How to recover a suspended Amazon account? Ah. That great unknown.
Today I am going to talk to you about a situation that occurs from time to time to some Amazon sellers. It is about what, in a euphemism that I have not seen anything necessary, they call: “withdraw your sales privileges “when in reality it is an account suspension or a full-blown ban.
Why was my Amazon account suspended?
The short explanation is that Amazon is a private company that is run with some rules (more or less) courtiers and that you have been selling there and you have not read all the conditions well or, even having read them, internalized, Printed and underlined the most important paragraphs, there has been a problem that in a somewhat discretionary way has meant that you do not comply with the policies. This was the short explanation.
The long explanation is a bit more complex because it involves going into the main reasons that lead to the withdrawal of seller privileges on Amazon (am I the only one to whom this sounds like “friends with rights”?). When an account is suspended so you don’t worry about how to reactivate amazon account, Amazon notifies us and also informs us more or less of the specific reason and the products involved. The main ones are usually:
Low performance or yield
You already know that Amazon is obsessed with the customer and that is why it places great importance on all its sellers fulfilling their commercial commitments in the most effective way possible.
The data is on the table since for them, everything that exceeds these numbers is potentially at risk of suspension due to a performance issue:
ODR (Order Defect Rate): the percentage of orders that have suffered bad reviews, claims for violation of the guarantee from A to Z or customers who have requested a refund of the purchase amount on their credit card. ODR must be below 1%
Pre-fulfillment Cancel Rate: the rate of orders canceled by you as a seller before shipment for whatever reason and that is attributable only to the seller. The PCR must not exceed 2.5%
Late Shipment Rate: the number of shipments that have not been confirmed on time divided by the total shipments in a given period. The LSR should never be higher than 4%
All these factors influence what is called Seller Performance and are the basic metrics that Amazon uses as a reference to evaluate us as sellers.
The good thing is that you can know the health of your account at all times through the Customer Metrics tool that you can find when you log in to your account, it is not an unimportant issue so I recommend that you monitor it very carefully.
Sale of unauthorized products
It is often said that Amazon sells everything. Well, it is not exactly like that, Amazon sells everything that Amazon allows to sell. There is a fairly extensive list of products that we could call prohibited and restricted, if Amazon detects any of these in our listings we have a problem ... or several.
The first thing is that they reserve the right to suspend the account, but in addition, in the case of FBA they can destroy all our stock stored in their facilities without us seeing a single turkey and they reserve the right to even take legal action in the In the event that our products violate any law in force in the legal regulations of the countries to which you sell. A laugh.
What are those restricted products and categories? Well, as there are many and they depend on a lot of variables, it is best that you read the list and see for yourself. It is as complicated as, for example, you can sell human skeletons for medical and research purposes or people's hair to make wigs, but you cannot sell organs or other human fluids (goodbye niche, well maybe precisely the niche if it can be sold but there are many gaps).
Violation of sales policies
Selling policies also influence both community standards and platform performance.
By creating your account you agree, for example, to maintain a cordial relationship with customers and to keep your business and account information updated and accurate. In fact, many times when an account suspension occurs, sellers try to open another parallel account and that, dear friend, only makes things worse and causes that we are already violating sales policies.
The list of infractions is long too and involves a lot of factors. From the intention of removing the customer from Amazon to buy in your store, direct communications with the customer that are not strictly necessary or requested by him to those related to intellectual property or trademark rights. Read it, lest it be that...
Types of account suspensions at Amazon
There is really only one type of suspension: you are or you are not suspended. What is true is that there are several states within it:
Suspended: well, that you cannot sell on Amazon. That they do not let you, that you are kaput, that you have met with your creator, that you are an ex-seller, that you have stretched the leg, bent the strap, died for Amazon purposes, you have left ... at least for now because you still have the option to request a reconsideration.
Denied: you have presented your reconsideration with its corresponding action plan (now we will see in depth what this is) but they do not quite see it clearly so you can still try to solve it.
Banned: now yes: you cannot sell on Amazon. That they won't let you, that you are kaput, that you have met with your creator, that you are an ex-seller, that you have stretched the leg, bent the strap, died for Amazon purposes, you have left ... and there is no going back.
How do I find out?
The most obvious thing is that you stop selling. You don't have to be Sherlock Holmes to realize that something is wrong.
Then because Amazon notifies you directly that your benefits as a seller have been suspended. This notification also communicates the reason (typically any of the three commented) and the ASIN list within your listing that caused the suspension.
How do I get my suspended Amazon account back?
The first piece of advice sucks but I have to give it to you: don't lose it. Seriously, there are a lot of variables and things can happen that you don't fully control, ok, I know. But what is in your power, what you can control, do not let it.
Review the policies well and keep your seller metrics clean but, if you still receive a notice of policy breach (not to be confused with suspension) prioritize the solution of the problems that are being put on the table without rushing the 60 days they give you for it.
When it is too late and they have put the cigar in you, you have to put the batteries. You have to be as agile as possible in the measures to be taken and present a detailed and solid plan of action. First, because if you sneak in the first time, you sell quickly again and secondly because they do not guarantee that there is a second opportunity to clarify or complete the documentation. There are times that you go from suspended to ban.
Preparing the reconsideration document
The first thing I tell you is that this is business and that you take it that way. Crying out to heaven, swearing, asking for revenge, sending a photo of the children with a sad face or requesting a foil duel behind the cemetery wall is not an option. Don't get too emotional because it's not going to work and it can only make things worse.
In the notification you should be quite clear about the reasons for the suspension so it is best that you review them and make some self-criticism.
If you still consider that they are still not right in the least ... bad luck because you're going to have to give it to them. Amazon is a private company, with its rules and it reserves its right to choose who it wants to sell there and who does not, it has no obligation to you and it is better that you take it into account when drafting your action plan and choosing the tone to use.
It is your turn to lower your ears and acknowledge what you are accused of. Always put the accent on the client and assume your responsibility. It is important that you show a commitment and a willingness to fix the situation.
You have to present concrete actions with what an ethereal reflection is not enough, a: “I have been bad and I will not do it again”. If your problem comes from many negative reviews due to logistics, stock problems or the incorrect handling of the items, you can propose to go to FBA for example, which is sure that even if it means a lower margin, it also has its advantages (and more if you are basing your business on Amazon which I would not recommend for things like this)
They are not very specific as to what they want so it is somewhat up to our criteria to present something actionable and that represents an immediate solution to the problems that have led us to this point. Try to solve it the first time so as not to delay the solution over time.
As for the format, don't make it too complicated and try to be concrete and synthetic. Not by sending them 30,000 characters will they take you more into account, in fact I would dare to say that it is surely counterproductive.
I open another account and take for Bezos
Be careful, I want to close this post by making it clear that this is not an option. I've made it clear before that opening a new account is directly a policy violation, and don't think anyone has come up with the great idea before.
If you open a new account that matches the commercial brand, the account number or even the IP… they will lock you up so you better not waste your time.
Having your Amazon account suspended can be a serious problem and getting to fix it will take time and a noticeable drain on your energy. My main advice on all this is still the same shitty advice but the best possible one: don't mess it up and you'll avoid trouble.
The good thing is that we have clear the rules of the game, the important metrics that you must control. Take them seriously and keep them under control at all times with this you will avoid stories.