Amazon Account Block For Reason Out of Our Control - Any Advice?
Hi Guys,
I’m in a bit of a situation here and I’m not sure what to do. Last week Amazon sent me an email. Please find this email below:
Dear Accessories_WarehouseUK, Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. Your listings have been removed and pending orders have been canceled. Why is this happening? We have taken this measure because information available to us indicates that you have not fulfilled orders after confirming shipment. Please review Amazon’s policy regarding Account Health (https://sellercentral-europe.amazon.com/gp/help/G200205250) and the Seller Code of Conduct (https://sellercentral-europe.amazon.com/gp/help/1801). Has your account been deactivated in error? If you believe there has been an error, please submit an explanation. Your explanation should include the following information: – Evidence or examples that demonstrate that your account complies with our Amazon Seller Code of Conduct and Monitor Your Account health policies. – Evidence or examples that demonstrate your orders have been shipped and delivered. How do I send the required information? Submit this information to selling-partner-action-review@amazon.co.uk. After 90 days following this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.co.uk. We will conduct a separate investigation to evaluate your account and if we confirm fraudulent activity or find that you have engaged in deceptive or illegal activity; or have abused our systems or repeatedly violated our policies that protect our customers and selling partners, we may withhold some or all funds in your account. Thank you, Amazon.co.uk
As you can see from the reason above Amazon believe that we have been marking our recent orders as shipped and then not sending them. This has not been the case. What has happened is with all the recent customs issues due to Brexit, we have one of our dropshipping partners we work closely with, last month there was an error on the paperwork when importing the dropshipped orders in from China to the UK.
As a result of this, it meant that we had orders that were late. We tried to communicate with customers and a lot were understanding and willing to wait. A week or so later our dropshipping partner stated that the issues were resolved and we could then mark the orders as shipped, which we did. What we didn’t know and what we weren’t informed of was that parts of our shipment were being released at a time, thus some were still stuck in customs. As a result, we had some claims of orders not received - these claims were for around 25 orders out of the total 600-700 orders we had shipped with no issues since we started selling on Amazon in April.
I have found that Amazon has removed our access to seller central for our European accounts as a result, which suggests to me it is an account block. However, we did as the email said and took our time over putting our appeal together and we submitted this to the email Amazon tell you to submit it to in the email above. Yesterday, 2 days after I submitted the appeal we got an email to say that they no longer accept appeals via email and that we should appeal via seller central. However we are unable to do this as Amazon has revoked our seller central authorisation, thus we cannot submit our appeal which explains the situation and how we plan to ensure it doesn’t happen again (this entailed switching all our stock to FBA)
I had discussed this a week prior to this Account ban with seller support over the phone who agreed and switched our listings to FBA only as I had asked. Does anyone know how we can appeal this Account Suspension as we have not done what Amazon is suggesting we have done. It is so frustrating as we cannot talk to anyone over the phone nor get a reply via email.
Thanks in advance guys, I hope we can resolve this as one late shipment has put a lot of our business at risk with Amazon thinking that we are essentially trying to de-fraud customers.
Amazon Account Block For Reason Out of Our Control - Any Advice?
Hi Guys,
I’m in a bit of a situation here and I’m not sure what to do. Last week Amazon sent me an email. Please find this email below:
Dear Accessories_WarehouseUK, Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. Your listings have been removed and pending orders have been canceled. Why is this happening? We have taken this measure because information available to us indicates that you have not fulfilled orders after confirming shipment. Please review Amazon’s policy regarding Account Health (https://sellercentral-europe.amazon.com/gp/help/G200205250) and the Seller Code of Conduct (https://sellercentral-europe.amazon.com/gp/help/1801). Has your account been deactivated in error? If you believe there has been an error, please submit an explanation. Your explanation should include the following information: – Evidence or examples that demonstrate that your account complies with our Amazon Seller Code of Conduct and Monitor Your Account health policies. – Evidence or examples that demonstrate your orders have been shipped and delivered. How do I send the required information? Submit this information to selling-partner-action-review@amazon.co.uk. After 90 days following this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.co.uk. We will conduct a separate investigation to evaluate your account and if we confirm fraudulent activity or find that you have engaged in deceptive or illegal activity; or have abused our systems or repeatedly violated our policies that protect our customers and selling partners, we may withhold some or all funds in your account. Thank you, Amazon.co.uk
As you can see from the reason above Amazon believe that we have been marking our recent orders as shipped and then not sending them. This has not been the case. What has happened is with all the recent customs issues due to Brexit, we have one of our dropshipping partners we work closely with, last month there was an error on the paperwork when importing the dropshipped orders in from China to the UK.
