Product Authenticity Complaint - Account Deactivation
Hi, I need urgent help on this issue.
My Account on Friday was deactivated for a product authenticity complaint. I have spoken with the Amazon Account Health Team, and have followed all their steps regarding writing a detailed step plan, as well as watching the seller university videos to assist with this.
I have provided all invoices/receipts/order confirmations which exceed the number of units sold on Amazon. I have highlighted each line where applicable to show the product I have bought, and then sold on Amazon.
I submitted my case and have received a generic notification saying 'Hello,
We received your submission but do not have enough information to reactivate your account.
Why did this happen?
You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods.’
What else am I missing? I have supplied everything that I’ve been asked, and have been through this with the Account Health Specialists who told me if I follow all these steps, it should be accepted based on what we’ve discussed.
Please can someone help? I am losing money daily, and the bills do not stop coming.
I have sold over 250 units of this product and have received one complaint with no proof either about this claim.
Please can someone help resolve this as I am going round in endless circles where I am told don’t worry it all sounds like the documents you have are fine, then followed by someone else rejecting everything and not telling me why.
I need urgent help, as I can’t sleep worrying that my business is being taken from me.
Product Authenticity Complaint - Account Deactivation
Hi, I need urgent help on this issue.
My Account on Friday was deactivated for a product authenticity complaint. I have spoken with the Amazon Account Health Team, and have followed all their steps regarding writing a detailed step plan, as well as watching the seller university videos to assist with this.
I have provided all invoices/receipts/order confirmations which exceed the number of units sold on Amazon. I have highlighted each line where applicable to show the product I have bought, and then sold on Amazon.
I submitted my case and have received a generic notification saying 'Hello,
We received your submission but do not have enough information to reactivate your account.
Why did this happen?
You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods.’
What else am I missing? I have supplied everything that I’ve been asked, and have been through this with the Account Health Specialists who told me if I follow all these steps, it should be accepted based on what we’ve discussed.
Please can someone help? I am losing money daily, and the bills do not stop coming.
I have sold over 250 units of this product and have received one complaint with no proof either about this claim.
Please can someone help resolve this as I am going round in endless circles where I am told don’t worry it all sounds like the documents you have are fine, then followed by someone else rejecting everything and not telling me why.
I need urgent help, as I can’t sleep worrying that my business is being taken from me.
0 replies
Seller_7VbclcPFFRTnc
Where did you buy from ?
A manufacturer, wholesale or retail shop ?
Seller_77IcbQKVGdZo0
Can you share the deactivation notice and if possible the ASIN
Was the listing branded correctly? Was it a Private Label product or one you purchased from a distributor/wholesaler?
Do you have invoices or do you have receipts from a retailer?
Seller_WseB32EBb785w
Unfortunately, the “person” rejecting your appeal will be a robot. Thats probably why, if you check, the rejection will appear in a few minutes if not seconds. What you must do, is respond to the violation, exactly as it is put to you, even if it makes no sense. An example is, if a customer receives a brand new food item, which is damaged, you might find having to appeal a violation from robot, “used sold as new”. There is no point with AI, trying to state your case and say, it wasnt “used sold as new”, it can’t be, its a foodstuff, you just have to give a reason as to why it wasnt a new item that the customer recieved. I know that might sound insane, but thats how the platform is, especially when it comes to this type of thing. If you post the complaint, someone in the forum may be able to offer further and more specific help.
Seller_dydTwkYbMfLDn
@The_Little_Shop
I bought some units from a retailer, and some from a manufactuer.
I have provided invoices from the manufacturer, and order confirmations for the retailer (they are based in Hong Kong).
The product is a Korean Beauty Product, and this retailer is listed an official supplier of their products. The Account Health team said they could not veriphy the supplier, so I provided them with the website, address, email address and phone number to assist. But still received the above resposne.
@Smiley_Guy, full notice is here below, the ASIN is B08RXKBRR4. Product is not Private Label and the product is listed correctly. I have a combination of invoices and receipts/order confirmations to cover all quantities.
