亞馬遜賣家收到刷單警告, 刷了? 沒刷? 怎么申訴?

亞馬遜刷單是一條高壓線,但是賣家為了快速推品,一直和亞馬遜玩躲貓貓游戲

你出警告,我申訴通過，接著刷

你刪listing, 我變個身，換ASIN刷

你刪評，我找幾十個服務商，上千單送測

你關賬號，我開他幾百個，接著刷

2021年，亞馬遜因刷單問題關了幾萬家店鋪，直接連品牌一塊封，這下徹底把我等賣家搞怕了。

但是我發現，最近還是有小朋友找我訴苦，賬號因為刷單被封了，我也是無語，現在還敢刷嗎？

有人說服務商保證，資源可靠？在亞馬遜的科技面前，大賣們都不敢保證自己不會被抓，服務商何德何能，靠嘴保證？

圖片來源： 亞馬遜審核團隊發送郵件截圖

還有些是沒刷，也收到警告了，好在人不多。根據這兩種情況，我就把我店鋪被封申訴回來的經驗，完整發出來，希望小伙伴們能救回賬號

01

刷單為什么會被抓到

首先從買家角度，有以下原因：

1) 買家或者說買家賬號專職做測評，頻繁刷。今天買衛生巾、電動充氣泵，明天買輪椅、嬰兒尿不濕，后天買跳蛋、鋤頭.乍一看，好像也沒什么問題，但是每一個用戶在亞馬遜的數據庫里，都會通過購買產品，形成一個數字化的畫像，而這個頻繁做測評，什么東西都買的買家，很難通過數據建模，形成一個正常的數字化人物。反推一下，這個買家肯定有問題

2) 買家賬號留評率遠高于正常水平。每一個買家在亞馬遜平臺的動作都會被收集到數據庫去分析，別人下十單才可能留評1-2單，你下10單，留9單，還都是5星好評，你是上帝派給賣家的天使咩？！

3) 服務商批量注冊買家賬戶，使用自養號，盜黑卡下單測評。這種賬號，大概率會遇到亞馬遜檢測，要求驗證。想通過驗證，需要花費比重新養號還要高。服務商自然不會重新養，于是有些自養號，測評以后，趕緊上評，遇到亞馬遜驗證，直接扔掉不管了。

在亞馬遜這邊看來，如果超過一定期限，這個號碼還不能通過驗證，亞馬遜會判定賬號有問題，直接擼空這個買家賬號的評論。這也就導致，亞馬遜雖然沒抓到你刷單，但是你的評論被擼掉了，就是因為買家賬號死了

4) 賣家用同一批買家賬號測評，有一個賣家被抓到，有可能訂單關聯，導致被抓到。服務商、測評買手就那些，賣家們用來用去，重疊使用的概率很高，以亞馬遜的手段，抓住爺爺，帶出8個葫蘆娃，還是輕而易舉的

5) 服務商數據泄露。這個搜下新聞就知道了，大型服務商數據庫泄露，導致大量賣家被標記。

其次從賣家角度，有以下原因：

1） 單量異常。大量刷單，不刷就掉，刷了就上去，有時候送測送不出去單量就少，掉到幾百名，有時候送測多了，突然沖到小類前10，數據極其異常

2） 流量異常，同上

3） 賣家訂單留評率異常。留評率一般要控制在1%左右，新品出單少，有賣家舍不得花費，放出去的單子要求全部留評，新品出單又少。留評率一下子就很高，一段時間稀釋不了，留評率還在上升，賬戶風險就高了

02

收到警告先自查

1） 確認自己刷過單，整理測評單號，對應評論鏈接，準備好聊天記錄截圖，服務商信息（這個可以根據需要制作，真真假假即可）

2） 確認自己沒刷，檢查單量是否異常，檢查流量是否異常。后臺導訂單報表、廣告報表，如果有安排站內促銷、站外促銷，要導出報表，作為證據，申訴內容需要提供。

03

找靠譜服務商做賬戶體檢

被亞馬遜抓到刷單，發來警告以后，千萬不要著急立馬申訴。第一次申訴很關鍵，盲目申訴，很可能因為提交的證據不充分，被亞馬遜審核團隊打回來，多次被打回來，賬戶回來的概率會降低很多。