As a result of this, it meant that we had orders that were late. We tried to communicate with customers and a lot were understanding and willing to wait. A week or so later our dropshipping partner stated that the issues were resolved and we could then mark the orders as shipped, which we did. What we didn’t know and what we weren’t informed of was that parts of our shipment were being released at a time, thus some were still stuck in customs. As a result, we had some claims of orders not received - these claims were for around 25 orders out of the total 600-700 orders we had shipped with no issues since we started selling on Amazon in April.
I have found that Amazon has removed our access to seller central for our European accounts as a result, which suggests to me it is an account block. However, we did as the email said and took our time over putting our appeal together and we submitted this to the email Amazon tell you to submit it to in the email above. Yesterday, 2 days after I submitted the appeal we got an email to say that they no longer accept appeals via email and that we should appeal via seller central. However we are unable to do this as Amazon has revoked our seller central authorisation, thus we cannot submit our appeal which explains the situation and how we plan to ensure it doesn’t happen again (this entailed switching all our stock to FBA)
I had discussed this a week prior to this Account ban with seller support over the phone who agreed and switched our listings to FBA only as I had asked. Does anyone know how we can appeal this Account Suspension as we have not done what Amazon is suggesting we have done. It is so frustrating as we cannot talk to anyone over the phone nor get a reply via email.
Thanks in advance guys, I hope we can resolve this as one late shipment has put a lot of our business at risk with Amazon thinking that we are essentially trying to de-fraud customers.
25 replies
Seller_7VbclcPFFRTnc
First question - as you are dropshipping from china , what handling time have you set on your listings ?
Seller_AS8drR2XAcimC
Here is my updated POA: Also if anyone can give me advice on how to actually submit it as I don’t have access to my seller central as Amazon has removed my authorisation. Do I email it back even though it said they no longer accept appeals via email? Is this accurate? If so how can I appeal when I can’t do it via seller central but Amazon has still said I have the right to appeal?
Dear Seller Performance Team,
Our account has been deactivated, due to our failure to fulfil our orders after confirming shipment.
The root cause(s) of the issues.
We received buyers’ complaints in relation to orders being received, after the Expected Ship date. This delivery issue occurred because we shipped orders on a drop-shipping basis and we allowed a third-party company to dispatch orders, with their own carriers on our behalf. We confirmed orders as being fulfilled on the Amazon.co.uk platform as we were unaware of any order processing or shipping delays with our delivery partner.
We take full responsibility for the deliver issues that have occurred, as we should have communicated more effectively with our partnered carrier to determine any delays and we did not up date all buyers about unexpected delays with their orders. We rechecked all feedback and found that we may have not responded quickly enough to buyers with enquires about not receiving their orders on time.
This is the first time that we have experienced the above issues and we have improved our business model on the back of this deactivation. Please consider our detailed plan of action below and reinstate our account. Buyer satisfaction is our priority and we only act in a manner that ensures a trustworthy experience for Amazon buyers on the site.
The actions we have taken to resolve the issues.
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We only offer the products if they are available and in stock.
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All complainants have been issued with a full refund or replacement item where required, along with a personal apologise for any inconvenience.
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All messages are responded to within 24 hours during business hours to ensure that any buyer issues are dealt with efficiently. We also provide a date, by which buyers can expect a complete resolution as a good level of customer service is our priority.
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We are in the process of building on our relationship with FBA. All future orders are sent to Amazon’s FBA warehouse promptly. This will allow Amazon to take over the delivery process to ensure that we are complying with Amazon’s requirements.
