Amazon Account Reinstatement and Suspension Prevention

50 Ways to Lose Your Seller Account…

85 Comments
  • Adrienne Dupree
    Posted at 18:41h, 16 February Reply

    Very well written article. In my first month of selling, my account was suspended due to order defect rate. I wrote an appeal and my account was reinstated the next day. I corrected the problems and now have stellar metrics. What is the name of the software you use to notify you via text when you get a negative review? Also, what is the software you are using to communicate with your buyers?

    • Cynthia Stine
      Posted at 18:56h, 16 February Reply

      Adrienne,

      Thank you for your kind words. I’m glad the article was interesting to you. I use Feedback Genius to send letters to all my customers. It is a robust program with a lot of cool features including the ability to text me when I get a “3” or below. I wrote about them not too long ago: http://www.onlinesalesstepbystep.com/feedbackgenius. It is integrated with Amazon’s platform (and follows Amazon’s rules for communication). It offers the ability to send customized emails by ASIN if you want or a general one to everyone. I had a client who had trouble with a particular product in that people did not know how to use it properly. They would think it was broken and want to send it back. My sending out a special email just to the customers of that product line before and after they received the product, we were able to cut his customer complaints and refunds back significantly…AND increase his positive feedback.

      Cheers,
      Cynthia

    • jason
      Posted at 19:23h, 08 August Reply

      Thanks Guys!

    • Wille Nah
      Posted at 16:03h, 01 November Reply

      Some of my competitors doing scamming by black hat seo & the method working well but why not amazon tracking them??

  • Suzi Berman
    Posted at 19:11h, 16 February Reply

    Hi Cynthia: Great post! This is big fear of mine. I’m not a professional seller, just little things here and there. One time 2 buyers purchased items from me (not FBA) and because of an email glitch, I didn’t find out about it for almost a week. Amazon was not happy and neither was I truthfully! I then got the products out immediately. I think it brought my rating down but they didn’t take away my account.

    • Cynthia Stine
      Posted at 10:49h, 17 February Reply

      Suzi,

      Over time, your rating will come back up again as you continue to be responsive to orders. Obviously this was outside the norm for you or you would have gotten a stronger response. Your situation is common for people who sell occasionally. Sellers who have greater volume tend to be in SellerCentral pretty much every day and can catch things that they miss in their email – it has come in handy for me many times. In your case, you may want to consider having an assistant log in to SellerCentral once a day to make sure there’s nothing waiting to be shipped out. I’m waiting for the day when Amazon lets us text certain notices to our phones. My friend Lynn has a specific sound when she gets Amazon emails. It sounds like an old fashioned cash register which is hilarious. Of course that wouldn’t have helped you when your email wasn’t working properly. Thanks for sharing your experience.

      Cheers,
      Cynthia

  • April
    Posted at 22:26h, 16 February Reply

    Thanks for the time you spend pulling this information together. I’m wondering about ASIN change notifications. Is there anyway to see what the listing used to be before it got changed? I have to admit I haven’t taken a picture and made detailed notes about every used book I’ve shipped in via FBA, so I’m having trouble making sure some drastic change wasn’t made to the listing.

    • Cynthia Stine
      Posted at 11:34h, 17 February Reply

      April,

      Amazon will send you an email (I have them go into a special email folder now) and give you a chance to dispute ASIN changes as they are made. You should ALWAYS dispute it because that link to dispute the change takes you to a page where you can see what the listing said before and what it will say now. If you are OK with the changes, you can click a button that says you are OK with the changes and you’re done.

      If you think they are crazy-crazy, then you can explain why you are disputing the change. If the change was made a while ago and you didn’t see it, but you catch it later, you can open a case with Amazon explaining that the listing was originally for a black hippo (for example). They keep records on EVERY change to the catalog – date, time, who made the change, everything. If you say “it was a black hippo when I sent in mine!” they can see that you were correct and fix the ASIN.

      Most book ASIN changes are things like improved descriptions and additional pictures. Books tend to have many versions with the same ISBN# as you know. The best way to keep yourself out of trouble is to be clear about your book when you list it. In your notes you can say “Mine is from 1975 and has a different cover than the one pictured,” kind of thing. With many book listings they will have the alternate cover pictures as well as the main image. I occasionally get an ASIN that is a weight change. If a book suddenly is a LOT lighter or heavier, you should dispute it. MF sellers sometimes play with weights so they can make more money shipping. You might say “This is a textbook and is heavier than X ounces,” or “this is a mass-produced paperback that weighs less than 1 pound.”

      I have thousands of books at Amazon and I definitely can’t remember each one so I rely on my notes to give an accurate description of the book (cover has crease and worn corners). Like you, I wouldn’t necessarily know if someone changed a picture or listing. However, I’m comforted in books that third-party sellers CANNOT change the listing that Amazon creates. If Amazon is selling a book for new, it is their listing and you can’t mess with it. They own the book category. You only get into ASIN monkey business with listings created by sellers for old books. 99% of all ASIN changes I see in books are people tweaking the descriptions to sound more appealing. I have much more ASIN activity on my non-book products.

      Cheers,
      Cynthia

      • April
        Posted at 15:35h, 17 February Reply

        Thanks so much! This was just what I needed to know. 🙂

  • Thomas
    Posted at 22:30h, 16 February Reply

    Hi Cynthia
    Excellent article. Very informative.
    I have a question – when you say,
    “Basically, my client was selling on this other guy’s listing and he didn’t like it.”
    Are you talking about the “stickerless, co-mingled inventory” option?

