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Seller_cJwn6ojCbngum

Account Suspended Help Appreciated

I have been a loyal and honest buyer and seller on Amazon for 17 years, since the launch of Amazon Marketplace.

My business has grown from just myself at the beginning to now 3 generations of my family involved plus additional staff at Christmas.

Last year we had 16000+ orders and only a few problems.

I am in the process of having a nightmare with my account under review it stated on 27/1/20, I sent my Plan of Action on the 28/1/20.
I then received an email on 8/2/20 stating my plan was not sufficient so sent an updated plan on the 10/2/20.
On the 20/2/20 my funds were showing in my bank account so assumed that as they had been released that the review was over.
Then the following day on 21/2/20 received an email stating that my account had been temporarily deactivated as seller performance had not received my revised Plan of Action sent on 10/2/20?
At this point I was completely baffled and rang seller support but was told all I could do was appeal which I have done.
I heard back on the 27/2/20 saying We received your submission but do not have enough information to reactivate your account at this time.
I sent my appeal on the 1/3/20 but have not heard anything back as yet?

If someone would please help me as the original four ASIN’s mentioned as Inauthentic are not actually authentic complaints as such-

B00005QDYV-

Original complaint was wrong item was sent but was in fact incorrect item ordered.

B00005V9OR-

Buyers only comment was counterfeit and the order was returned but was not even opened and still sealed so unsure how it was found to be counterfeit, also I have sold 8 copies in the last 6 months all from the same batch and this was the only problem?

B000E83SRU-
B0034G5R5A-

Both these were actually used sold as new complaints and were refunded but neither were returned so the buyers received free orders.

I am now at the end of my tether and am going to see my doctor as my health is being effected as I am not sleeping and feeling extremely stressed and very anxious.

I cannot understand that as a seller for the last 17 years am being treated like this as I have a 99% feedback which most of the time over the last 17 years has been 100%. Also my metrics do not show that I am a dishonest Seller with 16000+ orders and only a handful of problems?

I would very very much appreciate it if someone could intervene and allow my listings to be reactivated and release my funds so as my business does not suffer anymore and collapse.

Yours Faithfully
M.Smith

1.5K views
138 replies
Tags:ASIN, Fees, Listings, Pricing
10
Reply
user profile
Seller_cJwn6ojCbngum

Account Suspended Help Appreciated

I have been a loyal and honest buyer and seller on Amazon for 17 years, since the launch of Amazon Marketplace.

My business has grown from just myself at the beginning to now 3 generations of my family involved plus additional staff at Christmas.

Last year we had 16000+ orders and only a few problems.

I am in the process of having a nightmare with my account under review it stated on 27/1/20, I sent my Plan of Action on the 28/1/20.
I then received an email on 8/2/20 stating my plan was not sufficient so sent an updated plan on the 10/2/20.
On the 20/2/20 my funds were showing in my bank account so assumed that as they had been released that the review was over.
Then the following day on 21/2/20 received an email stating that my account had been temporarily deactivated as seller performance had not received my revised Plan of Action sent on 10/2/20?
At this point I was completely baffled and rang seller support but was told all I could do was appeal which I have done.
I heard back on the 27/2/20 saying We received your submission but do not have enough information to reactivate your account at this time.
I sent my appeal on the 1/3/20 but have not heard anything back as yet?

If someone would please help me as the original four ASIN’s mentioned as Inauthentic are not actually authentic complaints as such-

B00005QDYV-

Original complaint was wrong item was sent but was in fact incorrect item ordered.

B00005V9OR-

Buyers only comment was counterfeit and the order was returned but was not even opened and still sealed so unsure how it was found to be counterfeit, also I have sold 8 copies in the last 6 months all from the same batch and this was the only problem?

B000E83SRU-
B0034G5R5A-

Both these were actually used sold as new complaints and were refunded but neither were returned so the buyers received free orders.

I am now at the end of my tether and am going to see my doctor as my health is being effected as I am not sleeping and feeling extremely stressed and very anxious.

I cannot understand that as a seller for the last 17 years am being treated like this as I have a 99% feedback which most of the time over the last 17 years has been 100%. Also my metrics do not show that I am a dishonest Seller with 16000+ orders and only a handful of problems?

I would very very much appreciate it if someone could intervene and allow my listings to be reactivated and release my funds so as my business does not suffer anymore and collapse.

Yours Faithfully
M.Smith

Tags:ASIN, Fees, Listings, Pricing
10
1.5K views
138 replies
Reply
138 replies
user profile
Seller_N1kkDZU48hTBX

Hi,
Welcome to the forums. These kind of posts are frequent and the best way to get some help is to produce/post the email from Amazon and the Plan Of Action, (POA) that you submitted.

This way the forum members can see it and then advise.

Regards
Mike

10
user profile
Seller_cJwn6ojCbngum

Hi Mike,

Appreciate the advise and below are email from Amazon and my Plan of Action-

Hello, We received your submission but do not have enough information to reactivate your account at this time. Please send the following information: 1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: B00005QDYV, B00005V9OR, B000E83SRU --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. – These documents should include buyer information, including name, phone number, address, and website. --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. 2) An updated plan of action that explains: – Greater detail on the root cause(s) that led to the complaints about the authenticity of your items. – Greater detail on the actions you have taken to resolve 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. 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 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 your account may be deactivated. We’re here to help You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560). You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely, Seller Performance Team https://www.amazon.co.uk

Plan of Action-

1 March 2020 15:18 GMT
Additional information
Thank you for providing us with the opportunity to appeal our
account’s review due to authenticity issues.

