Amazon Product Reinstatement Email Templates

Product Takedowns

Sometimes when Amazon takes down product, it requires an email to one of the specific departments to get it reinstated. Amazon Support will typically direct you to which team to contact.

List of Teams to Email:

  • Notice Dispute Team
  • Listing Evaluation Team
  • Product Compliance Team
  • Jeff Bezos Executive Team

 

Below are the email drafts that you can send to the respective teams regarding the product takedowns. Listed next to each draft is the email address of the team it should be sent to. Feel free to edit them anyway you like. Let me know if you need any more information.

 

Email Draft: Restricted Ingredients Takedown – (Goes to [email protected] & [email protected]com & [email protected]amazon.com) – Attach COA

 

XXXXX Team,

We are contacting you in response to the takedown of our product ASIN: XXXXXXX. The reason given was that our product was found to contain restricted ingredients. We assert that this product does not contain any restricted ingredients and have attached the certificate of analysis for ASIN:  XXXXXXX as proof that this product is in full compliance with Amazon Policy. We, therefore, request that you reinstate our ASIN immediately and allow us to continue to sell.
Thank you for your understanding
Sincerely,
[Your Company]

 

Email Draft: Brand Takedown – (Goes to [email protected] & [email protected]com) – Attach Invoice

 

XXXXX Team,

See Case ID: XXXXXXX

Our ASIN: XXXXXXX was again taken down under false pretenses. There was a product detail page violation claim regarding the brand we have listed. This is a false claim as we are brand registers on the brand of both of these products. We have the correct brand labeled as is apparent on the product packaging. We have provided the requested invoice as proof that we own the product we are selling. This ASIN is in full compliance with Amazon Policy. Therefore, as brand owners and registers, we request that our ASIN be reinstated.

Sincerely,
[Your Company]

 

Letter to Jeff Bezos – (Goes to  [email protected]) – For emergencies and critical issues you can email Jeff Bezos’s executive team directly. You this option sparingly. Response time is between 2-3 weeks

 

Jeff,

 

We have reason to believe that our brand or account is being targeted by false claims of policy violations. Over the last few months, we have had almost 20 different products removed from the catalog. Listed below are all of the Case IDs from the product takedowns we have had to fight. The reason for half of the takedowns was for having the incorrect brand listed. This was not true as we are brand registered for all of the brands listed on our products. We have fought hard with Amazon to get these listings reinstated. Each time we were able to prove that we were and had always been in full compliance with Amazon Policy. As you know, these product takedowns are detrimental to our sales momentum. These takedowns seem to be occurring on a regular basis without rhyme or reason. We have done everything on our end to satisfy Amazon’s requests and have not received any recompense. Therefore, as brand owners, we request that an investigation be opened up to determine who is making these false claims and put an end to it.

 

Thank you for your understanding.

Sincerely,

[Your Company]

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How an Automated Email Campaign Can Bring in More Product Reviews

Guest post by Robby Stanley, Chief Marketing Officer at FeedbackWhiz.

It’s difficult to overstate the importance of product reviews on Amazon. Recent studies have shown that over 90% of internet-using consumers occasionally or regularly consult product reviews when making a purchase. This makes sense; in a world where most consumers have a smart phone and online reviews on any product are just a few taps away, why not take a moment to get more information on a product instead of buying it blindly?

It becomes even easier for consumers to interact with online reviews when they are built into the shopping platform like they are on Amazon. Every search yields thousands of results, and since customers only have a limited amount of time, trusting product reviews is an excellent alternative to individually vetting out all of their options. 

Both the quality and the quantity of product reviews matter. A higher number of product reviews gives the product rating more validity. A perfect five-star rating is nice, but with only three product reviews, it will usually be viewed as less trustworthy than an item with a 4.7 rating that has hundreds of product reviews.

Why email is your best option for acquiring organic product reviews

Amazon is committed to making the experience of shopping on its site as easy and customer-friendly as possible. As a part of this commitment, the company wants product reviews listed on the site to be honest and an accurate portrayal of how customers really feel about a product.

