“Amazon closed my account.” That’s the panicked statement we hear from businesses facing Amazon seller account suspension. Few things are more stressful for an Amazon seller than receiving that dreaded notification.
For many, it’s not just a business setback—it’s a personal hit. Knowing exactly how to respond to these fearful instances can make all the difference. Understanding Amazon’s processes and taking the proper steps can be the key to reopening your account and getting back on track.
Amazon closed my account: Reasons why
Amazon closes thousands of seller accounts each year for a wide variety of reasons:
- Late shipping or poor valid tracking rate
- High order defect rate
- Inauthentic complaints
- Condition and expiration complaints
- Intellectual property complaints
- Platform manipulation, including best-seller rank (BSR) manipulation and review manipulation
- Counterfeit products
- Forged or manipulated documents
- And many more
When Amazon closes a seller account, it may be called a suspension, deactivation, or closure. In Amazon’s terms, once the decision is made to stop accepting appeals or further appeals, the account is considered “blocked.”
Understanding why your Amazon seller account was closed is crucial to resolving the issue. It’s essential to identify the specific reason that led to the closure. Possible factors might include:
Policy breach: Violating Amazon’s rules, such as selling prohibited items or not following updated policies, can also result in account suspension. Therefore, it is important to regularly review Amazon’s guidelines.
Intellectual property disputes: Amazon may suspend your account if your listings have been reported for trademark or copyright violations. Investigate and resolve IP claims.
Performance issues: If your order defect rate exceeds 1%, your pre-fulfillment cancellation rate is higher than 2.5%, or your late shipment rate goes beyond 4%, you may be flagged for poor performance. These metrics are visible on your Account Health page.
Customer communication problems: Amazon expects sellers to maintain strong communication with buyers. Failing to address customer inquiries or resolve disputes promptly can contribute to account closure.
Suspicious behavior: If Amazon deems suspicious activity or a sudden shift in your selling patterns, such as an unexpected surge in sales, it can trigger an account suspension.
What to do if the reasons for account closure don’t make sense
The reason for an account closure doesn’t always make sense initially and it can feel frustrating and confusing. If the closure notice doesn’t clearly explain the issue or the claims don’t align with your selling practices, the first step is to stay calm and gather as much information as possible. Carefully review the notification and any previous warnings or performance notifications to identify potential misunderstandings.
Responding professionally and thoughtfully is important once you’ve gathered the relevant details. Craft an Amazon appeal that outlines why you believe the closure is unwarranted. Be specific and provide evidence to support your claims, such as order reports, product authenticity documentation, or communication records. If you’re unsure of the exact issue, asking for clarification in your appeal is helpful so that Amazon can provide more insight.
If your first appeal is denied, revise your approach and submit another, addressing any points Amazon has highlighted. If you find yourself stuck, it’s time to seek expert help from Riverbend (Yes, we specialize in Amazon seller account reinstatement), to help guide you through the process and ensure your case is presented as clearly as possible.
Seller questions and Answers: Amazon closed my account
Below are the most common questions we get from sellers whose accounts have been closed, our expert responses and some tips to help you navigate account closure.
Q: Why did Amazon close my account?
In most cases, Amazon provides a detailed notification explaining why it deactivated your seller account. This notification appears in Performance Notifications in Seller Central and an email. A careful review of the message should provide details on why Amazon closed the account and the steps you can take to appeal.
Q: Who at Amazon closed my account?
Amazon Seller Performance handles enforcement against seller accounts. This Amazon department includes investigators who review seller accounts and determine what actions should—or should not—be taken against them when complaints or concerning data patterns surface.
Q: What if Amazon is wrong about why they suspended my account?
It is tempting to assume that Amazon made a mistake on every account suspension. Typically, Amazon bases its actions on data. Whether you agree with the suspension or not, you’re more likely to get reinstated if you assume that Amazon suspended the account because of concerning patterns in your account – not because Seller Performance made a mistake. Don’t let the emotion of an account or ASIN suspension ruin your reinstatement appeal. Take a cordial, fact-based, and objective approach when contacting Seller Support and during all communication, no matter how frustrating.
Q: How can I see the data on which Amazon based my suspension?
You cannot. Amazon has in-depth data about every seller account, including customer feedback, complaints, returns information and more. While you can see a portion of this data in your account, you can’t see all of it. It’s essential to find and analyze as much information as is available in your account to help you uncover problems and trends. This includes buyer-seller messages, returns reports, store feedback etc..
Q: How do I write an Amazon appeal that will be accepted?
Amazon typically gives very detailed instructions explaining what they want from a suspended seller. This might include a root cause analysis, a description of actions you’ve taken to address the problems in the account, and a plan to prevent similar issues.
Appeals should be long enough to answer questions in a specific fashion but not so long that the investigator doesn’t have time to read them. Appeals should be written in plain language that is easy to read quickly and understand. Don’t be too formal, but don’t be too conversational. Somewhere in the middle is ideal.
Before you submit an appeal to Amazon, ask a friend, family member, or colleague to review it carefully and critically. See if they can fully understand your explanations and remedies on the first read. If they cannot, it’s time for a deep edit. Submit the appeal and await a response from Amazon. Be patient.
Q: Do I have to admit responsibility, even if I didn’t do anything wrong?
