Address your listing violation - going around in circles
A bit of a story behind this but wanted to share my experience...
A customer sent us a message explaining that they may think the product they bought was not real due to the manufacturer changing that the item no longer comes a in a box, compared to the one previously bought. As the customer mentioned the word fake or inauthentic, this flagged to Amazon's system causing the listing to be taken down. We explained to the customer what has happened and that they are not fake with evidence, which the customer was happy.
In the account health, I was greeted with a "Address your listing violation" which required the following information:
- Supplier information (name, phone number, address and website ifapplicable)
- Buyer information (name, phone number, address and website ifapplicable)
- Item descriptions (to facilitate our review, you can highlight orcircle the ASINs that are under review)
- Item quantities (the documents should reflect your sales volumeover the past 365 days for the ASIN or ASINs specified)
- Invoice date (must have been issued in the past 365 days)
- Documents are authentic and unaltered
I submitted this information twice but both times rejected. So I ended up getting a call back from an "account health specialist" to see what exactly is this issue and they replied the quantities do not match.
As I buy the product in a quantity CDU of 24, the quantity box on the invoice an example will show 5. This means Amazon think that I have bought 5 rather than 5x24 cdu. There is no comment box to state that they are wrong and we are right, as we have bought enough quantity for 365 days of sales. As advised by the "account health specialist" to write down in a PDF an explanation of the quantity, a screenshot of the page from the wholesaler stating the item comes in a 24 pack and not single units.
I sent all this information off to Amazon what they ask for and the person I spoke too on the phone advised me to do, but I have received notification back that our evaluation is complete and that I need to submit new evidence.
I give up.
Does anyone have any advise? as I am really struggling to get my head around how Amazon do not understand how wholesalers work.
Address your listing violation - going around in circles
A bit of a story behind this but wanted to share my experience...
A customer sent us a message explaining that they may think the product they bought was not real due to the manufacturer changing that the item no longer comes a in a box, compared to the one previously bought. As the customer mentioned the word fake or inauthentic, this flagged to Amazon's system causing the listing to be taken down. We explained to the customer what has happened and that they are not fake with evidence, which the customer was happy.
In the account health, I was greeted with a "Address your listing violation" which required the following information:
- Supplier information (name, phone number, address and website ifapplicable)
- Buyer information (name, phone number, address and website ifapplicable)
- Item descriptions (to facilitate our review, you can highlight orcircle the ASINs that are under review)
- Item quantities (the documents should reflect your sales volumeover the past 365 days for the ASIN or ASINs specified)
- Invoice date (must have been issued in the past 365 days)
- Documents are authentic and unaltered
I submitted this information twice but both times rejected. So I ended up getting a call back from an "account health specialist" to see what exactly is this issue and they replied the quantities do not match.
As I buy the product in a quantity CDU of 24, the quantity box on the invoice an example will show 5. This means Amazon think that I have bought 5 rather than 5x24 cdu. There is no comment box to state that they are wrong and we are right, as we have bought enough quantity for 365 days of sales. As advised by the "account health specialist" to write down in a PDF an explanation of the quantity, a screenshot of the page from the wholesaler stating the item comes in a 24 pack and not single units.
I sent all this information off to Amazon what they ask for and the person I spoke too on the phone advised me to do, but I have received notification back that our evaluation is complete and that I need to submit new evidence.
I give up.
Does anyone have any advise? as I am really struggling to get my head around how Amazon do not understand how wholesalers work.
5 replies
Seller_d8YGbIjNqwFxn
In the past when I had this I provided a link and screenshot of the manufacturers website that I brought the item from to show that the item was sold in cases and the true quantity was x number of units per case.
Be careful when appealing these violations. I had 2 the same recently, one I cleared on one attempt. The second I couldn't clear even though I provided the same documentation. After a few attempts I just ended up getting an automated response and a human didn't look at it again. I was lucky in this instance that I managed to get the complaint withdrawn another way.
Lots of times with these appeals it does depend on who reads them. There seems to be no consistency and can be pot luck whether you got the violation withdrawn or not. I also find account health appear to provide useful information but it often far removed from what is expected.
