Hi ,
I would like to raise a concern regarding the quality of support provided through the “Contact Us” channel.
In my experience, the team seems focused on replying quickly rather than actually resolving the issue being reported.
Over the past several weeks, I have submitted multiple cases regarding app review findings. In each case, I asked specific questions, such as:
- Which screen triggered the policy finding?
- Which content allegedly violates the policy?
- Can you provide a screenshot or reproduction steps?
However, instead of addressing these questions, I repeatedly receive generic policy text that simply restates the original allegation.
The responses are often unrelated to the specific questions being asked and do not provide any actionable information that would help resolve the issue.
As a developer, I fully understand and respect Amazon’s policies. If there is a violation, I am willing to fix it. However, I need to know what the actual issue is.
At the moment, it feels as though the goal is to provide a response as quickly as possible rather than to investigate the issue and help developers understand how to comply.
Has anyone else experienced this? Is there a better way to obtain specific feedback when Contact Us repeatedly provides generic responses without addressing the questions being asked?
Thank you.
This is precisely what I have been dealing with.
They accused me of torrenting, piracy, illegal activity, etc… None of which was true.
They refused to provide screenshots because they knew there were none to provide. Any other time there was an issue, like when my In App Purchases weren’t configured correctly they sent me a video showing what they were talking about. It was helpful and I fixed it. So not providing any proof or direct references for something as egregious as linking to torrent sites or straight up piracy and illegal activity is just absolutely bananas.
I also became aware that it wasn’t that my app actually did any of these things, it was because my app had a playlist feature allowing users to load their own external content. Their argument was “how do we know that they are authorized to access the content that they play in your app”
It’s literally a video player, that’s something that no video player app has any control over. I was very confused, they told me to remove the ability for the user to load their own content and to resubmit, essentially killing my entire app.
Thank you for sharing your experience.
I am facing a very similar situation.
The review team has repeatedly made allegations that I believe are factually incorrect, yet they refuse to provide screenshots, specific examples, or any evidence supporting those claims.
What is even more frustrating is that they continue to request documentation that does not appear to exist in practice. For example, they are asking for authorization documents that are not provided by the platform in question, while ignoring repeated requests for clarification about the actual content they believe violates policy.
In my case, the support team often does not answer the specific questions being asked. Instead, they simply repeat the original allegation and policy text, making it impossible to understand what needs to be changed.
At this point, my main concern is no longer the review result itself, but the lack of a meaningful review and appeal process.
Have you found any effective way to escalate cases beyond the standard Contact Us channel?
Is there a senior review team, developer relations contact, or another appeal path that actually investigates the facts and provides specific feedback?
Any advice would be greatly appreciated.