The steps we have taken to prevent similar issues going forward.
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We ensure that all stock we wish to sell are FBA only going forward.
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We have appointed a manager to oversee all listings and ensure full compliance and avoid mistakes in the future. This employee will manage our shipments and orders to ensure that all items are confirmed as shipment straight away and are shipped with reliable couriers by the Expected Ship Date.
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All policy notifications are dealt with as soon as they are received, to avoid any issues from escalating further.
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If a product is out of stock, we remove the listing from our Inventory Page.
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We have allocated a staff member to monitor our supply chain on a daily basis, to avoid potential shipping issues or low quantities of stock.
After our Seller account has been reinstated, orders will not be shipped through drop-shipping methods as we ship future orders via “Fulfilment by Amazon”. New shipments are packaged, stored and sent to buyers from FBA to ensure that orders are processed accurately and arrive with buyers promptly.
We have re-educated ourselves on all respective Amazon policies to ensure that staff are complying with the Seller Code of Conduct policy requirements. All actions in our plan have been fully enforced to ensure that we provide buyers with a fair and trusted shopping journey on Amazon.co.uk and all buyer enquires are addressed as soon as they are received, to avoid any negative feedback or complaints from being escalated.
Please reinstate our selling privileges as soon as possible so that we can continue our business on Amazon.co.uk.
Best regards
Accessories_WarehouseUK
info@axjtradingltd.co.uk
Seller_NoMNQDGnEW5Bx
I still think it doesn’t make sense, if everything is fba then points 2 and 5 on the going forwards part don’t matter
I’d also suggest you link in the relevant policies as that seems to be something bots pick up on
Seller_AS8drR2XAcimC
Hi Guys, thanks for all the advise thus far. On advise from The_Little_Shop I am adding this here instead of creating a new thread. If any of you guys know the answer to this it would be a big help. Getting the POA right is one thing but if I cant actually find a way to submit it its pointless. Many thanks in advance.
Having a big issue here at the moment. I have already amended my POA having posted a previous thread on this. In short on Thursday our Amazon Selling account was deactivated but it appears I cannot appeal even though in the email Amazon sent me they said I had the right to appeal? The reason for the deactivation is over a misunderstanding as some of our products got held up in customs as we were dropshipping a few products. We moved away from dropshipping before the deactivation kicked in as we were planning to send all future stock FBA only to avoid this. Amazon has removed my authorisation from my UK seller central so I can not appeal that way and the email I was told to send the appeal to in the first place came back yesterday and said that they no longer accept appeals via email.
I’m struggling on what to do now as from what I can make out in Amazon’s eyes they are accusing me of trying to defraud people when this is not the case - 20 affected orders out of over 600 orders. Please find the email below. If anyone can help I’d much appreciate it.
Dear Accessories_WarehouseUK, Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. Your listings have been removed and pending orders have been canceled. Why is this happening? We have taken this measure because information available to us indicates that you have not fulfilled orders after confirming shipment. Please review Amazon’s policy regarding Account Health (https://sellercentral-europe.amazon.com/gp/help/G200205250) and the Seller Code of Conduct (https://sellercentral-europe.amazon.com/gp/help/1801). Has your account been deactivated in error? If you believe there has been an error, please submit an explanation. Your explanation should include the following information: – Evidence or examples that demonstrate that your account complies with our Amazon Seller Code of Conduct and Monitor Your Account health policies. – Evidence or examples that demonstrate your orders have been shipped and delivered. How do I send the required information? Submit this information to selling-partner-action-review@amazon.co.uk. After 90 days following this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.co.uk. We will conduct a separate investigation to evaluate your account and if we confirm fraudulent activity or find that you have engaged in deceptive or illegal activity; or have abused our systems or repeatedly violated our policies that protect our customers and selling partners, we may withhold some or all funds in your account. Thank you, Amazon.co.uk
Sincerely Seller Performance Team Amazon.com http://www.amazon.com
Seller_izfyeN1U5C6VD
There is a an appeals process. Submit a new mediation request at https://sellercentral.amazon.com/mediation/applications
Good luck
