One of our popular ASIN’s got suppressed due to Customer Review Policy Violation. I contacted Amazon support who said she could not see any information as to why and she will request further information and get back to me. That was two days ago and not heard back. I tried clicking on the button, ‘do you believe it was done in error’ and submitted an explanation as to why I thought it was an error and got an instant email to say the listing will remain deactivated.
The listing is primarily sold through FBA and we do not contact customers for reviews or anything of the sort so we strongly believe it was done in error. I have an option of submitting further information to appeal, does anybody have any advice on best way to proceed?
Thank you
When a listing is suppressed for a Customer Review Policy Violation, it typically means Amazon suspects manipulation such as incentivized reviews, review requests that breach TOS, or abnormal review patterns, even if you didn’t actively solicit them.
If you’ve already submitted a response and it was instantly rejected, that usually means Amazon’s system flagged it automatically, and their team didn’t do a manual review. For your next appeal, keep the tone factual and focused.
Acknowledge Amazon’s policy, clearly state that you do not engage in any review manipulation or incentivization, and detail your review practices (or lack thereof), including whether you use any third-party tools or email follow-ups.
Clarify that you use FBA and do not contact buyers outside of Amazon’s permitted messaging framework. If possible, provide evidence such as lack of access to buyer data, no use of automated review tools, or internal policies prohibiting review solicitation. Also request a manual review explicitly.
Keep it professional and concise, avoiding emotional language.