Amazon Amazon Seller account is blocked, sea cat cross-border tell you how to appeal

Suddenly one day, you receive Amazon Amazon's notification that your account has been removed from the sale right. You'll be quick to log in, read Amazon's notifications and see if it's God's horse. After reading you will suddenly realize, OMG, spread the big event, account was sealed!

In this case, the seller can first come to pack hot strips calm and calm. And only to calm down, to further save the account.

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First, the main reason for the closure of the account

"Account is blocked" is the status of "account freezes", not the account is dead. In general, Amazon will not be idle to do nothing to seal your account. There must be a reason. The reasons for being blocked, generally have the following types:

1. Poor account performance

Amazon set four performance indicators for sellers, the order defect rate (ODR) <1%, pre-delivery cancellation rate <2.5%, delayed rate <4%, effective tracking rate >95%. If some of the indicators of the seller's account do not perform well, may receive Amazon's warning, but Amazon will give the seller the time buffer period to improve, and then the store is audited, but if after a long period of time, the seller's performance indicators are special slag, or no improvement, then by the Amazon sealed account, That's not surprising, either.

2. Violations AmazonPolicy on the banning of goods

Sellers illegally on the shelves Amazon banned the sale of products. Some sellers will violate this policy, may be a novice seller, do not know the Amazon ban on merchandise policies.

3. Violations AmazonSales Policy

Including related, infringing, selling imitation goods or selling fakes. Regarding the association, if the same site multi-account operation, the existing account linked to an Amazon closed account, it is easy to be blocked, and infringement, sell imitation goods or sell fakes, is a violation of intellectual property rights, once the authorized sellers or brands and buyers complained, it is also easy to be sealed shop.

Ii. How to appeal

Sellers have been on such a big deal, it is useless to say how to make the account alive is the most important. So, sellers need:

1. Find the real reason why the account is frozen

The reason for the closure is that the account performance issue is a violation of Amazon 's policy issues. In general, Amazon will be in the mail to remind the account of the reasons for the closure, but also will not be too thorough, it is necessary for small partners to open their own brains to understand. and sellers run their own stores, it should be easy to understand what Amazon is talking about. Sellers can view the performance indicators of their own stores, or view the one or two-star feedback record, or a previous dispute claim, and so on, to find the real reason for the closure of their store. and to carefully analyze these reasons.

At the same time, Amazon will be in the mail to guide sellers to complain to restore their store sales rights.

The opportunity to appeal is generally only one time, and the seller may be able to return the account through the complaint. Therefore, the seller must be careful to prepare for the complaint.

2. Write the content of the complaint

Before a formal complaint is made, it is suggested that the seller may first prepare the content of the complaint. About the appeal letter to be involved in the content, the small part also made the following collation:

1) The attitude is very important, the seller in the use of written language expression, do not have a personal resistance mood.

2) Find the direct cause of the closure of the account, and analysis of the reasons for the cause of customer dissatisfaction, the factors, open-minded to admit their mistakes and deficiencies. At the same time it does not have to do with the store-related problems.

3) If the seller analyzes the reason for the account being blocked in the email, provide the details and accurate data as much as possible.

4) Sellers should make an effective improvement plan to ensure that no similar things will happen in the future. This program should be as detailed as possible, but also targeted and operable, do not arbitrarily apply the template. To make Amazon feel that you are sincere, I believe you will have the determination to change the business, will continue to provide quality services to buyers, adhere to the platform policy, not perfunctory.

5) Sellers should also mention the expectation of thawing the account and write out the corresponding store development plan.

Sellers in the formulation of the content of the complaint, it is best to point out the content of the complaint, so that the expression will be more clear. After the appeal is not urgent to submit the complaint e-mail, should be called the English more powerful small partners, together to see if there are grammatical errors, language expression is accurate, the content is detailed enough. After confirming that there is no problem, proceed to the next complaint.

3. Avenues for redress

1) sellers can login to seller backstage https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html, click Performance Reminder Performance Notifications, find the Amazon notification account was blocked in the mail, click on the "Appeal decision" appeal button, the prepared complaints are written, written into the re-submission of the mail.

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2) If the seller cannot log in to the seller center, it can use the registered email address to send the complaint to Amazon 's [email protected] mailbox.

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4, focus on email reply and background notice (Notification)

After the seller issues the complaint, Amazon will generally respond within 2 business days. But because of the time difference, China faster than the United States 12 hours, so the sellers will be patient, but also do not wait, in addition to closely follow the registered mailbox, but also in accordance with their own written in the letter of the improvement Program, try to improve some of the existing problems.

