We have all heard about the suspension of so-and-so’s
account by The Seller-performance
team for reasons untold. Amazon.com as a whole, including Seller-Performance
and your account’s support (loosely known as Amazon Services) has information
in your account to answer the following about account suspensions:
Why? Who? Where? When?
So here goes….
Why, why does
Amazon.com take this action?
The short and simple answer is
protection; protect the buyers, ourselves and other sellers. Though there is a
unique reason for each unique account that is reviewed, there are simple
reasons as to why this sort of thing happens to you or a friends account. If
buyers are protected from less than savory sales then their confidence goes up,
they buy more from seller (you) and Amazon.com (us.) Not to say that every account that is
suspended, or even a portion of the accounts that are suspended are “less than
savory.” But this is how we find them
and make sure that they are not selling through our site as much.
Who, who does this to
my account and how do I contact them?
The group is Seller-Performance,
and their email address is seller-performance@amazon.com.
However, before you email them directly, you should look through your Customer
Metrics in your account and see if there is one or more that you are not
excelling in.
Where, where is this
information in my account?
After you are signed into your
Seller account, you want to find the link to Customer Metrics Summary.
The symbols are easy, and color coded, Green=Good,
Yellow=Warning, Red= not so good
Order Defect Rate encompasses the following:
Negative
Feedback Rate
Filed
A-to-z Claim Rate
Service
Chargeback Rate
Simply, the Order Defect Rate is the number of orders that
have one of above three, divided by the total orders. The goal for this is less
than 1%.
The other area that is monitored is the refund rate. This is
not intended to be 0%, as we know that there are times when a refund is required
to resolve a buyer’s situation. Returns and refunds are an integral part of
business and should be anticipated with all types of selling. In regards to your
Amazon.com selling account, the refund rate should be as low as possible,
keeping mind that it is a percentage of orders. Warnings may be sent based on
the statistics of your account, but suspensions are based on human interaction
and review of your account and customer metrics. If you have one order, and the
buyer returns it, you will have a 100% refund rate, this would not be grounds
for suspension as there are trackable statistics.