Hello, I hope someone can help me with my suspension. My US account has been opened in late August 2019 and deactivated in October 2019 because I didn’t not have invoices for items I sent to FBA. I was hoping that someone can help 1) with POA; 2) advising when/how to escalate this matter. Any help is very much appreciated. This is the first notice I got: Dear XXXX, Your Amazon Seller account has been temporarily deactivated and 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 the following concern(s). Why is this happening?We are reviewing your Amazon Seller account for the reason(s) listed below. In order to ensure that customers can shop with confidence on Amazon, we routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items. How do I reactivate my account?To reactivate your selling account, please address the following concern(s): You are offering items that may be inauthentic. A list of these items is provided below: -------------------------------------ASINs: XXXXX49X ASINs: XXXXXJYX ASINs: XXXXXHX ------------------------------------- Please send us the following information:-- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days. The quantity of items shown should match your inventory.-- If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.-- If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.-- Contact information for your supplier, including name, phone number, address, email, and website. You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information. The sale of counterfeit products on Amazon is strictly prohibited.You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:-- Amazon Anti-Counterfeiting Policy (Amazon)-- Policies and Agreements (Amazon) How do I send the required information? Please submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (Amazon Sign-In). What happens if I do not send the requested information?If we do not receive the requested information within 17 days, or after two unsuccessful appeals (whichever occurs sooner), we may not allow you to sell on Amazon. Failure to successfully appeal this decision may result in us permanently withholding any payments to you. You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to [email protected] Sincerely, Seller Performance Team I have written several POAs and did not have much success so far, in fact I have not heard back from amazon for more than month now. This is last response I’ve received from Amazon (in beginning of January 2020): Dear XXX, We received your submission but do not have enough information to reactivate your account. Why did I receive this message?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 happens now?Your account will remain deactivated. If you have funds in your account, they will be available after any amounts paid for A-to-Z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer. 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. You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to [email protected]. Sincerely, Seller Performance Team amazon.com I’ve removed all my inventory from seller central and replied with following POA (modified Kika’s template): Dear Amazon Seller Performance Team, This is revised plan of action in regards of Seller Account suspension due to authenticity concerns. I understand that I have come in violation of Amazon policies. This happened as result of personal inexperience in selling on Amazon and not ensuring proper way of sourcing. ROOT CAUSE OF THE PROBLEM: - I realized that I don’t have invoices for items that have been send to fulfillment center to prove authenticity of products.- I failed to get an authorization and seller rights from the brands. - I failed to source merchandise for sale on Amazon from reputable suppliers who would provide me with valid and acceptable invoices. IMMEDIATE CORRECTIVE ACTIONS: - All listings were permanently deleted from my Seller Account inventory, including all items which were in violation of Amazon policies.- I have decided to stop sourcing from unauthorized sources since their invoices weren’t valid.- I have read Amazon Anti-Counterfeiting Policies and Agreements to make sure that my store stays compliant. CORRECTIVE CHANGES TO BUSINESS TO PREVENT FUTURE ISSUES: - I will only list items that are purchased either directly from the manufacturer or distributors that are authorized me to sell their products. - I will retain all the valid invoices for each item listed in my inventory. - I will verify that the products or listings don’t violate anyone’s intellectual property, trademark, copyright or patent. - I will not list against any products that do not precisely match the details page. - I will regularly read and re-read the Amazon guidelines and policies to ensure that I do not violate them again. - I will monitor all changes of the policies or any applicable laws, which could affect mine account and react proactively. I believe that this Plan of Action and the actions I have taken in my Seller Account are sufficiently addressing the issue.In addition, I’m very determined to continue selling on Amazon and hopeful that I could be forgiven on this occasion. Sincerely,
In this case, my suggestion would be to purchase merchandise from a reputable supplier and then include a mention of this in your Plan of Action.
Attach invoices that meet all Amazon standards and let them know that these are the goods you are intending to sell on the site once you have your privileges back.
Thank you, Kika. Do you think I should submit another POA thru appeal button or by e-mailing to seller performance? Also, it is too early to escalate, right? Thanks
I would definitely do it using the appeal button.
Escalating should be the last option.
However, you can always contact Amazon Account Health Team using one of the following phone contact links and ask them for a quicker resolution: