Many sellers’ accounts have been suspended! The reason is that Amazon has adjusted this function...

Amazon recently changed its appeals process for third-party sellers, leaving many sellers at a loss as to how to resolve issues with Amazon, leading to the suspension of their accounts.

Prior to this recent change, Amazon sellers could contact the Seller Performance team via email to resolve issues with Amazon. Now, the process can only be done through the Seller Central dashboard.

Some sellers believe that this is not necessarily a bad thing because Amazon sellers’ email appeals had not been responded to before this.

Now, sellers can only make certain Amazon appeals, such as ASIN restoration and reinstatement of deactivated listings, through the "appeal button". Many other sellers must go through Amazon's seller support team, but because seller support is only a middleman, the response sellers usually receive is "forwarded to the relevant team."

The new appeal process, which does not display an appeal button, involves sending a message through Seller Support using the "contact us" feature, which has become more automated under Amazon's "Hands off the Wheel" policy. Sellers used to be able to simply send a message to the Seller Support team, but now have to go through a series of FAQ-style help triage to do so, which makes even some sellers familiar with Amazon feel difficult.

Worse, the new process leaves some Amazon sellers with nowhere to appeal.

For example, in the case of a seller account being hacked, the seller is usually logged into their account and therefore cannot access their Seller Central dashboard to appeal or contact Seller Support.

In addition, sellers are unable to log into their accounts, let alone appeal, in cases where Amazon suspects them of fraud or illegal activity due to its AI alerts.

In many other cases, including these two, sellers have been left to contact the enforcement office by emailing [email protected], a process that takes an average of eight months for a response, or through Amazon's legal department, which in most cases receives no response.

According to foreign media reports, over the past decade, Amazon has been implementing a program called "Hands off the Wheel", which replaces human labor with AI that uses machine learning to complete tasks, allegedly freeing employees to perform other tasks. It seems that this makes Amazon's work more efficient. However, third-party sellers have suffered from this simplification attempt in many ways. For example, the listings of companies selling products such as cosmetic masks were deactivated because Amazon's AI marked the masks as PPE.

Data from Statista.com shows that in the second quarter of 2020, 53% of all items purchased on Amazon were sold by third-party sellers. Despite this statistic, Amazon still values its customers more than third-party sellers and will not hesitate to take action on a seller account due to even one customer complaint. However, some of these complaints are false complaints from other sellers posing as consumers trying to put competitors out of business.

And now, another barrier has been placed between Amazon sellers and Amazon employees, making it even more difficult to resolve these issues.

Source: Seller's Home

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