Appeal the Removal of Selling Privileges
What can I do to keep selling on Amazon?
If your selling privileges have been removed, they may be eligible for reinstatement. Here's how to appeal:
Step 1: Determine why your selling privileges were removed
Read the notice you received from Amazon to determine whether your account was suspended/blocked for poor performance, or for one or more violations of our selling Policies and Agreements.
Step 2: Evaluate your selling practices
Review your customer metrics and identify those that do not meet our performance targets. Evaluate your selling practices for those that may result in buyer dissatisfaction, and your inventory for items that are in violation of our Policies and Agreements.
Step 3: Create a Plan of Action
Create a Plan of Action outlining the steps you will take to correct the problems you identified in Step 2. Providing a precise Plan of Action that can effectively address the problems improves the chance that your selling privileges may be reinstated.
Step 4: Send your appeal to Amazon
Once you have created your Plan of Action, send it to Seller Performance with your request for reinstatement.
In your selling account, on the Performance tab, click Performance Notifications.
Find the notice you received about the removal of your selling privileges and click the “Appeal” button, and then the “Appeal decision” button.
Enter your Plan of Action details in the form provided. Also be sure to include a telephone number where we can contact you if necessary.
Click “Submit appeal” to send your completed appeal to Seller Performance.
Step 5: Watch your e-mail for a decision from Amazon
After receiving your Plan of Action, we'll notify you of our decision by e-mail, usually within 48 hours. We review all appeals carefully; however, submission of an appeal does not guarantee reinstatement of your selling privileges.
How do I create a Plan of Action?
Your appeal should always include a Plan of Action that shows you have identified the problems in your selling and/or inventory management practices and addresses how you will change your practices to resolve them. Below are a few examples to illustrate this.
Example 1: The notice from Seller Performance indicates your selling privileges were removed due to a high order defect rate.Action: Check your customer metrics page to determine which metric (negative feedback, A-to-z Guarantee claims, and/or credit card chargebacks) does not meet our performance targets. You may find, for instance, that your percentage of negative feedback does not meet the target. As you evaluate your account, you may want to read all of the feedback comments left for you by buyers. If comments reflect a lack of response from you to buyer e-mails, your Plan of Action may include scheduling time every day to respond to all buyer correspondence.
Example 2: The notice from Seller Performance indicates that your selling privileges were removed due to a high late shipment rate and your customer metrics show that the late shipment rate does not meet our performance target. Action: After you’ve shipped your orders and confirmed 100% of the shipments, you could review your feedback and order fulfillment practices. You may find that you have not shipped orders within two days of the order date because your order volume has increased. Your Plan of Action may include adjusting your processes to manage a larger volume of orders.
Example 3: The notice received from Seller Performance indicates that your selling privileges were removed due to a high pre-fulfillment order cancel rate and your customer metrics show that your cancel rate does not meet our performance target. Action: You could review your inventory management and/or inventory control processes. You may find that your high cancel rate is due to being chronically out of stock of listed items. Your Plan of Action may include monitoring your inventory daily to make sure you never list items you cannot ship immediately.
When evaluating your selling practices, here are some areas you may want to review:
Shipment of orders – are you shipping your items within 2 days of the order date?
Communication with buyers – are you effectively responding to buyer questions and doing so promptly and politely?
Stocking inventory – are you consistently running out of inventory and cancelling orders?
Listings – are you describing your items accurately in your listing comments?
If your selling privileges were removed for violations of our policies, review your inventory to determine whether it includes Restricted Products, and compare your selling practices with our Selling Policies.
Example: The notice from Seller Performance indicates that your selling privileges were removed for selling promotional versions of media (prohibited on Amazon.com). Action: You could review your inventory and your inventory intake process. You may find that your supplier includes promo CDs in their shipments. Your Plan of Action might include immediately removing those items from your inventory, and then making changes to ensure you review your inventory regularly to remove promotional media.