亞馬遜對(duì)于Reivew的管理越來(lái)越嚴(yán)格，同時(shí)Review又是Listing的關(guān)鍵轉(zhuǎn)化率指標(biāo)。亞馬遜現(xiàn)有評(píng)價(jià)可以分為：文字、圖片、視頻三種。如果因?yàn)镽eview問(wèn)題而導(dǎo)致店鋪被封改如何解決！

首先你需要明白申訴信必須包含的要點(diǎn)：

1，道歉，承認(rèn)自己嚴(yán)重違反了亞馬遜的政策

2，提供原因

3，亞馬遜要求的信息：Review的途徑，第三方平臺(tái)網(wǎng)站，留評(píng)的買(mǎi)家賬號(hào)，目前l(fā)isting還存在的Fake review列表

4，未來(lái)的改善行動(dòng)計(jì)劃

附：完整申訴信

Dear Seller Performance Team,

Thank you for informing us that our sellingprivileges have been removed because we manipulate product reviews. Anyattempt to manipulate ratings, feedback, or reviews is prohibited.We profoundlyrealized that it is a very seriously wrong behavior violating Amazonpolicy. According to Amazon’s suggestion, we have made a complete and thorough investigationregarding the problem and actions to avoid similar violations again.

1. What reasons caused the issue:

Recently our company recruited some newsales employees for expanding our business scale onAmazon,however, we didn’t carry out a systematic and effective training regarding the Amazonpolicy for the new employees immediately. One new employee made a mistake andmanipulated product reviews, which is prohibited by Amazon policies.

2. Detailed information Amazonrequired.

(1) All methods we used to post or obtain customer reviews.

(a) From the third parties who can providethe review service. We ask them to post the customer reviews.

(b) From emails the reviewers sent onAmazon. We received some emails from the reviewers who provided the customerreviews.

(2) Contact information for any thirdparties we engaged to obtain prohibited reviews.

(3) Identifying information for anycustomer accounts we or third party used to post prohibited reviews.

Attachments are the related customeraccounts we used to post prohibited reviews.

(4) List of any prohibited reviewsremaining on the Amazon site.

Attachments are the related prohibitedreviews remaining on the Amazon site for your reference.

3. Actions we have taken to resolve theissue.

(1) Provide the remaining prohibitedreviews and the information of the third party who posts prohibitedreviews.

According to Amazon’srequirement, we have provided the remaining prohibited reviews and theinformation of the third party who posts prohibited reviews. We guarantee thatthe similar problem won’t happen again.

(2) Strictly inspect all our listings.

Once we received the notification thatour selling privilege was removed, we checked whether all the other listingshave the similar problem immediately. All the related products have been double checked and guaranteed thatall the reviews are normal. We promise that all the listings don’t have thesimilar problem now.

(3) Strengthen staff training.

We will enhance Amazon policy trainingfor the employees and make sure that every sales employees are clear aboutthedetailed policies on Amazon. Meanwhile, we have invitedsome experienced people totrain our new sales employeesuntil they master all the related knowledgeregarding Amazon policies in order to avoid such mistakes causedby human factors. In addition, for the future business on Amazon, we willnot only seek for expanding the scale of sales on Amazon, but also make sureall the products comply with the Amazon’s polices. Webelieve that we can do it better with a professional, skilled, and expandedsales team.

(4) Improve our product quality to makesure that every customer can be satisfied and leave the positive reviewsinitiatively.

All our products have been checked byprofessional QC team to make sure that they are fully functional and asdescribed. Meanwhile, we have strictly checked the supplier’squalification. We timely change the supplier If the theyare not qualified. We deeply realize that what we should do is to try ourbest to provide our mutual customers with the premium products and satisfactoryafter-sale service, rather than manipulate customer reviews.

4. Actions that we will take to ensuresimilar situation won’t happen again:

(1) Strictly check the listings beforeuploading on Amazon.

We have set up a special team forfulfilling our shop’s daily work in order to provide our mutual customers with a bettershopping experience. All products must be double checked by the salesemployees and the sales manager before uploaded on Amazon. Meanwhile,it is promised to completely put an end to the violation actions against theAmazon rule before a product is uploaded. We guarantee that all theproducts obey to laws and Amazon’s policies, all the reviewsare normal and reasonable.

(2) Strickly check ouremployees qualification.

We will strictly check our employeesqualification. We will timely change the employees if they are foundnot qualified to make sure that all our listings meet the requirements andpolicies on Amazon.

(3) Regularly check our listings andproduct reviews.

All listings and product reviews will beregularly checked to make sure that they all comply with the policies andrequirements on Amazon. We guarantee that the similar problem won’t happenagain.

(4) Timely check product reviews andimprove our service.

