Dear Kika This is my last action plan.
Unfortunately, this was not accepted.
I received the message below:
Hello Seller,
We received your submission but do not have enough information to reactivate your account.
Why did this happen?
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 we do not receive the requested information your account will remain deactivated.
How do I appeal this decision?
If you have additional documents or information that you have not yet provided, you can submit your appeal by following the instructions on the âAccount Healthâ page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
Review our past communications with you that specify the information required to appeal this decision.
Has your account been deactivated in error?
If you believe the complaints about the authenticity of your items are unjustified or received in error, you can explain how you identified this issue by following the instructions on the âAccount Healthâ page in Seller Central and we will investigate your concern:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
To view your account performance, select âAccount Healthâ on the home screen of the Amazon Seller app on your iOS or Android device, or go to the âAccount Healthâ page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
On iOS:
https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8
On Android:
The âAccount Healthâ page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely, Merchant Review Team, Amazon.co.uk
Hello Rob,
unfortunately, this appears to be a really tricky situation. While Amazon was entirely unjustified to insist on the receipt of invoices that meet a 365 days limit, you shouldnât have altered them.
The Plan of Action needs to better clarify why exactly was the action of altering invoices wrong.
Your refunding of buyers and deleting of stock is actually unhelpful, because it indicates that something was wrong with your goods and that the concerns were legitimate.
You should have maintained that the invoices were authentic, stock was authentic, supplier was reliable and it was only your employee who made a mistake.
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Dear Kika!
Thank you very much for your answer!
I will write my new plan and submit it here!
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Dear Kika This is my latest action plan:
Dear Amazon Seller Performance Team,
I understood that my Amazon Seller account was deactivated and my data removed it according to Section 3 of Amazon Business Solutions Agreement.
This may have happened because some customers complained about the authenticity of the following items:
B074V34X4C, Maison Francis Kurkdjian Baccarat Rouge 540 Pure Perfume, 2.3 Fl Oz
B083JQMKLY, Le Labo Santal 33 Eau De Parfum 100ml
Also, in order to reactivate my sales account, I would like to explain why I submitted documents that appear to be fake or manipulated.
We understand the importance of maintaining the integrity of Amazonâs marketplace, and I take full responsibility for the concern and would like to present my comprehensive action plan to remedy the situation and prevent similar issues in the future.
Root Cause Analysis :
- After careful investigation, I have identified the root cause of the quality issue as:
1., Unfortunately, some customers have received products from our many years of stock. These products have already changed color and the customer may have thought that the product was not original.
- An explanation, which proves why documentation has been submitted, which seems to be false or manipulated:
1., I was recently informed that my account has been flagged for manipulated invoices. Upon receiving this notification, I immediately conducted a thorough internal audit of my records and invoices to investigate the matter.
2., Unfortunately, our stock manager mistakenly offered our multi-year product stock on Amazon.
We no longer wanted to sell these products, so our inventory manager made a big mistake.
3., After Amazon requested an invoice to verify the authenticity of the products, our inventory manager edited an authentic and real invoice to verify the products.This is how he wanted to falsely prove the origin of the products.
We deeply regret this incident and understand the serious implications it has on both Amazonâs trustworthiness and our own credibility as a seller.
Of course, I take full responsibility for this mistake and accept the consequences.
In any case, I consider it important to note that the invoices are authentic, the stocks are authentic, the supplier is reliable, only my employee made a serious mistake.
(I have attached the original and non -edited purchase invoices.)
1-2023-invoice-130-3000220-ZNZ
6-2023-invoice-130-3001775-ZNZ
Immediate Corrective Actions:
- To address this issue promptly and prevent any further occurrences, we have taken the following corrective actions:
1., I shipped all remaining and pending orders received up to the suspension notice immediately.
2., We have terminated the employment of the inventory manager responsible for this mistake. This individualâs actions were contrary to our companyâs values and standards, and their employment with our company has been discontinued.
