My account was deactivated 1 year ago and I can't solve it
Good morning, I’m desperate because my account was deactivated a year ago and I can’t solve the problem, I need a little help please.
I have sent invoices, authorization letter from my provider, a good appeal plan but they always close my appeal with no response.
This is the message that I received in my performance notifications:
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.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.
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.
ASIN: XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX
Sincerely,
Seller Performance Team
https://www.amazon.co.uk
My account was deactivated 1 year ago and I can't solve it
Good morning, I’m desperate because my account was deactivated a year ago and I can’t solve the problem, I need a little help please.
I have sent invoices, authorization letter from my provider, a good appeal plan but they always close my appeal with no response.
This is the message that I received in my performance notifications:
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.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.
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.
ASIN: XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX
Sincerely,
Seller Performance Team
https://www.amazon.co.uk
0 replies
Seller_7VbclcPFFRTnc
so can you provide more information -
was this the amazon random 3 asin check for new sellers or did you receive complaints from a brand owner?
Did you provide full invoices to show that you products were genuine or were they till receipts ?
Did your product have an EAN number - did it match the EAN number on the listing ?
Did your product have a Brand - did it match the Brand on the listing ?
Were you authorised to sell the product in question by the Brand owner?
if you can answer those questions we may be able to see why your poa wasn’t accepted
Seller_BS5lg2keRs2QO
From a previous post you said:
"I have one question, at the beggining, i was a really newbie seller, with normal account. My initial idea was to add the listing, if someone is interested, then i was going to buy it to my provider, because the delivery time is really fast.
The other problem is, one buyer, bought this product, and my provider was sleeping, so i bought it on eBay, and then i sent it to this buyer.
In the appeal, i wrote in Preventive Measures, i never more will buy it on eBay, i will buy to my provider, with legal invoices (never more ebay tickets) and also i will have stock before add the listing to my inventary. but it seems they don’t care about it…
Do you think i will never more can get back my account if i only have a ticker from ebay? What should i do ? Should i upload the good plan of action with the ebay ticket?"
If that is still the reason your account is suspended then you’ll need to share what you told them in your appeal.
Seller_LGcFRUwJdg45L
Hello @Improve_myself,
From your post I understand that your account have been taken down for authenticity issue and you need recommendation to reactivate the account.
The invoice and the action plan are thoroughly checked and if anyone is not according to the policy then the appeal will be rejected.
As you have stated that you have shared the invoice with them, kindly check if the below points are there in the invoices or not:
- Invoices issued in the last 365 days
- Reflect sales volume during the last 365 days.
- Include contact information for supplier AND buyer, including name, phone number, address, and website
- File formats must meet either .pdf, .jpg, .png, or .gif files
- These documents must be authentic and unaltered.
If the invoice are meeting the requirement and still it has been rejected, the reason will be shared to you by the concerned team through the performance notification. So kindly check for that email.
For the action plan you have shared to the performance team, kindly share the same here so that we can help you in that.
Good Luck,
Dhoni
Seller_PUgTge8LPB8FY
Does this relate to the thread you opened last June?
Seller_5CZPU1DwdUR3G
Good morning, you have closed my appeal again without any response, I really don’t know what else to do … Please, I beg someone to help me. This is the appeal that I wrote yesterday.
18 February 2021 14:20 CET
Additional information
Good morning dear Amazon team.We have recognized the problem for which our account has been deactivated and I would like how we have solved it. Also how to prevent these from appearing in the future.
Misstakes found:
1.- They suspect the authenticity of the following products:ASIN: XXXXXXXXX XXXXXXXXX XXXXXXXXX
2.- Our inventory does not match the actual stock of products
3.- Our supply chain was not adequate
4.- We had no invoices, only purchase tickets
5.- We did not have a letter of authorizationThese are the steps we have taken to solve the problem:
1.- We have eliminated the affected products from our inventory, we have also eliminated the rest of the products to re-create the lists correctly.
2.- We have placed a new order for products to our new supply chain to have stock in advance.
3.- We have looked for a new supply chain, we have tried to use the product and contact the manufacturer to verify the authenticity of these.
4.- We have asked our supplier for the purchase invoice. We have paid the customs services and the corresponding taxes.
5.- We have requested a letter of authorization from our new supply chain, where they authorize us to sell and recognize us as a seller worker.These are the steps we have taken so that you do not doubt the authenticity of our products again:
1.- Check that the supply chain is authentic and safe.
2.- Ask for a letter of authorization if we do not own the brand, before selling the products.
3.- Ask for purchase invoices to have a backup of all our movements.
4.- Try to buy products as far as possible directly from the manufacturer, if this is not possible, look for a direct wholesaler.Contact information for our authorized provider
- Company name: XXXXXXXXX
- Identification number: XXXXXXXXX
- Contact name: XXXXXXXXX
- Contact email: XXXXXXXXX
- Phone number: XXXXXXXXX
Sincerely,
XXXXXXXXX
Thanks in advance
Seller_5CZPU1DwdUR3G
Hello, again my appeal has been closed without any response, I have created a ticket to ask about my appeal and they have limited myself to sending the performance notifications without saying what can go wrong to try to do better = (
This is my last appeal:
19 February 2021 16:41 CET
Additional information
Good day dear Amazon team.The root cause why our seller account has been disabled has been to sell on Amazon without first knowing how everything works. Next, we will break down and explain the problems detected, how we have solved them and how we will prevent them from happening again
- Issues detected in the root cause
• We did not have a letter of authorization to sell the products with the ASIN: XXXXXXX, XXXXXXX, XXXXXXX
• Our supply chain was not adequate because it could not deliver invoices or authorization letter to sell its products.