(a) On one hand, customer service trainingon all aspects of product knowledge. Get familiar with the company'sproducts and improve the effectiveness of the page description.

(b) On the other hand, check our emails,feedback and product review timely. Besides, send emails to our mutualcustomers regularly and get their feedback regarding our products andservice. Reply customers messages within 12hours and try our best to, conscientiously analysis the causes of theproblem customers encountered, and providethem with a satisfiedsolution as soon as possible. We guarantee that the similar problem will nothappen again.

(c) In order to provide our mutualcustomers with a better shopping experience, we guarantee that we will help themexchange the products for free under 1 year warranty.

(5) Implement the FBA plan for more andmore listings.

In order to give our mutual customers abetter shopping experience, we will use FBA service for more and more listingsas soon as possible. We trust in Amazon's distribution capabilities andafter-sales customer service capability. FBA can always win customers’ favor bytimely delivery and courteous service.

(6) Improve communication with Amazon.

If we are not sure whether our behaviorcomplies with policies on Amazon, we will actively contact with Amazonimmediately and won’t blindly upload the products and manipulate product reviews again.

(7) Carefully learn and strictly obeyAmazon’s policy.

We have carefully learned “Prohibitedseller activities and actions” , and “Condition Guidelines” etc. Meanwhile, we will strictly obey Amazon’s policy. Weguarantee that the similar problem will not happen again.

Amazon sets out the highest standardstowards product quality and customer satisfaction and that is also what we areworking for. It is necessary for each seller to createa better shoppingenvironment together. As you know, we are a new seller; we will never dothe similar violations again. Therefore, we will strictly obey the Amazon salesrule, try to maintain the good Amazon reputation in promoting Amazon to be thebest shopping and sales platform

With the above improvements, we have fullconfidence that we can do it better and want to stay with Amazon’s businessand grow together. We sincerely hope that you can give us anopportunity to improve and we will use our actual action to reciprocateour customers’ trust on us. We have confidence to do it better! Pleaselet us know once you have received this email or if you have any furtherinformation you want us to provide.

Looking forward to hearing from you soon.

Thanks for your kind help and have a niceday.

Best Regards,

XXXXX

review的星級(jí)權(quán)重是根據(jù)亞馬遜智能機(jī)器人決定的，并不是取所有評(píng)價(jià)分?jǐn)?shù)的平均值，并且不同的評(píng)價(jià)權(quán)重不同，Review的時(shí)間、采納數(shù)、是否有VP標(biāo)志都直接關(guān)系到最終評(píng)分的結(jié)果

一、Review的時(shí)間

亞馬遜買(mǎi)家留下Review的時(shí)間，是影響一個(gè)listing權(quán)重和星級(jí)的重要因素。例如，你去年留的Review的影響遠(yuǎn)遠(yuǎn)大于昨天剛留的，這是亞馬遜為了杜絕一些賣家短期內(nèi)刷五星好評(píng)的虛假銷售行為。

因?yàn)閬嗰R遜嚴(yán)厲禁止刷單行為，賣家盡量誠(chéng)信經(jīng)營(yíng)，通過(guò)產(chǎn)品自身實(shí)力獲得更多真實(shí)好評(píng)，這樣得分自然就會(huì)提高。

二、Review的采納數(shù)

Review的采納數(shù)即指被其他買(mǎi)家（點(diǎn)擊Yes）的數(shù)量，被采納的越多，對(duì)Review的星級(jí)影響就越大，所以賣家們需要注意，如果某個(gè)一星的差評(píng)被贊太多，會(huì)直接影響到你整體Review的星級(jí)評(píng)定。

三、Review是否有VP標(biāo)志

沒(méi)有VP標(biāo)志的Review，對(duì)整體星級(jí)起不到多大作用，有沒(méi)有VP標(biāo)志與全款支付有關(guān)系，但也不是全款支付就一定VP標(biāo)志。

大部分產(chǎn)品90%的review都是文字評(píng)價(jià)，這時(shí)候就需要賣家適當(dāng)?shù)囊龑?dǎo)大家留下視頻評(píng)價(jià)，視頻Review的數(shù)量對(duì)于產(chǎn)品銷量和轉(zhuǎn)化率有著至關(guān)重要的作用，主要有以下作用：

1.能從Amazon視頻頻道帶來(lái)更多的流量

2.對(duì)于頁(yè)面轉(zhuǎn)化率有著明顯提升

3.影響review的評(píng)級(jí)權(quán)重

*以上內(nèi)容屬作者個(gè)人觀點(diǎn)，不代表贏商薈立場(chǎng)！如有侵權(quán)，請(qǐng)聯(lián)系我們。

小貼士：更多跨境電商干貨資訊，敬請(qǐng)掃碼關(guān)注下方微信公眾號(hào)【跨境電商贏商薈】