If you have a suspended Amazon account, you'll probably need help drafting a Plan of Action to get your account reinstated. This is because Amazon refuses to provide exact details on why your account was suspended in the first place.
Our law firm helps sellers address Amazon account suspensions from a legal perspective. In short, we provide strategic and successful appeal plans that cover every detail of Amazon’s extensive requirements for reinstatement.
Is your Amazon account suspended? We write winning appeals.Our team helps you get reinstated as quickly as possible. We know how much stress it may be to have your entire account go down and work in a collaborate effort to get your selling privileges back.
Our team's strategy for reinstatement of your suspended account first involves an investigation of your account. This is followed by a comprehensive report that outlines the main issues we find for you. Lastly, after we examine your account, we draft an appeal plan that covers every angle of the suspension.
In short, what we do for you is review all the information you provide to us, then we will:
Investigate seller performance, customer metrics, and the alleged policy violations that caused the suspension.
Analyze individual factors to develop an appeal plan.
Address buyer complaints & negative feedback to boost your seller performance & prevent suspensions in the future.
Work with you to identify the best ways you can improve your business.
Construct a Plan of Action to obtain a successful reinstatement of your selling privileges on Amazon.
Seek any lost profits due to buyer complaints and negative feedback.
Running a successful business on Amazon can be tricky. It’s crucial to understand why Amazon accounts get suspended, how to avoid a suspension, and what to do if it happens to you.
With unparalleled experience in both law & ecommerce, our team approaches your Amazon suspension case from every angle.
Amazon suspends accounts fairly regularly. This is due largely to Amazon’s strict adherence to customer obsession. It’s a strategy outlined in their main principles. If Amazon believes (for any reason) that your selling procedures are not maintaining their standard, you will wake up one day to see your Amazon account suspended.
This is where we come in. With a unique mix of talent, a strong knowledge of Amazon culture, and the right experience to back it up, our team caters to sellers who’ve been suspended for any reason. We offer a valuable tool to avoid being left at the mercy of seller performance.
There's many reasons why your Amazon account is suspended. To sum up a few, see 15 examples below. For help figuring out what caused your account to go down, contact us for a free consultation 1-877-9-SELLER
If you receive a false claim of your product being inauthentic, show Amazon the receipts/invoices from where you purchased the product. Include the distributor’s phone # and website. Secondly, do what Amazon wants, which is a self-analysis. Ask yourself why your customer would believe your product is inauthentic. You may be selling authentic products, but maybe the packaging is inconsistent with the customer’s expectations. Most importantly, address how you plan to avoid future suspensions.
If you Amazon has sent you a message suspending your account due to a used sold as new complaint, you may be a bit baffled because you’re selling a product that has never been used before. One reason why you may receive a used sold as new complaint is because the packaging is not the same. Or, the product (while never being used) is returned. Amazon considers these items used and you cannot sell them as new. Even if the product was just returned, the product cannot be labeled as new. Amazon expects perfect packaging.
You need to be as descriptive as possible when selling products on Amazon. For example, if you’re selling a non-branded item, clarify that your product is not a certain brand, but rather ‘like’ this brand. This mistake could lead to receiving complaints for not as described items. In your Plan of Action, show Amazon that you quickly corrected your mistake and that you’ll take preventative actions so it never occurs again. So, look at your listings and make sure the pictures and descriptions perfectly describe the products you’re selling.
Even just one buyer complaint can lead to an Amazon account suspension. We utilize the law to handle complaints that jeopardize Amazon seller accounts. Our law firm assists with a two-step approach designed to handle issues that stem from buyer complaints. 1: Investigate the complaint to see if it is valid and provide a method of resolving the issue amicably. 2: When the complaint is invalid, seek clients’ lost profit and adequate reimbursement for the business interruptions caused by the complaint.
Sellers are suspended for drop-shipping directly from places like Sam’s Club or Walmart directly to customers. It seems like Amazon is continuously cracking down harder and harder on anybody they feel is violating their drop shipping policy. The main reason why drop shippers become suspended is due to customers complaining they received non-Amazon packaging. In conclusion, make sure you get the packages sent to you first, and then send them to your customers.
