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What to Do When Your Amazon Seller Account is Suspended
The post was originally published at X-Cart.com on December 24, 2019.
When your Amazon seller account is suspended, you have every right to worry — after all, when you can’t sell, you can’t make money. But the good news is, you have options, like suspension appeals. To help you figure out how amazon is reviewing your seller account get back your Amazon suspended account, we put together the following guide with everything you need to know about Amazon suspension.
With answers to common questions like, “Why did Amazon suspend my account?” and “How can I win an Amazon suspension appeal?”, this guide will help you understand your Amazon suspension, how to craft a successful appeal, and what to do to prevent Amazon from closing your account in the future.
You can also address all these questions with the experts at Seller Labs. We help business owners sell effectively on Amazon while keeping you compliant with Amazon’s ever-changing rules.
Part I Why Is My Amazon Seller Account Suspended?
If your selling privileges have been removed, it is generally because of one of the following reasons:
Poor Seller Performance
Poor account health, negative customer feedback, and decreasing seller metrics are all red flags to Amazon.
When your seller performance drops, Amazon gets worried that you aren’t providing the best possible customer service and will want to conduct a review of your united bank phone number to see what’s going on.
Amazon Policy Violation
Amazon has strict seller guidelines to prevent fraud and ultimately keep their customers happy. If you violate their policies or terms of service, expect a suspension.
Restricted Product Listings
If you’re selling restricted, counterfeit or inauthentic products on Amazon, they’ll find out and suspend your account.
Check your performance notifications in Seller Central to get more information about your specific suspension.
Part II How Do I Get My Amazon Account Back?
Payability works exclusively with Sellercare LLC (www.sellercare.com) for suspension related matters. Their COO, Evelin Goldin works with sellers on a daily basis to assist with Amazon account notations, suspensions, and business practice optimization.
We spoke with Evelin Goldin regarding 10 things to do (and avoid) to get your Amazon suspended account reinstated as quickly as possible, and the following section is a paraphrase of her advice and recommendations:
1. DO Stay Calm
First and foremost, remain calm.
Assuming you’re an above-board seller and the suspension really is unwarranted, you should remain confident that you can put together a strong appeal — one that will get your account reinstated quickly.
Even if you are at fault, don’t worry. Going into the appeals process with a confident, level head will ensure that you DON’T say anything in the appeal that will anger Amazon further.
2. DON’T Rush to Submit Your First Appeal
You need to be thoughtful about your appeal. Getting an account reinstated is a process that can take days, weeks or even months — and Seller Performance investigators unfortunately only spend a few minutes reviewing each appeal.
You want to take your time preparing a strong case, so when you do submit an appeal, your chances of approval are higher. Not only that, you want to include as much pertinent information as possible, so they don’t come back asking you for further clarification — that will only add time to the process. So take your time before you hit that appeal button.
Pro Tip:
Hiring a professional to file an appeal for you might be the right step for you. Just keep in mind that there are many scammers out there claiming to help reinstate suspended accounts. To avoid those, do your due diligence and choose someone who’s highly recommended by other Amazon sellers.
3. DO Be Professional
When you submit your appeal and Plan of Action (more on that below), be professional. This means taking ownership of the suspension, laying out your solution(s) to the specific reasons laid out in your suspension notice, and reiterating your commitment to customer service as an Amazon seller.
Make sure emotion is NOT involved — i.e., no mention of or commentary about Amazon’s processes or policies. Also, avoid blaming your customers for misunderstanding, etc. Amazon is 100% focused on customer service, so if you demonstrate in any way that you don’t have your customers’ best interests in mind, they won’t be happy.
In our experience, Seller Labs’ Communication Center is the best tool to help you create and automate messages. With a number of messaging templates, pre-created in accordance with Amazon’s messaging guidelines and automated sending schedules, the Seller Labs tools can make improving your customer experience easy.
4. DON’T Open A New Account
Your focus should be on crafting the best appeal possible — not on opening a new account. In fact, opening a new account is not going to fool Amazon. If anything, it’s going to further delay your reinstatement because they WILL figure out what you’re doing.
5. DO Identify Specific Improvements
When you get your suspension notice, read it carefully to see why you were suspended in the first place. From there, you’ll be able to identify where you need to make improvements in your business so you can get reinstated faster — and prevent suspension in the future (more on that below).
6. DON’T Send Multiple Letters After Submitting First Appeal
Don’t be surprised if, after submitting your appeal, you don’t hear from Seller Performance right away. This doesn’t mean they haven’t received it — they are just inundated with appeals on a daily basis and don’t always send confirmation that they got yours. If you haven’t heard from them after a week or two, you could check-in, but anything more than that will just further delay things. Let them review your appeal and get back to you when they’re finished
7. DO Create A Plan of Action
Once you’ve reviewed your suspension notice and identified areas of improvement, you can start to craft your Amazon suspension appeal — or Plan of Action (PoA). PoA’s usually follow the same template.
