亚马逊店铺如何应对被投诉？怎样申诉操控评论？

关于亚马逊店铺运营的重要事项

对于熟悉亚马逊的人来说都知道，在亚马逊上进行运营，推出爆款和积累店铺只是初步的步骤，而保持店铺的稳定和长久安全才是关键所在，因为你永远无法预料，是问题先出现还是警示先到来。

被投诉或系统检测到操控评论的申诉探讨

本文重点分享这样一种情况：产品被投诉或者系统检测到你的店铺存在操控评论的情况，该如何进行申诉。

今天要详细说明的是：后台邮件被检测到操控评论，或者有某些客人投诉操控评论的情况。

首先来剖析一下这个陷阱：

在与后台邮件沟通时，绝对不能出现任何有关退款、重发后要求客人删除或修改评论的词语，也严禁明确要求买家写好评。否则对方就有可能以此来投诉你操控评论。（当然如果你们是通过各种私下方式沟通且无法证明这些方式与你的卖家账号有联系，那就另当别论了。但前提是无法证实这种关联）

有人会问，我分两封邮件来处理，第一封解决问题（如退款或重发），第二封再要求删除或修改评论行不行？答案是不行。其结果与上述情况相同。原则上你处理好售后问题与买家留下怎样的评论并无关联，依然不能要求客人去做特定的事情。遇到恶意的买家（或竞争对手），他们还是能够借此对你进行投诉。

当然，很少会碰到如此恶意的买家（但我就碰到过一次 (┬＿┬)）。

通常情况下，当被投诉成功或被检测到刷评论后，你首先会收到一个小红旗告知你店铺涉嫌操控评论。并表示会在 24 小时内电话联系你：电话内容是亚马逊告知你店铺被投诉或检测到操控评论了，然后贴心地指导你如何撰写 POA，需要涵盖哪些部分。

两种具体情况

1. 电话联系后，店铺立即先被冻结，然后需要你在 72 小时内撰写一个 POA。如果 POA 写得好，有可能当晚就能解封。

2. 电话联系后，店铺没有被冻结，但通知你需要在 72 小时内撰写一个 POA，否则将会冻结店铺。POA 撰写并提交后，大概 72 个工作小时后会通知你审核结果。

（我遇到的是第二种情况，但听闻其他同行大多是第一种情况，不过无论何种情况，都要认真撰写 POA。）

POA 正文内容

Dear Amazon team,

We are extremely sorry that we received your email: Policy Warning about violates the review policy on XXX. We are deeply sorry for any inconvenience caused to the customers and the Amazon policy team. After carefully reviewing "Customer Review policy" and "Communication Guidelines", we clearly understand the role and policy for correctly communicating with customers. As a seller on Amazon, this is our fault to ask our customers to remove or update their reviews proactively.

(Firstly, admit the mistake. There is no need to argue with Amazon. Apologize + we have reread the Amazon seller policy by ourselves.)

Since we received your email, we have thoroughly checked all emails communicated with our customers.

What reasons cause the issues?

1. We hired a new employee in Mars 2020, and he has contacted some customers who have left negative reviews. He contacted them through the Amazon order page because some customers used their real name or ID similar to their name. He can open the "manege order" page and filter based on the order date and Asin, and find the orders whose customer\'s name was the same as or close to the reviewers\' name. (Frankly confess the process of the offense.)

We didn\'t carry out a systematic and effective training regarding the Amazon policy for the new employee. He made a mistake and manipulated product reviews, which is prohibited by Amazon policies. We will take responsibility for everything he has done and ensure that he and all other employees of our company will not violate the Amazon review policy again in the future. (The new employee made a mistake, but we still take full responsibility. Don\'t give the impression of shifting the blame.)

(We had solid evidence in the background that there were words like deleting and modifying bad reviews, so we simply admitted the mistake and found an explanation, saying that a new employee who didn\'t understand the Amazon policy caused it.)

Other information related to the store is not exemplified here. In general, you should sincerely admit your mistakes and preferably provide several examples of mistakes, orders, and ASINs. The time should be based on the employment of this new employee.

The action we have taken to resolve the issue:

1. We checked all the emails he sent and corrected them.

2. We arranged another colleague who knows well the Amazon guidelines to handle this problem.

3. We have talked with the new employee, let him read the Amazon guidelines carefully. And we have an emergency meeting and gave the new employee urgent training.

4. We printed a brochure of the Amazon guideline for every employee. We set a rule that no matter who makes a similar mistake again, we will fire him or her.

5. And also we did not and will not manipulate comments in any other way. (Here it is necessary to mention that if you have a large number of manipulated comments and have been detected as such, and it is clearly indicated that you have manipulated the comments, Amazon will require you to provide a list of the manipulated comments... Because I don\'t have such a situation, that\'s it. Especially if you don\'t have manipulated comments, you should mention it in the second part.)

Actions that we will take to ensure a similar situation won\'t happen again:

1. All new employees will be arranged for retraining, especially Amazon seller rules training. And our company will organize at least one training on policy rules every month for all employees.

2. Print and make a brochure of the Amazon guideline for all employees, and we will highlight the policy of review.

3. Hold a test about the Amazon guideline every month to ensure that all employees won\'t make any mistakes against the Amazon Policy.

4. XXXXX(Beep------------）

5. For the content of future emails to customers, if there is uncertain information, we will immediately consult Amazon and will not blindly send emails to customers arbitrarily.

Then summarize your measures, promise that you won\'t make similar mistakes in the future, and flatter the Amazon team:

Above all, we will always focus on the customer experience and improve the quality of the product. We sincerely apologize for the inconvenience caused to the Amazon team and related customers. We will seriously train our new colleagues and strive to improve everyone\'s ability. Let everyone fully understand Amazon\'s policies. No longer make similar mistakes. If you are not satisfied with the above steps we took to prevent similar issues going forward, please give us your suggestions. We will try our best to make up for our deficiencies.

Please note that do not completely follow the template, try to change the sentences and modify according to the situation of your store.