    • Cynthia Stine
      Posted at 10:39h, 17 February Reply

      Thomas,

      Great question! No, what I meant was he was sharing the listing. My client was fulfilling his own orders as was the other seller. They weren’t even doing FBA for this particular product. The first seller had created the listing and did not like sharing it with my client. They filed multiple policy violations against my client.

      The stakes are high as this product sells thousands of units a week on Amazon.com so the other seller was motivated to NOT share the Buy Box. I won’t get into the nitty gritty but suffice it to say for Amazon to determine who was right or wrong in this situation would have required a fair degree of sophistication in electronics and – as I explained to my client – it just wasn’t going to happen. He needed to move on from being right and focus on how he could sell without getting more policy violations.

      Cheers,
      Cynthia

  • Joyce
    Posted at 03:28h, 17 February Reply

    Thank you I love this article and i am afraid of doing something wrong with my FBA account before I can get it up and running good. I’m a newbie and I sent in some music CD’s and wanted to know if the cover did not match but the title and music did match would I get suspended if some complained. Since I can’t remember which ones it was do you think i should have all 98 of them sent back to me and re summit them.

    • Cynthia Stine
      Posted at 11:05h, 17 February Reply

      Joyce,

      I’m not sure I understand the question. If the cover doesn’t match the listing, I would think that’s a problem. Is this some kind of bootleg or home-made CD? How do you know that the cover doesn’t match the contents? If there’s an easy way to tell by looking or by reading the listing, you may be able to get some help from Amazon in identifying the offending items and getting them removed without sending back all your inventory.

      Early on in my selling career I sent in some Advanced Reader’s Copies of books which is a no-no. Because I was honest, I had listed in my notes that it was an advanced reader’s copy…which brought them to Amazon’s attention (irony!). I was warned by Amazon and given a week to fix the situation. I had all the ARC’s destroyed before anyone bought one of the offending books and everything was fine again.

      Bottom Line: if the customer complains that they didn’t get what they ordered then you could get in trouble – especially if it is habitual. Usually a quick refund and an apology will keep a complaint from escalating up to Amazon’s attention (they’ll leave you negative seller feedback for you). If it is a case where there is an alternate cover (you see this in books a lot which have multiple versions over the years), you should be OK – particularly if you note it in your notes like “This is the 1999 version from Sony records which has the purple cover.” If your cover is an alternate cover, you might consider (in the future obviously) uploading it to the listing and noting it in your notes “See alternate cover above.” This assumes that these CDs are worth the trouble and valuable.

      Hope this helps!

      Cheers,
      Cynthia

  • Jan
    Posted at 10:42h, 17 February Reply

    I am wondering the same thing as April. I’m 99% sure that one of the items that I sent to AZ FBA has had the photo, description and title changed because I know that I wouldn’t have listed the item without making sure it was the same thing and what is listed now is not what I remember sending in.

    I just now created a removal order for it so I can check to make sure, but I don’t know how I can prove that the listing showed a different picture before. I did get some emails with ASIN changes for that item and all of the things I mentioned were changed except for the photo (according to the email records).

    Is there a place I can go to see the history of ASIN changes? I might have deleted an email that said the photo was changed and then I’d have everything to support my claim that the listing has been almost completely changed into a different item.

    • Cynthia Stine
      Posted at 11:36h, 17 February Reply

      Jan,

      Before you have the item returned to you (if it is not too late), open a case with Amazon and ask them if the photo was changed recently. They keep track of EVERY change to their catalog and should be able to tell you. For the future, my best suggestion for you is to go through the ASIN changes emails every day and dispute them (see my response to April below) so you don’t miss out going forwards. There is no report that I’m aware of that will tell you about past ASIN changes.

      Cheers,
      Cynthia

  • Georgene Harkness
    Posted at 14:28h, 18 February Reply

    Interesting – and useful – article. It actually spurred me to go ahead and respond to a notification I received a couple of weeks ago, over a Christmas ornament that had FIVE different measurements – all conflicting – within the description and bullet points. This ornament was – depending on who you listened to – 5″, 12″, 14″ or 15″. The one I sourced from the Disney store was actually 5 inches, and it was the correct item. Nevertheless, customers saw the 15″ description and had a fit when they got the 5″ one that was actually listed.

    Although I was restricted from selling that ASIN, I decided not to do anything about it, because I never wanted to see that stupid ornament again. But after reading your blogpost, I decided to respond and let seller performance know that I understood the problem, and that even though I was not requesting reinstatement for that ASIN, I would sincerely try to follow their requirements in the future (basically impossible, but that wasn’t the point).

    So, that’s what I did and got back a “Thank you for trying to follow the rules,” email, which is all I really wanted. I just wanted a record that I recognized the problem and took certain steps (which I did list to them) so that it would not happen again. This will, I hope, clear the way for a bit of understanding if something happens going forward with a different ASIN. At least they will know I am trying.

    Thanks for the post!

