Dear Abella,Jilly,

Please see my letter and POA, and correct me ,thank you very much.

On behalf of our company, we would like to express our sincere apologies for the violation of Amazon’s product review policy by one of our employees. We deeply regret the inappropriate actions of our employee and assure you that we have taken appropriate measures to prevent such incidents from happening again.

We didn’t engage any third parties. It was our operator contacted the buyers via Buyer-Seller Messaging Service on Amazon to provide a refund or reimbursement and asked the buyer change their rate to five stars and delete the negative feedback .Please kindly have a check for a detail as the following of our method:

We have China domestic e-commerce operation experience before we started Amazon selling in April 2022,this caused our staff still keep the old habit to contact our customers as his purpose is to provide better service to our customers, we sent out many regular messages to remind customers that we have “ 30 days warranty policy ” .

We checked all the messages and identified the following way that violate Amazon ’ s product review policy : Our operator click the bottom “Courtesy refund” – Courtesy refund Offer a full, courtesy refund or replacement item ，then send out this standard Amazon template message: “We sincerely apologise for any inconvenience regarding your order and would like to offer you a full refund for your purchase.If you would like a full refund: please reply ‘Full refund’.We hope that you give us another chance. Thank you very much. ” some of our customers replied ,then we had conversation by Amazon message system , some customers replied and asked any other product can be recommended , and anyway we made the mistake – ” we asked if possible please give us a 5 ”， this is an old habit for domestic e-commerce operation experience . it has big difference from domestic e-commerce platform to Amazon. T hat is why our management ignored we received a warning latter in Feb.17 and we thought that “ give us a chance ’ which means we can ask the customers to give us a 5 or delete the rating . Now we knew it is obviously we misunderstood.and once our staff found that there were a new function appeared in our Amazon brand catalog in May 15( before we didn ’ t notice we have such function) – that we can send messages to full refund to customers . Then this caused we made this mistake again.

We think Amazon is a great platform for our business. We are determined to expand our business on Amazon. Currently we have 11346pcs goods in FBA center ,and more than 8000pcs on the way to FBA center by sea. We have registered our brand and obtained design patents for most our products to look for a long term success in Amazon. If we were to lost this account, we would feel extremely disappointed as a beginner and unable to bear consequences. If we were given a chance to re-start,we would cherish this opportunity immensely and ensure strict control over our actions.

We understand the seriousness of the situation and would like to present our appeal and action plan to rectify the issue(please check our POA attached).

Plan of Action

1. Familiarize ourselves with Amazon’s policies :

We will ensure that all employees are familiar with Amazon’s review guidelines and policies.

We will organize training sessions to communicate the importance of Amazon’s rules and explain what constitutes compliant and non-compliant behavior regularly .(see the attachment,we have done 1 time)

We will place Amazon review and other important policies on each of our Computers’ Screen to remind our employees not to violate these policies(see the attachment).

We will emphasize the importance of not directly asking customers to modify reviews but instead focus on actively resolving customer issues, providing a positive customer experience, and earning genuine and positive reviews.

Review mechanism for messages :

Sending internal message to customer will become one of our highest privileges .Only the General Manager will have the authority to send message to customers; other employees are not allowed to send such emails.

If other employees request to send message to customer ,All content of a message must be reviewed by the General Manager to ensure compliance with Amazon’s rules and guidelines.

Implementation of appropriate KPIs:

We will establish suitable Key Performance Indicators (KPIs) that strictly prohibit any violations of Amazon’s review policy to all employees. Our focus will be on product improvement and delivering exceptional service as the benchmarks for our KPIs.

4. Monitoring and corrective measures:

We will establish a monitoring mechanism to regularly check the sending and content of strategic emails, ensuring compliance.

If any violations of Amazon’s rules are detected, immediate corrective action will be taken, such as recalling inappropriate messages or actively communicating with customers to address issues

5,We will strictly obey all the following Amazon product review policy:

We firmly prohibit offering refunds or compensation to buyers after they have written reviews, including compensation through non-Amazon payment methods.

We firmly prohibit providing refunds or other compensation to reviewers in exchange for changing or deleting their reviews.

We firmly prohibit selectively soliciting reviews only from buyers who have had positive experiences, while employing different feedback mechanisms for buyers who have had negative experiences. This includes instances where buyers proactively contact sellers expressing satisfaction with their products.

We firmly prohibit establishing variant relationships between unrelated products to improve their star ratings.

We firmly prohibit inserting “request for positive review” messages in product packaging or providing incentives or rewards in exchange for reviews.

We firmly prohibit manipulating functions such as “helpful,” “not helpful,” or “report abuse” on our own or competitors’ product pages.

We firmly prohibit posting reviews using our own name or impersonating unbiased buyers for our own products or competitors’ products.

We firmly prohibit providing financial rewards, discounts, or other forms of compensation to third parties in exchange for reviews of our own or competitors’ products. Specific actions include selling buyer reviews on websites or social media and explicitly or implicitly expressing the expectation that leaving a review will result in a reward.

We firmly prohibit using third-party service providers to offer free or discounted products tied to reviews, such as a review club that requires buyers to register using their publicly available Amazon user profiles for monitoring their reviews.

We firmly prohibit any other actions that may violate Amazon’s review policies. Reviews can be requested through the “Request a Review” feature on the Amazon order page.

With this action plan, we aim to improve our understanding and adherence to Amazon’s policies , ensuring that our business operations align with Amazon standards, providing a positive customer experience, and building a strong reputation. We sincerely hope to be granted a fresh start and an opportunity to demonstrate our commitment to compliance.

Thank you for considering our appeal. We look forward to working with you to reinstate our Amazon account and restore a positive working relationship.

Thanks again.

Goofort .