最好的做法是，找靠譜服務商做賬戶體檢，體檢內容會直接告訴你，你的賬戶哪些訂單被標記為刷單，是哪個ASIN，在什么日期被標記的。申訴的時候，需要把這些內容放進去，基本上一次就過了

下圖是刷單后，服務商做的賬戶體檢內容

圖片來源：跨境知識匯

04

如何寫申訴

A． 確認沒刷單，申訴大綱

1） 開局說明亞馬遜店鋪資料信息

2） 描述我申訴的是亞馬遜賣家賬戶Shua單別關掉問題，便于亞馬遜審核團隊定位問題

3） 解釋亞馬遜認為我刷單的原因。

把所有的訂單都下載出來，找出是否有異常訂單，從下單量、下單頻次看，猜測是否是這些觸發亞馬遜審核。分析差評單量起伏的時間段，看是否有操作促銷、降價、站外活動、廣告加大，導致銷量暴漲，把分析和報告加入進來。

2）解釋所有的訂單都是真實訂單，并放上證明文件

首先，所有的產品都是FBA配送，非虛假訂單。第二，產品花了多少廣告費，出了多少單，這個產品的主要是靠廣告推起來的。第三，促銷推廣做了哪些，從什么時候開始做，出了多少訂單，

3）怎么防止以后再次出現這個問題

首先，是遵守亞馬遜的規定。其次，全部使用FBA的服務。最后，我會繼續加大廣告投入，未來的一年廣告預算是多少，這個數值你可以編一個。站內站外活動安排哪些，預計花費多少，出單多少

B． 確認刷單，申訴大綱

1） 開局說明亞馬遜店鋪資料信息

2）描述自己申訴的是亞馬遜賬戶因S單被關掉問題，便于亞馬遜審核團隊定位問題

3）闡述自己為什么Shua 單，可以甩鍋，大家自己發揮，盡量甩的漂亮點，不要都甩一個原因頭上，審核人員每天看那么多申訴，不是吃干飯的

4） 重點：供述找誰S單的，shua了哪些單 。這個動作極其重要（真真假假即可）

如果沒有這些內容，或者供述的不夠多，接下來可能就要二次申訴，三次申訴了，賬戶申訴回來的幾率大大降低

5）解決措施。給的措施要到位，并且要量化。

什么叫量化，比如說你安排人給新員工培訓，那要說出來你幾月幾號安排的，安排了多少人，請的培訓導師是誰，有什么樣的資歷，為什么他培訓就能防止你們公司有人繼續S單，培訓的視頻有沒有，照片有沒有，培訓后，有多少人理解了，理解以后，有沒有反饋，反饋了，有沒有形成條文，制度，會怎么實施這些條文制度。

05

刷單申訴模板合集

Tips: 給出的模板是套路，是思路，是框架，請大家自行發揮，如果直接照抄，可能會導致賬號關聯，俺拒絕負責，周知?。?！

1） 確認未刷單，申訴模板

Dear Amazon Seller Performance Team,

This is an Amazon seller of xxxxx in the US.

Seller Name：xxxxxx

Merchant Token：xxxxxx

Tele：xxxxxx

Date: xxxxxx

Issue: We received a policy warning that may offeredcompensation for Customer Reviews.

However after careful inspection, we found that thismay be a mistake by the Amazon review team. we did not violate Amazon’s policyand offer compensation for customer reviews.

1. Root Cause of the Issue:

- Method: We have offered compensation in exchange forcreating reviews

- Detail Description:

A) I downloaded all the orders in the Amazonseller account, and found out a person's multiple purchase records. It may bethat the customer's purchase behavior is marked as abnormal.

Thecustomer information is as follows:

ordernumber : xxxx

orderinformation: xxxx

customerpayment information: xxxx

B) Recently, our company has developed a newproduct. After the price has been reduced, the unit volume has increasedrapidly, which may trigger the review.