    • Cynthia Stine
      Posted at 15:17h, 18 February Reply

      This is one of the downsides of using a listing program to send our products to Amazon – we rarely see the actual listing: just the picture and seller stats. Now that Amazon has been sending me every @#$% ASIN change for over 4,000 products, I’m getting a real feel for how crappy some of them are – typos, mistakes, weird weights, you name it. I have several dozen suppressed listings right now that I’m plowing through. These aren’t for confusing descriptions like with your ornament, but things like no bullets, no description, poor picture, etc. It is a pain in the butt to have to fix someone else’s listing mistakes, especially if you only have 1 or 2 units like with books.

      Despite my grumbling, I am glad that they are improving the listings across the board and enforcing the rules. When I was getting approved for apparel, I submitted some children’s costumes which they rejected because children’s costumes are listed in Toys instead of Apparel. I’m thinking “since when?” and I mentioned that I’d seen a lot of sellers listing children’s costumes in Apparel. She said, “Don’t worry, we’ll get to all of them in time.” This was heartwarming because it means that sellers won’t be able to play games like trying to move candy into apparel for much longer. Amazon closed Jewelry for over a year so they could catch the liars and cheats, clean up listings and improve the catalog. They are serious about the customer experience. Can’t wait until they clean up Grocery. 🙂

  • Jill Stone
    Posted at 19:22h, 25 February Reply

    Hi, Cynthia. I need your help or maybe it’s too late for me, I’m not sure. I’ve only been a seller for a few months and just had 4 negative reviews within a few days that put me under the # Amazon requires in their metrics. I tried to address them with the buyers but it wasn’t enough. I completely misunderstood the appeal process which is why it may be too late for me. I thought I was following all of the rules but it seems that I wasn’t. If you can help, please contact me. If not, this has been quite the learning experience. Thank you. Jill

    • Cynthia Stine
      Posted at 01:43h, 27 February Reply

      Jill,

      I’m sorry to hear about your difficulties. I need to know more details, but generally you can come back from poor seller metrics. I will email you shortly with some questions. In the meantime, to hire me for the first hour go to: http://onlinesalesstepbystep.com/book-sales-training/privateconsult/.

      Sincerely,
      Cynthia

  • Dave
    Posted at 09:04h, 15 May Reply

    Hi Cynthia

    I was poking around and came across this well written article. This really helped, we are 2 months new to Amazon and I was looking for ways to ensure our company is protected from any suspension.

    Thanks a bunch, my hat is off to you. Bookmarking for future reference.

    Have a nice summer
    Dave

  • Kyle
    Posted at 22:40h, 09 June Reply

    Hi Cynthia!

    I have been selling on Amazon for almost 2 years with some good quantities of sales. I just got a policy violation for the first time saying that a customer said an item was not as described even though it is the same exact product as advertised. Should I be worried about this? There was no way to reply to the e-mail and once I clicked on it in seller central everything seemed to be fine. Should I send an email to seller central to clear up the issue and make sure it does not count against my account? What would you do based on your experience? Thanks for the help and your website!

    Kyle

    • Cynthia Stine
      Posted at 21:43h, 10 June Reply

      Kyle,

      Someone – a customer, a competitor, a manufacturer – has reported to Amazon that the product they received from you does not match the description/listing on Amazon.com. This is concerning and you need to track down why/how they said it and try to address it with Amazon. For example, sometimes a customer will leave negative feedback and they’ll say the product they received was not what they expected (it is one of the automatic choices they can make when leaving feedback). Many times, they are unhappy because the product was late or it was damaged in shipping, etc. Try to resolve the issue for them and get the negative feedback removed. Sometimes it can be a very small thing that makes your product not match the listing. Be sure the listing, description, bullets and picture ALL match your product 100% with no deviations.

      This notice is your first and only warning you will get from Amazon. Amazon is relying on you to sort things out. If they get another complaint about the same ASIN, they will at the very least suspend the listing. They could also suspend you if they feel you did not pay attention to the earlier warning.

      Good luck,
      Cynthia

  • Roger
    Posted at 21:06h, 21 June Reply

    should Amazon remove negative feedback, can the seller call Amazon to get the negative feedback reinstated

    • Cynthia Stine
      Posted at 08:26h, 22 June Reply

      Roger,

      Amazon wants you to use the automated system through SellerCentral help to get negative feedback removed. You are not supposed to call them. Amazon will remove feedback for specific reasons like the negative feedback is a product review or it is an FBA review (if you use Amazon to ship your items) or the customer used foul language. You can make your case for other reasons that the feedback be removed but they may or may not agree. You can also ask the customer to remove their feedback if you’ve fixed the problem and made them happy.

      http://onlinesalesstepbystep.com/feedbackgenius is my blog post that covers negative feedback removal in more detail.

      Cheers,
      Cynthia

  • Amazon Success to Amazon Horror: James Amazio's Story
    Posted at 09:01h, 22 June Reply

    […] I hit the first thing anybody would do: Google. I come across an article by Cynthia Stine which gave some titbits on how to structure your appeal […]

  • Kay
    Posted at 13:37h, 14 July Reply

    Thanks for the article. I am writing my 3rd plan of action and it has to be right this time. I’m a pretty good writer, but would love it if you could just look over it before I send it off.

