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100 Questions on Amazon's New Seller Operations: Listing Related Issues
Why does GTIN/UPC exemption always fail?
Firstly, please self check whether the necessary materials for applying for GTIN/UPC exemption are compliant: the product name or title, as well as the display of the product (unless there are no pictures of the six sides, such as a scarf) and pictures of all sides of the product packaging. Ensure that the images comply with the following guidelines:
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The brand or publisher name entered during the application process should be exactly the same as the brand or publisher name on the product or product packaging.
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The picture should be a real photo of the product, which means that when taking the picture, the product and packaging should be held in hand or placed on a table. The image is not computer-generated and has not undergone digital enhancement processing.
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The product images provided in the application should be usable for review and must not be blurry or cropped. The text (such as brand) in the picture must be clear and distinguishable.
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The brand logo or publisher logo must be permanently affixed to the packaging or printed on the product.
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There should be no GS1 approved barcode or ISBN on the product or product packaging. If you have a GS1 barcode or product code (GTIN/UPC/EAN/JAN/ISBN), you can use it as the product code for publishing products without applying for a GTIN exemption.
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The product images should match the category you have selected for GTIN exemption.
Please note that GTIN/UPC exemptions are generally based on the brand category hierarchy. If you are listing ASINs of the same brand in different categories, you will need to file a separate GTIN/UPC exemption application;
If you have other products from the same brand that have been listed using GTIN/UPC before, you should no longer qualify for GTIN/UPC exemption.
What should I do if I receive negative feedback?
(1) What constitutes removable negative feedback?
If Amazon deems it necessary to delete feedback due to the following circumstances, it will be deleted:
The feedback contains language that is typically considered obscene or profane.
The feedback includes personal identification information for the seller, including email address, full name, or phone number.
The entire feedback comment is a review of the product (but does not include any feedback about the seller's service or shopping experience). For example, "Acme Super Widget is not as clear and fast as Acme Ultra Widget. ”
Amazon may add a strikethrough to feedback in the following situations:
[Order fulfilled by Amazon]: The entire comment clearly states the delivery experience for Amazon fulfilled orders. In addition to adding a strikethrough to the feedback, the following statement will also be displayed:This product is shipped by Amazon, therefore Amazon is responsible for the delivery experience;
This order is shipped using the 'Claim Protection' shipping label.
(2) How to modify negative feedback?
If the feedback you receive meets the above criteria, you can use the feedback manager to request the removal of the feedback. The request to remove feedback page provides the relevant steps for requesting to remove feedback.
If the feedback you receive belongs to other situations, you can also use the "Feedback Manager" to reply to the buyer's feedback and solve the buyer's problem. For more guidance on responding to buyer feedback, please refer to the published public response. Please note that even after resolving the buyer's issue, you cannot request the buyer to modify or delete feedback. However, if the buyer is willing, you can request other feedback from the buyer through the buyer seller messaging service in a neutral manner.
Please note that pressuring or providing rewards to buyers in order to elicit positive feedback (i.e. 4-5 star reviews) or remove negative reviews is a violation of Amazon policies.
What should I do if I receive a negative review?
(1) How to handle negative reviews?
Buyers prefer brands that can provide one-on-one communication directly, especially for the support provided after placing an order. Brand representatives can directly interact with buyers by replying to their negative reviews (1-star or 3-star) via email through the "Contact Buyer" tool in the "Buyer Reviews" section of the "Brand" control panel. Please note:
Brands must comply with the communication guidelines in the seller platform and must not attempt to influence buyer ratings, feedback, and reviews, such as requesting the deletion of negative reviews or posting positive reviews.
After the issue with the product is resolved, buyers do not necessarily have to change or delete negative reviews. Sellers are not allowed to force buyers to change or delete comments.
(2) How to deal with negative comments that are unfair or even potentially false?
Amazon's community guidelines have specific policies to protect the authenticity of buyer reviews, and Amazon requires you to comply with these policies and report any violations you discover. You can report buyer reviews that do not comply with community guidelines through the following methods:
To report possible violations of the comment policy, please send an email to community-help@amazon.com This includes the location/link of the abusive comment and the reasons and evidence (if any) that the seller believes the comment is abusive/fraudulent.
If you believe that a comment violates Amazon's community guidelines, please use the 'Report Abuse' link next to the comment to report it. A confirmation box will pop up where you need to click submit.
Why did some of my comments disappear? Why does my comment display abnormally?
Amazon may only delete comments from the Amazon website for the following reasons:
Comments conflict with Amazon's community guidelines.
Comments are deleted by the commenter.
Amazon has discovered that multiple products have been mistakenly published as the same product. After these products are separated, the comments posted for them will also be separated.
Amazon has discovered abnormal review behavior and currently does not accept or display reviews for the product, or only accepts or displays reviews confirming purchase from Amazon.
13. What is a brand whitelist? Why does my brand whitelist always fail to pass?
Amazon's "brand whitelist" refers to a solution where sellers are unable to upload product information with a brand until they have registered their brand, resulting in listing error code 5665.
(1) Solution
You can click on the link in the error message and provide the corresponding information:
The brand name used when creating product information;
Photos of the product and/or packaging taken in a real environment (with the brand logo displayed on the product or packaging);
If you use the inventory file template, you need to provide the batch number of the inventory file processing report.
(2) Attention: The pictures of the product and/or packaging must meet the following standards
The brand logo is a permanent identifier;
The brand logo on the product and/or packaging matches exactly with the brand name used to create the product information;
The image does not need to reach ASIN level quality. The product and/or packaging can be held in hand or placed on the table;
This brand does not infringe on the trademarks of other products.
If you still have questions, you can consult seller support or account manager.
