Tag Archives: TOS

Questions and Answers With Amazon About Writing Reviews

Questions and Answers With Amazon About Writing Reviews

Last week I promised you I would be asking some specific questions about reviewing to Amazon and then sharing with you what I learned.  

questions-and-answers-with-amazon-about-writing-reviews-frostedI addressed my email to Jeff Bezos himself so that I could be sure that whatever answer I received was carefully considered and not just from someone at the Help Desk who may or may not really understand what I was asking, much less what the right answers are. I wanted an answer from a top-level executive at Amazon that I could trust.

After receiving my email, Jeff asked Jennifer P. (why does no one who works at Amazon ever use their full last name?) to respond on his behalf. Jennifer, who works in Executive Customer Relations, responded right away and let me know that she would need some time so that she could work directly with the Communities team on my list of questions.

Here is the text of the letter I sent to Jeff.  You can see full screenshots of the email that I sent and the emails that I received in response by clicking here.



Dear Mr. Bezos,

There are multiple emails from executives at Amazon circulating among the Reviewer Community that seem to contradict one another. By going straight to the top, my expectation is that I will have the answers that are needed so that responsible reviewers will be in compliance with Amazon’s policies.  I can then help distribute this to other responsible reviewers to share with as many other people as possible.
 
I am going to try and keep this cut and dried so that nothing is left to interpretation. All of these can be answered with a Yes or No.
 
1. Are hobbyist Reviewers going against Amazon policy if they use the services of a website, Facebook group, email group, or other organizations to come in contact with Sellers who are offering products at a lower than advertised price, as long as the TOS or rules of the business state that there is no expectation of a review in exchange for the product? 
 
1a. Once they receive the product and test it, are they going against Amazon policy to write a review?
 
2. Are Reviewers going against Amazon policy if they accept a gift that is shipped directly from the seller, and then write a review for that gift, as long as there is no expectation of a review?
 
2a. Are Reviewers going against Amazon policy, in the same situation as above, except that the gift is shipped via Amazon? 
 
3. Are Reviewers allowed to use gift cards supplied by a Seller to order products if they are for the full price of the item and nothing more, or are only promotional codes allowed to be used? 
 
3a. Just to verify, a gift card ends in 4 digits and a promotional code in 6 digits correct? 
 
4. Is a disclosure (disclaimer) required when you leave a review if it is written for a product you received at a lower price than what is currently advertised on Amazon if there was no expectation of a review when the product was offered?
 
4a. Does the disclosure have to stipulate whether it was free vs whether it was received at a discount, or is a general disclosure permissible? 
 
5. If no disclosure is required, isn’t that against FTC guidelines? 
 
Thank you for your time and attention to this matter. I know that if Reviewers have some concrete answers to these questions, you will find that every effort is made to follow the policy by the vast majority of people who write reviews. 
 
In the past, problems have gotten out of control because there was too much left open to interpretation. In fact, it would be wonderful that if a disclosure is required, you gave us a specific one to use. Just as the Vine Program is clearly identifiable by their badge and no disclosure is necessary, if hobbyist Reviewers had a common disclosure to use it would make things much easier for everyone. 
 
With My Sincerest Gratitude,
Lynn Marie White


As you can tell, I really took into consideration the questions I have read going around in all the different groups I belong to, questions anyone sent me, and things I read on message boards and forums.
I wanted everything to be very clear so nothing would be left to interpretation and no one could argue the facts. I really did try to  make it so specific that a Yes or No answer would be easy for Amazon to provide. Many of these executives are so used to speaking in legalese that perhaps they forget that for the average person, reading their TOS, Community Guidelines, or page about Promotional Content can leave some of us confused at times. I must say, they are getting better and I do think this last change in wording helps define our role more than it did previously. 

At times, change comes with chaos, though. There are so many emails from Amazon executives making the rounds that contradict one another, messages from the help desk that also contradict one another, and some that don’t even make sense. Maybe we should have a contest to see who has received the craziest answer to a recent question about reviewing from Amazon!

