My Amazon Guy How to Appeal Amazon Account Suspensions with Plan of Action and Root Cause Identified #43
Listing reinstatement and suspension service https://myamazonguy.com/amazon-listing-reinstatement/
https://www.webretailer.com/b/amazon-suspension-root-causes/
What went wrong?
Diagnosis and strategy in relation to “what went wrong” forms a big part of how we approach account reinstatement work with our clients.
We understand the key differences between what Amazon refers to as “root causes” (the problems that led to complaints) and the seller’s perspective on what happened. Those differences can make or break an account suspension appeal.
So, what are the differences between the seller’s perspective and root causes?
Let’s dig into what you have to research in terms of:
Mistakes by staff
Gaps in your internal operations
Failure to keep up with performance notifications
Any other root causes relevant to your suspension
Don’t underestimate the importance of getting beyond your first reaction to a buyer or brand complaint, and digging down to the underlying problem.
Here are some examples.
Expired products
It’s not unusual for buyers to complain about products being past their expiry date, or lacking an expiry date completely.
What sellers say:
Buyers thought the items were expired because the items don’t have an expiration date.
Or…
Buyers didn’t find the expiration date on the product, but it’s there.
Root causes that Amazon wants to hear:
We did not realize that buyers looking for expiration dates would have trouble finding them on the bottom of the bottle.
Or…
We failed to appreciate that several buyers would mistake the lot code for the expiration date due to similar code formatting.
Inauthentic complaints
Authenticity has long been a problem on the Amazon marketplace. Buyers can be quick to complain that the product they have received is fake or is not what was advertised.
What sellers say:
Buyers made authenticity complaints because we sold under listings that did not exactly match the products we sold.
Root cause that Amazon wants to hear:
We lacked a listing review oversight process to match our inventory to the proper product detail page 100% in every detail.
Late shipment rates
Sellers who do their own fulfillment (instead of using FBA) have to keep their shipping metrics up to a high standard, particularly if they are in the Seller Fulfilled Prime program.
What sellers say:
We had a technical error in our order fulfillment software that delayed some shipments until we could correct it.
Root cause that Amazon wants to hear:
We failed to assign a manager to monitor our tools and processes for on-time shipment confirmations, which led to some late shipments and out of range metrics.
Safety concerns
Complaints and trigger words around safety are a priority for Amazon. The slightest hint that a product you sell is not safe can cause an immediate ASIN suspension.
What sellers say:
A buyer who consumed our product did not read the instructions or check with their doctor in advance to see if their allergy would be provoked when consuming the item.
Root cause that Amazon wants to hear:
We failed to update our listing details to include information on specific allergies that could lead to bad buyer experiences or health concerns.
Rights owner complaints
More and more brand owners are monitoring the Amazon marketplace and filing infringement notices when they find that their intellectual property is being misused.
What sellers say:
We listed our products after matching UPCs and joined