Amazon Seller Appeals Glossary

Plain-English definitions of enforcement, performance, and appeal terms used in Amazon Seller Central notices and Plans of Action. Each entry opens with a complete definition you can cite in research or POA drafts.

59 terms indexed. AppealsPro publishes this reference for sellers, agencies, and compliance teams.

Appeals & Account

Account Health Rating (AHR)(AHR): Account Health Rating (AHR) is Amazon's consolidated account-level health score reflecting unresolved policy and performance problems across a seller account. AHR at risk or deactivated status can restrict selling even when individual metrics look acceptable. Sellers improve AHR by resolving open violations, appealing enforcements, and clearing defect backlog.AHR deactivation guide · Dedicated term page
Corrective Action: Corrective action means the specific steps already taken to fix the violation Amazon identified, with dates and evidence where possible. This section of a POA should describe completed fixes such as removed listings, refunded orders, updated invoices, or terminated vendor relationships. Future intentions alone belong in preventive measures, not corrective action.POA corrective action examples · Dedicated term page
Executive Escalation: An executive escalation is a formal, concise appeal routed to Amazon's specialized reinstatement or leadership review teams after standard Seller Support loops fail. It summarizes chronology, policy compliance, and business impact without hostile tone. Escalations still require complete POA elements and verifiable evidence.Executive escalation hub
Plan of Action (POA)(POA, Plan of Action): A Plan of Action (POA) is a structured written response Amazon requires when reinstating a suspended account, ASIN, or privilege, explaining root cause, corrective actions, and preventive measures. Sellers submit it through Seller Central or by reply to the enforcement notice. A strong POA cites the exact policy cited in the notice and attaches proof that fixes are already in place.Complete POA writing guide · Dedicated term page
Preventive Measure: A preventive measure is an ongoing control that stops the same Amazon policy violation from recurring after reinstatement. POAs should name audits, checklists, training, software checks, or approval gates tied to the root cause. Amazon reviewers look for sustainable process changes, not one-time promises.POA preventive measure examples · Dedicated term page
Reinstatement Follow-Up: A reinstatement follow-up is a structured status request or supplemental submission after Amazon receives an initial POA but has not responded within expected timelines. Follow-ups add new evidence rather than repeating the same letter. They reference case IDs, prior submission dates, and any changed account metrics.Follow-up communications hub
Related or Linked Accounts(Linked accounts, Related accounts suspension): Related or linked accounts enforcement means Amazon believes two or more seller accounts share ownership, devices, payments, or operations against the one-account policy. A suspension on one account can spread to others in the cluster. Appeals prove separation with distinct entities, bank accounts, IP isolation, and operational independence.Related accounts appeal guide
Review Manipulation: Review manipulation is Amazon's term for incentivized, fake, coordinated, or employee-posted customer reviews intended to distort product reputation. Enforcement ranges from review deletion to Section 3 suspension. Appeals demonstrate audit results, terminated vendors, and compliant review solicitation going forward.Review manipulation defense guide
Root Cause: Root cause is the underlying reason an Amazon policy violation occurred, not the symptom Amazon flagged in the notice. Amazon expects the POA root-cause section to name the process, supplier, listing, or control failure that allowed the issue. Vague answers like "human error" without a named workflow gap usually fail review.POA structure guide · Dedicated term page
Section 3 Violation (BSA)(Section 3, BSA violation, Business Solutions Agreement violation): A Section 3 violation is an enforcement action under the Amazon Business Solutions Agreement when Amazon believes a seller breached core platform rules, often resulting in account deactivation. Notices reference Section 3 of the BSA and may cite review manipulation, authenticity, or conduct issues. Reinstatement requires a policy-specific POA and supporting documents matched to the stated reason.Section 3 appeal guide · Dedicated term page
Seller Code of Conduct: The Amazon Seller Code of Conduct is the baseline behavior standard requiring honest listings, lawful products, fair customer treatment, and accurate account information. Violations can trigger account reviews, listing removal, or deactivation even when no single ASIN metric failed. Appeals must show how conduct aligned with policy and what governance changed.Code of conduct knowledge hub · Dedicated term page

