What more can we do....
I'm not sure where to start nor did I think I would have to resort to the forums for help as the Account Health 'HELP' team has led me around in circles for over 2 MONTHS...
For context, we have a product that we have been selling for nearly 2 years with no issues and out of the blue one. yes ONE... Customer returned an order and claimed the packaging was different to what they were used to so therefore the product was inauthentic. However, the brand had quite simply updated their packaging which was later reflected on the updated listing images. So after selling hundreds of units to satisfied customers, it has taken just one customer to block us from selling this product.
Nevertheless knowing we only source genuine products from master distributors that we have been working with for years that also supply us with many other brands that we list, we thought there would be no issue with providing the invoices as normal to show the products are genuine and to resolve this matter with ease... How wrong we were.
Nearly 2 months later and after countless calls with the Account health team we still cannot sell this product. Time after time of receiving "We received your submission but do not have sufficient information to reactivate your listings" and after each time we receive this email we call the account health team and ask what the issue is and each time it seems we have to provide one more piece of documentation. Each time we have done this we thought it would finally be the end of this issue but each time the same thing happens.
- Appeal rejected,
- Call the team and ask the issue,
- Get told what we now need to provide to remove the violation, we provide the requested documentation and...
- "We received your submission but do not have sufficient information to reactivate your listings"
It is like each time we provide what we have been asked for they come up with something else. The amount of documents we have had to provide has just got ridiculous. I wouldn't be surprised if they requested a video of me using the product next... The list of documents we have provided is as follows:
- All invoices from the distributor
- Supply chain invoice between the distributor and the Brand.
- Certificate of Origin for the product
- LOA (Letter of authorization)
- Proof of all payments for the invoices
- Proof of delivery of all orders
- A policy violation statement
These documents were also submitted and Accepted by the inventory appeals team so they verified they were genuine yet the Account health team are refusing to lift the violation.
As a small business having our best-selling product taken down due to one customer complaint is very disheartening. Amazon can be a great platform to grow but when issues like this arise it shows the lack of control you can have over your business. I don't believe we are out of order for being as frustrated as we are. We have complied with everything asked of us throughout the whole process but right now, enough is enough. We want answers.
What more can we do....
I'm not sure where to start nor did I think I would have to resort to the forums for help as the Account Health 'HELP' team has led me around in circles for over 2 MONTHS...
For context, we have a product that we have been selling for nearly 2 years with no issues and out of the blue one. yes ONE... Customer returned an order and claimed the packaging was different to what they were used to so therefore the product was inauthentic. However, the brand had quite simply updated their packaging which was later reflected on the updated listing images. So after selling hundreds of units to satisfied customers, it has taken just one customer to block us from selling this product.
Nevertheless knowing we only source genuine products from master distributors that we have been working with for years that also supply us with many other brands that we list, we thought there would be no issue with providing the invoices as normal to show the products are genuine and to resolve this matter with ease... How wrong we were.
Nearly 2 months later and after countless calls with the Account health team we still cannot sell this product. Time after time of receiving "We received your submission but do not have sufficient information to reactivate your listings" and after each time we receive this email we call the account health team and ask what the issue is and each time it seems we have to provide one more piece of documentation. Each time we have done this we thought it would finally be the end of this issue but each time the same thing happens.
- Appeal rejected,
- Call the team and ask the issue,
- Get told what we now need to provide to remove the violation, we provide the requested documentation and...
- "We received your submission but do not have sufficient information to reactivate your listings"
It is like each time we provide what we have been asked for they come up with something else. The amount of documents we have had to provide has just got ridiculous. I wouldn't be surprised if they requested a video of me using the product next... The list of documents we have provided is as follows:
- All invoices from the distributor
- Supply chain invoice between the distributor and the Brand.
- Certificate of Origin for the product
- LOA (Letter of authorization)
- Proof of all payments for the invoices
- Proof of delivery of all orders
- A policy violation statement
These documents were also submitted and Accepted by the inventory appeals team so they verified they were genuine yet the Account health team are refusing to lift the violation.