We understand that Amazon takes concerns regarding the condition
of merchandise very seriously and we would like to share with
you our plan of action, which addresses the issue and measures
to prevent it from happening again.

The root cause of the complaints:

Amazon was concerned about the authenticity of ASINs: B00005QDYV
B00005V9OR B000E83SRU B0034G5R5A

  • Over the last few months I have had four customers express concerns regarding the authenticity of their orders.
    I failed to properly address these issues in a professional and timely manner.

  • Due to my lack of expertise in sourcing stock from retailers who are unable to provide me with valid invoices
    or proof of condition is not an acceptable way to acquire inventory.

  • After carefully reviewing my entire account, all orders received for the ASINs: B00005QDYV B00005V9OR
    B000E83SRU, 0034G5R5A reading my seller feedbacks, product reviews, checking the A-Z claims and returns
    comments, I determined that the complaints were caused by insufficient checks on receipt of stock, also checks
    of packaging and importantly any seals whilst picking, packing and despatch of orders.

Actions taken to resolve the complaints:

  • All customer messages have been answered and I have authorised all return requests for the
    ASINs: B00005QDYV B00005V9OR B000E83SRU, B0034G5R5A carefully inspected all returned merchandise and refunded
    the buyers and any concerns resolved to the maximum customer satisfaction.

  • I have personally checked all my remaining inventory for the ASINs: B00005QDYV B00005V9OR B000E83SRU B0034G5R5A
    and discarded any units with authenticity problems or have damaged seals and packaging.

  • I have instigated a double check system whereas after picking and prior to packing and despatch a second member
    of staff checks the order and importantly the packaging and any seals on the product.

  • We have reviewed all Amazon policies and guidelines, especially the ones regarding the sale of counterfeit
    items and will from now on strictly abide by them-

https://sellercentral.amazon.co.uk/gp/help/521/ref=ag_521_cont_200370560

https://sellercentral-europe.amazon.com/gp/help/201165970/ref=ag_201165970_cont_521

  • All listings, which condition could not be verified with valid
    invoices or receipts meeting Amazon’s requirements have been completely deleted from my inventory and will not
    be listed again.

Steps taken to prevent similar complaints in the future:

  • All inventory will be sourced from reliable sources, either from
    manufacturers or from authorised distributors, who will be able
    to provide me with valid invoices which will meet Amazon’s requirements.

  • All items will be thoroughly inspected upon receipt to review
    condition and preventative measures are in place to ensure there
    are no defects such as the seals are intact and there is no damage
    to the outer packaging, which could lead to customer complaints.

  • We have split our goods in area into two separate sections one for new and one for used items and will keep
    both conditions completely separate. When the goods in process is complete both conditions will be stored in
    separate areas of the warehouse.

-We are now only listing items that are very good or above in used conditions. Any stock that does not reach that
condition is now being given to charity Oxfam Donor ID 70069074 and also BHF gift aid Donor ID 3375972.

  • All inventory is stored in a dry accessible warehouse and stock
    checked for quantity and inspected for condition on a regular basis
    to ensure that all customers receive them in a 100% perfect state.

  • Before adding any new items for sale on Amazon, we will
    verify both authenticity and that they match entirely to the
    colour, description and other details on the Amazon product page.
    Any inaccuracies will be resolved by updating the listing and fixing
    the incorrect information.

  • I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit. We are now using a much tougher jiffy bag giving much more robust protection in the post for all our orders from packaging2buy.co.uk.

  • I will regularly check all communications from buyers so I
    can understand any issues and trends of items being returned.

  • We will regularly review the Amazon guidelines and policies
    to make sure that we are not in violation of any of the rules.

We believe that our appeal sufficiently addresses the issues
and thank you for taking the time to review my appeal.

These action steps will help me provide Amazon customers
with the best possible service.

I have been an honest, loyal and happy seller on Amazon for
the last 17 years.

My feedback of 99% reflects how seriously I take my Amazon business
with 33000+ orders amounting to £ over the last 2 years.

If you could please check my performance over time you will see my
metrics are in excellent order with all well under the Amazon guidelines and I am committed to make this right.

I will serve the customers of Amazon to the highest possible standard
as outlined in this appeal.

Please let me know if you need any further information in your review
of my account.

Attached are four invoices that relate to the four ASINs in Question-

B00005QDYV- Fast & Furious CD, third item down on invoice PMD43.

B00005V9OR- PaRappa The Rapper 2 PS2, 7th item down on invoice 50429.

B000E83SRU- Outrun 2006 Coast 2 Coast Xbox, 5th item down on invoice 50658.

B0034G5R5A- 3D Dot Game Heroes PS3, 8th item down on invoice 50833.

00
user profile
Seller_1RFrsE62cEVrO

What is your defect rate for your orders on your metrics ?

