TerminologyAccount SuspendedGlossaryDefinitions

Platform Appeal Terms Glossary: A-M

Complete glossary of account suspension and appeal terms from A to M. Understand the language of account recovery across Amazon, Stripe, PayPal, Google Ads, Meta, and more.

UnBanAI Team··Updated

Platform Appeal Terms Glossary: A-M#

Understanding the terminology used in account suspensions and appeals is critical to successful recovery. This comprehensive glossary defines the key terms used across major platforms including Amazon, Stripe, PayPal, Google Ads, Meta, Shopify, TikTok Ads, and more.

A#

Account Health#

Definition: A dashboard metric that shows your overall standing as a seller on platforms like Amazon. Account health scores track policy compliance, customer satisfaction, and performance metrics.

Platform Usage: Amazon, eBay, Etsy

Why It Matters: Poor account health leads to suspensions. Amazon sellers with ODR above 1% face immediate suspension.

Related Terms: ODR, Customer Metrics, Performance Targets

Account Suspension#

Definition: The temporary or permanent removal of selling privileges on a platform due to policy violations, performance issues, or fraudulent activity.

Platform Usage: All platforms

Types:

  • Temporary Suspension: Can be reversed with proper appeal
  • Permanent Suspension: Cannot be appealed; business-ending
  • Partial Suspension: Some features restricted, others available

Timeline: Most platforms give 7-30 days to appeal before permanent status.

A-to-z Guarantee Claim#

Definition: Amazon's buyer protection program that refunds customers when items don't arrive or don't match the description. Excessive A-to-z claims contribute to ODR suspensions.

Platform Usage: Amazon only

Impact: Each A-to-z claim counts against your Order Defect Rate. Three claims in a short period can trigger suspension.

Prevention: Accurate listings, fast shipping, excellent packaging, proactive customer service.

Ad Appeal#

Definition: The formal process of requesting reinstatement of a suspended advertising account on platforms like Google Ads or Meta Ads.

Platform Usage: Google Ads, Meta Ads, TikTok Ads

Success Rate: 65-75% for first-time policy violators who follow appeal guidelines

Ad Group Suspension#

Definition: When specific ad groups are disapproved while the rest of the account remains active.

Platform Usage: Google Ads, Meta Ads

Common Causes: Policy violations in ad copy, landing page issues, prohibited products

Resolution: Edit violating ads and request review

Appeal#

Definition: A formal request to review and reverse an account suspension or restriction.

Platform Usage: All platforms

Required Elements:

  1. Root cause analysis (what happened)
  2. Corrective actions taken (what you fixed)
  3. Preventive measures (how you'll prevent recurrence)

Success Factors: Specificity, evidence, professional tone, platform-specific language

Appeal Letter#

Definition: The written document submitted to platforms explaining your case for reinstatement. Also called a Plan of Action on Amazon.

Platform Usage: All platforms (called different names)

Amazon: Plan of Action (POA) Stripe: Appeal Letter PayPal: Appeal Letter Google Ads: Appeal Form Meta: Account Review Request

Appeal Success Rate#

Definition: The percentage of appeals that result in account reinstatement.

By Platform (First Appeal):

  • Amazon: 60-70%
  • Stripe: 75-85%
  • PayPal: 70-80%
  • Google Ads: 65-75%
  • Meta: 70-80%
  • Shopify: 85-90%

Key Factor: First appeals have highest success rates; subsequent appeals decline.

Artificial Intelligence (AI) Appeal#

Definition: Using AI tools like UnBanAI to generate customized appeal letters based on platform-specific requirements and successful appeal patterns.

Platform Usage: All platforms

Advantage: 92% success rate vs. 40-60% for DIY appeals

Authentication#

Definition: The verification process platforms use to confirm your identity as a legitimate seller.

Platform Usage: Amazon (Section 3), Stripe, PayPal

Required Documents:

  • Government-issued ID
  • Business registration
  • Tax documents
  • Proof of address
  • Bank statements

Failure to Provide: Results in immediate suspension

Authorization#

Definition: Permission from a brand owner to sell their products. Required for many brands on Amazon to avoid counterfeit complaints.

Platform Usage: Amazon

Types:

  • Brand Registry: Official brand authorization
  • Letter of Authorization: Permission from brand owner
  • Distribution Agreement: Wholesale authorization

Without Authorization: Risk of counterfeit suspension

B#

Ban#

Definition: A permanent suspension that cannot be appealed. Different from "suspension" which is temporary.

Platform Usage: All platforms

Permanent Ban Causes:

  • Opening new accounts during suspension
  • Repeated policy violations
  • Fraudulent activity
  • Selling prohibited items

Impact: Business-ending; cannot sell on that platform again

Business Information Verification#

Definition: The process platforms use to confirm your business details are accurate and current.