When crafting your own PoA, make sure it includes these five things:
a.) Intro
A brief introductory paragraph in which you take ownership of your suspension and reiterate your commitment to Amazon’s policies. Bonus points if you also talk about your dedication to customer service.
b.) Suspension Elements & Solutions
Specifically, address everything that led to your suspension — including whatever solutions you’ve put in place (or will put in place) to improve your Amazon business and ensure suspension doesn’t happen again. Include proof of such solutions as well. For example, if you were suspended for stocking out, but you already placed a rush inventory order, attach a receipt of that order.
c.) Facts
Keep it simple and address only the elements of the suspension and why you should be reinstated. DON’T use it as an opportunity to vent about Amazon, Seller Performance, or your customers.
d.) Requested Paperwork
If Amazon asks for something specific as part of your suspension review, give it to them in its true/original form. Sometimes getting your account reinstated is as simple as proving that your manufacturer is legitimate.
e.) Bullets & Brevity
Be thorough but concise, and use bullet points to get your points across. Seller Performance agents review hundreds of appeals every day, so make it easy for them to read and understand yours. It’ll ultimately help you get reinstated more quickly.
PoA Template:
Dear Amazon Seller Performance Team,
Thank you for providing me the opportunity to appeal my selling suspension from Amazon. Please find my Plan of Action below for resolving [state the issue identified in your suspension notice].
A) The issues in my …
[list selling and/or inventory management practices]
B.) What actions I have taken to resolve the issue …
[List action steps]
Thank you for taking the time to review my appeal. I look forward to hearing your response.
Sincerely,
[Seller name]
Source: Sellbrite
8. DON’T Modify or Fabricate Invoices
If your account was suspended for “inauthentic” inventory (or inventory obtained from unauthorized sources), Amazon may ask for copies of your invoices or other documentation that illustrates your supply chain — even if you drop ship.
Whatever you do, do NOT modify or fabricate any paperwork they request. Seller Performance agents look at thousands of invoices and can easily spot one that is fake or has been manipulated. And when they do, they slap another violation on top of your suspension called “forged and manipulated,” which only prolongs the reinstatement process.
9. DO Make Changes to Prevent Future Suspensions
Part of getting through an account suspension is owning up to the fact that your business needs improvement. After you’ve identified why your Amazon account was suspended, you’ll have a better idea of where those areas of improvement actually are.
Whether or not you agree with your suspension, take steps to fix whatever is needed so that you can continue selling — and growing — on Amazon. Not only will you increase your chances of a swift resolution, but you’ll also safeguard your business from future suspensions (more on preventing Amazon account suspensions below).
10. DON’T Be Rude to Seller Performance or Threaten Amazon with Legal Action
As previously mentioned, you should be professional in your dealings with Amazon and Seller Performance post-suspension. Take your emotions out of it, put your ego aside, and submit a Plan of Action speaking to every specific element of your suspension.
Don’t be rude about it, and here’s a little bit of advice from us: Don’t bring an attorney into the picture. Seller Performance wants to work with YOU, and they want to know that you are committed to improving your account — but if a lawyer gets involved, they likely will not respond at all.
What to Do (And NOT to Do) with Amazon Account Suspension
If the worst happens, stay calm, and follow this list of 10 DO and DO NOTs:
| DO | DO NOT |
|---|---|
Create A Plan of Action | Modify or Fabricate Invoices |
Make Changes to Prevent Future Suspensions | Be Rude to Seller Performance or Threaten Amazon with Legal Action |
Identify Specific Improvements | Send Multiple Letters After Submitting First Appeal |
Be Professional | Open A New Account |
Stay Calm | Rush to Submit Your First Appeal |
Interested in getting more information about how to mitigate risks and deal with suspensions? This definitive guide: How To Get Reviews on Amazon and Improve Your Amazon Seller Feedback can help you get started.
How to Get More Amazon Seller Feedback and Reviews
Knowing how to get reviews and feedback on Amazon can my t mobile online risky. Learn how to do so effectively and compliantly with this guide.
Oct 12, 2021Ashley KochansPart III How to Prevent An Amazon Account Suspension
When your Amazon account is in good standing, you’re less likely to get suspended. What’s more, you increase your chances of winning the Buy Box in the future. A win-win for your business and its growth.
So how do you actually get or keep your business performing its best? Here are five ways to prevent an Amazon account suspension (and win the Buy Box in the process):
1. Learn from an existing suspension notice — as well as customer feedback
Take note of any prior suspensions chase or wells fargo business account already had. What caused concern for Amazon? Have you fixed it yet? If not, do so now.
Additionally, pay close attention to the customer feedback you’re getting. Are there common complaints or questions from customers and potential buyers?
Whether it’s an inaccurate description, question about a specific feature, or something else, take steps to address it. Doing so should improve your customer experience and prevent negative reviews in the future.
If you’re not getting a meaningful amount of feedback, ask for it. Staying on top of what your customers want, think, or need and understanding how you can better serve them will amazon is reviewing your seller account your business tremendously.
2. Sell the Right Products
A common reason for suspension comes back to what you’re selling. Make sure you’re only listing products and brands that are approved by Amazon. Avoid restricted products and gated categories.
If you’re looking for more product inspiration, check out these top-selling items on Amazon.
