Things to avoid to ensure your account is not blocked

28/09/2020
Amazon.in is one of the top e-commerce marketplaces in India, with millions of consumers buying products online and lakhs of sellers are running their businesses. To offer a smoother buying and a hindrance-free selling experience, Amazon lays down certain guidelines for the sellers. However, violation of which invites temporary or permanent actions against selling on Amazon.

Hence, as an Amazon seller, it is always wise to learn about the policies of the marketplace as much as you can. You may encounter certain situations where your Amazon account may be suspended or some of your listings may be removed. Here is a list of such scenarios and the steps to be followed to prevent your Amazon seller account from getting blocked.

1. Insufficient or incorrect account information

"We are reviewing your Amazon seller account because we were unable to verify some of the information you provided. During our review, you will not be able to sell on Amazon.”

You may receive such a message from Amazon if there is any discrepancy in your account details and until the review is complete and all the details are verified, your business will be on hold and you cannot sell anything on Amazon. In such a case, you may be asked to provide the details requested via a Performance Notification, failing which your account may be blocked. To avoid this:

a. Provide a bill dated within the last 90 days for piped or natural gas, electricity, water, or internet service with name and address visible. Or provide your business license, if applicable. The name and address on the document should be the same as that in the Seller Central
b. Confirm that there’s a valid credit card on file
c. Submit the documents by clicking on the "Appeal" button of the Notification


Amazon sellers can have multiple accounts in certain situations. In case, you have your selling privileges removed for your second account, you may not register new accounts. You can appeal the suspension on the previous Amazon account from the email address used to register the previous account. Once that account is reactivated, you can resume your business.

2. Poor performance

Maintaining a healthy seller account is necessary to continue your Amazon business. Your seller account performance mainly depends on the order defect rate, cancellation rate, and late shipment rate. You need to maintain a certain performance level to avoid the red flag.

a. Order defect rate should be less than 1%
b. Total order cancellations should be less than 2.5%
c. Late shipment orders should be less than 4%

In case, you surpass one of these criteria, here’s what to do:

● Provide your Plan of Action (PoA) to revive the account, identifying the root cause
● Include details like ASINs, Order IDs, and brands (if applicable) along with the PoA
● State the steps implemented to resolve the issue
● Provide a long-term solution to ensure it never happens again

Make sure you are providing better quality products and services to avoid getting flagged.

3. Product authenticity

Providing genuine products is one of the major aspects of Amazon’s consumer services. Selling counterfeit or infringed products on Amazon is strictly prohibited and may lead to account closure. Your product listing can be removed if there are any quality, trademark, patent, or copyright issues. If you receive such notice and you feel the complaint is unjustified, you can appeal against it by following these guidelines:

● Read the Performance Notification and provide a Plan of Action (PoA) for all of the issues, identifying the root cause, the steps implemented to resolve the issue, and a long-term solution to ensure it never happens again
● Include details like ASINs, Order IDs, and brands (if applicable) along with the PoA
● Provide a detailed explanation for the root cause, especially if it is a technical issue
● Do not submit an old appeal. Always submit the most recent appeal
● Submit your invoice with the business name and address matching with details provided on Seller Central. The invoice must include product quantity, verified phone number and business website, product price, and ASIN (Amazon Standard Identification Number)

You need to submit the Rights Owner’s Retraction to prove that the complaint is baseless. Here’s how you can submit your retraction.

● It should include your Seller account name
● Send it directly to notice-dispute@amazon.com
● Retraction submission means you defy the complaint of any such issues and that your product is genuine. So, it is necessary to not mention that you will not re-list again.

4. Material & safety issues

Sometimes Amazon may receive complaints about your products regarding different material and safety issues like:

● Product condition - Consumer may claim they received a used product instead of a new one or received a damaged or defective item
● Product information - Consumer may have received incomplete items in the product package or the product may be different than that described in the product page
● Safety concerns - This concerns product expiry dates and health safety factors that may cause harm

Upon such a complaint, Amazon may have to remove the product from your listing. To reinstate your listing, follow these guidelines:

● Read the Performance Notification and provide a Plan of Action (PoA) for all of the issues, identifying the root cause, the steps implemented to resolve the issue, and a long-term solution to ensure it never happens again
● Include details like ASINs, Order IDs, and brands (if applicable) along with the PoA
● Provide a detailed explanation for the root cause, especially if it is a technical issue
● Do not submit an old appeal. Always submit the most recent appeal
Submit your invoice with the business name and address matching with the seller central. The invoice must include product quantity, verified phone number and business website, product price, and ASIN Amazon will then verify whether the details provided stand true and will revive your listing or account.

5. Others

There are several other possibilities where the consumers may raise a concern against purchased products. It may be possible that you are unaware of these reasons. Some of these scenarios are:

● Misuse of the product page for some ASIN
● Misuse of the provision of product variation to display a new product as a variation of an existing product
● Selling prohibited products
● Abusing product review

In that case, Amazon will reach out to you and ask for the following:

● Provide all relevant documents requested on all products affected by the Restricted Products removal within the appeal, if they have been incorrectly flagged
● If the appeal includes any prohibited product, provide specific preventive measures against the reoccurrence of such violation in the future
● If there is any ASIN violation, you must delete the ASINs from inventory and mention it in the appeal. ASINs violations must be appealed properly to be fully compliant with policy
● Provide a Plan of Action (PoA) for all of the issues, identifying the root cause, the steps implemented to resolve the issue, and a long-term solution to ensure it never happens again
● Include details like ASINs, Order IDs, and brands (if applicable) along with the PoA

Consumers put their trust in Amazon for online shopping. Amazon maintains this by going above and beyond by trying to provide the highest customer service quality. Abiding by these guidelines will ensure that your listing does not get hampered and you don’t have to dread those three words ‘Amazon account suspended’. For any assistance, reach out to Amazon, where help is always a click away.
Disclaimer: Whilst Amazon Seller Services Private Limited ("Amazon") has used reasonable endeavours in compiling the information provided, Amazon provides no assurance as to its accuracy, completeness or usefulness or that such information is error-free. In certain cases, the blog is provided by a third-party seller and is made available on an "as-is" basis. Amazon hereby disclaims any and all liability and assumes no responsibility whatsoever for consequences resulting from use of such information. Information provided may be changed or updated at any time, without any prior notice. You agree to use the information, at your own risk and expressly waive any and all claims, rights of action and/or remedies (under law or otherwise) that you may have against Amazon arising out of or in connection with the use of such information. Any copying, redistribution or republication of the information, or any portion thereof, without prior written consent of Amazon is strictly prohibited.
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