That chaos is only taking into consideration the written content from Amazon that I have seen. The rumor mill is out of control with all kinds of crazy speculation from Reviewers, Sellers, Admins, and website representatives too. I will caution you strongly to not believe everything you read and I hope that you have followed what I suggested when the news of the changes started making the rounds, Wait Until the Dust Settles! 

So what are the facts?


First email I received from Jennifer P. 

Hello Lynn,

I’m Jennifer of Amazon.com’s Executive Customer Relations. Jeff Bezos received your e­mail and asked me to respond on his behalf.

Thanks so much for sharing your questions regarding Amazon’s review policies ­­ we appreciate our reviewers wanting to be in compliance and I’m happy to answer your questions.

Lynn, because I want to ensure you’re provided the most accurate response to each of your questions, I’m collaborating directly with our Communities team and it’ll take a bit longer than usual. I truly appreciate your patience and I’ll have a thorough response by 4 PM PDT on Tuesday October 11, 2016.

You’ve been a valuable member of our Prime family for 5 years and we appreciate your patronage. I’ll be in touch Tuesday and I hope you have a wonderful weekend.

We’d appreciate your feedback. Please use the links below to tell us about your experience today.

Best regards,

Jennifer P.
Executive Customer Relations

Second email I received from Jennifer:

Hello Lynn,

As you recall, I’m Jennifer of Amazon.com’s Executive Customer Relations. I appreciate your patience while I collaborated with our Communities team regarding your inquiry.

We updated the community guidelines to prohibit incentivized reviews unless they are facilitated through the Amazon Vine program.

We do not permit tying a free or discounted product or other benefit to a review, whether or not a review is expressly required. These reviews are prohibited, whether or not the benefit is disclosed in the review:

https://www.amazon.com/gp/help/customer/display.html?nodeId=201929730

In order to preserve the integrity of Community content, promotional content is only allowed in limited circumstances, and must always be clearly and conspicuously disclosed as promotional content if not obvious from the context:

https://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&…

Please note we do not have information in addition to what is already provided in our help pages and we’re not able to offer additional insight on these matters. We appreciate your understanding.

Best regards,

Jennifer P.
Executive Customer Relations

Thank you.
Amazon.com


 

blue transparent checkmarkThe fact is that unless you are in the Vine Program, do not write a review on Amazon for anything* that you have not purchased yourself with your own valid credit or debit card.  

I would recommend that you not even load up gift cards anymore and use those to make purchases, especially if you might write a review for the product. I know loading up gift cards can often entitle you to a credit, but now, your gift card purchase could result in a loss of your account privileges if you forget and write a review for something you ordered with it.

* There is one exception to this policy, if you are a bibliophile like myself, you will be happy to know that this does not apply to books. The following statement is from the Community Guidelines page. “Book authors and publishers may continue to provide free or discounted copies of their books to readers, as long as the author or publisher does not require a review in exchange or attempt to influence the review.” A disclosure is required to be in compliance with Amazon’s policy in regards to Promotional Content. 

I understand that there are people telling us that it is okay to write a review because no one has asked for a review. Here is what Amazon has said that addresses that statement:

“We do not permit tying a free or discounted product or other benefit to a review,
whether or not a review is expressly required.
These reviews are prohibited, whether or not the benefit is disclosed in the review:”

I have been going through the multitude of emails I have received from websites and some of the groups that I have belonged to that ran promotions. I am sure you are getting them too. They are all saying that the rules have changed and they have changed with them. 

Many are changing their rules, guidelines, or TOS and saying that a review on Amazon is in no way required in order to receive a product promotional code through them. They are claiming that the choice is totally up to you whether you want to leave a review, and in fact, you won’t be breaking Amazon’s policy if you do leave a review. They are calling sellers and reviewers 2themselves shops and stores and you are now a shopper or some other similar term, anything but a Reviewer.

It is true that their rules have changed and they don’t require a review to get a code. You can go to Amazon and order the product, the code you get will work just like it did before. But if you write a review on Amazon, you are in breach of Amazon’s policy. I know some of you are thinking that there is no way that Amazon can track people who are doing this, there are so many Sellers and so many Reviewers that they will never be able to find out if you do,

My background is in software development and business management and I am telling you straight up that I know for a fact how easy it would be for Amazon to track this and wipe the Sellers and Reviewers who are participating in this type of activity, It is my opinion that the long periods between updates in rankings have not just been computer glitches or periods of time to just wipe groups of reviewers. They have used that time to upgrade their servers, work on their database structure, develop algorithms (software scripts that analyze data to do things like track Seller and Reviewer interactions, reviewing patterns, review content, Reviewer to Reviewer relationships, and anything else you can imagine), write and develop new software, test it all out, and assuredly have it up and running by now.