  • sam
    Posted at 23:48h, 15 July Reply

    Hello Cynthia Stine,
    i just got my account Selling Pr-village remove Due to Order De fact Rate Doesn’t Match the Amazon Standard of <1%.
    i wrote my Appeal and i got back the replay saying , my customers receive defective or Defective items.

    so i need to write my Appeal to amazon again need some help in what point should i write.
    Please advise me.
    it happened because i change my supplier and new supplier send me whole lot of items faulty ,
    so Amazon need Plane of Action.
    I contact Customer and Customers Removed feedback.
    but still need some help in writing Action Plan.
    Thank you

  • tim
    Posted at 18:08h, 27 July Reply

    I want to give you my amazon login – but how can I verify if we give it to you the login that it will not link to everyone elses banned accounts that are shared with your ip address and give us trouble that way?

    thanks in advance for the info

    • Cynthia Stine
      Posted at 07:44h, 28 July Reply

      Tim,

      That is an excellent question. We practice safe computing in three ways to protect your account: 1) untraceable IP address. It appears to Amazon we are logging in from somewhere far far away – just like those spy movies; 2) We create a brand new never-used account not tied to any seller account on Amazon to login in to your account after the first time (that is why we set up a limited user account and never login in again as you); 3) being a limited access user means we have no control over your inventory or decisions you make. We can only read reports and remove negative feedbacks; and 4) we never use this limited access account for anything else, ever, (like buying things off of Amazon, etc.) We also suggest that our clients remove us from their accounts once we are done working together.

      Your security is extremely important to us not only for your own sake, but for our own. We are also Amazon sellers and would be really upset to lose our own selling privileges because we got linked to someone suspended/banned.

      Cheers,
      Cynthia

      • Ruth Moore
        Posted at 17:52h, 21 April Reply

        Need some direction. New to Amazon – opened a seller account and within 3 minutes received a response “your selling privileges have been suspended” .. your account is related to another account that is not allowed to sell on amazon. After an appeal and numerous frustrated emails (probably not as pofessional as I could have been) I was told amazon’s policy was not to disclose the results of their investigation. I have never sold on amazon and was amazed by their insistence. I was thenb directed to open a new account with a new bank account, new credit account, new business name and new email which I did and within two days received the same response of being related to an account that is not allowed to sell… I am blown away by this – Our business has never even tried to sell on maazon and if it is related somehow, could it be the ip address?, fraud?, I don’t know because no one will tell me what was done wrong, by whom, or how to fix it. Any direction would be appreciated.

        Ruth

        • Cynthia Stine
          Posted at 21:15h, 05 June Reply

          Hi Ruth,

          I was sorry to see that you are suspended. We are happy to help. You can find out more about our Account Reinstatement services on our website: http://egrowthpartners.com. Yours is a very common case. We’ve seen it many times before. If you have further questions, you can ask my team at: hello@egrowthpartners.com

  • Jacqueline J
    Posted at 16:14h, 12 August Reply

    Great Article thank you so much !!!!

    I was on Amazon for 6 weeks and I got my seller privileges suspended and its been 3 weeks already and I sent in my appeal letter immediately and I haven’t heard back

    Do you know what I can do ?

    Thanks,
    Jacqueline

    • Cynthia Stine
      Posted at 21:11h, 12 August Reply

      Jacqueline, I’m so sorry to hear you were suspended. Without conducting an assessment of your account I can’t advise you properly. I can tell you that Seller Performance is seriously backlogged. Our clients are waiting 2 weeks or more sometimes to hear back. I would take this time to make sure your Plan is very proactive and that it covers how you will avoid making the same mistakes in the future – not just fixing the current issues.

      You can check out our reinstatement services in case you are denied. Hopefully you won’t need them: http://onlinesalesstepbystep.com/reinstatementfaq

      Sincerely,
      Cynthia

  • kim6
    Posted at 06:52h, 13 August Reply

    Hi Cynthia,
    Thanks for sharing. My account was suspended on Sunday for (4) buyer complaints. I am panicking, as this is my only income. I do sell on ebay but not alot. A few items a week. My AZ account makes over 1k a day. I have over 8k items in AZ fba…I submitted my appeal and I’m waiting. Should I open a new account or wait? Are there any other avenues to make good money. I signed up on bonanza, ecrater, and a few others ….any suggestions would be greatly appreciated!
    Thank you….

    • Cynthia Stine
      Posted at 12:58h, 14 August Reply

      Kim,

      Do NOT open another account. That is against Amazon policy and they can ban you for life for doing it.

      Sorry for the bad news.

      Cynthia

      • Emilie Bair
        Posted at 10:57h, 06 October Reply

        This is my problem! They banned me for supposedly having had another account sometime in the past? I never have! I wrote to them and told them that. My ratings are good. It’s very strange because it’s hard to appeal something that you know you didn’t do.

        • Cynthia Stine
          Posted at 11:58h, 31 October Reply

          Emilie,

          That is a very frustrating situation. The first step is to find out which account they think is linked to yours and then to prove that it isn’t. http://onlinesalesstepbystep.com/reinstatementfaq to get started.

          Sincerely,
          Cynthia

  • Daniel
    Posted at 01:20h, 19 August Reply

    Hi Cynthia

    I have received a warning from seller performance team regarding one of my listing that is not as it discription. I am going to write a letter to seller performance team and send them an invoice . Should I write it with details ? How can I contact you and send you the letter to review before submitting it?

    • Cynthia Stine
      Posted at 10:46h, 19 August Reply

      Hi Daniel,

      Did Amazon ask for invoices? Usually you only need those if the concern is inauthentic or counterfeit. Before sending in your letter you need to find out why your customer(s) are claiming the item is “not as described,” and explain to Amazon how you are going to fix the problem.

