Suspended due to fake A-Z claims and returns by competitor
Hello Amazon community,
my account got suspended 40 days ago due to two inauthentic claims.
I have documented proof that a competitor bought cheap products, created A-z claims and returns with the claim its inauthentic.
Due to this i sent the information plus a POA to seller performance policy. However, i got the dreadful message that they “may no longer reply”. It seems that no one looked into my case or had a deeper look.
I already contacted the managing director, but no response 7 days later.
My account is “pending” for all european countries, which means that all my stock in FBA & all balances are frozen and i cant sell currently.
Is there any way to reach someone at Amazon to have a look?
Greetings
0 replies
Seller_EHYOwAkoZV3Hb
Sorry to hear this but this has nothing to do with the competitor buying cheap products.
You have not been able to satisfy Amazon that your goods are authentic. This is usually done with proof that you are buying from the manufacturer or their authorised distributors.
If you post the suspension notice and the action plan, there might be some useful comments but nobody will be able to help with invoices.
Seller_EHYOwAkoZV3Hb
Your POA is way too long and difficult to read and I wouldn’t be surprised if the person reading it found it difficult to get to the main points.
Did you send them proof that you are an authorised Microsoft Retail Partner? Do Microsoft really allow you to sell their products so cheap?
I’ve got my own feelings about this and I’ll keep those views to myself. But if what you are doing is fine with Microsoft, good luck to you being reinstated.
Seller_EJIX7rqDNQJi2
I am sorry to hear that your account was suspended due to fake authenticity claims from competitors. I exactly know how this feels as my competitors are doing me the same things and I also keep getting suspended, but I always manage to get reinstated immediately.
40 days is a long time. You should have asked for help earlier.
The Plan of Action is a pretty good one, compared to the appeals I have seen on the forum before but there are lots of things which I would remove. With some edits, you could get reinstated.
However, I need to see your entire communication with Amazon regarding this matter. You mentioned, that you have already submitted multiple appeals. I would advise you to post here everything what they wrote you since the suspension.
It’s because in cases of authenticity issues, even the most perfect POA won’t help if you don’t have sufficient invoices.
You will need proof that you purchased the software directly from Microsoft.
If they only rejected the POA and not invoices, you can still overturn the decision.
Seller_I56dn1h82bskE
Same old Amazon. NO COMMON SENSE AND ASSUMES CUSTOMERS ARE ALWAYS RIGHT WHEN CUSTOMERS ARE INFACT WRONG
THEY SHOULD ADOPT A POLICY OF OBTAINING PROOF OF EVIDENCE FROM BRAND / MANUFACTURER / DISTRIBUTOR OR AN AGENT BEFORE ACCEPTING BUYERS WORDS AS IF A BUYERS WOULD KNOW DIFFERENCE BETWEEN GENUINE AND A FAKE. IT TAKES AN EXPERIENCED EYE TO KNOW THIS
Seller_LLIan3sGotEll
If your suspension was based entirely on the assumption that you were selling fake items, then your entire response and plan of action should focus on proving that you don’t sell fake items. Parts of your response so far sounds like an admission of guilt and you saying how you will prevent the issue from happening again. If your items are genuine, then there is really no plan of action needed, all you need to do is to strongly and clearly prove the authenticity of your items. Like others have mentioned, your response to this issue is too long.
Seller_L2uprO41xv8b3
Hello
Sorry to hear about your suspension according to Amazon they expect proper POA to rectify the problem they are not interested if it was fake A Z claim they only care this wont happen again.
Use this template to create your POA as short as possible and as clear as possible if you cover all the points in your POA which they want to see and they will reinstate your account in first email. They want you to take a blame and tell them what precaution will you take so these complaint wont happen again.
USERNAME Plan of Action
Problem – (WRITE YOUR POINT HERE)
- Inauthentic complaints
Why did the above problems happen?
- Please explain briefly why the problem occurred.
Solutions
-
What will you do to prevent inauthentic complaints? How do you check that your products are authentic?
-
Are you going to review your listings? How have you ensured you have listed your items correctly? Do you have any process in place to ensure that your listings are correct?
-
What have you changed? How will you make sure that you won’t receive inauthentic complaints in the future?
Seller_f5cnodyVjLD4S
…and I thought Peter Pan’s posts were boring ! 
Seller_L2uprO41xv8b3
Your POA is very long and seller performance team wont read that long try to make is as short as possible with all the points because they dont have time to read your complete POA. They will reject without reading.
It is your responsibility to check and send the correct, as described and authentic item to customer and also the product description should be accurately described your product if the product description is not clear for customer then it may cause more complaint for inauthentic product. See below an example for you to use this just add or remove a little bit and make sure your POA wont get long then one page.
Problem – Inauthentic Complaints
Inauthentic complaints
Why did the above problems happen?
These product comes with activation code customer need to insert this code correctly to activate the product but sometimes customer put activation code incorrectly which caused this complaint.
Solutions
These product comes with activation code customer need to insert this code correctly to activate the product but sometimes customer put activation code incorrectly which caused this complaint. We will also send all the instructions to customer to make sure customer use the activation code correctly to avoid these complaints in future
We double check all orders before dispatching to make sure the correct items and as described on product page are sent making sure all the information’s included in the parcel for customers.
We inspect our full inventory at least twice a week to make sure all our listings in Amazon Marketplace are accurately described in all aspects, brand, manufacturer, UPC, edition, binding, quantity, version, colour and condition and are in accordance with Amazon Condition Guidelines to avoid future complaints on our listings.
Seller_MtM7aAVrkKcfl
can you copy these appeal and send Seller Performance team ?