Amazon has already let us know that some of our reviews will be deleted retroactively if they are excessive or do not comply with the previous policy. You can read about that here in my post, Amazon Removing Some Reviews.  I really believe that the operative phrase there is “if they are excessive or do not comply with the previous policy.” I do not think they will remove every single review all of us ever wrote in exchange for a promotional code. As long as both the Reviewer and Seller were in compliance when it was written, it should not be deleted. I know many people didn’t think about what a Seller might be up to and were just concerned about being in compliance themselves. Unfortunately, that isn’t the case and it has been and always will be a symbiotic relationship, remember the article about Keyword Searching, Wishlisting, and Other Seller Requests where I talked about how working with someone who did these types of things put your account in jeopardy, even if you didn’t do the special request but did a review for them. It is too bad that at times we weren’t aware of some of the tactics Sellers used or the ones to avoid.

So, do we all stop writing Amazon reviews? No, if you really enjoy writing reviews there is no reason to stop, as long as you write the review for something that you paid for yourself. In fact, there are many reasons to keep writing reviews on Amazon, one of the most important reasons being your ranking. Having a solid ranking is still a great way for Sellers to discover you. I will share more about the other benefits of continuing to write reviews on Amazon later, this post is long enough as it is!

Promotions and free products are not going to go away. They have always been a successful way of marketing, especially for new products. In the future, I will be writing more about other social media reviewing and how to market yourself to Sellers differently now. 

Looking at the facts that Amazon provided, do you agree? Even here on my blog, I urge everyone to look at the facts. I always try to show some evidence if I am saying that things should be done a certain way or in explaining what something means. I can be wrong just as well as the next person, so don’t feel shy about speaking up if you disagree. None of us can learn if we don’t share our knowledge and beliefs with others and be open to discussion about those differences.

I am looking forward to this next stage of development and feel more confident knowing whether I am doing the right thing when it comes to writing reviews on Amazon. The uncertainty surrounding the interpretation of Amazon’s former TOS can be put to rest and we can move forward together. Even those unfortunate Reviewers who were actually honest and good at what they did, but lost their accounts, have huge opportunities moving forward.

Those reviewers who took advantage of the system are out of luck. A  Seller won’t be giving anything to someone who does nothing valid to promote their product.  On Amazon, some Sellers put up with it because perceived sells, the number of positive reviews, and many other metrics improved their Amazon ranking.  Social media reviewing is a whole other game, you need to know what you are doing and not just be a number to the Seller.

if-it-looks-like-a-duck-and-quacks-like-a-duck-then-it-is-probably-a-duck


Thoughts? I would love to hear what you think about this post and how Amazon responded. Do you agree with my conclusion? Do you disagree, if so, why? I love hearing from you all, it is the most important reason I do my blog so let’s hear from you!

Life is about the map we follow and the treasure we find along the way

We have a new map going forward with Amazon and Reviewing in general. You all are the treasures I have found along the way!


Amazon Removing Some Reviews

Amazon Removing Some Reviews

If you are a Reviewer on Amazon, some of your reviews may be removed. The key word here is may. Make sure you read until the end of the post to find out how to tell if any of your reviews have been removed and one way to save a copy of your reviews if you don’t already have one.

 

Yesterday Amazon sent out a copy of this email to all Reviewers.

amazonemail-we-may-remove reviews

Please read this carefully. It says that reviews are being retroactively removed if they are excessive or do not comply with the previous policy. If you followed policy before, you should not be affected too much, if not at all.  What is excessive? Of course, we do not know what they believe excessive is. If you are submitting more than 100 a month, that is probably excessive, but that is only my opinion. What was the policy they will probably be looking for? Having the correct disclosure displayed prominently on all of your reviews.

