I have been selling on Amazon from last six months and I was doing fine. I have around 98 positive feedback with good rating. All of the sudden Amazon suspended my account for no reason. I have received the suspension mail mentioned below.
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 seller account failed our seller account review process.
Per the terms of the selling agreement you entered into with Amazon Services, we reserve the right to limit or remove selling privileges as we deem appropriate.
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 firstname.lastname@example.org.
If you would like to appeal this decision, please visit the Notifications page in the Performance section of your account, find this message in the list of notifications, and click the Appeal button (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html).
Seller Performance Team
I Appealed the decision and i receive the automated mail from Amazon saying that "We removed your selling privileges because your account failed our review process. Due to the proprietary nature of our business, we do not provide detailed information about this process. " I wrote them a long appeal stating all the activities of my account and all reasons that may affect my account but I got the automated reply though Amazon says that they “After a review of your account by an account specialist, we have decided not to reinstate your selling privileges.”. I am sure amazon my appeal was not reviewed by an human else it wuld have been reinstated.
I had updated tracking no. for all the orders and more than 90% of my orders were already delivered. My seller rating and account health was perfectly fine. The only reason I could see that i am an international seller, selling my products in USA. I do not understand if international sellers can not sell on amazon for a long time then why are they even allowed to sell on Amazon.com. I have team of 11 people who I hired gradually after having started good sales on amazon but now my whole team is unemployed.
I am truly heart and financially broken by Amazon and dont know what to do. I request you to suggest me, what can I do to get back selling on Amazon. Please find my Appeal mentioned below which can you you some idea, about what has happened so far.
Hello Seller Performance Team,
We are writing to appeal the suspension of our Amazon Seller Account. We apologize for the delayed appeal but we wanted to review and evaluate all of our selling practices before sending the appeal. We have added the tracking information of almost all the orders which we have sold in last 2 months and most of the orders (More than 90%) have been successfully delivered to the customers. we have already received 94 feedback and out of these, 92 feedback are positive which indicates our quality of services and products. We have only received one negative feedback in last 90 days for the book which was delivered through FBA. According to the customer, it got damaged. May be it got damaged in transit. We have received most of the positive feedback after our account is suspended.
We had an initial suspension on September 15th, 2014 due to policy violation for two products which we already had stopped selling a month ago from that date. My account was reinstated after an appeal. ASIN of these two products mentioned below for your reference.
- ASIN: 1451113145
- ASIN: 1455704180
We have never sold these two products since after. We prepared and bought a list of products, which are listed on a product detail page that accurately describes the product in all respects and we only sold these products since then. Since that incident, our feedback rating has gone up, and our return rate had gone down, and it looked as though everything was heading in the correct direction. Then, we received a policy violation notification on November 25th, 2014. which stated that “We have removed this listing because your item may not exactly match the one shown on the detail page or is not in accordance with our Condition Guidelines:”. We received this notification for the product with ASIN:0890425558 and we were asked to appeal if we wanted to consider reinstatement of our selling privileges for this particular book. We appealed but it got us suspended for the whole account. We would like to state here that we have received most of the positive feedback for the same product which prove that we were selling the right product.
We have received two A-to-Z guarantee claims in last two months which claims that Item is not as described for the same book (ASIN:0890425558 ). It may be reason for the particular listing was blocked from your side. We would like to explain these two A-to-Z claims in details to make you understand our side. Our first claim in last two months was for order ID (111-0890984-0337833) which was initiated on November 19, 2014. The claim type was that “Item not as described” but if you read the claim carefully, it says that item got damaged in transit. We accepted the responsibility of the damage in transit and refunded the buyer full amount but please note that the book was as described but it got damaged in transit. Our second claim was for order ID (002-4635990-0644258) which was initiated on November 22, 2014. The claim type was that “Item not as described” again but the buyer said that he/she got an empty parcel. It means that there was no book in the parcel. the buyer even sent me the pictures of the parcel which I have attached herewith. If you carefully see the USPS label on the picture, you can see that it weigh 3 LBS and an empty packet cannot weigh 3 LBS. Our point here is that it was delivered empty for the courier service provider’s mistake not because item was not as described. We immediately refunded the full amount to the buyer. Please understand that in a very few cases, it may happen in business because delivery of the products is in courier service provider’s hand and sometimes they may commit some mistakes but as a seller we have taken responsibility of all our orders and gave instant refunds to the buyers when needed. we are ready to remove the listing from our inventory which amazon find suspicious if we are allowed to sell again and We can even opt for FBA for most of our products to be on safer side.
Some of our key improvements we have made:
We have reviewed all the policies (Prohibited Seller Activities and Actions,” “Product Detail Page Rules,” and “Condition Guidelines) in Seller Central Help and implemented several review steps with our team to assess our new items and we have invested in a customized inventory management system which will help us to manage our inventory and to better control the items which list and how they update based on the specific Amazon policies. I have also removed the book with ASIN:0890425558 from our inventory until you allow us to sell the same item.
We have employed 2 more new people to check the quality of books before sending these to the customer and consistently follow up with the courier service provider until it reaches to the customer. We have always responded to the buyers within 3- 4 hours. We have a team of 11 people including 2 new staff members.
We have evaluated the customers metrics and the performance target and we noticed that we have a yellow sign for “Packages with tracking info” for the period of 90 days. I have already bought a subscription of Endicia software which will generate the USPS labels and update the same automatically to the orders. Earlier our courier service provider used to print USPS labels for us. We have one dedicated staff to make sure that tracking information is provided to almost all the customers.
With the improvements we have made, we know we can still be an asset to the Amazon Marketplace, and we are pleading for a final chance. We are happy to provide more details on any of the points noted above via phone or email. We are open to any thoughts and feedback as well based on your recommendations so we can rebuild your trust for our account as well.
Thank You For Your Consideration,