Skip to main content
Español (España) 简体中文

My account is suspended, what should I do?

  • Updated

 

This article explains what happens when your shop is suspended and what you must do to request reopening, depending on the type of suspension.

Before starting the process, review the reason for the suspension and correct the causes that led to the shop being blocked.

Important: if the shop was automatically suspended by MQC, you must complete the reopening request form, including the action plan section. The shop is not automatically reactivated when the minimum suspension period ends.
Contents
  1. Why your shop may be suspended
  2. What happens during an automatic suspension
  3. How to request reopening after an automatic suspension
  4. What to do if the suspension is manual
  5. Where to find your account manager’s contact details
  6. Summary
1️⃣ Why your shop may be suspended

Your shop may be suspended automatically or manually.

  • Automatic suspension: occurs when one of the metrics configured in Mirakl Quality Control, also known as MQC, reaches its suspension threshold.
  • Manual suspension: is applied by PcComponentes in serious cases or when action is required before the system applies an automatic suspension.

The reopening process is different in each case. Review the message you received to confirm which type of suspension has been applied.

2️⃣ What happens during an automatic suspension

The suspension begins when MQC automatically blocks the shop.

  • The suspension lasts for a minimum of 2 weeks.
  • The shop cannot receive new sales or orders.
  • Payments remain blocked for as long as the shop remains suspended.
  • You must continue managing and shipping orders that have already been accepted.
  • You must continue handling open incidents until they are resolved.
  • The shop is not automatically reactivated after the 2 weeks have passed.
Please note: even after the minimum 2-week period has ended, the shop and payments will remain blocked until you request reopening and the request is reviewed and approved.
3️⃣ How to request reopening after an automatic suspension

When MQC automatically suspends your shop, you will receive a message explaining the reason and containing a link to the mandatory reopening request form.

  1. Review the reason for the suspension. Identify which metric reached the limit configured in MQC.
  2. Analyse the causes. Review your shop data to determine what caused the deviation.
  3. Apply improvement measures. Correct the current problem and establish measures to prevent it from recurring.
  4. Open the form. Use the link included in the automatic suspension message.
  5. Complete all questions. Include all the requested information in the action plan section.
  6. Submit the request. Check that the information is correct before submitting the form.

The action plan section must include at least:

  • The root cause of the metric that led to the suspension.
  • The corrective actions you will apply immediately.
  • The preventive measures that will stop the problem from recurring.
  • The people or teams responsible for each action.
  • The expected completion dates.
  • The targets and metrics you will use to confirm the improvement.

Use How to improve your quality indicators and prepare an action plan to analyse the causes and prepare the information you will enter in the form.

Important: the plan must be completed within the form. Sending it by email or Mirakl message does not replace the reopening request. The review will not begin if the action plan section is incomplete.

Reopening can only take place after the minimum suspension period has ended and the request has been reviewed and approved.

To review the limits and criteria that may lead to automatic suspension, see Automated quality criteria .

4️⃣ What to do if the suspension is manual

If the suspension was applied manually by PcComponentes, you will not receive the automatic MQC reopening form.

Your account manager will contact you to:

  • Explain the reason for the suspension.
  • Review what happened.
  • Tell you which measures you must apply.
  • Explain the steps required to consider reopening the shop.

The reopening process and conditions may vary depending on the reason for the suspension. Follow the instructions provided by your account manager.

Important: even if your shop has been manually suspended, you must continue handling accepted orders, warranties and open incidents unless PcComponentes expressly tells you otherwise.
5️⃣ Where to find your account manager’s contact details

Every shop has an assigned account manager. You can find their email address in Mirakl:

  1. Open Settings.
  2. Select Shop.
  3. Open My account.
  4. Review the Additional information section.

Use this contact if the suspension is manual or if you need clarification about its causes or the measures you must apply.

6️⃣ Summary
  • Automatic suspension: occurs when a metric reaches an MQC limit.
  • Duration: lasts for a minimum of 2 weeks.
  • Payments: remain blocked while the shop remains suspended.
  • New sales: the shop cannot receive new orders during the suspension.
  • Open orders: you must continue managing accepted orders and open incidents.
  • Automatic reopening: does not occur. You must submit a request and wait for it to be reviewed.
  • Action plan: must be completed within the reopening form.
  • Manual suspension: follow the instructions provided by your account manager.

 

Related articles