Understanding Amazon's Policy Violations and How to Resolve Them

As an Amazon seller, you know how important it is to not violate Amazons Policies. But sometimes, even when you think you’re doing everything right, you might find yourself facing a dreaded account deactivation. This can stress you and your business, but it’s not the end of the road. By understanding Amazon’s policy violations and knowing how to resolve them, you can get your account back on track.

Let’s jump into some of the most common reasons Amazon deactivates seller accounts.
Knowing these can help you avoid problems in the first place—or fix them if they do come up.

1. Selling Prohibited Items. 
   
   Imagine selling what seems like a legitimate product, only to have your account suspended for selling prohibited items. This could happen if you're unknowingly selling a recalled product or one that doesn’t meet safety standards. Amazon's rules are strict, so always double-check that your products comply to avoid suspension.
   
   DON’T ASSUME THAT JUST BECAUSE OTHER SELLERS ARE DOING IT, YOU CAN TOO. --For example, listing your products under existing listings that violate Amazon’s policies can be risky. Many duplicate listings exist on Amazon, and while they may have multiple 5-star reviews, they could still be against Amazon’s rules. Amazon doesn’t always catch these duplicates right away, so they may remain active for a while. However, if an issue arises with that listing, Amazon might send a Performance Notification or Policy Violation to all sellers associated with it—even if you haven’t made a single sale. Just by offering to sell under that listing, you risk receiving a Policy Violation.

   Too many violations can trigger an account review or, worse, an automatic suspension. So, be extremely cautious and selective when choosing which listings to sell under. Just because you can list under an active or existing listing doesn’t mean you should. Doing so could lead to violations or even account deactivation, leaving you lost and confused about what went wrong.

2. Inauthentic or Counterfeit Products.
   
   Picture this: you’ve sourced a batch of products at a great price, and they’re selling well. But then, you get a message from Amazon accusing you of selling counterfeit goods. Even if you believe your products are authentic, without proper documentation like invoices or letters of authorization, Amazon may take action against your account. It’s crucial to keep all your paperwork in order and only source products from reputable suppliers.
   
   DON'T RISK IT; AND IF YOU DO, DON'T BE SURPRISED IF AMAZON DEACTIVATES YOUR ACCOUNT BECAUSE YOU CAN'T PROVIDE VALID INVOICES OR PROOF OF PURCHASE/AUTHENTICITY.

   • KEEP YOUR RECEIPTS: Always scan, save, and organize your receipts in a folder on your computer or cloud storage. It's better to have receipts from stores like Walmart or Walgreens than to have none at all, especially if you're engaging in retail arbitrage.

   • UTILIZE SELLER UNIVERSITY: Amazon offers many helpful videos on SELLER UNIVERSITY within your seller account and on the Amazon YouTube channel. These resources provide valuable information on how to properly vet a supplier. DO NOT SOURCE from liquidators or closeouts, as Amazon typically does not accept invoices from these sources.

   • UNDERSTAND AMAZON'S INVOICE REQUIREMENTS: Make sure you know what Amazon considers an acceptable invoice. Amazon will not accept invoices that do not meet their specific requirements.

   • BE CAUTIOUS WITH SOURCING: Just because you can buy a product at a lower price doesn't mean you can resell it on Amazon, even if you purchased it at a place like Target or Marshalls. Many brands do not permit unauthorized third parties to resell their products on Amazon.

3. Poor Performance Metrics.
   
   Amazon keeps a close eye on several key performance metrics, including your Order Defect Rate (ODR), Late Shipment Rate (LSR), and Cancellation Rate (CR). If any of these fall below Amazon’s standards, your account could be at risk.

   • Order Defect Rate (ODR): This includes negative feedback, A-to-Z claims, and chargebacks. For instance, if a buyer receives a defective or damaged product and leaves negative feedback or files a claim, it directly impacts your ODR. Pro Tip: Regularly monitor your feedback and address any issues immediately. Consider using Amazon’s FBA (Fulfillment by Amazon) service to minimize risks related to shipping and product handling.

   • Late Shipment Rate (LSR): If you’re consistently shipping orders late due to inventory issues, logistical challenges, or poor planning, Amazon might view this as a negative customer experience and suspend your account. Pro Tip: Set realistic shipping times and monitor your inventory levels to account for unexpected delays. Use Amazon’s Shipping Performance Dashboard to track your LSR and identify patterns that might lead to delays.IT IS BETTER TO OFFER THE CORRECT AMOUNT QTY YOU HAVE so that you DO NOT OVER SELL and RUN INTO ISSUES.

   • Cancellation Rate (CR): High cancellation rates can indicate poor inventory management or listing errors. For example, if you regularly cancel orders because an item is out of stock, this reflects poorly on your account. Pro Tip: Keep your inventory up to date and use inventory management tools to track stock levels accurately. Consider automating your inventory updates if you sell on multiple platforms. AGAIN; DO NOT OFFER TO SELL MORE THAN YOU; and try to figure out how, where, and when to source products after receiving orders you must fulfill in a short timeframe. 
     

   • Additional Examples:

     • Inaccurate Product Listings: Misleading product descriptions or incorrect details can lead to high return rates and negative feedback, which affect your ODR. Pro Tip: Always double-check your product listings for accuracy. If you’re unsure about product details, consult the manufacturer or supplier before listing.
     • Poor Packaging: If your products are frequently damaged during shipping, this can lead to a high defect rate. Pro Tip: Invest in quality packaging materials and consider adding protective packaging for fragile items. If using FBA, Amazon handles packaging, which can help reduce the risk of damage.
       