00
user profile
Seller_24DC2BHgXomKG

Its things like these that make me highly question the future of selling on amazon. Basically random suspensions / bans for completely unjustified reasons. You’re stats are likely in the top 5% of sellers but some random algorithm throws your account under the bus and then its literally impossible to get any human to look into it properly.

I recently had an issue where I couldn’t get into any of my amazon accounts due to them finding “suspicious” activity on my account - it only get resolved after I sent an email to jeff - I’d suggest doing that because it seems the only way to get an actual human being to look into things is going straight to the top otherwise its just bots and automated pre filled responses every time

50
user profile
Seller_cJwn6ojCbngum

I have actually done this and discarded any stock with inauthentic problems even though I know it is 100% authentic.

10
user profile
Seller_24DC2BHgXomKG

Jeff Bezos lol also I’m sure the OP did not have in-authentic items - he’s just saying he’ll remove the ASIN that had issues and check them etc etc to try and pacify amazon and get his account reinstated. Do we really think a guy, selling on the platform for 17 years with basically perfect metrics is going to be selling counterfeit stock? Of course not. Customers will say anything to justify a return and escape return postage costs.

I’ve had tablets returned to me (sold via FBA) well over a year after purchase with the screen smashed to bits and the return reason was “weak glass”. Amazon treat customers like gods even if they are clearly scammers or people simply providing excuses in order to be allowed a free return. The fact a seller with a defect rate of well below 1% and perfect feedback has his account suspended just shows how laughable amazon is becoming for sellers.

110
user profile
Seller_cJwn6ojCbngum

Thank you so much snowmansales1 very much appreciate what you are saying.

I think that after 17 years I would not jeopardize my account and am not some sort of fly by night cowboy trying to make a quick buck…

00
user profile
Seller_cJwn6ojCbngum

Account Suspended Help Appreciated

I have been a loyal and honest buyer and seller on Amazon for 17 years, since the launch of Amazon Marketplace.

My business has grown from just myself at the beginning to now 3 generations of my family involved plus additional staff at Christmas.

Last year we had 16000+ orders and only a few problems.

I am in the process of having a nightmare with my account under review it stated on 27/1/20, I sent my Plan of Action on the 28/1/20.
I then received an email on 8/2/20 stating my plan was not sufficient so sent an updated plan on the 10/2/20.
On the 20/2/20 my funds were showing in my bank account so assumed that as they had been released that the review was over.
Then the following day on 21/2/20 received an email stating that my account had been temporarily deactivated as seller performance had not received my revised Plan of Action sent on 10/2/20?
At this point I was completely baffled and rang seller support but was told all I could do was appeal which I have done.
I heard back on the 27/2/20 saying We received your submission but do not have enough information to reactivate your account at this time.
I sent my appeal on the 1/3/20 but have not heard anything back as yet?

If someone would please help me as the original four ASIN’s mentioned as Inauthentic are not actually authentic complaints as such-

B00005QDYV-

Original complaint was wrong item was sent but was in fact incorrect item ordered.

B00005V9OR-

Buyers only comment was counterfeit and the order was returned but was not even opened and still sealed so unsure how it was found to be counterfeit, also I have sold 8 copies in the last 6 months all from the same batch and this was the only problem?

B000E83SRU-
B0034G5R5A-

Both these were actually used sold as new complaints and were refunded but neither were returned so the buyers received free orders.

I am now at the end of my tether and am going to see my doctor as my health is being effected as I am not sleeping and feeling extremely stressed and very anxious.

I cannot understand that as a seller for the last 17 years am being treated like this as I have a 99% feedback which most of the time over the last 17 years has been 100%. Also my metrics do not show that I am a dishonest Seller with 16000+ orders and only a handful of problems?

I would very very much appreciate it if someone could intervene and allow my listings to be reactivated and release my funds so as my business does not suffer anymore and collapse.

Yours Faithfully
M.Smith

1.5K views
138 replies
Tags:ASIN, Fees, Listings, Pricing
10
Reply
user profile
Seller_cJwn6ojCbngum

Account Suspended Help Appreciated

I have been a loyal and honest buyer and seller on Amazon for 17 years, since the launch of Amazon Marketplace.

My business has grown from just myself at the beginning to now 3 generations of my family involved plus additional staff at Christmas.

Last year we had 16000+ orders and only a few problems.

I am in the process of having a nightmare with my account under review it stated on 27/1/20, I sent my Plan of Action on the 28/1/20.
I then received an email on 8/2/20 stating my plan was not sufficient so sent an updated plan on the 10/2/20.
On the 20/2/20 my funds were showing in my bank account so assumed that as they had been released that the review was over.
Then the following day on 21/2/20 received an email stating that my account had been temporarily deactivated as seller performance had not received my revised Plan of Action sent on 10/2/20?
At this point I was completely baffled and rang seller support but was told all I could do was appeal which I have done.
I heard back on the 27/2/20 saying We received your submission but do not have enough information to reactivate your account at this time.
I sent my appeal on the 1/3/20 but have not heard anything back as yet?

If someone would please help me as the original four ASIN’s mentioned as Inauthentic are not actually authentic complaints as such-

B00005QDYV-

Original complaint was wrong item was sent but was in fact incorrect item ordered.

