Voice of the Customer and Amazon Suspensions in 2025

Introduction

In 2025, Amazon is using Voice of the Customer (VoC) data more aggressively than ever before. Sellers are finding that negative buyer feedback, high return rates, and minor complaints are directly contributing to account warnings, listing suppression, and even full account suspensions.

Understanding how the Voice of the Customer Amazon suspension 2025 system works is critical for sellers who want to maintain good account health and avoid losing their ability to sell. This guide explains what VoC is, how Amazon uses it, and how you can protect your account.

What Is Voice of the Customer on Amazon?

Voice of the Customer (VoC) is Amazon’s internal system that measures buyer satisfaction with specific products. It aggregates:

• Return reasons

• Customer comments

• Buyer-initiated complaints

• Feedback on product quality and listing accuracy

Amazon assigns products a VoC score that ranges from Excellent to Very Poor. Listings with low VoC scores are flagged internally and may lead to enforcement actions if not corrected.

For sellers facing intellectual property disputes linked to VoC issues, working with professionals like BrandEnforcementLaw.com can provide additional protection against false claims.

How Voice of the Customer Causes Suspensions in 2025

In 2025, Amazon is relying more heavily on VoC scores to trigger automated warnings and suspensions. Here’s how it typically progresses:

1. Buyer complaints or returns increase for a product.

2. Amazon assigns a Poor or Very Poor VoC score to the ASIN.

3. The ASIN may be suppressed without prior notice.

4. If multiple ASINs show poor VoC, Amazon issues a performance warning.

5. If unresolved, the seller account may be suspended for “failing to maintain a good customer experience.”

Even if products are genuine, minor listing inaccuracies, vague descriptions, or unrealistic customer expectations can result in VoC issues.

Signs Your Account May Be at Risk

Monitor for these warning signs inside Seller Central:

• Listings marked as At Risk or Very Poor in the Voice of the Customer dashboard

• Unusually high return rates for certain ASINs

• A-to-Z Guarantee claims mentioning “item not as described”

• Negative feedback referencing product quality or accuracy

• Repeated warnings about “used sold as new” or “material differences”

Ignoring these signals can allow small problems to grow into major account health risks.

How to Protect Yourself from Voice of the Customer Suspensions

Sellers must take proactive steps to minimize VoC risks. Here are the most effective strategies:

1. Monitor the VoC Dashboard Weekly

Check your Voice of the Customer dashboard under Performance > Voice of the Customer in Seller Central. Address any ASINs flagged as Poor immediately.

2. Fix Listing Accuracy Issues

Update bullet points, images, titles, and descriptions to ensure they precisely match the actual product received by the customer. Avoid exaggerations, ambiguous claims, or outdated product information.

3. Manage Customer Expectations

If there are common issues (such as packaging variations or slight design changes), mention them clearly in your listing. This reduces the risk of returns based on “item not as described.”

4. Address Negative Feedback Promptly

Respond professionally to negative feedback and offer solutions. Resolving customer dissatisfaction can prevent escalation to returns or claims.

5. Improve Packaging and Quality Control

Products that arrive damaged, poorly packaged, or incomplete often trigger VoC complaints. Work with suppliers to improve product quality and shipping protection.

6. Remove Problematic Listings if Necessary

If an ASIN consistently generates poor VoC scores and corrections are not working, consider removing it before it affects your overall account health.

What to Do if You Receive a Suspension Related to Voice of the Customer

If Amazon suspends your account citing Voice of the Customer metrics, you must submit a strong Plan of Action (POA) that addresses:

• Root Cause: Why buyers complained or returned the product

• Immediate Correction: What steps did you take to fix the issue

• Preventive Measures: How will you prevent future VoC issues across all products

Providing evidence such as updated listings, supplier quality improvements, and customer service enhancements greatly strengthens your appeal.

If you need professional help preparing an effective POA, contact AmazonSellersLawyer.com for urgent support.
For sellers dealing with intellectual property concerns tied to Voice of the Customer issues, explore services at BrandEnforcementLaw.com to add additional protection.

Final Thoughts

The Voice of the Customer Amazon suspension 2025 trend is not going away. Amazon’s marketplace is becoming even more customer-centric, and sellers who fail to monitor and manage buyer satisfaction are facing serious consequences.

Proactively manage your listings, track customer feedback, and address warning signs early. Staying ahead of Voice of the Customer issues can make the difference between sustainable success and losing your account.

If you are facing warnings or a suspension tied to customer experience metrics, reach out to AmazonSellersLawyer.com today. Protect your business before minor complaints become major problems.