Dear Amazon, Thank you for taking the time to review my appeal letter!
The root cause(s) of the Sales Rank & Search and Browse violation
We checked and found that in order to get our products promoted, our sales employee searched
and contacted with a third party who he knew by the introduction of his friend previously, this
third party promised they could help Amazon sellers promote product sales safely and effectively, they said they are rich in various resources such as the outsider platforms and thus they can help
sellers promote products or sales by increasing our products page-views or finding buyers to
search, click and add our products to cart to increase products ranking. Without deep consideration, our sales employee believed the third party, accepted their “service” by told the third party our ASINs and relevant product links and the third party operated without
telling us the exact details. Soon later, we found our products ranking increased shortly, and finally our sales employee paid
to the third party for their service. We are so sorry that this happened because we did not conduct enough training for our new
employees, and thus our new sales employee is not aware of this kind of "marketing" company is
illegal and their method is totally illegal, which caused our account to be suspended and
deactivated. We promise we will never do this kind of behavior again. However, we soon were suspended by Amazon and our account was deactivated. How stupid our
behavior was!!!
Here, we’d like to provide our sincerely apology again for violating Amazon’s selling policy, and
we will never let this behavior happen again. We have taught our sales team that in future if
anyone is found offer any third party a financial reward, discount, or other compensation in
exchange for rating will be dismissed immediately so as to make sure all of their activities are in
compliance with Amazon’s Selling Policies and Seller Code of Conduct which strictly prohibited
below: – any attempt to manipulate ratings. – any attempt to manipulate feedback. – any attempt to manipulate reviews. – any attempt to manipulate sales rank. – Activities that could be perceived as attempting to manipulate Amazon's search results or sales
rankings.
-- The names, email addresses, physical addresses, and/or phone
numbers of any third parties involved in this activity. Name: Ken Wang
Wechat ID: 13922880xxx
Email address:1317128xxx@qq.com
Telephone: +86 13922880xxx
Website: www.sellerisland.com/?spi=30000017
Address: No. 11 of Tairan No.9 Road, Futian District, Shenzhen, Guangdong Province, China
-- Copies of all written communications with third parties involved in
this activity. Please check the attachment. -- Evidence of payments made to any third parties involved in this
activity.
Please check the attachment. -- A description of how we learned about the third parties and how you
each conducted activities. We purchased buyer accounts from the third party, and gave them commission them to post
reviews for my offers. Please see the concrete operations are as follows:
- Due to lacking of Amazon policy and lured by the third party to promote the products on
amazon website to increase sales, so that choose a bad way to promote my new offers, I was
covered with shame at my mistake now. I purchase several buyer accounts from the third party
from online and gave the commission to them to post reviews for my offers. 2. These products were carried out by third party to manipulates product reviews and obtain
several reviews for these offers and most of reviews have been removed by Amazon, too late to
regret. 3. We sent emails to some of our customers, offered compensation for customers, and asked
them to post positive reviews for us in return. You can remove all prohibited reviews from my
detail pages if you need. 4. I know that sellers are not allowed to manipulate ratings, feedback, or customer reviews on
amazon, this is against amazon polices may also violate state and federal laws and bring
undesirable effect on your site. Buyers may be puzzled by an inauthentic product review and then
led to a bad shopping experience on your site. I felt humbled. The actions we have taken to resolve the policy violation
- Organize all staffs to Learn Amazon Policy about Reviews and Emails. Absolutely, we are
lacking of the rules and policies when sell on your platform. We will see through all the policies
and rules about selling on your platform and pay more attention to the dynamic update of
Amazon's new rules. Not so much, we have hired a local legal counsel who can help us to get
better interpret of the local laws and regulations and Amazon's policy. 2.Learn about customer communication policies, about how to solve customers’ problems and
negative reviews by researching the root cause behind each negative rating, addressing the buyer's
concerns, and making improvements to my processes and policies. 3. Comply with Amazon Community Guidelines. We will never offer compensation for a review, and never review my own products or competitors' products. And never ask for positive reviews or
ask a reviewer to change or remove their review by provide a refund or reimbursement after the
buyer writes a review. 4.We will check all the products sold soon, any complaints or product issues we will solve them in
proper way within 12 hours in favor of the customer's right. 5.We will check all the work process every day, and improve the working methods, Establish
Work Requirements Index and Staff Operations Guide, we will examine staffs work process and
result. We will request them never send emails to buyers about reviews, feedback, and products
survey. 6. We will try to join in the Early Reviewer Program when we want to get reviews for
newly-launched products. We must use the correct one to have reviews. 7.Avoid staff in private communications with third party by checking their work mails every day
to prevent offers a third party a financial reward, discount, or other compensation in exchange for
a review. We have established a department who will be in charge of monitoring and preventing it
happen again. 8. We will never use targeted products giveaway or any codes freely for reviewers in exchange of
reviews. This is not allowed by Amazon rules. We will keep it in mind and follow up with it
forever. 9. We were checking all promotion on website including our own website and other discount
website, refuse free or big promotions in exchange reviews, as soon as we found this we will stop
