Advice on Amazon account suspension please...

[Julesindahouse]

I know this is a common thread,but really need your help.

I had a lousy month. Prior to this had always been just under the 'excellent' seller rating (1 neg, 8 neutrals, 279 positives) giving a 96% rating from 2516 orders.

I have had an issue with 5 x A to Z claims filed recently, 4 of which were AFTER I had agreed to take the goods back (and none were ever actually returned). In the 5th case I sent a replacement out by Recorded Delivery and this still was not delivered (though I have the tracking number and the receipt). 1 of the cases was clearly a fraudulent buyer and was found in my favour.

This has lead to a 1.81% short term ODR (6/332) and a 1.04% long term (5/483)...and a suspension with option to appeal.

5 of the 6 are A to Z and 1 is a neg which the Buyer will change in the next day or so as was resolved.

Once changed, this will give me a long term rating of < 1% ODR and a short term of 1.5% (based on the period measured) or 1.2% (based on recent, higher sales)

SO...before I send my appeal, should I:

Wait for the Neg to amend this to positive and / or
Add tracking details for the last 60 days of sales and / or
Email the customers from the last 60 days asking them to leave positive feedback?

And...any other advise on appeals gratefully received.

THANKS FOR TAKING THE TIME TO READ - IT IS REALLY APPRECIATED.

[rsot]

First wait for the neg to change to positive. Tracking details may help.

How many customers would you have to e-mail if you did ask?

[mufc365]

As long as your performance improves you have nothing to worry about.

This happened to me too. Usually amazon want a plan of action on how you will address the ODR that is below their requirements.

As your sales increase the ODR should reach 1% or less sooner rather than later.

All the best with your appeal

[Julesindahouse]

Many thanks to both of you. I have got the neg removed and it has disappeared from the short term view, though still appears in the long term one. Assume it will go in the next 24 hours.

There are 588 orders in the last 90 days so will email them all tonight then send my appeal. I have added tracking details for the last 30 days so this may help my score.

One other question....3 of the A to Z were raised after I had accepted the Return request and none were ever returned. As the Buyer is only suppose to raise an A to Z if communication breaks down, will this stand in my favour?

[Gamefreak]

why are you having so many returns and how you are going to address that issue is what amazon will be looking for in that appeal.

5 a-z claims is a lot.

[rsot]

Originally Posted by Julesindahouse

One other question....3 of the A to Z were raised after I had accepted the Return request and none were ever returned. As the Buyer is only suppose to raise an A to Z if communication breaks down, will this stand in my favour?

A-Z claims do damage regardless of when they occur...unless (from what I have been learning) you can blame it on FBA service use of Amazon

[ovidiu]

Rsot I don't believe A to Z claims are possible with FBA. And 5 claims is awful, ONE claim is enough to suspend a new seller account for good if the buyer is really pissed. I filed a claim on the rudest, threatening SOB of a seller you could imagine and forwarded her rants to Seller Support, permanently suspended within 2 days.

[mufc365]

It will still count as part of your ODR unfortunately.

However make sure you include this in your appeal. State that you regret having the A-Z claims and you did your utmost to resolve the issues with your buyers. You did effectively accept a return so the A-Z was not necessary.

And gamefreak these things happen. The op did not ask for so many returns. Depends on product sold and sometimes you get fraudulent buyers looking to take advantage.

[mufc365]

@Ovidiu not necessarily Amazon like to give you a chance to improve. It depends on the % of the ODR. The further away from threshold of 1% the less likely your chances of reinstatement are.

It depends on your plan of action and if they genuinely think the seller can meet buyer expectations in the long run and over a sustained period of time.

2 of my stealth accounts fell below the ODR and Amazon gave me a chance.

[Julesindahouse]

Thanks all for the advice. I really do appreciate it.

Am currently sending 600+ Feedback request emails with strong coffee to keep me going. I sell consoles, phones and games so there is definitely a small element of fraud. It is odd that most of the A to Z items were never returned and I wonder if it was a ploy to get a refund?

