Account has been deactivated
Hello, My account has been has been deactivated. And I addressed all the queries in detail and submitted. But not sure what’s going wrong, my appeal process is just re-iterating and asking similar set of questions.
Tried to contact customer services but unfortunately they are redirecting me to Appeal page again and again.
Can anyone help me on this. Thank you
Account has been deactivated
Hello, My account has been has been deactivated. And I addressed all the queries in detail and submitted. But not sure what’s going wrong, my appeal process is just re-iterating and asking similar set of questions.
Tried to contact customer services but unfortunately they are redirecting me to Appeal page again and again.
Can anyone help me on this. Thank you
0 replies
Seller_BS5lg2keRs2QO
You need to share the original message from amazon, your appeal and also amazon’s response to your appeal.
Seller_QiiX13J3gNJ9e
Initial message from Amazon was.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
I submitted answers to these questions then the sent me below questions.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving defective items.
– Greater detail on the actions you have taken to resolve buyers receiving defective items.
– Greater detail on the steps you have taken to prevent buyers receiving defective items going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on the root causes of buyers receiving incomplete orders.
– Greater detail on the actions you have taken to resolve buyers receiving incomplete orders.
– Greater detail on the steps you have taken to prevent buyers from receiving incomplete orders going forward.
– Greater detail on the root causes of buyers receiving items with different condition than described.
– Greater detail on the actions you have taken to resolve buyers receiving items with different condition than described.
– Greater detail on the steps you have taken to prevent buyers receiving items with different condition than described going forward.
– Greater detail on the root causes of customer complaints of unresponsive or poor customer service.
– Greater detail on the actions you have taken to resolve customer complaints of unresponsive or poor customer service.
– Greater detail on the steps you have taken to prevent complaints of unresponsive or poor customer service going forward.
– Greater detail on the root causes of shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the actions you have taken to resolve shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the steps you have taken to prevent shipments being damaged, incomplete or lost due improper packaging going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Answered all these and got below message from Amazon
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Any idea what’s going wrong here. Thank you in advance.
Seller_QiiX13J3gNJ9e
@Demel - Actually my recent orders have been delivered late and one is lost in transit. One order ended up with wrong item delivery. But Amazon have asked me other questions which are not relevant to my orders.
Seller_QiiX13J3gNJ9e
This was the initial message from Amazon.
Dear Seller, Your Seller-fulfilled offers have been deactivated. Please ship any open orders to avoid further impact to your account. Why is this happening? Your order defect rate exceeded the target of 1%. Amazon’s Order Defect Rate Policy can be found at https://sellercentral-europe.amazon.com/gp/help/200285170. Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. How do I reactivate my Seller-fulfilled offers? Please review your orders to determine the cause of the issues. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links: – Appeal A-to-z Claims: https://sellercentral.amazon.co.uk/gp/help/G202041210 – Request removal of seller feedback: https://sellercentral.amazon.co.uk/gp/help/20231 – Appeal Chargeback Claims: https://sellercentral.amazon.co.uk/gp/help/G202145040 Additionally, please send a plan of action that explains: – The root cause(s) of A-to-z claims, negative feedback and service chargebacks. – The actions you have taken to resolve A-to-z claims, negative feedback and service chargebacks. – The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward. How do I send the required information? Click the Appeal button next to this message on the Performance Notifications page in Seller Central to submit the information at https://sellercentral.amazon.co.uk/performance/notifications?ref=ah_em_op. What happens if I do not send the requested information? If we do not receive the requested information, your Seller-fulfilled offers will remain deactivated. Funds may not be transferred to you but will stay in your account while we work with you to address this issue. This process usually takes about 60 days but could take longer. We’re here to help If you have questions about this policy or information requested above, please contact us at https://sellercentral-europe.amazon.com/cu/contact-us. Additionally, please find assistance creating a plan of action at https://sellercentral.amazon.co.uk/gp/help/G201623610. Have your Seller-fulfilled offers 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 Order Defect Rate Policy. You can view your account performance at https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_op 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. – Download iOS App at https://itunes.apple.com/gb/app/amazon-seller/id794141485. – Download Android App at https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB.
Seller_QiiX13J3gNJ9e
my reply
Plan of Action
Dear Amazon.co.uk Seller Performance Team,
Thank you for giving me an opportunity to appeal our seller account’s suspension for it’s Order Defect Rate exceeding the 1% target.