       
   • PRO TIP: Regularly review/check Amazon’s performance notifications and policy updates to stay informed about any changes that might affect your account (DO NOT IGNORE OR THEM.) If you notice any issues with your performance metrics, take corrective action immediately. Engage with your customers, address their concerns promptly, and strive to resolve any disputes before they escalate into formal complaints.
     
     

   Maintaining these metrics is essential for keeping your account in good standing. By proactively managing your performance and understanding the common pitfalls, you can reduce the risk of account suspension and ensure long-term success on Amazon.

4. Customer Complaints.
   
   We all know that customer satisfaction is key, but sometimes things go wrong. If you receive too many negative reviews, A-to-Z Guarantee claims, or other customer complaints, Amazon might suspend your account to protect its marketplace’s reputation. For example, if multiple customers report receiving damaged items, Amazon could see this as a sign of poor quality control on your part.
   
   STOP - PAUSE - TAKE ACTION; YOU ARE THE BUSINESS OWNER. Do not allow issues to reoccur. Do whatever you can to resolve the current complaints, and the most you can to prevent more complaints.

5. Violation of Listing Policies.
   
   Amazon has specific guidelines for how you should list your products, from the title and description to the images and pricing. Let’s say you’re tempted to use some eye-catching language in your product title to attract more buyers, but it ends up violating Amazon’s keyword stuffing policy. This could lead to your listing being removed or even your account being suspended. Always stick to Amazon’s listing rules to avoid this.
   
   DO NOT ASSUME! Or think you're slick or too smart for Amazon. If you were smarter than Amazon, you'd be wining and dining at the table next to Jeff Bezos. Do not try to take short cuts. Figure out and learn to do things the proper way. 

6. Multiple Seller Accounts.
   
   If you’re running more than one seller account without Amazon’s permission, you’re in violation of their policies. Amazon might suspect you’re trying to game the system, leading to all your accounts being suspended. It’s best to operate under one account unless you’ve received explicit approval from Amazon to do otherwise.
   
   

Steps to Resolve Amazon Policy Violations:

If you find yourself facing a suspension due to any of these violations, don’t panic. Here’s what you can do to resolve the issue and hopefully get your account reinstated:

1. Identify the Root Cause Start by thoroughly reviewing Amazon’s notification (Read it like a poetic riddle) to understand why your account was suspended. For example, if your account was deactivated due to poor performance metrics, pinpoint whether it was late shipments or a high defect rate that triggered the suspension. Understanding the root cause is the first step to fixing the problem. --Realize and understand what the "ROOT CAUSE" means. If you shipped late because you didn't have the items in stock, your root cause is not managing your inventory and offering to sell on Amazon more stock than you had. 

2. Gather Evidence and Documentation Suppose Amazon suspended your account for selling inauthentic products. In that case, you’ll need to gather evidence like supplier invoices, certificates of authenticity, or correspondence with your suppliers. This documentation will be crucial in proving to Amazon that your products are legitimate.

3. Create a Plan of Action (POA) Amazon will likely ask you to submit a Plan of Action that outlines how you intend to fix the problem. A good POA should include:

   • Explanation of the root cause: For example, if you were suspended due to poor shipping practices, explain why this happened (e.g., a sudden spike in orders overwhelmed your shipping department).
     
     
   • Steps taken to resolve the issue: Detail the changes you’ve made, like hiring more staff or improving your inventory management system.
     
     
   • Preventive measures for the future: Explain how you’ll ensure this issue doesn’t happen again, such as implementing stricter quality control checks.
     
     

4. Submit Your Appeal Once your POA is ready, submit it to Amazon. Be concise and to the point, but make sure you’re thorough. Remember, Amazon’s team is looking for evidence that you understand what went wrong and that you’ve taken steps to prevent it from happening again.
   --- AMAZON NEEDS TO BELIEVE YOU; YOUR JOB IS TO CONVINCE THEM.

5. Follow Up If you don’t hear back from Amazon within a few days, it’s a good idea to follow up. Be polite but persistent—sometimes a little nudge can help move things along.

6. Consult a Professional If you’re finding it difficult to get your account reinstated, or if you’re not sure how to address the suspension, consider consulting a professional. Services like ours specialize in helping sellers craft effective appeals and navigate Amazon’s complex processes. We can help you understand what went wrong, develop a strategy to fix it, and increase your chances of getting reinstated.
   

Dealing with Amazon can be daunting, especially when your livelihood is on the line. While you can certainly handle the appeal process on your own, working with professionals who understand the nuances of Amazon’s policies can save you time and reduce the stress involved.

At AmazonAppealLetter.com, we’ve helped countless sellers get their accounts reinstated by providing personalized, expert advice. We don’t just help you write an appeal—we work with you to understand the root cause of your suspension, prepare all the necessary documentation, and guide you through the entire process. Our goal is to give you the best possible chance of getting your account back up and running.

If your account has been deactivated, don’t wait—reach out to us today for a consultation, and let’s work together to resolve the issue.

FEEL FREE TO MESSAGE US VIA WhatsApp to 1-800-491-9519|

-or- EMAIL US: Agents@AmazonAppealLetter.com