When it comes to selling on Amazon, maintaining a healthy account is important for continuous growth and profitability. But with Amazon's strict policies, many sellers face suspensions that interrupt their business and result in losses.
At eCommerceAlly, we specialise in expert Amazon account management, helping Amazon sellers through the complexities of Amazon space and ensure their long-term success.
In the next part, we'll explore reasons & practical tips to prevent Amazon account suspensions and discuss effective recovery strategies.
Why does Amazon suspend the account in the first place?
That's a question haunting Amazon sellers. To Answer it, Amazon has enforced strict policies to maintain marketplace integrity and protect customers. An account suspension can happen for various reasons, ranging from policy violations to performance metrics issues. Account suspensions generally fall into three categories:
- Policy Violations – Non-compliance with Amazon's policies, such as selling restricted products or misleading advertising.
- Performance Issues – Failing to meet Amazon's performance metrics, like Order Defect Rate (ODR), Cancellation Rate (CR), and Late Shipment Rate (LSR). It's the most common reason for the suspension.
- Customer Complaints – Negative customer feedback, counterfeit claims, or complaints related to product authenticity.
Suspension not only halts sales but can also harm your brand's reputation on Amazon. Fortunately, proactive management can significantly reduce the risk of suspension, and if you do encounter issues, recovery is possible with the right approach.
We've faced the challenges and helped our customers navigate through them, Here are some of the use cases :
1. Policy Violations and Restricted Products
Our Experience:
One of our clients from a health supplements brand, was suspended for listing a product in a restricted category. The product itself was compliant, but due to a misclassification, Amazon flagged the listing. Our team at eCommerceAlly quickly intervened by gathering the necessary documentation and working directly with Amazon's support team to ensure the listing was properly categorised and compliant.
Within a week, we managed to get the account reinstated and also set up alerts to prevent future issues with restricted categories.
Solution and Prevention Tips:
- Regularly review Amazon's Seller Policies and Restricted Products List to stay updated.
- Utilise alerts and tracking systems. We set up monitoring tools for our clients to catch listing errors early, ensuring compliance issues are addressed proactively.
2. Poor Performance Metrics
Our Experience:
One of our long-term clients, a seller of seasonal apparel, faced a suspension due to a high Order Defect Rate (ODR) during the holiday rush. They were using a third-party fulfilment service, which caused delays and increased negative feedback from customers. We stepped in and transitioned the client to Fulfilled by Amazon (FBA) for streamlined logistics and faster delivery, reducing shipping delays and customer complaints. As a result, their performance metrics improved, and they avoided future suspensions even during peak seasons.
Solution and Prevention Tips:
- Keep track of key performance metrics such as ODR, Cancellation Rate, and Late Shipment Rate.
- Use Fulfilled by Amazon (FBA) to improve shipping standards and ensure timely deliveries.
- Consider automated inventory tracking and fulfilment options. eCommerceAlly helps clients maintain optimal stock levels and streamline order processing to improve customer satisfaction.
3. Intellectual Property and Counterfeit Claims
Our Experience:
A skincare brand we work with encountered suspension due to counterfeit claims from a competitor. The client was selling genuine products, but the complaint led to a temporary suspension. Our team immediately advised the client to gather all invoices and certifications, which we then submitted to Amazon to prove product authenticity. In addition, we assisted them in enrolling in Amazon's Brand Registry for added protection, which has since prevented further counterfeit issues.
Solution and Prevention Tips:
- Register your brand with Amazon's Brand Registry to protect against counterfeit claims.
- Keep a clear record of invoices and supplier certifications to verify product authenticity.
- Leverage Transparency by Amazon, a program that helps to verify product authenticity and safeguard your brand on Amazon.
How to Recover from an Amazon Account Suspension Quickly
Even with the best preventive measures, suspensions may happen. When they do, swift and strategic action is essential. Here's how eCommerceAlly helps clients craft effective reinstatement plans.
Step 1: Identify the Cause of Suspension
Amazon usually provides a suspension notice that outlines the reason. Read it carefully to understand the exact violation. Common suspension causes include policy violations, poor performance, or customer complaints.
Step 2: Develop a Comprehensive Plan of Action (POA)
A well-structured POA is critical. Your POA should:
- Acknowledge the Issue – Take responsibility and acknowledge any errors.
- Outline Corrective Measures – Detail steps you've taken to address the root cause, such as improving shipping practices, updating product descriptions, or using FBA.
- Provide Preventive Steps – Explain how you will prevent future issues, which could involve regular policy reviews, automated alerts, or using Brand Registry.
Example POA for eCommerceAlly Clients:
For a client facing a suspension due to customer complaints about quality, we developed a POA that included:
- Enhanced quality checks with their supplier.
- Additional customer support resources to promptly address concerns.
- Commitment to regular training on Amazon policy updates.
Step 3: Submit the POA and Follow Up
Submit your POA through Amazon Seller Central. After submission:
- Follow up within 48 hours if you don't receive a response.
- Avoid resubmitting multiple POAs, as this can delay the review process.
If your appeal is rejected, consider revising your POA based on Amazon's feedback. eCommerceAlly assists clients in crafting appeals that align with Amazon's guidelines, often reducing the time needed for reinstatement.
Actionable Tips to Avoid Amazon Suspensions Altogether
- Stay Updated on Amazon's Policies– Regularly check for updates on Amazon's Help & Policies page. Consider subscribing to Amazon Seller newsletters for important announcements.
- Invest in Customer Service– Respond to customer queries and complaints promptly, aiming to resolve issues before they lead to negative feedback. eCommerceAlly provides dedicated support for clients to maintain positive interactions with customers.
- Optimize Inventory and Shipping– Use FBA or partner with reliable logistics providers to meet Amazon's shipping standards. Our automated inventory tracking helps clients avoid overselling and late shipments.
- Utilize Amazon's Brand Protection Tools– Enroll in Brand Registry and Transparency programs if you're an exclusive seller or concerned about counterfeit issues.
The Benefits of Partnering with eCommerceAlly for Amazon Account Management
Navigating Amazon's policies and maintaining a healthy account can be challenging, especially as your business grows. eCommerceAlly specialises in Amazon account management, ensuring that clients not only meet Amazon's standards but also maximise their potential on the platform. With our team's proactive strategies, we provide:
- 24/7 Account Monitoring – Our specialists watch for potential issues, addressing them before they impact your account.
- Expert POA Creation – If you face suspension, we work with you to draft effective appeals and guide you through the reinstatement process.
- Long-term Strategy for Compliance – We help you build sustainable practices that align with Amazon's evolving policies.
For personalised support and to keep your Amazon account healthy, contact eCommerceAlly today. Start protecting your account and growing your Amazon sales with confidence.
Amazon account suspension can be daunting, but with the right guidance and strategic approach, you can resolve issues swiftly and get back to selling. To learn more about our Amazon account management services, visit our Amazon Account Management page, or explore additional resources on Amazon compliance from Amazon's official policies.