I understand that Amazon takes failures to comply with their requirements very seriously and I should and I would like to share with you our Plan of Action on which we explain what I have done to resolve the issue and what I will do to prevent similar complaints/issues in future.
What Went wrong:
Over the past few days several customers reported issues regarding their orders. We received complaints about late deliveries, non-receipt of orders and A-Z claims followed by Negative feedbacks.
We failed to use a reliable Suppliers/Couriers, which would provide us with proper tracking information to be able to locate parcels and ensure their timely delivery t customers.
We failed to contact our drop ship suppliers on time due to their reduced staff during Covid.
What I have done to resolve the problem:
All affected customers who let us know that they haven’t received their Orders have been fully refunded as quickly as possible.
We responded to all buyer messages in timely and professional manner and apologized for the inconvenience.I also reached out to all customers who left us negative feedback to resolve the issue to their full satisfaction.
Aimed to respond to customer message as quickly as possible.
What I will do to prevent similar complaints in the future.
I will start sending all my Inventory to Amazon FBA and use FBA program, because I previously used FBA program and our seller performance was extremely good. It gave us positive feedbacks from customers.
Though I am planning to send all my Inventory to FBA, I will continue focusing on customer queries in timely manner.
I will aim to choose trusted suppliers so that I will get high quality products only.
If at all, I list any items under merchant fulfilled, I will choose DPD courier services as I used their services earlier and they are reliable. I will confirmed and update shipping details as soon as I ship them.
My account has complied with Amazon policies:
We understand Amazon is the best selling platform and provides huge opportunities to sellers like me while serving millions of customers. I always aim to follow Amazon policies and make sure I am working to improve customer services and prevent A-Z claims, negative feedbacks.
Aim to add high quality products to my Inventory.
Aim to add tracking details in timely manner.
Aim to list authorised products only and avoid duplicate listings.
Will continuously review my action plan to meet Amazon policy changes so that I can make sure I am working complying with Amazon policies.
We believe that this plan sufficiently addresses the complaints and we are looking forward to have my selling privileges fully restored.
Thank you,
Amar_Amazon
Hello Ishaana_Classics,
Thank you for reaching out.
I’ve gone through your appeal and according to me your appeal seems to be good to go.
Kindly go ahead and appeal for it accordingly & we hope your account gets reinstated.
Regards,
Amar.
Account has been deactivated
Hello, My account has been has been deactivated. And I addressed all the queries in detail and submitted. But not sure what’s going wrong, my appeal process is just re-iterating and asking similar set of questions.
Tried to contact customer services but unfortunately they are redirecting me to Appeal page again and again.
Can anyone help me on this. Thank you
Account has been deactivated
Hello, My account has been has been deactivated. And I addressed all the queries in detail and submitted. But not sure what’s going wrong, my appeal process is just re-iterating and asking similar set of questions.
Tried to contact customer services but unfortunately they are redirecting me to Appeal page again and again.
Can anyone help me on this. Thank you
Account has been deactivated
Hello, My account has been has been deactivated. And I addressed all the queries in detail and submitted. But not sure what’s going wrong, my appeal process is just re-iterating and asking similar set of questions.
Tried to contact customer services but unfortunately they are redirecting me to Appeal page again and again.
Can anyone help me on this. Thank you
0 replies
0 replies
Seller_BS5lg2keRs2QO
You need to share the original message from amazon, your appeal and also amazon’s response to your appeal.
Seller_QiiX13J3gNJ9e
Initial message from Amazon was.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
I submitted answers to these questions then the sent me below questions.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving defective items.
– Greater detail on the actions you have taken to resolve buyers receiving defective items.
– Greater detail on the steps you have taken to prevent buyers receiving defective items going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on the root causes of buyers receiving incomplete orders.
– Greater detail on the actions you have taken to resolve buyers receiving incomplete orders.
– Greater detail on the steps you have taken to prevent buyers from receiving incomplete orders going forward.
– Greater detail on the root causes of buyers receiving items with different condition than described.
– Greater detail on the actions you have taken to resolve buyers receiving items with different condition than described.
– Greater detail on the steps you have taken to prevent buyers receiving items with different condition than described going forward.
– Greater detail on the root causes of customer complaints of unresponsive or poor customer service.
– Greater detail on the actions you have taken to resolve customer complaints of unresponsive or poor customer service.