In an effort to make this goal a reality, Amazon has cut down significantly on fake reviews and reviews that were given in exchange for incentives. It is illegal per Amazon’s Terms of Service to agree with other sellers on Facebook or on a forum to leave positive reviews on each other’s products, and it is also illegal to offer a free product, a discount, or any other incentive to leave a positive review either.

In fact, it is even illegal to ask for a positive review. When asking for a product review through email, you can only ask for a review on the product; you can’t ask for it to be positive, or mention that instead of leaving a negative review they should let you deal with it instead. The idea from Amazon’s perspective is that the customer should always be leaving a legitimate review.

Taking short cuts to increase your number of product reviews may seem tempting, but is it really worth the risk? Breaking Amazon’s rules can result in review removals, product listing removals, and even account suspensions. It’s much better in the long term to build up product reviews organically through a legal email campaign. 

The first email: Checking in

The first email in your sequence will simply be used to check in with your customer. This should be sent as soon as their order has been processed or when it has been shipped out. You could make this email light-hearted with some fun GIFs or informative with some information on how to use the product; it all depends on what you are selling and what your brand is all about. 

Taking the time to manually send out an email every time an order is processed would be unrealistic for most sellers who don’t have that kind of time and energy to burn. Fortunately, with an automated email sequence, this won’t be an issue. 

A service like FeedbackWhiz allows you to build templates for all of your products that include auto-populating smart tags, so as soon as an item sells the sequence kicks into effect and the necessary details in the tag are filled in automatically. The first email, scheduled to be sent out once the order has processed, might look something like this:

Hello,

My name is (Seller Name), and I just wanted to take a moment to thank you for your purchase of [[ITEM_NAME]]. 

(Inserted “Thank You” GIF)

The warehouse is getting it ready and it should be shipped out to you in no time! You’ll be able to keep track of its progress using this link: [[LINK_SHIPMENT_TRACKING]]

(GIF of a shipping truck)

We here at (Company Name) are committed to making sure that our customers are always taken care of. You can contact us any time at [[LINK_CONTACT_SELLER]] if you have any questions or any issues with your order.

Thanks again,

(Seller Name)

 

feedback whiz first email sample sequence thank you email asking for product reviews on amazon buyer feedback

 

The second email: Asking for a product review

The second email should be scheduled to be sent out only when the buyer has had enough time to actually try out the product and formulate an opinion on it. A follow-up on a screen cleaning device could probably be sent within the first week as a product like this would probably be tried out right away. On the other hand, a customer might need 2-3 weeks to decide if they enjoy a variety pack of flavored teas.

Each product can have its own automated email sequence, so give some thought to what makes the most sense for each of your products. After an appropriate amount of time has passed, you can send an email like this:

Hello,

It’s (Seller Name) again! You’ve had [[ITEM_NAME]] for about three weeks now, and we sincerely hope that you’ve been enjoying it. Thank you again for your purchase.

(Inserted “Thank You” GIF)

If you have some time, we’d really appreciate a product review! Amazon customers like you rely on product reviews to get honest feedback about the items they are considering purchasing. And sellers like us can use these product reviews to make sure that our products are being enjoyed and to correct any issues that consumers may be having. We value your feedback; thanks for your time! [[LINK_PRODUCT_REVIEW]]

(Inserted “We Appreciate You” GIF)

And as always, please let us know if you have any questions or anything else. We are here to help! [[LINK_CONTACT_SELLER]]

Thanks,

(Seller Name)

 

asking for buyer feedback on amazon using emails with feedback whiz second email in sequence amazon seller central

 

What to do about a negative product review

Because you are asking for any product review (and not just a positive one), you will occasionally receive a neutral or negative review. This is a natural part of doing business on Amazon, and one that you shouldn’t respond to with anger.

