Suspended Account - Your account has been deactivated


#1

Tytuł : Suspended Account - Your account has been deactivated.

Hello, I have a problem and I’m really stuck as to what I can do. I’ll try to detail the issue as much as I can.

On 26 June 2019 I have received an email from seller-performance@amazon.co.uk

„We attempted to reach you by phone today to discuss activity on your account that violates Amazon’s Selling Policies and Seller Code of Conduct. As a result of recent violations of these policies, your account has been temporarily deactivated… “

Why is this happening?

The Amazon’s Selling Policies and Seller Code of Conduct prohibit:

– any attempt to manipulate ratings.

– any attempt to manipulate feedback.

– any attempt to manipulate reviews.

– any attempt to manipulate sales rank.

– any attempt to misuse Amazon’s A-to-z guarantee.

How do I reactivate my account?

To reactivate your selling account, please submit a plan of action in English that explains:

– The methods used to obtain orders that violate Amazon selling policies including placing orders for your own products.

– A list of the orders placed in an attempt to manipulate sales or misuse the A-to-z guarantee.

– The steps you have taken to prevent sales manipulation going forward…”

I’ve been a small Amazon seller for past 3 years with perfect account health, selling my own products and as far as I know I never did any of the above so I emailed back thinking it’s a mistake.

They have replied with a vague email stating the possible reasons:

“To help you identify specific areas of improvement, we encourage you to review the "Misuse of ratings, feedback, or reviews," "Misuse of sales rank," and "Misuse of Search and Browse" sections of the “Prohibited Seller Activities and Actions” page (https://sellercentral.amazon.com/gp/help/G200386250). “

I was still baffled by the situation so I called Amazon and based on the conversation it seemed like the issue could relate to the promotion I run on 2 of my listings. (I have set recommended price to 3.49 and my price to 2.99 for 1 month to see if this works in the same way it does on other platforms) Following the conversation I submitted a POA copy of which is below:

Following from my account suspension, I have made a few calls to the account support team and familiarized myself with the amazon guidelines to better understand the root cause of the issue and come up with an acceptable action plan to mitigate the issue, which I have laid out below:

Root Cause:

I now understand the suspension relates to the new pricing/promotion strategy I have applied to the below Items and I now understand could be misleading and seen as a way of misleading customers into choosing my items/listing through inflating the item price and setting promotion price to the original item price in an attempt to persuade customers to make a purchase and make them feel like they’re getting a better deal. I have set the recommended retail price to £3.49, whilst always selling my items and setting the promotional price to £2.99 now I understand this tactic is not fair towards other vendors/sellers and customers.

Items affected:

ASIN: B07T764KSK

Item Name / Title: CUSTOM HANGOVER SURVIVAL KIT in WHITE WITH SILVER HEARTS BAG Novelty Keepsake Gift, Christmas Party, New Year Party, Bride To Be Party, Night Drunk, Stag, Wedding, Hen 18th 40th etc… H18

ASIN: B07T1R94MP

Item Name / Title: CUSTOM HANGOVER SURVIVAL KIT in HOT PINK BAG Novelty Keepsake Gift, Bride To Be Party, Night Drunk, Stag, Wedding, Hen 18th 40th etc… H18

Action Taken:

I have thoroughly read the terms and conditions and guidelines surrounding the misuse of sales rank, promotions promotions to fully understand what is within my remit when it comes to setting promotions and contacted the account support team to discuss this in more detail and fully understand the issue. I have tried to revert the changes and change all the affected listings to what they were before I started making price changes however his has proved challenging so I have deleted the listings altogether to avoid further confusion and misleading of customers over the item price. I now understand my wrong doing and it was recommended to me my he account support team to contact sales support team once my account is unsuspended to further discuss the promotions and ensure they are actions correctly in the future. I was advised I will not be able to contact the sales support team while my account is suspended but I do intend to contact them as soon as I am able to do so to discuss step by step how to action future promotions correctly as part of the issue was me not understanding the process of setting the promotion which is much cleared to me now, but I do seek to get further clarity to ensure my understanding is 100% correct.