Beforeprice reduction: time period is xx-xx, order is 10/day

Theprice reduction time period is: 11/1-19/1, the order is 50/day

Pleasecheck the attachment report. (File name: XXXX)

...

C) All my products are delivered by FBA, whichare real purchases, and there are no fake orders

D) After we sell the new product (ASIN: xxxxx),I activate Sponsored advertisements. The product orders mainly rely onadvertising promotion. From XXX time to XXX time, XXX advertising fees arespent, and XXX orders are placed. Please check the attached advertisement orderreport I downloaded.

Pleasecheck the attachment report. (File name: XXXX)

E) After we sell the new product (ASIN: xxxxx),I contacted the XXX platform and did off-site promotion. From XXX time to xxxtime, it took XXX advertisements and XXX orders. Please check the attachedreport on off-site promotion orders.

Pleasecheck the attachment report. (File name: XXXX)

2. Description of steps you have taken to prevent productreview manipulation within your organization and how this will prevent futureviolations.

A) We will strictly abide by Amazon'spolicies, and invite operation managers with 5 years of Amazon operationexperience every week to give employees Amazon policy training to ensure thatevery employee is proficient in Amazon policies

B) We will keep Amazon FBA service to providefast shipping and better shopping experience for all of our customers. At thesame time, we will cooperate with strong and reliable logistic company todecrease any defective items during the delivery to Amazon Warehouse.

C) I will continue to increase advertisinginvestment. The advertising budget for the next year is $50000. We will applythe Best deal and lighting deal to promote our products, we will also work withother deals site to products, such as: slickdeals, kinja, Hip2save, VIPON

Thank you so much for your time, please give us achance to serve our customer again. If any other information is necessary,please let us know.

Best regards

XXXXx

2） 確實刷單被抓，模板一：

Dear Amazon Seller Performance Team,

This is an Amazon seller of xxxxx in the US.

Seller Name：xxxxxx

Merchant Token：xxxxxx

Tele：xxxxxx

Date: xxxxxx

Issue: We received a policy warning that may offeredcompensation for Customer Reviews.

We are very sorry for the mistakes we made on someproducts this time. After receiving the policy warning email, we will focus onfinding the root cause and pay close attention to the Action Plan.

1. Root Cause of the Issue:

After we learned that there are third-party media inthe market that provide real reviews of buyers, we get in touch with each otherand conduct transactions.

- Method: We have offered compensation in exchange forcreating reviews

- Detail Description:

We started selling on Amazon in xxxx, but the Saleshas grown slowly. We learned a lot about increasing sales, sowe met agents whoprovided real reviews of buyers. At this time, we have not realized that thisbehavior has violated Amazon's policies. We trade with agents. The transactioncontent is that the agent assists us in finding buyers interested in theproduct. We provide the product for free, and then the buyer leaves their ownexperience of using the product.

Now we want to apologize for this action, we haverealized that this is a wrong approach and have already stopped all theirregularities actions to get reviews.

A). We would like to provide detail information of thethird-party training media and review agents for your reference:

1) Name: xxx

Contact Number: xxx

2) Name: xxx

Wechat ID: xxx

3) Name: xxx

Wechat ID: xxx

…

B). We have attached some of the screenshots which showthe chatting history and the bank transaction between us and the review agents.

Please see below:

Picture 1

Picture 2

Picture 3

…

C). Involved Order Numbers:

訂單號 1

訂單號2

訂單號3

…

D). Review link

鏈接1

鏈接2

鏈接3

…

2. Description of steps you have taken to prevent productreview manipulation within your organization and how this will prevent futureviolations.

A) We stopped all cooperation with agents and will notcontact any review agents in the future. For the order which have been placed,we will not ask for any review.

B) Check all of our product`s listing to see if therestill have prohibited reviews left, if yes, we will remove them and correct allthe error that violates Amazon's rules immediately.

C) Instead of using the inappropriate way to sendafter sales email to our customer, we will provide more specific userguideline, technical support, customer return service.

