You just got an email saying “Amazon account suspended”. In this video I will go over why amazon accounts get suspended. How to get you Amazon account suspension lifted and how to avoid getting your Amazon account suspended in the first place. So make sure to watch all the way through so this doesn’t happen to you.
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Amazon Account Suspended - What's Next? - Audio file |
Amazon Account Suspended - What's Next? - Video transcript |
Hey guys and welcome back to my channel. In this video I would like to go over what to do if your Amazon account gets suspended, so be sure to watch all the way through so you don't miss any of the important details as we do have a lot to cover.
Now, before I hop into this video, if you are new to this channel you're going to want to subscribe as I talk about the best ways to make a full time income with Amazon FBA and always get straight to the point, with that said let's get right into this video.
Now, with 2 billion monthly site visitors, Amazon strictly regulates sellers to preserve the high quality of its marketplace. And most sellers have no problem following these policies since they’re eager to access Amazon’s 2 billion site visitors shopping for products each month.
Having said that, Amazon’s rules are quite strict. Even the best of sellers have had their accounts suspended. Luckily, suspension is not the end of the world. Sellers can have their privileges restored by submitting an appeal.
For a successful appeal, you will have to show Amazon that you clearly understand why you were suspended, and that you have a plan for resolving the issue and improving their selling practices.
For many sellers, an Amazon suspension is a major risk to their income and reputation and the whole experience can be very stressful. If you’ve just got a suspension, take a deep breath and let me guide you through the process of getting your seller account reinstated.
Every day hundreds of honest third-party sellers get suspended, denied or banned by Amazon. So what’s the difference? Suspension means you still have a chance to appeal. You’ll need to work on a plan of action. Denied means your appeal was rejected but you still have a chance to submit a revised plan of action.
Banned is the worst scenario of the three. Basically, you’re out. Your appeal has failed more than once, and Amazon will no longer read your emails. You might think, well, I’ll just open another account. But not so fast, you’ll also be informed that it’s against Amazon’s terms and conditions for you to open another seller account.
Sellers who’ve been suspended often get frustrated with the fact they can’t pick up the phone and speak to someone to resolve the issue. Every minute a seller is suspended, they’re losing money! In some instances, it can take weeks or months for sellers to get reinstated.
Now, Amazon selling privileges are removed for three reasons. Amazon feels your performance is taking a dive. They want to operate a competitive marketplace that values good customer service.
As a seller on Amazon you can be suspended for failing to meet Amazon’s performance targets, which are measured with 3 metrics.
First, we have the order defect rate. This metric indicates the percentage of a seller’s orders that have received negative feedback, an A-to-Z Guarantee claim, or a service credit card chargeback. Amazon recommends that sellers maintain an order defect rate that’s less than 1% to avoid suspension.
Second, we have the pre-fulfillment cancellation rate: This metric indicates the number of order cancellations initiated by the seller before the shipment is confirmed divided by the total number of orders in that time period of interest. High pre-fulfillment cancellation rates are often a result of poor inventory management.
Amazon recommends that sellers maintain a pre-fulfillment cancellation rate that’s less than 2.5% to avoid suspension.
And third is late shipment rate. This metric indicates the number of orders that are confirmed for shipment after the ship date divided by the total number of orders in that time period of interest. A high number of late shipment rates often lead to customer dissatisfaction since shipments that aren’t confirmed by their ship date can’t be tracked.
Amazon recommends that sellers maintain a late shipment rate that’s less than 4%.
Second reason your selling privileges are removed is if you’ve violated Amazon’s policies. Remember it’s Amazon’s house and you have to abide by their rules. Amazon believes in maintaining a safe and enjoyable experience for buyers with clear rules, so the company will suspend sellers if you violate any of their five community rules which are:
Honor your commitment to buy or sell. Maintain current account information. Do not open a new selling account if your selling privileges have been removed. Leave thoughtful feedback about your transaction partners. And do not misrepresent yourself.
Amazon keeps these guidelines broad to encompass a lot of situations sellers could encounter. Some of these rules are pretty obvious though, such as not faking your identity or selling counterfeit goods, and should be easy for most sellers to follow.
The third reason you can get suspended is if you are selling a restricted product. Rather than one set of product rules, Amazon has specific product restrictions for each of their product categories.
Supplying restricted products is grounds for account suspension, so as a seller you must check the restricted product pages to make sure that your supply is appropriate and whether your product categories require additional action, like getting pre-approval from Amazon.
Now, you can find out exactly why your account has been suspended by checking your Performance Notifications within Seller Central. A suspended seller will also receive a notification titled “Your Amazon.com selling privileges have been removed” with a list of ASINs that Amazon believe have violated their policies.
Performance-related suspension notifications will start off like this: “We have removed your Amazon selling privileges because of buyer complaints about the condition or description of items they received from you.” Sellers are then expected to create a Plan of Action based on the information contained in the notification.
So, how do you prevent your selling privileges being removed. First, ask Amazon to put an annotation on your account to state that the ASIN wasn’t counterfeit. You should check your Amazon reports on a regular basis.
