Appeals & Account
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.
Why it matters
Preventive measures signal that the seller built lasting compliance rather than a temporary cleanup to pass one review. Controls should be specific enough to audit, such as weekly invoice spot checks or dual approval on new listings. Vague language like "we will be more careful" rarely satisfies Amazon on second submissions. Well-designed preventive sections also help internal teams stay aligned after reinstatement when volume pressure returns. Describe who owns each control, how often it runs, and what record is kept when a check fails.
Example
Following an ODR breach, the seller implements a daily report of pending buyer messages, a 24-hour response SLA, and manager sign-off before closing any A-to-z case. The POA attaches a redacted sample of the new report format.
Related terms
- Corrective Action: Corrective action means the specific steps already taken to fix the violation Amazon identified, with dates and evidence where possible.
- Root Cause: Root cause is the underlying reason an Amazon policy violation occurred, not the symptom Amazon flagged in the notice.
- Plan of Action (POA): 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.
- Order Defect Rate (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%.