Account Deactivated
Please help, I received a suspension in my first month selling. No complaints no late deliveries. Message stated inauthentic products and listed 3 items. 1 used Wii Game 1 New Wii Game and 50 Phone Camera tripods imported from China. None of these items sold. All funds for other items sold are not available. I did appeal and Amazon got back to me asking for invoices to which I was able to supply an invoice for the Tripods but not the Games as I was just testing to see if they would sell as they are my own. One used and one unopened. When Amazon asked for the invoice they asked me to write the asin on the invoice and send it to them. I did this but they then sent me a mail stating its not enough information.
22 replies
Seller_A3ZYpb0JuaiEB
Hello NoveltyPop,
To be able to assist you correctly, could you please post the latest plan of action (POA) you have provided and the latest reply you have received ?
Thank you.
Abel
Seller_zLtbTEybk65Dr
Your Amazon Seller account has been deactivated and your listings have been removed because you have not sent us acceptable information to address the concern(s) with your Amazon selling account.
Any funds available in your account are being withheld. If you do not appeal this decision within 90 days, funds will be withheld.
Why is this happening?
You have not sent us all of the information we requested in order to address the concern(s) with your Amazon selling account. In order to ensure that customers can shop with confidence on Amazon, we routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items.
How do I send the required information?
Please submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notification…).
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.
Sincerely,
Seller Performance Team
Seller_zLtbTEybk65Dr
Above is the latest email received, my plan was submitted through the Performance Notifications template and I uploaded bank statements and Invoice as requested.
Seller_zLtbTEybk65Dr
Blow is the mail asking for the invoice.
We received your submission but do not have enough information to reactivate your account at this time. We cannot accept this invoice because the photo you take is not good quality, the image is blurry and miss some of the info. Can you send us a good quality invoice and also highlight the following ASIN on the invoice? Thank you.
Seller_zLtbTEybk65Dr
Below is me email apeal
Thank you for your quick response, I have looked further into the issues and can understand your actions. It is fully understandable that Amazon have to protect the authenticity of listed items and sellers. I think I may have made an error in listing as I am new to the platform. When listing the Selfie stands I searched for a listing that was exactly the same as the product was selling (invoice attached). When I saw there were no restrictions on this product I listed it as the same. As my product is unbranded I should have created a completely new listing and not copied another listing. This error will not happen again I can assure you. With regards to the Wii Games, this was just a trial run to see if I could sell old Games that are no longer used or were never used, I have 3 kids ranging from 13 to 16 and have lots of games that have been purchased over the years. Again I can comply and not sell any Wii, Xbox or PS4 games in the future. I will remove those listings. I am hoping to use Amazon much more in the future and have purchased many products to sell. I have included bank statements along with the invoice and photos of the products along with my ID. I have sold none of the items you have issues with and can remove them if needed. I look forward to hearing from you soon and look forward to listing more items soon.
If you have any further queries please feel free to contact me
Seller_zLtbTEybk65Dr
Hi Abel,
Thanks for taking the time to help me. Above is a list of the contact I have had with your colleagues.
Seller_zLtbTEybk65Dr
Thank you for your response, duly noted on the games and I understand now that the game was not "new"but indeed “Used, like new”. With regards to the tripods, as these were unbranded purchased wholesale in China with all taxes paid and invoice provided to Amazon. Would this be a satisfactory document?
Seller_A3ZYpb0JuaiEB
Hello NoveltyPop,
Thank you for providing the information.
First of all; it seems that Amazon received complaints regarding the authenticity of some of your items.
So, you need to provide a Plan Of Action (POA) that addresses all related complaints you have received with the proof of authenticity as well (like invoices from your supplier. Please check the document requirements in the related message). If you can not provide invoices for any reason, please remember that you must state the reason clearly.
And please check the related Amazon Policies that you have received in the related notification. You will notice that the related policies are regardless of the item is sold or not. And better to acknowledge the related Amazon Policies in your POA.
