Department
Global Services, Brand Enablement: Analysts, Reviews.
Summary
Purpose
Identify the standard internal process of filing cases for review removal requests via Amazon Support.
Act as a written documentation for future reference and process guide to ensure that tasks are performed in the same way, reducing risk factors and increase employee efficiency.
Scope
This SOP is created as a guide for the Global Services x Brand Enablement, Reviews team.
Definitions
N/A
Responsibility
Role: Analyst, Reviews;
List of main responsibilities:
Your role is to compile negative reviews of each product from the brand/s assigned to you by your Team Manager.
You will be contacting Amazon Support for review removal requests only if it is determined to have violated Amazon’s Community Guidelines.
Compile review data of each brand.
Check and update the ASINs of certain brands.
Check for review removals or review changes (negative review changed to positive ratings).
To create a daily and weekly report that will be submitted to your Team Manager.
Tools (or Materials)
Quick Navigator – is an easy access tool for specific seller central accounts.
Authenticator – is a tool for needed OTPs when logging into Seller accounts.
Google Sheets – access using your Thras.io email.
Salesforce – tool used for easy tracking of cases filed.
Helium 10/Power BI - is a tool that is used for negative reviews extraction from Amazon.
Brand Registry – is a tool where you can file cases for negative review removal.
Negative Review Templates – templates used for filing cases using Brand Registry or Gmail.
Assembled – Tool used for checking schedule
Gmail account assigned for each brand – this will be used exclusively for email escalations
Okta account - access to be provided by IT
Zoho - Tool used for attendance tracking
Procedure
YOUR DAILY TASKS:
1. Scan all reviews, for which you have already opened a case with Amazon, for possible removals or changes in rating. If the link pulled up shows “Page Not Found”, this means that the review was removed.
If the review was changed to 4 or 5 stars, this is also considered as “removed”.
Update corresponding brand sheets and Resolve case in salesforce once review has been removed. Transfer removals to Weekly Report Sheet.
2. Tag the negative reviews with its possible Amazon violation. (See Amazon’s Community Guidelines for reference)
3. File cases through Seller Central using its assigned seller account.
4. Create cases in Salesforce tool and update the Salesforce Brand sheet daily for future case references.
5. Escalate cases through Brand Registry.
6. Escalate cases through assigned Gmail account.
7. Extract new reviews weekly (every Tuesday, 6PM PHT).
8. Update and complete Weekly Report every Friday before 11PM PHT.
STEP 1:
You will be assigned brands that you will be handling for the review removal case filing. The reviews will have to be extracted and compiled on a Google Sheet.
Here are the extraction steps:
1. Request brand spreadsheet from Team Manager.
2. Follow the team’s sheet template format.
3. Extract all 1-3 stars negative reviews of your assigned ASINs using Power BI:
A. Go to CO x Defense Amazon Reviews Dashboard in Power BI:
B. Set the following filters:
Date
Brand
ASIN
Rating (always choose 1-3 stars)
Global Review (always set to false)
C. The dashboard will automatically update the review list to the set data. Hover your mouse over to the lower right, just above the “Review Text”, click on the 3 dots (More Options) then Export Data.
d. Choose Data with current layout > Export. This will automatically download the report in excel file format.
E. On the date column, copy the words Reviewed in the United States on then CTRL + F to replace all with blank. These are not needed on your file.
4. Transfer the data exported on the corresponding columns on your Google spreadsheets such as the ASINs (Variation), Customer (Author), Verified, Link to review (URL), Review Title (Title), Review Text (Body), Rating, and Date of Review.
FYI - All reviews with 1-3 stars are considered negative.
STEP 2
Once you have the negative reviews data on a Google spreadsheet, kindly check each review and determine if it is violating Amazon’s Community Guidelines.
Please refer to Tagging Guidelines SOP
Familiarize yourself with the possible tagging violation that you can file for the reviews that are violating the community guidelines:
1. Sellers and the customer service they provide
2. Ordering issues and returns
3. Shipping packaging
4. Product condition and damage
5. Shipping cost and speed
6. Pricing
7. Availability
8. Unsupported Languages
9. Repetitive text, spam, or pictures created with symbols
10. Private Information
11. Profanity or harassment
12. Hate Speech
13. Sexual content
14. External links
15. Conflicts of interest
16. Solicitations
17. Plagiarism, infringement, or impersonation
18. Illegal activities
19. Positive ReviewImportant Reminder: You are only allowed to file 30 cases (or less) daily through Brand Registry and Seller Central for each brand/seller account.