– Greater detail on the steps you have taken to prevent complaints of unresponsive or poor customer service going forward.
– Greater detail on the root causes of shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the actions you have taken to resolve shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the steps you have taken to prevent shipments being damaged, incomplete or lost due improper packaging going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Answered all these and got below message from Amazon
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Any idea what’s going wrong here. Thank you in advance.
Seller_QiiX13J3gNJ9e
@Demel - Actually my recent orders have been delivered late and one is lost in transit. One order ended up with wrong item delivery. But Amazon have asked me other questions which are not relevant to my orders.
Seller_QiiX13J3gNJ9e
This was the initial message from Amazon.
Dear Seller, Your Seller-fulfilled offers have been deactivated. Please ship any open orders to avoid further impact to your account. Why is this happening? Your order defect rate exceeded the target of 1%. Amazon’s Order Defect Rate Policy can be found at https://sellercentral-europe.amazon.com/gp/help/200285170. Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. How do I reactivate my Seller-fulfilled offers? Please review your orders to determine the cause of the issues. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links: – Appeal A-to-z Claims: https://sellercentral.amazon.co.uk/gp/help/G202041210 – Request removal of seller feedback: https://sellercentral.amazon.co.uk/gp/help/20231 – Appeal Chargeback Claims: https://sellercentral.amazon.co.uk/gp/help/G202145040 Additionally, please send a plan of action that explains: – The root cause(s) of A-to-z claims, negative feedback and service chargebacks. – The actions you have taken to resolve A-to-z claims, negative feedback and service chargebacks. – The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward. How do I send the required information? Click the Appeal button next to this message on the Performance Notifications page in Seller Central to submit the information at https://sellercentral.amazon.co.uk/performance/notifications?ref=ah_em_op. What happens if I do not send the requested information? If we do not receive the requested information, your Seller-fulfilled offers will remain deactivated. Funds may not be transferred to you but will stay in your account while we work with you to address this issue. This process usually takes about 60 days but could take longer. We’re here to help If you have questions about this policy or information requested above, please contact us at https://sellercentral-europe.amazon.com/cu/contact-us. Additionally, please find assistance creating a plan of action at https://sellercentral.amazon.co.uk/gp/help/G201623610. Have your Seller-fulfilled offers 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 Order Defect Rate Policy. You can view your account performance at https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_op 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. – Download iOS App at https://itunes.apple.com/gb/app/amazon-seller/id794141485. – Download Android App at https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB.
Seller_QiiX13J3gNJ9e
my reply
Plan of Action
Dear Amazon.co.uk Seller Performance Team,
Thank you for giving me an opportunity to appeal our seller account’s suspension for it’s Order Defect Rate exceeding the 1% target.
I understand that Amazon takes failures to comply with their requirements very seriously and I should and I would like to share with you our Plan of Action on which we explain what I have done to resolve the issue and what I will do to prevent similar complaints/issues in future.
What Went wrong:
Over the past few days several customers reported issues regarding their orders. We received complaints about late deliveries, non-receipt of orders and A-Z claims followed by Negative feedbacks.
We failed to use a reliable Suppliers/Couriers, which would provide us with proper tracking information to be able to locate parcels and ensure their timely delivery t customers.
We failed to contact our drop ship suppliers on time due to their reduced staff during Covid.
What I have done to resolve the problem:
All affected customers who let us know that they haven’t received their Orders have been fully refunded as quickly as possible.
We responded to all buyer messages in timely and professional manner and apologized for the inconvenience.I also reached out to all customers who left us negative feedback to resolve the issue to their full satisfaction.
Aimed to respond to customer message as quickly as possible.
What I will do to prevent similar complaints in the future.
I will start sending all my Inventory to Amazon FBA and use FBA program, because I previously used FBA program and our seller performance was extremely good. It gave us positive feedbacks from customers.
Though I am planning to send all my Inventory to FBA, I will continue focusing on customer queries in timely manner.
I will aim to choose trusted suppliers so that I will get high quality products only.
If at all, I list any items under merchant fulfilled, I will choose DPD courier services as I used their services earlier and they are reliable. I will confirmed and update shipping details as soon as I ship them.
My account has complied with Amazon policies:
We understand Amazon is the best selling platform and provides huge opportunities to sellers like me while serving millions of customers. I always aim to follow Amazon policies and make sure I am working to improve customer services and prevent A-Z claims, negative feedbacks.
