{"id":111579,"date":"2022-08-31T18:49:27","date_gmt":"2022-08-31T18:49:27","guid":{"rendered":"https:\/\/www-dev.channeladvisor.com\/blog\/uncategorized-au-2\/what-is-amazons-appeals-process\/"},"modified":"2023-11-29T10:46:24","modified_gmt":"2023-11-29T10:46:24","slug":"what-is-amazons-appeals-process","status":"publish","type":"post","link":"https:\/\/old.rithum.com\/au\/blog\/what-is-amazons-appeals-process\/","title":{"rendered":"What Is Amazon\u2019s Appeals Process?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s every Amazon seller\u2019s worst nightmare: \u201cYour Amazon seller privileges have been removed.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately, it can happen to even the most conscientious sellers. The risk of product suppressions, listing removals and even account suspensions is high for any seller that fails to abide by Amazon\u2019s strict policies \u2014 even if it happens accidentally or unknowingly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Stay calm. Filing an appeal can get you back up and running as soon as possible, and it\u2019s easier than ever. Let\u2019s take a look at the Amazon appeals process and how to write an effective action plan.\u00a0<\/span><\/p>\n<h2><b>What Is Amazon\u2019s Appeals Process?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Amazon Appeal is a service Amazon provides to help sellers recover suspended accounts by identifying the infraction(s) and lifting restrictions to start selling again.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Amazon may suspend your account for a number of reasons, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Failure to comply with <\/span><a href=\"https:\/\/sellercentral.amazon.com.au\/help\/hub\/reference\/external\/1791?ref=efph_1791_cont_521&amp;locale=en-AU\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Section 3 of Amazon\u2019s Business Agreement\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Non-compliance with <\/span><a href=\"https:\/\/sellercentral.amazon.com.au\/help\/hub\/reference\/external\/1801?ref=efph_1801_cont_521&amp;locale=en-AU\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Amazon\u2019s seller guidelines<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer complaints due to product inauthenticity, expiration dates or a negative experience<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Prior to 2018, Amazon required sellers to appeal through a lengthy and frustrating process of drafting a detailed letter to send for review while the account was inactive. Today, the process is much smoother and quicker, trimming the waiting period from days or weeks down to less than 15 minutes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At Rithum, we\u2019ve even helped sellers get reinstated immediately after completing a questionnaire.<\/span><\/p>\n<h2><b>What to Do If You\u2019re Suspended<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re suspended, Amazon notifies you via email and includes an explanation for the suspension. This may include more specific reasons like:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Receiving complaints about inauthentic products<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Selling prohibited items<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Accumulating negative customer feedback<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Opening a new account after suspension<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Receiving a rights owner notice<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Selling counterfeit items<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Creating duplicate accounts<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Selling used items as new<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Receiving \u201cnot as advertised\/wrong item\u201d complaints<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">We\u2019ve also witnessed suspensions due to poor performance rate, including:<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>Order defect rate (ODR): <\/b><span style=\"font-weight: 400;\">Your Amazon ODR, or the percentage of orders with one or more indicators of poor customer service within 60 days, is one of the most important metrics because Amazon uses it to <\/span><a href=\"https:\/\/sellercentral.amazon.com.au\/help\/hub\/reference\/external\/QLQRT6FX2K7C8Y5\"><span style=\"font-weight: 400;\">gauge the health of your seller account<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>Late shipments:<\/b><span style=\"font-weight: 400;\"> Falling behind on guaranteed delivery times isn\u2019t just detrimental to your customer relationships. Amazon regularly tracks deliveries to determine your seller eligibility.<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>Slow response times:<\/b><span style=\"font-weight: 400;\"> Not responding to customer complaints as quickly as possible (within 24 hours max) deems you unfit as a seller in Amazon\u2019s eyes.<\/span><\/p>\n<h2><b>How to File an Amazon Suspension Appeal<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Filing the Amazon appeal itself is fairly easy. Amazon directs suspended sellers to follow these four steps:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In Seller Central, go to \u201dPerformance\u201d and click \u201cAccount Health.\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">At the top of the Account Health page, click \u201cReactivate your account.\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Follow the instructions within the page to submit your appeal. This can include a plan of action or supporting documents.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click \u201cSubmit\u201d to send your completed appeal to Amazon.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">It\u2019s the \u201cplan of action or supporting documents\u201d that can impact your reinstatement. Here\u2019s how to write supporting documents that make your case.\u00a0<\/span><b><\/b><\/p>\n<h3 style=\"padding-left: 40px;\"><b>1. Include the customer.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">At Rithum, we spend a lot of time <\/span><a href=\"https:\/\/www.rithum.com\/about\/partners\/amazon\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">working with Amazon<\/span><\/a><span style=\"font-weight: 400;\">, and we\u2019ve developed extensive experience and understanding of what they look for in an appeal as a result. Amazon always keeps its customers top of mind, making it paramount to include them in your writing. Here\u2019s an example:<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">We understand that Amazon customers expect a certain level of service when shopping at Amazon.com, and by not meeting that we are directly accountable\u2026<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">[List your detailed action plan to correct the issue]<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u2026We find these improvements to be proactive measures that bolster our ability to meet Amazon\u2019s customer expectations.<\/span><\/i><\/p>\n<h3 style=\"padding-left: 40px;\"><b><\/b><b>2. Don\u2019t undervalue formatting.