Shocking Amazon Employee Interview

We have changed the name of this Amazon employee to make sure he does not get into trouble speaking with us.

Ronald used to work for Amazon 3 years in total. He deals on daily bases with sellers who had been suspended from Amazon.

We met Ronald at a local coffee shop next to the Amazon HQ in Seattle.

AB:

Thanks Ronald for taking the time to talk to us. How are you doing today?

Ronald:

I am well, I just feel kind of overworked. There is a lot of pressure we have to deal with on a daily bases. We barely have enough time to really take a detailed look at all those cases were sellers had been banned from Amazon. I understand a lot of people  really hate us, but we don’t  have that much decision power to just restore any Amazon seller we feel should be given a second chance.


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AB:

What’s the most common reason people get their Amazon account suspended?

Ronald:

Most of the time it has to do with the level of service those sellers provide to shoppers. We have software that constantly monitors the performance of those Amazon sellers. Obviously the feedback score is an important factor; however we also take the number of complains in consideration we receive about a specific seller. Over the years the algorithm used has advanced a lot. At the end the decision which sellers gets banned from Amazon and who not, is decided by a computer.

AB:

There are people and entire businesses depending on having access to the Amazon platform in order to survive. Do you think it’s fair to have a computer decide over the faith of somebody life without any human input?

Ronald:

I understand you point; it is not necessarily fair to have computers make life changing decisions. I agree with you that the management at Amazon should be less arrogant to people who just want to make a living on our platform.

We deal with cases all the time were banned Amazon sellers have contacted us and want to know why they got suspended. We have to meet certain key performance indicators to keep our job at Amazon.  That’s why we just don’t have the time to really take a detailed look at each Amazon suspension case. I have to admit it’s not really fair, but simple office workers like me are not in the position to change anything about that.

AB:  How many Amazon sellers who got suspended did you restore the account over the last year?

Ronald:

I deal with around 30-40 suspension cases a day, that’s roughly 8000 cases a year. I would say I have restored around 70-90 sellers. I know the number appears pretty small. However, we have very clear guidelines in which cases we could restore a seller.

AB:

Did you ever sell online by yourself, Ronald?

Ronald:

(Laughing) Not really. I am that kind of guy who would take that kind of risk selling online.

AB:

Thank for taking the time to talk with us.