Aim to add high quality products to my Inventory.
Aim to add tracking details in timely manner.
Aim to list authorised products only and avoid duplicate listings.
Will continuously review my action plan to meet Amazon policy changes so that I can make sure I am working complying with Amazon policies.
We believe that this plan sufficiently addresses the complaints and we are looking forward to have my selling privileges fully restored.
Thank you,
Amar_Amazon
Hello Ishaana_Classics,
Thank you for reaching out.
I’ve gone through your appeal and according to me your appeal seems to be good to go.
Kindly go ahead and appeal for it accordingly & we hope your account gets reinstated.
Regards,
Amar.
Seller_BS5lg2keRs2QO
You need to share the original message from amazon, your appeal and also amazon’s response to your appeal.
Seller_BS5lg2keRs2QO
You need to share the original message from amazon, your appeal and also amazon’s response to your appeal.
Seller_QiiX13J3gNJ9e
Initial message from Amazon was.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
I submitted answers to these questions then the sent me below questions.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving defective items.
– Greater detail on the actions you have taken to resolve buyers receiving defective items.
– Greater detail on the steps you have taken to prevent buyers receiving defective items going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on the root causes of buyers receiving incomplete orders.
– Greater detail on the actions you have taken to resolve buyers receiving incomplete orders.
– Greater detail on the steps you have taken to prevent buyers from receiving incomplete orders going forward.
– Greater detail on the root causes of buyers receiving items with different condition than described.
– Greater detail on the actions you have taken to resolve buyers receiving items with different condition than described.
– Greater detail on the steps you have taken to prevent buyers receiving items with different condition than described going forward.
– Greater detail on the root causes of customer complaints of unresponsive or poor customer service.
– Greater detail on the actions you have taken to resolve customer complaints of unresponsive or poor customer service.
– Greater detail on the steps you have taken to prevent complaints of unresponsive or poor customer service going forward.
– Greater detail on the root causes of shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the actions you have taken to resolve shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the steps you have taken to prevent shipments being damaged, incomplete or lost due improper packaging going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Answered all these and got below message from Amazon
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Any idea what’s going wrong here. Thank you in advance.
Seller_QiiX13J3gNJ9e
Initial message from Amazon was.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
I submitted answers to these questions then the sent me below questions.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving defective items.
– Greater detail on the actions you have taken to resolve buyers receiving defective items.
– Greater detail on the steps you have taken to prevent buyers receiving defective items going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on the root causes of buyers receiving incomplete orders.
– Greater detail on the actions you have taken to resolve buyers receiving incomplete orders.
– Greater detail on the steps you have taken to prevent buyers from receiving incomplete orders going forward.
– Greater detail on the root causes of buyers receiving items with different condition than described.
– Greater detail on the actions you have taken to resolve buyers receiving items with different condition than described.
– Greater detail on the steps you have taken to prevent buyers receiving items with different condition than described going forward.
– Greater detail on the root causes of customer complaints of unresponsive or poor customer service.
– Greater detail on the actions you have taken to resolve customer complaints of unresponsive or poor customer service.
– Greater detail on the steps you have taken to prevent complaints of unresponsive or poor customer service going forward.
– Greater detail on the root causes of shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the actions you have taken to resolve shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the steps you have taken to prevent shipments being damaged, incomplete or lost due improper packaging going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Answered all these and got below message from Amazon
– Greater detail on the root causes of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on the root causes of buyers receiving different items.
– Greater detail on the actions you have taken to resolve buyers receiving different items.
– Greater detail on the steps you have taken to prevent buyers receiving different items going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Any idea what’s going wrong here. Thank you in advance.
Seller_QiiX13J3gNJ9e
@Demel - Actually my recent orders have been delivered late and one is lost in transit. One order ended up with wrong item delivery. But Amazon have asked me other questions which are not relevant to my orders.
Seller_QiiX13J3gNJ9e
@Demel - Actually my recent orders have been delivered late and one is lost in transit. One order ended up with wrong item delivery. But Amazon have asked me other questions which are not relevant to my orders.
Seller_QiiX13J3gNJ9e
This was the initial message from Amazon.