B00005V9OR-

Buyers only comment was counterfeit and the order was returned but was not even opened and still sealed so unsure how it was found to be counterfeit, also I have sold 8 copies in the last 6 months all from the same batch and this was the only problem?

B000E83SRU-
B0034G5R5A-

Both these were actually used sold as new complaints and were refunded but neither were returned so the buyers received free orders.

I am now at the end of my tether and am going to see my doctor as my health is being effected as I am not sleeping and feeling extremely stressed and very anxious.

I cannot understand that as a seller for the last 17 years am being treated like this as I have a 99% feedback which most of the time over the last 17 years has been 100%. Also my metrics do not show that I am a dishonest Seller with 16000+ orders and only a handful of problems?

I would very very much appreciate it if someone could intervene and allow my listings to be reactivated and release my funds so as my business does not suffer anymore and collapse.

Yours Faithfully
M.Smith

Tags:ASIN, Fees, Listings, Pricing
10
1.5K views
138 replies
Reply
user profile

Account Suspended Help Appreciated

by Seller_cJwn6ojCbngum

I have been a loyal and honest buyer and seller on Amazon for 17 years, since the launch of Amazon Marketplace.

My business has grown from just myself at the beginning to now 3 generations of my family involved plus additional staff at Christmas.

Last year we had 16000+ orders and only a few problems.

I am in the process of having a nightmare with my account under review it stated on 27/1/20, I sent my Plan of Action on the 28/1/20.
I then received an email on 8/2/20 stating my plan was not sufficient so sent an updated plan on the 10/2/20.
On the 20/2/20 my funds were showing in my bank account so assumed that as they had been released that the review was over.
Then the following day on 21/2/20 received an email stating that my account had been temporarily deactivated as seller performance had not received my revised Plan of Action sent on 10/2/20?
At this point I was completely baffled and rang seller support but was told all I could do was appeal which I have done.
I heard back on the 27/2/20 saying We received your submission but do not have enough information to reactivate your account at this time.
I sent my appeal on the 1/3/20 but have not heard anything back as yet?

If someone would please help me as the original four ASIN’s mentioned as Inauthentic are not actually authentic complaints as such-

B00005QDYV-

Original complaint was wrong item was sent but was in fact incorrect item ordered.

B00005V9OR-

Buyers only comment was counterfeit and the order was returned but was not even opened and still sealed so unsure how it was found to be counterfeit, also I have sold 8 copies in the last 6 months all from the same batch and this was the only problem?

B000E83SRU-
B0034G5R5A-

Both these were actually used sold as new complaints and were refunded but neither were returned so the buyers received free orders.

I am now at the end of my tether and am going to see my doctor as my health is being effected as I am not sleeping and feeling extremely stressed and very anxious.

I cannot understand that as a seller for the last 17 years am being treated like this as I have a 99% feedback which most of the time over the last 17 years has been 100%. Also my metrics do not show that I am a dishonest Seller with 16000+ orders and only a handful of problems?

I would very very much appreciate it if someone could intervene and allow my listings to be reactivated and release my funds so as my business does not suffer anymore and collapse.

Yours Faithfully
M.Smith

Tags:ASIN, Fees, Listings, Pricing
10
1.5K views
138 replies
Reply
138 replies
138 replies
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user profile
Seller_N1kkDZU48hTBX

Hi,
Welcome to the forums. These kind of posts are frequent and the best way to get some help is to produce/post the email from Amazon and the Plan Of Action, (POA) that you submitted.

This way the forum members can see it and then advise.

Regards
Mike

10
user profile
Seller_cJwn6ojCbngum

Hi Mike,

Appreciate the advise and below are email from Amazon and my Plan of Action-

Hello, We received your submission but do not have enough information to reactivate your account at this time. Please send the following information: 1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: B00005QDYV, B00005V9OR, B000E83SRU --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. – These documents should include buyer information, including name, phone number, address, and website. --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. 2) An updated plan of action that explains: – Greater detail on the root cause(s) that led to the complaints about the authenticity of your items. – Greater detail on the actions you have taken to resolve 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. 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 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 your account may be deactivated. We’re here to help You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560). You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely, Seller Performance Team https://www.amazon.co.uk

Plan of Action-

1 March 2020 15:18 GMT
Additional information
Thank you for providing us with the opportunity to appeal our
account’s review due to authenticity issues.

We understand that Amazon takes concerns regarding the condition
of merchandise very seriously and we would like to share with
you our plan of action, which addresses the issue and measures
to prevent it from happening again.

The root cause of the complaints:

Amazon was concerned about the authenticity of ASINs: B00005QDYV
B00005V9OR B000E83SRU B0034G5R5A

  • Over the last few months I have had four customers express concerns regarding the authenticity of their orders.
    I failed to properly address these issues in a professional and timely manner.

  • Due to my lack of expertise in sourcing stock from retailers who are unable to provide me with valid invoices
    or proof of condition is not an acceptable way to acquire inventory.

  • After carefully reviewing my entire account, all orders received for the ASINs: B00005QDYV B00005V9OR
    B000E83SRU, 0034G5R5A reading my seller feedbacks, product reviews, checking the A-Z claims and returns
    comments, I determined that the complaints were caused by insufficient checks on receipt of stock, also checks
    of packaging and importantly any seals whilst picking, packing and despatch of orders.

