I have two team members with 30 years of Amazon Seller Performance and Strategic Account Management experience between them. They reviewed her case and her account carefully, and they were baffled. They believed the suspension was a mistake, but that the account had been notated in such a way that nobody would give Connie a second review.
After weeks of suffering financially, mentally and emotionally, Connie was finally reinstated. But it took multiple escalations to executives that, frankly, an average seller would never know to contact. Without that, who knows if and when she would have gotten her account back.
Frauded for weeks, then an apology
Jacob called us in a panic. He was completely locked out of the seller account for his small, family-owned business. He literally had no idea why. In Amazon parlance, he had been “frauded,” meaning he could not log into Seller Central, and Amazon refused to respond to any emails or calls.
Jacob’s business was gradually falling apart. A few years ago, his family decided to close their Manhattan store because of outrageous rents. They focused solely on Amazon, but they did not diversify further. Now, they were suffering as a result. Almost a month had passed since they were frauded, and they had to lay of employees. Their personal mortgage payments were about to be late, and their vendors were unpaid.
Jacob had tried several appeals and letters, but he had gotten nowhere. We took over and escalated to several executives. After a few weeks, Jacob received an apology from Amazon. It essentially said: “Oops. Sometimes we err on the side of caution. Sorry about that.”
We have our suspicions about why the fraud designation happened. In all possible scenarios we dreamed up, it was a flat-out mistake by someone at Amazon. That mistake almost destroyed a multi-generational family business. We will never know the real reason for sure.’
Wrongly accused of forged invoices
Ali sells replacement computer parts. Some customers complained about receiving these items in non-retail packaging, so Ali’s account was suspended for suspected inauthentic. He provided Amazon with detailed invoices from his supplier – a major distributor of PC parts and accessories.
In response, Amazon blocked Ali’s account for forged invoices. Why? Your guess is as good as mine. Ali has given Amazon a supplemental letter from the corporate headquarters of his distributor, confirming his invoices are accurate. In addition, he has sent Amazon stamped bank statements showing that he paid the invoices.