寫行動(dòng)計(jì)劃（Plan of Action，簡(jiǎn)稱POA）之前先來回顧一下亞馬遜政策：

禁止的賣家活動(dòng)和行為

賣家可采用中立的態(tài)度請(qǐng)求買家提供反饋和評(píng)論，但不得試圖影響或夸大買家的評(píng)分、反饋和評(píng)論，不能有以下行為：

1.通過支付費(fèi)用或提供獎(jiǎng)勵(lì)（如優(yōu)惠券或免費(fèi)商品）來請(qǐng)求買家提供或刪除反饋或評(píng)論；

2.要求買家只編寫正面評(píng)論或要求他們刪除或更改評(píng)論；

3.僅向獲得良好體驗(yàn)的買家征集評(píng)論；（so僅向留下積極feedback的買家索評(píng)是有風(fēng)險(xiǎn)的）

4.評(píng)論自己的商品或競(jìng)爭(zhēng)對(duì)手的商品。

申訴路徑

1.賣家后臺(tái)-績效通知-找到并打開相關(guān)通知郵件，點(diǎn)擊Appeal;

2.直接用注冊(cè)郵箱發(fā)申訴信給相關(guān)團(tuán)隊(duì)；

3.開case，請(qǐng)求亞馬遜客服幫忙轉(zhuǎn)發(fā)給相關(guān)團(tuán)隊(duì)（注冊(cè)郵箱發(fā)郵件被退回的情況下）。

申訴信結(jié)構(gòu)

1.The root cause of the issue(發(fā)生這個(gè)問題的具體原因）

2.The steps you immediately took to resolve the root cause(s)（目前采取了什么措施去解決這個(gè)問題）

3.How you will avoid similar issues from happening again（將來會(huì)采取什么措施去避免這個(gè)問題發(fā)生）

4.About our metrics（一般poa就是以上三部曲，這個(gè)我們的優(yōu)勢(shì)是我自己寫申訴信會(huì)加上去的，主要是陳述開店以來的優(yōu)勢(shì)，表明自己是大大的良民，讓亞馬遜高抬貴手，給個(gè)機(jī)會(huì)。）

一封就通過的POA內(nèi)容分享

Dear Amazon Team,

Greetings.?This is Amazon seller（店鋪名）. We have received the notice of manipulating Amazon customer reviews on （日期）.?Thank you for giving us a chance to state our detailed plans regarding this policy issue. We are really sorry about our ignorance and would like to sincerely apologize for the terrible mistake we made.

We believe the reason why this has happened is we hired the new staff to our company, who is lacking of the rules and policies when sell on amazon.We failed to train our new staff understand Amazon prohibited policies.

1. The method we used to manipulate reviews:??we sent email to customer and stated that we hope he can help us update the review on (日期). After checking the correspondence, we feel really ashamed.

The message our new staff sent to customeris as follows:(order ID：XXX)

Thanks for your response. We will give you a refund. If you are satisfied with my service, would you mind helping me update the review?

2. We don't?have any contact information, identifying information, document for any third parties?because we didn't obtain prohibited reviews through third parties. All bad reviews were updated by buyer-seller message when we helped customer tosolve the problems before.

(Please find attachments to see the apology letters and the details of order id, contact information and remaining comments.)

We have taken these actions to resolve the problem:

1. We have read the Amazon “Selling Policies and Seller Code of Conduct” and “Customer product reviews” Policy carefully. We have understood that we cannot ask for positive reviews, ask for reviews only from buyers who had a positive experience, or ask a reviewer to change or remove their review.

2. We have checked all the buyer-seller messages and sincerely apologize for this behavior to the buyers. If buyers have any problem need us to solve, we will reply the email and give the best solution within 24 hours.

3. We have organized a meeting to make our existed staff to learn lessons from this problem. Meanwhile, enhance their knowledge of amazon policies.

The steps we have taken to prevent product review manipulation in the future:

1. We will thoroughly review all Amazon Policies and Agreements and arrange the experienced staff to enhance the new staff training. Moreover, we have setup rules in the company that all of our emails must be carefully reviewed and would not violate any Amazon policies before sending to customers.

2. Learn how to seek the help for great amazon seller support team. We have encouraged our employees to contact the seller support for help when they have any confuse of new policies so that we can provide the good service to customers and strictly obey all the amazon’s policies.

3. We will ship all the items via FBA service, which we realize FBA can better the shopping experience for customers. Let customer can happy shopping on Amazon.

4. We will attend the Early Reviewer Program to hear the buyer’s voice. And we will value the customer’s opinions and upgrade our products. Continue to improve the supply system. Give high priority to the orders and distribute the received order as soon as possible. Customer satisfaction is our top priority, so does the amazon policy.

We have carried these plans; we believe we would not make the mistake like before. we will try our best to do it. Keep learning from “Selling Policies and Seller Code of Conduct”.

About our currency metrics:

As a responsible seller, we always obey the rules of amazon to create a good shopping experience to customer.

1. We always focus on providing good customer service to the clients. We usually reply the customer’s inquiry within 24 hours.

2. Our late shipment rate and pre-fulfillment cancel rate usually meet the amazon’s standards.

3. We don’t have any listing policy violations, product safety complaint, Product Condition Customer Complaints, Customer Product Reviews Policy Violations and listing Policy violations until now.

We really feel thankful of the correction and supervision of the Amazon team. We have learned a valuable lesson from this incident. We will strictly implement the amazon policy in the future.?We hope Amazon can give me a chance to reactivate our account.?If there’s any other information you need, please feel free to contact us.

Look forward to your reply soon.

Sincerely

店鋪名