Account deactivated for 10+ months, £6,200 withheld, no real response
Hi everyone,
I’m hoping someone here can help or at least give some advice.
My Amazon UK seller account was deactivated over 10 months ago due to claims that two of my products were counterfeit.
I run a white-label business, selling products under my registered brand. I buy from legit UK suppliers, no shady sourcing.
Amazon asked for documentation, and I provided everything:
White-label agreements,Trademark certificates, Invoices from verified UK supplier
FDA, GMP, and ISO certificates
Later they said they only needed documents for one product , so I focused on that and resubmitted. Amazon even contacted my supplier directly to verify the invoice and my supplier confirmed the transaction, but replied a few days after Amazon had already rejected my appeal.
Since then, I’ve submitted 11 appeals with all the required documents and confirmations. Every time I get the same generic email:
“We received your submission but do not have enough information to reactivate your account.”
No details, no feedback. At one point they even asked again for docs on both products, which contradicts their earlier message.On top of that, Amazon deducted £2,947.49 from my withheld balance due to a “violation” but never explained what violation. My total withheld funds is £6,245.75, and my business has basically collapsed. I had to close my office and lost my income.I’ve called Seller Support multiple times, and all they say is “resubmit what was asked,” but the responses seem completely automated. It feels like no one is actually reviewing my case.I’m asking if anyone knows how I can escalate this or get an actual human to look into it. I have all the evidence, documents, emails, and even the supplier’s confirmation ready to share.
Thanks in advance for any help.
Account deactivated for 10+ months, £6,200 withheld, no real response
Hi everyone,
I’m hoping someone here can help or at least give some advice.
My Amazon UK seller account was deactivated over 10 months ago due to claims that two of my products were counterfeit.
I run a white-label business, selling products under my registered brand. I buy from legit UK suppliers, no shady sourcing.
Amazon asked for documentation, and I provided everything:
White-label agreements,Trademark certificates, Invoices from verified UK supplier
FDA, GMP, and ISO certificates
Later they said they only needed documents for one product , so I focused on that and resubmitted. Amazon even contacted my supplier directly to verify the invoice and my supplier confirmed the transaction, but replied a few days after Amazon had already rejected my appeal.
Since then, I’ve submitted 11 appeals with all the required documents and confirmations. Every time I get the same generic email:
“We received your submission but do not have enough information to reactivate your account.”
No details, no feedback. At one point they even asked again for docs on both products, which contradicts their earlier message.On top of that, Amazon deducted £2,947.49 from my withheld balance due to a “violation” but never explained what violation. My total withheld funds is £6,245.75, and my business has basically collapsed. I had to close my office and lost my income.I’ve called Seller Support multiple times, and all they say is “resubmit what was asked,” but the responses seem completely automated. It feels like no one is actually reviewing my case.I’m asking if anyone knows how I can escalate this or get an actual human to look into it. I have all the evidence, documents, emails, and even the supplier’s confirmation ready to share.
Thanks in advance for any help.
2 replies
Seller_ZVAz3d5lZuGid
You would need to get your account reactivated before they will release your funds. As it seems you have tried with several appeals, I would email the MD. You would need to have opened a case with seller Support (which likely will be a waste of time !) but you need to include your case ID for the MD folks to look at it.
Seller_MT8rt0A2OpbCx
I would think your next step should be a LBA (there are template letters online). Don't forget to add interest, usually 8% pa, and any other costs incurred, such as your time.
Amazon cannot be judge, jury and executioner. If they believe the products are counterfeit (I am not suggesting they are) and have confiscated and kept your funds, they are possibly profiting from illegal activity and liable for prosecution.
On the other hand, they may have refunded customers who have bought your "counterfeit" products. You should be able to check that. However, they have an obligation to inform the authorities (i.e. Trading Standards) if they suspect the products are counterfeit, otherwise they are potentially aiding and abetting illegal activity.
Amazon are not the law, nor above it.
