Policy violation
I have received the following message. I am so careful in this area. I have no idea what I am meant to have done.
I don’t understand how I can put a plan of action together to prove I have not done something. Should I demonstrate that I understand their policies?#
Thanks
subject = Important message about your Amazon seller account
Dear seller,
Your account is at risk of being deactivated.
Why did I receive this message?
We are contacting you because you appear to have violated one or more of the following Seller Code of Conduct requirements on Amazon.co.uk:
– Influencing customers’ ratings, feedback, and reviews
– Manipulating Sales Rank
– Artificially inflating web traffic
Prohibited behaviors on Amazon.co.uk include, but are not limited to:
– Hiring 3rd parties to try to improve ASIN rank and/or reviews.
– Sending packages to addresses where the recipient does not order or expect them.
– Soliciting or accepting false or fraudulent orders.
– Placing orders for your own products.
– Compensating buyers for purchasing your products (including claim codes).
We’re here to help.
If you have questions about this policy or the information requested above, please contact us (https://sellercentral-europe.amazon.com/cu/contact-us). Additionally, please find general guidance for creating a plan of action in Seller Central Help (https://sellercentral.amazon.co.uk/gp/help/G201623610).
Has this message been sent 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 your account complies with our Selling Policies and Seller Code of Conduct.
– How your account has not violated our policies.
You can view your account performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_ap) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
– iOS App (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8)
– Android App (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB)
Thank you,
Sincerely,
Seller Performance Team
0 replies
Seller_esvgLzKXw2YAl
There has to be something that they have found.
Do you use any kind of emails etc to follow up on feedback and so on?
Seller_Yja9oH7DLHk2I
I recently reported a couple of messages where people had written to me offering to provide a good review in exchange for a free product. I di not reply to their messages.
Could that have caused a problem?
Seller_BS5lg2keRs2QO
Have you had an increase in cancelled / pending orders? That can often trigger this action. Also worth looking at your page views to see if there’s been a sudden spike.
Seller_WeWektiY4a6Qn
Yes we’ve just received the same, Completely stumped, It does look like a genuine amazon email, There’s currently no alert within our amazon account either, I know sometimes though the emails from amazon can come through before the account dashboard updates and shows potential issues
Seller_WxKirdM9gckrp
I received the same notification but I think I know why mine is, basically I sell a product which requires product instructions to be sent via email sometimes customers have selected not to receive emails from sellers… So today I got a letter at my business address providing her order number & all other details & she stated they had not received the product instructions, so I found her order on Amazon & sent her an message stating I have got her letter but can only reply via Amazon buyer/seller messaging service, but this also got blocked, so I sent the message as important to ensure she got the email… But I think this has created the flag? But technically have I done anything wrong?
Seller_Yja9oH7DLHk2I
It has now appeared on my dashboard. It says a warning has been sent. There is no option to appeal on the dashboard.
It is going to sit there for 6 months.
My worry is if I haven’t done anything how can I be sure Amazon won’t think I have done something again?
Should I try to appeal?
Seller_Yja9oH7DLHk2I
What does this bit about claim codes mean?
Prohibited behaviors on Amazon.co.uk include, but are not limited to:
Compensating buyers for purchasing your products (including claim codes).
Seller_WxKirdM9gckrp
Yeah we can send instructions via buyer/seller messaging service however because I marked the message as important thats what caused the issue…
Seller_WxKirdM9gckrp
I was wondering if anyone had a chance to review my reply which I have copied in again below, would be good to know if anyone feels like this is what caused the performance notification…
I received the same notification but I think I know why mine is, basically I sell a product which requires product instructions to be sent via email sometimes customers have opted out from receiving messages from sellers… So today I got a letter at my business address from a buyer providing her order number & all other details & she stated they had not received the product instructions, so I found her order on Amazon & sent her an message stating I have got her letter but can only reply via Amazon buyer/seller messaging service, but again this message got blocked because she has opted out from receiving messages from sellers… so I sent another message but this time I marked the message as “Seller has encountered an unexpected problem with completing your order” to ensure the message actually gets to her… So I think this is what raised the flag for me…
Seller_Yja9oH7DLHk2I
I don’t think the reason you have identified would trigger this type of violation.
