Account suspension why do i have to beg amazon for reinstating my account
good day amazon sellers ,
i am so frustrated, i have been selling with fba for a while and had my amazon account for many years now , before xmas amazon sent me 6 Asin numbers that customers left reviews suggesting the imagery was mis-leading the product they received. I changed the description of the listing to include that the customer would only receive the 1 item in the colour the listing was for but i left the main image of showing all 4 colours of the item (Tommee Tippee First Cup) … A couple of customers thought they were going to receive all 4 colours as in the image and left the reviews. 27th December i was driving and my phone went off with a call from Milan, not engaging with bluetooth i was unable to take the call and it was Amazon calling from Italy. The same day my account was suspended since then its been a nightmare getting reinstated , 3 Action plans and they are still not happy asking for ‘greater detail’ and how i can avoid it happening again. Seriously there is only so many words i can use to say i will change the image and that will resolve the problem ever happening again and in the future listings but its simply not enough i have uploaded all relevant invoices of suppliers and main manufacturer’s that we have accounts with and Seller performance won’t accept my submission as good enough to be reinstated. I feel that they literally want me to beg them to allow me to sell on Amazon and reinstate my account otherwise everything i have provided would be acceptable right ?.. 12th day now of going round in circles of trying not to be totally frustrated and Amazon putting me to back of queue but literally i have opened and re-opened at least 20 cases and i get the same automated email back… We sell 95% of our stock at fulfillment level and out of 681 listings they have 6 to sort out with me and yet nothing , i keep asking for a phone call of which i thought as professional seller i should get or a live chat feed but nothing only silence and emptiness at the end of electronic robotic emails. At one time they would be happy to help but no more … Whats happened Amazon ??? thankyou for allowing the rant but my business is going down the drain and i don’t know how i will pay wages this week …
54 replies
Seller_72Sy9T6sEfmjl
You knew the problem was with the image but you chose to ignore it and keep the image in place.
I would have thought the changing the image rather than the description was the way to go especially as people buy based on the image.
Seller_mQzM8i0mkBUO3
kiki will be along in a minute i except to help
she will probably need the email received to be posted up and she will probably suggest deleting the listing thats affected after so many failed attempts on your POA so it may help to post the email received so she can get going for you
Seller_iBrSIJDZKlsXi
Firstly, as much as it is easy for us to say, YOU NEED TO CALM DOWN and stop reopening the cases with SS as this will not speed up the process.
Next thing is, if you want other sellers here to help you, you will need to copy here your original suspension email, along with your last POA and amazon response to this.
BEFORE you will start pestering performance team, LET OTHER SELLERS HELP YOU HERE.
We all (or most of us) been in your situation in past and we got through that, but in order to achieve that you need to stop panicking as much as it might be hard to do so, but trust me, your situation isn’t too hard to reverse, but certain steps need to be done in order to get you back up and running
So take a deep breath, let us see your communication with amazon and we all will be more than happy to help.
Seller_Rds42gzScDQFa
My wife purchased some rubber cake tin liners from a seller in China, the ASIN is B076P6RT63 SODIAL® Silicone Mould Bakeware 26cm/10inch Round Cake Form Baking Pan Blue and green colours are random. The listing shows two colours green and blue, she received a green one. I guess she could have complained that she expected to receive one of each colour and had herself a refund for not as described, but then she is a reasonable person and not a scammer and reads product descriptions correctly.
My guess is that you’ve sold to some scammers who aren’t reasonable and who are out for a refund and to screw you over, Incidentally, she was so pleased with this product she purchased another. I guess you’ve just been unlucky.
Seller_DXdNeV8CXfQ6b
For the ‘Used Item As New’, it’s worth checking the FBA Inventory Events view to see if they (Amazon) accepted a return and deemed it re-sellable. These get added back to inventory and could be the cause of that complaint?
For the images, it is against the image guidelines to show, as the main image, anything other than the item that the Customer would expect to receive. Some props are allowed (eg a glass may show liquid inside) but you can’t show anyone holding the glass (model in shot) or any extra items not included (a placemat, coaster or even a straw or spoon could be ‘misleading’)
Seller_EJIX7rqDNQJi2
So, I have checked your long posts and I would like to ask if the notice which you received regarding the “Used sold as new” complaint is the actual suspension notice, because this is not in a fact a suspension notice.
It is something which I received in the past and doesn’t immediately suspend your account:
“What happens if I do not send the requested information?
If we do not receive the requested information, and you do not resolve these concerns within 10 calendar days, we may deactivate your Amazon seller account.”
Did you ignore the original notice without taking any actions for 10 days? From the Amazon’s response I can tell that you were communicating with the Account Health Team and in order to be able to contact them, you must have either received or missed a prior phone call asking you to submit a POA within 24 hours or your account will get deactivated.
The correct suspension notice should start like this:
“We attempted to reach you by phone today to discuss complaints we’ve received about the condition of the listings below. As a result of these complaints, your account has been temporarily deactivated. …”
So, you should post the actual suspension notice.
“Used Sold As New” complaints normally aren’t difficult to appeal, unless you repeatedly ignored Amazon’s warnings which I suspect to be your case.
Here is a thread which I wrote about appealing this kind of complaints. I would advise you to check it out and use it when writing your POA, because your current appeal isn’t good and won’t be accepted.
Appealing “Used Sold As New” Customer Product Condition Complaints.
Seller_5C7F2rvYCvJgT
I have an image on one SKU which shows a far out view and then a close up in the same image - there is a note next to the item in inventory management that the image needs to be changed to a single item.
So after seeing this thread I uploaded a new image - and Amazon didn’t accept the catalogue adjustment! So what is the policy? Very unclear.
Seller_rADyEw7HJGpKI
Hi Please could i have some help 10 years ago i had a seller account i was rushed in hospital where i spent a few weeks and i didn’t send out 2 books . i have recently tryed to start selling agin to find my account has been suspended i am dyslexic and i find it hard to write the the appeal letter so i would like to talk to somebody at amazon to help me i am only going to be selling parcel bags could anybody give me any advice please.