I have reviewed your POA as well and here is my notes:
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First of all; better to eliminate not relevant, out of topic statements and better to provide a simple POA with the titles Root Cause / Solutions / Future Remedies.
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Regarding to your statement i think you can start with the root cause as a lack of knowledge about the related Amazon Policies, as you are new to the platform and then you can state the details about how you provided the items, listed them, etc as you have already provided. Please remember that admitting your fault clearly, will make the process easier.
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Then you need to built your POA based on your root cause. Which means: what you have done so far by now to solve the root cause ( lack of knowledge about the policies) and what you will do in order to avoid similar issues in the future. Which means how you will update your knowledge about the policies and what you will do to be sure that you will not violate any intellectual property protection before listing any item?
Hope this is helpful, if you could post your updated POA here, I’d like to review for the last time before you’ll submit it.
Abel
Seller_zLtbTEybk65Dr
Hi Abel,
Thank you for all your help, I am going to go and read all of the policies top to toe and revise my POA. I will post it here in a day or so for your perusal.
Thanks again.
Seller_zLtbTEybk65Dr
I am planning to submit this as my POA any feedback would be greatly appreciated.
A. The issue that caused the suspension:
Upon reviewing my account, below are all of the issues I have found that may have contributed to my suspension or may have done so going forward. Although these were not mentioned in the notification to suspend my account they are none the less errors on my behalf that could cause issue.
- My naivety as a new seller
- I did not pay attention to the accounts outside of the UK and Eire
- I Listed products that were purchased retail instead of through authorized distributors.
- I Listed products using other pre existing listings with no authority to do so.
- I Listed items were in breach of several Amazon Policies
- Postage to certain countries has been too long.
- Item Listed as “New” should have been “Used, Like New”
B. Steps taken to resolve the complaint:
8. I have introduced a procedure to check all selling zones every 3 hours. That is .co.uk, .de, ‘fr, .es and .it and .com where applicable.
9. I have reviewed several Amazon seller policies and fully understand what I did wrong and this will ensure that I will not repeat further mistakes. These reviewed policies include the “Seller Agreement”, “Amazon Services Business Solution Agreement”, “Prohibited Seller Activities and Listing Restrictions”, “Restricted Products Policy”, “Amazon’s Product Safety and Compliance Guidelines”, " Intellectual Property Violations Policy" “Anti-Counterfeiting Policy”, “Category and Product Restrictions” and “Policy Violations” All future listing will be measured against these policies in or order to make sure that I only list authentic items.
10. I have permanently deleted all of our listings for these ASINs and related ASINs or products from Amazon to ensure that this problem will never occur again.
11. I blocked these ASINs and related ASINS and products in my inventory management system, so that these products will never be listed again without the prior authorization from the original manufacturer.
12. I have purged our entire inventory on Amazon, pulled an “All Listing” inventory report, and audited our listings and inventory to confirm the authenticity of all our items to ensure this won’t happen again.
13. I have ceased working with unauthorized distributors and suppliers. Remaining distributors and suppliers were examined to determine authenticity and authorization of other products sold.
14. I have communicated with the customers that have had their product delayed and offered refunds where applicable.
C. What I have done to prevent similar complaints in the future:
15. I have developed a system to prevent the buying, listing, and selling of any product containing the intellectual property belonging to another party and will not proceed without authorization from that party and Amazon.
16. I Have developed a new relationship with Parceldirect to control all of my shipping to Mainland Europe as An Post takes far too Long. Parcel direct have verified they can deliver within the timelines specified tracked and secured.
17. I have developed a strict procedure for new suppliers that I consider working with in the future. This procedure will ensure authenticity of products and authorization from the original manufacturer.
18. Should any doubts remain about inauthentic items, I have created a policy to consult with the Amazon Seller Performance Team and the original manufacturer before listing the products. I will not buy, list, or sell any items whose authenticity I cannot establish.
19. I shall aggressively monitor my listings to ensure I continue meeting the standards set by Amazon and my own standards of quality customer service.
I believe that above plan will prevent any future policy violations and humbly ask that Amazon please consider reinstating my account.