3., We have implemented enhanced quality control measures to thoroughly vet and authenticate all products before listing them on Amazon.
4., I have carefully read and understood the Amazon policies, especially those related to inventory and Amazonâs anti-counterfeit policies to ensure that I do not violate them again.
5., I confirm that my current inventory is fully compliant with Amazon selling policies, all applicable laws and import regulations.
6., We continue to adhere to our policy to store and list only products suitable for resale.
7., During this, we mean that we cannot list items that we cannot provide an invoice to Amazon to prove the authenticity of our products.
8., This was achieved by comparing our stock with the invoices we received from our suppliers. This ensures that we can provide invoices on request, proving the authenticity of our products.
Preventive Measures:
1., To avoid similar problems, I will always get my products from a reliable source. Whether directly from the manufacturer or official supplier who will be able to provide me with valid accounts that meet Amazonâs requirements.
2., In the end, I worked with a previous unverifiable supplier and I will be sourcing my future inventory from a known and reputable supplier. Below is the contact information for the new supplier:
Website: Fragrances-Wholesale.eu
Email: [email protected]
Office & customer´s support:
Monday â Friday 9.00 â 16.00 CET
Company billing address:
PremierParfum s.r.o.
BIG BOX, hall B10
Ve Ĺ˝lĂbku 1800
Prague 9, 193 00
CZ / Czech republic
Reg. No. 27600904, VAT ID CZ27600904
Tel. warehouse: +420 222 361 584
The company is registered at Municipal court in Prague, section C, insert 118080
Company shipping and warehouse address:
Ve Ĺ˝lĂbku 1800, AreĂĄl BIG BOX, hala B10, Prague 9, 193 00, Czech Republic
(I have attached the new supplierâs latest purchase bill.)
new supplier invoice.pdf
3., To prevent such errors in the future, I have already taken corrective actions, including implementing additional quality control checks in my invoicing process, providing further training to my team, and conducting regular internal audits to ensure the accuracy of all documentation.
Audit report as Proof is attached!
4., In the case of intent to sell brand / brand items, I will list them if I only have a complete set of required documents for the detection of the authenticity of the product (including, but not limited to invoices, agreements, authorization letters).
5., All future generic articles are listed under my trademark with completely new asins. I will also make my own pictures of the products to exclude further complaints.
6., I always make sure that the article is described exactly and coincides with the information currently visible under the Asin by checking the following information: EAN / GTIN barcode, product title, model, brand, manufacturer, packaging, etc. Even with minor deviations If the article is not listed or information is updated.
7., I will continue to relate my products from the most prestigious suppliers who have the right procedures to ensure that the products are properly manufactured, stored, packed and shipped.
8., I always follow a two-stage review process to confirm the authorization status of the supplier: I ask the supplier for written authorization by the trademark owner and directly contact the trademark owners and confirm the authorization granted by the supplier.
9., I always check âAmazon Anti-Counterfeiting Policyâ, âIP Violationsâ and âPolicies and Agreementsâ to maintain updates and react appropriately to avoid sales restrictions.
10., Internal audits are conducted at regular intervals, ensuring that all documentation, including invoices, is thoroughly reviewed. The frequency of audits may vary depending on the volume of transactions and the complexity of our business operations.
11., During internal audits, all invoices are meticulously reviewed to confirm their accuracy and compliance with Amazonâs policies. This includes verifying product details, pricing, payment terms, and supplier information.
12., To avoid similar problems, I will always get my products from a reliable source. Whether directly from the manufacturer or official supplier who will be able to provide me with valid accounts that meet Amazonâs requirements.
Ongoing Compliance:
In any case, I consider it important to note that the invoices are authentic, the stocks are authentic, the supplier is reliable, only my employee made a serious mistake.
Our objective is to ensure that all documentation, especially invoices, is accurate, reliable, and in full compliance with Amazonâs policies. By conducting regular internal audits, we are proactively addressing any potential issues and maintaining a high level of transparency and integrity in our business operations.