Performance Metrics

Late Shipment Rate (LSR)(LSR): Late Shipment Rate (LSR) measures the share of merchant-fulfilled orders shipped after the expected ship date in Seller Central. Amazon targets a very low LSR threshold for self-fulfilled sellers. Appeals address carrier cutoffs, warehouse staffing, inventory sync errors, and realistic handling-time settings.Late shipment rate hub
On-Time Delivery Rate(OTDR): On-Time Delivery Rate tracks whether self-fulfilled packages arrive within the promised delivery window according to carrier scans. Missed windows contribute to negative buyer experiences and metric defects. Sellers improve OTDR with realistic transit buffers, regional fulfillment, and proactive buyer messaging on delays.On-time delivery hub
Order Defect Rate (ODR)(ODR): Order Defect Rate (ODR) is the percentage of orders with negative feedback, A-to-z claims, or chargebacks over a rolling window, and Amazon expects it to stay at or below 1%. Breaches trigger performance notifications and can contribute to deactivation. Appeals explain defect drivers, refunds issued, and process fixes that protect future orders.ODR appeal guide · Dedicated term page
Pre-Fulfillment Cancel Rate(Cancellation rate): Pre-fulfillment cancel rate is the share of seller-fulfilled orders canceled by the seller before shipment, often due to stockouts or listing errors. Amazon monitors it because cancellations harm buyer trust. Sustainable fixes sync inventory across channels and block overselling SKUs.Cancel rate hub
Seller Feedback Removal Request(Feedback removal): A seller feedback removal request asks Amazon to delete buyer feedback that violates feedback policies, such as product reviews posted on the seller profile or foul language unrelated to fulfillment. Amazon removes only policy-eligible feedback, not subjective negative service opinions. Requests cite the specific feedback guideline breached.Feedback removal hub
Valid Tracking Rate (VTR)(VTR): Valid Tracking Rate (VTR) is the percentage of self-fulfilled orders with carrier tracking that Amazon accepts as valid and scanned on time. Low VTR triggers performance notifications because buyers lose delivery visibility. Fixes include approved carriers, same-day scan workflows, and automated tracking upload integrations.Valid tracking rate hub

