’d be grateful it if you could leave us an honest review’, rather than ‘if you loved it, please leave a review’.
Seller_ndaPEob9V3xxC
@Just_Passing_Thru
Hello - where/how do you set up automated emails through the Amazon messaging service?
I can only see how to do this one order at a time (manually).
Or this an automated process in your email client?
Thanks in advance for your guidance
