Suspended for high ODR in April this year and still Amazon wont reinstate my account


#1

Hello Im hoping somebody can urgently help me. Our Canadian account was suspended back in April this year of a 5% ODR rate and 60 days later we are now on 0% ODR despite this we have appealed many times and our appeal has been rejected by Amazon to the point that they now say our suspension is permanent. I have been banging my head against the wall to reinstate my account and perhaps I wasn’t sure about how to put an action plan forward but as it was my first time I just failed at it I guess, and now I just cant get it back up! Everytime I send an action plan it takes weeks or even months for them to answer me and I just feel Im at their mercy and its not getting sorted at all! Anybody with an action plan of some sort that can help me I would be very thankful! thanks peeps!!


#2

Why didn’t you ask for help with your appeal on the forum before it was too late?

It is very easy to get reinstated after suspensions caused by ODR.

You can still get reinstated with a perfect POA sent to the Executive Excalations Department.

I would advise you to post your appeal/ POA here for feedback and also describe, what kind of defects resulted in your ODR exceeding the target.


#3

Hello there this is the problem, we were suspended for the first time on Amazon and didn’t realise what to post. In the end we went through bungas thread and got some ideas from there however still no luck at all. Seems the longer it was getting for seller performance to get back to us the longer we were running out of ideas. basically we had a high ODR due to 1 A-Z guarantee claim due to item being damaged in transit and the other one was 2 negative feedbacks where 1 item was not received and the other was the customer who opened an A-Z guarantee claim on us. 3 months later we are still getting nowhere and now our metrics have dropped back to 0%. We recently sent an appeal but we have sent so many and Im just fed up now and lost the will to fight them!


#4

You only have a limited number of appeals, and sending e-mails asking for updates counts against your appeals total. At this point, from the situation your described you have only 1 option left. Write one last, perfect appeal to get reinstated. If you would like help from the forum, you should post your suspension letter and the most recent appeal you sent in. From there people will help you find what was wrong with it and what you should do to fix it. I suggest posting new drafts on the forum with your edits until you get it right, then send it it as @AngelicPretty suggested. Otherwise, you will not be allowed to sell here anymore.

There are threads here all the time from people with relatively simple to fix suspensions, and the main issue is often that they missed something in their appeals, and then ran out of appeals.

PS: If you still have pending appeals, DO NOT send them more appeals!


#5

Hello Angelic thanks for getting back to me I have posted the original reason why my account was suspended:
Hello from Amazon.
We are writing to let you know we have removed your selling privileges, canceled your listings, and placed a temporary hold on any funds in your seller account. Any new selling accounts you open will be closed.
We took this action because your order defect rate (ODR) does not meet Amazon’s performance target of less than 1%. The ODR metric is based on A-to-z Guarantee claims, negative feedback, and chargebacks. Your performance metrics and previous notifications are available in the “customer metrics” section of your seller account (https://sellercentral.amazon.ca/gp/customer-experience/summary.html).
We encourage you to take appropriate steps to resolve any pending orders. Note that any amounts paid as a result of A-to-z Guarantee claims and chargebacks may be deducted from your seller account.
After 90 days, the hold will be removed and any remaining funds will be available per your settlement schedule. In addition, balance and settlement information will be available in the Payments section of your seller account. If you have questions about these funds, please write to payments-investigate@amazon.ca.
Before we can consider reinstatement of your selling privileges, you must provide us with your detailed plan to meet our performance standards in the future. We will then review your performance plan and determine whether to reinstate your selling privileges.
For information on creating and submitting a performance plan, search on “Appeal the Removal of Selling Privileges” in seller Help.
Regards,
Seller Performance Team
Amazon.com


#6

I would suggest you to write a POA to address the issues, which caused your ODR to exceed the 1% target and then post it here for feedback.


#7

This was my original plan of action:
Description of the issues that caused the complaints:

I have evaluated the reason for the complaints regarding ASIN B076P1J3F6 and believe this stems from a recent order where a buyer received a used or damaged product. On ASIN B076PIJ3F6 buyer did not receive it since the national mail had failed to deliver it.