FeedbackWhiz lets you know when a product has received a review, and generally these reviews are left under the seller’s real name. You can set up a template to send to buyers that leave negative reviews; while you can’t explicitly ask them to remove or revise their review, you can insinuate it by helping them solve their issue and then pointing out how important reviews are on Amazon and giving them a link to revise their product review with.

If all else fails, you can respond to the negative review directly on Amazon, explaining that you reached out and attempted to remedy the situation and you apologize for the inconvenience. This will show other shoppers that you are committed to making things right if their order doesn’t work out.

Overall, most of the product reviews you receive should be positive ones if you have a quality product and good customer service. Your increased number of product reviews will build on itself, creating more sales, more product reviews, and so on. Don’t hesitate to get started on your own email marketing campaign as soon as possible. 

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Email Automation for Seller Central: Feedback Genius vs Helium 10 vs Feedback Whiz vs FeedbackZ

There are many automated email tools for seller central which can make it difficult to choose the right one. I will cover the pros/cons of each tool. There are two main things to look at when choosing your tool. Template creation and campaign settings. Template creation is how you will construct your message while campaign setting is how you will deliver your message. Below are the 4 most popular automated email tools ranked from worst to best, top to bottom.

  • Feedback Z
  • Feedback Genius
  • Helium 10’s Followup
  • Feedback Whiz

FeedbackZ:
FBZ (FeedbackZ) is slightly weaker than the other tools as the template creation is very limited and dull. There are only a total of 10 variables that you can insert into your template. This limits the customization and personalization of your message and makes the email feel robotic. The campaign settings are standard, allowing you to target only orders and returning customers.

FBZ pricing is above average for a below average performance. 

 

Feedback Genius:
Seller Labs FBG (Feedback Genius) was one of the first automated email tools to reach the market and set the standard for automated emails. FBG is like the average Joe when compared to other tools. It’s not the best-automated tool but its not the worst.

You are given a good amount of variables in template creation to customize and personalize your email. This allows you to add images, address the product purchased, address order ID, link to leave a review, etc. However, campaign settings are limited. You can only send a message to confirmed orders, shipped orders, out for delivery orders, and returned orders. Regardless of the tool, each automated email should have these template and campaign features.

FBG offers a free service if you only send 100 emails or less. Otherwise, the typical price is $40 a month.

 

Helium 10’s Follow Up:
H10’s (Helium 10) follow up is an extension to the Helium 10 tool. If you are in need of keyword research, product research, keyword tracking, profit tracking, and automated emails then I’d highly recommend a subscription to Helium 10. H10’s follow up is an above average tool and sits with the best.

You can customize and deliver your template message better than FBG and FBZ. The key feature of H10’s follow up is the target audience. H10 allows you to get more specific with message delivery by letting you target repeating buyers. By doing this you can send out an exclusive promo code to returning buyers.

H10’s free plan offers 100 emails per month while the platinum plan offers you 5,000 emails per month plus access to their other powerful tools.

Feedback Whiz:
FBW (Feedback Whiz) is the most powerful automated email tool as it has the strongest template customization and campaign settings.

The template creation offers 40 plus unique variables to insert into your message. A key variable is the customizable product title variable. With this variable, you can edit the name of your products to make the message less cluttered. Instead of having “Thank you for purchasing Mom Juice Funny Wine Glass Momstir 15oz Gift for Moms – Mother’s Day All Year Round” you can shorten it up to “Thank you for purchasing Mom Juice Funny Wine Glass”.

In addition to the standard target audience, you can target returning customers, negative feedback, positive feedback, and promotional orders. FBW lets you get specific with your template creation and target audience.

FBW is super affordable and offers an unlimited amount of monthly emails for all plans.

Note that on July 15th, 2019 all automated tools will not have access to Amazon Personal Identifiable Data (PID). This means that the buyer’s name cannot be pulled and used in email templates.

 

Should you like to learn more about this or need help please contact us at MyAmazonGuy.

 

 

 

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