IS YOUR AMAZON SELLER ACCOUNT BLOCKED? — THAT'S WHAT THEY CAN DO ABOUT IT
Amazon repeatedly blocks seller accounts. The consequences of this for Amazon sellers: Direct losses in sales. Not only are sellers removed from the marketplace, but access to the entire balance of the affected account is also denied. Is your Amazon seller account blocked? Find out possible reasons and solutions here.
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AMAZON SELLER ACCOUNT SUSPENDED: WHY DOES AMAZON BLOCK ACCOUNTS?
If your account is suspended, there may be several reasons. There are usually policy violations, meaning that you can no longer use your Amazon account and cannot continue selling on Amazon during this time.
Policy violation
If the guidelines are violated, Amazon acts quickly and strictly. However, Amazon often only gives sparse explanations as to exactly which guideline they are said to have violated. On this page, you can find out how to proceed in such a case and how to contact the Amazon Performance team via Seller Central.
Formal issues
Formal issues with Amazon are usually quick to resolve. Possible reasons for blocking your Amazon seller account due to formal problems include missing information in the legal notice or in the privacy policy. In addition, missing or outdated documents that Amazon requires as part of the KYC (“Know Your Customer”) process to verify a company may also be to blame.
Patent or plagiarism allegations
Amazon is also liable for offering a platform on which patent or plagiarism violations occur. That is why Amazon is particularly effective when faced with such an allegation.
More reasons to suspend the seller account
- sale of defective goods
- Response times are too long
- Bad translations
- Too many negative reviews
- Duplicate accounts
- Inadequate seller performance
- Failure to comply with Prime rules (“Prime by Seller”)
- Issues with returns
- And many more...
What to do now to reactivate your Amazon seller account
The first thing you should do is establish contact with Amazon. But even when you contact the Amazon Performance team in Seller Central, there are certain procedures that increase your chance of success.
How do I contact the Amazon Performance team via Seller Central?
- From Germany, you can contact Amazon using the predefined contact form, which appears when you report the suspension in Seller Central. Alternatively, there are several email addresses that you can contact:
impressum@amazon.de in general - verkaeufer-performance-transfer@amazon.de for policy violations
- verkaeufer-verifikation-anfrage@amazon.de for formal issues
Can you reach Amazon Germany by phone?
Amazon in Germany can only be reached by telephone for customers. As a seller, you have a contact form available or you can request a call back from Seller Support.
What can I do if I can't log in to Seller Central?
Sometimes you may no longer have access to the seller account because, for example, the password was changed during a hacker attack. In this case, there is a form that can be used to contact Seller Support without a Seller Central login: https://sellercentral-europe.amazon.com/gp/help/contact.html?language=de_DE. Here you can choose between the topics “Reset password” and “Close my seller account.”
Important: Please include your seller account login email so Amazon can associate the message with the correct account.
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Understand Amazon's “legal system” and take a goal-oriented approach
Amazon's principle is: Everyone is considered guilty until proven innocent. However, this is not about justice, but about Amazon being able to continue to offer a flawless customer experience.
However, if you contact Amazon Support haphazardly, you can expect a pre-formulated standard answer to come back. As a retailer, you should first identify the problem yourself. You will then log in to the Seller Central help section. There you can “open a case” and “file an appeal.” To successfully file an appeal, you need a so-called action plan. This includes the identified problem, the cause and both a short-term solution for currently affected orders or customers, as well as a long-term solution so that these problems will not occur again.
Once again: For Amazon, customer experience is the most important thing. As a result, you must convince Amazon that there will be no further violations with this seller account. Blaming won't get you far. In the same way, emotional explanations are not effective, as they are certainly humanly comprehensible, but offer no solution in the Amazon action plan. In your letter, admit the blame to yourself and write your action plan in an easy-to-understand, concise and factual way and explain to Amazon how you will prevent misconduct in the future. The less time your case requires for the responsible Amazon workers, the faster you'll reach your goal: unlock your seller account.
Your Amazon seller account is still suspended
Before you take or threaten to take legal action, we recommend that you keep calm and follow the described procedure. This does not eliminate the opportunity to exert more pressure later on. If your appeals are dismissed or Amazon does not respond at all, you can take legal action.
Take legal action against Amazon
If the only last resort left for you is to take legal action against Amazon, then a lawyer can help you tremendously. Especially when hurry is required, a letter from a lawyer can force Amazon to react - or even bring it to court in the next step, but this is rarely necessary.
Basically, there is a conflict. According to contract autonomy, Amazon, just like any other company, is free to choose the contractual partners itself. However, the right of use of the seller account owner stands against this. This allows sellers to use Amazon as a platform. So if Amazon simply blocks accounts, Amazon also does not fulfill the contractual obligation to offer this platform. If there is a serious reason, or if the affected account violates policies and/or applicable law, Amazon cannot be held responsible. Otherwise, Amazon must comply with the notice period.
More options if your seller account is suspended
In previous proceedings, account holders have been granted a similar legal position in court, so that they have a right to their account. Without reasons or compliance with a period of notice, Amazon is just as bound to comply with the contract as Amazon Sellers. Although we recommend legal action only recently, in the worst case scenario, you may even be entitled to compensation. Should you, as a seller, run into such a situation, we recommend that you first keep cool and act carefully.
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