Need Help: Amazon Account Suspended due to Order Defect Rate

Hello fellow Amazon sellers,

I hope this message finds you well. I wanted to share a recent issue I've been facing on the Netherlands seller platform and seek some guidance from the experienced members of this community.

For the past few weeks, my seller account has been suspended, and I believe it's due to my Order Defect Rate, which currently stands at 16.67%. This rate is particularly concerning for me since I have a low volume of sales, and even a single defective order can have a significant impact.

To reinstate my account, Amazon has requested that I upload proof of successful product deliveries or ensure that the tracking information I've provided is accurate. Let me provide a bit of background to shed light on my situation.

We are relatively new sellers and have been experimenting with our product catalog.

Two months ago, we had a different set of products and unfortunately experienced three order defects (that 16.67% mentioned earlier). To prevent further issues, we temporarily closed our store to renew our catalog and remove those problematic items. We resumed selling about three weeks ago, now featuring a totally new catalog. In the first week post-resumption, we managed to sell three items. These were purchased on Amazon.com and resold on Amazon.nl.

However, after less than a week, our account got suspended. It's important to note that these items were dispatched and delivered on time, without any customer complaints. In response to Amazon's verification request, I provided the same explanation given to you and attached receipts for the three post-renewal sales, provided by Amazon itself. The attached tracking numbers clearly indicate our customer's address.

I found myself wondering, how difficult could it be for Amazon to verify the delivery of products they themselves handled? Despite my efforts, I received an email stating that the information I provided was insufficient to reactivate my account. I've tried reaching out to Amazon customer support multiple times, asking for more specific details on what went wrong and what steps I should take to resolve the issue. However, their responses have been vague, along the lines of "you need to upload new information" or "the provided information is not sufficient."

This brings me to my request for help from all of you. Has anyone else faced a similar situation? How did you manage to resolve it? Could you offer any advice on what steps I should take next? Your insights and experiences would be greatly appreciated.

Thank you for taking the time to read this, and I'm looking forward to hearing your thoughts and suggestions.

Best regards,

Marco