Million Dollars Business Suspended. Amazon Weasels ! Help!

[shalomcity]

Got this message.

Hello from Amazon,
>
> We are writing to let you know we have removed your selling privileges,
> canceled your listings, and placed a hold on any funds in your seller
> account. Any new selling accounts you open will be closed.
>
> We took this action because our reimbursements team found that multiple
> shipments contained recurring errors. We found that your shipping packages
> contained fewer quantities from what was expected, resulting in shipments
> with shortages which were later reimbursed.
>
> As a result of these violations against FBA policy, your account has been
> temporarily suspended.
>
> If you do not submit a viable plan of action within 17 days, we may cancel
> your listings and hold any funds in your seller account up to 90 days.


Then another message over them pulling back 10 fba reimbursments. The thing is they really did lose the product most of them. One or two the items got crossed. Is my account doomed? How should I appeal? Please help? I have great metrics 100k a month in sales! I have appealed. Called Seller support ten times. This happened on Friday. Seller Perfromance has said their reviewing the account. They have pulled 12k in FBA reimbursments back. What should I do bombard Seller Performance? What do you think?

[elmo]

Just appeal and give them a resolution that addresses the issues you were having. They just want to hear the proper steps are being taken to fix whatever underlying issue there was. Nothing fancy, just give them exactly what they want to hear and resolve the problems

[jeffweico]

You have to explain to them how the problem happened and what steps you will take to make sure that the problem does not happen in the future.

Amazon is all about the customer experience. If you send packages to FBA that are short items, then it becomes a customer service and a liability issue for them. Amazon is profitable because of the automation and that problem creates the need for human intervention, which is expensive. Not to mention, if you have been paid for the items, then Amazon is left holding the bag for reimbursing the customer.

They probably would not have suspended your account if this was ONE box, but if multiple boxes are short it looks like your packing is either sloppy or intentional. You have to convince them that this was an honest error and that you have taken steps to make sure it does not continue to happen. What you DO NOT want to do is send them an email saying "it is all Amazon's fault and then the shipping company was at fault and God must not like me". You have to take responsibility here and fix the issue.

The GOOD NEWS is that your sales are $100k per month, so they collect a significant amount of fees from you. That means that they will most likely at least give your appeal serious consideration. Given that the suspension is TEMPORARY and your sales volume is so high, I think your chances are excellent of being reinstated if you take responsibility for the issue and fix it.


Good luck!