What to do if your Amazon account has been suspended?

Amazon account has been suspended

What to do if your Amazon account has been suspended?

Suspension of your Amazon seller account? Nothing is lost. You will find some tips that will allow you to regain your sales privileges.

  prevent account suspension

What to do if your Amazon account has been suspended?

Suspension of your Amazon seller account? Nothing is lost. You will find some tips that will allow you to regain your sales privileges.

Amazon becomes the main e-commerce platform. The volume of sales increases significantly, as well as the number of sellers in the marketplace.

This success encourages Amazon not to give any gifts to sellers. Account suspensions are increasing exponentially and all excuses are good.

Why does Amazon put so many barriers to sellers? why are there so many account suspensions and so many complex appeals? Amazon has a virtual monopoly on online sales and cares about the sellers’ war: they know commerce = Amazon.

It is up to you, as a seller, to prove that you have the motivation to “obey” the rules of the marketplace.

First, we will give some information on the reasons for the suspension, then we will give you 11 tips to maximize your chances of success.

A) The current situation

This article describes how to avoid having your account closed or banned; it also describes the essential elements that your action plan should include.

Every day, hundreds of honest sellers have their accounts suspended or banned. The problem comes from the automation of the process by Amazon. Account reviews (and subsequent suspensions) are often performed by bots. This causes complicated situations, with human contact close to 0.

Moreover, the rules are opaque. Amazon will often not say the specific reason for the suspension let alone what to include in the action plan. Be careful not to rely on forums and other internet resources from non-expert people. The advice given will most of the time make the situation even more difficult through unnecessary actions that will slow down the process of unblocking the account. How Amazon handles account suspensions is changing every week. Without knowledge of what to do and what not to do, it is impossible to unlock an account optimally.

B) What is the difference between the types of suspension?

Suspended: you can no longer sell and the funds are blocked. Provide an action plan. There is a possibility of appeal if the action plan is rejected for the first time. Be careful not to send too many action plans. You can make as many action plans as necessary, but they must be relevant, useful, bring something. The risk of sending unsuitable action plans is to no longer receive a response from seller performance…or extended deadlines.

Banned: all action plans are rejected. In the worst situation

you will no longer be able to log in to your account, nor recover blocked funds.

If your account is permanently suspended, you will no longer be able to create a new account.

All information provided (name, bank account, etc.) and connection information (IP address) can no longer be used at the risk of seeing the new account immediately suspended. This is the most complex situation, but which fortunately only appears in rare cases. For example if you mass sell branded items, with many customer complaints for counterfeiting.

The situation is often very frustrating, regardless of the type of suspension; because human contact is minimal (amazon uses automated responses) and Amazon does not communicate by phone.

Every lost minute is a waste of money, and Amazon can take several weeks/months to agree to an action plan.

It is often preferable, if your turnover on Amazon is significant, to call on a specialized company like ours. We see a lot of cases that could have been solved easily, but due to a large number of action plans sent, situations can become complex to resolve.

C) 4 Reasons for Suspension of Sales Privileges

1. Amazon feels like your performance is taking a dive. The indicators (negative evaluation rate, etc.) turn red. This is a “default rate” problem. You may also have listed “prohibited” items (as defined) from Amazon for sale. It is a “preventive” type suspension and seller performance asks you for an action plan within 24 or 72 hours.

2. You violated Amazon’s rules. Keep in mind that Amazon considers the right to sell on the marketplace

as a “privilege”. You must obey their rules. Amazon is very creative at this level and implements new “rules” on a regular basis. The problem is that often these regulations are not explicit and you become aware of them when the account is suspended. These are, for example, problems related to substances, prohibited products or evaluation manipulation.

3. You sold “counterfeits”. This is another type of “rule violation” but handled by a specialized department. This type of suspension is particularly complex to resolve. Amazon is adamant about suspensions related to the sale of inauthentic products. They have a very broad meaning of “not authentic”. For example, if you place your offer on the product page of a generic product (= available from hundreds of wholesalers on Alibaba) with an “X” mark, Amazon can suspend your account if the creator of the product page complains to ‘Amazon indicating that you are selling a counterfeit of its ‘X’ brand. If you sell mainstream brands, like Apple or Nike, make sure you have solid suppliers who can provide you with certificates of authenticity and other items.

4. Your account has been linked to another account. Amazon only allows one seller account per person/company; except for exceptions (you must request the creation of a second account BEFORE the creation). Links can be made in 1000 ways, such as IP address, CB and others.

5. Amazon thinks your account has been hacked. There are proven cases of hacking, and it’s quite common. The hacker accesses your seller account and sells “iphone” type items at a knockdown price. Obviously a lot of sales, and then he tries to change the bank account to transfer the funds. Amazon quickly detects this type of situation, and then it’s up to you to demonstrate that you have taken the necessary measures so that the problem no longer occurs. There are also situations where Amazon bots make mistakes. For example: you log in with a new computer, in a new place, and change your bank account. Amazon may think this is a hacking attempt and suspend your account.