Brands may sometimes accuse you of selling counterfeit products when you are selling 100% genuine products. When this occurs, you usually have two legal claims you can use as leverage or to sue in court: Defamation & Interference with Contract. We rep sellers and use the claims to negotiate resolutions. In addition, we can, and have, started lawsuits against brands who make wrongful claims against you.
If you’re a new Amazon seller opening an account and run into an obstacle such as a typical business verification, stop and solve that problem. Do not start again with a new account! If you’re an experienced seller, use VPNs, different bank accounts, different Mac addresses. Everything has to be different to be successful operating multiple accounts without getting caught.
Before selling products on Amazon, make sure they’re not restricted. Also, confirm that they’re not restricted in areas where they’re going to be delivered. For example, you cannot sell car radar detectors in certain areas of Canada. You cannot sell anything to do with CBD. Or, if your listing includes medical terms, account suspensions happen by having (what appears to be to Amazon) a medical claim or treatment for a disease.
When you see a trademark as a consumer, you know that you’re getting quality goods or services. Trademark infringement occurs when third party sellers use unauthorized / improper business names identical / similar to that used by another seller. If another seller uses your trademark or something similar to your trademark in a way that confuses the buyer, there may be trademark infringement.
Copyright almost always pertains to pictures and verbiage in Amazon listings. In addition, it includes things you add to the packaging or package inserts (which is written material / copyright). We’ve seen a boatload of baseless copyright complaints against sellers worldwide. If you have one on your account, you have to figure out most importantly, did you violate anyone’s copyright?
If you sell a lot in a short period of time and you don’t have the necessary reviews / feedback to correlate to the spike in sales, Amazon will place your account under suspension. They will continue to review your account until they have verified that you’ve sold and shipped all items. It’s very important to show Amazon that you have actually sold and shipped all of your products.
Work with an attorney experienced in IP law. Patent infringement can result in much more than an account suspension on Amazon. Lawsuits are costly. When a party wins a patent infringement case, they can recover 100% of the sale of products made on the patent holder’s rights. This can be detrimental to a business of any size.
Feedback manipulation happens when a customer writes a review in exchange for an incentive. Amazon has strict policies against manipulating reviews because it skews the authenticity of product reviews. Even if it is genuine, if it was produced in exchange for something, that review is tainted in Amazon’s eyes.
Amazon sellers that have their accounts hacked generally have the same things happen. Sellers’ funds divert to another country and their Amazon account is then suspended. Or, your Amazon account is locked for safe measure against the hacking. We obtain reinstatement of suspended Amazon accounts and we recover funds that may have been diverted.
General Changes to Account
If you are selling or doing business on Amazon, do not change your credit card or your bank account information unless you’re ok with a possible suspension. Do not switch from personal sales to corporate. Don’t change anything at all. These basic changes can cause suspensions. We see an increase in sellers making account changes and getting suspended.
Misconceptions about Amazon Suspensions
It’s our mission to guide you through the process of regaining access to a suspended account. Within the course of these examinations, we’ve identified common misconceptions amongst sellers regarding what causes an account suspension.
#1: You’ll Know Why You’re Suspended
The product quality department sometimes supplies the ASIN linked with a buyer’s issue. They do not give you the order #. The data regarding the suspension itself is likely to be non-specific. For example, with a customer complaint, the task will be yours to see what happened with orders related to the questionable ASIN.
#2: Top Sellers Don’t Get Suspended
Whether you produce $10 million in sales per year or $500, suspensions are all handled equally. Amazon is mainly concerned about removing the issues on your account and less worried about the profits your organization is losing by eliminating you from the site.
#3: Suspended Accounts are Rare
As long as buyers contact Amazon to complain about order/item problems, there will be account reviews happening, and they result in suspensions. As a seller, be vigilant in all matters related to your account. Pay attention to your product detail page content, product conditions, and responses to buyer messages, claims or feedback.
Velocity Limits: How They Affect Sellers’ Accounts
Under the Help section in Amazon Seller Central, there’s an article about velocity limits and it specifically states that you can provide a list of information to Amazon to expedite the review process.
In this list of information, they ask for invoices for all the products you’ve sold. They also ask for an order history report, which can be downloaded through Seller Central. This shows all the tracking information for products sold & shipped. It’s important to show Amazon you have sold and shipped all your products. For a detailed list, refer to that article in the help section under Velocity Limits.