Yes, you do, in most cases. If you refuse to admit responsibility, Amazon is less likely to accept your appeal. Get creative. Find ways to cop to “lesser” crimes or shortcomings. There are likely always some areas in your processes that can be improved.
Q: Amazon rejected my appeal. Now what?
If Amazon rejects your appeal, it’s time to revisit your approach. Ask critical questions of yourself and your document. Did you use data from your account to determine the root cause? Did you explain your remedies clearly and concisely? Are you confident that your “answers” are correct from the viewpoint of an investigator with all of your account data?
If you nailed it, edit the document again and ensure it is easy to understand. You might also consider hiring a professional to ensure the document is crafted using best practices so you don’t potentially waste another appeal attempt.
Q: Can I speak with someone in Seller Performance?
Unfortunately, no. Seller Performance will not speak with suspended sellers. The written word is your only option.
Q: Why are executive escalations part of the Riverbend strategy?
Amazon thrives on an escalation culture. For its entire history, Amazon has welcomed escalations from a wide range of outside parties to point out errors and inefficiencies in its processes, people and technologies. We capitalize on this cultural anomaly to help our clients.
Q: How many appeals are too many?
Spamming Amazon is a big no-no. Sending too many appeals—especially to the same people or groups repetitively—will get you blocked and ignored. Also, sending spammy emails to multiple contacts is looked down upon. We walk our clients through a carefully constructed timeline, ensuring they appeal promptly without upsetting the Amazon powers that be.
Q: Amazon said they won’t answer future emails about my account. What am I to do?
It’s time to hire a professional. At Riverbend, we work on “blocked” accounts every day. We have strategies to encourage Amazon to reconsider appeals, including escalations to Amazon teams.
Q: Should I open another account since Amazon won’t accept my appeals?
No! This is a recipe for disaster. Once Amazon detects that you have opened a second or third account, they will shut it down. We encourage clients to appeal the original suspension. It’s the best path for future success.
Q: Will Amazon reinstate every account?
Not every account will be reinstated, depending on the reasons behind the closure and your response. Amazon is known for taking account health and policy compliance very seriously, so if violations are severe—such as selling counterfeit goods, repeated policy breaches, or fraudulent activity—reinstatement may not be possible. Amazon may decide that the risk to the marketplace and its customers is too high to allow the account back.
There is often a path to reinstatement for less severe violations—such as performance issues, minor policy infractions, or misunderstandings. The key is presenting a well-structured, honest appeal that fully addresses the issue. If you can demonstrate that the problem has been resolved and won’t happen again, you have a better chance of returning your account. Amazon reviews each case individually, so you may still have options even if your account isn’t reinstated on the first attempt.
Q: How do I know when to hire a professional?
Bringing in an expert is a good idea if you’ve failed to appeal to Seller Performance. Certain appeal types are best handled by professionals from the get-go. These include Section 3, Code of Conduct, forged documents, counterfeit and platform manipulation. Amazon gives sellers fewer opportunities to appeal these suspensions and reviews these appeals to stringent standards. Don’t waste chances on your own. When facing an Amazon seller account suspension, Riverbend is here to help.
What to avoid when Amazon closes your account
When your Amazon seller account is closed, how you respond can impact your chances of reinstatement. Here’s what to avoid when dealing with account closure:
- Avoid reacting emotionally: It’s natural to feel upset, but letting emotions guide your appeal can hurt your case. Stick to the facts and keep your tone professional in all communications with Amazon.
- Avoid blaming Amazon: Pointing fingers or accusing Amazon of wrongdoing will not help. Instead, focus on addressing the issue and providing a solution.
- Avoid submitting incomplete or vague appeals: A vague Plan of Action (POA) that doesn’t directly address the reasons for closure is likely to be rejected. Be specific and provide detailed steps you’ve taken to correct the issue.
- Avoid re-submitting the same appeal after rejection: If your appeal is denied, don’t simply resend it. Revise your Plan of Action based on Amazon’s feedback. Address any points that may have been unclear or insufficient.
- Avoid ignoring Amazon’s policies: Understanding the policies that led to your account closure is critical. Failing to familiarize yourself with the relevant rules will make it harder to craft an effective appeal.
- Avoid rushing the appeal process: While you may be eager to reinstate your account, rushing through the appeal process can lead to mistakes. Take the time to fully understand the problem and create a comprehensive Amazon POA (Plan of Action). Being patient with Amazon is the MOST difficult part of the process.
“Amazon closed my account” isn’t necessarily the end of the road
Amazon’s policies, while intended to protect the marketplace, can sometimes seem harsh or unpredictable, leaving you in the dark. With the right approach, account closures can be resolved. By staying calm, gathering all the necessary information, and crafting a thoughtful and detailed Plan of Action, you give yourself the best shot at reinstating your account. Not every account will be reopened, but persistence and professionalism (and an effective escalations strategy) can go a long way to increase your chances.
Remember, the Amazon marketplace is a complex ecosystem, and while it may feel like the odds are stacked against you at times, thousands of sellers have successfully navigated these challenges and come out stronger on the other side. Keep advocating for yourself, and don’t hesitate to seek help. You deserve clarity and fairness; there are always ways to push for both.
If you need professional help to solve your Amazon closed my account issue, we’re here to help. Contact us today.
Seller Account Health. Solved.