Explanation of the steps I have taken to resolve the issues and ensure that similar complaints won’t happen again:

To address the issues raised, I have carefully read and understood Amazon’s
agreements and policies here https://sellercentral.amazon.co.uk/gp/help/521/ref=ag_521_cont_200370560, also paying careful attention to Amazon’s Anti-Counterfeiting Policy here https://sellercentral-europe.amazon.com/gp/help/201165970/ref=ag_201165970_cont_521

I have also informed myself further by reading up on Amazon’s policies regarding product condition by searching “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help.

It is my responsibility to source and sell only Brand new products and make sure if I send any other items that they are sent tracked with the national mail and I understand that customers trust that they are buying trusted products from me when they shop on Amazon.ca

I also understand that it is very frustrating for buyers to receive faulty goods so I need to make sure items work perfectly in every regard to avoid similar complaints.

My plan of action below details the steps I taken to resolve these
issues and ensure they won’t happen again:

  1. I have immediately closed the listing which the complaint relates to:
    ASIN B06XH4X7SZ , B076P1J3F6. All orders will also be sent tracked in the future in all my Amazon US accounts

  2. To prevent other possible incompatible/faulty complaints, I have used my metrics page to identify other potentially problematic products using the Product Performance tool and I will keep an eye on my metrics to make sure if any other item is found to be in this category that this immediately gets removed from my US CANADA accounts.

I will continue to monitor my product performance list to identify problems and act before they lead to a complaint.

  1. I will keep monitoring and close any future listings should they arise immediately

  2. I have reviewed my current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review my inventory intake process, making sure every individual product is quality control checked before it is added to my inventory and before it is sold/dispatched to ensure buyers do not receive faulty and used products caused in transit.

  3. I will also pay careful attention to product reviews and act on review comments which flag up potential problems.

Additional details:

My order defect rate is 11.32% however I will strive to improve this rating to 0%

My Pre-fulfilment cancellation rate will strive to improve this rating to 0%

My feedback rating is poor however 1 customer reviews I would like to share with you of how satisfied they were with my services:

Livraison rapide

I believe the steps I will take show that I am committed to preventing complaints and that I can build on the aspects of my account where I am already performing well. I hope that my selling privileges can be reinstated immediately.

I have emailed customers who left me negative feedbacks to see if what I can do for them to remove this, and I hope at least they can be removed in time.

Regards

Naheem

Contact phone number

SEAmod removed personal information. Our Forum Guidelines prohibit the posting of personal information including phone numbers, e-mail addresses, or physical addresses.


#8

This equates to feedback manipulation.

You can sidestep this by first doing whatever it was you were going to do, then emailing the buyer to explain your actions, and requesting that if they are satisfied would they consider removing the feedback.

Also, remove your private information from your post.


#9

The appeal failed to address what you will do to avoid damaged or lost shipments.

It is a sea of irrelevant words.


#10

Ok thanks for getting back to me. So what would you suggest I put?


#11

Also just to let you know this is the email I received recently from the seller performance:

Hello,

Thank you for writing. After a review of your account by an account specialist, we have decided your account will remain blocked.

We regret we are unable to provide further information on this situation. Further correspondence regarding the closure of your selling account will not be answered.

The closure of this account is a permanent action. Any subsequent accounts that are opened will be closed as well.

Sincerely,
Seller Performance Team
Amazon.ca


#12

Hello there thanks for your reply. Sorry I didn’t realise this would be feedback manipulation but thanks for pointing it out.


#13

This was my original plan of action:
Description of the issues that caused the complaints:

I have evaluated the reason for the complaints regarding ASIN B076P1J3F6 and believe this stems from a recent order where a buyer received a used or damaged product. On ASIN B076PIJ3F6 buyer did not receive it since the national mail had failed to deliver it.

Explanation of the steps I have taken to resolve the issues and ensure that similar complaints won’t happen again:

To address the issues raised, I have carefully read and understood Amazon’s
agreements and policies here https://sellercentral.amazon.co.uk/gp/help/521/ref=ag_521_cont_200370560, also paying careful attention to Amazon’s Anti-Counterfeiting Policy here https://sellercentral-europe.amazon.com/gp/help/201165970/ref=ag_201165970_cont_521

I have also informed myself further by reading up on Amazon’s policies regarding product condition by searching “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help.

