Has anyone managed to appeal an account deactivation for a product purchased from Superdrug?

Account Health Product Authenticity
1

Help, please!

They don’t issue invoices, but they sent me an email that resembles an invoice, which I screenshot and used for my appeal. In addition, I’ve included:

  • The order confirmation
  • The order dispatch confirmation
  • The confirmation of delivery
  • A bank statement showing the transaction
  • The shipment journey to the Amazon fulfillment center
  • A screenshot of a chat with Superdrug where they confirmed they do not operate a business customer service phone number
  • A letter explaining all the above documents and reiterating their lack of a business phone number.

The appeal has been rejected again, and it seems like they absolutely need a phone number that does not exist. Any suggestions or advice, please?

2

Superdrug provides invoices; it’s not easy, but they do.

Contact them on Facebook and ask for an invoice.

Can you try this and let us know how it goes?

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3

They only provide invoices to VAT registered businesses within 28 days of purchase. I spoke to them on FB, WhatsApp, web chat (to try to speak to different people) and I got the same answer. I spoke to AMZ account health and they think my evidence were rejected because there is no phone number from Superdrug provided. However, Superdrug does not operate a telephone line anymore - I even added that as evidence.

4

Superdrug are a retailer and their invoices are unlikely to be accepted as proof of a valid supply chain in the UK marketplace. But you might be lucky.

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5

Ahh, this makes sense now.

Can you provide the website link, a screenshot of the “Contact Us” page where their phone number is shown, and any other details you find about the company?

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6

There is no phone number on their contact us page. I found one online and tested it myself but it brings you to a pre-recorded message saying they don’t offer assistance on the phone anymore and to use their Web chat or WhatsApp. I provided that explanation in the appeal and added the link to the webchat. I also added a screenshot of a chat I had with Superdrug where they were saying they don’t have a business telephone number anymore. All of that was rejected.