Account suspension and appeals
What a suspension means for your offers, orders and balance, how our team reviews the account, and how to write a convincing plan of action.
An account is stopped in one of two ways: automatically for performance, or by the Majyk Danya team for breaking the agreement. Either way, you can ask for a review.
The two kinds of suspension
| Item | “Account closed” for performance | “Suspended” by our team |
|---|---|---|
| Why | 6 problems, or 10% of your orders when that is more, in the last 30 days, after a warning 3 days old. | A breach of the agreement or policies, such as counterfeits, manipulation or deals off the platform. |
| Where you see it | A notice at the top of “Home”: “Your account is closed for performance and your offers are hidden from the store”. | “Account status: Suspended” on “Home”, with the note our team wrote. |
| Your offers | Hidden from the store, search and ads. | Hidden from the store, search and ads. |
| Your open orders | Order tools keep working: accept and ship every order. An order not accepted within 48 hours is cancelled and recorded as a problem. | Seller Center tools are stopped until the review ends, and orders not accepted within 48 hours are cancelled automatically. |
| Your balance | Your balance stays, delivered orders' money is released on schedule, and you can request withdrawals. | Your balance stays recorded on your account, but withdrawals are stopped until the account is reopened. |
| Reopening | Our team reviews the account and reopens it with a note of why. | Our team reviews the account and reactivates it once the reason is resolved. |
How the review works
- The system never reopens an account by itself; a member of our team must review it and record the reason for the decision.
- Our team doesn't step into your orders or wipe your record; it only decides on reopening.
- After an account closed for performance is reopened, its level goes back to “Excellent”, then the system recalculates it from the last 30 days within minutes. If the record is still above the warning line you get a new warning at once, and the account can close again after 3 days if it stays above the closing line.
How to write a good plan of action
Ask for a review through “Contact us” at the bottom of the help center, with a short, clear plan of action in three parts:
- The root cause: what exactly happened and why? For example: “We didn't check orders over the weekend, so 4 were cancelled automatically.”
- What you fixed: steps already taken, with the affected order numbers. For example: “We updated stock, raised handling days from 1 to 2, and paused the offers we can't ship quickly.”
- What stops it happening again: lasting measures. For example: “We turned on new-order notifications in the seller app and named one person to accept orders every day before noon.”
- Be honest and brief: facts matter more than long apologies.
- Don't blame buyers or couriers; focus on what you control.
- Give real dates and order numbers.
- Send one complete plan rather than many short messages.