Account Suspended for inauthentic items


#1

Hello all,

Our account got suspended on February, 18. We have been selling here for more than 10 years and its our first suspension. Your valuable feedback and advise is greatly appreciated. Thank you very much.

Timeline–

1.November 17, 2018 Amazon notice–Removed listings because of buyer complaints about the authenticity of an item. ASIN: B07956MSQQ & B01LWOQZ9T
2.November 18, 2018–Invoices sent
3.November 25, 2018 Amazon notice–Listing Removed from Amazon. ASIN-- B07956MSQQ
4.December 1, 2018 Amazon notice–Cannot accept this invoice because we are unable to verify the supplier. We removed your listings for these items. Don’t relist. ASIN: B07956MSQQ
5.December 18, 2018 Amazon notice–Listing Removed from Amazon.com about the condition
of an item they received from you. ( Used Item Sold as New) ASIN: B06WRSLPXC
6.No response sent by us since we had 0 inventory for ASIN B06WRSLPXC
7.January 25, 2019 Amazon notice-- Listing Removed from Amazon.com about the condition
of an item they received from you. ( Used Item Sold as New) ASIN–B079J5FBKC
8.January 25, 2019–Sent invoices for ASIN B079J5FBKC
9.January 26, 2019 Amazon notice–do not have enough information to reactivate B079J5FBKC at this time.
10.January 26, 2019–Sent more invoices for B079J5FBKC
11.January 26, 2019 Amazon notice–We cannot accept this invoice because it does not cover your sales quantity for the items listed below for B079J5FBKC.
12.Did not send anymore information for B079J5FBKC.
13.February 18, 2019 Amazon notice-- Reviewing our account again for the same ASIN: B07956MSQQ & B01LWOQZ9T from November 2018.(These both ASIN were inactive and closed since November 2018 by us. Inventory removed and disposed. We forgot to delete the listing permanently.)
14. February 18, 2019–Sent them invoices and brief explanation.
15. February 18, 2019 Amazon notice-- -account got temporarily deactivated/ suspended.
16. February 19, 2019–Sent invoices and POA
17.February 19, 2019 Amazon notice— asking for invoices and updated plan of action
18.February 19, 2019–Sent invoices and updated POA
19.February 20, 2019 Amazon notice-- asking invoices for other ASIN
20.February 20, 2019–Sent invoices for requested ASIN
21.February 21, 2019.-- notice to send an updated plan of action

We haven’t sent updated POA yet and would love your feedback before we send it. We are 0 % on all the metrics and 100% customer feedback for last 5 years. 96% products are FBA.

Thanks again for your valuable feedback and time.

(Attachment-- Account health screenshot.)


#2

Suspensions due to Customer Product Authenticity Complaints aren’t difficult to appeal as long as Amazon accepts your invoices.

From your post it sounds like they rejected your POA but accepted the invoices and also that you already appealed multiple times.

Could you post your appeal here for feedback? Otherwise no one will be able to help.


#3

To repeat here from our PM …

Not really sure where to start on this, as I have a lot of issues with several things …

First the appeal:

  1. Root cause is to drawn out, wordy
  2. No one would be contacting Adidas about your sales
  3. "We will also permanently delete and close should be We have
  4. “They don’t provide invoices only digital confirmation” is an issue. Amazon expects you to have and maintain invoices. This only shows these to be considered Retail Sales.

… and stopping there.

{Edit out source} Your source is iffy but could be presentable if you can get them to give you a resale authorization letter.

I don’t see that. I see several mentions of them not being accepted …

4.December 1, 2018 Amazon notice–Cannot accept this invoice because we are unable to verify the supplier.

11.January 26, 2019 Amazon notice–We cannot accept this invoice because it does not cover your sales quantity for the items listed below for B079J5FBKC.

17.February 19, 2019 Amazon notice— asking for invoices and updated plan of action

19.February 20, 2019 Amazon notice-- asking invoices for other ASIN

Issue - Seller has no actual invoices …


#4

Thanks for the valuable feedback. In their last notice it seems that they accepted our recent invoices for ASIN requested. These requested ASIN are different from the ASIN that was flagged as “inauthentic” and have asked for updated POA.

