✅ Solved case: Related suspension on Amazon
🔥Read the case and take the most useful step-by-step article
1️⃣ How did it start?
This September we received a client's message about his problem and asked him to fill out the form.
Our specialist provided some additional questions to better understand why the store got suspended.
After receiving this information, we went through the account itself, performance notifications, and a suspension letter from Amazon.
2️⃣ Next step:
Our specialist called ‘Amazon account health support’ several times, found out which account had the connection to our customer’s account, tried to get any other useful information that could help in getting the account back asap, and estimated the chances of a positive resolution of the suspension.
All collected information was sent to the client and he received the final verdict - we are ready to take the responsibility and help our customer with the reinstatement.
3️⃣ There were 2 options for reinstatement of the account with a ‘related’ suspension:
➡️ 1. Amazon wanted to see a reactivation of linked accounts to reinstate the one that we were working on.
This is not always possible as most of the time we have no details about any other ‘linked’ accounts, or in case we know - chances of reactivating them are minimal.
➡️ 2. Proof that there’s no connection anymore, and in case there was any, then this mistake was not conscious.
Going forward, if the client knows exactly why the account is related, we immediately change this particular data (f.e. charge method or phone number).
If there are only guesses, we assist customer with changing all the data on the account to eliminate any possible connection between accounts.
After that, we prepare the necessary documents depending on the case.
💠 So the tactics were chosen and we started acting - made appeal submissions, calls to support, rewrote the appeals, and tested different strategies using different documentation after getting a confirmation from a customer.
Usually, if the appeal is not accepted and the specialist hits a dead end, we send the appeal to Amazon’s Director office email. That’s what we decided to do next.
Based on all the data that he had collected during the working process, the appeal had the desired structure and subjectively included (we were sure it did) all the information to REINSTATE this Amazon store.
Why we were so damn sure?...our specialist acknowledged the mistakes that were made, included numerous points of how they were corrected, and included even more points to show what exactly we did to ensure these mistakes will not happen again.
🔆 We attached the documentation that was prepared, clearly structured appeal, and submitted it…
Waited for a response from Amazon for several days.
✅ 3 months of dedicated work actually lead to success. Our client had his account active again.
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