3. Optimize listing, inventory & fulfillment management
What your listings say, how much product you have in stock, and when a buyer gets their orders all factor into your overall account health. After all, if a listing has an inaccurate description, a buyer is more likely to make a return or leave a negative review. If you experience an Amazon stockout, you risk losing sales, the Buy Box, amazon is reviewing your seller account so much more. And if there’s a shipping delay or product damage due to poor packaging, your customer is not going to be happy.
Preventing all of this will strengthen your business against an account suspension. Get started with Amazon Feeds by X-Cart, which helps sellers create listings and better manage inventory and fulfillment.
4. Brush up on Amazon’s policies
Even if you’re not new to selling on Amazon, there’s no harm in staying updated with Amazon’s seller policies. They’re known to change randomly and without warning, and the last thing you want is an unexpected suspension for a violation you weren’t aware of.
5. Bolster cash flow
When you have cash flow, you can be more nimble in business. So when things like a suspension happen, you’re better prepared to make necessary business improvements.
For example, if you’re suspended for shipping issues, you can sign up for FBA. If you’re suspended for stocking out, you can place a rush inventory order. If you’re suspended for inauthentic products, you can more quickly invest in a new product line. And so on.
Pro Tip:
Payability is a great option for sellers who need better cash flow. A financing company designed specifically for marketplace sellers, Payability offers a cash flow solution for just about every need sellers like you face — whether it’s next-day marketplace payments, a large lump sum of cash, or weekend/holiday access to your payouts.
Since 2016, Payability has helped thousands of marketplace sellers improve cash flow, overcome hurdles like suspensions and stockouts, and grow their businesses 2.5x faster than their competitors. Learn more here.
Part IV Next Steps
At the end of the day, Amazon suspensions happen often. As a suspended seller, your focus should be on crafting the strongest appeal — one that includes everything Seller Performance agents need to confidently reinstate your selling privileges. From there, run regular audits of your business and cash flow to ensure you’re primed for growth — not suspensions. For more information about Amazon suspension, listen to the full podcast.
Amazon has strict policies in place to protect both customers and sellers. All sellers and buyers are required to adhere to those policies to ensure a safe buying and selling experience on the marketplace.
If there’s one thing Amazon is known for is its zero-tolerance towards policy violations. Many sellers on Amazon have had their selling accounts deactivated due to various reasons, including selling prohibited items, opening duplicate accounts, selling counterfeit items, and many more.
Getting your Amazon seller account deactivated can be stressful, especially when you’ve invested a lot in growing your Amazon business. If your Amazon has been suspended, getting it back can be an uphill task if you don’t know how to reinstate your Amazon suspended account.
In this blog post, we’ll cover a wide range of topics regarding Amazon seller account deactivation.
Specifically, we will look at the following:
- What Is A Deactivated Amazon Seller Account
- Top Reasons Why Amazon Seller Accounts Are Suspended
- What To Do If Your Amazon Seller Account Is Deactivated
- How To Avoid Amazon Seller Account Amazon is reviewing your seller account Sunken Stone Help If Your Amazon Seller Account Is Deactivated
>> TAKE THE SUCCESS QUIZ NOW: This 2-Minute Quiz Accurately Predicts Whether Your Brand Has What It Takes To Succeed On Amazon Today
What Is A Deactivated Amazon Seller Account?
An Amazon seller account is deactivated when selling privileges are withdrawn due to a violation of Amazon’s policies. Account deactivation can also be initiated by a seller when they want to close shop.
Top Reasons Why Amazon Seller Accounts Are Suspended
Receiving a notification indicating that your Amazon seller account has been deactivated can be dreadful for any seller on Amazon. Knowing the reasons accounts are deactivated can help you stay clear of things that would lead to account deactivation.
Here are the common causes for Amazon account suspensions
Selling Prohibited Items
Amazon prohibits the sale of illegal, unsafe, and other restricted products on the marketplace. Examples of prohibited items that you cannot sell on Amazon include alcohol, cars, motorbikes, animals & animal products, currency, coins, cash equivalents, and many more.
Selling any of the items that are prohibited on Amazon can result in seller account deactivation.
You can view the comprehensive list of prohibited items on Amazon through thislink.
Also, there are products that cannot be fulfilled through Amazon FBA. A violation of this policy can get your selling account suspended.
Check out a comprehensive list of FBA prohibited products. Learn more about Amazon restricted walmart money card balance espanol 2021.
Selling Counterfeit Products
Amazon requires that products offered for sale on the marketplace be authentic. Selling counterfeit products is strictly prohibited, and Amazon has a zero-tolerance policy when it comes to counterfeit products.
If Amazon finds out that you are selling counterfeit products, they will withdraw your selling privileges, withhold your funds, and dispose of your inventory in their warehouses.
Amazon has consistently improved its processes of spotting fake products, so you won’t go far with selling counterfeit products on the marketplace.
Having Duplicate Accounts
Operating multiple Amazon seller accounts without prior approval is prohibited, and this is one of Amazon’s strictly enforced policies. Amazon considers having duplicate accounts to be an easy way for some sellers to disregard Amazon’s policies.
If you have legitimate reasons to operate multiple seller accounts, you can apply for an exception to this policy.