Amazon Notice Below–

We received your submission but do not have enough information to reactivate your account at this time.

Please send an updated plan of action that explains:
– Greater detail on the root cause(s) that led to the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the complaints about the authenticity of your items.
– Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.

Here are a few things to consider as you create your plan:
–Sourcing: Are you sourcing the product from a trusted supplier?
–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
–Review your communications from buyers to better understand the issues.
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

How do I send the required information?
Please send the required information by replying to this email.

What happens if I do not send the requested information?
If we do not receive the requested information, your account may be deactivated.


#5

Since they already accepted your invoices and are only asking for a POA, it shouldn’t be difficult to appeal and get reinstated.

You don’t need to say that you sold inauthentic items. Just tell Amazon what you believe made the buyers to complain about these issues.

Maybe insufficient packaging resulted in the receipt of a damaged item, which the buyer then confused with a counterfeit? Or water leaked into the package during transit and the color of the outer product package somehow changed? These are some example excuses, which can be used.

You can also include sentences like this:

“I have carefully reviewed my entire inventory, not limited to the products with complaints and verified it’s authenticity”.

Then mention what will you do to prevent this happening again, example:

“I will continue sourcing all my inventory directly from the manufaturers and from reputable suppliers to ensure that all items are 100% authentic”.

Here is an example appeal addressing Customer Product Complaints, the reason is “Used Sold As New”, however the base is the same. It should help you.

Don’t copy entire sentences, you need to write it using your own words:


#6

I suggest that you consult my post on writing a plan of action when you have been suspended, which has, by reliable estimates, helped billions of sellers overcome suspension:

Should that prove insufficient to the task, I recommend you consult Oneida Books’ post on overcoming suspension, which has, if knowledgeable assessors are to be believed, gotten trillions of sellers out of suspension purgatory:

Of course you can also post more here if you need further help.

bunga bunga!


#7

How are you sourcing your products?

Manufacturer authorized distributors? From inside the USA?

Multiple brands involved, so I am wondering what the root cause of your problems is.

And that is the key to your POA


#8

Thanks for all the feedback.

Yes we are sourcing our products directly from manufacturer and authorized distributors only. Only from inside USA.

We have successfully submitted invoices in the past and had our listings re-activated without POA. Our account was never suspended. This is our first complaint about “In-authenticity” and account got suspended.

These units were bought in March,2018 directly from manufacturer. They did not provide invoice but a order receipt that was attached to the shipping box. The box and the label were discarded while back so we don’t have proof of that. We contacted manufacturer to see if they can send us invoice. They mentioned that they update the system every 6 months and unfortunately could not provide invoice since this order was past 6 months time.

any other recommendations?


#9

Also, 96% of our sales are via FBA channel. We send all products to FBA using manufacturer label which led to commingling our inventory with other seller’s inventory.
When these ASIN’s were listed in March 2018 there were several other sellers selling the same product. So our inventory was mixed at FBA with other seller’s inventory.
Which we think is the real root cause but performance team isn’t convinced and asking for invoices and POA.


#10

Try to make it short, put in your own words what happened using the advice templates. Make Plan of Action unique to your own situation. The POA should utilize information requested but make friendly and brief. The dates in your timeline are too numerous. Only the essential needed. Just my opinion.


#11

You are supposed to use amazon barcode over the top of the manufacture bar-code, so that amazon can decipher who sold what to who; when multiple sellers are selling on the listing. Your amazon barcode is unique to your business only and is unique to each product you sell.

If you used the manufacture barcode to send in your inventory and another seller also used the manufacture barcode to send in their inventory; and that seller got caught selling fakes or had customer complaints of in-authenticity. You are now attached to that other seller and it will be very hard for amazon to decipher who was exactly involved.

I would definitely mention this in your POA. Pointing out in your POA that you failed to follow amazon guidelines for sending inventory to FBA centers, and pointing out what you will do in the future to prevent any further occurrence as such.

Selling here 10 years and not knowing the importance of the amazon barcode is probably something you may be slapping yourself in the noggin for at this point. I know I would be.


closed #12

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