How Long Does It Take for Amazon to Review Suspended Account

Think Amazon account pause is a rare occurrence? Think once more. The company takes no prisoners when information technology comes to poorly performing accounts and bad actors. In this guide former Amazonian, Peter Kearns, vice president of client solutions for 180Commerce and a erstwhile Amazonian, breaks downward the essential insider tips on how to avoid and appeal Amazon account suspensions.

It'due south well documented that Amazon has a counterfeit problem. In fact, l percentage of account suspensions in 2017 were every bit a issue of " inauthentic items " (or knockoffs). Despite this, a recent Guardian investigation found that the market is still flooded with fakes.

But your account could exist at run a risk of intermission even if yous sell genuine items. For this reason, the best offense is a good defense and yous must prepare at present.

Why Amazon removes selling privileges

If you've e'er encountered the unfortunate situation of being temporarily suspended from Amazon, you probably received an email like this:

Source: Amazon Seller Central

It's easy to see why an Amazon seller would immediately start panicking upon receiving a message like this — and information technology appears that Amazon Seller Central is the first port of call for voicing any concerns.

However, there is always a reason backside every business relationship suspension.Here are three areas to look out for if y'all detect yourself in that position:

ane. Poor client service score

In order to ensure its millions of third-party marketplace sellers are providing an exceptional customer feel, Amazon has established the following operation targets:

Order defect rate : you've received lots of negative feedback < 1%
Pre-fulfillment cancel rate : < 2.5%
Tardily shipment rate : < 4%

For example, if y'all have been late aircraft several orders or received lots of negative reviews, your selling privileges will be removed. Amazon has a aught-tolerance policy when it comes to customer experience and it remains their number one expectation equally the leading global online marketplace.

As Peter mentioned in a webinar we co-hosted concluding year, go the extra mile for your customer or provide a refund or discount on their side by side purchase if you oasis't provided the best possible client experience.

It's that obsession for excellence that will stand out to Amazon.

2. Disregarding Amazon selling policies

If one of your items is listed on the restricted products folio , your Amazon account volition exist suspended. For instance, due to child safe measures, you are required to inquire special permission if y'all want to list fidget spinners or invisible ink pens.

3. Misrepresentation and inauthenticity

Y'all can also have your selling privileges removed for listing an inauthentic or apocryphal item on your Amazon profile. Similarly, if you've set alternative accounts for when you go suspended this is seen equally a big red flag past Amazon. In this case, you'll be lucky to be reinstated at all.

How to avert Amazon account suspension

1. Understand the foundation of Amazon's business organisation principles

Jeff Bezos and his team at Amazon created fourteen leadership principles that they have stuck by since the start. Like to a department store consisting of several different concessions, there's a certain standard each Amazon seller has to meet to be office of the unit.

Online sellers are expected to sympathize the principles by which Amazon lives in order to sell on the marketplace.

In relation to Amazon account break, the principles that stand up out are customer obsession, ownership, relentlessly high standards and trust. They are there to assist sellers understand how Amazonians communicate as a unit of measurement.

Here are the prominent ones to get you through Amazon account break:

ii. Take functioning metrics seriously

Amazon has high expectations when it comes to meeting its performance metrics, which have been established from its core leadership principles.

Ultimately, if you can keep your performance metrics afloat, you should manage to steer articulate of any break. But that's easier said than done. Here are three of the top metrics to really keep an eye on:

Order defect rate : This measures your ability as an online store to provide a proficient client feel. It comprises three components — A-Z guarantee claim charge per unit , negative feedback charge per unit, service accuse-back rate over short- and long-term periods.
On-fourth dimension delivery : Self-fulfilled orders that buyers received on fourth dimension.
Late shipment charge per unit : The number of self-fulfilled orders not confirmed as shipped by the expected transport date.

In one case you're logged into your Amazon account, you can review your account health board:

Source: CPC Strategy

3. Continue an eye on your listings

Equally multiple sellers can offer the same product on Amazon, it'due south non unheard of for a listing override to happen. This is when a particular folio of one of your products displays information that you did not contribute yourself—information technology's been updated past Amazon or another seller.

In other words, the image, description or title was changed by someone that also has admission to your detail page. This blazon of alter could atomic number 82 to sending the wrong items to customers.

If Amazon catches air current of "missing items" or "wrong detail sent" as feedback from your customers, they could temporarily suspend your account. To monitor this, online sellers must brand sure to regularly audit all their ASINs. This volition show Amazon that you lot're in control of your online store.

In addition, certain products (anything that appears on their restricted products list ) require permission from Amazon to be listed. If yous observe that one of your products is prohibited, taking it off the marketplace will help you avert temporary break.

Related: 6 overlooked competitor assay to Amazon listing optimization

4. Ameliorate your communication

If there's one thing you can practice to prevent interruption, it's to be communicative all throughout the process.

Firstly, if y'all receive Amazon policy notifications on your account, make it your mission to be responsive so that you lot're withal on the radar. For example, if you're sent a reminder to view a customer complaint, brand a indicate of reviewing it.

Not only is this important for your relationship with the Amazon policy team, but information technology will give you advice on products that should potentially be removed from your store.

In addition, make a betoken of regularly asking your customers for feedback and you lot will be able to provide a better feel in the long run and thus hopefully avoid getting suspended in the showtime identify.

5. Don't expect to be contacted by Amazon

You desire to be able to place any issues with your account and notify Amazon earlier it has to reach out to yous. This will allow y'all to earn the company'south trust as a seller and show that you recognize the error you fabricated with your account.

If you receive that suspension notification first, you should be ready to accomplish out to your Amazon account director. A indicate of contact is paramount for when you meet trouble.