As a small business having our best-selling product taken down due to one customer complaint is very disheartening. Amazon can be a great platform to grow but when issues like this arise it shows the lack of control you can have over your business. I don't believe we are out of order for being as frustrated as we are. We have complied with everything asked of us throughout the whole process but right now, enough is enough. We want answers.
8 replies
Seller_ae51e0CJoHqCX
Unfortunately you need to know your place and you stated it yourself describing yourself as a small business.
You need to get your head around the fact that Amazon truly do not care about you, your business or your status within the business world and Amazon.
One thing that is great and mentioned it on the forums many times before that Amazon will treat everyone with equal contempt and the more you sell the more apparent that becomes.
Enough is enough, we want answers will not get you anywhere either. Please refer to the first statement because if it was not true your issue would have been sorted well before now.
There is only really one way of dealing with Amazon and you have to treat it like you are talking to a robot (no emotion, no stress and very matter of fact) Amazon don't care about your business, they only care about theirs and they forget that you are probably a good loyal customer as well as a seller but this again won't help you.
1. Let's address you contacting the team. Remember these are purely call handlers and can only offer limited advice on navigating your way around seller central. Anything else will be sent to the mythical concerned team, internal team, specialist etc. Not sure they really exist to be honest, so you now need to move on from this.
2. Raise a concern with a letter to the managing director (amazon won't let me post a link lol but it is managingdirector at and you can guess the rest. It will not be an instant cure but it will be forwarded to a genuine escalations team that may be able to shed more light on it. You should get a response quite quickly but it will likely be a notice that it has been passed on.
The only thing with this is that in my experience it is kind of 50/50 on whether the responses are more useful than what you are currently experiencing but at least it's a shot
Seller_EkGoiphKgUnUI
I had a similar issue, whereby a parallel import IP for 4 products of the same brand put my account health into a dangerously low range.
I got legit invoices from my well known and reputable supplier, but as there was a "spelling mistake" in one of the lines of text on the invoice, the account health team claimed the invoice looked edited and would not accept it.
After even trying to raise it with the directors team and receiving zero response to my 2-3 emails, I even went so far as to providing full chain of evidence for the document, including my emails to the supplier asking for the invoice, emails from them providing it, showing the file and its exact filename. Still, they would not accept the legitimate invoices.
After nearly three months of being at risk of being shut down, and a couple more frivalous IP claims which were fortunately more simple to deal with but put my health as low as only 48 for a short while, I had to simply accept the claims and hope my health recovered, as having another issue like this pop up at the same time would most certainly have shut my business down.
As many other sellers state on the forums, spreading your business across other platforms is a very wise thing to do, in fact, my Ebay business has seen great growth after initially just listing all the junk returns, but now focussing my new condition products there too.
Amazon will always be the bread winner for as long as it is able to dominate the markets, but do not rely on it as your only source of income, or you could swiftly fall from grace with nothing to keep you and your family fed.
Seller_fJSqU58yCey9E
What will happen is this
in a few weeks time , AMAZON themselves will now be selling this product. happened to me
Seller_5FDXsxtR9c2zC
I noticed that you said "We have to provide one more piece of documentation. Each time we have done this we thought it would finally be the end of this issue but each time the same thing happens."
We had a similar issue with Amazon and we received the same reply a good number of times, and we discovered that although we were then sending in the extra piece of documentation they were not going back to the original documentation we sent in so they were refusing to accept the one document.
We ended up having to attach all the documents to one new message at the same time and low and behold they accepted them.
I don't know if it will help in your case but it might be worth a try.
Simon_Amazon
Hello @Seller_bM9A8LZTEgn8n,
Here Simon from Amazon.
Apologies for the late reply.
Would you mind sharing a Case ID if you already got in touch with our Seller Support?
I'll see if I can help.
Best,
Simon
Seller_NR7AbZwDMu6mb
I'm a bit late to reply on this but i had a similar issue and was also led round in circles by seller support / account health. I eventually found success via Twitter/X @amznsellerhelp - after DM'ing them the details they escalated internally and the matter was resolved within a few days.