It is my responsibility to source and sell only Brand new products and make sure if I send any other items that they are sent tracked with the national mail and I understand that customers trust that they are buying trusted products from me when they shop on Amazon.ca

I also understand that it is very frustrating for buyers to receive faulty goods so I need to make sure items work perfectly in every regard to avoid similar complaints.

My plan of action below details the steps I taken to resolve these
issues and ensure they won’t happen again:

1.I have immediately closed the listing which the complaint relates to:
ASIN B06XH4X7SZ , B076P1J3F6. All orders will also be sent tracked in the future in all my Amazon US accounts

2.To prevent other possible incompatible/faulty complaints, I have used my metrics page to identify other potentially problematic products using the Product Performance tool and I will keep an eye on my metrics to make sure if any other item is found to be in this category that this immediately gets removed from my US CANADA accounts.

I will continue to monitor my product performance list to identify problems and act before they lead to a complaint.

3.I will keep monitoring and close any future listings should they arise immediately

4.I have reviewed my current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review my inventory intake process, making sure every individual product is quality control checked before it is added to my inventory and before it is sold/dispatched to ensure buyers do not receive faulty and used products caused in transit.

5.I will also pay careful attention to product reviews and act on review comments which flag up potential problems.

Additional details:

My order defect rate is 11.32% however I will strive to improve this rating to 0%

My Pre-fulfilment cancellation rate will strive to improve this rating to 0%

My feedback rating is poor however 1 customer reviews I would like to share with you of how satisfied they were with my services:

Livraison rapide

I believe the steps I will take show that I am committed to preventing complaints and that I can build on the aspects of my account where I am already performing well. I hope that my selling privileges can be reinstated immediately.

I have emailed customers who left me negative feedbacks to see if what I can do for them to remove this, and I hope at least they can be removed in time.

Regards

Naheem


#14

Hello can you also check whats missing? thanks


#15

That is what is called the “kiss of death”. They don’t want you back and they don’t want to hear from you any more. You’re done as an Amazon seller.


#16

A major cause of lost or damaged shipments is poor packaging.

A major cause of A-Z claims is poor response to buyer concerns.

These are areas which a meaningful plan might have included.

Other areas might be a function of your products and sourcing. For example, some products obtained through liquidation channels are not NEW or Like NEW because of packaging damage.


#17

DO you suggest I write another plan of action then?


#18

Sounds like it would be a waste of your time. They sometimes say they may not answer further emails, but in this case they say they will not answer further emails from you. That means your account has been flagged and your appeal would likely be deleted without even bring read.

I guess if you want to try posting a new appeal draft here there is a chance you could get one read by the executive team. It’s a long shot, but it’s something.

Barb


#19

HI barb thanks for that can you please check this for me and let me know who I need to send this plan of action to? Thanks

UPDATED AND IMPLEMENTED PLAN OF ACTION!

Thank you for your response. We have updated our plan of action to address the Defective and late order complaints caused by a high ODR (Order Defect Rate)

I know that due to our poor performance on amazon.fr ;; I’m
not eligible for merchant fulfilled orders in future. But, I’m trying to
improve my performance and do best on Amazon. But my merchant fulfilled
orders are cancelled by the team. Actually I’m new & didn’t know how to
handle or maintain performance metrics. This was done just because lack of
knowledge about Amazon policies. That’s why I appealed & received a response that my plan of action is not complete; I reviewed my plan of action and re-write as follows:

Root cause of the problem:
• We are very disappointed that we let this slip and didn’t even notice at first hand our metrics which were flagged up in our inventory so for that we accept we are at fault. However we are human, and made an error by not checking our metrics constantly. Moving forward we will make sure we are printing out and keeping all reports and we will have a colleague checking these on a daily basis to make sure we are well below 0% metrics rate!
• Meanwhile I contacted other faster international shipping
services like UPS, Blue Dart, FedEx also to avoid future inconveniences with my Amazon orders.
• We have also contacted the Amazon Service Provider, they will handle my account on my behalf & I will pay for this service. So there is no issue in the future due to my lack of knowledge about Amazon guidelines.
• At the time of new listings I’ll mention 5 fulfilment days which I
will need after receiving the order. So if I have time accordingly, then I’ll be able to deliver the items on time.

