cryptic policy compliance violation
I was issued a cryptic policy violation back in June 5 2024. I say cryptic because there were no specific details as to what policy we actually "violated". Long story short, we were asked to provide proof that we were the registered brand owner. This felt rather redundant since our account already completed the brand registry process with Amazon proving that we were the registered brand owner. So I submitted essentially all of the same documentation, including the email from Amazon brand registry confirming our brand registration was complete. I later received a notification that Amazon had "received my submission but does not have enough information to reactivate my account at this time." So I submitted additional information, but received the same response. Consequently, I called and spoke with multiple Amazon reps but did not get any concrete answers. So here I am in the dark. I just need Amazon to tell me specifically what about my submissions are not meeting their requirements. It's also quite puzzling to me that we went through all the hassle when setting up our account to complete the brand registry only to have Amazon ask us later to prove we are the brand owner again after violating a policy violation, the details of which are still not clear to me.
cryptic policy compliance violation
I was issued a cryptic policy violation back in June 5 2024. I say cryptic because there were no specific details as to what policy we actually "violated". Long story short, we were asked to provide proof that we were the registered brand owner. This felt rather redundant since our account already completed the brand registry process with Amazon proving that we were the registered brand owner. So I submitted essentially all of the same documentation, including the email from Amazon brand registry confirming our brand registration was complete. I later received a notification that Amazon had "received my submission but does not have enough information to reactivate my account at this time." So I submitted additional information, but received the same response. Consequently, I called and spoke with multiple Amazon reps but did not get any concrete answers. So here I am in the dark. I just need Amazon to tell me specifically what about my submissions are not meeting their requirements. It's also quite puzzling to me that we went through all the hassle when setting up our account to complete the brand registry only to have Amazon ask us later to prove we are the brand owner again after violating a policy violation, the details of which are still not clear to me.
6 replies
Seller_kIukTwdhvntAp
"I was issued a cryptic policy violation back in June 5 2024."
Amazon will almost never give clear indications of the issues since it would create a roadmap for all the black hats and con artists that want to exploit the system (more than they already do.)
As to BR and this issue, Amazon is filled with gerbil tubes and BOTS that are isolated and walled off (silo manglement system) so one arm doesn't know the other even exists many times!
Does the information on your ACCOUNT match the name and other information at BR exactly?
If it is NOT exactly the same you will need to show some proof that the two are the same as to ownership! I had to submit my LLC State Registration with MY name as the owner of the LLCs since my Amazon Selling account and the LLC that I registered under are under different LLC names.
Seller_bSx9HFpKbODEi
Update: I spoke to another Amazon rep yesterday about my account health who explained that if I resubmitted all of the documentation that I had previously submitted over the course of multiple appeals but this time submit all of it bundled in a single appeal that it should clear the violation warning. This made no sense to me sense Amazon technically already had all of this documentation and wouldn't be receiving anything new, just bundled in a single appeal. So I did as instructed. Not surprisingly, I woke up to the same generic, autogenerated email response, "We received your submission but do not have enough information to reactivate your account at this time." This is not helpful! Please give me clear guidance as to what specifically about the documentation that I submitted is not meeting your requirements! I have already submitted everything you asked for. And again, what continues to baffle me is we already completed the brand registry process when setting up our account and, as part of that process, submitted all of this documentation earlier which, at that time, was apparently good enough for Amazon to grant us brand registry, but now it's not sufficient to prove (again) that we are still the registered brand owner? I am at a loss here...
Seller_qTJiCxRI8PpIZ
As @Seller_kIukTwdhvntApmore or less suggested, go over everything with a fine tooth comb. A lot of times the only difference is a capitalized letter somewhere or even a missing period or comma, that is easily looked over. Representatives will often look this stuff over as well and not see anything but the bot will detect even the slightest difference and deny you. Most likely it is something that simple (and stupid)
Seller_bSx9HFpKbODEi
Update #2: I spoke to an account health rep yesterday 8/13. The unexpected development on this seventh call into the account health team was that my case notes, which are only visible to Amazon, stated that Amazon's "internal team" is requiring that I submit our brand registry certificate from the USPTO. I tried explaining to the Amazon rep that our brand registry certificate is not available for another 4-6 weeks as of Aug 8 2024. I directed her to the USPTO website where she confirmed this status for herself, but still insisted that this was the documentation her "internal team" was requiring.
I'm beyond frustrated at this point, and I'll explain why. I gave my explanation below to the rep during our call but I could tell she wasn't understanding what I was explaining.
The official seller-facing communication I have received from Amazon seven times with each appeal submission does not mention the brand registry certificate as a required document. In fact, it reads as follows, "To reactivate your account, please send one of the following:
-- A letter of authorization from the brand owner for making the brand name, title, product detail page, or brand attribute changes.
-- Evidence that you own the brand by providing supporting documentation. This includes but is not limited to any brand registry document.
-- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days.
-- Contact information for the supplier, including name, phone number, address, email, and website."
The key phrase is "please send ONE of the following". I have fulfilled this requirement by sending in not just one required document but multiple required documents including copies of invoices, contracts, brand registry documents, and other documents as requested by account health reps including but not limited to passports, bank statements, and business licenses. Therefore, according to Amazon's official seller-facing communication, I technically have fulfilled Amazon's requirements. However, my appeals are being denied because an "internal team" is requiring documentation that is not listed in the official communication and that I only learned about over the phone after my seventh phone call inquiring about my appeal rejections.
Why hasn't anyone from Amazon sent an email saying that they specifically need the brand registry certificate? Instead, I've received the same generic, auto-generated email seven times. Very unprofessional, unhelpful, and quite frankly, fishy. Why are Amazon reps asking for our banks statements and passports? How can I submit our brand registry certificate when it's not even available yet?
