Guide For Amazon Suspension
The Complete Guide For Amazon Suspension
Amazon suspensions are far more common than what people would like to think or may be aware of.
If you wish to be a successful Amazon seller its rather very important for you to learn and know why Amazon sellers get suspended from selling on Amazon, how to avoid being suspended, and know exactly what to do and what not to do to if your Amazon account does become suspended.
There is never an exact reason for Amazon suspension. An Amazon suspension is always rather vague and obscure. Amazon’s algorithms take into account and factor many unique details about a seller’s seller performance. However, there are several rules Amazon sellers cane follow to ensure they avoid and prevent an Amazon suspension.
Normally, an Amazon suspension practically has to do with the seller’s level of customer service. If you monitor your account every day or several times a day, reply to your customer’s questions and concerns on a frequent basis, review your metrics and your feedback, and handle potential issues as soon as possible your account’s performance will show that and Amazon will notice the effort. However, if you are not doing as such, you are only placing yourself in a risky position where you may be suspended at any time.
There a many reasons for an Amazon suspension. They are never straight forward and the details mentioned above factor in tremendously into Amazon’s decision to suspend your Amazon account.
The most important skill an Amazon seller can learn is the ability to avoid an Amazon suspension and any other issue in this account. This is one of many crucial principles that an Amazon seller must learn to be successful selling on Amazon.
Reasons That Amazon Sellers Get suspended From Selling on Amazon
Poor Selling Performance:
Perhaps one of, if not, the most difficult and frustrating issue for Amazon sellers to understand and comprehend. A seller’s metrics are a great tool to work with but there are many factors that affect seller performance metrics and can have your Amazon account suspended. If you want to avoid an Amazon suspension, be sure to monitor and track your metrics on a daily basis.
Selling Items That Are Restricted:
It’s probably a given that you can’t sell narcotics, ammunition, or products that contain hazardous chemicals like chloroform on Amazon. These restricted items are rather obvious and wouldn’t be sold by any Amazon seller. However, there are many products that are restricted that Amazon sellers do not know about.
For example: clarity enhanced white diamonds, 3D artwork, and replacement video game controllers. To avoid an Amazon suspension for selling restricted items please make sure you read up on all the restricted items within your Amazon seller marketplace.
It is equally important to know and understand that Amazon has placed various policies for good reason. Before you begin to sell on Amazon it is very important that you thoroughly review and understand all the policies Amazon has to make sure you don’t violate them by accident in the future. Violating as little as one policy will place your account at risk of an Amazon suspension. We get it. Most of us never read the entire terms of service on any website we visit or sign up with. However, if you want to be successful as an Amazon seller you will need to read every single policy Amazon has placed and Amazon’s terms of service to avoid an Amazon suspension.
The first few steps you take after an Amazon suspension are very critical and important. However, this steps largely depend on the reason your Amazon account was suspended and other details Amazon has provided you with when notifying you of your suspension. If do not understand the email or notification Amazon sent you regarding your suspension or removed listing contact us so that we may help and consult y you with your suspension or removed listing.
Advice for Handling and Appealing Your Amazon Suspension Due to Poor Seller Performance
If Amazon suspended your selling privileges because of poor selling performance immediately check your customer metrics so you can see and evaluate what issues may have caused your suspension. You will have to reevaluate the way you are currently handing your business and Amazon customers. Your plan of action will have to address these issues you see and find to assure Amazon these issues will not continue in the future.
Advice for Handling and Appealing Your Amazon Suspension Due to Restricted Items
Reinstating your Amazon selling privileges after an Amazon suspension due to selling restricted items can be confusing however successfully appealing this Amazon suspension is very possible when done correctly.
Please ensure that you remove the products and brands in question from your Amazon seller account as soon as you are notified that these are restricted brands or products. You will also have to address to Amazon in your plan of action how you will prevent these products from being listed on your Amazon seller account in the future.
Advice for Handling and Appealing Your Amazon Suspension Due to Policy Violation
If Amazon suspends your selling privileges because of violating their policies we suggest you immediately start reviewing all of Amazon’s selling policies having to do with your suspension. Once you find the specific policy or policies you believe you violated build your plan of action around these policies and outline in your plan of action how these policies will not be violated in the future and how you will adhere to them and prevent further policy violations in the future.
Writing a successful plan of action can be difficult, especially with numerous factors an Amazon seller has to take into consideration depending his given situation and circumstances. Appealing an Amazon suspension or appealing the removal of products from your Amazon selling account can and is an obstacle that anyone can overcome with due diligence, research, persistence and some help. In the end, everyone can have their privileges reinstated.
How to Understand Your Amazon Account’s Customer Metrics
Your Amazon customer metrics play a critical role in regards to Amazon suspensions. These metrics play a large role when it comes to Amazon deciding to suspend your account or deciding to remove your products or provide you with a warning.
Your Amazon account metrics include the following:
An Amazon seller will continuously have to review and ensure their customer metrics are in good standing in order to prevent their selling privileges from being suspended.
Customer Metrics In Your Amazon Seller Account:
1. Order Defect Rate
2. Late Shipment Rate
3. Valid Tracking Rate
4. On-Time Delivery
5. Policy Violations
6. Customer Service Dissatisfaction Rate
7. Cancellation Rate
8. Return Dissatisfaction Rate
9. Contact Response Time
The Golden Standard of Each Customer Metric:
Order Defect Rate:
Your Order Defect Rate (ODR) % is an important metric used to measure and show you the number of complaints against you regarding your products and service. It measure’s your negative feedback, A-Z complaints submitted against you, and chargebacks.
