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Suspended Account - SOMEONE PLEASE HELP

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Please help

Has anyone had problems with their account being suspended?

Almost three weeks ago our account was suspended. We received an email saying

Hello,

Our review of your account found that you have added inaccurate product information to detail pages. Sellers on Amazon.co.uk are not allowed to include any of the following information about their specific listings in detail page titles, descriptions, bullet points, or images:

    • Availability
    • Price
    • Condition
    • Alternative ordering information (such as links to other websites for placing orders)
    • Alternative shipping offers (such as free shipping)

To sell on Amazon.co.uk, please reply to this message with a plan that explains how you will follow this policy. We encourage you to review the “Product detail page rules” in Seller Central Help. This can help sellers identify specific areas of improvement. Once we receive your plan, we will review it and decide whether you may sell on Amazon.co.uk again.

For help creating your plan, search for "Appeal the Removal of Selling Privileges" in Seller Central Help.

We look forward to hearing from you.

Sincerely,

Amazon Payments

I checked our listings and the only issue was our logo shown on Images. I immediately updated the listings and replaced all of the images to remove the logo.

I have contacted Amazon lots of times but keep receiving the same automated reply and no one from seller-performance will phone or message to say exactly what the problem is and why our account is suspended.

I do not know what to do now as despite emails and telephone calls to seller support I cannot move forward.

What makes it worse is our competitors are still trading with Logos on Images, Address Details, Telephone Number and external email on all of their listings. They are blatantly flouting Amazon rules yet get away with it.

Can anyone help???

Thanks
Marc


Seller performance will not speak to you on the phone and will not go into detail.
You provide them with an action plan and they decide if you can keep selling or not. That's pretty much all you will get from them - allowed to sell, not allowed to sell or please submit another action plan.

You cannot take account of what other sellers are doing when you do an action plan. Its simply based on your business.


Thanks Martin.

I completed an action plan and submitted this but just got the same automated reply back.

Regarding the other sellers I did not mention this in my reply. I have already prepared the information ready to submit when our account is back up and running.


Then you need a better action plan.

You need to show them you have implemented changes that will prevent this issue happening again in the future. On any item.
Make it so the changes are already made - you have rather than you will.
And be detailed.

You have maybe just a couple of minutes of someone sat in an office somewhere reading your plan to decide yes this seller should be allowed to sell.
They are quite capable of deciding otherwise.


Have you submitted an appeal outlining the checks on your listings, what you found that may be the issue and what corrective action you have taken, perhaps more than your logo on photos, just not seeing the issue seller performance do?


Yes I replied back and made specific points against each of the items they are highlighting

Sellers on Amazon.co.uk are not allowed to include any of the following information about their specific listings in detail page titles, descriptions, bullet points, or images:

Availability
Price
Condition
Alternative ordering information (such as links to other websites for placing orders)
Alternative shipping offers (such as free shipping)

None of these have any reference to our company or information filled in places it shouldn't be.

I just wish there was something more specific.


Thanks Martin

The issue has been resolved now.


Great.


Hi Marc,
I am in the exact same situation as you. Can you please let me know what you sent to Amazon to resolve the issue?

Any help will be very much appreciated.

Will it be possible to have a quick chat?

Biswa


Hi Biswa

When you appeal you must include 4 key points:
1. The root cause of ISSUE
2. What actions you have taken to remedy the root cause.
3. What actions you will take in the future to ensure the issue does not recur
4. Your plan for evaluating the success of your remedy actions.

You need to reply and be very detailed under 2,3 and 4.

I trust this helps.

Marc


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