D) We will continuous focus on improve our product`squality, to bring the best experience to our customer, and we only accept theoriginal review from the real customers.

E) To build a health seller community, we also canreport any action which is violating the Amazon`s rule.

F) We will be meeting this week to study Amazon'spolicies carefully. We will strictly notify every employee of what is prohibited

G) We will focus on product development in the futurein order to make competitive product to our customers. The only way to win themarket is to create the best product which meets the requirement of customers.False behavior cannot get real customer satisfaction

We cherish the opportunity to sell on Amazon. It is along term project to our team. We work very hard and always place customersatisfaction to our top priority. Please believe after this incident that wewill not take the act of brushing order to accelerate the growth of sales andbreaking the official policy of Amazon. This is strictly prohibited. We willactively cooperate with Amazon and comply with Amazon policy.

Thank you so much for your time, please give us achance to serve our customer again. If any other information is necessary,please let us know.

Best regards

XXXXx

3） 確認刷單被封，模板二：

Dear Amazon Seller Performance Team,

This is an Amazon seller of xxxxx in the US.

Seller Name：xxxxxx

Merchant Token：xxxxxx

Tele：xxxxxx

Date: xxxxxx

Issue: We received a policy warning that may offeredcompensation for Customer Reviews.

Thank you very much for your time to let us know thatour seller account is investigated because it might violate Amazon's CommunityGuidelines recently. Any attempt to manipulate ratings, feedback, or reviews isprohibited. We are deeply realized that it is a very seriously wrong behaviorviolating Amazon policy. We have thoroughly review Amazon Customer Reviewspolicies and immediately correct any violating actions.

According to Amazon's kindly suggestions, we have madea complete and thorough investigation immediately regarding the problems. Beloware the information for your to review.

Due to expand our business, our company recruited somenew employees. However, Since we did not conduct systematic and effectiveAmazon policy training for new employees in time, a new employee made a mistakeand manipulated product reviews. This is forbidden.

Since the poor sales performance of the product, shewanted to get some good reviews to improve the list as soon as possible, so shesurfing the group for searching third party which can provide this service. shebrowsed and added some groups on Facebook on August 11, 2000.

Then personsnamed "(reviewer)" contacted her on August 12, 2000 and said thatthey are Italy review intermediary and can provide services to find morereviews of our products. Because she is new employee, she didn't know that thiskind of behavior was forbidden. She only wanted to get more reviews to improvethe quality of list. Therefore, she agreed to cooperate with them.

2. - Method: We have offered compensation in exchangefor creating reviews

- Detail Description:

They discussed the terms of cooperation and reached anagreement. Reviewer came to find buyers to get reviews, and our staff pays acommission of $10 for each review. And they have added Wechat eachother. you could check the attachment of the wechat screenshot.（微信截圖）

She also contact intermediarys on WeChat group.

The name of the group: xxx

Intermediary 1 name: XXX

Wechat ID: XXXXx

Intermediary name: XXXXXX

Wechat ID: XXXXX

They discussed the terms of cooperation and reached anagreement. Xxx and xxx came to find a buyer for comments, and ourstaff paid a commission of $12 for each comment. you could check theattachment of their wechat screenshot.（截圖）

In addition, she contacted with the buyers of thenegative reviews, and some of buyers are agree with her to delete the negativereviews.

Involved Order Numbers:

訂單號 1

訂單號2

訂單號3

。。。。。。。。。。

Review link

鏈接1

鏈接2

鏈接3

鏈接7

…

Please check our attachment ”Documentation from thirdparty”, which contains the chat history of Facebook and WeChat. We hope thatAmazon can delete all the reviews we have provided, and some reviews have beendeleted. We have deeply realized the mistakes and promised to never make themagain.

Now, we have profoundly reflected on this wrongbehavior. As mentioned above, inviting buyers to test our products forfree is a very wrong and stupid behavior. We should insist on providing a fullset of after-sales technical guidance and respecting the wishes of ourcustomers. We must not have any behavior that interferes with theirreview. The most important is that we cannot let them leave any reviews byletting them test our products for free. We have banned all stalls frompromoting our products and never leaving review from customers who get productfrom any other place.

