CASE 22373552711 - Help with a case - 10+ year seller - FBM listings deactivated 2 weeks ago due to OTDR level - Just want to appeal
We had a legitimate OTDR percentage issue and we have since corrected the issue. Our OTDR has rebounded and is currently at 97.94%. However, we have not been able to appeal the deactivation. The option simply does not exist. Numerous chats, phone calls with Account Health reps result in basically the same response: Contact Account Health so that they can manually add the appeal button. Phone calls just lead me back to the same place: just wait and our investigation team will contact you.
But, yesterday, the clearest email was sent to me from Amazon after a lengthy chat about the issue. Here's the most important part of the email:
I'm XXXX and I see that you're requesting to reactivate your seller- fulfilled listings as it has been deactivated because your On-Time Delivery Rate (OTDR) fell below the 90% OTDR requirement.
I can see here that your OTDR is now at 90.09% and you have enabled AHT & SSA in your shipping settings.
Usually, you can reactivate your seller- fulfilled listings by clicking the Submit appeal at the top of your Account Health dashboard to request reinstatement of your capabilities to list seller-fulfilled products.
However, since this option is not available, I advise you to contact the Account Health Specialist by going to your Account Health Dashboard and clicking the Contact Us button to have this sorted out.
Please help. Thanks in advance.
CASE 22373552711 - Help with a case - 10+ year seller - FBM listings deactivated 2 weeks ago due to OTDR level - Just want to appeal
We had a legitimate OTDR percentage issue and we have since corrected the issue. Our OTDR has rebounded and is currently at 97.94%. However, we have not been able to appeal the deactivation. The option simply does not exist. Numerous chats, phone calls with Account Health reps result in basically the same response: Contact Account Health so that they can manually add the appeal button. Phone calls just lead me back to the same place: just wait and our investigation team will contact you.
But, yesterday, the clearest email was sent to me from Amazon after a lengthy chat about the issue. Here's the most important part of the email:
I'm XXXX and I see that you're requesting to reactivate your seller- fulfilled listings as it has been deactivated because your On-Time Delivery Rate (OTDR) fell below the 90% OTDR requirement.
I can see here that your OTDR is now at 90.09% and you have enabled AHT & SSA in your shipping settings.
Usually, you can reactivate your seller- fulfilled listings by clicking the Submit appeal at the top of your Account Health dashboard to request reinstatement of your capabilities to list seller-fulfilled products.
However, since this option is not available, I advise you to contact the Account Health Specialist by going to your Account Health Dashboard and clicking the Contact Us button to have this sorted out.
Please help. Thanks in advance.
14 replies
Seller_OvL8C4BJWiuS9
Did you address the violation noted in the performance notification? Meaning, was there anything else required?
Seller_tgkNyGEhdNzKP
The appeal is not where you are looking. Since the February 2026 update, OTDR deactivations sit in Account Health under Other Policy Violations, flagged as "Order Performance - On time Delivery Rate", with a Submit Appeal button that reactivates the listings automatically; the OTDR page itself has never carried one, which is why support keeps sending you back to a page with no option on it. Two things to check before you file: that the rate you are reading is OTDR without promise extensions, and that it has held above 90 % across the window rather than only today, because the metric runs on a rolling 14 days with a 7-day lag and a fresh recovery shows up late. If Other Policy Violations shows nothing at all, put that sentence in the case word for word: the violation is not listed there, so no appeal can be submitted. That is a different request from the one you have been making, and it is the one that gets the flag loaded.
Seller_tgkNyGEhdNzKP
It is not a section of its own, which is why you cannot find it. In the current Account Health layout it is a line inside the Policy Compliance card, listed as "Other policy violations" with a counter next to it, and you only reach the entries themselves through "View all" on that card, not through a menu item. If that line reads 0, nothing is loaded against your account and no Submit Appeal button can exist, which is exactly why every rep sends you back to a page with no option on it. Put that in the case word for word: Policy Compliance shows no entry under Other policy violations, so no appeal can be submitted, and ask them to load the OTDR deactivation there so the appeal becomes available. That is a different request from the one you have been making, and it is the one that gets the flag loaded.