Product & Listings

ASIN Variation Abuse: ASIN variation abuse is Amazon's label for incorrect parent-child relationships that merge unrelated sizes, colors, models, or brands on one listing family. It misleads buyers and violates catalog structure rules. Fixes rebuild proper variation themes and split mismatched children to new parent ASINs.Variation abuse hub
Counterfeit Claim: A counterfeit claim is an Amazon or rights-owner allegation that a listing offers non-genuine branded goods or mimics protected IP. It is among the most serious product-level enforcements and can expand to account-level suspension. Appeals require proof of authorized sourcing, brand approval, or retraction from the complainant when applicable.Counterfeit appeal guide · Dedicated term page
Defective Product Complaint: A defective product complaint means Amazon or customers report items that arrive damaged, incomplete, or non-functional relative to reasonable expectations. High defect rates on an ASIN trigger listing reviews and performance risk. Sellers appeal with batch testing records, supplier corrective actions, and updated QC checkpoints.Defective product appeal guide
Inauthentic Complaint(Inauthentic item complaint, Authenticity complaint): An inauthentic complaint is an Amazon enforcement claiming a product or supply chain cannot be verified as genuine under Amazon authenticity policies. It often affects FBA inventory and can lead to listing suppression or account action. Reinstatement typically requires supplier invoices, authorization letters, and a traceable chain-of-custody narrative.Inauthentic item hub · Dedicated term page
Listing Hijack(Hijacked listing, Buy Box hijack): Listing hijack occurs when an unauthorized seller attaches offers to a detail page you created or control, often on branded ASINs. Brand Registry tools, transparency, and reporting workflows help owners remove bad offers. Document test buys and violation reports when appealing to Amazon brand support.Listing hijack hub
Listing Policy Violation: A listing policy violation means Amazon found title, bullet, image, or variation content that breaks catalog rules such as prohibited claims, incorrect variation families, or competitor references. Repeated violations elevate account risk. Remediation edits the live listing and documents QA checks before republishing.Listing policy hub
Not as Described: Not as described is a buyer- or Amazon-initiated claim that the product materially differs from its listing title, bullets, images, or variation attributes. Repeated complaints can suppress an ASIN or harm account health. Fixes include corrected listing content, packaging updates, and pre-shipment quality checks with photo proof.Not as described hub
Pricing Policy Violation: A pricing policy violation is an Amazon enforcement for unfair pricing practices such as reference price manipulation or predatory spikes relative to recent offers. Automated systems and manual reviews can suppress the Buy Box or remove listings. Appeals show corrected price history and monitoring rules preventing future spikes.Pricing policy hub
Product Condition Complaint: A product condition complaint covers buyer reports of wrong items, missing parts, damaged units, or expired goods relative to the order promise. FBA and FBM paths differ but both affect defect metrics and listing health. Appeals pair batch IDs, fulfillment logs, and supplier corrective actions with refunded order samples.Product condition guide
Restricted Product: A restricted product is an item Amazon limits or bans by category, ingredient, brand, or marketplace without prior approval or compliant documentation. Listings can be removed even when the SKU is legal offline if Amazon policy forbids the offer. Sellers appeal with category approvals, lab reports, and corrected listing attributes.Restricted product hub
Suppressed Listing(Listing suppression, Search suppressed): A suppressed listing is an ASIN removed from search results because required attributes, images, compliance docs, or policy flags block the detail page from going active. Suppression differs from full deletion because inventory data often remains. Sellers use the Fix listings tool and case logs to resolve each stated defect.Listing policy hub
Used Sold as New: Used sold as new is an Amazon condition complaint alleging customers received opened, refurbished, or previously owned inventory labeled as new. It commonly arises in FBA returns mixing or supplier repack issues. Appeals document inspection workflows, lot tracking, and supplier agreements that keep new inventory segregated.Used sold as new hub

Intellectual Property

Amazon Brand Registry(Brand Registry): Amazon Brand Registry is a program that gives enrolled brand owners tools to protect trademarks, manage listings, and report infringement on Amazon. Enrollment requires a pending or registered trademark and verified brand representation. It is often central to IP retractions, listing control disputes, and Project Zero workflows.Brand Registry hub · Dedicated term page
Copyright Infringement: Copyright infringement on Amazon is a claim that listing images, text, packaging art, or bundled media reproduce protected creative work without permission. It affects ebooks, prints, accessories, and marketing assets on detail pages. Appeals show licensed assets, original artwork, or removal of disputed content.Copyright infringement hub
Intellectual Property Complaint(IP complaint): An intellectual property complaint on Amazon alleges unauthorized use of trademarks, copyrights, patents, or proprietary content on a listing or detail page. Complaints can come from rights owners through Brand Registry or internal Amazon teams. Sellers respond with authorization, redesign proof, or formal retractions when eligible.IP complaints hub
IP Retraction: An IP retraction is a rights owner's withdrawal of a trademark, copyright, or patent complaint filed through Amazon Brand Registry or the report a violation tool. Retraction does not automatically reinstate every ASIN if other issues remain open. Sellers confirm retraction IDs and follow up in Seller Central performance notifications.IP retraction hub
Patent Infringement: Patent infringement is an allegation that a product design or utility feature violates an active patent enforced on Amazon. These cases often involve utility patents on hardware, mechanisms, or functional designs. Responses may require engineering comparison, licensing agreements, or design modifications with expert statements.Patent infringement hub
Trademark Infringement: Trademark infringement on Amazon is a complaint that a listing uses a registered mark, confusingly similar branding, or unauthorized brand identity in title, images, or packaging. Rights owners or Amazon can remove listings and suspend selling privileges. Responses may include authorization proof, design-around changes, or a retraction request through Brand Registry workflows.Trademark infringement hub · Dedicated term page