Call up, it could have upwards to two days for Amazon to reply once you entreatment your pause, which could be detrimental to your business.

6. Don't reinvent the wheel

Amazon is conscious of online sellers that piggyback on generic product ideas so avert this strategy at all costs. Piggybacking is the process of becoming an additional seller and simply jumping on the bandwagon of an original seller'southward listings. The thought behind it is to avoid whatever lengthy setup procedure.

It'southward not but Amazon keeping an eye out for this. If other sellers find you piggybacking on their listings, they can report you equally counterfeit. You may detect people praising this strategy for international selling, just if you take this road, don't be surprised when your Amazon account gets suspended.

vii. Look for patterns in your account

There are a couple of indicators to look out for if you're worried about your account being suspended. In the webinar, Peter discusses four particular areas:

Client returns: Is in that location one detail production that getting more returns than the others? This could be a sign you need to take it off your online store.
Seller feedback: Have you failed to accost recurring negative seller feedback?
Product reviews: Have customers expressed concerns about sure products that are faulty?

8. Care for Amazon every bit your number one client

Call back, your number one customer is Amazon itself. In that location is no other platform out there that allows you to reach an audition of 300 1000000 consumers worldwide at such a small price. Treat selling on Amazon's marketplace equally a privilege.

Appealing your Amazon account suspension with a plan of activity

Getting your Amazon business relationship reinstated all boils downwards to the plan of action in your appeal letter. This is the email y'all will send to the Amazon seller performance squad when you get suspended. Information technology'south important to call up that your writing style is essential in the process of getting your Amazon account reinstated:

Only exist aware: there's no guarantee that Amazon will reinstate your business relationship upon receiving your entreatment letter. If you have not provided a viable solution and comprehensive understanding of your errors, your account will remain suspended. Here's how to go about dealing with it.

1. Resolve any outstanding support tickets

Your starting time instinct will be to reach out to someone in order to get your account reinstated every bit quickly every bit possible, merely first, yous should be focusing on fixing whatsoever outstanding issues. This ways responding to all back up tickets and maintaining the health of your account.

Remember, if your business relationship has been suspended, this leaves you at higher risk of the permanent removal of selling privileges. Before communicating with Amazon, avoid any reason for it to uncertainty your worth as a seller.

ii. Notice out the root crusade of your intermission

As in the Amazon leadership principles, you will demand to find the root cause of your suspension past diving deep into your account and spotting the primary bug.

To oftentimes audit your account, yous need to take every issue into your pace past asking yourself the v whys. As explained by Peter, this process involves continuously request yourself "why" until yous have plant the root of the trouble.

For example:

Why did your client complain? Unfortunately, their packet was broken.
Why was their package cleaved? The UPS driver dropped it.
Why did it intermission when he dropped it? The detail was non packaged correctly.
Why was it not packaged correctly? The online seller did not have the correct facility to package it.

Solution: Discover adequate packaging for this item and accept it fully prepared before sending onto FBA.

This exercise works for all types of bug you may run into in your time equally an Amazon seller. Ultimately, Amazon wants to know that y'all fully understand the root cause of your account suspension, and thus you volition take the necessary steps you took or will have to prevent it happening again.

three. Address the problems in a programme of action

One time you have a deep understanding of what you did to violate Amazon'due south policies, you need to depict up a plan of activity.

Your format should look like this:

Be specific, professional and outright about what you plan to do to prevent the violation from happening again. This ways including every defect that contributed to your low seller condition. For example, the number of cancelled orders, missing items or negative feedback complaints.

Let's say yous received multiple negative reviews on one particular product and that's why your business relationship was suspended. You lot could write something similar:

We have identified and understood that one of the products has been unsatisfactory for a subset of our customers. For this reason, we will remove it completely from our Amazon store. Our plan of action when nosotros receive negative feedback on another product in future will be to make quick decisions to get information technology removed. However, we volition make every endeavour to avoid that scenario. We strive to accept height quality products on your marketplace.

Similarly, with other types of suspensions, yous should conspicuously identify the result, how you immediately dealt with that problem and how y'all plan to eradicate the problem in future. Take for example, if you had a product listed that was listed under prohibited products for Amazon.

After analyzing the current state of affairs regarding the pause of my account, I recognize where I went incorrect. My selling privileges were removed because I made the following mistakes:

I listed a product that is prohibited from sale and list on Amazon: an 'invisible ink pen'
I didn't act inside the 48-hour fourth dimension frame to review and delete this list that did not comply with Amazon policies.

Having evaluated these issues, I plan to:

Read and larn all details in the Amazon Restricted Product Policy
Pay better attention to my account notifications from Amazon
Remove all restricted products from Amazon immediately.

4. Transport the entreatment to Amazon

One time you take finished your programme of action for your account suspension, yous tin can proceed to Seller Central > Performance > Performance notifications > Location suspense find > Appeal.

5. Expect for a response from Amazon

And then it'southward but a waiting game. Information technology should take up to 48 hours for Amazon to come back to yous with an answer. Many believe that knowing someone on the inside can become you lot an reply quicker only that'southward not the instance.

Sellers should expect to exist contacted via email about the status of their business relationship. The harsh reality is if a seller is suspended for xxx days or longer , there'south a chance they might never be reinstated.

Information technology'southward of import to remember…

Whether you lot're a Fortune 500 company or a small online store, Amazon does non want you to sell on its market place if you're not willing to provide infrequent customer service.

Ultimately, if you understand the leadership principles backside Amazon, it will help you brand a framework for your entreatment letter of the alphabet. If y'all're lucky plenty to become reinstated, prepare your team for any changes you need to make — yous don't want to exist a repeat offender!

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