Just start selling on Amazon or been selling for years and suddenly get suspended? Thousands of dollars are on hold? Don’t know why you are blocked by Amazon? Don’t panic, first! Take action quickly, then!
This article will point out all things you should and shouldn’t do to get back to selling on this highly potential marketplace.
What SHOULD do if your Amazon account is suspended
1. Identify types of suspension and investigate root causes of violation
The very first step is to find out why you are suspended. There are many types of Amazon account suspension, and each of them requires different plan of action including information and documentation. Therefore, read carefully Amazon notification to see the reason and what they need to reactivate your account.
Common types of Amazon suspension:
- Inauthentic Complaints
- Products Not as Advertised
- Used Products Sold as New
- Expired Product Suspension
- Performance-Based Suspensions ( High Order Defect Rate, Late Shipping, Cancellation rate, Confirm before ship, etc.)
- Linked Accounts
- Safety Issues
- Restricted Items
- Intellectual Property Issues
- Review Manipulation
- Amazon Seller Account Hackers
Once you’re clear on the reason(s) for the removal of your selling privileges, take a deeper dive into every aspect of your Amazon business to identify the root cause of the violation. It is not the reason mentioned in the suspension email but the facts that you found in your business operation that Amazon may not see. Being transparent and detailed as much as possible is highly recommended.
2. Appeal against your suspension
The only way to get account reinstatement is to appeal. To protect a safe buying marketplace, Amazon gives out dozens to Policies and doesn’t hesitate to suspend any sellers. Sometimes the suspension decision happens by a system error because Amazon has many automatic triggers which suspend seller accounts.
However, they rarely fix it themselves but require sellers to appeal, causing lots of troubles for them.That’s why it is important to outline your appeal letter before you contact Amazon based on your investigation..
So, what makes a good plan of action that Amazon is looking for?
Include all information mentioned in the suspension email
The most common outline of a plan of action should include 3 main parts:
- The root cause of the violation
- Things you have done to resolve the issue
- Things you have done to prevent it from moving forward in the future.
Besides, don’t forget to attach all documentations if Amazon required (invoice, receipts, letter of authorization, etc.), important evidence to decide your account reinstatement.
Be focused! No comment about Amazon process.
Amazon Seller Performance Team has to read thousands of appeal letter per day. As a result, if you do not want to get rejected right away, don’t waste their time by telling how you feel or just give a meaningless excuse. Only provide the information to address their need. Be detailed but coherent and not rambling!
Give investigator facts, not generic information in Amazon seller forum
You’d better not talk around the point if you do not want to be asked for more information. Focus on policy matters, and not performance metrics. What Amazon wants to see is every concern they have about reinstating is answered convincingly.
Use numbers or bullet points rather than a long paragraph
Again, Amazon just spends a short time to review each plan of action. Don’t make them frustrated when reading your appeal. You’d better use a short paragraph for the introduction and conclusion of the appeal only.
Include a short paragraph for introduction and one at the end to wrap the appeal up concisely
It is necessary to tell the reader the reason for your suspension and what you are writing for. Besides, after presenting all actions, don’t forget to remind Amazon of the purpose of your appeal letter and that you have been trying to be a valuable seller in the marketplace.
3. Prevent your selling privileges being removed
- Update Amazon Policies on a regular basis to make sure they are not being violated
Amazon changes or adds more policies and proactively updating is sellers’ responsibility. This not only helps sellers have better compliance but also avoids any new issues causing account suspension.
- Monitor your account aggressively, especially customer response
- Monitor your Seller performance and metrics to ensure that you meet or exceed minimum standards for shipping time, customer satisfaction, and sales. Remember one thing, unhappy customer means troubles. Take customer response seriously and ensure their satisfaction.
- Respond to Amazon policy notifications/warnings about item quality complaints quickly
Investigating and responding to warnings quickly to tackle customer service issues and shipment issues, you can do your best to prevent suspension.
- Keep an eye of your listing
Double check your listings to ensure that you do not have inactive listings, mismatched listings (right product wrong photo), or duplicate listings, as any of these could result in a suspension.
What SHOULDN’T Do If Your Amazon Account Is Suspended
What to do is not enough to recover your selling on Amazon. If you overdo actions that are not necessary, it will ruin the whole process and things you have done become useless. So, what shouldn’t do while you are appealing your account suspension?
1. Don’t respond immediately by clicking the “Appeal” button
Most Amazon suspensions require multiple back and forth communications with Seller Performance. It will make the reader frustrated if you send a plan of action with no intro, no investigation, no focused information or even having terrible punctuation and grammar. You will surely receive no result and waste one big chance to get reinstatement. Don’t rush to submit the first appeal and reduce the success rate to get back on Amazon.
2. Don’t blame buyers or Amazon processes for the suspension
Amazon is a customer-centric brand. That’s why they can reach a number of 2 billion monthly site visitors and become the most trusted global brand in the world. If you are planning to blame your issues on the actions of a customer, you are totally wrong. All of Amazon terms and policies favor the buyer, and any appeal which blames customers will not get a positive result.
Focus on your own practices when creating your appeal and show what changes you have made to keep Amazon customers happy and comply with their guidelines is always the correct direction.
3. Don’t open a new account
Keep in mind that Amazon suspends seller for linked account. Suspension is a process which may not last for a few days. On Amazon, it is not simply when you open a new account and start over. They have ways to track that and it definitely makes your account permanently be deactivated.
4. Don’t manipulate the invoice
It is very easy for Seller Performance agents to spot a fake or manipulated invoice. Submitting this kind of invoice can add on another violation called “forged and manipulated”, a serious violation and very difficult to resolve. If you only have a receipt or purchase order, being honest as much as you can rather than creating an invoice and submit it to Amazon. Even the slightest modification can result in delays to reinstatement.
5. Don’t send multiple letters after submitting the first appeal
Some sellers get the response from Amazon that they should expect a response in 24 hours and after that, they keep resending emails if they get nothing back. Also, the majority of the time, Seller Performance doesn’t send a confirmation that they have received the appeal, which can make many sellers nervous. However, this only delays the reinstatement because of resolving multiple appeals from you.
Seller Performance has received the appeal, and they will reply once they finish reviewing it. It is best to wait up to a week before submitting any additional letters.
6. Don’t immediately contact Jeff Bezos
Don’t expect a quick reply from Seller Performance and contact Jeff Bezos right away. This is the last chance. Remember that it does not mean Jeff Bezos will read your appeal when you send an email to him. There will be no other communication if you have contacted Jeff Bezos and get a rejection from the escalation department or Jeff team. So, be patient and communicate with Seller Performance throughout the appeal process is the best way.
In any cases, prevention is always better than cure. The best way to avoid this process entirely is to try to prevent suspension. However, if you, unfortunately, get trouble with account suspension and can’t find a solution, Amazoker provides Amazon appeal service to help you restore your business in the shortest time.