Poor Customer Service Score
To ensure a positive customer experience, Amazon has a performance target score in place. Sellers are required to keep their late shipment rate below 4% and pre-fulfillment cancel rate below 2.5%.
Also, Amazon liberty savings bank hours your order defect rate to be below 1%. Not fulfilling any of these metrics can result in account suspension.
Using Unscrupulous Methods To Get Feedbacks And Reviews
Some sellers on Amazon buy positive reviews in exchange for products. This is a gross violation according to Amazon’s policies. Amazon won’t hesitate to deactivate your account once they realize that you’re gaming the system.
Opening A New Account After Being Suspended
Many sellers whose accounts have been suspended make the mistake of opening new accounts immediately after suspension. Amazon considers this to be a way of gaming the system. Once they discover that you’ve opened a second account after suspension, they will suspend the second account too.
Opening a new account following a suspension of your Amazon seller account jeopardizes your chances of getting the original account reinstated.
Selling Used Items As New
Selling used items disguised as new is an outright violation of Amazon’s policies.
Negative Feedback
Too much negative feedback can get your Amazon seller account deactivated. Amazon is more concerned about providing the best customer experience, so they ensure sellers are providing quality products and exceptional customer service.
Although a few negative reviews won’t get your account deactivated, receiving lots of negative reviews can lead to the withdrawal of your selling privileges.
Amazon Seller Account Hackers
Sometimes hackers can gain unauthorized access to a seller’s account and change bank information, and transfer funds to bank accounts belonging to the hacker. If Amazon detects suspicious activity in your Amazon seller account, they will suspend your account.
When your Amazon account is suspended due to a hacking issue, you’ll be able to gain access after they have verified your details.
Copyright Infringement
Another reason your account may be deactivated by Amazon is copyright infringement. This involves using another seller’s intellectual property without their approval.
If you use another seller’s images or text to create a product listing and the seller register a complaint with Amazon, you’ll be notified about the complaint.
If you ignore Amazon’s notifications and fail to address the intellectual property complaints, your account will be suspended.
What To Do If Your Amazon Seller Account Is Deactivated
If your Amazon seller account has been deactivated, the first thing to do is finding out why your account was suspended.
It’s never a good idea to rush into writing an appeal letter before doing a thorough investigation.
Amazon sends you a letter detailing reasons for amazon seller account deactivation, but it’s important to do your own investigations to see if they are right.
The second step is to write down an appeal letter stating clearly how you plan to resolve the issue.
Your appeal letter should have the following sections:
- Introduction: This section provides details about yourself, what you sell, business seller name, and why comenity bank wayfair account got suspended.
- Description: This part provides further details about your suspension and the root cause of the issue.
- Action Plan: In this section, you’ll describe the actions you’ve taken to resolve the issue as well as the long-term changes you’ve initiated to ensure the problem doesn’t happen again.
- Conclusion: Lastly, reiterate your commitment to abiding by Amazon’s policies and request them to reinstate your account.
Your appeal letter needs to be as compelling as possible to increase the chances of your account being reinstated. That’s why it’s a good idea to enlist the help of an Amazon brand management service like Sunken Stone to help you with writing an appeal letter.
How To Avoid Amazon Seller Account Suspension
You’ve worked so hard to build your Amazon seller account, so you don’t want to get back to zero due to account suspension.
Here are some tips to help you avoid Amazon account suspension:
Provide Best Customer Service
Strive ranch style homes for sale in north carolina keep order defect rate below 1%, late shipment rate below 4%, and pre-fulfillment cancel rate below 2.5%.
This will not only help you avoid account suspension but will also increase your ratings.
Sell Genuine Products
Do not copy or imitate other seller’s products. List your own unique products, and you won’t have to worry about your Amazon seller account being suspended.
Know The Things You Need To Stay Clear Of
When you’re not informed about Amazon’s policies, you are more likely to run into problems with Amazon. It’s a good idea to read their terms and conditions before you start selling on the marketplace to avoid account suspension.
Respond To Quality-Related Notifications
In some instances, Amazon will send you several notifications indicating the kind of action you should take. Some sellers ignore those notifications, and their accounts end up getting deactivated for not taking action.
Be sure to take action when Amazon sends you notifications regarding too many returns, buyer complaints, intellectual property complaints, and listing details.
How To Deactivate Your Amazon Seller Account
If you decide that you don’t want to stay in business on Amazon, you can deactivate your account.
Deactivating your Amazon seller account is easy and straightforward. Follow these steps:
Step 1: Go To The Settings Tab In The Upper Right Corner
Step 2: Click On Account Info
And,
Step 3: Go To Close Account And Request To Have Your Account Closed.
Amazon will review your request within 12-48 hours and send you a confirmation email once your account has been deactivated.
If Amazon cannot close your account for some reason, they will send you an email detailing why the account can’t be closed and the steps you’ll need to take.
How Sunken Stone Can Help
If your Amazon seller account has been deactivated, don’t panic. You have a chance to submit an appeal to have your account reinstated. At Sunken Stone, we can help you write a successful appeal and get you reinstated as quickly as possible.
Getting your selling privileges reinstated following account deactivation can be a difficult process if you don’t know the steps to follow. Let our team help you throughout the process, giving you the peace of mind that you deserve.
