Hello @Seller_9dVfWF1gcnI3r

Seller_9dVfWF1gcnI3r

A customer purchased two products in my store, but he only received one.

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Thank you for the information provided regarding the issues that impacting your account as of now. I understand that there is a complaint of product not being received. Did this complaint come through as a violation on the account health page or as an A-Z claim?

Seller_9dVfWF1gcnI3r

now I'm at risk of the account being deactivated.

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If it came as a violation, then you will want to check for additional instruction on how to address this concern. This may require providing documentation such as an invoice to show that you do have the product in your possession. For your shipping, did you utilize our buy shipping services? Were the orders sent out on time without issue? If not, then the shipping services would not cover the order.

If it is not a violation, but a claim impacting the order metrics, then additional action may not be required. For this scenario, you may have the banner indicating the account is at risk, but this is there to inform you of the impact to your account. For this, it will be important to monitor your metrics and act on anything that does require attention. As of now, is our team requesting any additional information from you?

If you have any additional questions or concerns regarding your situation, continue to refer here for support. Additionally, I have forwarded your information for outreach to be made. Please ensure your contact information has been updated so they may reach you.

Best,

Atlas