Actions taken to resolve the complaints:

  • All customer messages have been answered and I have authorised all return requests for the
    ASINs: B00005QDYV B00005V9OR B000E83SRU, B0034G5R5A carefully inspected all returned merchandise and refunded
    the buyers and any concerns resolved to the maximum customer satisfaction.

  • I have personally checked all my remaining inventory for the ASINs: B00005QDYV B00005V9OR B000E83SRU B0034G5R5A
    and discarded any units with authenticity problems or have damaged seals and packaging.

  • I have instigated a double check system whereas after picking and prior to packing and despatch a second member
    of staff checks the order and importantly the packaging and any seals on the product.

  • We have reviewed all Amazon policies and guidelines, especially the ones regarding the sale of counterfeit
    items and will from now on strictly abide by them-

https://sellercentral.amazon.co.uk/gp/help/521/ref=ag_521_cont_200370560

https://sellercentral-europe.amazon.com/gp/help/201165970/ref=ag_201165970_cont_521

  • All listings, which condition could not be verified with valid
    invoices or receipts meeting Amazon’s requirements have been completely deleted from my inventory and will not
    be listed again.

Steps taken to prevent similar complaints in the future:

  • All inventory will be sourced from reliable sources, either from
    manufacturers or from authorised distributors, who will be able
    to provide me with valid invoices which will meet Amazon’s requirements.

  • All items will be thoroughly inspected upon receipt to review
    condition and preventative measures are in place to ensure there
    are no defects such as the seals are intact and there is no damage
    to the outer packaging, which could lead to customer complaints.

  • We have split our goods in area into two separate sections one for new and one for used items and will keep
    both conditions completely separate. When the goods in process is complete both conditions will be stored in
    separate areas of the warehouse.

-We are now only listing items that are very good or above in used conditions. Any stock that does not reach that
condition is now being given to charity Oxfam Donor ID 70069074 and also BHF gift aid Donor ID 3375972.

  • All inventory is stored in a dry accessible warehouse and stock
    checked for quantity and inspected for condition on a regular basis
    to ensure that all customers receive them in a 100% perfect state.

  • Before adding any new items for sale on Amazon, we will
    verify both authenticity and that they match entirely to the
    colour, description and other details on the Amazon product page.
    Any inaccuracies will be resolved by updating the listing and fixing
    the incorrect information.

  • I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit. We are now using a much tougher jiffy bag giving much more robust protection in the post for all our orders from packaging2buy.co.uk.

  • I will regularly check all communications from buyers so I
    can understand any issues and trends of items being returned.

  • We will regularly review the Amazon guidelines and policies
    to make sure that we are not in violation of any of the rules.

We believe that our appeal sufficiently addresses the issues
and thank you for taking the time to review my appeal.

These action steps will help me provide Amazon customers
with the best possible service.

I have been an honest, loyal and happy seller on Amazon for
the last 17 years.

My feedback of 99% reflects how seriously I take my Amazon business
with 33000+ orders amounting to £ over the last 2 years.

If you could please check my performance over time you will see my
metrics are in excellent order with all well under the Amazon guidelines and I am committed to make this right.

I will serve the customers of Amazon to the highest possible standard
as outlined in this appeal.

Please let me know if you need any further information in your review
of my account.

Attached are four invoices that relate to the four ASINs in Question-

B00005QDYV- Fast & Furious CD, third item down on invoice PMD43.

B00005V9OR- PaRappa The Rapper 2 PS2, 7th item down on invoice 50429.

B000E83SRU- Outrun 2006 Coast 2 Coast Xbox, 5th item down on invoice 50658.

B0034G5R5A- 3D Dot Game Heroes PS3, 8th item down on invoice 50833.

00
user profile
Seller_1RFrsE62cEVrO

What is your defect rate for your orders on your metrics ?

00
user profile
Seller_24DC2BHgXomKG

Its things like these that make me highly question the future of selling on amazon. Basically random suspensions / bans for completely unjustified reasons. You’re stats are likely in the top 5% of sellers but some random algorithm throws your account under the bus and then its literally impossible to get any human to look into it properly.

I recently had an issue where I couldn’t get into any of my amazon accounts due to them finding “suspicious” activity on my account - it only get resolved after I sent an email to jeff - I’d suggest doing that because it seems the only way to get an actual human being to look into things is going straight to the top otherwise its just bots and automated pre filled responses every time

50
user profile
Seller_cJwn6ojCbngum

I have actually done this and discarded any stock with inauthentic problems even though I know it is 100% authentic.

10
user profile
Seller_24DC2BHgXomKG

Jeff Bezos lol also I’m sure the OP did not have in-authentic items - he’s just saying he’ll remove the ASIN that had issues and check them etc etc to try and pacify amazon and get his account reinstated. Do we really think a guy, selling on the platform for 17 years with basically perfect metrics is going to be selling counterfeit stock? Of course not. Customers will say anything to justify a return and escape return postage costs.

I’ve had tablets returned to me (sold via FBA) well over a year after purchase with the screen smashed to bits and the return reason was “weak glass”. Amazon treat customers like gods even if they are clearly scammers or people simply providing excuses in order to be allowed a free return. The fact a seller with a defect rate of well below 1% and perfect feedback has his account suspended just shows how laughable amazon is becoming for sellers.