Immediate Corrective Actions:
• We will dispatch all orders within the given shipment date to avoid
late delivery of orders.
• We will take care of each parcel gone through Amazon platform at the top most priority. We will clearly mention the delivery time in the product details page so there is no confusions for the buyer.
• We will make sure to keep our customers more informed of their orders and help them along the way with any questions or concerns they have. We will also address any customer complaints promptly and to the customer’s full satisfaction.
• We will always describe our products accordingly as we don’t want to repeat our mistake again that’s why we have deleted all listings which were not described well, to avoid future inconvenience.
• We will always check our inventory on a daily basis for any updates problems or flagged up messages from Amazon.
• We will contact the buyer as a priority basis, and try to resolve
their problems.
• We have also appointed a team to check the receiving order condition
before dispatching, so the buyer will not receive a defective order.
Refunds or claims
• A-to-Z claims: I will be ready to bear all the claims in future & ready to
refund buyers with their claim amount. In case of any returns. I will try
to contact them and guide how to do the return process. In most cases I will allow them to keep the item and refund them immediately should a defective product issue arise
• I will check the product before delivering it to the buyer, and always make sure I send correct and quality products to the buyer only.
To Improve my Negative Feedback Rate
• We will only sell quality products with the correct information displayed on details pages of Amazon, and if customers are not satisfied with that, we will immediately issue them a refund of the full money of the items and ask them to keep the items. We will always follow the Amazon policy to list all our products with the correct information displayed on the Amazon detail pages, so buyers are well informed and fully satisfied with their products.
Corrective long-term changes to Business in preventing Future Issues:
• We have established a more robust and organised system for keeping all invoices. This way we have every invoice readily available should Amazon request them.
• We will put all our invoices into our filing system immediately after purchasing the Product.
• We will continue to sell products we are confident are not defective or used.
• We will inspect every single unit we sell for quality before we list them for sale. This will avoid any buyer perception that what they receive might in any way than, or not up to standard with what they intend to purchase. This will also prevent any future defective A-Z claims.
• We will inspect every single unit we list to ensure than what we are listing is a 100% matched to the Amazon detail page it will be listed under before we list any such item. This will prevent any future defective A-Z claims.
• We will follow up with customers to make sure they are 100% satisfied with their purchase. If any customer suggests any slight dissatisfaction with the item they received, we will immediately issue a full refund and let them keep the item.
• We will make sure the Detail page on Amazon for all our future ASINS are 100% aligned with that product in colour, description, material, etc…to avoid any future defective complaints.
Conclusion:
• Other than the faults we have encountered, we have had a fantastic order defect rate in the past, a good clean cancellation rate which was always 0%, with majority of high valid tracking rates on most orders we shipped, including return dissatisfaction rates well below 0% for customer satisfaction.
• Our feedback rate has been second to none with all 5 star ratings! Please see below:
Livarsion Rapid

We highly understand that a high order defect rate is very critical on Amazon & this type of mistake is not acceptable. This reason is valid & I acknowledge my mistake. So I request you to please give me at least one chance & activate my merchant fulfilled orders. And then afterwards if you didn’t see any improvements then I’m ready to use FBA services in future. It’s my first time my listings have been blocked on the Canada marketplace, so I request you to please review my account thoroughly and please unblock my listing on the basis of my plan of action.
We take full responsibility for the satisfaction of all Amazon customers and we will strive to protect the Amazon customer experience full heartedly. As such, we respectfully request a reinstatement of our Selling Privileges.
Thank you for working with us to resolve this issue

Kindest Regards
Naheem


#20

UPDATED AND IMPLEMENTED PLAN OF ACTION!

Thank you for your response. We have updated our plan of action to address the unauthentic complaints
I know that due to our poor performance on amazon.ca ;; I’m
not eligible for merchant fulfilled orders in future. But, I’m trying to
improve my performance and do best on Amazon. But my merchant fulfilled
orders are cancelled by the team. Actually I’m new & didn’t know how to
handle or maintain performance metrics. This was done just because lack of
knowledge about Amazon policies. That’s why I appealed & received a response that my plan of action is not complete; I reviewed my plan of action and re-write as follows:

Root cause of the problem:
• We are very disappointed that we let this slip and didn’t even notice at first hand our metrics which were flagged up in our inventory so for that we accept we are at fault. However we are human, and made an error by not checking our metrics constantly. Moving forward we will make sure we are printing out and keeping all reports and we will have a colleague checking these on a daily basis to make sure we are well below 0% metrics rate!
• Meanwhile I contacted other faster international shipping
services like UPS, Blue Dart, FedEx also to avoid future inconveniences with my Amazon orders.
• We have also contacted the Amazon Service Provider, they will handle my account on my behalf & I will pay for this service. So there is no issue in the future due to my lack of knowledge about Amazon guidelines.
• At the time of new listings I’ll mention 5 fulfilment days which I
will need after receiving the order. So if I have time accordingly, then I’ll be able to deliver the items on time.

Immediate Corrective Actions:
• We will dispatch all orders within the given shipment date to avoid
late delivery of orders.
• We will take care of each parcel gone through Amazon platform at the top most priority. We will clearly mention the delivery time in the product details page so there is no confusions for the buyer.
• We will make sure to keep our customers more informed of their orders and help them along the way with any questions or concerns they have. We will also address any customer complaints promptly and to the customer’s full satisfaction.
• We will always describe our products accordingly as we don’t want to repeat our mistake again that’s why we have deleted all listings which were not described well, to avoid future inconvenience.
• We will always check our inventory on a daily basis for any updates problems or flagged up messages from Amazon.
• We will contact the buyer as a priority basis, and try to resolve
their problems.
• We have also appointed a team to check the receiving order condition
before dispatching, so the buyer will not receive a defective order.
Refunds or claims
• A-to-Z claims: I will be ready to bear all the claims in future & ready to
refund buyers with their claim amount. In case of any returns. I will try
to contact them and guide how to do the return process. In most cases I will allow them to keep the item and refund them immediately should a defective product issue arise
• I will check the product before delivering it to the buyer, and always make sure I send correct and quality products to the buyer only.
To Improve my Negative Feedback Rate
• We will only sell quality products with the correct information displayed on details pages of Amazon, and if customers are not satisfied with that, we will immediately issue them a refund of the full money of the items and ask them to keep the items. We will always follow the Amazon policy to list all our products with the correct information displayed on the Amazon detail pages, so buyers are well informed and fully satisfied with their products.
Corrective long-term changes to Business in preventing Future Issues:
• We have established a more robust and organised system for keeping all invoices. This way we have every invoice readily available should Amazon request them.
• We will put all our invoices into our filing system immediately after purchasing the Product.
• We will continue to sell products we are confident are not defective or used.
• We will inspect every single unit we sell for quality before we list them for sale. This will avoid any buyer perception that what they receive might in any way than, or not up to standard with what they intend to purchase. This will also prevent any future defective A-Z claims.
• We will inspect every single unit we list to ensure than what we are listing is a 100% matched to the Amazon detail page it will be listed under before we list any such item. This will prevent any future defective A-Z claims.
• We will follow up with customers to make sure they are 100% satisfied with their purchase. If any customer suggests any slight dissatisfaction with the item they received, we will immediately issue a full refund and let them keep the item.
• We will make sure the Detail page on Amazon for all our future ASINS are 100% aligned with that product in colour, description, material, etc…to avoid any future defective complaints.
Conclusion:
• Other than the faults we have encountered, we have had a fantastic order defect rate in the past, a good clean cancellation rate which was always 0%, with majority of high valid tracking rates on most orders we shipped, including return dissatisfaction rates well below 0% for customer satisfaction.
• Our feedback rate has been second to none with all 5 star ratings! Please see below:
Livarsion Rapid

We highly understand that a high order defect rate is very critical on Amazon & this type of mistake is not acceptable. This reason is valid & I acknowledge my mistake. So I request you to please give me at least one chance & activate my merchant fulfilled orders. And then afterwards if you didn’t see any improvements then I’m ready to use FBA services in future. It’s my first time my listings have been blocked on the Canada marketplace, so I request you to please review my account thoroughly and please unblock my listing on the basis of my plan of action.
We take full responsibility for the satisfaction of all Amazon customers and we will strive to protect the Amazon customer experience full heartedly. As such, we respectfully request a reinstatement of our Selling Privileges.
Thank you for working with us to resolve this issue

Kindest Regards
Naheem