Our Seller Central account was suspended a few days ago. According to Amazon, the reason for the suspension is that we were selling a counterfeit product. However, we purchased the product from a distributor (JINNY), and we had only sold it a few months ago, we are not currently selling it.
We have submitted the invoices to Amazon multiple times, but they keep getting rejected.
If anyone has dealt with a similar type of suspension before, please share your advice on how to handle this situation. Any help would be greatly appreciated!
First, ensure that the invoices you submitted meet Amazon’s requirements: they should be clear, unaltered, and include the distributor’s name, your business name, product details, and contact information. If JINNY is an authorized distributor, include a letter of authorization from the brand or distributor confirming the authenticity of the product. In your appeal, acknowledge Amazon’s concerns, explain the steps you’ve taken to verify your supply chain, and commit to preventing similar issues in the future.
If Amazon keeps rejecting the invoices, it usually indicates there’s something missing or inconsistent in the documentation. First, make sure the invoices meet Amazon’s specific requirements: they must be clear, unaltered, and include the distributor’s full contact details, your purchase details (including quantities matching your sales), and the product details, such as model numbers or descriptions matching the ASIN.
Given that the product is no longer being sold, it’s important to clearly explain this in your appeal, emphasizing that the issue pertains to past activity. You should also request that Amazon specify what they find insufficient in your invoices. If the distributor is legitimate and recognized, ask them to confirm their authenticity directly to Amazon - this can sometimes resolve the issue.
If the inventory still exists in Amazon warehouses, consider emphasizing your willingness to cooperate, such as removing or recalling the inventory if necessary.
You should call Amazon Account Health Support to ask for backend annotation. This will give you notes from the Seller Performance Team (SPT) explaining why your invoice was rejected.
If no specific feedback is given, check that your invoices meet Amazon’s criteria. They should have a unique number, tracking info, be final (not pro-forma), and match the supplier’s details and website.
Also, ensure the address on invoices are matches your Seller Central account information.
Amazon may verify the supplier’s information.
Make sure, no changes to invoice are done, Amazon APi rejects such invoices automatically.