Why don't I have Premium A yet?
For third-party sellers, the advanced A page is currently open to brand owners who meet the following criteria at the account level, and Amazon will not charge any additional fees for this:
All ASINs have applied Brand Story
At least 5 A-page projects have been submitted and approved in the past 12 months.
Note: As long as one of the sites under an account meets the eligibility criteria for using the advanced A page, all other sites under that account will also be eligible for use simultaneously. And the eligibility for using the advanced A page is currently re evaluated monthly, and eligible sellers will automatically receive permission without the need for additional application. You can refer to the seller's help and seller's university materials for specific information. If you still have questions, you can consult seller support or account manager.
Why can't I share my comments?
(1) Comment sharing between variants
If the parent ASIN and child ASIN share the same brand, category, and other key attributes (such as category), then the products in the variant series share reviews with each other. Please note that if changes are made to the variant series (such as adding or removing sub ASINs), the comments may take some time to appear.
(2) Comment sharing between sites
Amazon will share reviews written by certified buyers for the same product in other countries/regions. Comments on certain products will be displayed in the "Popular Comments from Other Countries/Regions" section under the local comments section on the details page. To use this feature, your brand must register and join the Brand Registry, and your products must have the same brand in all stores.
16. What is a compliant variant? What if the variant violates the rules?
(1) What is a compliant variant?
A variant (also known as a parent ASIN/child ASIN relationship) is a set of products that are interrelated. This relationship allows similar but distinct products to be presented to buyers in an organized manner.
(2) Correct interpretation of variant relationships
(3) What if the variant violates the rules?
① Situation 1
The variant created by the seller has been split due to violation, but has not received any notification of ASIN delisting or store wide adoption. In this case, the seller does not need to submit any appeal temporarily. Please refer to the following solutions to avoid further violations in the future. resolvent:
Identify the root cause of the splitFor the sub ASINs that have been split, assemble the correct variants or sell them as individual items to identify the root cause, check if other variant links also have similar issues, and make modifications in advance
Usually there is no need to submit an appeal
② Scenario 2
The variant has been split, the ASIN is not available for sale, and there are violation records and appeal buttons on the account status page. In this case, the seller needs to file an appeal on their own. The specific appeal method is as follows:
View performance notifications to understand the root cause of variant violations
If there is indeed a violation, it is necessary to first correct the violation variant (rebuild the correct variant or sell it as a single product) before appealing
If there is a possibility of misjudgment, further explanation should be provided through the appeal page
Check if other variants also have similar issues and make modifications in advance
(4) Frequently Asked Questions
① Will my account be suspended if I violate variant violations multiple times?
Answer: If your account receives more alerts for variant violations than Amazon allows within a certain time frame, there may be a risk of account suspension due to repeated violations.
② What impact will price differences have on products in the same variant group, and can they be created within the same variant relationship?
Answer: According to the concept of variants, different sub products under the same parent product should be similar, so there should not be significant differences in pricing. In addition, if the price difference is too large, it may cause consumers to feel confused, thereby affecting their purchasing decisions.
③ Can low rated products be merged with high rated products through the creation of variant relationships? What are the risks?
Answer: Amazon requires that product reviews accurately reflect the true quality of the product. Merging unrelated product reviews can mislead consumers and damage the shopping experience, which violates Amazon's policy and will be considered a policy violation.
How can I obtain these labels on the listing?
(1) Climate Pledge Friendly Badge certification
You need to apply for sustainability certification for your product that complies with the Climate Pledge Friendly (usually in collaboration with third-party certification agencies), and then apply to Amazon for a logo after obtaining the certification.
(2) Transparency Plan Identification
If you have an R label, you can apply to join the Transparency program. For ASINs that have joined the Transparency program and meet the requirements, consumers will see a blue Transparency mark next to the main image on the product details page, highlighting the quality of the genuine product and helping sales conversion.
（3）Amazon’s Choice Amazon’s Choice
It will highlight products with high ratings, reasonable prices, and timely delivery, allowing consumers to purchase with confidence (automatically selected according to system logic). To obtain this logo, sellers should continue to focus on basic elements such as product quality, customer reviews, product affordability, and competitive prices.
(4) Best Seller Rank Sales Ranking
The Best Seller Rank indicates that this product is on Amazon's bestseller list and highly favored by consumers. The sales ranking is calculated based on the historical ASIN/product sales volume, but the weight of recent sales volume is greater than that of early sales volume.
Only ASINs with sales records and assigned to recommended categories will display sales rankings. Not all categories have sales rankings, as not all sales rankings are useful for Amazon buyers. Although Amazon updates its bestseller list every hour, it may take up to 12 hours for an order to display its sales ranking. In some cases, the failure to display sales rankings may be due to filtering rules applied during the sales ranking generation process. (Note: You can verify with seller support whether the recommended classification node you have been assigned to is correct).
(5) Best Seller Badge
The best-selling badge is an award given to ASINs that rank first in a recommended category with at least 100 products. In addition, ASIN also has an order threshold, and the threshold height varies depending on the mall. For stores where orders from child ASINs are assigned to the parent ASIN and sales rankings are generated for the parent ASIN, Amazon will not display the best-selling badge on the product details page. Amazon will continue to review this standard to ensure that Amazon's best-selling badges remain useful to Amazon buyers.
(6) New Release Badge
The new product release badge is an award given to the ASIN with the highest sales ranking in a certain category of new product releases. Different categories have different definitions for new product releases. Please ensure that the release date (release date), publication date (if any), and product website release date of the ASIN are accurate and correct.
Please note that if there are other badges on the ASIN details page (such as Amazon Choice, Prime Day, Gifting guide), the new product release badge may not be displayed.
