AMAZON REINSTATEMENT SERVICE CASE STUDY

Name: Amazon Appeal and POA
Brand: The Appeal Guru
Rating: 5 (296 reviews)

About BTR Direct

BTR Direct is a family-run eCommerce brand for sporting goods & baby organisers in the UK. They are one of the popular brands on E-commerce platform known for their high-quality bike bags, high vis clothing, hydration & cycling accessories and pram accessories. Their sports sections have a wide collection of sports clothing, bike bags, waterproof covers & hydration kit. Whereas in the kids’ section there are buggy organisers in different styles & colours & changing mat & car organisers. For more information, check out their website at www.btrdirect.co.uk.

Reason for suspension

Violation of Ecommerce Review Manipulation Policies

Problem/ Issues with E-commerce Account:

The account suspension occurred as the client failed to monitor customer messages and unusual reviewing behaviour, which led to the violation of review manipulation policies on the e-commerce platform. The platform had identified that the client was using third-party services to gain reviews for their product listing, which is strictly prohibited.

To re-activate their account, we had asked for the following details:

1. A detailed description of all methods you used to post or obtain customer reviews is prohibited by the E-commerce platform Customer Reviews policy.

2. Contact information, such as name, email address, and website, of any third parties you engaged in obtaining prohibited reviews or manipulating reviews.

3. Identifying information for any customer accounts that you or a third party used to post prohibited reviews.

4. Documentation such as emails or receipts from any third party confirms that you used their service.

5. A detailed plan explains how you will prevent customer review manipulation in the future.

Requirements to re-activate this seller’s account_1

Requirements to re-activate this seller’s account_2

Solution Offered

After constant communication with the client and the e-commerce platform’s Seller Health Performance Team, we identified that the client was using social media to market their items. These adverts included links to their online shop, which could have caused clients to leave reviews on their product page.

As the client could not discover any other third-party websites they may have used, we submitted an appeal confirming that they had social media sites such as Facebook and Instagram to market their products, which led to the reinstatement of their selling privileges for the reported ASIN suspension.

5/6

Approximate call arranged with E-commerce Seller Support before reinstatement

Daily
Basis

Communication with the client (Email & Phone Calls)

2
Months

Approximate time frame (from initial inquiry to reinstatement)

Final Results

Quick Reinstatement of
E-commerce Account and Pleasant Client Experience

Customer Experience

The customer was pleasantly surprised at the constant communication and impressed at how The Appeal Guru kept on top of it to ensure the reported ASIN was reinstated as soon as possible.
They had been trying to reinstate the reported ASIN for months before coming across the Appeal Guru services and have confirmed that the overall experience with the team was excellent.