That said, I have not been checking that everything works 100% before posting (have trusted that my supplier would do this - clearly not) so have committed to better testing before listing.

Current ODR levels = 1.36% (5/368) short term and 0.82% (4/488) long term. Since I started selling in Sept 13 it is 0.67% (17/2516). Everything else is on target.

I am going to send my appeal now. I am really worried it will get declined as i have £000s of items to sell.....I guess I will know in the next couple of days...

Thanks again!

[Sandy D]

Way too many claims.

Amazon will take this account down soon if you continue this.

[Julesindahouse]

Oh........was hoping they would look at the longer term (97% positive, 0.67% ODR) and cut me some slack. Do you think it is unlikely they will give another chance (totally realise that you may not know, but you all seem v knowledgeable!). I have spent more time on my appeal letter than on my final dissertation!

[mufc365]

Send a email to seller-performance@amazon.co.uk too.

1.36% short term and 0.82% long term (already matches 1% threshold) is not too bad.

I would be very surprised if they do not reinstate you. My ODR was above 2% and they reinstated me.

From now on just strive to improve buyer expectations. Make your all your metrics have a green tick and you have minimal negative feedbacks. And if you have to make a loss on an odd customer so be it. Your account is worth a lot more!

[ovidiu]

It depends on your plan of action and if they genuinely think the seller can meet buyer expectations in the long run and over a sustained period of time.

2 of my stealth accounts fell below the ODR and Amazon gave me a chance.


Absolutely. I was referring to a new account.

Oh........was hoping they would look at the longer term (97% positive, 0.67% ODR) and cut me some slack


They will. You will get one to two months easily, send the email as other people recommended. You are already under scrutiny with Amazon no reason to not email and ask for a break, unlike eBay.

[Julesindahouse]

Appeal sent, now I sit and wait.....my sincere thanks to all of you who took the time to offer advice. I am extremely grateful to you all. Julian

[MICKY H]

Originally Posted by rsot

A-Z claims do damage regardless of when they occur...unless (from what I have been learning) you can blame it on FBA service use of Amazon

rsot, you don't get A-Z with FBA.

[Gamefreak]

i say you have a month and a half tops to improve, after that amazon only ways the best sellers for holiday season. they will probably suspend you until next year if they don't see any improvement at all.

also muf, i understand stuff happens but regardless 5 a-z claims for returns is a lot. OP needs to check inventory as to why he is getting so many returns. Returns always leads to problems

[GreenBean]

Originally Posted by rsot

A-Z claims do damage regardless of when they occur...unless (from what I have been learning) you can blame it on FBA service use of Amazon

Lucky those in the know are giving the right responses.

FBA differs from the other part of the market.

[mufc365]

@ gamefreak I agree the op needs to address these immediately

[Julesindahouse]

Hi all. Got this message this morning. Many thanks to you all. Hopefully the review will take long enough for my ODR to get to and stay below 1%.

Hello from Amazon.

After reviewing your account and the information you have provided, we have decided to reinstate your selling privileges while we continue our review of your account.

At this time, we are applying a rolling reserve to funds in your seller account. The reserve will be equivalent to your gross sales amount for the preceding 14 days. Based on your order volume, the amount of the reserve may change daily.

You can view your account balance and reserve amount in the Payments section of your seller account. When your account balance exceeds the reserve amount, funds will be available per your disbursement schedule.

Account reviews are intended to ensure the timely shipment of orders and compliance with our selling policies. Please continue to fulfill orders and list only items that you are able to ship by or before the Expected Ship Date.

We will notify you by e-mail when our account review is complete.

For performance improvement tips, search on "Seller Best Practices" in seller Help. Please note that if your performance does not improve, your selling privileges may be permanently removed.

Welcome back to selling on Amazon.co.uk; we wish you the best of luck.

[Gamefreak]

nice, now address the issues at hand as amazon will not be so nice next time.

[mufc365]

Congrats told u they wud.

Just improve now that is the main thing and you will be fine.

All the best!