immediately. 10. Amazon buyer message, feedback, and reviews will be checked every day to prevent our staff
to send free samples to collect reviews. The steps we have taken to prevent this violation in the future
1.We will never solicit or knowingly accept fake or fraudulent orders, including placing orders for
your own products. 2.We will never provide compensation to buyers for purchasing your products or provide claim
codes to buyers for the purpose of inflating sales rank. 3.We will never make claims regarding a product's best seller rank in the product detail page
information, including the title and description. 4.We will never post abusive or inappropriate feedback or include personal information about a
transaction partner
5.We will never post ratings or feedback to our own account. 6.We will never pay or offer any incentive to a buyer for either providing or removing feedback. 7.We will never post ratings and feedbacks by spoofing or for commercial purpose
8.We will never write reviews for products or services that we have a financial interest in, including reviews for products or services that we or our competitors sell. 9.We will never provide compensation for a review (including free or discounted products)
10.We will never ask buyers to modify or remove reviews for us. 11.Inform all the persons, must promote and popularize my new products with official
recommendation methods, such as, create Sponsored Products, promotions and lighting deals, never to get reviews or feedback by free riding. 12.we were checking every single listing if there is an unusual increasing of review quantity, if
there is, we will stop immediately. We've stopped posting any promotion activities on any of my
social network such as Facebook, Twitters and YouTube. 13. We will try our best to provide products with high-quality, inexpensive and efficient service to
our customers, which can further them leave good reviews if they are entirely happy with our
items and service.
- We agree to use FBA service for all our listings on your site to make sure every parcel arrived
in time, since shipping will be much faster and then may bring a good shopping experience, which
can help us gain positive reviews or feedback from buyers. 15. Provide good customer service to collect reviews or feedback. If buyers have any further
questions can feel free to contact us any time they like. Our services are open 24/7 and we will be
more than happy to help them whenever they need. 100% money-back guarantee is offered for
defective items. 16. We will never engage in any customers’ review illegal activities, and we also never work with
those organizations again. We will never offer free products, discounts or other kinds of incentives
in exchange for positive feedback through other websites and social media such us Facebook, QQ, YouTube, Twitter. Stopping send inappropriate emails to customers to post Positive Reviews by offering discount
code or compensation or free items. We have educated all staffs that they must stop to abuse
Amazon customers’ reviews or feedback, we promise that we will never make this mistake again. Each email must be carefully reviewed before sending out, if we find any inappropriate words in
email, we will change it immediately. 17. We will apply join in “Early Reviewer Program” when we launch our new products. All
employees were told that must promote our new products with officially recommended methods, such as create Sponsored Products, Promotions and declare Amazon Lighting Deals, never to get
reviews or feedback by manipulating customers’ reviews. 18. Violations of your policies may also violate state and federal laws, including the Federal Trade
Commission Act. We know Amazon strives to maintain customer trust and provide the best
possible shopping experience. As a result, we will never attempt to manipulate reviews. This
includes offers of compensation in exchange for reviews. 19. We will never work with any 3rd party products promotion club. We will take correct way
such as offering good quality product and top-class service to each buyer to gain real reviews and
feedback. 20. If buyers are satisfied with our product and service, they will actively leave positive reviews
for us. Customer reviews is important to us and we value every response. So, we will never use
this wrong way in exchange for amazing fake reviews or feedback, we just collect the true feeling
and content from buyers, all responses will be used to further improve the quality of our service
and products. 21. We always keep that every message answered within 12h, exactly as customer’s wish. All
discontent customers will get a full refund. We will do our best to make all the problems can be
settled with satisfaction on both sides and keep providing an extraordinary experience for
customers to gain more positive reviews from them. 22. Trying our best to avoid any illegal activities, especially for manipulate customers’ reviews. 23. We will organize training course for all the employees about The Amazon’s Community
Guidelines prohibit activities, we must remember that never do the following things: – creating, modifying, or posting reviews or community content regarding our own products or
services. – creating, modifying, or posting reviews or community content regarding our competitors' products or services. – offering compensation for customer reviews.
– offering compensation, including free or discounted products, in exchange for creating, modifying, or posting reviews or community content. 24.If we send a permitted email to a buyer, our email may not include any of the following:
[1] Links to any website
[2] Logos, if they contain or display a link to our website
[3] Any marketing or promotional messaging
[4] Any promotion for additional products or referral to third-party products or promotions. 25.The Buyer-Seller Messaging Service lets we communicate with buyers in the Amazon
marketplace via Seller Central or my personal or business email. We can contact a buyer directly
from our seller account or by using our authorized email account (if we have the buyer's encrypted
email address that was previously generated by Buyer-Seller Messaging). 26.We promise that will never obtain reviews that are posted in exchange for compensation of any
kind, including any of the following:
- Payment (including money or gift cards)
- Refund or reimbursement, including through non-Amazon payment methods
- Free product
- Entry to a prize drawing or competition
- Discounts on future purchases
- Other gifts
Yours truly, Thank you & Best Regards