110
user profile
Seller_cJwn6ojCbngum

Thank you so much snowmansales1 very much appreciate what you are saying.

I think that after 17 years I would not jeopardize my account and am not some sort of fly by night cowboy trying to make a quick buck…

00
user profile
Seller_N1kkDZU48hTBX

Hi,
Welcome to the forums. These kind of posts are frequent and the best way to get some help is to produce/post the email from Amazon and the Plan Of Action, (POA) that you submitted.

This way the forum members can see it and then advise.

Regards
Mike

10
user profile
Seller_N1kkDZU48hTBX

Hi,
Welcome to the forums. These kind of posts are frequent and the best way to get some help is to produce/post the email from Amazon and the Plan Of Action, (POA) that you submitted.

This way the forum members can see it and then advise.

Regards
Mike

10
Reply
user profile
Seller_cJwn6ojCbngum

Hi Mike,

Appreciate the advise and below are email from Amazon and my Plan of Action-

Hello, We received your submission but do not have enough information to reactivate your account at this time. Please send the following information: 1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: B00005QDYV, B00005V9OR, B000E83SRU --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. – These documents should include buyer information, including name, phone number, address, and website. --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. 2) An updated plan of action that explains: – Greater detail on the root cause(s) that led to the complaints about the authenticity of your items. – Greater detail on the actions you have taken to resolve 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. 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 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 your account may be deactivated. We’re here to help You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560). You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely, Seller Performance Team https://www.amazon.co.uk

Plan of Action-

1 March 2020 15:18 GMT
Additional information
Thank you for providing us with the opportunity to appeal our
account’s review due to authenticity issues.

We understand that Amazon takes concerns regarding the condition
of merchandise very seriously and we would like to share with
you our plan of action, which addresses the issue and measures
to prevent it from happening again.

The root cause of the complaints:

Amazon was concerned about the authenticity of ASINs: B00005QDYV
B00005V9OR B000E83SRU B0034G5R5A

  • Over the last few months I have had four customers express concerns regarding the authenticity of their orders.
    I failed to properly address these issues in a professional and timely manner.

  • Due to my lack of expertise in sourcing stock from retailers who are unable to provide me with valid invoices
    or proof of condition is not an acceptable way to acquire inventory.

  • After carefully reviewing my entire account, all orders received for the ASINs: B00005QDYV B00005V9OR
    B000E83SRU, 0034G5R5A reading my seller feedbacks, product reviews, checking the A-Z claims and returns
    comments, I determined that the complaints were caused by insufficient checks on receipt of stock, also checks
    of packaging and importantly any seals whilst picking, packing and despatch of orders.

Actions taken to resolve the complaints:

  • All customer messages have been answered and I have authorised all return requests for the
    ASINs: B00005QDYV B00005V9OR B000E83SRU, B0034G5R5A carefully inspected all returned merchandise and refunded
    the buyers and any concerns resolved to the maximum customer satisfaction.

  • I have personally checked all my remaining inventory for the ASINs: B00005QDYV B00005V9OR B000E83SRU B0034G5R5A
    and discarded any units with authenticity problems or have damaged seals and packaging.

  • I have instigated a double check system whereas after picking and prior to packing and despatch a second member
    of staff checks the order and importantly the packaging and any seals on the product.

  • We have reviewed all Amazon policies and guidelines, especially the ones regarding the sale of counterfeit
    items and will from now on strictly abide by them-

https://sellercentral.amazon.co.uk/gp/help/521/ref=ag_521_cont_200370560

https://sellercentral-europe.amazon.com/gp/help/201165970/ref=ag_201165970_cont_521

  • All listings, which condition could not be verified with valid
    invoices or receipts meeting Amazon’s requirements have been completely deleted from my inventory and will not
    be listed again.

Steps taken to prevent similar complaints in the future:

  • All inventory will be sourced from reliable sources, either from
    manufacturers or from authorised distributors, who will be able
    to provide me with valid invoices which will meet Amazon’s requirements.

  • All items will be thoroughly inspected upon receipt to review
    condition and preventative measures are in place to ensure there
    are no defects such as the seals are intact and there is no damage
    to the outer packaging, which could lead to customer complaints.

  • We have split our goods in area into two separate sections one for new and one for used items and will keep
    both conditions completely separate. When the goods in process is complete both conditions will be stored in
    separate areas of the warehouse.

-We are now only listing items that are very good or above in used conditions. Any stock that does not reach that
condition is now being given to charity Oxfam Donor ID 70069074 and also BHF gift aid Donor ID 3375972.

  • All inventory is stored in a dry accessible warehouse and stock
    checked for quantity and inspected for condition on a regular basis
    to ensure that all customers receive them in a 100% perfect state.

  • Before adding any new items for sale on Amazon, we will
    verify both authenticity and that they match entirely to the
    colour, description and other details on the Amazon product page.
    Any inaccuracies will be resolved by updating the listing and fixing
    the incorrect information.

  • I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit. We are now using a much tougher jiffy bag giving much more robust protection in the post for all our orders from packaging2buy.co.uk.

