Account Deactivation - Requesting Amazon Staff & Possibly Veteran Support!
Hello my fellow Amazonians,
Please bare with me whilst you read through this, I really need your help. I am dyslexic and really struggle to organise what I would like to say and the order in which to say things.
My account has been deactivated (seemingly due to authenticity claims), however my “Policy Compliance” section of Account Health has two “Listing Policy Violations” with red triangles and exclamation marks inside them. Clicking into that shows “Violation of Amazon Marketplace Fair Pricing Policy” & another called “Listing Violation” (which yesterday showed as “Product Detail Page Tampering”, but has now reverted to Listing Violation again).
I have appealed both of them, the “Listing Violation” one has just been ignored, no response from Amazon at all (although yesterday when it showed as Product Detail Page Tampering, it had tick boxes to confirm I had read the related policies, which i ticked and submitted, now its changed back to how it originally showed).
The other one (Fair Pricing Policy), I had the following reply:
“We appreciate your efforts to comply with our selling policies. The record for this policy violation will continue to be present on the Account Health dashboard for either 180 days or until the listing is reinstated.
If you would like to reinstate your listing, please submit an appeal from Account Health dashboard.
If you are not interested in reinstating your listing, no further actions are required.”
In my “Performance Notifications” section:
-
'“Notice: Policy Warning” which is in relation to the fair pricing policy. - No appeal option here
-
Following day - “Your Amazon.co.uk Account selling privileges have been removed” Your Amazon Seller account has been temporarily deactivated and your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address the following concern(s).
Why is this happening?
In accordance with Section 3 of Amazon’s Business Solutions Agreement, your account has been deactivated because you are offering items that may be inauthentic. - Appeal button -
Since failing to successfully appeal this, a 2nd entry appeal button has appeared in relation to the SAME Selling privileges removal.
-
There are also ANOTHER TWO performance notification appeal buttons in relation to being listed as an individual rather than sole proprietor…
I have since registered with HMRC, got my UTR number, received the paperworks, provided them along with letterheaded paper stating my name and trading as name to adjust my business information section etc which has been accepted and payment account activated.
HOWEVER - These two appeal buttons still appear, and the latest response from Amazon (weeks ago now) - “Your case has been forwarded to another Amazon team. You will receive a
response to your question shortly.”
Is the above due to my account still being deactivated? I currently do not have access to my funds. I have done a TON of research throughout the forums in order to learn how to write a POA properly in relation to the main deactivation reason “possible inauthentic” (purchasing from retail and therefore having no invoices).
I am concerned with what to do. The performance Notification section is a mess, can never get through to a human being and all I want to do is address everything properly.
Should my POA regarding the inauthenticity also address the fair pricing policy violation (although its not written within the main deactivation reason). Should the POA be sent to the first appeal button stating selling permissions removed? Or the 2nd one? OR should it be done via the “reactivate your account” button (clicking on this shows NO prior deactivation history, or reason). Only the performance notification section shows the order.
I am really sorry for anyone reading this, but I desperately need your help if you have experience and Amazon’s help to actually access my account and tell me where the appeal should be made too and whether its just to mention authenticity or the fair pricing policy too (both same ASIN).
Thank you for any help
Account Deactivation - Requesting Amazon Staff & Possibly Veteran Support!
Hello my fellow Amazonians,
Please bare with me whilst you read through this, I really need your help. I am dyslexic and really struggle to organise what I would like to say and the order in which to say things.
My account has been deactivated (seemingly due to authenticity claims), however my “Policy Compliance” section of Account Health has two “Listing Policy Violations” with red triangles and exclamation marks inside them. Clicking into that shows “Violation of Amazon Marketplace Fair Pricing Policy” & another called “Listing Violation” (which yesterday showed as “Product Detail Page Tampering”, but has now reverted to Listing Violation again).
I have appealed both of them, the “Listing Violation” one has just been ignored, no response from Amazon at all (although yesterday when it showed as Product Detail Page Tampering, it had tick boxes to confirm I had read the related policies, which i ticked and submitted, now its changed back to how it originally showed).
The other one (Fair Pricing Policy), I had the following reply:
“We appreciate your efforts to comply with our selling policies. The record for this policy violation will continue to be present on the Account Health dashboard for either 180 days or until the listing is reinstated.
If you would like to reinstate your listing, please submit an appeal from Account Health dashboard.
If you are not interested in reinstating your listing, no further actions are required.”
In my “Performance Notifications” section:
-
'“Notice: Policy Warning” which is in relation to the fair pricing policy. - No appeal option here
-
Following day - “Your Amazon.co.uk Account selling privileges have been removed” Your Amazon Seller account has been temporarily deactivated and your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address the following concern(s).