There is one other thing that may have been out of your control and could have gotten you wiped before now or will affect whether some of your reviews are removed.  Remember, you are not in this alone. Think about who you got the product from and what Amazon is also looking for when it comes to Sellers.  There are many Sellers who are losing their accounts too now. If a Seller loses their account, all of their product listings are taken down and so that means that your review is also removed. I know I have mentioned in several different posts about working with Sellers that you know do things that are against Seller TOS. Even if you don’t do their special request but do a review for them, Amazon only sees the data relationship between you.  They aren’t going to go to each Reviewer and ask you if they fulfilled a request for something special. They are just going to wipe those reviews that are associated with that Seller and product.

Remember, your disclosure has to have said if it was for free or if it was a discounted item. Having a general disclosure was not acceptable. An example of a general disclosure is: I received this as a promotional item. I received this for free or at a discount. I received this in exchange for the sample. The words free or discount(ed) had to be in the disclosure according to Amazon. For the full article about Disclosures, please click here. 

free-vs-discount-product-for-review-amazon-tos-changes

How will you know what Amazon deletes, if they delete any of yours? If you have not been keeping copies of your reviews or at know how many reviews you have written, now is the time to take notice. You can find the number of reviews you have written by looking at your Public Reviews Written By You page on Amazon. You have to be signed in to see this page. If the link is not working for you, you can get to it by going to Your Account and scrolling down to the bottom to Personalization. 

I use ARAT to keep track of my reviews, I will get a quick tutorial together on this asap for anyone interested. The directions the developer has written up are actually very good.  In the meantime, you can download it here: ARAT kghodgessoftware  It is a great analysis tool that not only lets you keep track of the reviews you have written, but run various reports on your reviews. You can also print copies of your reviews from ARAT.

keep-calm-and-dont-write-reviews-until-the-dust-settles
For now, I recommend you to take a break and relax. Do not do anything. At this point, we need to set back and see what happens in the next few days. I know some people and groups are urging you to write your reviews with no disclosure (or disclaimer as it is sometimes called). It is against the law to write a review without a disclosure according to the FTC. The FTC trumps Amazon. The fines can be very high if you are caught doing this. Even if you are writing short reviews on social media, they need a disclosure. 


Life is about the map we follow and the treasure we find along the way


Amazon TOS :: Fact or Fiction, Again!

Amazon TOS :: Fact or Fiction, Again!


Amazon TOS ChangesAre the words Amazon TOS and change coming up in your thoughts and in discussions too much lately? Are you having trouble keeping up with the changes and don’t know where to go for answers right now? Are you feeling more and more confused? Don’t worry, you aren’t alone and I do have some great advice for you. 

I took a quick look around on the internet today and stopped in at some of the “watering holes” where reviewers congregate. I have read multiple emails from different companies and individuals involved with the Reviewer Community, many of from the Seller side of things also. I have read and re-read the new Guidelines for Amazon.com Community ParticipationThe section that affects those of us who love to write product reviews is under the Promotions and Commercial Solicitations section. 


Promotions and Commercial Solicitations

As that reads, it seems that writing a review is no longer allowed on Amazon if a review has been, or is, requested. I know I have many open reviews that I promised to do on Amazon, three of them are very expensive products and now the Sellers are left without a review. I have been trying out the products so I can’t return them, they are no longer new.

Do I publish them with a different disclosure, or maybe no disclosure at all?

Are the different sites where we often find products going to shut down and if they don’t are they breaking TOS?

Can Sellers contact us directly and ask us to review a product? Can we pitch to Sellers?

What about the FB groups and email groups, so many of them are handing out conflicting information, who is right?

The best thing any of us can do right now is to sit back and wait for the dust to settle.  My advice to you is to take a break and do not to publish any reviews on Amazon at all right now.  If you are on a deadline for something, contact the Seller and discuss different options like posting to social media. If you go to them with a plan in mind I think they will readily agree with you.  You do not want to make a mistake at this juncture and jeopardize your account.  If there is someone pressuring you to publish a review on Amazon, please consider whether or not that product, that person, or that group is worth the possibility of losing your account.