Dear Seller, Your Seller-fulfilled offers have been deactivated. Please ship any open orders to avoid further impact to your account. Why is this happening? Your order defect rate exceeded the target of 1%. Amazon’s Order Defect Rate Policy can be found at https://sellercentral-europe.amazon.com/gp/help/200285170. Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. How do I reactivate my Seller-fulfilled offers? Please review your orders to determine the cause of the issues. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links: – Appeal A-to-z Claims: https://sellercentral.amazon.co.uk/gp/help/G202041210 – Request removal of seller feedback: https://sellercentral.amazon.co.uk/gp/help/20231 – Appeal Chargeback Claims: https://sellercentral.amazon.co.uk/gp/help/G202145040 Additionally, please send a plan of action that explains: – The root cause(s) of A-to-z claims, negative feedback and service chargebacks. – The actions you have taken to resolve A-to-z claims, negative feedback and service chargebacks. – The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward. How do I send the required information? Click the Appeal button next to this message on the Performance Notifications page in Seller Central to submit the information at https://sellercentral.amazon.co.uk/performance/notifications?ref=ah_em_op. What happens if I do not send the requested information? If we do not receive the requested information, your Seller-fulfilled offers will remain deactivated. Funds may not be transferred to you but will stay in your account while we work with you to address this issue. This process usually takes about 60 days but could take longer. We’re here to help If you have questions about this policy or information requested above, please contact us at https://sellercentral-europe.amazon.com/cu/contact-us. Additionally, please find assistance creating a plan of action at https://sellercentral.amazon.co.uk/gp/help/G201623610. Have your Seller-fulfilled offers 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 Order Defect Rate Policy. You can view your account performance at https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_op 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. – Download iOS App at https://itunes.apple.com/gb/app/amazon-seller/id794141485. – Download Android App at https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB.
Seller_QiiX13J3gNJ9e
This was the initial message from Amazon.
Dear Seller, Your Seller-fulfilled offers have been deactivated. Please ship any open orders to avoid further impact to your account. Why is this happening? Your order defect rate exceeded the target of 1%. Amazon’s Order Defect Rate Policy can be found at https://sellercentral-europe.amazon.com/gp/help/200285170. Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. How do I reactivate my Seller-fulfilled offers? Please review your orders to determine the cause of the issues. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links: – Appeal A-to-z Claims: https://sellercentral.amazon.co.uk/gp/help/G202041210 – Request removal of seller feedback: https://sellercentral.amazon.co.uk/gp/help/20231 – Appeal Chargeback Claims: https://sellercentral.amazon.co.uk/gp/help/G202145040 Additionally, please send a plan of action that explains: – The root cause(s) of A-to-z claims, negative feedback and service chargebacks. – The actions you have taken to resolve A-to-z claims, negative feedback and service chargebacks. – The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward. How do I send the required information? Click the Appeal button next to this message on the Performance Notifications page in Seller Central to submit the information at https://sellercentral.amazon.co.uk/performance/notifications?ref=ah_em_op. What happens if I do not send the requested information? If we do not receive the requested information, your Seller-fulfilled offers will remain deactivated. Funds may not be transferred to you but will stay in your account while we work with you to address this issue. This process usually takes about 60 days but could take longer. We’re here to help If you have questions about this policy or information requested above, please contact us at https://sellercentral-europe.amazon.com/cu/contact-us. Additionally, please find assistance creating a plan of action at https://sellercentral.amazon.co.uk/gp/help/G201623610. Have your Seller-fulfilled offers 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 Order Defect Rate Policy. You can view your account performance at https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_op 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. – Download iOS App at https://itunes.apple.com/gb/app/amazon-seller/id794141485. – Download Android App at https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB.
Seller_QiiX13J3gNJ9e
my reply
Plan of Action
Dear Amazon.co.uk Seller Performance Team,
Thank you for giving me an opportunity to appeal our seller account’s suspension for it’s Order Defect Rate exceeding the 1% target.
I understand that Amazon takes failures to comply with their requirements very seriously and I should and I would like to share with you our Plan of Action on which we explain what I have done to resolve the issue and what I will do to prevent similar complaints/issues in future.
What Went wrong:
Over the past few days several customers reported issues regarding their orders. We received complaints about late deliveries, non-receipt of orders and A-Z claims followed by Negative feedbacks.
We failed to use a reliable Suppliers/Couriers, which would provide us with proper tracking information to be able to locate parcels and ensure their timely delivery t customers.
