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Originally Posted by koland
Consider that (a) they don't know it is her calling and (b) they consider that giving additional info out to those who violate their rules gives them leverage to come back and do it again.
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But they've told her it's because her account has been linked with another banned account, which would be less than truthful if the reason was actually finding a way around restrictions on buying books from another store she's not meant to.
I understand they don't want to say how they've identified the two accounts are linked, since people can then use that to tweak how they avoid the rules. That wasn't my point though, my point was, if the reason for account closure was really because she's buying books from a store she's not meant to be and/or working around the systems they have in place to protect that, they should have simply stated that as the reason.
They don't need to give detailed information about how they detected that occurring, but they should give enough information that if she knows she's never bought books from that store or the particular book/books names that are not authorised for her country/whatever, there's a reason to suspect a mistake may have been made by Amazon.
Without that information, you're left hoping amazon don't make mistakes and every company makes mistakes, especially when automated systems are involved and can trigger flags from something as simple as a data entry issue (which may not be easily spotted by the CS reps but likely would be by the customer).
You're also placing doubt into the minds of future customers about, could this happen to me, what if they make a mistake with my account, judging by those emails it'll be an uphill battle to get them to work with me to find out that mistake has been made.
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Glad she had it resolved (and that, like other stories of this kind, it was just overblown by those outside of the action), but I still advocate backing up your books.
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I totally agree about stripping and backing up your books. It's the only way to be sure you will retain access to content you've purchased. Amazon really needs a more transparent review process when they close an account and you dispute it. If they need to verify you are who you say you are, take measures to do so, then when they're happy who you are, explain why they've closed your account. They don't need to give details on how they've determined it.
If it's because your account is linked to another, i.e they're accusing you of having two accounts and breaking T&C with one of them. They should tell you what your other account is (as clearly they believe you're the owner of it otherwise you wouldn't be banned) and what T&C it violated. No need to say how they determined this.
That is sufficient information imo to know if you've done something you shouldn't or if Amazon have made a mistake.