How to Avoid Suspensions on Amazon, Part I
The fact is, many Amazon suspensions ARE AVOIDABLE. Here are a few quick tips when it comes to ACCOUNT HEALTH CASES to help you keep a healthy seller account:
Address every case, and quickly. Many sellers ignore the cases in their account health dashboard, but what they do not realize is that the cases count against them. Seller Performance keeps a tally of every issue in your account. This means each time you fail to address a problem, the stack of marks against you grows, inching you closer to suspension. Just because you don’t know how to deal with a problem doesn’t mean you shouldn’t address it. Make it a policy to address every single case!
Always communicate with a humble tone which puts the buyer. I can’t tell you how many times I have witnessed sellers who put themselves in a bad situation with Amazon because they communicated with anger or defensiveness, either toward Amazon themselves or a customer. File this under Appeals 101-ALWAYS humbly apologize for the problem and NEVER blame a customer.
Give Amazon the exact information they are asking for. If Seller Performance asks for the root cause of the buyer complaint, it is your job to do the research necessary to determine why they complained. You must convince the representative who reads your case that you understand why the problem occurred, and demonstrate how it will not happen again. You must be as specific as possible. I always advise clients to look at the issue from every angle, then address every variable in the equation. If your issue is product condition, address the source, the sourcing methodology, your quality controls, your software, your research methods, and even your employee training. Most of the time, appeals are lost because the seller does not give the information Amazon is asking for, and this is wholly avoidable with just a little effort.
Don’t just delete the listing and remove your inventory. Many sellers believe this fixes the problem, but it actually does nothing to resolve the underlying cause of the problem or give Amazon a reason to believe it won’t happen in the future. You must make verifiable changes to the way you do business, then explain how you did so in simple terms. This will give you the best chance of avoiding the same problems moving forward, and hopefully, help you avoid suspension as well.
Selling on Amazon can be a puzzle at times, but you are not alone! Ecomsellertools is here to help your business thrive. We have won 98% percent of the appeals for our clients over the past six years, and we can help YOU reinstate your ASINs and your account selling privileges. Don’t hesitate to contact us, as the small investment could very well mean the difference between a beautiful future of profits or time on the sidelines.
