Frequently Asked Questions

Can I cancel anytime?

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Yes! Your joining fee is non-refundable, but you can cancel all future monthly payments anytime and leave the service.

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What counts as 1 account or marketplace?

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1 Marketplace is 1 country Amazon account, such as Amazon.com. If you sell on multiple sites, you need multiple subscriptions. You can select quantity at checkout.

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How can I get support with my current suspension?

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If you are currently suspended join the membership and we will support you with your current suspension! That easy. Follow the instructions after joining to submit your issue and receive appeal letters and help. If after sign up, we review your case and cannot support you - you will be refunded or the membership can be transferred to another Amazon Account.

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Why is this so much cheaper than other service providers?

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Instead of a high one-off fee for support, we've made it a low cost subscription. We hope that after we help reinstate your account, you'll stay subscribed to help prevent future suspensions. This helps recoup the cost. Plus, we're trying to gather suspension data so we can analyse POAs, policy and account issues, to improve our service and get clients reinstated quicker!

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What is the account review?

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Our reviews are professional assessments of your chance of getting suspended. They analyse the risk of suspension and provide recommendations on how you could avoid suspension. In addition, they provide an opportunity to discuss your Amazon activity with an expert. If there's time left on the call, we will provide advice and opportunities to increase your sales.

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Which Amazon sellers get suspended?

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All sellers get suspended, there's no protection, even for large sellers. However, Amazon are actually more lenient on smaller sellers, especially on metrics. We've worked with brand new sellers to 8-figure accounts, everyone can be suspended. If you currently are suspended, or just want to be prepared, become a Suspension Experts Member today.

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How can I access support?

We provide support via email, just like Amazon Seller Support or Performance. Once you become a member, we'll provide you access to a support portal, where you can raise a ticket, track our responses and get help. We will also schedule Zoom calls for account reviews. We don't provide phone support to our clients, as it's important to have a paper trail for us to refer back to - otherwise it gets a bit too confusing!

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If you're not a member and still have a question we haven't answered on the website, just click the pink 'help' button to contact us.

Will you login to my Amazon account?

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No, we will never login to your account, you shouldn't share your login with anyone. We may request to be added as a user, in order to diagnose an issue, but this isn't common and we will talk you though the process before. Our Scale members will be asked to provide User access, so that we can monitor your account and provide faster support. Our team will discuss this with you after sign up.

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Do you talk to Amazon for me?

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No. We can't talk to Amazon on your behalf and don't have any connection or affiliation with Amazon. We will ask you to send us messages you received from Amazon and will reply to you with our recommendation. Often, this includes a message we ask you to send Amazon in reply, so that the issue can be resolved. This message normally includes a plan of action, a list of steps you've made to resolve an issue. We recommend implementing these in your business to ensure you can be reinstated and not face the same issue again.

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