      Our process is that we conduct an account assessment/review and then we write the letter for you. You can check it out here: http://onlinesalesstepbystep.com/reinstatementfaq . We don’t review letters because we have not seen inside your account for ourselves. There is more to getting reinstated than writing a letter. It is about identifying the problem, fixing it and writing a plan that shows Amazon how you will make sure it doesn’t happen again.

      Good luck to you!

      Cynthia

  • Judy hickey
    Posted at 10:39h, 26 September Reply

    Dear Cynthia,
    I have a question. I had an Amazon Seller Account in June for about three weeks. I had just received an order for my first sale and it was pending. The next day I received a suspension notice from Amazon that my account had been” linked with another account that had been suspended or blocked”. I never had a seller account until this one, no one in my household had ever had a seller account.
    Two things happened around this time that I wondered if it was what prompted this action. First I purchased a new laptop from Amazon. When I received it I had to download Google. Once I did it immediately opened EBay and Amazon. The Amazon opened to “my” seller account, so I thought. When I looked closer it was actually another name on the account. I closed it out and reopened it, again the other name! This happened three or four times until I finally got the sign out box and then signed back in under my name.
    I also had received a notice a few days before that to add my bank account so I would be able to get paid.
    Now I realized later that the name on the account that opened automatically was my grandsons girlfriend. I called him and asked him if he was doing Amazon under her name and he was. Also when he started on EBay I had opened a bank account for him to use. I asked him if he was using that on Amazon and he said no that he had opened his own account . I asked him if he had been suspended and he said no. So I had no clue why they had suspended me there shouldn’t have been any link from his account to mine. He had never used my computer and he lives 50 miles away in his own house.
    I wrote two appeals to Amazon And they said that they checked further and my account was definitely linked to a suspended account!!
    I gave up at that point but continued checking the Internet and other people’s stories to see if there might be some way to get my account reinstated.
    Yesterday I was speaking to my grandson and he suggested that I might still be able to do FBA. That would be good if I can. Do you know if that is possible?
    Also while we were on the phone he told me that he “had” been suspended under his own name and this is why he was using his girlfriends name!! I asked him again if he used that bank account because I had put that information in just a couple of days before suspension. He said that he had not used it. So I still have no idea for sure as to why they suspended me. I would like to get my account back but if I could sell FBA that would be the next best thing!
    What do you think Cynthia? Any chance of either?
    I appreciate you taking time to even read this as it is a very long explanation!
    Thank you very much.
    Sincerely
    Judy Hickey

    • Cynthia Stine
      Posted at 11:37h, 31 October Reply

      Judy,

      Your case is complicated but you should be able to make a case that your grandson’s account is not yours. To get started, sign up for an assessment here: http://onlinesalesstepbystep.com/reinstatementfaq and then we can look into it for you.

      Sincerely,
      Cynthia

  • Partho Mondal
    Posted at 02:34h, 14 October Reply

    The Amazon Seller Support is nothing less than a nightmare. There is no direct contact number. If your account is blocked for no rhyme or reason (Amazon does not bother to let you know why they locked your account), there is no way you can reach out to them to solve the problem. The seller support says email us. How do you do that without logging in to your account? No answer. Try emailing and you will end up against a wall again. There is no response.

    If you are lucky enough to finally reach an executive, they have some standard answers memorized that do not help you at all – click on forgot password, or email us is all they can offer as solution. They will not take into account your specific problem. Its your job to spend hours trying to figure out ways to reach at least one person who is willing to listen…. Sheer waste of time and energy. As a valid sellers account holder, you should be at least entitled to a quick redressal of your query or problem. But who is listening?

    • Cynthia Stine
      Posted at 12:00h, 31 October Reply

      Partho,

      Seller Support cannot help you when you are suspended – as you have found out. You can only work with Seller Performance. If you would like help with your case, you can get started with us at: http://onlinesalesstepbystep.com/reinstatementfaq.

      Sincerely,
      Cynthia

  • Mike
    Posted at 21:18h, 20 October Reply

    Hi Cynthia
    Is there a good chance of getting an account reinstated if the reason for suspension was inauthentic claims by four buyers on different ASINs even though hundred other buyers had bought these same items before?
    I see your fees are quiet considerable, are there any guarantees to get an account reinstated when I pay that much?
    Could you provide a link to reviews from customers that used your services. Thank you

    • Cynthia Stine
      Posted at 12:06h, 31 October Reply

      Mike,

      I am happy to provide references to happy clients. Many have given us permission to share their numbers with prospective clients. Contact me at: support@onlinesalesstepbystep.com and I will give you contact information. In terms of our fees, there are no guarantees. You are paying us for our time and our expertise. You can find out more at: http://onlinesalesstepbystep.com/reinstatementfaq. We work with clients who have inauthentic claims every week and most have been reinstated.

      Hope this helps!