We’ve helped many of our clients get their suspended Amazon accounts reinstated. Aside from helping our clients write winning appeals, we also guide e-commerce brand owners on scaling their businesses.
You can check out some testimonials from our previous clients to get an idea of our expertise.
If you’re looking for expert tips to help you take your Amazon business or e-commerce brand to the next level, access our ultimate Amazon playbook today. You can connect with us through our contact form or call us at (619) 404-3131.
Alternatively, you can get in touch with us through our social media channels i.e. Facebook, Instagram, LinkedIn, and Twitter.
Frequently Asked Questions
Why Is My Amazon Seller Account Deactivated?
There are many reasons why your Amazon seller account can be walmart customer service jobs. Some of them include selling counterfeit products, having duplicate accounts, copyright infringement, and many more.
How Do I Reactivate My Amazon Account?
To reactivate your Amazon account, you’ll need to write an appeal letter to Amazon detailing the steps you’ve taken to resolve the issue that led to account deactivation.
How Long Does It Take To Deactivate Amazon Account?
Once you’ve initiated the process of deactivating your Amazon seller account, it can take between 12 to 48 hours to be deactivated.
Can I Reopen A Closed Amazon Seller Account?
You cannot open an Amazon seller account once it has been deactivated permanently.
Customer reviews are the linchpin of success online. In fact, 84% of consumers say they carry as much weight as recommendations from friends and 95% of buyers regularly read reviews before making a purchase.
But when selling on Amazon, there are two distinct types of feedback that you need to be aware of: seller feedback and product reviews. While the two are often used interchangeably, they serve two very different purposes. Make sure you understand the difference and know how to manage both when building your reputation.
Amazon Seller Feedback: What Is It and How Does It Work?
Seller feedback is all about you as a seller. It acts as a report card, indicating the quality of the customer experience you provide. Both your feedback score and total review count matter—Amazon’s algorithms will consider each when deciding where to place your products in search results.
Seller feedback is especially important for resellers who compete for the buy box. Most buy box winners that we’ve observed have 99% positive feedback over the past 12 months, and at least 97% over the last 30 days.
Read Also: The Four Most Important Factors for Winning the Amazon Buy Box
This score is based on one to five-star ratings that your customers leave up to 90 days after their purchase date. Seller feedback typically covers things like packaging, shipping, professionalism and customer service—but NOT products. Unfortunately, it’s easy for customers to accidentally leave product reviews as seller feedback. Note how on the “Your Orders” page that customers go to, the “Write a product review” button is below “Leave seller feedback.”
If you suspect that a customer has accidentally left a poor product review on your seller feedback page, contact Amazon to get the entry removed. Amazon will generally remove feedback if:
- The order was Fulfilled by Amazon (FBA)
- The feedback contains obscene language or personal information
- The feedback contains promotional content
- The feedback content relates more to product quality than your service as a seller.
Don’t sleep on this, as a negative feedback of 25% will put you at risk of getting your seller account removed or suspended. Keep in mind that seller feedback is unique to each of your Amazon marketplace accounts, so if you sell in multiple countries, you’ll receive multiple seller feedback scores.
How to Improve Your Seller Feedback Score
- Get specific in your product listings: While your feedback score isn’t specific to your product, customers will attribute any misconceptions about your product with your trustability as a seller. Be honest and detailed in your product specifications. As recommended in our blog on The Anatomy of an Amazon Listing, anticipate customer assumptions or questions and address them in your description or bullet points.
- Deliver on your promises. It goes without saying that if you promise that an item is in stock or fast shipping, you need to deliver on it. But if you’re struggling to keep up with customer expectations, that’s a sign that your business lacks centralization. Tools like Zentail’s commerce operations platform can bring all of your workflows together and simplify them with powerful automation.
- Offer a good return policy: You’ve heard this a million times: customers are more likely to leave feedback after a negative experience than a positive one. At the same time, when something goes wrong with an order, you have a big opportunity to turn things around. Think: Nordstrom and its lenient return policy. Aside from offering a generous return window, promptly replace any defective items. If possible, send replacements regardless if the original is republic bank ghana internet banking login to avoid inconveniencing the customer. (View more tips for reducing returns on Amazon.)
- Be responsive: If a customer sends you a message via Amazon’s buyer-seller messaging service, respond within 24 hours. Be professional and thorough in your message, and do not try to upsell customers in your communications (this is strictly prohibited by Amazon as well).
- Send follow-up messages: Sellers often win brownie points by sending additional information about an order and proactively touching base with customers during or after delivery. By checking up on a customer’s satisfaction level, you can make them feel valued (and also get ahead of any issues instead of getting surprised by negative feedback).
- Make amends and respond graciously to negative feedback: If a customer leaves negative feedback, avoid being defensive and promptly address any issues. For example, you can offer partial or full refunds for shipping charges if an xcel energy amarillo tx bill pay arrives late. Once resolved, you can ask customers to remove negative feedback—but you can’t offer an incentive, like a full refund, for doing so. Customers have 60 days after leaving feedback to remove it. If any attempts to make amends with a customer fails, consider responding to the feedback and make it known that you tried to fix the problem.
