An account suspension can cost you thousands in lost sales and take weeks to resolve. Here's how to keep your Amazon seller account healthy and avoid the common traps.
Key Metrics
- Order Defect Rate (ODR): Must stay below 1%. Includes A-to-Z claims, chargebacks, and negative feedback. This is the most critical metric.
- Late Shipment Rate: Must stay below 4%. Only relevant for FBM sellers.
- Pre-fulfilment Cancel Rate: Must stay below 2.5%. Cancelling orders before shipment damages your metrics.
- Valid Tracking Rate: Must be above 95%. Every FBM order needs valid tracking.
Common Causes of Suspension
- Intellectual property complaints: Selling products that infringe trademarks, patents, or copyrights. Even unknowing infringement can get you suspended.
- Product authenticity complaints: Customers claiming your product isn't genuine. Even if it is, multiple complaints trigger review.
- Product condition complaints: Items described as "new" arriving damaged or previously opened.
- Review manipulation: Offering free products for reviews, buying reviews, or asking for positive reviews.
- Multiple accounts: Operating more than one seller account without Amazon's permission.
If You Get Suspended
Don't panic, and don't rush your Plan of Action (POA). A well-written POA addresses: (1) the root cause, (2) corrective actions taken, and (3) preventive measures for the future. Be specific, take responsibility, and provide evidence. Most suspensions are recoverable if handled correctly.
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