My account has been deactivated, and I'm really struggling to get anywhere with it. I cant seem to get a call from the support team and I'm unsure why this is how my help page looks

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Get support

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Selling on Amazon

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Account Health

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Reactivate your account

What issue do you need help with?

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Submit an appeal or additional information to reactivate my account

Select Issue

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Get help with my appeal from Account Health Support

Select Issue

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When I go thought with the second option (get help with my appeal from account heath support). I receive a auto email with the following message:

Hello,

This email address is not the correct channel to submit an appeal. Please follow the instructions below to resubmit your appeal to the correct channel.

If you are appealing an action taken on your account, please submit your appeal by clicking the “Reactivate your account” button in Account Health (https://sellercentral-europe.amazon.com/performance/dashboard). If you want to submit additional information, click on the “View appeal” button and submit additional information as requested.

If you are appealing an action taken on your listings for an intellectual property complaint:

1. Navigate to “Received Intellectual Property Complaints” in the “Product Policy Compliance” section in Account Health (https://sellercentral-europe.amazon.com/performance/dashboard).

2. Locate the deactivation record for the product listings you want to appeal.

3. Click on the Appeal button next to the record to submit your appeal to reactivate your listings.

If you are appealing an action taken on your listings for an Amazon Listing Policy violation:

1. Navigate to “Listing Policy Violations” in the “Product Policy Compliance” section in Account Health (https://sellercentral-europe.amazon.com/performance/dashboard).

2. Locate the deactivation record for the product listings you want to appeal.

3. Click on the Appeal button next to the record to submit your appeal to reactivate your listings.

If you want to submit additional information:

1. Click on the “View appeal” button next to the deactivation record.

2. Click the “Submit additional information” button to submit the information necessary to reactivate your listings.

Here is the message I'm receiving regarding the compliant and my account being deactivated:

Hello,

Your Amazon selling account will remain deactivated. Your listings have been removed. Funds will not be transferred to you, but will be held in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.

Complaint type: Counterfeit

Why did this happen?

One or more of your listings may be infringing the intellectual property rights of others and the appeal you provided did not adequately address the intellectual property infringement.

We’re here to help.

If you need help better understanding what is causing this, please search for “Intellectual Property Violations” in Seller Central Help:

https://sellercentral-europe.amazon.com/gp/help/external/201361070

How do I reinstate my account?

Please provide one of the following:

-- Proof of product authenticity (e.g., letter of authorization). It must clearly prove that your products do not infringe on the intellectual property of the rights owner.

If you think that the rights owner has made an error in sending the notice, please reach out to the rights owner and ask them to submit a retraction of this notice. We may only accept retractions that the rights owner submits to us directly. We do not accept forwarded or attached retractions.

And

An appeal with the following:

-- Greater detail on the actions you have taken to resolve the complaint.

-- Greater detail on evidence or examples that demonstrate your account has complied with our policy.

Has your account been deactivated in error?

If you believe there has been an error, please tell us why. Your explanation should include the following information:

-- How your listings have not violated the brand’s intellectual property.

Where do I send this information?

Please submit this information by clicking the Appeal button on Account Health:

https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_mpa

What happens if I do not send the requested information?

Please ship any open orders. This usually takes about 90 days. Depending on your account status and activities, you may be required to complete an additional review before funds can be released. Amazon may withhold payments if we determine that your account was used to sell inauthentic or prohibited goods, commit fraud, or engage in other illegal or abusive activity.

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Here is my response to that message:

Certainly, here is a comprehensive appeal considering the situation where direct documentation from the trademark owner couldn't be obtained:

Subject: Appeal for Reinstatement of Amazon Seller Account (ASIN: *************)

Dear Amazon Seller Performance Team,

I am writing to address the notification regarding the suspension of my seller account linked to ASIN: B09T7B66RP due to concerns about counterfeit products. I am deeply committed to rectifying this matter and ensuring full compliance with Amazon's policies.

### Acknowledgment and Clarification of Concerns:

I understand the gravity of the situation and the critical significance of compliance with Amazon's policies. The claim pertains to the sale of products associated with ASIN: ********** and potential infringement of intellectual property rights. I acknowledge that my previous appeal did not adequately address the concerns raised regarding intellectual property infringement.

### Explanation of Documentation Challenges:

Regrettably, despite persistent efforts, I encountered challenges in obtaining direct documentation, such as an invoice or a letter of authorization, from the trademark owner. Despite my earnest attempts to acquire these documents, the trademark owner has been unresponsive or unable to provide the necessary verification directly.

### Alternative Measures to Ensure Compliance:

1. **Comprehensive Supplier Vetting:** Robust vetting procedures have been implemented to ensure that all products sourced originate from reputable and legitimate suppliers within the UK market.

2. **Numerous Communication Attempts:** Many communication attempts with the trademark owner have been made, demonstrating my sincere efforts to acquire the required verification.

3. **Utilization of Multiple Verification Channels:** Leveraging various credible channels and resources to verify product authenticity, including extensive research through government databases and other reputable sources.

### Emphasis on Compliance and Rectification:

Despite the challenges faced in obtaining direct documentation, I assure you of my unwavering commitment to compliance. This setback has emphasized the critical importance of due diligence in verifying intellectual property rights. I remain dedicated to implementing additional measures and continuously enhancing my practices to ensure strict adherence to Amazon's policies.

### Request for Reinstatement and Continued Compliance:

I earnestly request the reactivation of my seller account and the opportunity to rectify this situation. I am committed to ensuring the highest standards of compliance and ethical conduct on the platform. I deeply regret the oversight and assure you of my proactive approach to preventing future occurrences.

I am genuinely devoted to resolving this matter and restoring my seller privileges. I sincerely appreciate your understanding and the opportunity to address this situation.

Sincerely.