• Our product listings were not created correctly. Information was missing and the correct SKU code and our quantity of listed products did not match our actual stock of products.
- Corrective Measures
• We have removed the ASIN XXXXXXX, XXXXXXX, XXXXXXX and all products from our inventory, because we did not have a letter of authorization when we created the listings. We have also verified that our old supplier’s products are genuine by calling the manufacturer.
• We have looked for a new supply chain that has a letter of authorization from the manufacturer. We have gotten the supplier to authorize us and recognize us as direct sellers of their company. We have placed an order to verify the invoice, the condition and the authenticity of the products. We have verified it by calling the manufacturer to make sure it is authentic.
• There are no longer incorrectly created products in our inventory because we have removed them.
- Preventive Measures
• Before selling a new product we will verify that this product complies with the program policies, we will request a letter of authorization from the manufacturer. We will ensure that the supply chain is authentic. And we will get an authorization letter if we are not the brand owner. https://sellercentral.amazon.co.uk/gp/help/help.html/ref=xx_help_foot_xx?itemID=521
• We will make sure to have a letter of authorization or to be the owners of the brand3.- Ask for purchase invoices to have a backup of all our movements.
• We will check several times before creating a list, that everything is correct and that the number of products available matches our actual stock of invoices.Supplier information
• Company name: XXXXXXX
• Contact name: XXXXXXX
• Registered Company Address: XXXXXXX
• Company Phone: XXXXXXX
• Company Email: XXXXXXX
• Company Website: XXXXXXXBuyer information
• Contact name: XXXXXXX
• Company registered address: XXXXXXX
• Company Email: XXXXXXX
• Phone number: XXXXXXXSincerely,
XXXXXXX
Seller_6sxtIS0RbZ5k7
This bit sounds like you are still planning on selling them, I would remove that bit.
Seller_5CZPU1DwdUR3G
Hello, Thanks @Isabella for your suggerence, I will share the next appeal here:
Good day dear Amazon team.
Our seller account with the name of XXXXXXX has been disabled, it has been for selling products without first learning all the information and rules that they provide us on Amazon. These are the main reasons why they have detected a suspicion of authenticity of the following ASIN XXXXXXX, XXXXXXX, XXXXXXX
- Issues detected in the root cause
• Our supply chain was not adequate.
• It has been a beginner’s mistake to sell products without asking the manufacturer for a letter of authorization.
• Our quantity of products in our inventory does not match the stock in our warehouse.
- Corrective Measures
• We have stopped all sales activity.
• We have removed all products from our inventory and we do not want to sell these types of products.
• We have stopped buying products from our old supply chain.
• We have reviewed the feedback from our customers to verify that they have no problems.
• We have spoken with the manufacturer to verify that the products we have sold were authentic.
- Preventive Measures
• To avoid doubting the authenticity of our future products for sale, we will ask the manufacturer for a letter of authorization.
• We will purchase products from a supply chain that is secure, directly from the manufacturer if possible.
• Before selling a product on Amazon we will check the Policies, agreements, and guidelines (https://sellercentral.amazon.co.uk/gp/help/help-page.html?itemID=SNV3657R94YP9DZ&ref=ag_SNV3657R94YP9DZ_bred_521) of each corresponding market and of each product to be sure there will be no problems.
• We will ensure that our warehouse stock matches our inventory on Amazon.
• We will make sure that the supply chain can offer us purchase invoices and that we have a letter of authorization if we are not the owners of the brand.Sincerely,
XXXXXXX
Do you think I can improve it in something?
Seller_5CZPU1DwdUR3G
Hello, thanks for your constructive criticysm. i have tried to explain more the issues, please tell me your opinion
Good day dear Amazon team.
Our seller account has been deactivated for selling products without a letter of authorization from the manufacturer for the following ASINs XXXXXXXX, XXXXXXXX, XXXXXXXX.• Issues detected in the root cause
- We do not have a letter of authorization from the manufacturer (s) for ASIN XXXXXXXX, XXXXXXXX, XXXXXXXX. We thought that the way to sell on Amazon was similar to that of other sales platforms, this has happened because we have not read all the policies for sellers and rules for selling on Amazon properly.
- We are unable to send our invoices for purchases made to the supplier where we buy all the products we have sold on Amazon to ensure a good supply chain. The reason is because we have made the big mistake of buying on a sales platform not recommended for this type of business, and not making sure that the seller could provide invoices because everything was very fast when we published the products.
• Corrective Measures
- We have removed all products from our inventory because we did not have a letter of authorization. We have not sold this type of product again because we do not have authorization.
- We have located some products that we believe will sell well and we have asked the manufacturer if they could provide us with a letter of authorization, the manufacturer has said yes. We have also learned how to register a trademark, we have contacted several manufacturers that can make products with our future logo and product brand.
- We have ensured that the new products we want to sell will not cause conflict and are allowed by the Policies, agreements, and guidelines (https://sellercentral.amazon.co.uk/gp/help/help-page.html?itemID=SNV3657R94YP9DZ&ref=ag_SNV3657R94YP9DZ_bred_521
• Preventive Measures
- Before purchasing a product to sell, we will ask for manufacturer authorization and seek a direct supply chain from the manufacturer.
- We will make sure that we have an authorization letter, purchase invoices and all the information of our supply chain to be able to demonstrate the authenticity of our products on Amazon before we start selling them.
Sincerely,
XXXXXXXX
Seller_5CZPU1DwdUR3G
Thanks for answering @Isabella , I am very concerned to think that I will not be able to recover my account, I am a bit desperate, although the products were original, I can only offer ebay tickets of the products that I sold those 3 days when I created my account. This is my great concern … What should I do?
I am very worried, I think that without the purchase invoices I will not be able to recover my account
