Hello Amazon Sellers,
Recently I was temporarily suspended from selling on Amazon. I have read other responses, collected feedback from Amazon sellers, and have drafted an Appeal and a Plan of Action in hopes to get my seller privileges reinstated and because a better Amazon seller.
Any and all help is appreciated during this process.
Here is suspension notice I received from Amazon:
Your order defect rate does not meet our performance target of less than 1%. As a result, you are temporarily unable to sell on Amazon.com or transfer funds from your account. We encourage you to resolve any open orders.
If you would like to sell on Amazon.com, please provide a detailed plan that includes the steps that you will take to meet our performance standards in the future. We will review your plan and decide whether to reinstate your selling privileges.
The order defect rate is based on A-to-z Guarantee claims, negative feedback, and chargeback disputes. You can see your order defect rate and download a report of imperfect orders on the Account Health tab of the Customer Satisfaction page in the Performance section of Seller Central (https://sellercentral.amazon.com/gp/seller-rating/pages/account-health.html).
Reviewing any claims, negative feedback, or chargebacks for the orders in the report can help you identify where you can improve your performance.
Because complaints about specific issues are contributing to your order defect rate, we ask that any plan that you provide include remedies for the following issues:
Buyers are not receiving their orders.
Buyers are receiving items in a different condition than they ordered.
When you list on our site, you must use our condition guidelines to classify your items. We developed these guidelines to help set the same expectation of an item’s condition between a buyer and a seller. To view those guidelines, search on “Condition Guidelines” in Seller Central.
For more help with creating your plan, visit the “Appeal the Removal of Selling Privileges” page in Seller Central Help.
To submit your plan, click the “Appeal” button next to this email on the Notifications page in the Performance section of Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html). If you do not submit a viable plan within 17 days, we may cancel your offers and any funds in your seller account will be unavailable to you for up to 90 days.
We look forward to hearing from you.
Seller Performance Team
Here is my Appeal (ALL HELP AND FEEDBACK APPRECIATED!)
Thank you for the opportunity to appeal our suspension and explain our Plan of Action.
We have read, and will continue to read Amazon’s Condition Guidelines and Policy Agreement.
We understand that to A-to-Z Claims, Negative Feedback, and a Chargebacks were the cause of our Order Defect Rate being above Amazon’s acceptable 1%; ultimately leading to the suspension of our seller privileges.
We have created a Plan of Action: effectively immediately, to ensure the below issues do not occur in the future.
To address issues with customers not receiving their items:
Utilize Fulfillment By Amazon:
• Our current inventory is currently 100% Fulfillment by Amazon, and will remain 100% Fulfillment by Amazon, to ensure customers receive their item in a timely fashion through Amazon’s proven and secure service.
To address our issues with customers receiving items in a different condition from what they ordered:
Improve Supplier Standards:
• We will grade products conservatively using Amazon’s Condition Guidelines.
• We will only list items in “very good” or better condition.
• To ensure customer satisfaction, we won’t sell used electronics.
• We have reviewed our current inventory and called back anything that may conflict with Amazon’s Condition Guidelines or Amazon’s Policy Agreement.
• We have invested in safer shipping amenities.
• We have added an addition quality inspection for all items leaving our possession.
With this outlined Plan of Action, we have full confidence that our Fulfillment by Amazon business will obtain and maintain an average Order Defect Rate below 1% and provide a timely and quality product to all Amazon customers. We look forward to continuing to grow our business with Fulfillment by Amazon.
How is this for a final?
I am looking to submit soon, also, does anyone know the average response time after I appeal?
Would it be helpful to call back all used electronics before submitting?
Has anyone been suspended and reinstated for the same Order Defect Rating, if so, how do our appeals compare?
Your help is greatly appreciated.