Amazon will wait to see all sales shipped. Or they will wait to see it reflected by an increase in the amount of product reviews/feedback on your account. It’s important to point this out to Amazon when appealing a velocity review. Show Amazon customers receive the products and they’re satisfied with them.
Plans of Action for Amazon Account Reinstatement
When we write a plan of action, we first specify what we think the problem was to cause the suspension.
This isn’t a very easy task though. Figuring out why your account is suspended can take some time to uncover.
Lastly, include changes to your business that will ensure this problem never comes up again.
Call it systemic changes to your business. This is the meat and potatoes about how you’re going to persuade Amazon that if they reinstate your account, they will not have a problem with you again. To do this, explain what you’re changing to your business operations. For example, hiring more employees, better packaging, etc.
Next, we include the corrective actions we’ll take to resolve the issue.
Corrective actions are what you’re doing to make the consumer happy. If a consumer complains about anything, we suggest you bite the bullet, return the money, and let them keep the product for free. We know that consumers steal from you. We know they make baseless complaints. Let the consumer take this from you instead of losing your account, which will cost you much more.
“I draft appeals for Amazon sellers with accounts suspended. Working at the firm is great. Everyone is friendly, willing to help, and we always put in 100% effort to help satisfy clients.”
“Don’t panic, find the root cause of the issue. If it’s a specific product that is causing the problem, remove it entirely from your store. Amazon views this as a sign of good faith.”
“Amazon tends to be incredibly vague in their Performance Notices. Many people who contact us say they’re not aware of the reason behind their Amazon account suspension. Upon reviewing your Performance Notices, we often find that what Amazon is looking for can be as brief as one sentence and easily overlooked.”
“Check customer feedback and performance notifications regularly to avoid an suspension on Amazon.”
If your plans of action, appeals, or Bezos escalations have hit a dead end, sometimes arbitration can be a way of getting your suspended account back.
It’s impossible to get an arbitrator to order Amazon to reinstate your account. Arbitrators generally will not order one private entity to do business with another. And that’s exactly what Amazon is… a private entity. But during the arbitration process, we resolve many cases. Those resolutions will often include getting accounts back.
When you file for arbitration, your case goes to a high level set of teams. One team is Amazon’s outside counsel. The other team is within Amazon. Those are the people that Amazon’s lawyers work with. We’ve seen many cases where until you get to these higher levels with Amazon, just by going through the arbitration process and getting new eyes on your issue, this will often result in resolutions where reinstatement is granted.
Amazon’s Terms of Service states that they give sellers 30 days notice before suspending accounts. However, Amazon laid out 3 key points which they can use to justify a suspension without notification:
Your Amazon account will be suspended if you have materially breached the Participation Agreement and failed to resolve it within 7 days after the receipt of a Cure Notice from Amazon. However, Amazon reserves the right to suspend you immediately, without the Cure Notice, if the breach exposed them to liability toward a 3rd party. For example, if they’re at risk of a lawsuit because of the violation, they can render the suspension right away.
If you have been doing anything deceptive, fraudulent or illegal with your account, or Amazon believes you have, Amazon has the authority to suspend your account without the 30 day notice. However, if you are abiding by the rules, then there is no reason why you should be affected by the first two key points.
Your account has been, or our controls identify that it may be used for deceptive or fraudulent, or illegal activity.
Amazon may suspend or terminate your use of any services immediately if they believe you may inflict harm on any of their sellers, customers or their legitimate interests. If you do anything they do not like, Amazon can simply revert to that provision and render the account suspension, without a 30 day notice.
Your use of the Services has harmed, or our controls identify that it might harm other sellers, customers, or Amazon’s legitimate interests.
Most importantly, know that you can call us for free consultations seven days a week: 1-877-9-SELLER
As a law firm, we provide a unique benefit for Amazon sellers who seek our services. You get the benefit of 100% confidentiality.
We protect all information disclosed to us under the attorney-client privilege, whether you hire us or not.
In addition to having a licensed attorney on your side, you have the advantage of working with our knowledgeable Account Analysts. Our analysts provide a unique set of skills and the experience necessary to develop the right strategy for any particular Amazon account suspended.