      Cynthia

  • David Dabbs
    Posted at 08:55h, 26 October Reply

    I recently got my seller account suspended due to late shipments and I need help in developing a good plan of action as they keep rejecting the one I present

  • Kelly
    Posted at 04:14h, 29 October Reply

    Dear Cynthia
    My account was suspended yesterday,i could not fall asleep day and night
    I need your help! I want to be your client
    Can you so kind to sent me your email address or your phone number?
    Or you can email me,we talk about this issue in further
    Help me please!Please!
    Looking forward to your reply
    Regards

  • Kelly
    Posted at 04:18h, 29 October Reply

    Dear Cynthia
    My account was suspended yesterday, i could not fall asleep day and night
    I need your help! I want to be your client
    Can you so kind to sent me your email address or your phone number?
    Or you can email me,we talk about this issue in further
    Help me please! Please!
    Looking forward to your reply
    Regards

  • Isaac
    Posted at 22:48h, 07 November Reply

    Hi, thanks for this article, my 2 accounts are suspended, both have very good reputation, responses and delivery on time and positive ratings …

    ACCOUNT # 1: for violation of intellectual property rights, four products had published similar pictures of the Disney cartoons and received a notice from Amazon, delete these items and spend again with other (a month later) and was suspended entitled to appeal, specifically I wrote my action plan: I checked my inventory and was aware of what was the problem, I was about to remove all items from Amazon, change providers, invest in hiring a sales supervisor now to check all of my products before listing them on amazon, take an informative instructive on prohibited items on Amazon and in the future send most of my catalog to Amazon FBA.

    Then amazon asking me to contact disney and if he could not resolve again could not list these items … Contact disney unanswered and then decided to write again to amazon.

    I told them that Disney did not respond, I decided to remove all products with problems and attach my plan of action again. (described above).

    I have not heard until now, a few days ago was just …

    ACCOUNT # 2: suspended for being related to ACCOUNT # 1. I have not much hope, but I am surprised that Amazon is sending me my payments to my bank account weekly.

    I want to know what to do, remove one of the two accounts? Which? I think eliminating ACCOUNT # 1 (which has more problems.), or should eliminate ACCOUNT # 2, which was created several months after the Account # 1, I hope I can give some recommendation, thanks

    • Cynthia Stine
      Posted at 13:06h, 13 November Reply

      Issac,

      Your situation is serious but we’ve worked with both these issues before and can likely help you. You can start by signing up for an assessment at: http://onlinesalesstepbystep.com/reinstatementfaq and we will start with account #1.

      Sincerely,
      Cynthia

  • Kelvin Fedrick
    Posted at 19:36h, 11 November Reply

    Is there something like this for Commercial buyers? We had our account close with a very strange letter about in unauthorized CC which is strange because we are the Authorizing party. We have a balance owe to us and need help getting to some body. A large company like Amazon can leave you feeling hopeless and ripped off. If you can point me it to a direction we would appreciate your help and even pay you for your cost. Thanks please forgive any typos

    • Cynthia Stine
      Posted at 12:58h, 13 November Reply

      Kelvin,

      Your situation is serious because Amazon suspects fraud. Please contact me at: clients@amazonreinstatement.com. I responded to your email yesterday but maybe you didn’t see it.

      Sincerely,
      Cynthia

  • Chandra Prakash
    Posted at 18:28h, 12 November Reply

    Hi Cynthia

    My account was closed as a buyer for multiple return and refund requests. I only buy products from Amazon.

    Please help.

    • Cynthia Stine
      Posted at 12:50h, 13 November Reply

      Chandra,

      Amazon has closed you down for abusing their returns system by not paying for returns. It is possible that sellers reported you as taking advantage of the system as well. In Amazon’s way of thinking, this is fraud. They won’t reinstate you as a buyer. Amazon is very lenient and allows you a lifetime of nearly 30 returns without paying for shipping before they shut you down. At least, that’s what I’ve been told. My only advice to you is to have someone else buy for you and pay for any future returns you may have. I’m sorry I don’t have better news.

      Sincerely,
      Cynthia

  • Sarah
    Posted at 14:59h, 18 November Reply

    Hi, I was helping someone list inventory for their Amazon store, and their store got suspended. I have my own, separate Amazon store, but am worried after reading all these stories that because we were linked in that way, mine will also be suspended. Any thoughts? I suppose I should clarify with Seller Support….?

    On a separate note, after reading your site and blogs, and learning more about my friend’s suspension, I’m confused about how they were suspended in the first place, when all of their metrics are in the green, including Policy Violations. They are now panicking, because a $12k disbursement is being held “hostage,” with their livelihood on the line, including child support. Scary stuff!

    • Cynthia Stine
      Posted at 17:29h, 22 November Reply

      Sarah,

      You are in a perilous situation as there is a good chance your account will be linked to your friends’. I’m sorry to be the bearer of bad news. You should immediately 1) stop accessing your friend’s account; 2) pull together your evidence that your account is separate and; 3) stop buying from the same sources if you are doing that. Seller Support cannot answer your question and there is nothing you can do proactively with Amazon at this point. It is an automated process.

      For anyone reading this in the future: If you are an Amazon seller, never enter another seller’s account without protection, never have access to their account from your own email addresses (none of them, ever). It is safest to never enter another seller’s account, period.

      Your friend was most likely suspended for product quality issues. There are no official metrics for those. If you read my book “Suspension Prevention,” I include specific reports to look at to determine where Amazon is getting their evidence for suspensions for product quality. You can buy the book at: http://suspensionprevention.com and on Amazon. You can buy the Kindle version only from me. Amazon sells the paperback.