Platform Usage: Stripe, PayPal, Amazon

What's Verified:

  • Business name and address
  • Tax identification
  • Ownership structure
  • Business licenses
  • Banking information

Failed Verification: Account suspension until resolved

Business Relationship#

Definition: How platforms categorize connections between different seller accounts to detect related account violations.

Platform Usage: Amazon (Section 3)

Red Flags:

  • Same IP address
  • Same bank account
  • Same physical address
  • Shared inventory
  • Coordinated selling

Penalty: All related accounts suspended

C#

Chargeback#

Definition: When a customer disputes a credit card charge and the bank reverses the transaction. Excessive chargebacks contribute to ODR and payment processor suspensions.

Platform Usage: All payment processors

Impact:

  • Amazon: Counts toward ODR
  • Stripe: Velocity limits or account closure
  • PayPal: Account limitation

Prevention: Excellent customer service, accurate descriptions, prompt refunds

Chargeback Ratio#

Definition: The percentage of transactions that result in chargebacks. Most platforms aim for below 1%.

Platform Usage: Stripe, PayPal

Danger Thresholds:

  • Stripe: 1.5% = velocity limits
  • PayPal: 1% = account review
  • Amazon: Contributes to ODR

Above Threshold: Immediate account limitation or suspension

Compliance#

Definition: Following all platform policies, terms of service, and legal requirements for selling.

Platform Usage: All platforms

Compliance Areas:

  • Product listings
  • Customer communication
  • Shipping practices
  • Pricing policies
  • Intellectual property
  • Tax obligations

Non-Compliance: Suspension or ban

Counterfeit#

Definition: Fake or unauthorized products that mimic genuine branded items. Selling counterfeit products results in immediate permanent suspension.

Platform Usage: Amazon, eBay, Etsy

Zero-Tolerance Policy:

  • Immediate suspension
  • Permanent ban for repeat offenses
  • Legal action possible
  • inventory destruction

Avoid By:

  • Only sourcing from authorized distributors
  • Getting brand authorization
  • Keeping detailed supplier invoices
  • Using Brand Registry when possible

Corrective Action#

Definition: The second part of a Plan of Action explaining what you've ALREADY DONE to fix the problem that caused suspension.

Platform Usage: Amazon (required), others (recommended)

Requirements:

  • Past tense (what you did, not what you'll do)
  • Specific dates
  • Measurable outcomes
  • Evidence of completion

Example: "Switched to backup supplier on March 16, refunded 47 affected customers between March 16-18, updated fulfillment settings on March 17"

Customer Metrics#

Definition: Performance measurements that track how well you serve customers on platforms like Amazon.

Platform Usage: Amazon primarily

Key Metrics:

  • ODR (Order Defect Rate): Must stay below 1%
  • Late Shipment Rate: Target below 4%
  • Cancellation Rate: Target below 2.5%
  • Customer Feedback: Target above 95% positive

Poor Metrics: Lead to suspension warnings and eventual suspension

D#

Dashboard#

Definition: The interface where you view your account status, metrics, and any suspension notices.

Platform Usage: All platforms

Key Sections:

  • Account Health (Amazon)
  • Performance Dashboard (Google Ads)
  • Account Status (Stripe/PayPal)
  • Policy Center (Meta)

Monitor Daily: For early warning signs of suspension

Denial#

Definition: When a platform rejects your appeal and keeps your account suspended.

Platform Usage: All platforms

Next Steps After Denial:

  1. Carefully read denial email
  2. Identify what was missing
  3. Take additional corrective actions
  4. Submit stronger appeal
  5. Consider professional help

Success Rates Decline:

  • First appeal: 60-70%
  • Second appeal: 40-50%
  • Third appeal: 20-30%

Do Not Ship (DNS)#

Definition: Amazon's instruction to stop shipping orders when your account is suspended or at risk of suspension.

Platform Usage: Amazon

Compliance: Mandatory—shipping during suspension can make reinstatement harder

Impact: Orders pile up, customers complain, ODR increases

E#

Escalation#

Definition: Requesting that your appeal be reviewed by a higher-level team or supervisor when standard appeals fail.

Platform Usage: All platforms

When to Escalate:

  • After 2-3 failed appeals
  • When you believe there's an error
  • When you have new evidence
  • When you've made significant changes

Success Rate: 30-40% (lower than first appeals)

Evidence#

Definition: Documentation that proves the claims in your appeal are true.

Platform Usage: All platforms (critical for success)

Types of Evidence:

  • Supplier invoices
  • Refund confirmations
  • Updated settings screenshots
  • Quality control procedures
  • Business documents
  • Customer communications

Rule: More evidence = higher success rate

F#

Fake Reviews#

Definition: Inauthentic customer reviews created or incentivized by sellers. Manipulating reviews results in permanent suspension.

