I’ve been selling used stuff on Amazon.com off and on for well over three years now — mostly used video games, movies, accessories and such. Despite fairly hefty seller fees, it’s been a lot better than the other alternatives for me. Compared to eBay, the listing process is dramatically faster and simpler, sales prices are often higher, and items stay listed (at fixed prices) until sold. Compared to craigslist, Amazon.com gets you a much wider market (helpful for obscure games & accessories), and a simpler sales process. (coordinating a meeting time just to sell a $15 game? No thanks.)
So over the weekend I was cleaning out my office and listing some old games and controllers. Then I thought about this Lenovo ThinkPad X220 I’ve been trying to sell for months. There was a listing on Amazon.com for the X220 with a couple of other used listings, so I thought it wouldn’t hurt to give it a shot. I listed it Sunday night for $725.
That ThinkPad listing must have triggered an automated account check (due to the dollar amount, no doubt) that the last 3+ years of listings did not. Hours later, close to midnight, I got this cordial email from Amazon.com (emphasis mine):
Hello from Amazon.
We are writing to let you know that we have removed your selling privileges, canceled your listings, and placed a temporary hold on any funds in your seller account.
We took this action because our records indicate that this account is related to another selling account that was closed by Amazon. Once selling privileges have been removed, sellers are not allowed to establish new accounts.
Due to the proprietary nature of our business, we do not provide detailed information on how we determine that accounts are related.
We encourage you to take appropriate steps to resolve any pending orders. Note that any amounts paid as a result of A-to-z Guarantee claims and chargebacks may be deducted from your seller account.
After 90 days, any remaining funds will be available per your settlement schedule. Once the hold has been removed, balance and settlement information will be available in the “Payments” section of your seller account. If you have questions about these funds, please write to payments-funds@amazon.com.
While we appreciate your interest in selling on Amazon.com, the closure of this account is a permanent action.
Regards,
Seller Performance Team
Amazon.comhttp://www.amazon.com
The tone of the email didn’t give me a lot of hope. It’s clear that Amazon is not willing to provide details on how they made this determination, or leave an opportunity for appeal. And to be clear, I’m certain that I’ve tripped a false positive of some sort. I have never used another seller account on Amazon.com.
I logged into the seller account to see what it looked like. There was a glimmer of hope: an Appeal button. I dutifully filled out an appeal as follows:
I have never had another seller account with Amazon.com. I’ve been using this account to sell stuff off and on for over three years now, without any issues. I can only assume that this was due to an automated false positive. Please review and reinstate my account.
Amazon replied less than twelve hours later with this:
Hello from Amazon.
Thank you for writing. After a review of your account by an account specialist, we have decided not to reinstate your selling privileges.
We regret we are unable to provide further information on this situation. Further correspondence regarding the closure of your selling account may not be answered.
The closure of this account is a permanent action. Any subsequent accounts that are opened will be closed as well.
Regards,
Seller Performance Team
Amazon.com
http://www.amazon.com
So that’s that, it seems. It’s clear from the tone of these emails they are not especially sympathetic to the concerns of sellers whose accounts have been mistakenly flagged.
eBay & Paypal have received a lot of well-deserved flak over the years, but compared to this, they come out looking good. They have email addresses and online chat systems and phone numbers answered by actual humans who provide actual details about your case. In many of the Paypal horror stories that circulate, the worst material comes from bad customer service reps. But when you deal with Amazon.com, at least as a seller, there’s no customer service rep to talk to. Cold emails like this are all you get.
I hope this will be helpful to two groups of people:
1. Sellers — look for other alternatives. If you sell on Amazon.com, don’t put all of your eggs in that basket. For me, this just meant a harder time clearing out the closet. But for someone doing a lot of sales on Amazon.com, this could cause a serious loss of business.
2. Amazon.com staff — seriously, just look at this from the customer’s point of view, and try to tell me this is a customer friendly process. More transparency is in order. Your secret fraud detection system is fallible, and it should be treated as such.