Steps taken to prevent this in the future:

As mentioned above, I have taken the time to read the terms and conditions and guidelines surrounding the selling process on amazon and understand them fully and have spoken to and plan on having further chats with the support team to ensure my future promotions comply with all amazon rules. I am planning on not running any further promotions or changing any prices until I am certain what I’m doing is correct and until I have spoken with the sales support team about step by step process of making promotions happen. I understand the wrong doing on my part and can assure you this will not happen again. I will be sure to contact amazon prior to making any changes to my products, sales, promotions and any other aspects of my operations on your platform to ensure we can work together in the future without any problems.

It turns out the gent I spoke on the phone with didn’t know the root cause himself and was just nodding along to my discussing my suspicions of why my account may be suspended, as the plan was rejected and I received the below email:

6 July 2019 08:51 BST

Hello,

We reviewed your account and the information you provided, and we have decided that you may not sell on Amazon.com.

We may not respond to further emails about this issue.

Sincerely,

Seller Performance Team

Appeal button was still showing so I have thoroughly reviewed the whole situation and reviewed my potential mistakes in order to come up with the below POA which I submitted on 10 July 2019 10:05 BST and copy of which you can find below:

The root cause of the issue

The root cause(s) of the Sales Rank & Search and Browse violation;

I have reviewed my listings and found the issue relates to “Providing misleading or irrelevant catalogue information”. I have previously received complaints about products being smaller than expected and I understand and acknowledge the pictures used in my listings can be misleading as they don’t accurately show the size of the products I sell. I have also included pictures of other product variations which can be purchased on different listings and I understand customer were mislead to think they will receive all the variants.

I have also realised my titles are too long and unspecific which can be confusing.

I have used misleading keywords and included colours such as “blue, red, black, etc.” on listings which were selling only one colour, eg. pink.

I realise selling on amazon is a privilege and customers should be treated fairly and provided with accurate information and I have already started putting measures in place to address the issues.

The actions that you have taken to resolve the issue

I have taken new pictures of my products which show ONLY the item being sold to help customers to fully understand what they are buying. I have also taken pictures of the items being held ( or being ‘used’) to

help customers see the size of the item more clearly and decide if it’s suitable for them.

I have reviewed the content and have prepared new listing titles which are more concise and clearer. They will only include the essential information such as size, quality, make. For example I’m intending to change “24x Halloween theme stickers, 70 designs, Party Bag Sweet Cone Trick or Treat, Pumpkin’s Poop, Monster Scabs, Spooky Soup, Ghost Poop, Witch’s Warts, Witch’s Poop, Spider Eyes, Spider Legs, tags labels, Label, Business, Fun, Gift, Seal, 24 labels (a95)” to a clearer version “24 stickers, Pumpkin’s Poop, Halloween theme, size 64mm x 34mm, matt finish (symbol a95)”

I will remove all the misleading keywords and will only include the essentials such as ONLY the colour of the product being sold, use, make.

The steps that you have taken to prevent the issue going forward

I have taken new pictures of all my products and have invested in new equipment to help me create better listing pictures to help customers understand what they’re buying.

I have created a standardised Title format for all my listings which included ASIN’s :

B075C9PX8W , B075C7QYJ6, B075C99KS2, B075BG7KFC, B0757L71VN

I have created a guideline/checklist for myself to ensure all keywords used are relevant. It includes things such as product colour, type, use, content, event, theme

Niestety, nie doczekałem się żadnej odpowiedzi.

Currently the account status is:

On main page <SUSPENDED> And after clinging into account health it shows <Your account has been deactivated.>

I tried to contact Amazon by email to check if my appeal was recieved but I haven’t heard back. The issue has started after adding 11 new listings. Below is one of those listings

I have no idea what else I can do? Is there any chance of saving my account? Would you guys know if there are any companies specialising in retrieving amazon accounts which are safe to use?

I will be thankful for any advice or suggestions you guys might have.

Warmest Regards,

Marcin


#2

I am sorry to hear that your Seller Account has been deactivated. When did you appeal the last time?