Your ODR plays a huge role in displaying the health of your account and how you are handling your business on Amazon.com. The golden standard for ODR is to a always maintain an ODR percentage of less than 1%. You will have to remember that Amazon is very customer focused and customer driven. Customer’s negative feedback, A-Z complaints, and chargebacks filed will greatly impact your ODR % if they are not properly handled.
Late Shipment Rate:
The golden standard for Late Shipment Rate is very strict. You must maintain your Late Shipment rate under 4% to ensure you avoid an Amazon suspension.
Late shipments count against you when you confirm a the shipment of an order outside of the shipping window Amazon gives you to ship the customer’s order to them in order for the products to arrive to them on time. Make sure you are confirming your customer’s shipments on time.
Do not rely on a drop shipping service and ensure you always have the correct number of inventory. Confirm that your inventory quantity matches the quantity in your Amazon seller account. You do not want to be searching around for a product and risk shipping it late to a customer. Shipping products late can cause the customer to leave negative feedback and other issues that are tied to your other metrics.
Valid Tracking Rate:
This metric measures the number of order you ship out with a valid shipping service tracking number. For obvious reason, tracking numbers are useful to prevent products from becoming lost but also to confirm that the product did indeed arrived to the customer. Your valid tracking rate is calculated by dividing the total number of FBM (Fulfilled By Merchant) orders with valid tracking information by the total number of FBA (Fulfilled By Amazon) orders that have been shipped to customers.
Ensuring you always have the product in hand it always the best method to avoid being suspended for not meeting the minimum of 97% valid tracking rate. Most sellers suspended for not meeting this 97% standard are suspended because they repeatedly did not have the ordered product in hand, thus they have to source it from eBay, other Amazon sellers, and or other websites.
This leaves them with no other option but to drop-ship the product without a valid tracking number which ultimately impacts their valid tracking rate. It also places them at risk because the customer may see that the product was shipped out with no valid tracking number and may open an A-Z claim after receiving the product and claim the product never arrived, impacting you’re A-Z claim.
Your On-Time Delivery metric measures the number of shipped products by the specific date of arrival/delivery of your product to your customer.
This metric can always be met by simply confirming every shipment you send to your customers and ensuring you provide valid tracking information for all orders you ship to them. By doing so, you will automatically ensure your product’s arrive to their destinations on time. Outside of this, a common issue with on-time deliveries rests with your shipping service. At times, you may run into the issue of USPS, UPS or FEDEX not delivering your products on time to your customers or worse, losing your customer’s order.
Policy violations are perhaps the strictest of all the seller metrics on your Amazon seller account. Typically, violating just one policy can cause an Amazon suspension. Within this realm, policy violations include, warnings regarding restricted products, inauthentic items, intellectual property, prohibited items, brands, false complaints, multiple unauthorized accounts etc.
To add, there are other factors to take into consideration such as A-Z claims, and buyer complaints. If Amazon happens to notify you or warn you of a policy violation, please take it seriously as it can cause an Amazon suspension. To avoid this, please make sure you review your performance notifications at least once a day by going to your dashboard, then clicking performance, and then clicking performance notifications. Any policy violation warnings that Amazon sends you will be found there.
Customer Service Dissatisfaction Rate:
Another important metric not typically covered within Amazon seller circles is the Customer Service Dissatisfaction Rate (Beta). This metric measure and takes into consideration the overall satisfaction of your customers. This includes how responsive you are to your customers and their questions and how they respond to the answers provided to them.
Typically after communicating with you they are asked to indicate whether their question or issue was resolved by the seller. To ensure you meet the gold standard for Customer Service Dissatisfaction Rate (Beta) be sure to keep this rate below the allowed 25%. This can be accomplished by paying attention to the customer’s inquiries and by thoroughly answering their questions.
Your order cancellation rate measures the number of customer orders you have cancelled compared to the total number of orders that have been placed. When you exceed the allowed threshold of 2.5% you run the risk of an Amazon suspension due to a high order cancellation rate.
Typically, Amazon sellers can avoid and prevent such Amazon suspensions by simply ensuring you always have accurate product detail, ensuring your products match your listings on your Amazon seller account and by making sure you never lack the proper levels of inventory. Amazon does not factor in the reasons for cancelling an order. They view a cancelled order as just that, a cancelled order that will make the customer unhappy. Be sure to keep your inventory accurate and ensure you keep your cancellation rate under 2.5% to prevent an Amazon suspension.
Return Dissatisfaction Rate:
The return dissatisfaction rate (RDR) measures the number of returns request and return submissions by customers. RDR is an indicator of how dissatisfied your customers have been with your product. At times Amazon may only remove a specific listing if there is a high return dissatisfaction rate in regards to a particular product.
You will have to make sure you do not let your RDR percentage exceed 10% to ensure you do not run the risk of an Amazon suspension or run the risk of having your product removed from your listings. To make things easier on yourself, process every return and refund your customers immediately.
Contact Response Time:
While amazon has publicly stated that contact response times to customer inquiries do not cause Amazon suspensions, this metric is important and critical to monitor frequently throughout the day because of the influence it has on other metrics. No responses or slow responses to your customers may lead to an increase in negative feedback or reviews submitted by your customers, which may impact your Order Defect Rate and your Customer Dissatisfaction Rate.
We advise to try your best to answer all customer questions and inquiries within the same day.
Some Words of Encouragement:
Avoiding and preventing an Amazon suspension may seem like a daunting task to do. But most Amazon suspensions can be prevented by avoiding shortcuts and setting some hard rules in how you decide to run your business. Always ensure you provide the best customer service possible.
Read and know all of Amazon’s policies to avoid potential violations. Make sure you ship out products on time. Handle all complaints immediately.
If you have any questions about your Amazon suspension please feel welcomed to contact us.
The Happy Amazon
Seller Reinstatement Team