Account to be deactivated after 24 hours if no POA is submitted update
I have just had a phone call from amazon rep regarding my ODR which is at 4.55%. Please see related post, https://sellercentral.amazon.co.uk/forums/t/what-to-do-with-this-a-z-claim-that-about-to-loose/181659
I am urgently required to provide a POA within 24 hours, but i do not know how to deal with this.
Dear Seller,
Thank you for speaking with us about your selling account.
As we discussed, more than 1% of your recent orders have resulted in $[INSERT MAIN ODR DRIVERS: negative feedback, A-to-z claims, service chargebacks]. Your account will be deactivated in 24 hours if you do not address these defects.
I have just 2 negative feedback and this current A-Z claim, this year. My sale is down {80%} since late October, hence not able to clear the ODR. I am afraid submitting a standard, it was all my fault and i have changed we work, may not work.
Any better ideas?, Thank you in advance.
44 replies
Seller_EJIX7rqDNQJi2
Since you answered the phone call, you can completely avoid having your seller account suspended by submitting a good and easily readable appeal.
If all the defects complained solely about issues related to delivery (late-receipt and non-receipt), then you will need to increase each of your product’s Handling Time by at least 2-3 days, select a longer shipping range if possible, process all current orders and then mention it in your Plan of Action.
Here is an example appeal to address a suspension due to Order Defect Rate exceeding the targets. You can write a similar one using your own words. But keep it short and clear:
Seller_YhUgB46MiwUNf
Hi Mikeonthewall
I too went through this recently with just a 2.88% rate… These buyers can really hurt you if they submitt negative feedback. Mine was for 2 INR and despite me sure they had received them i had no proof of delivery to fight my corner.
The POA supplied by Kika will work as he also helped me and is a fantastic community member and very reliable
make sure you email seller-performance@amazon.co.uk and you will get an automated email saying they have received your email. once it is reviewd (with mine within the hour) you will then get an email like this
Dear, Your Amazon account is now reactivated while still under review. A reserve equal to your gross sales amount for the preceding 14 days will apply while your account is under review. What are the details of the funds reserve? Based on your order volume, the amount of the reserve may change daily. This reserve amount shows as your Unavailable Balance in your Payments Report in Seller Central. When your account balance exceeds this reserve amount, you will be able to transfer funds based on your settlement schedule. You can view the details on the Payments page in the Reports section of Seller Central at https://sellercentral-europe.amazon.com/gp/payments-account/settlement-summary. What’s next? Please continue to ship orders and only list items that you can send by the expected ship date. We will send you an email when our review is complete
you will be on a money reserve for a few weeks but at least you will have your seller account re-activated
Seller_LLygqW19Oi1pq
Here is amazon response to my plan of action.
Dear
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root cause(s)
– Greater detail on the actions you have taken to resolve
– Greater detail on the steps you have taken to prevent
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
How do I send the required information?
Submit this information at https://sellercentral-europe.amazon.com/cu/contact-us.
What happens if I do not send the requested information?
If we do not receive the requested information within 14 days of the original notification, your account will remain deactivated.
POA sent is from KIKA, just few words changed to reflect my situation.
Seller_8PqdYLL8nb4uF
Hi Kika,
I totally understand.
Thanks for the great advice, it is always very helpful
Seller_NLb0en1uOizIU
Hey Mike,
Try and email the customer explaining what your issue is, not sounding too desperate and ask them to remove their complaint - offer a full refund if they don’t already have one or a discount vouchers as a way of saying thank you.
This once worked for me last year.
All the best,
Mario
