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  #1  
Old 08-13-2015
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Default Account Suspended - Please need your Feedback

In mid July I received a notification that a listing was closed because of customer complaints. It said Action Required and prompted me to provide an explanation and remedy for them to unblock the listing.

I have had 3 attempts to contact seller-performance-policy@amazon.com and every time they would take almost a week to respond and would respond with the following:

"Hello,

Thank you for responding to our request for information. However, we still need more information regarding your plan of action for this {Used item sold as new} complaint before we can reinstate your listing on your behalf.

Complaint Type: {Used item sold as new}
ASIN: XXXXXXX


What you can do

Email seller-performance-policy@amazon.com and include a plan of action that contains the following:

1. What is the issue that caused the complaint.
2. Steps you have taken to resolve the issue and ensure similar complaints won’t happen again.
3. Any additional details you would like us to know."

All 3 times I answered the questions and provided the info they need. And all 3 times the same email back.

On the 4th time I just email the same thing I emailed the 3d time.

After about 4 days I receive my suspension notice, see the following:

"Hello,

We have removed your Amazon selling privileges because of buyer complaints about the items they received from you. Please see below for some examples of the listings we have received complaints about:

Complaint Type:Inauthentic

ASINs:

(5 Asins listed here)

Complaint Type: Not as advertised,Used Items sold as New,Wrong Items,Missing Items

ASINs:

(12 Asins Listed here)

Blah Blah Blah"

Now, what's interesting about this is out of the whole list of what they brought up I only received 2 performance notifications in the past 4 month. The rest were just return requests and not real customer complaints. I checked my email record just to be sure.

Now I know better then anyone not to argue with Seller Performance, I wrote an Appeal addressing the issue and coming up with something they want to hear but also noting that we did not receive any performance notifications but 2 on the list. One of them was for authenticity, and it got triggered just because the buyer mentioned authenticity in his email. We followed up with the buyer on the issue and he wrote that there are no authenticity concerns whatsoever. The other performance notification was the only one I really deserve because we messed up and sent the wrong condition because we sell new and refurbished.

I am not new to suspensions and making new account. And I well deserved suspensions in the past. Put I kept it clean to the button for the past 6 month of selling. We do 150 order/day average. We have 100% Feedback, only 1 neg out of 485, seriously! Only 3 neutral. Defect rate is 0.22%. How messed up is that?

I sent the appeal late last night, it claimed 1 day for a response but we all know how that goes. I will update the post with any development.

Let me know what your thought are on this.

As of right now my plan is to wait for response from Seller Performance concerning my Appeal. If it is unfavorable, immediately wipe my systems, prep everything for a new backup account and go live once again. I will have to go 100% FBA though as I will not have featured merchant status on anything. It will hurt.

Meanwhile continue dealing with seller Performance, write a constructive email appeal to Jeff/executive department. It is my belief that with a through explanation to Jeff my account will be reinstated. The problem, is that takes 1-2 month. But it's never a bad idea to get reinstated and keep a backup account.

I never liked cheating the system, but I have got pretty good at it. Our intentions have always been to do fair work, however Amazon closes accounts for unjust reasons without cause. I do what I have to do to survive. It is very sad how much say small-medium sellers like us have to say against big corporations like Ebay and Amazon, plain and simply they don't give a ****.

Feel free to share guys, remember - knowledge is power.
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  #2  
Old 08-13-2015
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Default Re: Account Suspended - Please need your Feedback

UPDATE:

I received no new notifications. But my account was changed from Suspended status to "Under Review". I will keep my listings under vacation status meanwhile.

Very scary how unpredictable Seller Performance is.
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  #3  
Old 08-13-2015
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Default Re: Account Suspended - Please need your Feedback

that sucks, similar thing happened to me about a year and a half ago. I kept waiting thinking that it was more a punishment for a certain time and that I would be reistated after a few months. It never happened, how naive of me. Oh well, I found this place and I'm now trying to open a stealth account. I have a question though, you mentioned: "write a constructive email appeal to Jeff/executive department. It is my belief that with a through explanation to Jeff my account will be reinstated"
What email is that, I would also love to send an email and see what happens with my account?
thanks
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Default Re: Account Suspended - Please need your Feedback

If you believe you were suspended unjustly or too harshly you can appeal to Jeff @ jeff@amazon.com

This is where you can be specific about what happened. Have a timeline, include detail, support your argument. If you can convince the executive member that you were treated unfairly or too harsh they may email Seller Performance on your behalf and ask them to review your account closure one more time. Usually when that happens the Seller Performance will allow a chance to Appeal. In fact I have that happen before on a different account. I actually received a call from Seller Performance representative.

You all think that Seller Performance Reps are the devil. But when I talked to this individual it did not seem that way, the guy was professional but really overworked.

People write long Suspension Appeals, that's a mistake. These guys probably only are allowed a couple of minutes to review your appeal. Make it short, use bulletin points, and be objective.

Also, never argue with Seller Performance. All they want to hear is how you're going to fix the problem, they already made up their made that it's your fault when they suspended you.

If you get reinstated, consider using FBA. Your chances of receiving customer complains go down significantly.
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  #5  
Old 08-13-2015
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Default Re: Account Suspended - Please need your Feedback

thank you for that, I'll be emailing Jeff then. Hopefully I get a reply, I'll keep you guys informed.
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  #6  
Old 08-14-2015
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Default Re: Account Suspended - Please need your Feedback

is is best to keep accounts in 'vacation mode' if under review?
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Old 08-14-2015
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Default Re: Account Suspended - Please need your Feedback

If your account is just under review and you can sell, no need to write to anyone.

eiross, why keep your in vacation mode?

Sellers are there to sell so cast76, keep selling, less suspicion in my opinion.
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Old 08-14-2015
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Default Re: Account Suspended - Please need your Feedback

Because if they end up suspending me anyways, why fulfill orders and have that money Freeze for 90 days. Also I don't know how many of you have got suspended before but you lose every single AZ Claim without buyer having to return. Not going to let that happen.
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Default Re: Account Suspended - Please need your Feedback

No I think I didn't explain myself correctly. I was suspended about a year and a half ago. I went through the whole appeal process but it was denied and then I was told the suspension was permanent. I started recently emailing Amazon again to see if they would reinstate me after so many months but I didn't get any replies. Well, until yesterday I got a reply that said:
Hello,

Thank you for writing. After a review of your account by an account specialist, we have decided not to reinstate your selling privileges.

We regret we are unable to provide further information on this situation. Further correspondence regarding the closure of your selling account may not be answered.
The closure of this account is a permanent action. Any subsequent accounts that are opened will be closed as well.

so I guess stealth is the only way forward for me. Good thing I've been researching like crazy. I'm almost ready to set it up.
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Old 08-14-2015
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Default Re: Account Suspended - Please need your Feedback

Yeah, never waste time or stay hopeful that somebody is going to have a change of heart and reinstate you. Wait until the appeal decision, if it is denied right away start working on a stealth account. Of course continue to email Jeff and trying to update your appeal, but never depend on that working.

Sometimes you'll make a stealth account, and then 3-4 month later finally with help of Jeff aka executive customer support your account is reinstated.

All the better, now you have 2 functioning accounts!
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