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Amazon vets numerous appeals each day. Make yours easy to read, so the team quickly understands your explanation and plan of action, leading to faster reinstatement. We suggest formatting your appeal to note the following sections in <\/span><b>bold<\/b><span style=\"font-weight: 400;\"> with plenty of spacing:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What this appeal is about\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Why this suspension happened\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How our plan of action will address the problem(s) (bulleted to include proactive measures and safety checks)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Why Amazon should reinstate us<\/span><\/li>\n<\/ul>\n<h3 style=\"padding-left: 40px;\"><b>3. Include even more detail than you think necessary.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Amazon is looking for a response that clearly indicates how you\u2019re fixing the problem. The marketplace\u2019s performance team is known to respond with requests for stronger action plans. While being suspended keeps you from bringing in sales, take the time to write out a thorough plan can reduce your total downtime, especially if you get input from different teams.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additional tips for writing your appeal:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Stay objective and get right to the point.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Admit your mistakes and resolve to fix them.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use bullet points to draw attention to the most important parts of your action plan and keep your document organized.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If applicable, refer to your performance and previously clean track record.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You can expect a response within two days, but it may take up to a week. While you wait, execute all the measures in your action plan and devise a proactive strategy to ensure it doesn\u2019t happen again.<\/span><\/p>\n<h2><b>Proactively Safeguard for the Future<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Although Amazon pledged to <\/span><a href=\"https:\/\/www.businessinsider.com\/amazon-sellers-suspended-no-notice-policy-2019-9\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">start providing 30-day suspension notices<\/span><\/a><span style=\"font-weight: 400;\"> in 2019, that change is reserved for third-party sellers headed for permanent removal \u2014 not necessarily sellers that have been temporarily suspended for infractions that can be easily fixed.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The reality is that if you sell on Amazon, your company has accepted the terms of the marketplace\u2019s services agreement. It\u2019s a requirement for all third-party merchants and could potentially be revised at any time. Notice or not, the important thing is to be aware of the pitfalls and ensure you\u2019re doing everything possible to help prevent suspensions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We believe the best defence is a good offence. Take the time to review your performance, identify potential areas of risk and correct listing inaccuracies \u2014 before you get suspended.\u00a0<\/span><b><\/b><\/p>\n<ul>\n<li><b>Evaluate your performance.<\/b><span style=\"font-weight: 400;\"> Check your Amazon Account Health Dashboard daily to ensure you comply with the marketplace\u2019s standard maintenance percentages: <\/span>\n<ul>\n<li><span style=\"font-weight: 400;\">ODR: less than 1% <\/span><\/li>\n<li><span style=\"font-weight: 400;\">Pre-fulfilment cancel rate: less than 2.5% <\/span><\/li>\n<li><span style=\"font-weight: 400;\">Late shipment rate: less than 4% <\/span><\/li>\n<\/ul>\n<\/li>\n<li><b>Regularly review Amazon\u2019s selling policies.<\/b><span style=\"font-weight: 400;\"> Make a habit of reviewing <\/span><a href=\"https:\/\/sellercentral.amazon.com.au\/help\/hub\/reference\/external\/1801?ref=efph_1801_cont_521&amp;locale=en-AU\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Amazon\u2019s Selling Policies and Seller Code of Conduct<\/span><\/a><span style=\"font-weight: 400;\">, as Amazon may update it without prior notice. <\/span><\/li>\n<li><b>Improve your listings. <\/b><span style=\"font-weight: 400;\">Ensure your Amazon connections are error-free by ensuring your product data is clean, organised and in line with Amazon\u2019s standards. Then, optimise them for your target audience with <\/span><a href=\"https:\/\/www.rithum.com\/au\/blog\/marketplaces\/a-guide-to-amazon-a-content\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">A+ content<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Ultimately, Amazon feels you control your own customer experience. When that experience isn\u2019t up to par with its performance criteria, its seller performance team will take immediate action. When find yourself in this situation, we hope the guidelines above help you get back open for business as quickly as possible.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Don\u2019t get caught up in manual account monitoring that takes up your team\u2019s time. <\/span><a href=\"https:\/\/www.rithum.com\/au\/solutions\/commerce-core\/\"><span style=\"font-weight: 400;\">E-commerce automation<\/span><\/a><span style=\"font-weight: 400;\"> helps you stay compliant, calling attention to areas of risk before they become a problem.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Still need guidance? Contact us to speak to an Amazon expert on our <\/span><a href=\"https:\/\/www.rithum.com\/au\/services\/managed-services\/\"><span style=\"font-weight: 400;\">Rithum Managed Services<\/span><\/a><span style=\"font-weight: 400;\"> team for total peace of mind. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s every Amazon seller\u2019s worst nightmare: \u201cYour Amazon seller privileges have been removed.\u201d Unfortunately, it can happen to even the most conscientious sellers. The risk of product suppressions, listing removals and even account suspensions is high for any seller that fails to abide by Amazon\u2019s strict policies \u2014 even if it happens accidentally or unknowingly. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":111475,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"tags":[12794,19,12795,12796],"asset-type":[13744],"audience":[13407,13410],"bio":[14335],"topic":[5153],"class_list":["post-111579","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","tag-account-suspension-au","tag-amazon","tag-amazon-appeals-au","tag-amazon-suspension-au","asset-type-blog-au","audience-brands-suppliers-au","audience-retailers-au","bio-rithum-team-au","topic-marketplaces-au"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What Is Amazon\u2019s Appeals Process? - Rithum<\/title>\n<meta name=\"description\" content=\"Amazon has a detailed appeals process of handling account suspensions and terminations. 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