A Note About Soliciting Feedback
You’ve probably read tons of forums and blogs suggesting that you ask your customers for feedback. While you can technically ask for neutral feedback from your customers (Amazon forbids incentivizing or targeting select customers in search of positive feedback), tread carefully.
Customers can opt out of receiving non-critical seller messages—and yes, you guessed it, requests for seller feedback are not considered critical. If you try to circumvent this by asking for reviews via the buyer-seller messaging service, then you risk upsetting Amazon and your customer.
The best reviews often come naturally, so focus on providing a memorable experience over getting your customers to declare it.
Amazon Product Reviews: What Are They and How Do They Work?
Unlike seller feedback, product reviews are all about your products. They’re not about the purchasing experience, customer service or shipping.
Product reviews appear on your product detail pages. They’re often a testament to the quality, usability and authenticity of your items, like battery life or whether an item’s true-to-size.
These are the reviews that most customers will see before making a purchase. They have a big impact on your conversion rate and, in turn, your product’s ranking in search results.
While Amazon will automatically send emails asking buyers for reviews, anyone can leave a review.
Even if a buyer didn’t purchase the product on Amazon or buy from your store, they can leave a review from your product detail pages. If you receive a review that either looks fake, is actually seller feedback or violates Amazon community guidelines (profanity, links to an external site to buy the same item, etc.), you can report abuse. However, you must have strong evidence to support your argument. Bad reviews are very hard to get removed.
Alternatively, you can try to resolve the issue with the buyer or comment on the review to show that you care about your customer’s satisfaction.
How to Earn More Positive Product Reviews
- Avoid accidentally misleading customers. It may be tempting to soup up your listings with bold, exciting language—but there’s a fine line between amazon is reviewing your seller account and overselling. Stay away from hyperbolic language or obscure wording in your product descriptions. Be direct and use plain English when describing the benefits of your product. Make sure your products are listed to the right categories (and are seen by the right audiences), have images showing the true size and use of your product, and include all the essential information.
- Spread the word about your product. Run special promotions, leverage ads or cross-promote your products on social media to get more eyes on your listings. This will boost your chances of getting a sale and, subsequently, a review. Take care not to incentivize reviews as this is a surefire way to get your kicked off Amazon.
- Sign up for Amazon’s Early Reviewer program. Amazon understands that building credibility around new products is hard. And since sellers can’t offer incentives for reviews, Amazon will. Through this program, Amazon offers buyers $1 to $3 Amazon.com gift cards for reviewing a newer product. You can get your products enrolled by first registering for Amazon’s Brand Registry, then paying $60 per ASIN that you want to enlist. Your ASIN must have fewer than five reviews and be priced above $15. UPDATE (March 24, 2012): As of April 25, 2021, Amazon will be retiring the Early Reviewer Program. Instead, sellers are encouragedto take advantage of the 'Request a Review' button and/or Amazon Vine.
In Conclusion
Seller feedback and product reviews are critical to your visibility on Amazon. However, there are different ways to approach each—and you won’t want to forget about one as you’re looking to beef up the other.
Apart from addressing reviews on a customer-by-customer basis, you’ll want to have the foundation in place to deliver great service all the time. Explore Zentail’s platform for centralizing your Amazon operations. Consistently rated five stars, Zentail lets you handle everything from listing to inventory to avoid overselling, a poor ODR and an inconsistent customer experience. Contact us to learn more.
Keep Your ASINs Looking and Performing Their Best
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At around midnight on June 23rd, I was brushing my teeth and just about to head to bed when I heard the notification ringtone on my phone. I picked up my phone to check it out, and it was a notification from the Amazon seller app — it said that my Amazon seller account was suspended.
Initially, I thought that this couldn’t be right. I immediately logged on to my Amazon seller account to see what was going on, and sure enough, my Amazon account was suspended. This is every seller’s worst nightmare, and any thoughts of me going to sleep were quickly gone.
The stress I felt in those first few moments were hard to describe, especially because I didn’t even understand what I could have done to warrant a suspension from Amazon.
In a frenzy, I began to research how to amazon is reviewing your seller account my Amazon sellers account reinstated and what the reason for the suspension could be.
This post will go into detail about what I learned and how I got my Amazon account reinstated.
I used to offer the exact letter I used to get my account reinstated for sale for a small fee – I’ve since decided to make it available for free to subscribers of my weekly Insider’s newsletter. If you aren’t a subscriber yet or if you are and you haven’t got your copy, use the form below and I’ll send it to you.
Your Amazon.com selling privileges have been removed…
Here is the notification I received when I had my Amazon account suspended (click to enlarge, same goes for all screenshots included in the post):
The ASINs in question from this notification were: B00FARK5BM, B0070SZM62, B0038ALXZ0, and B001GF5F9E. The last ASIN was a dog nail grooming tool and is no longer available on Amazon.
Why My Amazon Account Was Suspended
The common theme on these items is that they were either returned and marked as “item not as described” or the customers feedback indicated the item was not as described on the Amazon listing. With the exception of the 4th ASIN on the above list, I only had 1 return of each item.
