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Global Selling rule
Appeal that your seller privileges have been removed
Appeal that your seller privileges have been removed
(Version updated to April 6, 2017)
Please refer to the original sales policy on the local site. The Chinese translation is for reference only.
Note: The relevant policies described in this guide are in addition to, and do not limit in any way, your other obligations under seller agreements or other documents.
Common reasons why selling privileges are restricted or withdrawn include:
Please refer to the Amazon Payments User Agreement for more information.
Converting seller-delivered products to Amazon Fulfilment
If you are restricted from selling some or all of your products by sellers themselves, you can switch the shipping method for these products to Fulfilment by Amazon and then continue listing these products. On the “Manage Inventory” page, products in your inventory that are not allowed to be listed as sellers' own fulfillment will be marked with a yellow icon in the leftmost column. To convert your products to FBA, follow the instructions on how to list products that are shipped through FBA.
Appeal against restrictions or withdrawals
If your selling privileges have been restricted or withdrawn, you can reinstate them through an appeal. Here's how to appeal:
Step 1: Determine why your selling privileges have been restricted or withdrawn
Step 2: Assess your selling practices
Review customer metrics and identify metrics that aren't meeting our performance goals. Evaluate sales practices based on those metrics that may cause customers to be unhappy. Check your inventory for products that violate our policies and agreements.
Step 3: Create an action plan
Develop an action plan outlining the steps you will take to address the issues you identified in step 2 (see [“Develop an Action Plan”] below). Providing a clear and clear action plan that effectively addresses issues can improve your chances of getting your selling privileges back.
Step 4: Send an appeal to Amazon
Once the action plan has been developed, send the plan to the Seller Performance team along with the restoration request.
- Sign in to your seller account.
- Click “Performance Notifications” on the “Performance” link.
- Find the notification you received regarding the restriction or revocation of your selling privileges, then click Appeal.
- Click “Appeal the decision”.
- Enter your action plan details in the form provided.
- Click “Submit Appeal” to send the completed appeal form to the Seller Performance team.
Step 5: Be careful to check emails about Amazon's decisions
Once we receive your action plan, we'll usually let you know our decision by email within 48 hours. We review all appeals carefully. However, submitting an appeal does not guarantee that your selling privileges will be restored.
“Develop an action plan”
Your appeal should always include an action plan like this:
- Indicate that you have identified any issues in your sales or inventory management practices.
- Explain how you can solve these problems by changing the way you do things.
The following examples illustrate this.
Examples of performance issues
Example 1:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to a high order defect rate.
Action: Check your Customer Metrics page to determine which metrics (such as negative feedback, Amazon Marketplace Transaction Guarantee claims, or credit card chargebacks) are falling short of our performance goals. For example, you might find that your percentage of negative feedback isn't meeting your target. It's a good idea to read all feedback reviews left by buyers when evaluating your account. If these reviews reflect that you rarely respond to buyer emails, then your action plan could include planning a time period each day to respond to all customer letters.
Example 2:
Notifications from the Seller Performance team indicate that your sellers' self-shipping selling privileges have been revoked due to a high late shipment rate; your sales metrics show that your seller-fulfilled late shipment rate falls short of our performance targets.
Action: After you have shipped the order and confirmed full shipment, you can review your feedback and order delivery practices. You may find that the delivery preparation time you have set is probably too short. Your action plan could include setting delivery preparation time to a time that is more realistic for your delivery process.
Example 3:
Notifications from the Seller Performance team indicate that your sellers' self-fulfilling selling privileges have been revoked due to a high pre-delivery order cancellation rate; your customer metrics show that your seller-fulfilled order cancellation rate falls short of our performance targets.
Action: You can review your inventory management and/or inventory control processes. You may find that your high cancellation rate is due to the listing being out of stock for a long time. Your action plan could include daily monitoring of your inventory to ensure that you never list products that cannot be shipped immediately.
Here are a few areas you might want to check when evaluating your selling practices:
Example 1:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to a high order defect rate.
Action: Check your Customer Metrics page to determine which metrics (such as negative feedback, Amazon Marketplace Transaction Guarantee claims, or credit card chargebacks) are falling short of our performance goals. For example, you might find that your percentage of negative feedback isn't meeting your target. It's a good idea to read all feedback reviews left by buyers when evaluating your account. If these reviews reflect that you rarely respond to buyer emails, then your action plan could include planning a time period each day to respond to all customer letters.
Example 2:
Notifications from the Seller Performance team indicate that your sellers' self-shipping selling privileges have been revoked due to a high late shipment rate; your sales metrics show that your seller-fulfilled late shipment rate falls short of our performance targets.
Action: After you have shipped the order and confirmed full shipment, you can review your feedback and order delivery practices. You may find that the delivery preparation time you have set is probably too short. Your action plan could include setting delivery preparation time to a time that is more realistic for your delivery process.
Example 3:
Notifications from the Seller Performance team indicate that your sellers' self-fulfilling selling privileges have been revoked due to a high pre-delivery order cancellation rate; your customer metrics show that your seller-fulfilled order cancellation rate falls short of our performance targets.