Financial & Claims

A-to-z Guarantee Claim(A-to-z claim, A-to-Z claim): An A-to-z Guarantee claim is a buyer protection dispute filed when a customer believes an order was not received or not as described and the seller did not resolve it. Approved claims can debit the seller and count toward Order Defect Rate. Sellers respond with tracking, refund proof, or policy-compliant messaging records.A-to-z response guide · Dedicated term page
Chargeback: A chargeback is a payment reversal initiated by a buyer's card issuer after a disputed Amazon order, separate from an A-to-z claim but similarly harmful to seller metrics. Amazon debits the seller when the chargeback is lost or auto-accepted. Prevention relies on proof of delivery, accurate descriptions, and timely buyer support.Chargeback guide
Disbursement Hold: A disbursement hold is an Amazon payment freeze that stops settlement of seller funds while a risk, authenticity, or verification review is open. Holds may follow sudden velocity spikes, linked-account flags, or document requests. Resolution requires clearing the underlying case, submitting requested proof, and sometimes a formal appeal.Disbursement hold hub · Dedicated term page
Payment Reserve: A payment reserve is Amazon's rolling hold of a percentage of seller proceeds to cover potential refunds, chargebacks, or policy risk. Reserves often follow sudden growth, category risk, or performance deterioration. Sellers reduce reserves by improving metrics, clearing violations, and maintaining stable order history.Payment reserve hub
SAFE-T Claim(SAFE-T reimbursement): A SAFE-T claim is Amazon's seller reimbursement program for qualifying FBA inventory or fulfillment errors where Amazon accepts financial responsibility. Sellers file SAFE-T cases with shipment IDs, reimbursement IDs, and policy references. Denied SAFE-T claims can be appealed with added inventory and transaction evidence.SAFE-T claim hub

Compliance & Safety

CPSC Compliance: CPSC compliance refers to Consumer Product Safety Commission rules for children's products, recalls, and testing certificates sold on Amazon. Missing CPC or test lab reports can suppress listings or trigger safety reviews. Sellers supply accredited lab reports matched to ASIN age grades and materials.CPSC compliance hub
CPSIA Compliance(Children's Product Safety Improvement Act): CPSIA compliance is the federal children's product safety framework requiring testing and tracking labels for kids' goods sold in the U.S. Amazon requests CPC documents and periodic lab tests for youth categories. Violations lead to listing removal until certificates match production lots.CPSIA appeal guide
FDA Compliance: FDA compliance on Amazon requires health, cosmetic, and food products to meet U.S. Food and Drug Administration labeling and claim restrictions. Violations include drug claims on cosmetics or missing required disclaimers. Appeals document reformulated labels, removed claims, and supplier COAs where applicable.FDA compliance hub
Forged or Manipulated Documents: Forged or manipulated documents enforcement means Amazon believes invoices, utility bills, authorization letters, or identity files were altered, misdated, or misrepresented. It is a severe trust violation that can lead to permanent deactivation. Reinstatement requires authentic source documents and a credible explanation of any prior submission errors.Document integrity appeal guide
Hazmat Compliance(Dangerous goods, Hazmat): Hazmat compliance on Amazon means products meet dangerous goods rules for storage, labeling, and FBA inbound requirements. Misclassification can block FBA receipt or remove listings nationwide. Sellers reconcile SDS sheets, battery specs, and FBA hazmat team determinations with corrected SKU attributes.Hazmat compliance hub
Identity Verification (KYC)(KYC, Seller identity verification): Identity verification (KYC) is Amazon's process of confirming a seller's legal entity, beneficial owners, and supporting documents before or during selling. Failure or mismatch can pause disbursements or deactivate the account. Appeals supply consistent legal names, bank records, utility bills, and corrected entity linkage across Seller Central.Identity verification appeal guide · Dedicated term page
Letter of Authorization (LOA)(LOA, Authorization letter): A Letter of Authorization (LOA) is a supplier or brand document confirming a seller may source and resell specific products on Amazon. Amazon requests LOAs during authenticity and restricted-product reviews. Effective LOAs name the seller entity, brand, ASINs or models, and authorized territories with verifiable contact details.Supplier authorization hub
Prop 65 Warning(Proposition 65, California Prop 65): Prop 65 is a California law requiring warnings when products expose consumers to listed chemicals above safe harbor levels. Amazon enforces Prop 65 labeling on applicable listings shipping to California. Fixes add compliant warning language and supplier chemical disclosures on packaging and detail pages.Prop 65 hub