At this point, I’m afraid it is very unlikely you will receive any additional communication from Amazon regarding the matter. Your last hope would be e-mailing the Managing Director with a very good Plan of Action.

Unfortunately, your current appeal is too short and will not work, you will really need to improve it by adding more steps and actions, after carefully reviewing your entire account.


#3

Thank you for your reply, my last appeal was on 10 July

The problem is I don’t know what I’ve done wrong.

Is there a template plan of action I can use available anywhere?


#4

I would really like to help, but no example appeal template is available as these suspensions have completely different causes in each case.

But here is an example appeal addressing a different situation, just to show you the proper format:


#5

Hi Kika,

Thank you very muhc for the template.

I will try my best to recover the account but it’s bit challenging when you don’t know what you did wrong.

In worst case scenario, would I be able to open my account again later down the line or will I be banned as a seller? I heard that only accounts get blocked and not sellers is this true?


#6

The Amazon Policy regarding Prohibited Seller Activities states that operating multiple seller accounts without a prior permission from the Seller Performance is prohibited:

https://sellercentral.amazon.co.uk/gp/help/help.html/?itemID=G200386250&ref_=ag_G200386250_h_r0_cont_sgsearch

Once your account gets suspended, you won’t be allowed to open a new one to circumvent the suspension. Also, if you decide to do so anyway, the new account will get closed as well and at that point, you will eliminate all chances of a possible reinstatement.

You need to work on fixing your current account, there are no other options.


#7

Hi Guys,

I think I have identified the issue and preppared the below Plan Of Action. Any feedback or tips will be appreciated:

Good Afternoon,

I hope you are well.

I am writing to you regarding my account suspension (account ref: StickersWorld), I have attempted to resolve this with Amazon Support team but unfortunately I wasn’t able to. I’m kindly asking if it could be reviewed for the last time as I believe I have now fully resolved the issues and I’m hoping we can continue working together in the future.

Upon receiving last email from Amazon I have thoroughly reviewed my account history, all my products and the Amazon guidelines and terms. I have identified all potential issues and have addressed them in the following plan of action. I know it has taken some time to get an appropriate plan of action together but it would be much appreciated if it could be reviewed once more.

I understand the suspension relates mainly to the products I sell. My hangover bags included a pill of paracetamol and vitamin C which sale is restricted in EU and UK. I have also identified other potential issued and addressed them in the below. Another potential issue I have identified is the confusing and misleading listings pictures and keywords.

My full plan of action can be found below:

Root Cause:

  1. I have failed to read Amazon guidelines and relevant laws relating to the sale of paracetamol and vitamin C which were included in my products.
  2. My listings included products which are restricted and should be sold only by authorised vendor with an appropriate leaflet with instructions and medical advice.
  3. My listings photos and keywords used were misleading and photos included other products variations which were irrelevant to the listing.
  4. I take full responsibility for the above sincerely apologise for the violations. Below I have laid out how I have addressed the issues.

Action Taken:

  1. I have carefully and thoroughly reviewed Amazon policies, guidelines and help pages, and well as using external sources to educate myself on the matter, especially on sale of restricted products. As a result I will cease selling hangover bags which include paracetamol and Vitamin C and will ensure all my future listings are compliant with all policies, laws and regulations.
  2. I have carefully reviewed my current listings and deleted all listing including prohibited items. A full list of the listing deleted can be found attached.
  3. I have taken new pictures of my products which show only the item being sold to help customers to fully understand what they are buying. I have also taken pictures of the items being held ( or being ‘used’) to help customers see the size of the item more clearly and decide if it’s suitable for them.
  4. I have reviewed the contents of my listings and have prepared new listing titles which are more concise and clearer. They will only include the essential information such as size, quality, make. For example I’m intending to change “24x Halloween theme stickers, 70 designs, Party Bag Sweet Cone Trick or Treat, Pumpkin’s Poop, Monster Scabs, Spooky Soup, Ghost Poop, Witch’s Warts, Witch’s Poop, Spider Eyes, Spider Legs, tags labels, Label, Business, Fun, Gift, Seal, 24 labels (a95)” to a clearer version “24 stickers, Pumpkin’s Poop, Halloween theme, size 64mm x 34mm, matt finish (symbol a95)”
  5. I am currently unable to do so but if my account is reinstated or I am allowed to amend my listings I will remove all the misleading keywords and will amend the listings as set out in point 4.

