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Amazon.com: ODR Suspension / Appeal / Reactivation
Hello,
I will really appreciate if you read and point me where i am wrong with my appeals. Any suggestion would be helpful. I searched for the same cases both to US and UK forums but now it’s seems I need help for my next appeal. Thanks in advance and I am really sorry for my bad english 
Original suspension notice:
Dear ,
Your Amazon seller account has been deactivated. Your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.
Why is this happening?
Your order defect rate exceeded the target of 1%. Amazon’s Order Defect Rate Policy can be found at (https://sellercentral.amazon.com/gp/help/200285170).
How do I reactivate my account?
Please review your orders to determine the cause of the defects. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links:
– Appeal A-to-z Claims: (https://sellercentral.amazon.com/gp/help/G202041210)
– Request removal of seller feedback: (https://sellercentral.amazon.com/gp/help/20231)
– Appeal Chargeback Claims: (https://sellercentral.amazon.com/gp/help/G202145040)
Additionally, please send a plan of action that explains:
– The root cause(s) of the A-to-z claims, negative feedback and service chargebacks
– The actions you have taken to resolve A-to-z claims, negative feedback and service chargebacks
– The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward
Second Appeal:
Last notice from Amazon:
0 replies
Seller_EJIX7rqDNQJi2
It looks like you were suspended due to your account’s Order Defect Rate exceeding the 1% target. The defects were caused by negative feedbacks and A-Z claims complaining about the receipt of defective, damaged and materially different items.
Unfortunately, this appeal will not work. It shouldn’t focus on specific orders but talk about the issue in general.
Here is my thread with instructions about appealing Customer Product Complaints, which includes points about not as described items:
Also, if you would like to see an example Plan of Action addressing ODR issues, here it is. You can write a similar one based on it and then post it here for feedback. Don’t copy entire sentences but use your own words:
Seller_BCjYcXcaMHt7B
Thank you for your suggestions Kika. I will post my appeal here before I submit it again.
Seller_BCjYcXcaMHt7B
Hello. This is my latest POA. Please, review it before I submit it to Amazon. Thank you again for your help.
Dear Amazon US Seller Performance Team
Thank you for providing us with the opportunity to appeal our seller account’s suspension due to exceeding the target 1% of Order Defect Rate.
Description of the issues that caused the complaints
- We didn’t provide efficient solution in the customer’s return request.
- We didn’t double check our active listing for wrong images or incorrect descriptions.
The steps we have taken to resolve the issues
- Immediately we authorize return request and we respond to the buyer messages in a timely and professional manner to resolve the issue to their full satisfaction.
- We request feedback removal and the negative feedback has removed.
- We reviewed all active listings to confirm that the products we sold are exactly the same as the Amazon’s lists.
- We have opened one of our sealed brand new products from our stock, same product that we received complaint, to confirm that we send exactly the products as seen on the Amazon images. The box and the leaflet have property describe the products.
The steps we have taken to ensure that similar complaints won’t happen again
- We will continue purchase brand new products only from manufactures or official representatives.
- We will continue monitor all active listings for possible changes to ensure that they match with our stock products.
- We will continue authorize immediately and offer efficient solutions to the return requests.
- We read carefully the Amazon’s policy about product detail page rules, link here: (https://sellercentral.amazon.com/gp/help/G200390640).
Thank you for taking the time to review my appeal and we looking forward to continue to selling on Amazon
Sincerely,
Fotopharmacy.
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