Why is this happening?
In accordance with Section 3 of Amazon’s Business Solutions Agreement, your account has been deactivated because you are offering items that may be inauthentic. - Appeal button -
Since failing to successfully appeal this, a 2nd entry appeal button has appeared in relation to the SAME Selling privileges removal.
-
There are also ANOTHER TWO performance notification appeal buttons in relation to being listed as an individual rather than sole proprietor…
I have since registered with HMRC, got my UTR number, received the paperworks, provided them along with letterheaded paper stating my name and trading as name to adjust my business information section etc which has been accepted and payment account activated.
HOWEVER - These two appeal buttons still appear, and the latest response from Amazon (weeks ago now) - “Your case has been forwarded to another Amazon team. You will receive a
response to your question shortly.”
Is the above due to my account still being deactivated? I currently do not have access to my funds. I have done a TON of research throughout the forums in order to learn how to write a POA properly in relation to the main deactivation reason “possible inauthentic” (purchasing from retail and therefore having no invoices).
I am concerned with what to do. The performance Notification section is a mess, can never get through to a human being and all I want to do is address everything properly.
Should my POA regarding the inauthenticity also address the fair pricing policy violation (although its not written within the main deactivation reason). Should the POA be sent to the first appeal button stating selling permissions removed? Or the 2nd one? OR should it be done via the “reactivate your account” button (clicking on this shows NO prior deactivation history, or reason). Only the performance notification section shows the order.
I am really sorry for anyone reading this, but I desperately need your help if you have experience and Amazon’s help to actually access my account and tell me where the appeal should be made too and whether its just to mention authenticity or the fair pricing policy too (both same ASIN).
Thank you for any help
67 replies
Seller_7VbclcPFFRTnc
OK reading through it it seems
You were signed up as an individual instead of a business but that’s now changed. Did amazon ask you to change or did you initiate it yourself?
You were doing retail arbitrage?
Can you post their actual suspension notice
Seller_PUgTge8LPB8FY
If the reason for account deactivation is authenticity claims, then I think you should focus on this first. After all, if you can’t get your account reinstated, everything else becomes irrelevant. However, if you don’t have proper invoices from wholesalers/distributors, it may be very difficult to overturn Amazon’s decision.
Retail arbitrage is not a good business model on Amazon, and now you know why. There are many forum threads on this issue. I would suggest you read them before starting to formulate your POA.
Seller_RQWYlJT6SbuU9
[Your Amazon.co.uk Account selling privileges have been removed]
Your Amazon Seller account has been temporarily deactivated and your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address the following concern(s).
Why is this happening?
In accordance with Section 3 of Amazon’s Business Solutions Agreement, your account has been deactivated because you are offering items that may be inauthentic. A list of these items is provided at the end of this email.
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.
The sale of counterfeit products on Amazon is strictly prohibited. You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:
– Amazon Anti-Counterfeiting Policy (https://sellercentral-europe.amazon.com/gp/help/201165970)
– Policies and Agreements (https://sellercentral-europe.amazon.com/gp/help/521)
– Amazon Services Business Solutions Agreement (https://sellercentral-europe.amazon.com/gp/help/201190440)
How do I reactivate my account?
To reactivate your selling account, please send us the following information:
– Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days. The quantity of items shown should match your inventory.
– If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.
– If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.
– Contact information for your supplier, including name, phone number, address, email, and website.
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.
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-notifications.html).
What happens if I do not send the requested information?
If we do not receive the requested information within 17 days, or after two unsuccessful appeals (whichever occurs sooner), we may not allow you to sell on Amazon. Failure to successfully appeal this decision may result in payments being withheld.
Seller_RQWYlJT6SbuU9
After first unsuccessful appeal:
We received your submission but do not have enough information to reactivate your ability to sell on Amazon at this time. Please address the following concern(s):
You are offering items that may be inauthentic. A list of these items is provided below.
Please send us the following information:
– Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days. The quantity of items shown should match your inventory.
– If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.
– If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.
– Contact information for your supplier, including name, phone number, address, email, and website.
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.
Please also send us the following information:
A plan that explains:
– The reason you are listing products that you are not approved to sell
– Steps you have taken to resolve this issue
– How you will prevent this issue in the future
Here are a few things to consider as you work on resolving this:
– Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
– Packaging: Is the product in its original packaging as listed on Amazon?
When creating your plan, be clear, concise, and as specific as possible. Focus on the facts and events that led to the issue rather than providing an introduction of your product, business, or customer. Remove other questions or references to ongoing support cases from your submission.
How do I send the required information?