Please refer to the AMZ Violation Tagging Guidelines for a more detailed definition of each violation.
Some things to note:
1. Please prioritize the ASINs that are in Tier 1 and 2. A list of priority ASINs will be provided.
Please also check the latest master list to identify the ASIN’s tier.
2. There are also priority brands that may be assigned to you. If this is the case, please focus on
the reviews for these brands and file them that are in accordance with Amazon’s Community
Guidelines.
3. Kindly read the review carefully and catch the best violation to tag it with. Please always look out for reviews that are unverified, reviews with profane words, newly posted negative reviews, and possible reviews that were posted by competitors.
4. Once you have tagged the reviews for their violations, please consult your manager for
approval.
5. Kindly skip the reviews that do not violate Amazon’s Community Guidelines.
How to spot competitor reviews?
NOTE: Please do not use the “Conflicts of interest - competitor” tagging as much as possible. If the
review did not violate any of the following below, please tag it as “does not violate”.
Ensure at least one of the following applies:
● Has the reviewer asked others to mark his review as helpful?
● Did the customer only leave 1 review since the account was created?
● This is also applicable to customer profiles whose account has been active for years
but only leaves 1 review every 3 to 4 years.
● Does the customer have a low number of reviews, but they are in a batch for one day
(e.g. only has 15 reviews that are all negative on one day)?
● Is the customer negatively reviewing the same type of products within the past year?
STEP 3
Once you have determined the violations of the 30 cases (or less) that you will be filing for the day,
have your Manager/Seniors approve your tagging then you can start filing your cases via Seller Central.
To start filing cases, create a case ticket in salesforce for every review to be filed.
Search salesforce via Okta, click on SSO_Salesforce Production and log in.
Once logged in, click on the dropdown in Cases tab > New Case to create a new case
Choose CO – Review (For Customer Obsession Team ONLY - Review record type) > Next
Fill out ONLY the following: - Case Type (Tagged Violation)- Account Name (Seller Account used)- Marketplace (Always choose Amazon) and Marketplace Location (Always choose US)- Primary ASIN (Review ASIN) and ASIN Tier- Review ID- Description (Review Link)
Once everything has been filled out, click Save > Change status to Defense Working on it > Mark as current status.
Once logged in, click on the dropdown in Cases tab > New Case to create a new case
Copy the salesforce ID and paste on the Salesforce Brand sheet for future reference.
Once a Salesforce ticket has been created, it’s time to file a case via Seller Central.- Log in to Seller Central: go to LastPass and search for the CustomerObsessionCoreBU1@thras.io/CustomerObsessionCoreBU2@thras.io account. Always choose the US Marketplace.
It will load the assigned Seller Central log in page with the account log-in details already filled out. Click Sign in.
Then it will ask you to enter the OTP - you can get it from the Authenticator Tool.
For the assigned account please refer to CO IT - Brands Support Directory sheet (https://docs.google.com/spreadsheets/d/1aY70oZ2cLLRkXffZe2mxTQyBpBXta21XwYQbZtgNT74/edit?pli=1#gid=1448790087)
This is the landing page for seller central. Please be advised that the landing page depends on the account opened.
Selecting accounts before filing cases:
Note: If the 'Account' is not on the list – Please inform the Team Manager
Click on account selection, then see all:
Select the account that you will file a case with:
How to file cases on Seller Central Account:
A) You can now start filing cases in Seller Central. Click on the ‘Help’ option in the upper
right corner on the landing/home page.
B) Scroll down to see ‘Need more help?’ option then click on ‘Get Support’.
C) Click on Selling on Amazon.
D) Click on ‘Or, browse for your issue in the menu:
E) Select Product, Listings, or Inventory then scroll down and click on ‘Product Reviews’
following details:
Contact Reason: Product Reviews – Removal Request
ASIN or ISBN of the product: (Product ASIN)
Title of the review: (Review Title)
The name of the reviewer: (Reviewer name)
The date of the review as it appears on our website: (Customer Review Date)
The direct link to the review/post (click the 'Comments' link after the review, and copy/paste)
the URL that displays in your web browser: (Review link)
Required action: (Please remove this review as this violates Amazon’s TOS)
F) Once all information is added, scroll down and click on ‘Send’
G) Once sent, you will need to get the case ID and add this to the corresponding Salesforce ticket (Seller Central case ID) and on the Salesforce brand sheet.
