We understand that you may have used multiple accounts to manipulate Amazon customer reviews

Hi fellow sellers,

I really hope you can help me with this suspension.

I run a reasonably large Amazon account, sales of around £10m/year. We have grown the account to this size over the last 10 years and on a basis of fair and ethical trading practices, seeking to always do what is right for the customer and to follow Amazon’s policies.

I was truly shocked and devastated this morning to see that our seler account had been suspended. I will paste the full notification we received at the end of this post, but the reason for the suspension seems to be this:

We understand that you may have used multiple accounts to manipulate Amazon customer reviews.

I honestly and genuinely have no idea what they are talking about. We’ve spent most of the day trying to work out what we have been accused of.

So far, the only thing we can think of, that could have fallen foul of Amazon’s policy, is that we do comment on customer product reviews, asking them to contact us for help. Please see example attached. I can base an appeal around this, but I’m not sure this could be interpreted as “manipulating customer reviews”.

So far I have followed the link for Has your account been deactivated in error? but Amazon replied with the same template as the initial suspension notice. So it looks like we have to submit an appeal.

I’ve posted this here in the hope that someone can understand what Amazon is referring to with this suspension and give us some insight.

Thank you all in advance

Kind regards,

Josh

Dear ,

Your Amazon.co.uk seller account has been temporarily deactivated. Your listings have been removed from our site. Funds will not be transferred to you but will stay in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.

Why is this happening?
We understand that you may have used multiple accounts to manipulate Amazon customer reviews.
Sellers are not allowed to manipulate ratings, feedback, or customer reviews. Learn more about this policy in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200386250).

Amazon strives to maintain customer trust and provide the best possible shopping experience. As a result, we will investigate when we learn that sellers, vendors, or others have attempted to manipulate reviews.

How do I reactivate my account?
To reactivate your account, please send the following:
– A detailed description of all methods you used to post or obtain customer reviews that are prohibited by Amazon policies.
– Contact information (name, email address, website, etc.) for any third parties you engaged to obtain prohibited reviews or manipulate reviews.
– Identifying information for any customer accounts you or a third party used to post prohibited reviews.
– List of any prohibited reviews remaining on the Amazon site.
– Description of steps you have taken to prevent product review manipulation within your organization and how this will prevent future violations.

How do I send this information?
Submit this information by replying to this email with the requested details.

What happens if I do not send the requested information?
If we do not receive the requested information within 21 days of the original notification, your account will remain deactivated.

We’re here to help
If you have questions about this policy or your account, please search for “Prohibited seller activities and actions” in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200386250).

Has your account been deactivated in error?
If you believe there has been an error, please submit an explanation. Your explanation should include the following information:
----Evidence or examples that demonstrate that your account complies with our policies

Thank you,

-Amazon