  • I will regularly check all communications from buyers so I
    can understand any issues and trends of items being returned.

  • We will regularly review the Amazon guidelines and policies
    to make sure that we are not in violation of any of the rules.

We believe that our appeal sufficiently addresses the issues
and thank you for taking the time to review my appeal.

These action steps will help me provide Amazon customers
with the best possible service.

I have been an honest, loyal and happy seller on Amazon for
the last 17 years.

My feedback of 99% reflects how seriously I take my Amazon business
with 33000+ orders amounting to £ over the last 2 years.

If you could please check my performance over time you will see my
metrics are in excellent order with all well under the Amazon guidelines and I am committed to make this right.

I will serve the customers of Amazon to the highest possible standard
as outlined in this appeal.

Please let me know if you need any further information in your review
of my account.

Attached are four invoices that relate to the four ASINs in Question-

B00005QDYV- Fast & Furious CD, third item down on invoice PMD43.

B00005V9OR- PaRappa The Rapper 2 PS2, 7th item down on invoice 50429.

B000E83SRU- Outrun 2006 Coast 2 Coast Xbox, 5th item down on invoice 50658.

B0034G5R5A- 3D Dot Game Heroes PS3, 8th item down on invoice 50833.

00
user profile
Seller_cJwn6ojCbngum

Hi Mike,

Appreciate the advise and below are email from Amazon and my Plan of Action-

Hello, We received your submission but do not have enough information to reactivate your account at this time. Please send the following information: 1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: B00005QDYV, B00005V9OR, B000E83SRU --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. – These documents should include buyer information, including name, phone number, address, and website. --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. 2) An updated plan of action that explains: – Greater detail on the root cause(s) that led to the complaints about the authenticity of your items. – Greater detail on the actions you have taken to resolve 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. 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 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 your account may be deactivated. We’re here to help You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560). You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely, Seller Performance Team https://www.amazon.co.uk

Plan of Action-

1 March 2020 15:18 GMT
Additional information
Thank you for providing us with the opportunity to appeal our
account’s review due to authenticity issues.

We understand that Amazon takes concerns regarding the condition
of merchandise very seriously and we would like to share with
you our plan of action, which addresses the issue and measures
to prevent it from happening again.

The root cause of the complaints:

Amazon was concerned about the authenticity of ASINs: B00005QDYV
B00005V9OR B000E83SRU B0034G5R5A

  • Over the last few months I have had four customers express concerns regarding the authenticity of their orders.
    I failed to properly address these issues in a professional and timely manner.

  • Due to my lack of expertise in sourcing stock from retailers who are unable to provide me with valid invoices
    or proof of condition is not an acceptable way to acquire inventory.

  • After carefully reviewing my entire account, all orders received for the ASINs: B00005QDYV B00005V9OR
    B000E83SRU, 0034G5R5A reading my seller feedbacks, product reviews, checking the A-Z claims and returns
    comments, I determined that the complaints were caused by insufficient checks on receipt of stock, also checks
    of packaging and importantly any seals whilst picking, packing and despatch of orders.

Actions taken to resolve the complaints:

  • All customer messages have been answered and I have authorised all return requests for the
    ASINs: B00005QDYV B00005V9OR B000E83SRU, B0034G5R5A carefully inspected all returned merchandise and refunded
    the buyers and any concerns resolved to the maximum customer satisfaction.

  • I have personally checked all my remaining inventory for the ASINs: B00005QDYV B00005V9OR B000E83SRU B0034G5R5A
    and discarded any units with authenticity problems or have damaged seals and packaging.

  • I have instigated a double check system whereas after picking and prior to packing and despatch a second member
    of staff checks the order and importantly the packaging and any seals on the product.

  • We have reviewed all Amazon policies and guidelines, especially the ones regarding the sale of counterfeit
    items and will from now on strictly abide by them-

https://sellercentral.amazon.co.uk/gp/help/521/ref=ag_521_cont_200370560

https://sellercentral-europe.amazon.com/gp/help/201165970/ref=ag_201165970_cont_521

  • All listings, which condition could not be verified with valid
    invoices or receipts meeting Amazon’s requirements have been completely deleted from my inventory and will not
    be listed again.

Steps taken to prevent similar complaints in the future:

  • All inventory will be sourced from reliable sources, either from
    manufacturers or from authorised distributors, who will be able
    to provide me with valid invoices which will meet Amazon’s requirements.

  • All items will be thoroughly inspected upon receipt to review
    condition and preventative measures are in place to ensure there
    are no defects such as the seals are intact and there is no damage
    to the outer packaging, which could lead to customer complaints.

  • We have split our goods in area into two separate sections one for new and one for used items and will keep
    both conditions completely separate. When the goods in process is complete both conditions will be stored in
    separate areas of the warehouse.

-We are now only listing items that are very good or above in used conditions. Any stock that does not reach that
condition is now being given to charity Oxfam Donor ID 70069074 and also BHF gift aid Donor ID 3375972.

  • All inventory is stored in a dry accessible warehouse and stock
    checked for quantity and inspected for condition on a regular basis
    to ensure that all customers receive them in a 100% perfect state.