Action: You can review your inventory management and/or inventory control processes. You may find that your high cancellation rate is due to the listing being out of stock for a long time. Your action plan could include daily monitoring of your inventory to ensure that you never list products that cannot be shipped immediately.
Here are a few areas you might want to check when evaluating your selling practices:
- Set delivery preparation time: Are you setting delivery preparation times too short?
- Communicate with buyers: Are you responding to customer questions in a timely, courteous, and effective manner?
- In-stock inventory: Are you constantly out of stock and continuously canceling orders?
- Product Information: Have you accurately described your product in the listing notes?
Examples of product quality issues
Example 1:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to counterfeit product complaints from buyers.
Action: You can provide relevant invoices to prove that your inventory was purchased from the manufacturer or authorized reseller. You can also prove how you regularly check your inventory to determine the authenticity of the products, or indicate that you purchased these products from other vendors.
Example 2:
A notice from the Seller Performance team indicates that your selling privileges have been revoked because the title owner notified us that you are suspected of infringement.
Action: You can explain how you will ensure that you are not re-listing products that have led to infringement complaints. You can also indicate how you can be sure that your products do not infringe someone else's intellectual property (copyright, trademark, or patent).
Example 3:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to a security incident involving your products.
Action: You can explain how you will identify product or manufacturing defects and resolve related issues. You can also explain how you will update the product detail page with relevant safety information such as warnings, age suitability, ingredients, and dosage guidelines.
Example 4:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to safety issues with your products (such as selling used products as new, products that do not match the advertised description, damaged products, or defective products).
Action: You can explain how you will organize your inventory to avoid re-shipping used or returned products. You can also explain how you determine that the product matches the product detail page. You can elaborate on how you can improve the packaging to prevent damage or randomly test the functionality of the product.
Example 5:
A notice from the Seller Performance team indicates that your selling privileges have been withdrawn due to customer complaints about overdue products.
Action: You can explain how to ensure that the product has a sufficiently long shelf life before shipping the product. You can also explain how you will regularly check your inventory for products with expiration dates.
When developing a plan, be sure to explain the specific issues that led to complaints from buyers and what steps you have taken to avoid similar complaints. It's best not to limit your response to order-specific questions.
Policy violations
If your selling privileges have been restricted or withdrawn due to a violation of our policies, please check your inventory to determine if it contains restricted products. Compare your selling practices to our sales policies.
Examples of policy violations
A notice from the Seller Performance team indicates that your selling privileges have been removed due to selling promotional media products. You can check your inventory and inventory delivery process. You might find that your vendor included a promotional CD in their shipment. Your action plan could include removing these products from your inventory immediately and making appropriate corrections to ensure that your inventory is checked regularly to eliminate promotional media products.
Example 1:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to counterfeit product complaints from buyers.
Action: You can provide relevant invoices to prove that your inventory was purchased from the manufacturer or authorized reseller. You can also prove how you regularly check your inventory to determine the authenticity of the products, or indicate that you purchased these products from other vendors.
Example 2:
A notice from the Seller Performance team indicates that your selling privileges have been revoked because the title owner notified us that you are suspected of infringement.
Action: You can explain how you will ensure that you are not re-listing products that have led to infringement complaints. You can also indicate how you can be sure that your products do not infringe someone else's intellectual property (copyright, trademark, or patent).
Example 3:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to a security incident involving your products.
Action: You can explain how you will identify product or manufacturing defects and resolve related issues. You can also explain how you will update the product detail page with relevant safety information such as warnings, age suitability, ingredients, and dosage guidelines.
Example 4:
A notice from the Seller Performance team indicates that your selling privileges have been removed due to safety issues with your products (such as selling used products as new, products that do not match the advertised description, damaged products, or defective products).
Action: You can explain how you will organize your inventory to avoid re-shipping used or returned products. You can also explain how you determine that the product matches the product detail page. You can elaborate on how you can improve the packaging to prevent damage or randomly test the functionality of the product.
Example 5:
A notice from the Seller Performance team indicates that your selling privileges have been withdrawn due to customer complaints about overdue products.
Action: You can explain how to ensure that the product has a sufficiently long shelf life before shipping the product. You can also explain how you will regularly check your inventory for products with expiration dates.
When developing a plan, be sure to explain the specific issues that led to complaints from buyers and what steps you have taken to avoid similar complaints. It's best not to limit your response to order-specific questions.
Policy violations
If your selling privileges have been restricted or withdrawn due to a violation of our policies, please check your inventory to determine if it contains restricted products. Compare your selling practices to our sales policies.
Examples of policy violations
A notice from the Seller Performance team indicates that your selling privileges have been removed due to selling promotional media products. You can check your inventory and inventory delivery process. You might find that your vendor included a promotional CD in their shipment. Your action plan could include removing these products from your inventory immediately and making appropriate corrections to ensure that your inventory is checked regularly to eliminate promotional media products.
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