If nothing else, this has left me seriously second-guessing my loyalty to Amazon.com. They’ve been far and away my favorite Internet retailer for years, but I’m not going to be quite as eager to shop there any more, especially in categories with strong competition.
Update
Amazon just reactivated my account at 12:15 pm today (AZ time). I did not make any further attempts to contact Amazon after the above account, so I imagine that this was only done as a result of my post hitting the front page of Hacker News. The email regarding the reactivation was as follows:
Hello from Amazon.com.
Thank you for writing regarding your Amazon.com selling account. We have reviewed this situation and have reactivated your account.
We apologize for any inconvenience this has caused. In our efforts to protect our community, we sometimes err on the side of caution.
We appreciate your interest and wish you the best of luck selling on Amazon.com.
Victory? Well, partially. I’m not totally satisfied until and unless Amazon admits to problems with their fraud detection system, and puts in place a better process for recourse. Failing that, others who don’t get this level of publicity will continue to get shafted.
Update 2
Here’s my blog’s visitor count by service provider, per Google Analytics. Looks like a few people at Amazon have taken notice.
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Hi, I have been a seller on amazon.com for 3 months. I had good luck with selling products. Mainly health and beauty products. I bought large quantity of twinkies and thats when things went downhill. (I was advertising and selling them with past best by fresh date but I advertisded and a couple idiots couldn’t read and left negative feedback. I received three negative feedback from over 100 orders I had. Two were out of my control and one was a mistake on my part. I also had request for customers to cancel orders within 1 day of purchase because they just changed their mind. I shipped out two orders that cost $20 plush shipping to customer (6.50 was shipping charged by amazon and it actually cost me 10.85) confirmation showed delivered and 45 days later buyer says they never received. amazon.com says I should have put signature confirmation on their and withdrew the money from my account. B.S. they should have gave customer option to pay for signature confirmation or waive their rights. After their commissions and under charging for shipping , I would of been working and jumping through hoops for them for a $1.50. hey suspended me , I appealed and gave long explanation of my new business plan ( i was going to stick to selling health and beauty products) and they decided not to reinstate. Here I am with $2000 plus of inventory that I sold for a loss to my brother who went to start a amazon.com account and after 3 weeks they cancelled him because they think our accounts are related and they are not. What should I do, I want him to be able to sell or I want to buy back merchandise from him and start selling myself?
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Wow. I am a consultant, and a client wants me to set him up with an Amazon store. Nothing complicated, they just have a few products and Amazon would stricly be a side-line revenue stream. But after reading this (and other forums), I’m now considering advising him to set up an eBay store instead.
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Dear Amazon,
My account was shut down with no explanation before it ever got up by your heartless system. I will tell everyone I know, and I have thousands of contacts in business Linedin, etc. how unfairly you have treated me as a merchant. I never got to sell anything and yet you continue to charge me. I will dispute this on Paypal; and post to every blog I can. I am not alone. You make it impossible to speak with a human — the one time I did I got an mindless drone reading from a script. The “explanation” I got when you closed my account that never got a single product on a single page was that you have the RIGHT to terminate my account without explanation. That’s true, but I have a right NOT to be charged and not to be treated this way. This will be made as public as possible and if you don’t give me back everything I paid I will indeed sue you and encourage other to advertise your unfairness and inhumanity.
Please take this charge and all other past charges off my account by crediting my credit card.
God bless,
Steve Friederang
CEO, Tropical Penguin, inc. -
Dear Amazon,
My account was shut down with no explanation before it ever got up by your heartless system. I will tell everyone I know, and I have thousands of contacts in business Linedin, etc. how unfairly you have treated me as a merchant. I never got to sell anything and yet you continue to charge me. I will dispute this on Paypal; and post to every blog I can. I am not alone. You make it impossible to speak with a human — the one time I did I got an mindless drone reading from a script. The “explanation” I got when you closed my account that never got a single product on a single page was that you have the RIGHT to terminate my account without explanation. That’s true, but I have a right NOT to be charged and not to be treated this way. This will be made as public as possible and if you don’t give me back everything I paid I will indeed sue you and encourage other to advertise your unfairness and inhumanity.