Please submit your appeal by following the instructions on the Account Health page in Seller Central (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq)
What happens if I do not send the requested information?
If we do not receive the requested information, you may no longer sell on Amazon. Failure to successfully appeal this decision may result in payments being withheld.
Seller_RQWYlJT6SbuU9
After 2nd unsuccessful appeal:
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. Please ship any open orders. Funds will not be transferred to you but will be held in your account while we work with you to address this issue.
Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. We previously emailed you to request additional information that we needed to verify the authenticity of your products, and we did not receive a sufficient response to reactivate your Amazon selling account.
How do I send the required information?
To submit this information, please follow the instructions in the banner at the top of your Account Health page in Seller Central (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq)
What happens if I do not send the requested information?
If you do not provide a valid appeal, or choose not to appeal the deactivation, 90 days after receiving this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.co.uk.
We will conduct a separate investigation to evaluate your account. We may withhold some or all of the funds in your account if we find that you have engaged in deceptive, fraudulent, or illegal activity; abused our systems; or repeatedly violated our policies that protect our customers and selling partners.
Seller_RQWYlJT6SbuU9
Then Amazon opened a 2nd performance notification, for the same thing… even though the original one still has an active appeal button:
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. Please ship any open orders. Funds will not be transferred to you but will be held in your account while we work with you to address this issue.
Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. We previously emailed you to request additional information that we needed to verify the authenticity of your products, and we did not receive a sufficient response to reactivate your Amazon selling account.
How do I send the required information?
To submit this information, please follow the instructions in the banner at the top of your Account Health page in Seller Central (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq)
What happens if I do not send the requested information?
If you do not provide a valid appeal, or choose not to appeal the deactivation, 90 days after receiving this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.co.uk.
We will conduct a separate investigation to evaluate your account. We may withhold some or all of the funds in your account if we find that you have engaged in deceptive, fraudulent, or illegal activity; abused our systems; or repeatedly violated our policies that protect our customers and selling partners.
Seller_RQWYlJT6SbuU9
I then appealed this new notification and received:
We received your submission but do not have enough information to reactivate your account at this time. We cannot accept an order confirmation as an invoice unless it contains an order confirmation number and/or shipment tracking number, in addition to purchaser and supplier information.
To reactivate your account, please send the following information:
-
Copies of additional invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the bottom of this email:
–These documents should reflect your sales volume during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. We will maintain the confidentiality of your supplier contact information.
–You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review. -
An updated plan of action that explains:
– Greater detail on the issue(s) that you believe caused the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the authenticity of your items.
– Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.
A plan of action is required regardless of the actual authenticity of your items and is intended to help identify the reason for the customer complaints and how you intend to address them.
When creating your plan:
–Review your communications from buyers to better understand the reason for the customer complaints, and provide an explanation for the issues that led to complaints about your items.
–Be clear, concise, and as specific as possible. Focus on the facts and events that led to the issue rather than providing an introduction of your product, business, or customer. Remove other questions or references to ongoing support cases from your submission.
–Do not limit your plan to issues with specific orders. Instead, focus on the general practices you will adopt to prevent this type of issue in the future, considering the following questions:
–Sourcing: Are you sourcing the product from a trusted supplier that sells items in new condition?
–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging: Is the product in its original packaging as listed on Amazon?
–Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I send the required information?
Please submit your appeal by following the instructions on the Account Health page in Seller Central (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq)
Seller_RQWYlJT6SbuU9
And the latest reply, although appeal button still active, and SINCE all this, I was told to register as self employed, thinking that would resolve it, but not:
We received your submission but do not have enough information to reactivate your account.
Why did I receive this message?
You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods.
What happens now?
Your account will remain deactivated. If you have funds in your account, they will be available after any amounts paid for A-to-Z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer. Depending on your account status and activities, you may be required to complete an additional review before funds can be released. . Funds may be withheld if we determine that your account was used to sell inauthentic or prohibited goods, commit fraud or engage in other illegal or abusive activity.
Seller_PUgTge8LPB8FY
You asked a straightforward question on the forum:
But now you say:
If you’ve already decided to wait for Amazon to tell you what to do, you’re wasting our time asking us for advice.
Seller_RQWYlJT6SbuU9
Amazons reply to the marketplace pricing policy violation, that I am wondering whether I should also mention in my POA (same products):
Hello,
We appreciate your efforts to comply with our selling policies. The record for this policy violation will continue to be present on the Account Health dashboard for either 180 days or until the listing is reinstated.
If you would like to reinstate your listing, please submit an appeal from Account Health dashboard.
If you are not interested in reinstating your listing, no further actions are required.