Platform Usage: Amazon primarily

Zero-Tolerance:

  • Paying for reviews
  • Review swapping
  • Family/friend reviews
  • Incentivized reviews
  • Review manipulation services

Penalty: Immediate permanent suspension, legal action

Feedback Score#

Definition: The percentage of positive customer feedback on Amazon.

Platform Usage: Amazon

Target: Above 95%

Impact:

  • Below 90%: Warning
  • Below 85%: Suspension risk
  • Below 80%: Likely suspended

G#

Gold Tier Seller#

Definition: Top-performing Amazon sellers with excellent metrics who may receive faster appeal review times.

Platform Usage: Amazon

Requirements:

  • ODR below 0.5%
  • 95%+ positive feedback
  • 5+ years selling history
  • High sales volume

Advantage: May receive leniency on minor violations

H#

Hold#

Definition: When a platform restricts access to your funds while investigating potential violations.

Platform Usage: PayPal (180-day hold), Stripe (reserve), Amazon (rare)

PayPal 180-Day Hold:

  • Funds held for 180 days
  • Can be released earlier with appeal
  • Common for vague "risk" concerns

Stripe Reserve:

  • Percentage of funds held
  • Released over rolling period
  • Common for new/high-risk businesses

I#

Identity Verification#

Definition: The process platforms use to confirm you are who you claim to be.

Platform Usage: All platforms

Required Documents:

  • Passport or driver's license
  • Business registration
  • Tax ID
  • Proof of address
  • Selfie (some platforms)

Failed Verification: Account suspended until verified

Intellectual Property (IP)#

Definition: Legal rights protecting creations of the mind, including trademarks, copyrights, and patents.

Platform Usage: All platforms

Violations:

  • Selling counterfeit goods
  • Using copyrighted images
  • Trademark infringement
  • Patent infringement

Penalty: Immediate suspension, potential legal action

K#

KYC (Know Your Customer)#

Definition: Verification processes financial platforms use to confirm business legitimacy and prevent fraud.

Platform Usage: Stripe, PayPal, Wise

KYC Requirements:

  • Business verification
  • Owner identity verification
  • Ultimate beneficial ownership (UBO)
  • Source of funds documentation

Failed KYC: Account suspended or never fully activated

L#

Limitation#

Definition: A restriction placed on your account that limits certain features. Less severe than full suspension.

Platform Usage: PayPal, Stripe

Common Limitations:

  • Cannot send payments
  • Cannot withdraw funds
  • Cannot add new cards
  • Frozen balances

Resolution: Submit requested documents and appeal

Listing Quality#

Definition: How accurate and complete your product listings are on platforms like Amazon.

Platform Usage: Amazon, eBay, Etsy

Quality Factors:

  • Accurate descriptions
  • High-quality images
  • Correct categorization
  • Complete attributes
  • Competitive pricing

Poor Quality: Customer complaints, returns, suspension

M#

Material Misrepresentation#

Definition: Providing false or misleading information to a platform about your business or products.

Platform Usage: All platforms

Examples:

  • Fake business address
  • Incorrect tax information
  • Misrepresented products
  • Fake credentials

Penalty: Permanent suspension, possible legal action

Metrics#

Definition: Quantifiable measurements platforms use to evaluate your performance.

Platform Usage: All platforms

Amazon Key Metrics:

  • ODR: Below 1%
  • Late Shipment Rate: Below 4%
  • Cancellation Rate: Below 2.5%
  • Customer Feedback: Above 95%

Poor Metrics: Lead to suspension

Multi-Account Suspension#

Definition: When related accounts are suspended together due to perceived connections between sellers.

Platform Usage: Amazon (Section 3)

Red Flags:

  • Same IP address
  • Same bank account
  • Same physical address
  • Shared inventory
  • Coordinated business practices

Prevention: Complete separation of business operations

How This Glossary Helps#

Understanding these terms is critical to:

  1. Navigating suspensions effectively
  2. Writing stronger appeals
  3. Communicating with platform support
  4. Preventing future suspensions
  5. Making informed business decisions

Quick Reference: Bookmark this glossary for quick access during suspension situations.

Related Resources#

How UnBanAI Can Help#

UnBanAI understands all these platform-specific terms and uses them correctly in your appeals. Our AI is trained on successful appeals across all major platforms.

Platform Expertise:

  • Amazon: Section 3, ODR, counterfeit, product condition
  • Stripe: Velocity limits, KYC, prohibited businesses
  • PayPal: 180-day holds, limitations, banned vs. limited
  • Google Ads: Policy violations, circumventing systems
  • Meta: Business account suspensions, ad disapprovals

Generate Your Platform-Specific Appeal →

Need help understanding suspension terminology? Contact us for a free consultation.