Operations

Amazon Transparency(Transparency codes, Product serialization): Amazon Transparency is a product serialization program where enrolled brands apply unique codes to units so Amazon and customers can verify authenticity. Counterfeit or missing Transparency codes can block inbound or sales. Sellers enroll through brand owners and apply codes per unit before FBA shipment.Transparency program hub
Category Ungating(Ungating, Category approval): Category ungating is Amazon's approval process to sell in restricted categories such as grocery, topical products, or certain brands. Sellers submit invoices, compliance documents, and performance history through Seller Central applications. Failed ungating can sometimes be appealed with stronger supplier proof and corrected ASIN data.Category ungating hub
Drop Shipping Policy Violation(Dropshipping violation, Non-compliant fulfillment): A drop shipping policy violation occurs when Amazon determines orders were fulfilled from third parties without acceptable seller identification as the seller of record. Prohibited patterns include retail arbitrage shipments that expose another retailer's packaging or invoices. Compliance requires you to be the seller of record with branded outbound packaging and valid sourcing proof.Dropshipping policy hub
FBA Reimbursement: An FBA reimbursement is Amazon's payment to a seller when fulfillment center errors, lost inventory, or damaged units qualify under FBA inventory reimbursement policies. Reimbursement amounts may use Amazon's default unit valuation unless an approved sourcing cost is on file. Sellers reconcile reports and dispute underpayments within policy windows.FBA reimbursement guide
Inventory Performance Index (IPI)(IPI score): Inventory Performance Index (IPI) is Amazon's FBA score combining excess inventory, sell-through, stranded stock, and in-stock rate into one warehouse efficiency metric. Low IPI can impose storage limits during peak seasons. Improvements focus on removing slow movers, fixing stranded ASINs, and aligning restock to demand.FBA inventory performance hub
Retail Arbitrage: Retail arbitrage is reselling products sourced from retail stores or online clearance channels on Amazon. Amazon may challenge arbitrage listings when invoices cannot prove an authorized supply chain or when condition/authenticity complaints arise. Sustainable arbitrage depends on verifiable receipts and strict condition grading.Sourcing authenticity hub
Seller Fulfilled Prime (SFP)(SFP): Seller Fulfilled Prime (SFP) is a program allowing sellers to display the Prime badge on self-shipped orders that meet strict delivery and cancellation metrics. Performance failures can remove SFP eligibility or suspend the badge on SKUs. Reinstatement requires sustained metric compliance and operational audits.Seller Fulfilled Prime hub
Stranded Inventory: Stranded inventory is FBA stock without an active buyable listing, often because of listing errors, suppression, or delisting while units remain in warehouses. Stranded SKUs incur storage fees without sales opportunity. Fixes reactivate or relist ASINs, remove expired inventory, or create removal orders.Stranded inventory hub

AppealsPro Tools

Appeal Strength Scorer: An appeal strength scorer evaluates draft appeal letters against common Amazon POA expectations such as root cause depth, evidence attachment, and policy alignment. The score highlights gaps before submission to Seller Central. It helps sellers prioritize fixes but does not guarantee reinstatement outcomes.Analyze your notice
Document Checklist: A document checklist is a case-specific list of invoices, LOAs, tracking files, and identity records Amazon typically expects for a given violation type. Checklists reduce rejections caused by missing attachments on the first appeal. AppealsPro generates checklists from notice text rather than generic template lists.Get your checklist
Notice Analyzer: A notice analyzer is a tool that reads an Amazon enforcement email or Performance notification and extracts the violation type, cited policies, and recommended next documents. AppealsPro's Notice Analyzer maps plain-language summaries for sellers who cannot parse dense legal wording quickly. It is a planning aid, not a substitute for Amazon's official case decisions.Free notice analyzer

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