As explained in the MQC article which you can access by clicking here, you may find your account suspended. This is because one or more of the limits set by our automated quality criteria has been exceeded. You will receive an email informing you of the specific reasons. Identifying and resolving these issues is your responsibility.
HOW TO PROCEED?
Depending on the reason, you can take different actions.
Automated suspension due to low ratings.
Review all of them. Reflect on the negative reviews to improve your management. Then, send an email to your Account Manager to review the store’s status.
Automated suspension due to incidents.
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This is the most common suspension. Before contacting your Account Manager to request account reactivation, review and resolve all your incidents.
Do not mark an incident as resolved if it hasn't truly been solved. If you do, we will open a dispute on that order to ensure that a proper solution is provided.
Automated suspension due to acceptance time.
Review your latest orders and identify what went wrong to prevent it from happening again. Then, email your Account Manager transparently so they can assess reactivating your account.
Automated suspension due to acceptance rate.
You must identify the reason why so many orders are being rejected, for example, a supplier or synchronization issue. Then, email your Account Manager explaining the origin of the issue and the solution to prevent future suspensions.
Automated suspension due to automatically rejected orders.
This is similar to the previous case. Identify the issue and send an email to your Account Manager.
Automated suspension due to response time.
If it takes too long to respond to customers or to us, it means your management is not efficient on our Marketplace. Identify the cause and inform your Account Manager to review your account status.
Automated suspension due to late shipment rate.
You must understand the reasons for delays in shipping orders once accepted. If your late shipping rate is too high, review the causes and inform your Account Manager.
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