Remedies for a Suspended Amazon Account:

Your Questions Answered

interviewQ&A

SUSPENDED AMAZON ACCOUNT

Although, Amazon never shares any reasons, selling privileges are

commonly removed for:

Poor performance, in terms of customer metrics (order defect rate,

cancellation rate, late shipment rate, policy violations, on-time delivery,

contact response time). Amazon sends a notification if they find any

discrepancy and ask store owners to resolve the issue. Failing to resolve

the issue often results in the suspension

Violations of Amazon’s Selling Policies

Violations of Amazon’s rules about Restricted Products

Adding personal information in the description may lead to account

suspension.

Uploading copyrighted images (pictures that sellers have not taken

themselves) to an Amazon.com product page without permission from

the image owner

Knowingly selling forged copies of products

What are the most

critical reasons leading

to suspended seller

accounts?

Question Answer

01

Here's an Interview with Ravi Kant, V.P., eCommerce Division, SunTec India,

and an Amazon Seller Central Consultant and Expert, focused on

accurately listing and managing your products on Amazon, merchandising

your product pages – photos, descriptions, etc., Amazon Sponsored Ads

and product promotions management, competitor analysis, account

health optimization, building Amazon store inventory, FBA services, and

overall improving your conversion rates on Amazon.

Co

pyri

gh

t ©

20

16

Su

nTe

cIn

dia

.co

m.

All r

igh

ts r

ese

rve

d.

SunTecIndia.com

Dependable Outsourcing

Since 1999

Remedies for a Suspended Amazon Account: Your Questions Answered Interview Q&A

If a retailer opens more than one seller account under the same

person's/enterprise’s name without Amazon's permission

If Amazon finds out that the seller account is associated with a

previously suspended Amazon seller account, for instance:

Same business address, and/or

Same Social Security/Tax ID number, and/or

Same checking account number, and/or

Same IP Address with a previously suspended seller account

SunTecIndia.com

What should be the

next step for a seller

whose Amazon

account has been

suspended?

If you are new on Amazon, probably this is going to be the most confusing

question you might have to deal with. It is worth noting here that there is

no mercy shown by Amazon’s Seller Performance team for reasons such

as:

I will work harder from now on

I accept there was a mistake on my part (but no explanation about why

the mistake happened)

I am not sure of what went wrong, but will try harder now

Whatever reasons you have, Amazon will always need an explanation on

what had actually caused the problem. It will also require you to explain

what all actions you are taking, targeting the root cause so that the

problem does not occur again, as well as what are the steps you are taking

towards the affected customers.

In order to recover your suspended store, you must “Appeal” against the

“Suspension”. While doing this, you must ensure to follow these points:

Make your appeal on the formal letter head

Mention if you are working with a solutions integrator or an outsourcing

partner for managing your inventory feeds, etc.

Identify the issue as to what led to getting your listings suppressed,

originally

Outline all the quality processes that you have in place currently, and

the ones that you plan to incorporate in future to ensure good buyer

experience on your Amazon Store

Maintain positive and professional tone

02

Co

pyri

gh

t ©

20

16

Su

nTe

cIn

dia

.co

m.

All r

igh

ts r

ese

rve

d.

Remedies for a Suspended Amazon Account: Your Questions Answered Interview Q&A

What we suggest to all the suspended sellers who know that they are at

fault – Admit it, and provide an explanation as to what all steps or

measures you are taking to correct the situation on an immediate basis.

Amazon’s Seller Performance team will definitely need an assurance from

your end that you are indeed serious about solving the problem so that it

never occurs again.

For all those suspended sellers who don’t know the root cause of the

problem, we would suggest that you be clear that you don’t understand

the reason why you were sent performance notification. It is best to ask for

more details from seller performance team. However, Amazon’s seller

performance team in most cases does not offer enough specifics to enable

you to completely diagnose a complicated situation, and most of the time

you will end up guessing the root cause of receiving Amazon notification.

Once you gain more experience as a seller and start following Amazon

seller blogs you will get more insights on how sellers like you have been

addressing such issues.

03

What should be the

course of action for

suspended sellers who

know that they are at

fault and those that do

not know?

How should a

response be framed

for Amazon seller

performance team?

What are the major

considerations, while

framing a response?

When you are crafting a response it is always best to be as specific as you

can be. This may include saying things such as:

We have hired a personnel whose sole responsibility is to double check

all the outgoing shipments, so as to ensure that all the shipments have

ship-confirmation on them.

We failed to act on notifications sent to us earlier because we did not

have a dedicated resource specifically assigned with the task of going

through and taking steps based on these notifications. But, we have

changed the practice now. We have hired 2 staff members who are

assigned the task of reading the notifications and making immediate

rectifications, if required in order to be compliant with all the necessary

requirements.

We did not have adequate cataloging process in our warehouse

therefore we ended up shipping wrong products to our customers. Now

we have outsourced the cataloging system development to consultants

and it will be ready in 3 weeks time. Till then we are contacting all our

customers who received wrong products and offering them full refund

as compensation.

If you are in possession of any document that supports your claims for

reconsideration, scan and attach it along with your response to the

performance team.

Co

pyri

gh

t ©

20

16

Su

nTe

cIn

dia

.co

m.

All r

igh

ts r

ese

rve

d.

SunTecIndia.com

Remedies for a Suspended Amazon Account: Your Questions Answered Interview Q&A

You are allowed to appeal your suspension, but there is no guarantee that

Amazon will reinstate you.

Once you have sent an email to seller-performance@amazon.com, it will

be unlikely that you will get a response from Amazon unless they require

more information from you or want to not hear from you again.

Therefore, it is best to send response with all the explanations all at once.

Yes, it might feel like explaining situation to a wall in the beginning, without

any human interaction from Amazon, but this is how Amazon functions.

It is worth noting here that seller performance team can be wrong, so you

always need to have proper evidence supporting your claims. If there is

anything that doesn’t seem right to you, try understanding what is going

on, or might be going on, and then rule out the possible cause. This is how

Amazon functions and you need to correspond with them on similar lines.

04

How long will it take

for Amazon’s seller

performance team to

respond to seller’s

emails?

What if the seller is

suspended for selling

banned products?

If you have been doing something on Amazon that you are not allowed to

do, then you probably have a long way to go before Amazon allows you as

an active seller on Amazon. So, it is best to stay out of all forbidden stuff to

have a long, prosperous and hassle free selling experience on Amazon.

Co

pyri

gh

t ©

20

16

Su

nTe

cIn

dia

.co

m.

All r

igh

ts r

ese

rve

d.

SunTecIndia.com