Account Suspended due to concerns with Product Authenticity under Section 3
Hi all,
Account Suspended since 18th October due to "concerns about the authenticity of the items listed at the end of this email". We have never sold inauthentic products and have always sourced our products from the main distributor.
So I’m wondering if anyone could help/were in similar situation and what you did to get reinstated.
Details.
They asked for copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of the email with the below criteria.
-- Supplier information (name, phone number, address, website)
-- Buyer information (name, phone number, address, website)
-- Item descriptions (for ease of our review, you may highlight or circle the ASINs under review)
-- Item quantities must reflect your sales volume for the ASIN in question over the last 365 days.
-- Invoice date (must be issued in the last 365 days)
-- Invoice date (must be issued in the last 365 days and before 15/10/2024
As per the criteria, I provided the necessary invoices and documentation, redacting pricing information as per their guidance.
The ASIN they have an issue with, we haven't had any orders for 11 months. The last order was November 2023. The ASIN product page has been deleted from Amazon.
First submission, the ‘Handmade Integrity Team’ rejected it during the middle of the night citing cannot verify supplier as no contact details on invoice which they clearly are on all the invoices at the top of each page. This was strange as the ASIN isn’t a handmade item. It is a mass-produced cosmetic product. Secondly, it seems they didn’t actually try to help, but just going through cases and applying default rejection replies. Resubmitted with additional note directing them to where the contact details are on the invoices.
Second submission was rejected again, this time saying no reply from supplier, again during the middle of the night only 8 hours after submitting. Obviously, such a short time frame and the fact that my supplier is based in a different time-zone isn't going to be reply to their emails 24/7.
Called their Account specialist for help and they looked through the case. They couldn't understand why initially our account was suspended especially when the ASIN in question, we had no sales of this in the past 11 months.
The advisor was help and tried his best on what other information we could include in our next appeal submission. This included,
- Screenshot of our ‘Voice of Customer’ page showing no negative feedback/concerns from customers for this ASIN/SKU.
- Screenshot of our sales orders for this ASIN in last 365 days with the latest being 11 months ago.
- Advisor mentioned could have been ASIN page level issue where one seller out of many may have sold inauthentic products under that ASIN and thus Amazon may have suspended all sellers under that ASIN in one go. Advised us to mention this as possibility and appeal for reactivation to create our own ASIN/SKU to prevent this in future.
- A note stating that our supplier is not UK based and so request more time during their evaluation to allow our suppler to respond.
They were much more helpful than the email-based Seller Case help.
Resubmitted again on 30th October and now it’s coming up to 2 weeks with no answer or any help from Seller Performance Team regarding exactly what it is they need and what part is crucial to reinstate our account. Just stuck on ‘Evaluation in progress’.
With money and FBA stock suspended, we are having cashflow issues. FBA stock which are different to the ASIN are stuck and can’t be removed to return to sender. Apparently if not resolved by 2024-12-18 then they will disposed of my stock that are unrelated to the ASIN. So I’m very frustrated at this process and their policy restrictions.
Seems like Amazon are trying to make it harder and harder for sellers to operate on their Marketplace.
Not sure what I can do now.
Account Suspended due to concerns with Product Authenticity under Section 3
Hi all,
Account Suspended since 18th October due to "concerns about the authenticity of the items listed at the end of this email". We have never sold inauthentic products and have always sourced our products from the main distributor.
So I’m wondering if anyone could help/were in similar situation and what you did to get reinstated.
Details.
They asked for copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of the email with the below criteria.
-- Supplier information (name, phone number, address, website)
-- Buyer information (name, phone number, address, website)
-- Item descriptions (for ease of our review, you may highlight or circle the ASINs under review)
-- Item quantities must reflect your sales volume for the ASIN in question over the last 365 days.
-- Invoice date (must be issued in the last 365 days)
-- Invoice date (must be issued in the last 365 days and before 15/10/2024
As per the criteria, I provided the necessary invoices and documentation, redacting pricing information as per their guidance.
The ASIN they have an issue with, we haven't had any orders for 11 months. The last order was November 2023. The ASIN product page has been deleted from Amazon.
First submission, the ‘Handmade Integrity Team’ rejected it during the middle of the night citing cannot verify supplier as no contact details on invoice which they clearly are on all the invoices at the top of each page. This was strange as the ASIN isn’t a handmade item. It is a mass-produced cosmetic product. Secondly, it seems they didn’t actually try to help, but just going through cases and applying default rejection replies. Resubmitted with additional note directing them to where the contact details are on the invoices.
Second submission was rejected again, this time saying no reply from supplier, again during the middle of the night only 8 hours after submitting. Obviously, such a short time frame and the fact that my supplier is based in a different time-zone isn't going to be reply to their emails 24/7.
Called their Account specialist for help and they looked through the case. They couldn't understand why initially our account was suspended especially when the ASIN in question, we had no sales of this in the past 11 months.
The advisor was help and tried his best on what other information we could include in our next appeal submission. This included,
- Screenshot of our ‘Voice of Customer’ page showing no negative feedback/concerns from customers for this ASIN/SKU.
- Screenshot of our sales orders for this ASIN in last 365 days with the latest being 11 months ago.
- Advisor mentioned could have been ASIN page level issue where one seller out of many may have sold inauthentic products under that ASIN and thus Amazon may have suspended all sellers under that ASIN in one go. Advised us to mention this as possibility and appeal for reactivation to create our own ASIN/SKU to prevent this in future.
- A note stating that our supplier is not UK based and so request more time during their evaluation to allow our suppler to respond.
They were much more helpful than the email-based Seller Case help.
Resubmitted again on 30th October and now it’s coming up to 2 weeks with no answer or any help from Seller Performance Team regarding exactly what it is they need and what part is crucial to reinstate our account. Just stuck on ‘Evaluation in progress’.
With money and FBA stock suspended, we are having cashflow issues. FBA stock which are different to the ASIN are stuck and can’t be removed to return to sender. Apparently if not resolved by 2024-12-18 then they will disposed of my stock that are unrelated to the ASIN. So I’m very frustrated at this process and their policy restrictions.
Seems like Amazon are trying to make it harder and harder for sellers to operate on their Marketplace.
Not sure what I can do now.