We understand the importance of adhering to Amazonâs guidelines and regulations, and we remain dedicated to upholding the trust of Amazon customers and the Amazon marketplace.
I would like to re -tell and emphasize that I take full responsibility for this mistake and take the consequences.
I can assure you that this or similar cases will never happen again!
I acknowledge that submitting forged or manipulated documents is in violation of Amazonâs Seller Code of Conduct.
I acknowledge, that I have read, understood and agree to comply with Amazonâs Seller Code of Conduct.
Moving forward, I will ensure that the documents I provide are not forged or manipulated and I understand that failure to do so will result in the permanent deactivation of my account.
I understand that if my account continues to violate Amazonâs Seller Code of Conduct, my account will be deactivated.
Please let us know if there are any additional steps we need to take or any further information you require to expedite the review process.
We are committed to working closely with Amazon to rectify this situation and prevent any recurrence.
I would like to re -tell and emphasize that I take full responsibility for this mistake and take the consequences.
I can assure you that this or similar cases will never happen again!
Thank you for your attention to this matter, and we welcome any further guidance or feedback from your team to further enhance our internal audit procedures.
Sincerely,
I think that this is a lot better. Have you submitted the Plan of Action already?
I suggest that you request a callback from Account Health Team and get some feedback from them as well.
Dear Kika!
I sent the action plan today and received the following answer:
We are still reviewing your account. We will send you an email when we finish the review.
Sincerely, Seller Performance Team https://www.amazon.co.uk
Thank you!
That is an admission of guilt.
Not something you want to have in the amazon archive, at a later date that can be used against you in a court of law.
It also shows how lame amazon is in policing the authenticity of goods sold, any one can get approved then swap out grey market/fake stuff and place it into the supply stream.
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This means they are looking into it. Wait until you receive a response.
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Letâs not forget. In this case he forged the invoices :O(
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When they admit guilt to forging documents pretty sure amazon is obligated by law to report the incident to law enforcement since multiple felonies are involved. Not sure about other countries and how it is dealt with, assume they have similar, just different terminology.
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Ooh, I didnât know that. Thanks.
In this case, the OP blamed someone that works for him.
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Dear Kika!
I received the message below:
We received your submission but do not have enough information to reactivate your account.
Why did this happen?
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 we do not receive the requested information your account will remain deactivated.
How do I appeal this decision?
If you have additional documents or information that you have not yet provided, you can submit your appeal by following the instructions on the âAccount Healthâ page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
Review our past communications with you that specify the information required to appeal this decision.
Please help me to improve!
What should I do!
I appreciate your help!
Thank you very much!
I am sorry to hear that Amazon again rejected your submission @Rob. Have you tried requesting a callback from Account Health Team to see what what will they tell you as the reason why the new appeal was rejected as well?
Thank you very much for continuing to deal with my case!
Unfortunately, I donât speak English, so I canât make a phone call.
I can only communicate with amazon in writing.
Dear Kika I need to correct my action plan because I received the following message from the customer service.
I understand that you are contacting us about your account reactivation.
I see that your account got deactivated on 1 Jul 2023 because you have supplied documentation to Amazon which appears to be forged or manipulated.
In order to reactivate your account, you have to submit the following:
â An explanation that justifies why you provided documentation which appears to be forged or manipulated; or
â Evidence that demonstrates that the documents you provided are not forged or manipulated
At this point, you do not require to submit your future inventory invoices. You would have to provide details about the issues because of which your account got deactivated.
Please help with your experience!
Thank you 
Since they are only giving you two options, none of which you are able to comply with because the documents were manipulated, then this is not a way how to approach this.
In this case, I would advise you to hire a lawyer to prepare a legal letter to Amazon seeking reinstatement, where everything will be explained to detail.
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Thank you for your answer!
I could not unlock the account.
I would like to close it permanently.
Please tell me how I can close my sellerâs account permanently.
Looking forward to your reply!
Thank you very much!
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A suspended seller account cannot be closed. If you are no longer going to use it, just leave it dormant.
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