Go to the Salesforce Brand Sheet, click on the case’s corresponding Salesforce ID Link.
Scroll down and enter the case ID in the Seller Central Case ID section. Click Save > Change case status to Pending External Contribution > Mark as Current Status.
Make sure to include the SC template used for SC Filing in the Updates tab: Share an Update > Insert the Template > Click Share
Note: You can check all cases filed on the Case log page:
This is what the cases in SC look like:
STEP 4
Once a review has been filed on Seller Central, you can also file it on the brand’s corresponding Brand Registry Account after 3 days or 72 hours (upon your manager’s approval) to initiate the Escalation
Process: What is Brand Registry?
This is a communication tool that Amazon uses for sellers to contact them if there are any Amazon-related issues that the sellers will encounter. Cases can be filed here where it gets reported to the relevant Amazon department. Remember that EACH brand has a corresponding BR account. For every brand that you will work on, you will have to sign- in and sign out of the BR account using Okta.
Go to Brand Registry > Choose the Brand’s login information from your Lastpass account > Sign in
Note: Refer to the list of assign brands on each BR account.
Here is what the BR account looks like:
After 3 days or 72 hours from the date that the case was filed and the review was not removed, you can escalate the case via Brand Registry which is called ESCALATION 1. (Note: You may need to wait for managers approval for this escalation)
Sign in into the brand’s BR account, hover over your mouse on the Support tab, and choose “Other marketplace policy violation”
Please note that you need to indicate that this is an escalation by putting the following text into the case title:
Other marketplace policy violation - Escalation of previously submitted issue: Previous case ID [Add case IDs] Include SC and BR case ID’s
On the “Please describe your issue” box, please use the same template used when the case was first filed. For example, if the negative review violated Amazon’s Community Guidelines and you filed it as “Shipping packaging”, then you will have to enter the same Shipping packaging template on this box.
Kindly add the phrase: Please remove this review because it is in violation of the community standards of Amazon.
Please do not forget to note the escalation date on the Salesforce’s brand spreadsheet and update the corresponding Salesforce ticket.
STEP 5(Please note that this is only applicable for reviews that are clearly in violation of Amazon’s Community
Guidelines. Please consult your manager for approval.)
After 3 days or 72 hours from the date that the case was last escalated through Brand Registry and
the review was not removed, you can escalate the case using the Gmail account assigned for the
brand with your manager’s approval.
***Please note that some brands are using one Gmail account and some brands have their own Gmail account.
How to file an Email Escalation:
Log in to the email address assigned for your brand using Okta and create an email message using the same templates used when you first filed the case through Brand Registry.
Subject should always be Product Review Violation
Sample email:
Please don’t forget to add this phrase to your email using the new BR case ID:
Please note that we have escalated this review via Brand Registry and Seller Central. Here are the
case IDs - __________ and _________
Here are the email addresses where your email escalations will be sent:
Escalation 3 email: community-help@amazon.com
Escalation 4 email: community-abuse-escalation@amazon.com
Escalation 5 email: review-appeals@amazon.com
Escalation 6 email: abuse-escalations@amazon.com
Escalation 7 email: esr-help@amazon.com
Each review, if not removed, will have to go through 3-8 processes until all options have been exhausted. Reviews will go through email escalation with your manager’s approval.
**Always update the Salesforce Brand Sheet and the reviews’ corresponding Salesforce Ticket every filing process. Summary on Filing Process:
Step 1: Create a case in Salesforce. File a case through Seller Central.
Step 2: Escalation 1 (BR)
Step 3: Escalation 2-6 (Gmail)
Step 4: Update the Weekly Report every Friday to be submitted to your manager.
Deadlines/Frequency/Estimated Delivery Time
Weekly Report due every Friday before 11PM PST
Daily Task Report/Salesforce Brand Sheet to be updated before EOS (end of shift)
References and Related Documents
Violation Tagging Guidelines
Additional Knowledge
N/A
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