This article will provide guidance on how to reactivate an Amazon account that has been closed.
Amazon are a platform who demand the highest level of customer experience for their customers worldwide. Therefore, they measure this customer experience by the ''Health'' of your account and stores. This is measured via aspects such as order defect rate, negative customer feedback and undelivered orders.
To check the ''Health'' and performance of your Amazon store(s), go to your Seller Central, click on Performance and go to Account Health.
As Amazon themselves confirm, ''To sell on Amazon, you must adhere to their performance metrics and policies. Failure to do so may lead to the temporary deactivation of your account, removal of listings, or limit your use of the Merchant Fulfilled Network (MFN).''
To appeal any listing removal or store deactivation, again log in to your Seller Central, Performance and Account Health, and follow the instructions provided.
For Amazon to agree to a store or listing reactivation, they require a clear, detailed and concise action plan to ensure a positive account health and therefore the best customer experience for buyers.
Amazon make it clear that the following information needs to be supplied in any account reactivation action plan:
- What was the root cause that led to the issue?
- What actions will you take to resolve the issue?
- What steps will you take to prevent future issues?
You can use the following guidelines to create your plan of action:
- Be clear and concise. Your plan of action should be factual and direct. Focus on the facts and events that lead to the issue rather than providing an introduction of your product, business, or customer. Remove other questions or references to ongoing support cases from your submission. Avoid using emotive language.
- Provide an explanation for all issues. Some deactivation's can be the result of a combination of issues (for example, a High Order Defect Rate can arise from negative feedback and undelivered orders). You must provide a response for each root cause in your plan of action.
- Include supporting evidence for all items. Make sure you submit supporting evidence for all of the products or ASINs that are under review. You can find the list of products at the bottom of your original notification. Make sure to check the time frame requested for the documents, some require invoices from the last 365 days.
- Highlight areas in your supporting documents. You can make your response more relevant by circling or highlighting the area within your documents that is most important such as ASINs, Supplier details (for example, name and supplier website) or clauses within your Terms and Conditions.
As per the above recommended steps, ensuring that the action plan is offered with as much information as possible, you have a clear route to resolving previous highlighted issues, and supply any documentation that will support the reasons your store qualifies for reactivation.
For further clarification, Amazon offer the below assistance:
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