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This article applies to selling in: United Kingdom

Reactivating your seller-fulfilled listings

If your seller-fulfilled listings have been deactivated, you can appeal for their reinstatement by following the steps below for the respective metric.

Valid Tracking Rate

  1. How do I restore my seller-fulfilled listings in the affected categories?
    • To restore your seller-fulfilled listings, send a plan of action that explains:
      • The root cause(s) of not providing valid tracking numbers.
      • The actions you have taken to provide valid tracking numbers.
      • The actions you have taken to provide valid tracking numbers.

  2. How do I send the required information?

    Submit this information via email to op-pso-vtr-appeals@amazon.co.uk

  3. Have your seller-fulfilled listings been deactivated in error?

    If you believe there has been an error, please submit an explanation on the above email-id. Your explanation should include the following information:

    Evidence or examples that demonstrate that your account complies with our Valid Tracking Rate policy.

  4. What happens if I do not send the requested information?

    If we do not receive the requested information, your seller-fulfilled listings in the affected categories will remain deactivated.

    Note: We're here to help. If you have questions about Valid tracking rate policy or information requested above, contact us. Additionally, go through this Help page to find assistance creating a plan of action.

    You can view your account performance here or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

Order Defect Rate

  1. How do I reactivate my selling account?
    • To reactivate your selling account, send a plan of action that explains:
      • The reasons for the issues contributing to your Order Defect Rate.
      • The actions you have taken to resolve the issues contributing to your Order Defect Rate.
      • The steps you would have taken to prevent the issues contributing to your Order Defect Rate going forward.

    Review your orders to determine the cause of the issues. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your Order Defect Rate by visiting the following links:

    • To learn about how to appeal A-to-z Guarantee claim, click here.
    • To learn about removing customer feedback, click here
    • To learn about chargeback claim, click here

  2. How do I send the required information?

    Submit the information by following the instructions in the banner on the top of your Account Health page. To visit Performance notifications page click here.

  3. Has your account been deactivated in error?

    If you believe there has been an error, please submit an explanation by following the instructions in the banner on the top of your Account Health page, and you will hear back from us via email. Your explanation should include the following information:

    • Evidence or examples that demonstrate that your account complies with our Order Defect Rate policy.
    • Additionally, you can also get help creating a plan of action by visiting here.

    Note: We’re here to help. If you have questions about Order defect Rate policy or information requested above, refer: Appeal an account deactivation or listing removal

    You can view your account performance here or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

Cancellation Rate

  1. How do I reactivate my selling account?
    • To reactivate your selling account, please send a plan of action that explains:
      • The reasons for higher than expected cancellations.
      • The actions you have taken to resolve higher than expected cancellations.
      • The steps you have taken to prevent higher than expected cancellations going forward.

  2. How do I send the required information?

    Submit the information by following the instructions in the banner on the top of your Account Health page.

  3. Has your account been deactivated in error?

    If you believe there has been an error, please submit an explanation by following the instructions in the banner on the top of your Account Health page, and you will hear back from us via email. Your explanation should include the following information:

    • Evidence or examples that demonstrate that your account complies with our Cancellation Rate policy.
    • Additionally, you can also get help creating a plan of action by visiting here.

    Note: We're here to help.

    If you have questions about Cancellation Rate or information requested above, contact us.

    You can view your account performance here or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

Late Shipment Rate

  1. How do I reactivate my selling account?
    • To reactivate your selling account, please send a plan of action that explains:
      • The reasons you have been unable to ship on-time, whether it has to do with your own operations or disruptions outside your control.
      • The actions you have taken to resolve late shipment confirmations.
      • The steps you have taken to prevent late shipment confirmations going forward.

  2. How do I send the required information?

    Submit this information by following the instructions in the banner on the top of your Account Health page.

  3. Has your account been deactivated in error?

    If you believe there has been an error, please submit an explanation by following the instructions in the banner on the top of your Account Health page, and you will hear back from us via email. Your explanation should include the following information:

    • Evidence or examples that demonstrate that your account complies with our Late Shipment Rate policy.
    • Additionally, you can also get help creating a plan of action by visiting here.

    Note: We're here to help. If you have questions about Late Shipment Rate policy or information requested above, contact us.

You can view your account performance here or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

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