Urgent Help – Account Deactivated for Inauthentic Complaint Despite Multiple Appeals
Hello everyone,
I need some guidance and support from experienced sellers.
Our Amazon UK account was deactivated due to an inauthenticity complaint from a customer. We sell only genuine products purchased from verified suppliers, and we’ve taken this situation very seriously.
So far, we have submitted 6 detailed appeals, including:
Authentic invoices from our supplier
Clear product images and packaging details
Verified supplier contact information
A thorough Plan of Action explaining the root cause, corrective steps, and preventive measures
Unfortunately, all appeals have been rejected without clear explanation. We're stuck and unsure what else Amazon expects, despite being fully transparent and compliant.
Has anyone faced a similar challenge and found a way through it? Any advice would really help at this stage.
Thanks in advance for your support.
Urgent Help – Account Deactivated for Inauthentic Complaint Despite Multiple Appeals
Hello everyone,
I need some guidance and support from experienced sellers.
Our Amazon UK account was deactivated due to an inauthenticity complaint from a customer. We sell only genuine products purchased from verified suppliers, and we’ve taken this situation very seriously.
So far, we have submitted 6 detailed appeals, including:
Authentic invoices from our supplier
Clear product images and packaging details
Verified supplier contact information
A thorough Plan of Action explaining the root cause, corrective steps, and preventive measures
Unfortunately, all appeals have been rejected without clear explanation. We're stuck and unsure what else Amazon expects, despite being fully transparent and compliant.
Has anyone faced a similar challenge and found a way through it? Any advice would really help at this stage.
Thanks in advance for your support.
0 replies
Seller_k2X0L9mVRT0pW
seems Amazon don’t like your supplier- are they definitely either the manufacturer or their official agent? Not a retailer?
Seller_G0F9rTN9U2er1
Do these 3 things:
1. Escalate the issue to your marketplace consultant, account manager or technical account manager if you have these key contacts.
2. Check your performance notifications, emails and caselogs in case you have missed any crucial information or requests.
3. Call Account Health Services so they can walk you through the issue itself and the suggested steps to resolve.
Consider the following things:
- Was it clear on the goods themselves that you the seller are a different entity from the supplier? Are you providing authenticity certificates/numbers on the label or as part of the package itself?
- What exactly have you offered in your POA? This is where Account Health services can help steer you, whether it's making a label change, listing change, or internal process change to satisfy an appeal process.
- May you be in breach of Amazon TOS by doing what you are doing? Are you being asked for letters of authorisation from the supplier, or perhaps even proof of trademark, license to use the trademark? Are the supplier themselves selling on Amazon or a vendor of Amazon?
- The customer itself, have you engaged with them to request a retraction of the complaint?
