Amazon has strict policies to ensure marketplace integrity, but even experienced sellers can face FBA policy violations unexpectedly. Whether it’s an issue with product compliance, listing violations, intellectual property disputes, or performance metrics, getting flagged by Amazon can disrupt your business.

If you’ve received a policy violation notice, account warning, or suspension, it’s crucial to act fast. Amazon’s appeal process is structured, but it requires a well-prepared response. A weak or incomplete appeal can result in delays, rejection, or even a permanent ban.

This article explains how to identify the issue, prepare a strong Plan of Action (POA), and submit an appeal that gets results.

What Are Amazon FBA Policy Violations

Amazon enforces policies related to product quality, safety, and compliance. Violations can come from customer complaints, algorithmic detection, or competitor reports.

Some of the most common FBA policy violations include:

1. Product Condition Complaints

  • Customers reported receiving used, damaged, or defective products listed as “new.”
  • Often triggered by poor packaging, warehouse handling, or returns resold as new.

2. Restricted or Prohibited Products

  • Selling products banned by Amazon (e.g., certain supplements, electronics, or hazardous materials).
  • Failing to meet safety certifications or compliance standards.

3. Intellectual Property Infringement

  • Selling counterfeit or trademarked products without authorization.
  • Copyright claims from brands over product images or descriptions.

4. ASIN (Listing) Policy Violations

  • Duplicate listings, incorrect variations, or misleading product information.
  • Using unauthorized brand names or false claims in titles and descriptions.

5. Performance-Related Suspensions

  • Late shipments, order defects, or high return rates exceeding Amazon’s performance thresholds.
  • Excessive negative feedback impacting seller metrics.

Amazon usually notifies sellers about violations through Seller Central Performance Notifications. These warnings contain the reason, affected ASINs, and the necessary steps to resolve the issue.

Step 1: Review the Violation Notice Carefully

When you receive a policy violation, do not rush into submitting an appeal. A hasty response can hurt your chances.

Key Details to Look For in the Notice:

  • The exact violation: Is it a policy breach, performance issue, or a customer complaint?
  • Affected ASIN(s) or account status: Has your entire account been suspended, or just certain listings?
  • Deadline for response: Some issues require immediate attention, while others allow time for appeal.
  • Required action: Amazon may request documents, test reports, or specific corrections.

Understanding the root cause of the issue is crucial. If the reason is unclear, check:

  • Performance Metrics: Review Order Defect Rate (ODR), Late Shipment Rate, and Feedback Score.
  • Customer Feedback & Returns: Look for recurring complaints on affected listings.
  • Product Compliance Reports: If selling a restricted product, check required certifications.

Step 2: Gather Evidence & Correct the Issue

Before submitting an appeal, take concrete actions to fix the problem. Amazon wants proof that you’ve identified the issue, taken responsibility, and implemented solutions.

What to Do Based on Violation Type:

For Product Condition Complaints:

  • Check your inventory: Are there warehouse-damaged items being resold as new?
  • Improve packaging: Switch to sealed packaging to prevent damage.
  • Inspect returned products: Ensure used items aren’t mixed with new inventory.

For Restricted or Prohibited Product Issues:

  • Verify compliance documents: Check if your product requires safety certifications or testing reports.
  • Remove non-compliant listings: If unsure about compliance, delete the listing.

For Intellectual Property Claims:

  • Contact the rights holder: If a brand filed a complaint, request written authorization.
  • Provide proof of authenticity: Invoices, purchase receipts, or letters of authorization can help.

For ASIN Policy Violations:

  • Correct misleading content: Fix any title, description, or image that doesn’t comply with Amazon’s guidelines.
  • Check variation listings: Remove any improper product variations.

For Performance-Related Suspensions:

  • Lower order defects: Improve fulfillment speed and quality control.
  • Enhance customer service: Respond promptly to inquiries and resolve disputes.

Once you’ve fixed the issue, document all corrective actions. This will strengthen your appeal.

Step 3: Write a Strong Plan of Action (POA)

Amazon’s appeals team follows a structured review process. They expect a clear, fact-based Plan of Action (POA) addressing three key points:

  1. What caused the violation? (Acknowledgment)
  2. What corrective actions did you take? (Resolution)
  3. How will you prevent it in the future? (Prevention)

Example POA for Product Condition Complaints

Subject: Appeal for ASIN Suspension – Product Condition Complaint

Dear Amazon Seller Performance Team,

We appreciate the opportunity to address this issue. We acknowledge that customer complaints regarding product condition have affected our listing (ASIN: XXXXXXXXXX). After reviewing feedback and our fulfillment process, we identified the following causes:

Root Cause:

  • Some units were returned by customers and re-sent to FBA as new, leading to potential quality issues.
  • Packaging for certain items was not secure enough to prevent transit damage.

Corrective Actions Taken:

  • Implemented stricter quality control: All returned products are now inspected before resale.
  • Switched to sealed, tamper-proof packaging to protect product integrity.
  • Enhanced supplier oversight: Only direct shipments from verified manufacturers are now accepted.

Preventive Measures:

  • Introduced a new tracking system to identify and flag returned products before restocking.
  • Conducted additional staff training on Amazon’s condition guidelines.
  • Implemented a monthly review process to monitor quality complaints.

We sincerely apologize for any inconvenience caused and are committed to maintaining Amazon’s high standards. Thank you for reviewing our appeal, and we look forward to resolving this matter.

Best regards,
 [Your Name]
[Your Seller Account Name]

Step 4: Submit the Appeal via Seller Central

Once your POA is finalized, submit it through Seller Central > Performance Notifications > Appeal. Attach any supporting documents if applicable, such as:

  • Invoices or supplier agreements (for authenticity claims).
  • Compliance test reports (for restricted products).
  • Screenshots of updated listings or customer communication.