      Cynthia

  • Ann
    Posted at 13:12h, 15 December Reply

    HI Cynthia,
    Our account was first suspended and then terminated as they state we are selling counterfeit items. We provided licencor, contact name, telephone numbers and invoice items as proof that the item was indeed valid. We have not yet sold one item as the account was recently opened. We received a response one hour after submitting our appeal indicated we were now shut down. We also know that they did not contact the licencor to confirm our information. Do they normally conduct a full review before the shut down …or do they just simply shut things down?

    • Cynthia Stine
      Posted at 19:24h, 15 December Reply

      Ann,

      It is possible you have something else going on in your account as well like a linked account. I’d have to look at your invoice to see why they didn’t like it. There is still a chance to get them to look again if we can pinpoint the problem first.

      Go to: http://onlinesalesstepbystep.com/reinstatementfaq to get started with an assessment. It costs $500 and then we charge an additional $1500 to write the appeal.

      Sincerely,
      Cynthia

  • Virginia Rodriguez
    Posted at 15:32h, 29 December Reply

    Dear Cynthia,

    I’ve just recently notified that my Amazon.com selling privileges have been removed due my late shipment rate. After sending my first appeal letter, I received the next communication:

    “Hello,
    We reviewed your account, and it seems that a number of buyers found your fulfillment practices unreliable. Our Fulfillment by Amazon (FBA) service may help.

    With FBA, you send your inventory directly to Amazon. When orders are received, we will professionally pick, pack, and ship the product directly to the buyer. In addition, our customer service team will manage customer inquiries, refunds, and returns for your FBA orders.

    We may allow you to sell on Amazon.com again if you agree to use our FBA service for all of your listings on our site. To learn more about FBA, search for “Fulfillment by Amazon (FBA)” in Seller Central Help or visit http://fba.amazon.com.
    We look forward to hearing from you.
    Sincerely,
    Seller Performance Team ”

    I would like the complete reinstatement of my full Selling Privileges due I sell on Amazon low profit merchandise. Even though, I am open to share some merchandise with th FBA program.
    Is there any hope to recover my full selling privileges on Amazon.com?
    I’ll appreciate any comment or support with my particular situation.

    Respectfully

    Virginia

    • Cynthia Stine
      Posted at 12:39h, 30 December Reply

      Virginia,

      Your case is far from hopeless. In fact, we’ve been finding that the late shipment rate issue has been Amazon’s fault as often as it has been our client’s. Naturally they want you to ship FBA, but you don’t have to necessarily.

      If you want us to work on your appeal, get started at: http://onlinesalesstepbystep.com/reinstatementfaq by signing up for an assessment.

      Sincerely,
      Cynthia

  • Y. Des.
    Posted at 08:31h, 09 January Reply

    Cynthia,

    I have the same problem (see virginia problem). Can we do something about this? What’s the % of success to be FBM again?

    Thanks Yves

    • Cynthia Stine
      Posted at 08:13h, 11 January Reply

      Yves,
      This is a fairly new development from Amazon. We’ve only seen this letter in the past month. However, we have had other clients that were told they needed to go FBA and were able to successfully negotiate. The bottom line is this, though, can you bring your metrics up to Amazon’s exacting standards? If you can’t – and many sellers can’t – then you need to drop your low margin items and find goods that you can sell FBA. If you can meet Amazon’s standards, you need to provide proof in the form of a comprehensive plan…and you need to tell them why you weren’t meeting their standards before. This is the challenge of MF sellers. Amazon is getting stricter and stricter on their standards for shipping.

      Sincerely,
      Cynthia

  • Sean
    Posted at 09:59h, 26 January Reply

    Hello
    First of all thank you so much for very helpful article.
    My amazon account has been suspended due to low performance criterias in February 2013. I sent Amazon a few letters to explain what has caused the problem and what we have in place now to demonstrate that we are fully prepared to provide a customer service as Amazon expects but they don’t reply to our letters. I am not getting any reply to my letters. The letters do not contain any abusive language and I know the communication channel / email I am using is correct. What can I do? It has been three years now and they are just ignoring my letters. Will they ever forgive ???
    Regards
    Sean

    • Cynthia Stine
      Posted at 08:07h, 27 January Reply

      Sean,

      I’m sorry to hear about your situation. They don’t respond because your email has been blacklisted, filtered out, whatever you want to call it. They aren’t ignoring you, no one even sees your emails.

      They won’t reinstate you after three years. It has been too long. When we work with sellers who have been banned, it is a fairly recent event. There’s still a chance to get someone to pay attention.

      Most of your options at this point are against Amazon policy and you will most likely get shut down. My focus is on reinstatement. You can find other people who can talk to you about how to successfully open second accounts or work in partnership, etc. in order to get back on the platform.

      Sorry to be the bearer of bad news.

      Sincerely,
      Cynthia

  • Jeff Gakstatter
    Posted at 19:47h, 28 January Reply

    Hi Cynthia,

    Great article! I also heard you speak at the Feedvisor event a couple weeks ago and immediately bought your Prevention Suspension book. You touched on Evil Seller tricks and opened my eyes. We found the images of several variations on one of our products had been changed with our knowledge. You were right!

    We had created the listing under our brand and one of the images even included our logo’d product. The new images do not show anything with our logo and do show an identical product. There is one other seller of those SKU’s. I’ve opened a case with Amazon to change the images back but it’s slow going. Is there a chance it won’t happen? I haven’t reported the issue as a violation.

    Your advice of constantly reviewing all parts of our Amazon business is well taken. Thank you!