  • Before adding any new items for sale on Amazon, we will
    verify both authenticity and that they match entirely to the
    colour, description and other details on the Amazon product page.
    Any inaccuracies will be resolved by updating the listing and fixing
    the incorrect information.

  • I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit. We are now using a much tougher jiffy bag giving much more robust protection in the post for all our orders from packaging2buy.co.uk.

  • I will regularly check all communications from buyers so I
    can understand any issues and trends of items being returned.

  • We will regularly review the Amazon guidelines and policies
    to make sure that we are not in violation of any of the rules.

We believe that our appeal sufficiently addresses the issues
and thank you for taking the time to review my appeal.

These action steps will help me provide Amazon customers
with the best possible service.

I have been an honest, loyal and happy seller on Amazon for
the last 17 years.

My feedback of 99% reflects how seriously I take my Amazon business
with 33000+ orders amounting to £ over the last 2 years.

If you could please check my performance over time you will see my
metrics are in excellent order with all well under the Amazon guidelines and I am committed to make this right.

I will serve the customers of Amazon to the highest possible standard
as outlined in this appeal.

Please let me know if you need any further information in your review
of my account.

Attached are four invoices that relate to the four ASINs in Question-

B00005QDYV- Fast & Furious CD, third item down on invoice PMD43.

B00005V9OR- PaRappa The Rapper 2 PS2, 7th item down on invoice 50429.

B000E83SRU- Outrun 2006 Coast 2 Coast Xbox, 5th item down on invoice 50658.

B0034G5R5A- 3D Dot Game Heroes PS3, 8th item down on invoice 50833.

00
Reply
user profile
Seller_1RFrsE62cEVrO

What is your defect rate for your orders on your metrics ?

00
user profile
Seller_1RFrsE62cEVrO

What is your defect rate for your orders on your metrics ?

00
Reply
user profile
Seller_24DC2BHgXomKG

Its things like these that make me highly question the future of selling on amazon. Basically random suspensions / bans for completely unjustified reasons. You’re stats are likely in the top 5% of sellers but some random algorithm throws your account under the bus and then its literally impossible to get any human to look into it properly.

I recently had an issue where I couldn’t get into any of my amazon accounts due to them finding “suspicious” activity on my account - it only get resolved after I sent an email to jeff - I’d suggest doing that because it seems the only way to get an actual human being to look into things is going straight to the top otherwise its just bots and automated pre filled responses every time

50
user profile
Seller_24DC2BHgXomKG

Its things like these that make me highly question the future of selling on amazon. Basically random suspensions / bans for completely unjustified reasons. You’re stats are likely in the top 5% of sellers but some random algorithm throws your account under the bus and then its literally impossible to get any human to look into it properly.

I recently had an issue where I couldn’t get into any of my amazon accounts due to them finding “suspicious” activity on my account - it only get resolved after I sent an email to jeff - I’d suggest doing that because it seems the only way to get an actual human being to look into things is going straight to the top otherwise its just bots and automated pre filled responses every time

50
Reply
user profile
Seller_cJwn6ojCbngum

I have actually done this and discarded any stock with inauthentic problems even though I know it is 100% authentic.

10
user profile
Seller_cJwn6ojCbngum

I have actually done this and discarded any stock with inauthentic problems even though I know it is 100% authentic.

10
Reply
user profile
Seller_24DC2BHgXomKG

Jeff Bezos lol also I’m sure the OP did not have in-authentic items - he’s just saying he’ll remove the ASIN that had issues and check them etc etc to try and pacify amazon and get his account reinstated. Do we really think a guy, selling on the platform for 17 years with basically perfect metrics is going to be selling counterfeit stock? Of course not. Customers will say anything to justify a return and escape return postage costs.

I’ve had tablets returned to me (sold via FBA) well over a year after purchase with the screen smashed to bits and the return reason was “weak glass”. Amazon treat customers like gods even if they are clearly scammers or people simply providing excuses in order to be allowed a free return. The fact a seller with a defect rate of well below 1% and perfect feedback has his account suspended just shows how laughable amazon is becoming for sellers.

110
user profile
Seller_24DC2BHgXomKG

Jeff Bezos lol also I’m sure the OP did not have in-authentic items - he’s just saying he’ll remove the ASIN that had issues and check them etc etc to try and pacify amazon and get his account reinstated. Do we really think a guy, selling on the platform for 17 years with basically perfect metrics is going to be selling counterfeit stock? Of course not. Customers will say anything to justify a return and escape return postage costs.

I’ve had tablets returned to me (sold via FBA) well over a year after purchase with the screen smashed to bits and the return reason was “weak glass”. Amazon treat customers like gods even if they are clearly scammers or people simply providing excuses in order to be allowed a free return. The fact a seller with a defect rate of well below 1% and perfect feedback has his account suspended just shows how laughable amazon is becoming for sellers.

110
Reply
user profile
Seller_cJwn6ojCbngum

Thank you so much snowmansales1 very much appreciate what you are saying.

I think that after 17 years I would not jeopardize my account and am not some sort of fly by night cowboy trying to make a quick buck…

00
user profile
Seller_cJwn6ojCbngum

Thank you so much snowmansales1 very much appreciate what you are saying.

I think that after 17 years I would not jeopardize my account and am not some sort of fly by night cowboy trying to make a quick buck…

00
Reply