On the 4th ASIN, there were quite a few returns because I had bought a liquidation lot of this item. I had sold a significant number before I realized the issue with the item. Amazon had previously blocked my ability to sell on that ASIN due to the return issue.
Before we get into successful amazon appeals, I want to share a few other screenshots from my account to show what my account health looked like before I had my amazon seller account suspended. First, here is a screenshot of my customer satisfaction report. You can view this by logging into your seller account, hovering over performance in the top center of the screen, and clicking: “customer satisfaction.”
The 2 unread notifications are directly related to the suspension and didn’t go away until I submitted the appeal.
The policy warning that you see from 6/21/2015 was related to this item: B000N043DW, which is a Microderm Abrasion device that was purchased from woot.com to resell.
I didn’t actually have any in stock at the time of this warning, but it was in my inactive inventory. This is a good reason to delete items from your inactive inventory, and particularly that item if you ever sold it. Other than that, you can see that most of the metrics look pretty solid. Here’s the next tab over:
The refund rate is increasing due to my experimenting with the clothing and shoe categories, but nothing too alarming on this screen either. Next up is the seller rating tab, here’s the top half of the screen:
And here’s the remaining screenshot (I forgot to take this one while I was suspended, so here it is as of about 8PM on 6/27/2015):
Overall, you can see that my metrics were solid (in my opinion at least).
Over the past 2 years while my account has been open, I have received 4 other notifications for blocked listings, or to review my listings besides the ones that were outlined previously in the post.
My guess is that the number of these items played a large factor in the suspension. I did not respond to all of these to try to get the notifications removed from my account as the notification read to respond if you wish to continue carrying the item, and I did not intend to continue selling the item at the time.
I’ve included all these details to give you an idea of the standing of my account at the time of the suspension.
To help you get a better understanding of why your account may have been suspended, I interviewed a lawyer named CJ Rosenbaum who is very knowledgeable on the subject. It is definitely worth reading or listening to after you finish this post.
Submitting A Successful Amazon Appeal
Now, onto submitting successful amazon appeals.
I began researching how to submit an appeal shortly after finding out I had my amazon seller account suspended. I continued working on my plan until around 2:30AM, when I called it a night.
Before heading to bed I did a post in my mastermind group sharing my amazon suspension, the reasons, and asking for any guidance/insight they might be able to provide. I picked back up around 8AM, and went to my warehouse where I began to formulate a response with the help of one of the guys on my team who works on the business with me full time.
After reading through the information Amazon has shared on how to appeal, the Amazon seller forums, the input of my mastermind group, and searching through other websites with information on the topic, it appeared that the key components of the appeal were the following:
- Identify the exact reason for the Amazon account suspension.
- Take complete responsibility for the problem and acknowledge the harm done to the Amazon customer.
- Create an action plan to ensure that the things causing the suspension will not happen again.
- Identify that if given the opportunity, you will continue to provide excellent service to the customers of Amazon.
DO NOT:
- Deflect any blame by making excuses, or by saying there are other sellers doing the same thing and getting away with it.
- Respond too quickly to the case without fully formulating a solid response.
- Respond in a manner that is not concise. The goal is to say everything that needs to be said in as few words as possible.
With those key ideas in mind, I had an outline for my appeal and began writing it at about 9AM. Writing it took a couple of hours, and then revision of what had been written took another hour.
Around 12:30PM, I shared the document with my mastermind group. They were able to provide a good deal of feedback, correct some grammatical issues, and provide tips for making it more professional. I made the vast majority of changes suggested by them, and I had my appeal in a finalized format by about 5PM.
I read through it a few more times and submitted it to Amazon for their decision at about 5:15PM.
That night I was checking my email very often, and nothing of any real value was accomplished. I called it a night around 11PM and hoped to wake up to some good news. Luckily, that is exactly what happened, I received this email just after midnight:
My Exact Amazon Suspension Appeal Letter
My Amazon suspension was a painful process and a good reminder of just how quickly things can change. There is a somewhat limited amount of information out there when you are suspended on the appeal process. To help, I am going to make a minimally edited version of my appeal letter available for download.
I have only removed personal information and have left the content of the letter the same. I believe this letter is very valuable as it gives an example of a successful appeal should you ever be in this position.
This letter used to be payment optional, but I’ve decided to go ahead and make it free for everyone.
I hope that everyone reading this never is in the position of having to submit an appeal, but I do believe seeing a successful appeal letter could be very beneficial, which is why I am making it available for free for anyone who wants to read it.
If you do not feel comfortable submitting your own appeal, I would recommend checking out Cynthia Stine’s Reinstatement Services. They are not cheap, but she gets excellent results for her clients.
She has also written an excellent guide on making sure you don’t get suspended in the first place. It is only $19.99 and covers an extensive list of processes to make sure you are doing everything you can to keep your account in good standing. Here is the link to the book: Suspension Prevention.
Avoiding Future Amazon Suspensions
Overall, this was a learning experience. Going forward, I will be responding to all notifications about inventory items that I receive from Amazon, regardless of if I plan to carry the item in my store in the future or not.
