Navigating Amazon’s Fair Market Pricing Violations Without Account Suspension

Receiving a 72-hour performance notification from Amazon can be daunting, especially when it’s due to accusations of review manipulation. As a seller, having your account flagged for this reason can be a serious matter, potentially leading to suspension if not addressed quickly and correctly. In this case study, we’ll walk you through a recent experience with one of our long-term clients who successfully regained their account status after Amazon issued a review manipulation warning. Here’s how we handled the situation and the key takeaways for any seller facing a similar challenge.

The Initial Alert: Amazon’s 72-Hour Performance Notification

Our client, a seasoned Amazon seller, received a 72-hour performance notification due to alleged review manipulation. The client was given 72 hours to address the issue before Amazon would take further action, which could lead to account suspension. Concerned about their account status, our client reached out to us immediately to resolve the issue and keep their account active.

The issue stemmed from the client’s use of a third-party rebate service that required the installation of a Google Chrome extension. This extension connected with the client’s Amazon account, which ultimately led Amazon to flag their account under suspicion of review manipulation.

Uncovering the Source of the Problem

After discussing the situation in detail, the client explained that they had used the rebate service as part of a promotional effort. Unbeknownst to the client, one of their employees had activated a feature through the Chrome extension that inadvertently linked to their Amazon account. This link triggered Amazon’s detection system, leading to the warning notification.

To address Amazon’s concerns and provide a comprehensive response, we first conducted an in-depth review of the client’s account activities. We isolated a set of recent positive reviews that were connected to this issue and included them in our communication with Amazon. These reviews were unintentionally boosted by the rebate service, causing Amazon to classify them as manipulated.

Drafting a Plan of Action within the 72-Hour Timeframe

With a clear understanding of the cause, we quickly drafted a Plan of Action (POA) within the 72-hour window. The POA addressed several key areas:

1. Root Cause Explanation: We outlined how the issue occurred due to an unintentional action by an employee. This context was essential for Amazon to understand that the review manipulation was not a deliberate action by the client.

2. Immediate Corrective Action: To address the issue immediately, we uninstalled the Chrome extension and discontinued the use of the third-party rebate service. We also highlighted these actions in the POA to demonstrate the client’s commitment to compliance.

3. Preventive Measures: Our POA included a series of preventive measures to avoid similar issues in the future. This included training employees on Amazon’s strict review policies and implementing internal guidelines to monitor third-party service usage carefully.

Amazon’s Request for Additional Information

Despite our quick response, Amazon required further details on the matter and temporarily suspended the client’s account to complete their investigation. We provided additional information by elaborating on the steps taken to correct the issue and prevent recurrence. We reassured Amazon that the client was fully committed to following all review policies and that the incident was an isolated, unintentional event.

Successful Reinstatement: Getting the Account Back Online

Thanks to our thorough approach, Amazon accepted our Plan of Action, and the client’s account was reinstated shortly after. The client was thrilled to be back in business, and we were able to restore their account without any lasting impact on their sales performance.

Key Takeaways for Amazon Sellers

If you find yourself facing a similar situation, here are some key steps to follow:

1. Identify the Source of the Issue: Take the time to understand what caused the warning. This will allow you to craft a clear response and address Amazon’s concerns directly.

2. Act Quickly: With Amazon’s 72-hour notifications, timing is crucial. Prepare a Plan of Action immediately, outlining the root cause, corrective actions, and preventive measures.

3. Communicate Clearly and Accurately: Amazon’s performance team values concise, straightforward communication. Make sure your Plan of Action is easy to follow and highlights your commitment to compliance.

4. Implement Preventive Measures: After resolving the issue, consider implementing ongoing compliance checks and educating your team about Amazon’s policies to prevent future violations.

Need Assistance with Amazon Account Issues?

Our team of experienced professionals is here to support Amazon sellers with account performance notifications, suspensions, and appeals. Whether you need help drafting a Plan of Action or want to ensure policy compliance, we’re here seven days a week to help you maintain a healthy account. Contact us by phone, email, or through our website to speak with a member of our team.

With the right approach, even complex account issues like review manipulation warnings can be successfully resolved—ensuring you can focus on growing your Amazon business without interruptions.