How to appeal or overturn Account Suspensions & SLA Metrics (Previously known as Compliance contacts)

You are welcome to appeal actions against your account, products or fulfilment privileges by preparing the necessary documentation and action plan as required. 

Step 1: Identify the reason your account or any functionality was disabled 

The first step is to understand why our system has identified your account, product, fulfilment method, etc., to have an action taken against it. Takealot will share this reason, along with appeal or dispute actions, via email to your account. Ensure you read these emails carefully before reaching out, as you may need to take action. 

Once you have identified the reason, investigate what has gone wrong. This may include a gap in your operations, poor performance by a third party, a missed action or a misunderstanding of Takealot’s requirements. Whatever the problem is, document your findings, as you’ll need these later. 

Step 2: Take Action

Your next step is to take action based on your investigation. For example, if you missed a Customer Invoice Request, upload the document to your account and set a daily reminder to check for invoices on your Seller Portal. 

For replenishment or leadtime suspensions, you may need a more extensive plan of action. This could include removing dead or faulty stock with a Removal Order, improving quality assurance practices, or securing a new logistics partner. Implementing these plans will strengthen your appeal and prevent future actions against your account. 

Step 3: Reach Out

After taking the necessary action, it is time to contact the support team to submit your appeal. Explain your actions to rectify the issue and request reactivation. Be clear and concise in your communication, providing all necessary details. Express your commitment to resolving the problem and delivering a better customer experience. Substantial evidence from steps 1 and 2 demonstrates your commitment to addressing the problem and speeding up the reactivation process.

To send your appeal, open the Seller Contact Form, and use the Seller Query Types: Dispute Suspensions & SLAs followed by your underlying issue.

Please remember always to check your inbox for the ticket reference number. If you do not have a ticket reference number within 5 minutes, you may need to submit the form again to follow the 5 Guides provided on the page.