If Amazon has not replied for more than 2 business days, the seller can send an email again asking if Amazon has received its previous complaint. If Amazon replies that your plan isn't complete, then add it. In general, if the situation is not particularly serious (repeatedly tort), Amazon is not too difficult, will receive the seller's complaint email, the seller to restore the sale rights. However, if Amazon explicitly responds to the seller's refusal to restore the account, I'm sorry, the seller's account went to die completely.

Third, case reference

The above is the process of how to appeal the seller account after being sealed. Different sellers shop, the reasons for the closure are different, the appeal results are not the same. Here are a few examples, we can make reference.

1, the account index problem causes the seller account to be sealed

1) Excessive order defect rate causes the account to be blocked

Case: Buyer complaint product in kind and description does not match

Solution: The seller should take the initiative to remove the image is not real, product details are not detailed real SKU. It is necessary to mention in the application program that you have realized that the picture and text description of a specific category SKU is not complete enough to provide the customer with complete product information. In the improvement scheme, the seller can promise that he has re-photographed the product picture, and re-check the product weight, size and other parameters to ensure that the products on the shelves are using real standard pictures, and more detailed real description, and to ensure that the damaged or defective inventory products are removed. At the same time, the seller after the submission of the appeal scheme, but also to implement the improvement of the plan, and contact with a bad review of buyers to try to improve the evaluation.

2) High delay rate causes the account to be blocked

Case: The buyer complained that the payment was delayed after the delivery

Scenario: The seller needs to check the orders that have been paid, and may find that there are multiple orders not yet operational. In the grievance scheme, the seller needs to realize that the expected delivery time is too short and does not conform to the actual operation, causing the buyer to remind the shipment to express guilt. In this regard, the seller in the improvement Program, need to mention that they will be in the offer in the handing time option to modify the estimated delivery days, in the future will strictly control their delivery times, and the first time after the shipment to notify the buyer.

3) The cancellation rate before the delivery is too high cause the account is blocked

Case: Buyer complains to Seller for no reason to cancel order

Scenario: Sellers need to check inventory and delivery process and may find that SKU inventory is untrue. In the seller's grievance scheme, it should be mentioned that the warehouse inventory and platform inventory does not match the situation, resulting in the buyer can not deliver after the order and reflect on themselves. In the improvement program, the commitment will be regularly in the future inventory counting, the same product of different colors of the SKU to do inventory monitoring, and the inventory quantity set a cordon, once below a certain amount of procurement, and to prepare sufficient time for procurement.

4) Effective tracking rate is too low resulting in an account being blocked

Case: The buyer complained that the seller provided the courier number can not effectively track the package

Scenario: The seller needs to re-locate the order number of the buyer's complaint, and may find that the international logistics Company provides a tracking information. In the solution, the seller should make it clear that because of the objective reason why the efficiency of the international logistics company is reduced, the buyer cannot track the logistics information, but has already contacted the International logistics company to keep track of the latest situation, to ensure that the customer will receive the product within the expected time. In the improvement program, it is mentioned that international logistics companies with better logistics services will be selected to cooperate and, if necessary, can also mention the use of FBA shipments to enhance the user's shopping experience.

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2. Violation of Amazon's policy on prohibited goods has resulted in the account being sealed

Case study: Selling restricted-grade books and magazines banned by Amazon

Scenario: If the seller is a novice, must be in the mail to indicate that he is a novice, just open the shop for Amazon policy understanding is not enough, but after receiving notification of the account, has been re-learning to understand the Amazon on the ban on merchandise policy, and re-examine the store shelves of products, To ensure that the banned listing that have been deleted (which can be specific to which category of products, the quantity is), let Amazon feel that you have corrected your mistakes and will abide by Amazon's policy of banning goods.

3. Violation of Amazon sales policy causes the account to be blocked

Case: Because of an association issue to an account that has been killed by Amazon , the sales permission is removed

Scenario: Anti-correlation has always been a key to ensuring seller account security. In the previous article "must read Sellers | How to prevent Amazon Account Association?" is mentioned in the report. If a seller's account is linked to an account that has been permanently removed from the sale by Amazon, it will also be easy to seal the store. For such complaints, it is generally difficult to succeed, sellers do not have too much hope.

Amazon Amazon Seller account is blocked, sea cat cross-border tell you how to appeal