Hello,

Account Health scores may be a good idea, but not if Amazon cannot action correctly, as nearly always seems to be the case.

It needs proper human involvement to resolve matters. The Account Health Team only tend to advise, they should also be able to action and resolve a matter.

The general Amazon thought of: a Seller is Guilty until proven innocent, and every Buyer is a Saint and cannot tell a lie, needs to be changed.

A couple of examples, we have spoken with Account Health:

Policy violation warning - Account Health’s advice is admit you are guilty and Amazon are always right, so the Bots are correct and move on, and the Account Health will improve. When you point out the Bot is wrong (or if the report was from a vindictive Buyer), then they more or less say impossible to win an Appeal, even if we are right. The Bot or Buyer is always believed over a Seller. So, either wait 180 days and hopefully it should fall off the system, or admit liability (even if that is incorrect) and hope no other issues in the next 6 months, as you admitted you were in the wrong.

Suspected Intellectual Property Violations - It uses the word ‘SUSPECTED’ – but then counts against the score. So really means: ‘Guilty of Intellectual Property Violations’ unless you can prove yourself innocent, and not the other way around, as it should be under British law.

The other day the Bots said they found ‘Sony’ mentioned in I think 11 old listings, some of which had no stock for many years. So, then show as repeat offender. Cases: 9679636532 and 9696870552 .

Sony was not in the title, so no intention at all to defraud, but helpful information in the bullet points, eg saying to ‘connect to a Sony Xperia Phone’ or something similar. Which was the accepted terminology of Amazon in the last decade. More recently wanting the term ‘Compatible with Sony Xperia Phone’ – It means the same thing, I am sure Sony do not care, and it is helpful for a Buyer of a Sony phone to know the speaker worked with their product.

We then try and find the ‘offending’ term of ‘Sony’ but NOT in our inventory, the word ‘Sony’ was not there (had removed previously by us). However, Account Health said: on the back-end system as it accepts contributions from all Sellers, it was still showing! – Told to get SS to resolve, which they are useless as always. In the end deleted/closed the listing, but still logged against our Account Health. It means though anyone with that item cannot sell it until resolved, and SS will not resolve now we closed the listing (surely they should still rectify if they want it changed and impossible for a Seller to alter).

Really, there should be a time limit for Amazon to show as a violation after the 'offence' was committed. If it was accepted as being ok on a listing on Amazon previously, then by all means ask to change, but should not count against any Seller (we had some before counting against us, and we did not list the item, selling on an existing listing as told to do. I think one listing went back to 2007 and all ok until 2023, and others where they say Brand Registered, and no one can alter the listing, so cannot sell that item on Amazon, which again if a Seller can prove it should be altered, that should over-ride Brand Registry).

Will Amazon fix their errors, well Amazon think they are perfect, so of course not.