    • Cynthia Stine
      Posted at 18:26h, 03 February Reply

      Jeff,

      I’m so glad my book is useful to you! 🙂 You may need to call Seller Support and ask if you can speak to someone who works on the catalog. They can see exactly when and by who the picture was changed and they have the authority to change it back. I suggest you file a policy violation and state that you believe the other seller changed the pictures purposefully to cause buyers to leave you “not as described” reasons for returns. There was no reason to change the picture, you created the listing, etc….

  • Caroline
    Posted at 12:38h, 06 May Reply

    Are you saying that when you get reinstated Amazon does not distribute the money you make? How long do they hold it?

  • Caroline
    Posted at 12:39h, 06 May Reply

    Are you saying that when you do get reinstated Amazon does not distribute the money you make to you every 2 weeks? How long do they hold it?

    • Cynthia Stine
      Posted at 12:33h, 13 May Reply

      Amazon will distribute your money to you unless your account is under review. In that case, they will hold a 2-week’s amount in escrow. This will go on for weeks to months until Amazon is satisfied with your performance.

  • WilliamHame
    Posted at 15:10h, 06 May Reply

    neat article post.Really thank you! Fantastic.

  • sachit kapoor
    Posted at 03:57h, 09 August Reply

    hello i am selling products on amazon.in and on 26th july my account suspended by amazon due to brand Infringement. actually we put logo on our product but the logo is not same to same anyway we do mistake and we remove all the faulty products from inventory and send plan of action but still they are not satisfy. kindly give some solution to us.

    thanks
    sachit

  • Jason Strat
    Posted at 02:38h, 08 September Reply

    Thanks for all the info!!

  • Rai
    Posted at 02:47h, 07 October Reply

    Thank you for taking the time to write this information. Very valuable. I am brand new to Amazon and just getting started so thanks for the heads up.

  • Karamvir
    Posted at 12:24h, 21 November Reply

    Thank You Bro, you are writing such a valuable information for Amazon starter. But one case which happened with me. I want to share it with you , I am a good seller on Amazon UK (with 100% positive performance metrics) from last one year and my business is growing. And then an incident happen with me which completely destroy my business. I have sent all of my inventory to Amazon FBA for Christmas sale on August 2016 and due to which my sale increases suddenly double or triple to that of usual sale. And they suddenly block my account(07-09-16) due to violation of “desired use of payment policy violation” without any prior notification. I can not login to my seller account. I have called seller support team atleast 100 time, everytime they said my account is on hold for security reason. I can’t understand what kind of policy is this. I can’t understand if i ever excess my seller account or not. They hold my money for 90 days evaluation.

    • Cynthia Stine
      Posted at 18:42h, 21 November Reply

      Amazon usually blocks accounts for fraud and/or verification reasons. Is this a UK or US account? You can contact my team at: hello@egrowthpartners.com. Send us the complete email you got from Amazon and we’ll tell you if we can help with your situation or not.

  • Paul
    Posted at 03:36h, 26 December Reply

    Hi Cynthia,

    I actually came across your article a few days ago, and thought it had some great information preventing suspensions, and general info on how to be a good Amazon seller. Then unfortunately today, I got a notice that my account was suspended. No warnings or anything prior, just suspended. It said “You currently may not sell on Amazon.com because you are offering items that may infringe intellectual property rights or may be inauthentic.” They’re asking for copies of receipts, invoices, authorization letters, etc. I don’t really deal with anything like that. I am thinking it is for IP violations. I am happy to remove any infringing listing, I just thought they would warn me before completely suspending the account. I need help getting reinstated, what do I do next?

    • Cynthia Stine
      Posted at 15:07h, 24 January Reply

      Paul,

      Hopefully you’ve already contacted us through our website and gotten started. For anyone else reading this, http://egrowthpartners.com/amazon-seller-account-reinstatement/ for reinstatement. On our eGrowth Partners website you will find links to most of our services, my Suspension Prevention book and more.

      Cynthia

  • Jennifer
    Posted at 08:03h, 20 February Reply

    This was an excellent read…especially coming from someone that just got suspended for late shipments. I’m still very new…so I was horrified when I got the email. I responded immediately with a kind and sorrowful email and plan of action and waiting on the results. I used the help section to follow the best and clearest plan of action procedure. This is definitely a wake up call to get on the details! Thanks for being so thorough in this article.

  • Tina Morgana
    Posted at 00:31h, 05 March Reply

    Hello Cynthia,

    I got an Amazon account set up by Auction Essistance and all was going well until Amazon hit me with a suspension due to some late deliveries caused by the postal service. Tried to remedy them, but Amazon didn’t take well to it and placed a suspension.

    Asked Auction Essisance if they could help me, but they said they couldn’t and recommended me to you as you are highly recommended from lots of people including them.

    So basically to get reinstatement service, do I just contact you?

  • Jason
    Posted at 09:30h, 05 May Reply

    Great post! Bookmarked! Thank you for sharing this information, very helpful 🙂

    Only comment is, in #9. you say that in your email that you send out to people, you “ask them for a 5 star review.”

    Thats a big no-no now! It used to be ok, but now many people have been getting suspended for that.

    Just an heads up that you might want to remove that bit 🙂

    • Cynthia Stine
      Posted at 21:07h, 05 June Reply

      You are quite correct! This post was from quite some time ago. The rules have changed considerably since then.

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