- Don’t send multiple letters after submitting the first appeal
Once the first appeal has been submitted, it is best to wait up to a week before submitting any additional letters. The days of “12-24 hour” response times are long gone due to the volume of appeals that Seller Performance receives on a daily basis. Also, the majority of the time, Seller Performance doesn’t send a confirmation that the appeal has been received, which can make many sellers nervous.
Many sellers panic and start thinking that Seller Performance hasn’t received their appeal, or is ignoring their appeal. Due to this, sellers start sending multiple appeals with different information in order to try to get a reply from Seller Performance. Submitting multiple appeals will delay the reinstatement.
Seller Performance has received the appeal, and they will reply once they have reviewed it on their end.
- Contact Seller Performance Team instead of Seller Support
Seller Performance is the ONLY department that can assist once an account is suspended. There is no direct phone number for Seller Performance. All communications must be handled through email.
Contrary to what most sellers think, Seller Support has absolutely no ability to impact the results of a suspension. It is quite confusing because many suspension notices instruct sellers to “Contact Seller Support” if they have any questions. Unfortunately, Seller Support only provides basic customer support, and they typically provide their advice based on generic templates.
Even though Seller Support cannot assist with the account reinstatement, they sometimes provide advice to the seller which can damage the appeal process. Since the advice is coming from a department within Amazon, most sellers believe it to be credible, and base their appeals on inaccurate information. Make sure to only communicate with Seller Performance once the account is suspended.
- Don’t blame buyers or Amazon processes for the suspension
Many sellers submit appeals which single out specific buyers and orders, blame their issues on the actions of a customer, or blame Amazon processes for their suspension.
Amazon is a very customer-centric company. All of their terms and policies favor the buyer, and any appeal which blames customers will not get a positive result. Also, Amazon expects sellers to be familiar with all of their current policies and guidelines. Blaming Amazon processes will not result in reinstatement.
Focus on your own practices and procedures when creating your appeal. Ultimately, Amazon wants to know what changes you will make to keep their customers happy, and comply with their guidelines.
Source: Payability.com
