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I received the following violation notice today. It doesn't mention what order this is about so I had to go over all the messages that we sent to the customers over the past 2 months. I am not sure if I found the right one but I found one that I thought would be the cause of it.





I submitted the following appeal but it got rejected.  The following is what I submitted.





Dear Amazon Seller Performance Team,


We are submitting this appeal in response to the recent account health violation for a Customer Reviews Policy violation. We take this matter very seriously and would like to provide a detailed explanation of the incident and the corrective measures we have implemented.


Incident Details


After receiving the violation notice, we conducted a thorough review of all customer communications sent in November and December 2024. During this audit, we identified an exchange of messages related to order number 112-0672525-1873069 for the product with ASIN B098KJMMLS. The communication involved on November 30 to express satisfaction with the product’s quality but also highlighted an error in the customized print.


In response, our team promptly addressed the issue by sending a replacement product and providing the tracking details for the replacement package. However, during this exchange, one of our team members unintentionally sent a message that could be perceived as soliciting a positive review. This was a result of a misunderstanding of Amazon's customer reviews policy.


Plan of Action


1. Root Cause


The root cause of this violation was a lack of comprehensive training on Amazon’s customer reviews policy among our customer service team. While attempting to provide excellent service and address the customer’s concern, a team member unknowingly sent a message that conflicted with Amazon’s guidelines.


2. Immediate Actions Taken


To address this issue, we have implemented the following corrective measures:


?        Conducted a full review of all recent customer communications to identify and rectify any non-compliant messaging.


?        Ceased the use of any templates or messaging practices that could potentially violate Amazon’s customer reviews policy.


?        Provided detailed guidance to the team members  involved to ensure full understanding and compliance with Amazon’s policies.


?        Reviewed and acknowledged the rules outlined in Amazon’s notification email with all relevant team members and management.


3. Steps to Prevent Future Violations


To ensure ongoing compliance and prevent similar issues from arising, we have taken the following steps:


1.        Conducted mandatory training sessions for all team members, focusing specifically on Amazon’s customer reviews policy and related guidelines.


2.        Established a regular audit process for all customer communications to ensure compliance with Amazon’s policies.


3.        Integrated a comprehensive overview of Amazon’s policies into our onboarding process for all new employees.


4.        Implemented an internal review and approval process for customer-facing communications to minimize the risk of unintentional violations.


We deeply regret this oversight and are committed to adhering to Amazon’s policies moving forward. Thank you for giving us the opportunity to address this issue and improve our processes.


Sincerely,