Please take this charge and all other past charges off my account by crediting my credit card.
God bless,
Steve Friederang
CEO, Tropical Penguin, inc.
2724 Cape Drive, Corona, CA 92882
800.999.0824 International 1-951-898.0007
Fax: 951.371.8776
Steve@tropicalpenguin.com
http://www.competitiveswimmer.com
http://www.Tropicalpenguin.com
http://www.EyeSwim.com
http://www.talentcodeacademy.com
http://www.Biographyinterviews.com -
The losers on Amazon us your IP address, so if you open a new account on the same computer, then they will know!
Use a different computer, different email address, and a bank card that you did not file with them.
They are the worst, they have not a care in the world for sellers.
I was closed down for no reason and I have a 100% feedback score, I sold over 120 items.
The funny thing is when a loser is in power it goes to their head, most of you out there are the same, I bet if amazon hired you, then u would be just as cruel.
Same as police, our justice system, etc.. -
My account has been suspended ” for related Seller Account”, then selling privileges removed, then back to suspended and in the case log summary they put “Re-instate immediately – no reason to suspend!”
This was back on 23rd Jan 2013. My account is still in suspense and I have sent 4 emails via the appeal box.
I still wish to know why they think I have more than 1 account – I only ever had the one. If they do use the ISP address then they may be referring to some other individual in my household. We are separate beings with separate selling interests and should not be lumped together as one, just because we cant afford to each have a separate computer for our selling.
This is discrimination against the poor and as a person who sells over amazon.co.uk, I will throw the Data Protection at them next. see here for those who wish to do the same
http://www.ico.gov.uk/complaints/handling.aspx
“You believe that an organisation has used, held or disclosed information about you:
- unfairly;
- for a reason that is not the one it was collected for; or” etc“Before you complain to us
First, write to the organisation concerned and give it an opportunity to put things right. Many problems can be solved quickly without us getting involved. You can call our helpline on 0303 123 1113 for advice to help you to solve the problem.
What happens if I cannot solve the problem myself?If you have contacted the organisation about the problem but have been unable to solve it, we may be able to help.
If necessary, we will look into your complaint. If we think the law has been broken, we can give the organisation advice and ask it to solve the problem. In the most serious cases we can order it to do so.”
The ICO has had the power to issue monetary penalty notices of up to £500,000 for serious breaches of the Data Protection Act occuring on or after 6 April 2010, and serious breaches of the Privacy and Electronic Communications Regulations.
see here http://www.ico.gov.uk/enforcement/fines.aspx
Hope this may help atleast those in the UK – I dont know if there is similar legislation in the US or countries other than the UK.
I only sell to clear my home of used books for pocket money. But I despise bullying tactics and lack of a proper 2 way dialogue with a human at the end of the phone.
to
Good luck to all of you and especially to those whose livlihoods depend on re-instating their accountsIva lottasay
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I really blog as well and I am publishing something similar to this
specific article, “Amazon.com just closed my seller account.
No warning, no details. · Aaron Kavlie”.
Do you really mind if perhaps I reallyimplement
a little of your points? Thanks a lot -Adriene -
The same thing happened to me a few days ago and since then I have been trying to appeal the decision to no avail. I had just sold an old joystick which I listed a long time ago and was making preparations to ship to the buyer when I received the email from Amazon informing me they had closed my account:
Greetings from Amazon.
We are writing to let you know that we have removed your selling privileges, canceled your listings, and placed a temporary hold on any funds in your seller account.
We took this action because our records indicate that this account is related to another selling account that was closed by Amazon. Once selling privileges have been removed, sellers are not allowed to establish new accounts.
