My account has been suspended by Amazon
I received negative feedback from a customer in the feedback manager, order number 111-3616962-6557029. However, I actively contacted the buyer and later resolved all of their issues. The buyer was also satisfied with our solution. I consulted Amazon customer service to see if it is possible to delete the negative feedback? Amazon customer service said that I can contact the buyer to delete it, and if I don't force the customer, it's not a violation. The customer service gave me the steps to delete it, and the case ID is 17067251771. I also followed the customer service's instructions and sent the deletion method to the customer. I didn't force or deceive the buyer. We respect the buyer's rights, but the buyer doesn't know how to delete it, so I sent him the deletion method. However, the Amazon platform reviewed that I violated the Amazon customer communication guide and suspended my store. What should I do to reactivate my account? Is there still hope?
My account has been suspended by Amazon
I received negative feedback from a customer in the feedback manager, order number 111-3616962-6557029. However, I actively contacted the buyer and later resolved all of their issues. The buyer was also satisfied with our solution. I consulted Amazon customer service to see if it is possible to delete the negative feedback? Amazon customer service said that I can contact the buyer to delete it, and if I don't force the customer, it's not a violation. The customer service gave me the steps to delete it, and the case ID is 17067251771. I also followed the customer service's instructions and sent the deletion method to the customer. I didn't force or deceive the buyer. We respect the buyer's rights, but the buyer doesn't know how to delete it, so I sent him the deletion method. However, the Amazon platform reviewed that I violated the Amazon customer communication guide and suspended my store. What should I do to reactivate my account? Is there still hope?
0 replies
Roxy_Amazon
Hello @Seller_3fUHLcx372HMJ,
Thank you for reaching out regarding your account suspension related to buyer-seller communication. We understand your intention was to resolve the negative feedback situation and that you took steps to address the buyer's concerns.
While we appreciate that you successfully resolved the customer's issues, our Communication Guidelines are designed to maintain the integrity of our feedback system. Even when customer service provides certain information, sellers must still operate within these guidelines.
Here are the key points to understand:
- Requesting feedback removal, even indirectly, is not permitted
- Providing instructions on how to remove feedback falls outside acceptable communication
- The feedback system must remain free from any seller influence, even when well-intentioned
To move forward:
Please review the complete Communication Guidelines in Seller Central
Prepare an appeal that:
- Explains the steps you'll take to prevent similar situations
- Details your process for handling negative feedback going forward
We want you to succeed on Amazon's platform. The best approach with negative feedback is to:
- Focus on resolving customer concerns
- Allow buyers to update feedback on their own initiative
- Maintain professional communication within guidelines
- Use feedback as a tool for business improvement
Our seller community is here to support you. Should you have additional questions, please don't hesitate to ask.
Best,
-Roxy
Seller_DGT1u9nkD6wcL
if I do not remember incorrectly.. When I started selling at Amazon, i received one negative feedback at first of my order. and Amazon customer service told me, resolve the problem first then I could ask for the removal the feedback from the customer. I do not know why it has been forbidden currently.
Seller_5wa3H6oQIsRfp
You may have meant well, but the minute you contacted the buyer about removing their negative feedback, you stepped directly into policy violation territory — regardless of how polite or non-coercive the message felt to you. Amazon’s Communication Guidelines are extremely clear: even “helpful instructions” on how to remove feedback can be seen as manipulation, especially when it follows a complaint resolution. Intent doesn't matter — execution does.
And yes, I know Seller Support told you it was okay. That happens. But support reps are not compliance officers. They can and do give incorrect information, but Amazon’s enforcement team (the folks who actually review accounts) doesn’t grade on a curve — they look at what was done, not what someone told you.
Now, about your chances of reactivation? Honestly, they’re slim. Not impossible, but very unlikely. Feedback abuse is one of the violations Amazon treats seriously, because it cuts right to the heart of customer trust. And once an account is flagged for manipulating feedback, that’s a huge red flag internally.
If you're planning to appeal, your only shot is a very strong Plan of Action. That means:
Fully acknowledge the violation (no deflecting blame on the customer or Seller Support).
Clearly explain what you did wrong, why it happened, and how you now understand the policy.
Lay out specific actions you'll take to ensure it never happens again — even if that means limiting post-resolution communication entirely.
But just to be clear: the odds are against you, and this situation didn’t happen to you — it happened because of you.
