Since people are asking for clarification I’ll do my best to try to document everything but even being concise will probably result in a somewhat lengthy post. I hope by doing so it may help shed some light. First of all, I have not been using Amazon a lot for selling. Especially when I first started it out, it was used more like an ebay…if I had some old electronics to sell I would (after comparing ebay vs amazon to see what would net me the most cash). All in all from 2014 up until September 2016 I probably sold less than 10 items.
In September 2016 by pure luck I happened to have a tablet that I was shocked at how much more it costs in the States vs Canada. I live in Canada and these tablets can be bought locally (but supply is not constant as they were discontinued). I sold the one tablet I happened to have and didn’t think much more about it…until I lost my job late October 2016. I get layoff cash payouts, but still figured what the heck why don’t I do something to bring some money and supplement my income. The margins were too good to ignore.
I didn’t know what kind of interest there happened to be in this tablet. I thought maybe it was a pure fluke. So of course I posted different variants (different sizes, Wifi only etc etc). The thing is I didn’t have them on hand, I just wanted to see if the orders would come through. I would worry about the supply problem afterwards. (Please don’t lecture me on why this is a bad business approach- I learned my lesson)
Sure enough, orders did come through at various price points and initially I was able to keep up with demand. I always seemed to luck out on kijiji and was able to find the exact product I was looking for. My problems stated to occur when I had actual businesses ordering from me. I was forced to cancel 2 orders because they involved multiple products and I simply could not meet the order. Additionally, I did a poor job of being organized and shipped the wrong size of tablet to another customer hence my “product defects”. The 2nd defect was someone who wasn’t happy with the condition.
On November 28th I received the typical email saying my metrics were intolerable and I needed to submit a plan of action. There wasn’t much for me to explain other than what I am telling you in this post i.e. DONT POST INVENTORY YOU DONT HAVE. I explained my whole business model to them. The thing is Amazon Seller Peformance was not getting back to me, and when they were they just kept telling me over and over they are reviewing it. This went on for almost 7 weeks. I started to freak out because being unemployed I had $6000 just frozen by Amazon. This represented my money sunk into the products + profits. I could not afford to be without it. When you look at my screenshots those 2 cancellations and 2 defects were what caused this. I had to repeatedly call and email. It wasn’t until I wrote to Jeff that my suspension was magically lifted with zero explanation.
Ever since my account got reinstated I have literally fixed everything and sell using the new business model (only posting inventory I have, I am always prompt with responses, shipping etc) and during that time frame I even received positive feedback. I have had 18 sales that went through without a hitch. I then get this email from then on March 6th:
Your order defect rate is higher than the goal of less than 1%. As a result, you may no longer sell on Amazon.com, and your listings have been removed from our site.
Please ship any open orders. If you have funds in your account, they will be available after any amounts paid for A-to-z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer.
I worked my tail off to fix everything just to get suspended again?? For what?? Yes my long term metrics are still OFF because I don’t have the volume of perfect sales to be able to pull off 200 sales (2/200 = 1%)? It’s like I said this like someone forgiving you just to literally punish you for something that they forgave you for?
I get responses like this from Seller Performance:
Greetings from Amazon Seller Support,
This is Jem, one of the Account Manager and I apologize for the inconvenience this has caused you.
I have reviewed your account and determined that our Seller Performance team has decided, after careful review, that your selling privileges will not be reinstated. Our records also indicate that they have notified you that their decision is final.
Very generic with no explanation. I have opened multiple cases though surrounding this (I honestly dont care if I cant sell anymore, I am irritated at the piss poor customer service and my funds being held again without merit). The other managers have told me to keep bombarding them with new plans of action over and over as per this response:
This is Ruby from Amazon Seller Support. I spoke to you not to long ago regarding your issues with your account privileges being taken away.
As we discussed on the phone, at this time, your only option going forward is to continue writing to our seller performance team and to submit a plan of action/appeal again. I have provided the helpful like we discussed on the phone below in order to assist you with your appeal.
Appeal the restriction or removal of selling privileges
I have included the email address below for our seller performance team as well as Amazons payments team in order for you to find out when and how you can receive the funds in your account. Like I said on the phone, there is no limit to how many times you can email these teams.
Seller Performance: firstname.lastname@example.org
While I know this was not the outcome you were hoping for, I do thank you for allowing me to address your concern.
Please let us know how we did.
I hope this is enough information for you guys to extract some kind of thoughts for me. I am not asking for an override, but for a genuine explanation why my account is suspended when the stated reason is not true (as per the metrics screen shot). I can go the plan of action route, but I don’t even know what to write given that again…those are usually for businesses that need improvement…my business has improved in everyway since my first suspension.