I also had a back and forth with the Account Health team yesterday on the phone as they appeared unaware that receipts are acceptable, so I showed them the performance notification and they apologised for missing this. I am worried the person reviewing my case is also unaware receipts are acceptable proof, as I have had this issue before on a separate account health violation which took 4 appeals before someone accepted my receipts and stopped demanding invoices from retailers.
Hello Horoz Trading,
Your Amazon Seller account has been deactivated and your listings have been removed in accordance with Section 3 of Amazon’s Business Solutions Agreement. . Funds available in your account will be withheld. If you have FBA inventory of the items causing “inauthentic” complaints in Amazon European fulfillment centers, they are currently ineligible for removal.
Why is this happening?
We received complaints about the authenticity of the items listed at the end of this email. In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. The sale of counterfeit products on Amazon is strictly prohibited.
You can learn more about the Amazon policies regarding the sale of counterfeit items in the following Seller Central help pages:
– Amazon Anti-Counterfeiting Policy
https://sellercentral-europe.amazon.com/gp/help/201165970
– Policies and Agreements
https://sellercentral-europe.amazon.com/gp/help/521
– Amazon Services Business Solutions Agreement
https://sellercentral-europe.amazon.com/gp/help/201190440
How do I reactivate my account?
To reactivate your selling account, please send us:
Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below.
– These documents must reflect your sales volume over the last 365 days.
– Please include the business details for your supplier, including the business name, business phone number, business address, and website . We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier’s information.
– You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASINs under review.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I submit the required information?
To submit this information, follow the instructions in the banner at the top of your Account Health page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
What happens if I do not submit the required information?
If you do not appeal this decision within 90 days, funds will be withheld. If you have FBA inventory of these items in Amazon European fulfillment centers, they will be destroyed at your expense.
We’re here to help.
You can see your balance and settlement information in the “Payments” section of Seller Central. If you have questions, please write to payments-investigate@amazon.co.uk.
Has your account been deactivated in error?
If you believe the complaints about the authenticity of your items are unjustified or received in error, please explain how you identified this issue by following the steps in “How do I submit the required information?” above and we will investigate your concern (for example, a complaint created by a competing Amazon seller).
To view your account performance, select “Account Health” on the home screen of the “Amazon Seller” app on your iOS or Android device, or go to the “Account Health” page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
On iOS:
On Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB
The “Account Health” section shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
ASIN: B08RXKBRR4
Sincerely, Seller Performance Team https://www.amazon.co.uk
Seller_WseB32EBb785w
I dont know if this is possible even, but are you able to ask the customer that complained to withdraw, on the basis that the product is legitimate ? Maybe you could supply them with a replacement and ask them if they felt that the item is to their satisfaction and authentic ? I’m guessing though that the complaint hasn’t even been made visible to you, so that you couldn’t address the customers concerns directly ? Products are either authentic or counterfeit, thats that. Unfortunately AI has probably invented another 1000 probabilities between those two definitives. On here, authenticity takes on its own meaning.
Seller_WseB32EBb785w
It’s very unfair. Seems you have admitted making a mistake and have taken corrective action going forward. Maybe ask in the appeal, would Amazon allow you to compensate the customer who is unhappy, address their concerns on authenticity, and provide a replacement that is directly from the manufacturer ? As robots dont have the ability to address specific questions, you may get a human being involved that way. Could be a long shot, but if you just send in the exact same appeal, robot will instantly dismiss. Any material you can add to make the appeal different can only help surely.
Seller_WseB32EBb785w
Other than that, what else could be expected of you ?? Esp as the item was more than likely authentic in the first place…
Seller_pKdF0dnvoraDu
Hello @Horoz_Trading,
Virgil here to assist.
Thank you for providing insight into your current account status. My goal is to give you further guidance on the next steps.
It is highly important to ensure each and every aspect of your invoices and documentation matches the requirements listed in your performance notification pertaining to the deactivation of the account.
If any aspects of your documentation do not match the requirements, then it is highly likely that your appeals may be rejected. For more details, kindly refer Amazon Anti-Counterfeiting Policy
Thank you all for your valuable inputs.
I appreciate you providing updates about your account. Please continue to post any relevant information in relation to this topic so it can be addressed at a later time.
Best Regards,
Virgil.