We failed to contact our drop ship suppliers on time due to their reduced staff during Covid.
What I have done to resolve the problem:
All affected customers who let us know that they haven’t received their Orders have been fully refunded as quickly as possible.
We responded to all buyer messages in timely and professional manner and apologized for the inconvenience.I also reached out to all customers who left us negative feedback to resolve the issue to their full satisfaction.
Aimed to respond to customer message as quickly as possible.
What I will do to prevent similar complaints in the future.
I will start sending all my Inventory to Amazon FBA and use FBA program, because I previously used FBA program and our seller performance was extremely good. It gave us positive feedbacks from customers.
Though I am planning to send all my Inventory to FBA, I will continue focusing on customer queries in timely manner.
I will aim to choose trusted suppliers so that I will get high quality products only.
If at all, I list any items under merchant fulfilled, I will choose DPD courier services as I used their services earlier and they are reliable. I will confirmed and update shipping details as soon as I ship them.
My account has complied with Amazon policies:
We understand Amazon is the best selling platform and provides huge opportunities to sellers like me while serving millions of customers. I always aim to follow Amazon policies and make sure I am working to improve customer services and prevent A-Z claims, negative feedbacks.
Aim to add high quality products to my Inventory.
Aim to add tracking details in timely manner.
Aim to list authorised products only and avoid duplicate listings.
Will continuously review my action plan to meet Amazon policy changes so that I can make sure I am working complying with Amazon policies.
We believe that this plan sufficiently addresses the complaints and we are looking forward to have my selling privileges fully restored.
Thank you,
Seller_QiiX13J3gNJ9e
my reply
Plan of Action
Dear Amazon.co.uk Seller Performance Team,
Thank you for giving me an opportunity to appeal our seller account’s suspension for it’s Order Defect Rate exceeding the 1% target.
I understand that Amazon takes failures to comply with their requirements very seriously and I should and I would like to share with you our Plan of Action on which we explain what I have done to resolve the issue and what I will do to prevent similar complaints/issues in future.
What Went wrong:
Over the past few days several customers reported issues regarding their orders. We received complaints about late deliveries, non-receipt of orders and A-Z claims followed by Negative feedbacks.
We failed to use a reliable Suppliers/Couriers, which would provide us with proper tracking information to be able to locate parcels and ensure their timely delivery t customers.
We failed to contact our drop ship suppliers on time due to their reduced staff during Covid.
What I have done to resolve the problem:
All affected customers who let us know that they haven’t received their Orders have been fully refunded as quickly as possible.
We responded to all buyer messages in timely and professional manner and apologized for the inconvenience.I also reached out to all customers who left us negative feedback to resolve the issue to their full satisfaction.
Aimed to respond to customer message as quickly as possible.
What I will do to prevent similar complaints in the future.
I will start sending all my Inventory to Amazon FBA and use FBA program, because I previously used FBA program and our seller performance was extremely good. It gave us positive feedbacks from customers.
Though I am planning to send all my Inventory to FBA, I will continue focusing on customer queries in timely manner.
I will aim to choose trusted suppliers so that I will get high quality products only.
If at all, I list any items under merchant fulfilled, I will choose DPD courier services as I used their services earlier and they are reliable. I will confirmed and update shipping details as soon as I ship them.
My account has complied with Amazon policies:
We understand Amazon is the best selling platform and provides huge opportunities to sellers like me while serving millions of customers. I always aim to follow Amazon policies and make sure I am working to improve customer services and prevent A-Z claims, negative feedbacks.
Aim to add high quality products to my Inventory.
Aim to add tracking details in timely manner.
Aim to list authorised products only and avoid duplicate listings.
Will continuously review my action plan to meet Amazon policy changes so that I can make sure I am working complying with Amazon policies.
We believe that this plan sufficiently addresses the complaints and we are looking forward to have my selling privileges fully restored.
Thank you,
Amar_Amazon
Hello Ishaana_Classics,
Thank you for reaching out.
I’ve gone through your appeal and according to me your appeal seems to be good to go.
Kindly go ahead and appeal for it accordingly & we hope your account gets reinstated.
Regards,
Amar.
Amar_Amazon
Hello Ishaana_Classics,
Thank you for reaching out.
I’ve gone through your appeal and according to me your appeal seems to be good to go.
Kindly go ahead and appeal for it accordingly & we hope your account gets reinstated.
Regards,
Amar.