After submission, Amazon typically responds within 24-72 hours. If the appeal is rejected, review feedback carefully and revise your POA accordingly.

What Happens After Submission?

  • Approval: Your listing or account is reinstated.
  • Request for More Information: Amazon may ask for additional documents or clarifications.
  • Rejection: If denied, carefully analyze the response and submit a revised appeal.

If your appeal gets rejected multiple times, consider escalating the case by contacting Amazon Seller Support or Amazon’s Account Health team.

What to Do If Your Appeal Is Denied

Even with a well-crafted Plan of Action (POA), Amazon may reject your appeal. This doesn’t mean your case is hopeless—many sellers get reinstated after revising their approach.

If your appeal is denied, the first step is to carefully review Amazon’s response. Their message will typically fall into one of three categories:

  1. Generic Rejection – No specific reason provided.
  2. Request for More Information – Amazon asks for invoices, compliance documents, or additional details.
  3. Final Decision – Your listing or account is permanently suspended (though appeals are still possible).

Step 1: Identify Why Your Appeal Was Rejected

Here are some common reasons why appeals fail:

  • Too vague or generic – Amazon wants specific root causes and corrective actions. A weak POA like “We will be more careful” will be rejected.
  • Failure to address all issues – If your ASIN has multiple violations (e.g., product condition + restricted item), you must cover all points.
  • Lack of supporting evidence – If the issue involves product authenticity, safety compliance, or supplier verification, Amazon expects invoices, test reports, or brand authorizations.
  • Repeated submissions without improvement – If Amazon sees the same appeal multiple times with no changes, they may flag your account as non-compliant.

Step 2: Submit a Revised Appeal

If your initial appeal is rejected, don’t resubmit the same response. Instead, analyze Amazon’s feedback and refine your POA.

How to Improve Your POA for a Second Appeal:

  1. Clarify the Root Cause – Go into more detail about why the violation happened and how you discovered the issue.
  2. Strengthen Corrective Actions – Provide clearer, more actionable solutions to prevent recurrence.
  3. Attach Stronger Evidence – If Amazon requested documentation, include supplier invoices, authenticity letters, or compliance certificates.
  4. Use a More Professional Format – Ensure the appeal is well-structured, concise, and to the point.

Example Revision:

If your first appeal was rejected due to “insufficient corrective actions,” you might rewrite:

“We improved our quality control process.”

To:

“We implemented a new inspection protocol, requiring our warehouse team to scan and verify each returned item before restocking. This ensures only brand-new, undamaged products are sent to customers.”

After revising your appeal, submit it through Seller Central again and wait for a response.

How to Escalate Your Case If Amazon Doesn’t Respond

If Amazon ignores your appeal or continues rejecting it without a clear explanation, you may need to escalate the issue.

Option 1: Contact Amazon Seller Support

  • Go to Seller Central > Help > Get Support.
  • Choose Account Issues > Policy Violation Appeals.
  • Request a direct response from an Amazon representative.

Tip: When speaking to support agents, remain professional and persistent. If one agent is unhelpful, try again until you get someone knowledgeable.

Option 2: Call Amazon Account Health Services

For urgent cases, call Amazon’s Account Health team at +1 (206) 922-0880 (for US sellers) or your country’s Amazon Seller Support hotline.

  • Be polite but firm about needing a case review.
  • Reference case ID numbers and ask for a higher-level review.

Option 3: Email Amazon’s Executive Support

If normal support channels fail, escalate to Amazon’s senior teams:

Email:

Your email should be short and to the point, summarizing the violation and your attempted resolutions.

Example Email:

Subject: Urgent Appeal – ASIN Suspension Case #XXXXXX

Dear Amazon Seller Performance Team,

I am reaching out regarding ASIN [XXXXXXX], which was suspended due to [policy violation]. We have already taken the following corrective actions:

  • Updated inventory controls to prevent similar issues.
  • Submitted invoices from our verified supplier.
  • Corrected the listing content to align with Amazon’s policies.

We have submitted an appeal but have not received a clear response. Could you please escalate this case for review?

Thank you for your time.

Best regards,
[Your Name]
[Your Seller Account Name]

FAQs 

1. How long does Amazon take to review an appeal?

Amazon typically responds within 24-72 hours, but complex cases can take up to two weeks.

2. Can I open a new seller account if mine is suspended?

No. Amazon prohibits multiple accounts unless you receive explicit approval. If caught, all linked accounts may be banned.

3. What happens if Amazon permanently suspends my account?

You can try escalating your appeal or seek help from Amazon suspension experts. Some services specialize in account reinstatement.

4. Can hiring an Amazon lawyer help with reinstatement?

Yes, especially for intellectual property disputes or complex cases. However, this should be a last resort.

5. Does Amazon ever reinstate permanently banned accounts?

In rare cases, yes—but only with a strong appeal proving compliance.

Get Your Amazon Account or ASIN Reinstated with ZonHack

Struggling with Amazon account suspension or ASIN removal? ZonHack’s expert team helps sellers reinstate accounts and listings quickly with custom appeal letters, detailed Plans of Action (POA), and insider escalation strategies.

We analyze the root cause, craft a strong appeal, and handle follow-ups and escalations if needed. With hundreds of successful reinstatements, we specialize in resolving issues like policy violations, inauthentic claims, and performance-related suspensions.

Don’t risk rejection with generic templates. Let ZonHack’s experts get your business back on track—fast.

Contact ZonHack today for a free consultation.