In the meantime, I am sure there will be more information forthcoming from Amazon, or at least from different people that have contacted Customer Service and have some verified answers to these questions and more. Consider this a vacation, you deserve one anyway! Take some time off from Reviewing and relax. Enjoy the Fall weather and the changes all around us. Do something special for yourself or a neighbor who could use a helping hand.

I will let you know what I come up with, probably sometime over the weekend or at the first of next week. I know that may seem like a long time when we are so used to being on deadlines and in a hurry. This is really going to be a time to reflect on if you want to continue writing reviews and then consider the best way to go about it if you do want to continue. If you still have an account after all of the wipes the last few months, so many of them senseless, then you really do need to do everything you can to safeguard your account. Giving yourself a few days to consider what you have learned and what I can verify is more than fair enough considering the major changes that have been made lately.

If there are other specific questions you are concerned about, please leave them below so I can gather lots of feedback at one time as I go about verification of  my own questions and yours. It is easier if they are shared here instead of individually through email, thanks!


Life is about the map we follow and the treasure we find along the way


Amazon TOS :: No More Reviews in Exchange for Samples

Amazon TOS :: No More Reviews in Exchange for Samples

Amazon has once again changed their TOS. If you currently write product reviews in exchange for free or discounted products, the rules have changed and we will no longer be allowed to do this on Amazon. You can certainly still publish your reviews on other outlets, but it seems like the average reviewer will be out of luck when it comes to finding products to review.

If you have huge followings on social media sites, you may still have many opportunities available and it is not too late to build up those social media accounts if you would still like to review products.

If you enjoy reviewing books, you may still receive an advance copy, but they can not ask you to write a review. The Amazon Vine program is also not going away.

I see more emphasis being placed on their new badges of Enthusiasts but who knows where that will go. Encouraging people to ask and answer questions about products is not the way to go in my opinion. How many times have you read 6 answers to one question that all tell you the exact same thing or someone who answers that “they don’t know” to every question posted!

For myself, I am going to hang back and see where this leads. My blog gets pretty good traffic at times so I may still have the opportunity to publish reviews here. I have several commitments to finish in the meantime also.

Even without reviews, my blog won’t be going away. 🙂


Keyword Searches, Wishlisting, and Seller Requests + Special Valentine’s Day Treat

Keyword Searches, Wishlisting, and Seller Requests + Special Valentine’s Day Treat


As a product reviewer, what do you need to know about Keyword Searches, Wishlisting, and other Seller Requests?

Where does all of this fit into Amazon’s TOS (Terms of Service)?  

Even if you have been following this discussion in any of  my usual hangouts, I hope you take a few minutes to read my new article Keyword Searches, Wishlisting, and other Seller Requests.
TOS Blue
I have a few more additional thoughts on the subject, imagine that! As always, feedback is welcome, both positive and constructive.

For those of you who have wondered if it is okay to do this, I hope I have given you enough information so that you can make your own decision.  Of course, I hope you agree with my thoughts on this but there are those who still disagree.  I am always willing to discuss this further. If you have questions or comments, please leave them on the page in a Reply. Thanks!



valentines day scroll heart

I have a special treat for all of you as a thank you for following my blog and other social media accounts. I appreciate your comments and questions, keep them coming! Most of all I appreciate those of you who have encouraged and inspired me in my endeavors.  Be sure to check back on Valentines Day for all of the information, it involves 3 GIVEAWAYS that have something to do with (though not exactly) the image below. I also have compiled a great list of free downloadables and printables that would be perfect to go with one of these great prizes that are being sponsored by the lovely ladies of CulaLuva!
color my life

 

flowers gels pens forest gel pens trees blue sky flower gel pesn mandala gel pens

 

As always, thanks for coming by!  I hope you take something away with you from the article this week so that you can make your own informed decision regarding Seller Requests that are required for you to complete as part of your bad luck Amazon statistician analyst buttonreview process.  I wish I had all of the answers for you, but hopefully, this will bring you one step closer to the goal of keeping your Review Account TOS Compliant, safe from the data warehouse algorithms and out of the spotlight of the seemingly arbitrary Amazon “analyst.”

Keyword Searches, Wishlisting, and other Seller Requests

 



Life is about the path that we follow and the treasures we find along with way.