Account Suspension Misuse of Sales Rank and Search and Browse

Hello,

Account got suspended for misuse of Sales Rank and Search and Browse. After speaking to Amazon health specialist, I was told that the suspension happened because of large amount cancelled order that made Amazon believes that I made them on purpose to manipulate my sales rank. Over the almost 3 month period I got 7.6k cancelled orders from 2 ASINs. Someone was buying and cancelling our item within the small window which allows buyers to cancel their order without a need to contact me, so I did not notice large number of cancelled orders. We have explained Amazon that this is not our fault, but I am not able to proof that the orders were made not by me, as we are unable to see any buyer details. I assume it was done by the competitor.

This is what I wrote in our 3rd appeal and I have received our 3rd rejection. Please advise what to do. We did not ask for any reviews nor feedback. Never used any bots to make fake orders.

Dear Amazon Seller Performance Team,

Thank you for providing me with the opportunity to appeal my seller account’s suspension due to violation of sales ranking policies, search and navigation functions. I understand that Amazon takes failures to comply with their requirements very seriously and I would like to share with you my Plan of Action in which I explain what I have done to resolve the issue and what I will do to prevent it from happening again.

Issue that has caused the suspension:

-We found evidence of attempted sales rank manipulation. Without our knowledge hundreds of orders were placed for ASIN B089SWBSRD and ASIN B086MBL848 but then typically cancelled within minutes. We did not place any of these orders. Reviewing the sales order data, we can see these fake orders were started after we added our offers to these listings. We can only assume another seller was doing this manipulation to interfere with our sales on the listing. All fake orders were then quickly canceled by the buyer and we hadn’t even seen them as pending in our account.

-Over the past few months, our number of cancelled orders has increased significantly. I failed to properly address these issues in a professional and timely manner.

-Due to my inexperience as a seller on Amazon, also the ongoing COVID-19 epidemic made it difficult to track the rate of cancellation orders.

-Number of customers have bought and later cancelled a large number of orders from specific ASINs without contacting us about any occurred issues.

-We have not reported this issue to Amazon Seller Support in Italy on time

What has been done so far

-We did not place these orders and do not know how they were able to do this so many times. I can’t imagine someone placing those orders manually at such regular and consistent intervals. We suspect they may have been using some type of software.

-I have reported the issue with cancellation orders

-I have reported a listing violation

-I shipped all remaining and pending orders received up to the suspension notice immediately.

• All customer messages have been answered, return request authorized, processed and any concerns resolved to the maximum customer satisfaction.

-All listings offers, where we have experienced a large number of cancelled orders have been removed.

The steps you have taken to prevent sales manipulation going forward:

-I have carefully read the “Prohibited Seller Activities and Actions”, the complete policies and Agreement section on Amazon. The above actions were in violation of “Misuse of Sales Rank” and “Misuse of Search and Browse”.

-We plan to regularly review (every day) our “Canceled” orders to monitor for any signs of fraudulent activity to any of our product listings or sales processes. If there are any abnormalities these will be reported to Seller Support immediately so Amazon is aware someone is trying to manipulate the sales and potential rankings of a product.

-For any order, we shall not cancel an order placed by any buyer unless they have messaged us through Buyer-Seller Messaging Service using the Standard cancellation process. We have not in the past and will continue to abide by this policy.

-We shall strictly continue to adhere to the policy of not purchasing our own product nor have family or friends purchase our products.

-I will report all suspicious activity related to abnormal amount of cancelled order in timely manner to Amazon

We will not violate any Amazon policies. I believe that these solutions are effectively addressing the problems noted by Seller Performance in my suspension notice.

Thank you for taking the time to review my appeal and I am looking forward to continuing selling on Amazon.