Steps taken to prevent this in the future:

  1. Going forward I will conduct careful reviews and research, as well as continuing to educate myself about various laws and regulations in order to ensure all my future products are compliant with Amazon policies and regulations.
  2. To help me ensure no other products are violating any regulations I’m now seeking advice from external advisors and will do so before adding any new listings.
  3. In case of any doubts I will be sure to contact Amazon Seller Support team and refer back to guidelines for further support and clarification.

I believe the above addresses the issues sufficiently and we will be able to continue to work together in the future. I’m looking forward to hearing back from you.


#8

Also I currently have few hundred pounds that has been sitting on my amazon account for over 100 days, if I cannot get my account unsuspended and I close it down will the money be refunded to my bank account?


#9

OK, do not send that plan yet as it needs tweaking.
Get rid of the fluff at the beginning, all that preamble to your plan is distracting and simply not needed.
In your plan itself you say you were including paracetamol in some listings.
Not only is paracetamol a restricted item, as you say, nut it is surely an age related item that should only be sold to the over 18’s, you haven’t addressed this violation at all.

Action Taken: You say “I will…” Wrong tense as it implies that you haven’t yet done this.
I know that your account is suspended, but you should still act as though these actions have already been implemented and are not just a vague promise for the future.

What is this all about?
Remove the reference to the items and focus on the fact you have learnt more about listing titles etc, the example simply clutters the POA.

That is not an action taken it’s another promise for the future…

Please wait for more input fro other forum members before submitting your plan.


#10

Thank you very much for the feedback!

I’ve made the POA more consise, do you guys think this is better?

I’m am writing to you regarding my account suspension.I now understand the suspension relates mainly to the products I sell. My hangover bags included a pill of paracetamol and vitamin C which sale is restricted in EU and UK. I have also identified my listings titles and key works to be other potential issues and addressed them all them in the below Plan Of Action.

Root Cause:

I have failed to read Amazon guidelines and relevant laws relating to the sale of paracetamol and vitamin C which were included in my products.

My listings included products which are restricted and should be sold only by authorised vendor with an appropriate leaflet with instructions and medical advice.

Parectamol included in my products shouldn’t be sold to underage people and shouldn’t be included in my product.

My listings photos and keywords used were misleading and photos included other products variations which were irrelevant to the listing.

I take full responsibility for the above sincerely apologise for the violations. Below I have laid out how I have addressed the issues.

Action Taken:

I have carefully and thoroughly reviewed Amazon policies, guidelines and help pages, and well as using external sources to educate myself on the matter, especially on sale of restricted products. As a result I will cease selling hangover bags which include paracetamol and Vitamin C and will ensure all my future listings are compliant with all policies, laws and regulations.

I have carefully reviewed my current listings and deleted all listing including prohibited items. A full list of the listing deleted can be found attached.

I have taken new pictures of my products which show only the item being sold to help customers to fully understand what they are buying. I have also taken pictures of the items being held ( or being ‘used’) to help customers see the size of the item more clearly and decide if it’s suitable for them.

I have reviewed the contents of my listings and have prepared new listing titles which are more concise and clearer. They will only include the essential information such as size, quality, make, adhering to the amazon guidelines.

Steps taken to prevent this in the future:

Going forward I will conduct careful reviews and research, as well as continuing to educate myself about various laws and regulations in order to ensure all my future products are compliant with Amazon policies and regulations.

To help me ensure no other products are violating any regulations I’m now seeking advice from external advisors and will do so before adding any new listings.

In case of any doubts I will be sure to contact Amazon Seller Support team and refer back to guidelines for further support and clarification.


closed #11

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