I am also going to change up the wording of the automated emails that Feedback Genius sends out on my behalf to make it abundantly clear that I will work to resolve any issue a customer may have.
In addition, I will be much more careful with the inventory I carry if I think there might be a higher level of risk of return. I really do value the opportunity to be a seller on Amazon, so I will do everything in my power to make sure that I continue to have that privilege.
With that said, it’s quite unnerving to have your account suspended when all of your metrics indicate that things are going well. Especially with sales of 118K in the first 24 days of June:
In reality though, the fees on this amount are hardly a rounding error when they have revenues approaching $100 Billion per year. This has been a reminder of just how quickly things can change, and another reminder to diversify income sources. Luckily, the suspension only lasted a little over a day and I was able to pick up where I left off.
Lastly, I have to give a big shoutout to my mastermind group, as they were very helpful in assisting me in the appeal process. They gave me ideas of things to include and helped me edit the final version to make sure it gave me the best possible chance of being reinstated. For amazon is reviewing your seller account of your assistance, I am extremely grateful!
If you have questions or comments, please let me know below!
Walk-Through of the Amazon Seller Central Account Setup
In my hometown, there is a Sunday morning food market. For many years, a middle-aged lady would be there every weekend selling her own dairy products. We were lining up to buy her products. They were of great quality, and can you open a paypal account with a savings account was so proud of them.
But before getting to the market, she would have gone through the long process of making her products, preparing them for transportation, and deciding on her price range and the layout of her market booth.
As you get ready to set up your Amazon Seller Central account, this is exactly where you stand. Your products are ready, your business is up and running, you know your pricing, your brands are registered as trademarks, and your fulfillment solution is operational. All you need is to step into the marketplace and find the buyers to start selling online.
Today, you will do just that by setting up an Amazon Seller account. You have gathered your business and personal addresses and phone numbers, bank account details, and a chargeable credit card and scanned identity papers and bank statements.
So, let's do it. Set up your Amazon Seller account by following the five steps below. Or you can use this walk-through to make sure you have gathered all the necessary information as the delay for verification can be long if documents are unclear or missing.
Go to Amazon Seller Central to start the account creation process. Source: sellercentral.amazon.com.
1. Start the Seller Central account creation
You need to go to the Seller Central website to start the account creation process. We assume you are going to set up a professional seller account and not a personal account for occasional sales. Your account can work as an Amazon reseller account if you are in the business of arbitrage or dropshipping.
In the first step, you are asked to provide the following business information:
- Business location
- Business type
- Business name
- Company registration number
- Registered business address (verifiable)
- Phone number (verification)
- Primary contact person
Make sure that you enter your business address and phone number correctly as that information is being verified. In some cases, Amazon could send a letter to the registered address and there is a systematic mobile phone verification via SMS or a call.
In the first stage of the Amazon Seller setup, you provide information about your business. Source: sellercentral.amazon.com.
2. Enter your seller information
Your business information is always connected with your personal seller information, which is what you provide in the second step of the seller registration.
Seller information you provide in this step includes:
- Country of citizenship
- Country and date of birth
- Proof of identity with the expiration date and country of issue
- Residential address
- Mobile phone number
In the second step of the seller registration, you provide personal information for the business representative. Source: sellercentral.amazon.com.
3. Provide billing information
When you are doing business on Amazon you receive payment for goods sold, and you pay a fee for being on the platform. This is why you provide both a bank account where money can be deposited and a credit card where fees can be charged.
In the third step of the Amazon Seller Central setup, you provide bank payment and credit card information. Source: sellercentral.amazon.com.
4. Store creation
Reaching the fourth step of the Seller account setup, you will already be in the process of providing marketing information for your e-commerce store.
In this step, you will provide your store name and answer the following questions:
- Do you have Universal Product Codes (UPC) for your products?
- Are you the manufacturer or brand owner?
- Do you have government-registered trademarks for the amazon is reviewing your seller account products you plan to sell?
In the fourth step of the process, you provide information about your store and your products. Source: sellercentral.amazon.com.
5. Verifying your information
At this final stage of the process, you need to upload a copy of your identity document as well as documentation for your bank account. Once these elements have been submitted, all you can do is wait for Amazon to get back to you by email to confirm the creation of your Seller account.
In the final step of the Amazon Seller Central registration, your information is reviewed and verified. Source: sellercentral.amazon.com.
The verification process can take time because of regulation and the sheer number of account creations. It can take a day, a week, or several weeks. The clearer your documentation, the shorter the delay. The latest account registration mentioned to me took four business days, but if the documentation can't be verified, the delay can last months or indefinitely.
Once you receive the verification email, you can connect to your Amazon Seller Central account and start configuring your product listings.
When you are up and running on Amazon Seller Central, your dashboard provides access to account management functions and key statistics. Source: sellercentral.amazon.com.
Set up and verified, the adventure can commence
Some will say the challenge only starts now that you are launching your sales and marketing, but in reality, the process that brought you to this point has helped prepare you for facing clients and competitors.
Your brand, product design, price points, and fulfillment mode will all be variables you use in your marketing mix to activate your business activity. Now everything can come into play to accelerate your sales.
2 Comments to Amazon is reviewing your seller account
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