So we solicit Amazon to remove these reviews to makeit fair.

3. A plan that explains howyou will prevent product review manipulation in the future

A) Strictly inspect all our listings.

Once we received the notification that our account isunder review, we checked whether all the other listings have the similarproblem immediately. All the related products have been double checked andguaranteed that all the reviews are normal. We promise that all the listingsdon’t have the similar problem now.

And we will never offer refund or other compensationto a reviewer in exchange for getting customers’ review.

B) Strengthen staff training.

We will enhance Amazon policy training for theemployees and make sure that every sales employees are clear about the detailedpolicies on Amazon. Meanwhile, we have invited some experienced people to trainour new sales employees until they master all the related knowledge regardingAmazon policies in order to avoid such mistakes caused by human factors. Inaddition, for the future business on Amazon, we will not only seek forexpanding the scale of sales on Amazon, but also make sure all the productscomply with the Amazon’s polices. We believe that we can do it better with aprofessional, skilled, and expanded sales team.

C) Improve our product quality and service.

All our products have been checked by professional QCteam to make sure that they are fully functional and as described. Meanwhile,we have strictly checked the supplier’s qualification. We timely change the supplierIf the they are not qualified. We deeply realize that what we should do is totry our best to provide our mutual customers with the premium products andsatisfactory after-sale service, rather than manipulate customer reviews.

D) We prohibit our staffs to find any reviews from anyother websites, such as Facebook. Once we found any staffs post anyadvertisement to invite reviews or feedback, our manager will delete theseadvertisement and will warn these staffs. We will encourage staffs to useAmazon's Early Reviewer Program and Vine plan to get more reviews. Throughthese plans, we can know customers' true opinions about our products so we canimprove ourselves accordingly.

E) We will encourage all staffs to focus on optimizingproduct listings, such as title, pictures, bullet points, and A+ designs. Atthe same time, we will encourage our staffs to use Amazon's advertisingcampaign to promote our products, such as Sponsored Products, Sponsored Brands,Sponsored Display, etc. Amazon website sponsor is very professional and useful.We encourage our staffs to watch and learn more advertisement videos.

F) If we found any other unknown people post ourproducts and publicize refund/product in exchange of reviews, we will report.If anyone contact us and said he/she is willing to leave us a good review forexchange of one product or refund, we will refuse and will report.

G) We will keep Amazon FBA service to provide fastshipping and better shopping experience for all of our customers. At the sametime, we will cooperate with strong and reliable logistic company to decreaseany defective items during the delivery to Amazon Warehouse.

H) For every order, we will send our after-sale emailto our customers that whether they have any questions and what we can do toassist them. Once there is any issue, we will try best to solve it soonest toavoid any dissatisfaction. Except necessary order fulfillment and relatedcustomer service, we will never send unsolicited emails.

I) We have registered our brand trademark, and we haveenrolled our brand on Amazon. We are sparing no efforts to be a great seller onAmazon and we do want to develop a long term business on Amazon. Our brand haverun our business on Amazon.co.uk honestly for over 3 years and we havereputation on Amazon.

With the above improvements, we have full confidencethat we can do it better and want to stay with Amazon’s business and growtogether. We sincerely hope that you can give us an opportunity again toimprove and we will use our actual action to reciprocate our customers’ trustto us. We will fully comply with Amazon rules and spare no efforts to providehigh quality products and great service for all Amazon customers.

Thank you very much for taking the time to review thisPOA, and we will exactly do as we planned.

Looking forward to hearing from you soon.

Best Regards

xxxx

更多申訴模板，可參考往期文章

史上最全亞馬遜申訴模板(一)

史上最全亞馬遜申訴模板(二)

亞馬遜產品因安全問題被下架

（來源：跨境知識匯）

以上內容屬作者個人觀點，不代表雨果跨境立場！本文經原作者授權轉載，轉載需經原作者授權同意。?