D) 11 tips to regain your “sales privileges”

1. Don’t rush: The mistake many sellers make is to respond within minutes of receiving the suspension notice, with a few sentences. Please understand that each email sent is “an attempt”. Even if your answer is only one line, it will be considered a call to Amazon. After 3 or 4 calls / action plan, the response times get longer, especially if each call does not provide a relevant response.

2. “Admit” to having made a mistake: we know the abuses of Amazon. 1 out of 160 orders arrived late and Amazon suspended your account… is this normal? Yes for Amazon. When you become a seller you implicitly agree to respect the rules. You must therefore comply with the sales policies. Even if the suspension is abusive (or even the result of evaluation manipulation by a competitor), it is better to keep a “low profile”.

3. Make a solid call: we see on Amazon seller forums advice like: “make 3 lines to explain the situation”. Amazon seller support people even give this kind of advice. It’s wrong. It is necessary to make a complete “file” to hope to have the suspension lifted. The information should be detailed, but relevant.

4. Each type of suspension must be treated separately: unfortunately there is no general rule for carrying out an action plan or conducting an appeal. The process is complex and specific to each situation. The information to be transmitted will be totally different, if the “sales privileges” have been lifted because of a high defect rate or a problem related to authenticity.

5. Don’t send seller performance emails every day: the breaking point is at 3/4 sending action plans or messages. From there, your case no longer becomes a priority, and the delays are longer. We are talking about irrelevant message here. If with each call you send relevant elements, then the sendings can be more numerous without penalties. Unfortunately we often see sellers repeating the same things, getting angry, or giving “off topic” information.

6. Adopt a simple action plan format: your action plan should fit under 1 to 2 pages maximum. Form is very important: make sentences short, bullet point type, skip lines, make text airy. Don’t forget that the review will be done in a few minutes (if human) and in a few seconds (if robot).

7. Don’t be pushy but factual: Needless to say you’re right and Amazon has

10. Analyze the notifications received carefully before responding: do not be “off topic”. The notifications received provide the essential information that must be answered. The action plan must be well adapted to each situation, above all do not send a “template” type action plan that you may have found on the internet or elsewhere.‍

11. Hire a professional: our company specializes in restoring sales privileges. We must see ourselves as a “lawyer” in the sense that we know the “laws” of Amazon perfectly. If you have a large sum of money blocked, and your turnover on Amazon is significant, then do not hesitate. Of course our service has a cost, but the return on investment can be significant.

12. Do not rush into the mediation procedure set up in July 2020: In July 2020 Amazon set up a mediation procedure (paid).

Until now, this mediation was free, organized by a mediator directly attached to the Minister of the Economy.

We sometimes called on the mediator for the most difficult account reactivations, those related to a particular issue of authenticity.

Due to numerous requests, the mediator can no longer manage all the requests, and under pressure from the various European regulatory bodies, Amazon has therefore “organized” the mediation.

How is the mediation procedure going during a suspension of a seller’s account since July 2020?

Above all, it must be understood that this is not a “magic recipe”. Indeed, the mediator just has an advisory opinion, he will issue an opinion, and Amazon will take this opinion into account…or not. There is no obligation on the part of Amazon to follow the opinion of the mediator!

Here is what the mediation site says (translated from English to French):

“The case is assigned to a mediator. The Mediator will then issue a non-binding decision to both parties. Please note that the recommendation(s) made by the Ombudsman in his decision will not be binding. The implementation of any recommendation(s) made by the Ombudsman will be at Amazon’s sole discretion. »

The mediator will not give you advice, and will not write your action plan. 

Without a solid case BEFORE the mediation, it is useless to enter the mediation procedure. This would not only be unnecessary, but also particularly negative in the account reactivation procedure. Indeed, mediation can only be done once!

It is therefore important that it is done in good conditions, with a solid file.

In addition, it should be noted that the mediation procedure is not automatically accessible. Amazon will only give you access to the procedure when it deems that you have made a sufficiently complete call upstream.

Practically, during our calls to reactivate suspended seller accounts, we very rarely use the mediation procedure. The only type of suspension that may require this type of mediation is authenticity-related suspensions.

Here are the different steps to use the mediation procedure set up by Amazon:

-Your seller account is suspended and you have taken various steps to reactivate the account

-Amazon deems that you have taken sufficient steps, and sends you a code that you must transmit when registering on the mediation site

– you complete the mediation file (in English), pay the requested amount, and the mediator receives the information related to the suspension of your account

-The mediator issues an opinion, which he sends to Amazon

-Amazon decides whether or not to follow the opinion of the mediator

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