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Amazon Account Suspensions from an Insider’s Point of View

By Chris McCabe

Chris McCabe interviews a former Amazon seller account manager, giving us a rare look into the tensions between Amazon teams.

Amazon Account Suspensions from an Insider’s Point of View

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Mark Gwennap

Amazon encouraged us to European markets. One late delivery in Spain and one in Italy over the Christmas period and we were suspended. Tried to get reinstated into Spain, but for the amount we were selling and Amazon just repeating the same emails. Time and effort was not worth the return and left both market places. Our mistake was getting into them in the first place and not understanding how the black and white monitoring was going to work.

Tony

Replying to Mark Gwennap

You don’t suppose that you could have avoid suspension if you had increase the numbers of days to ship the item. Those extra days could of make up for the difference in delay of arrival.

Mark Gwennap

Replying to Tony

yes I could have but one late in 6 months and that in the christmas period how far do you go. Not that i had this problem but if a customer said i didnot get the item True or not I would be back in the same position. all the work to translate etc made it an unexceptable risk.

Christopher McCabe

Replying to Mark Gwennap

Amazon has reached the point of extreme intolerance when it comes to late shipment. You either meet the metric, or they take the account down. There’s really no leeway anymore, and no reason to expect one. Metrics are metrics.

Matthew Ferguson

Excellent article.

“One mistake that sellers do is assume that they really know what the problem was” – True, but any advice when Amazon isn’t clearly indicating the reason for the suspension?

Although not always, we have dealt with seller’s appeals where Amazon is requesting more information on their POA, without having ever truly identified why the seller was suspended. The subject matter around it is woolly and hard to pinpoint, making a focused POA a guessing game.

Any feedback on why this sometimes happens, and how to treat the issue?

Christopher McCabe

Replying to Matthew Ferguson

To them, they do indicate the true cause, and remember, they force everyone to play by their rules. The difference of opinion favors them. They want you to identify the causes so as to lay out the proper solutions, they demand that sellers investigate the root causes so as to not lay out the proper path fwd for you.

michael

Great article, my business seller account has been suspended today, stating that we should not be using a Western Union Account to transfer my € sales into, I have been using Currencies Direct for the past 10 months, I have already informed Amazon with this information, but they keep sending me back the sames message. I have been building up a business for the past 2 years and I have been suspended for absolutely no reason. All my metrics are perfect 100%. If they do not allow my account to go back online, I will have to close my business… Read more »

Christopher McCabe

This won’t be about metrics. You should definitely not be using any Western Union accounts to transfer funds, those accounts were always associated with heavy amounts of fraudulent use when I was there. They need actual banking and financial information.

michael

Thank you for your reply it is appreciated. I am not using Western Union, I have been using Currencies Direct for 10 months. The Western Union details are still there which I can’t delete.

matt

Wanna hear a story? We bought a couple of items from Amazon that were hugely discounted. We listed them a month later and sold immediately. A few days later customer reported the item as non authentic and we were suspended. We provided Amazon evidences that this item was sourced from Amazon (sold and shipped by Amazon) but our account was never reinstated. So did Amazon sold us a fake product? Customer service confirmed that item was authentic, however, Seller performance seems to not agree. Long story short Amazon suspended us for selling an inauthentic item that we bought from Amazon.

Tony

Replying to matt

I know what you mean. Both Amazon and ebay has become too big to care. That’s why I list not only there but in all available channels including my web site. In other words never put all your eggs in one basket.

Christopher McCabe

Replying to Tony

Certainly agree with this comment. Diversify! Amazon is extremely unpredictable. They change their minds a lot of course, and perform selective enforcement.

Christopher McCabe

Replying to matt

Hi,

I’ve heard this story several times, actually. The lesson is of course don’t buy an item directly from Amazon and intend to cite Amazon as the source of the product. Buy from an authorized or certified distribution chain, with proper invoices and authenticity letters, too, from the brand or supplier. Amazon won’t have any authenticity letters for you, and saying you got it from them doesn’t appear to matter to them. If you’re going to resell, use better methods.

Senthil Venkatrajan

We are an Indian Seller in Amazon India and was doing about 20000 units per month and our account was taken down stating that our Images were not according to Amazon Guidelines although the same catalogue has been uploaded on Amazon US marketplace and there it is still active. The catalogue defects team from Amazon has wrote an email after us writing ten times to them that our Images has faces of the female model cropped but if you go and see amazon.com more than 90% of their catalogue in women’s tops has models face cropped. We believe it’s really… Read more »

Chris McCabe

It sounds like these are avoidable listing violations on images, it won’t matter if other sellers have photos that aren’t compliant. you can’t tell Amazon that everyone is breaking some images rules, why can’t you? That won’t work. The warning you got was not enough to change behavior, so it sounds like they moved you to suspension. How many warnings were there?

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