Due to the proprietary nature of our business, we do not provide detailed information on how we determine that accounts are related.
I have NEVER opened any other seller accounts with Amazon and never had previous issues with buyers etc and I fail to see how Amazon are not obliged to disclose information regarding related accounts considering the resulting action they take and the fact that this could be related to identity theft?
I just find their treatment of customers unacceptable.
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after putting my income tax on my prepaid card, I went to amazon to purchase 3 cell phone cases the transaction kept getting denied later I checked my prepaid card balance after being denied a purchase at Walmart and all my money had been taken off by hewitt services (amazon.com) in different amounts that finally ended up going through. I had no idea and never authorized or purchased anything. basically about 500 dollars was taken off of my card by Amazon.com as if someone was trying to pull money off of my card. I believe Amazon doesn’t even know there is fraud happening either by hackers or employees. this was a first and last time I will ever use Amazon.com
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I had exactly the same issue as many on here. I was registered on amazon since early 2010. But only started selling early February 2013 after less than a month and only 6 item listings 3, 4 of which sold for a combined 300 pounds or so that thing triggered about me being related to a blocked seller, which I was gobsmacked to read. I was distraught but felt confident that amazon had made a blunder and I had every right to take this as far as it had to go. I called them on the weekend it happened a saturday but seller team was apparently closed so i tried sunday and was same closed till monday. So I googled the terms: seller account suspended on amazon for related bla blah blah. Then I got to this site and read people experiences all I kep hearing was whining and complaints about not caring which is normal. The only information I got that seemed helpful to me concerning my case was a post from a board member called Iva who pointed out clearly some rights we have as individuals over these companies. From reading her post I was able to construct a strong appeal and a day after the suspension they lifted it with the same message that the OP at the top came out with, thank Jesus and thank yall for listening
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A law suit is now filed against Amazon and underway. If you are a former seller on Amazon and have not received payment, you may consider joining this suit. If you wish to seek to add your name as a class member in this suit, send an email to AmazonClass@Yahoo.com.
Please provide your full name, physical address, email address, contact number, the email addressed used with the Amazon account, the dates you were an Amazon seller and the date of suspension and an approximate amount of funds owed.
This information will be forwarded to class counsel. After the class is certified by the court and an official roster is created, you will be contacted.
You may view the initial complaint at this link:
http://share.pdfonline.com/7defbedad88a47509e2b0e8aec807f8f/Amazon%20Services-Complaint%5B1%5D.htm -
Yups, I got banned too. Amazon would give me a low credit for shipping my nursing books and so I would ship it for the amount that amazon gave me. I got banned cause I live in Hawaii and the books were said to take too long to receive. I got banned. Then I made another account and had perfect feedback and perhaps 20 plus positive scores. Then one day amazon notifies me that I’ve been linked to my old account which was me and I can’t sell. So now I sell only on Ebay. It sucks cause alot of my items sell better on Amazon but because of them giving me a shipping credit way lower than would actually cost to send the seller the item faster I got banned. Love you Amazon. I tried to reinstate but they denied. Its like a lose lose situation. They lose money cause I dont sell their and I lose cause I only can sell on Ebay or Craigslist. Amazon, look at my ebay score, I got more than 800 positive feedbacks and no negatives…. dammit it makes me soo mad.
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It’s simple, AMAZON sits on our money because they earn Millions of Dollars in interest while payments are delayed. Any other reason AMAZON feeds the masses concerning payment delays are mere excuses to exploit our dollars.
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i am a new seller on amazon all of a sudden little over a week into selling bam they close my account even though i have great feedback on time shipping first they say they are reviewing my account and just hold some money back but the next day they close me down saying i am linked to another seller what isw a person to do when you can’t talk to them this is crap all i am trying to do is make a few honest dollars for my grandkids. I think amazon is unfair to do things and when you call no one talks to you in seller performance you have email them then they still don’t answer your question
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Yes! Finally someone writes about shopping games.
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