Seller Account Deactivated
Greeting everyone,
I hope you can give me an advice of what I could possible do.
Last week I’ve submitted an invoice and got my account deactivated straight away. Here is the reason:
You have supplied documentation to Amazon which appears to be forged or manipulated. We previously requested these documents from you to address concerns about your account. All requested documents must be authentic and unaltered.
I’ve sent them message to the ‘Handmade Integrity Team’, they have replied with the following:
You have not provided sufficient information to reactivate your account.
We may not reply to further emails about this issue. For privacy reasons, we do not provide details about our investigation methods.
After, I’ve sent details information of what has happened, but they are not replying… what should I do?
Dear Sir/Madam,
The root cause that led to the issue.
According to Amazon Policies, forged or manipulated document is the document, which has been modified in any shape or form. Apart of myself and my wife, nobody has an access to the files/invoices/accounts, thus I have spoken to my partner about the incident.
Upon all the checks, we have come to the conclusion that the ‘manipulation’ might be caused by converting the PDF file into Word Document and back to PDF, when submitting it to you.
Why would we convert the invoice to PDF? It’s due to the fact that it allows us to export the information from the invoice to Microsoft Excel, where we keep all our accounts for the TAX purpose. This allows us to safe time, when submitting self-assessment tax form.
Before any conversion, we request approval to sell certain brands on Amazon Platform and send any required documents. When requesting to sell Paw Patrol Branded Items, Amazon automatically approved our application and no evidence were required. Therefore we have converted the document as per above, so that we can use it for Microsoft Word/Excel.
I confirm that myself and my wife were not aware that we are breaching Amazon Policy by submitting the document, which has been converted.
Based on the above, we should NOT have submitted the document, as it’s against Amazon Policy.
Action Plan
_Amazon has requested a plan of what we will be doing to avoid this in the future. _
a) Keep all invoices in its original form, so that we can send it to Amazon upon request
b) We should not perform any manipulation with the documents provided by the distributors, whether it’s conversion to other formats, name change or anything else
c) We have removed all the documents from our archive that has been manipulated in any shape or form, including the name change
We obey to all Amazon policies and provided Amazon with all the documentation before. I am sorry we have failed and I really hope for your understanding and proceed with re-activating our account.
I’ll be more than happy to provide you with any further information.
What am I doing wrong and how to get a reply from them?
Thank you in advance.
Seller Account Deactivated
Greeting everyone,
I hope you can give me an advice of what I could possible do.
Last week I’ve submitted an invoice and got my account deactivated straight away. Here is the reason:
You have supplied documentation to Amazon which appears to be forged or manipulated. We previously requested these documents from you to address concerns about your account. All requested documents must be authentic and unaltered.
I’ve sent them message to the ‘Handmade Integrity Team’, they have replied with the following:
You have not provided sufficient information to reactivate your account.
We may not reply to further emails about this issue. For privacy reasons, we do not provide details about our investigation methods.
After, I’ve sent details information of what has happened, but they are not replying… what should I do?
Dear Sir/Madam,
The root cause that led to the issue.
According to Amazon Policies, forged or manipulated document is the document, which has been modified in any shape or form. Apart of myself and my wife, nobody has an access to the files/invoices/accounts, thus I have spoken to my partner about the incident.
Upon all the checks, we have come to the conclusion that the ‘manipulation’ might be caused by converting the PDF file into Word Document and back to PDF, when submitting it to you.
Why would we convert the invoice to PDF? It’s due to the fact that it allows us to export the information from the invoice to Microsoft Excel, where we keep all our accounts for the TAX purpose. This allows us to safe time, when submitting self-assessment tax form.
Before any conversion, we request approval to sell certain brands on Amazon Platform and send any required documents. When requesting to sell Paw Patrol Branded Items, Amazon automatically approved our application and no evidence were required. Therefore we have converted the document as per above, so that we can use it for Microsoft Word/Excel.
I confirm that myself and my wife were not aware that we are breaching Amazon Policy by submitting the document, which has been converted.
Based on the above, we should NOT have submitted the document, as it’s against Amazon Policy.
Action Plan
_Amazon has requested a plan of what we will be doing to avoid this in the future. _
a) Keep all invoices in its original form, so that we can send it to Amazon upon request
b) We should not perform any manipulation with the documents provided by the distributors, whether it’s conversion to other formats, name change or anything else
c) We have removed all the documents from our archive that has been manipulated in any shape or form, including the name change
We obey to all Amazon policies and provided Amazon with all the documentation before. I am sorry we have failed and I really hope for your understanding and proceed with re-activating our account.
I’ll be more than happy to provide you with any further information.
What am I doing wrong and how to get a reply from them?
Thank you in advance.
8 replies
Seller_ae51e0CJoHqCX
This is really a tough one because it appears Amazon have concerns over something else which has led to them asking for an invoice to check the issue.
The invoice as far as they are concerned has come across to Amazon that you are concealing something and sending false records to cover your tracks.
I don’t know enough about you or your account to make any judgement but just stating what it looks like from a 3rd person perspective.
I don’t know whether my advice will help but if you have the opportunity to appeal then make sure you address both the issues that Amazon appear to have. If you have done anything that may have breached policy, then you need to be open to them about this and address the issue.
Anything that will be seen as trying to circumvent an Amazon policy or investigation will be difficult to resolve.
Seller_NoMNQDGnEW5Bx
Where did you buy the items from and did you not have the original pdf to send out?
I’ll be honest that your poa doesn’t really make sense like you talk about changing names and things
Seller_7VbclcPFFRTnc
was the invoice made out to you directly rather than your company name - and you’ve changed it ?
Seller_77IcbQKVGdZo0
This is normal I have been approved for years to sell and list Paw Patrol branded items. I have never required to give an invoice to get approval for this brand but have for other character branded items.
I don’t understand this. Yes you may convert the invoice to Microsoft Excel but why convert it back again? Surely you would just have sent Amazon the exact invoice you got from the supplier. This would be an electronic invoice or a scanned invoice.
Did you change the name on the invoice? If so that is most likely to be manipulation in Amazon’s eyes. You do know they sometimes contact the person who raised the invoice to check the invoice is authentic, this may have failed a check that Amazon did with your supplier.