Keep a close eye on your Returns, Imperfect Order and Negative Feedback reports to see what your customers are saying about you. Also, keep an eye on A to Z claims and your messaging.
Pay attention to shipping, ensuring you ship on-time and your goods are properly packaged. Lost or late deliveries can hurt your account and Buy Box percentage.
Amazon increasingly values customers. Check your shipping, returns and refund policies to help maintain excellent customer satisfaction levels.
Second, download the Amazon Seller App to help you respond to messages quicker. Pay attention to listings. Ensure you label new products as “new” and used products as “used”. Examine your items carefully to confirm you choose the correct condition category. If you’re selling used items, check closely to ensure there are no missing parts.
Third, read your listings to check for any potential flags. Don’t sell generic products as private label. If you’re selling private label, tell your customers and Amazon what makes your product different to similar products on the marketplace. Talking about product descriptions. Make sure yours are both accurate and honest.
Fourth, FBA sellers should close and archive old listings. Merchant Fulfilled sellers should delete them. Switch to FBA or at least consider switching any problematic ASINs to FBA. This will also help you deal with ecommerce fraud.
Returns and refunds are part of the selling game. The buyer has the power on Amazon, so for an easy life, sometimes it’s better to just accept the return or issue the refund even if it means you’re out of pocket.
Look at the bigger picture and don’t let a few customers damage your seller feedback rating. And if you do issue a refund, why not ask for positive feedback in return.
Be wary when buying cheap goods from liquidators, eBay or AliExpress to sell on Amazon. In some cases, this could lead to an increased number of counterfeit claims, and Amazon doesn’t take kindly to sellers who receive too many of these.
Fifth, don’t sell counterfeit goods. Simply put, don’t sell goods that are counterfeit. It’s not worth the risk even if you make a quick buck at the start.
Now, if Amazon still suspends your account despite your best efforts, conduct a thorough investigation across all of your account, paying close attention to any ASINs with previous policy warnings.
You need to read over the suspension notice carefully to identify which rules you violated referring to Amazon’s policies and agreements page and checking your Seller Central performance metrics. If you require more information on your suspension and still have access to Support, consider opening a ticket to clarify.
In your appeal, identify the reasons for your suspension. Take responsibility and acknowledge the harm done to the customer. Tell Amazon you are committed to providing awesome customer service and you realize it is a privilege to sell on their site, and don’t criticize Amazon’s product quality process.
Now, to increase your chances of a successful appeal, your Plan of Action should be thorough and based on your internal account findings. This is a really important part of your appeal. Remember, if the investigators ask for more information, your appeal will be delayed, and time is money.
Your Plan of Action should identify the reasons that buyers complained about the quality of your products and contain solutions as to why it won’t happen again.
For example, if you’re a seller who has been suspended for shipping reasons, you may wish to include that you’re moving to FBA to solve the issue.
Once you’re ready to submit your appeal, visit the Performance Notification section within Seller Central, find your suspension notice and click the “Appeal” button then submit your Plan of Action.
Now, let me give you a few tips to create an effective plan of action. Your Plan of Action requires some time and thought so don’t send an immediate response by clicking the “Appeal” button. Instead, layout an actual case that motivates Amazon to reinstate your account. Think things through before replying.
So tip number 1 is to stay professional and don’t offer commentary about Amazon processes, the slowness of their teams, or telling them how disappointed and heartbroken you are to have lost the account.
The second tip is to keep it simple and give them facts. Focus on policy matters not performance metrics. Also to use bullets or numbers instead of paragraphs to communicate your understanding of what went wrong along with the steps you’ve taken to correct it.
Another tip is to include a short introductory paragraph that quickly shows the reader your overall grasp of what happened and how you already resolved it. Don’t include extraneous information or commentary regarding the account review process or Amazon. Focus on specific information related to your fixes.
Tip number 6 is to don’t blame buyers if you’ve received policy warnings. Assume that there must be a legitimate reason behind the complaints and work your way backwards. The last tip is to ensure that the Plan of Action has all elements that led to the suspension addressed specifically.
Also, don’t send multiple letters after submitting the first appeal. After you submit your first appeal, you should wait up to a week before submitting any additional letters. The days of “12 to 24 hour” response times are long gone due to the volume of appeals that Seller Performance receives on a daily basis.
Also, it’s common for Seller Performance to not send confirmation that the appeal was received. This can make you nervous and worry that they haven’t received your appeal or maybe are ignoring it.
I know it’s tough, but refrain from sending multiple appeals with different information in order to try to get a reply from Seller Performance. If you know you followed instructions, trust that Seller Performance has received the appeal and will reply once they’ve reviewed it.
Now, if you’re suspended and you submit an effective Plan of Action and you get reinstated, learn from the experience and take measures to ensure it doesn’t happen again.
Maintaining Amazon’s high standards and playing by the rules will let you continue selling on the marketplace and create positive customer experiences that benefit everyone.
Thanks for watching and please make sure to watch the next videos with more Amazon FBA tips that will show up right about now.
