Your account has been deactivated - Product authenticity
I receive an email from Amazon that my account is deactivated
««« Your Amazon selling account has been deactivated. Your listings have been removed in accordance with section 3 of the Amazon Services Business Solutions Agreement. We are withholding any funds available in your account. If you have FBA inventory of the items causing "inauthentic" complaints, they are currently ineligible for removal.
Why is this happening?
We have taken this measure because we have concerns about the authenticity of the items listed at the end of this email. In order to ensure that customers can shop with confidence on Amazon, we request additional information from sellers to confirm the authenticity of certain products. The sale of counterfeit products on Amazon is strictly prohibited. Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect. »»»
I am trying to understand the reasons provided for the deactivation, I have found no reasons to that in my account.
Upon reviewing the reasons provided for the deactivation, I have found that the product ASIN maybe is not authentic, however I think we have a misunderstanding, because It was bought online in a Manufacturer Website “Maglite” e.g., "no violations of Amazon's policies or customer complaints that would justify this action. My account metrics, including order defect rate and customer feedback, have consistently met Amazon's required standards.".
To support my belief that this action was made in error, I have sent the invoice for the related product many times, but my account still deactivated.
I am looking for oportunity to talk to Amazon Seller Support by chat or phone call, to explain my issue, bu these channel support is no longer available in my seller account!
Your account has been deactivated - Product authenticity
I receive an email from Amazon that my account is deactivated
««« Your Amazon selling account has been deactivated. Your listings have been removed in accordance with section 3 of the Amazon Services Business Solutions Agreement. We are withholding any funds available in your account. If you have FBA inventory of the items causing "inauthentic" complaints, they are currently ineligible for removal.
Why is this happening?
We have taken this measure because we have concerns about the authenticity of the items listed at the end of this email. In order to ensure that customers can shop with confidence on Amazon, we request additional information from sellers to confirm the authenticity of certain products. The sale of counterfeit products on Amazon is strictly prohibited. Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect. »»»
I am trying to understand the reasons provided for the deactivation, I have found no reasons to that in my account.
Upon reviewing the reasons provided for the deactivation, I have found that the product ASIN maybe is not authentic, however I think we have a misunderstanding, because It was bought online in a Manufacturer Website “Maglite” e.g., "no violations of Amazon's policies or customer complaints that would justify this action. My account metrics, including order defect rate and customer feedback, have consistently met Amazon's required standards.".
To support my belief that this action was made in error, I have sent the invoice for the related product many times, but my account still deactivated.
I am looking for oportunity to talk to Amazon Seller Support by chat or phone call, to explain my issue, bu these channel support is no longer available in my seller account!
5 replies
Seller_LImVvUWeyiCfQ
There's the reason. You made a retail purchase which makes you the end customer. Your retail purchase provided you with a receipt; Amazon needs invoices as proof of authenticity, which comes from a wholesale purchase. RA/OA is no longer allowed on Amazon.; wholesale invoices and letters of authorization are required in order to sell on Amazon.
Seller Support can't help you. Account deactivations are handled by Seller Performance and that team is unreachable.
You'll likely not get your account back because you can't provide the proof Amazon needs. Read through this post (link to post) authored by NEVERLAST to help you understand where you went wrong.
Other resources:
Guidelines to source products to sell on Amazon
Seller_nRFmxiQg4EGrw
So you bought a major brand from a retail website. Big no-no.
Maglite is a big enough brand that you likely need authorization FROM THE BRAND to sell their products. Regardless of whether or not authorization is required, you need to be sourcing from authorized WHOLESALE distributors.
But you don't have an invoice, you have a receipt (even if it says "Invoice" at the top). Unless you were required to provide your business/tax license numbers before making the purchase, this is a RETAIL purchase, and you have a receipt, which is not valid to fight an IP complaint.
Unless you can get Maglite to retract the complaint, you're probably done on Amazon. Too bad you didn't spend some time reading the forums to see how common of an error this is.
April_Amazon
Hello @Seller_iOoVQwUoGx9zS,
Thank you for providing a partial performance notification. You could also include ASIN's and case ID's.
You have received some feedback from @Seller_LImVvUWeyiCfQ and @Seller_nRFmxiQg4EGrw that is relevant in situations such as this.
You do say you have provided the Invoice. To make sure your document meets the requirement, please review: Invoice requirements for appealing a policy violation
If you do not see a way to chat or call, you may not be a professional seller - for more information about : Selling plan comparison
With the information you provided here, my guidance is to follow the Account Health Page appeal process, you should have a "Submit New Information" button. PLEASE look at the last performance notification you received. There should be a paragraph "How do I appeal this decision?" the information here should tell you what you need to submit.
For authenticity these are usually the questions I would ask you:
- Where did you purchase these products from?
- Do you have a process to check for reliable suppliers? Suppliers verses retail locations.
- Do you have a process to keep invoices for your products?
- What changes, if any, will you make to your business to ensure you are purchasing authentic inventory?
Of course, you can only follow the appeal process via the Account Health Page and provide the documents requested.
I hope some of this information is helpful to you.
Thank you for reaching out on the forums. The forums community and I are here to support you.
April
