Account suspended incorrectly for inauthentic complaint


#476

I would keep waiting. With the New Years holiday and the weekend it may take a bit. Did you send the new plan of action and receipt at the same time? Was you book from a thrift store? We did it exactly as I said with the receipt too and got reinstated. What address did you send to?


#477

I sent it to pq-textbook-review@amazon.com Yes, it was from a thriftstore, bought nearly two years ago. I also sent a copy with receipt and a screenshot of the “out of policy” return to “contact us” on the performance notification page.


#478

Should I also send it to pq-sv-appeal@amazon.com? I could add this to the top… “My account was suspended after a customer tried to return a book after the returns period. I am still unsure if my account was suspended for not accepting the used book return or for inauthentic. It is likely this is a mistake by amazon because amazon(Clara) would not have tried to return the book if it was inauthentic. PLEASE HAVE A US SUPERVISOR READ THIS. Here is my latest appeal.”


#480

I tried explaining some of this to them … failed and gave up…


#481

I have received this which is an improvement. I received it from product-quality-policy@amazon.com (Does that address give us any clues as to what my focus should be?) Unfortunately two hours later I received the dreaded "you have not sufficiently addressed… we may not reply to anymore emails) Which is horrible because I hadn’t sent in a revision. Maybe they got an email I already sent???

"Your plan does not sufficiently address the complaints we received about your listings. To be sufficient, your plan must include:

– 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?
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders."

Before they asked for
"-- 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. ) "


#482

I have sent this as a reply to product-quality-policy@amazon.com along with the same attachments of receipt and screenshot of ‘out of policy’ return. Should I send it to any of the other emails as well? Should I send it again if I don’t hear back? (How long should I wait?)

"This is for the suspension on NeverEndingStoryBooks/Oolalamusic. We changed our name to NeverEndingStoryBooks as we began to sell more books.

Root cause:
-We purchased a copy of ASIN 495567507 from ‘name and address of thriftstore’, on 1/31/2017. This source may not be good at removing counterfeit copies from the market. We acknowledge that there may be high quality counterfeit copies of ASIN 495567507 that may look very similar to the original. I may have sold a used copy unaware that it may have been a counterfeit copy.

Resolution:
-I will no longer sell ASIN 495567507 and I have removed the listing.
-I have educated myself on the Anti-Counterfeit Best Practices endorsed by Cengage, Elsevier, Macmillan Learning, McGraw-Hill Education, and Pearson Education(EPEG) which are designed to eliminate counterfeit textbooks from the marketplace. As a small seller of mostly used items, I have taken on the policies that apply to our business.
-I have thoroughly educated myself and my staff on how to avoid, identity, and report counterfeit books. Signs that a book may be counterfeit can include missing pages, different paper, blurred photographs, blurred or scored/creased covers, different headbands, different trim size and bulk, and inferior binding. Books in brand new, mint condition but marketed as “used” or “like new” is another red-flag that a book may be counterfeit. The “used” and “like new” descriptions are often used to justify a below-market price. If the ISBN on the rear cover of the book does not match the ISBN on the inside copyright page of the book, that is another sign that a book may be counterfeit. Companies and individuals who sell counterfeit books frequently claim that the books are authentic when they are not. Bare assertions of legitimacy should not override common-sense and other warning-signs
-I will compare the following to the original books: Dimensions (Height, Width, and Bulk) Cover(Cover Stock, Cover Images and Copy – Clarity, Proportions, Color Saturation, Fonts, and Back Cover Copy) Specialty Finishing (Embossed/Raised Text and Images, Gloss/Matte, UV Varnish, Foil Stamping, etc.) Barcode Label, Spine (Clarity, Proportions, Color, and Fonts) Text Paper(Opacity – Degree of Show Through, Bulk/Thickness, Color, Finish, and Feel – Does paper feel rougher/smoother than legitimate copy?) Text Printing (Ink (Density, Color) Images (Halftones, Photos, Screens, Tints) Alignment (Bleeds, Margins, Alignment) Clarity (Does printing appear grainy, dark, or blurry?) Binding (Appearance – Spine, Formation, Headband – Color(s) and/or Material Used, Scoring – Cover Hinge Scoring, Adhesive – Color of Glue, Appearance, and Tunneling) Endsheets/Inserts, Missing pages, and incorrect ISBN(inside and out).
-I will not buy or sell books that have ISBN information removed, nor books that have been altered to hide do not sell information.
-Being a small seller, I will not buy in quantities greater than one. I will not buy from outside the US. I will not buy from the internet. I have no need to.
-When I am not sure if a book is authentic, I will not buy or sell the book.
-If I still somehow receive an inauthentic book, I will alert the publisher.
-I will maintain a record of all my purchases.
-I have reviewed my entire inventory to ensure that all stock is 100% authentic. I have removed listings of books if there could be any question of their authenticity.
-We have looked at all sources we obtain books from to ensure that all books we sell will be 100% authentic. I will not buy in quantities greater than one. I will not buy from outside the US. I will not buy from the internet.

Preventing the complaint from happening again:
-We believe the steps outlined above: not offering this ASIN for sale again, review of our inventory, and review of our sourcing policies will be sufficient in preventing this from happening again.
-In general, we will be selling far fewer textbooks.
-We will apply these policies to all media, not just textbooks."


#483

In reviewing some of your store feedback comments, a couple of buyers had “used sold as new” type comments, book not new, cd with broken case etc. One buyer feedback mentioned receiving a different edition of a book in unacceptable condition. Your feedback score is high but a few buyer comments leave me wondering if your current inventory descriptions could use some going over as well.

Have you gone through your inventory to make sure your current descriptions, book editions and conditions are listed within Amazon guidelines?

I think your appeal is much too wordy on the counterfeit issue when there could be problems in your product descriptions even of books that are authentic.


#484

Still nothing… anonymous bookseller “Listing” was not included in their email.


#485

You are focusing too much on the one order that resulted in your suspension, where you could check and correct ALL inventory offerings going forward, You have some used selling as new comments in buyer feedback.

Your POA could address that you have examined all your inventory to make sure you are listing your books in the correct condition. Going forward don’t list New books if you are selling only one copy and not purchasing from publisher/distributors/wholesalers.

Amazon’s decision may not have based on that one “authentic book” that you refused an out of policy return. Maybe Amazon scanned your entire account history and noticed some other issues you haven’t yet addressed with an appeal.


#486

They did not ask for those things "Your plan does not sufficiently address the complaints we received about your listings. To be sufficient, your plan must include:

– 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?
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders"

Still nothing, just automated responses.

I do believe there was an error. They would not have tried to return it if it was counterfeit. Seems like amazon is trying to fill a suspension quota. I am at a loss. I haven’t pointed out the error to them. I have been very courteous, polite, and positive. I have made real changes to my inventory, sourcing, and textbook policies.


#487

So I thought I had a good appeal, but for the 2nd time they said I did not leave enough info to make them happy. Can I leave my appeal and could someone give me some pointers? Thanks in advance!


#489

Yes, please post appeals here. There are sellers who can offer the wisdom of their advice.


#490

Why don’t you post your appeal here also.

Let sellers here help you with some pointers before you contact Amazon again.


#491

Best to start post on your OWN thread on this …


#492

I have still only received automated messages from amazon about my suspension. I have not pointed out to amazon that this was a mistake: The book was not inauthentic. Clara Dufour was a sting operation set up by amazon. (There is another thread on this, it was admitted in a Seattle Times article.) When they tried to send back the book after the returns period, They were acknowledging the book was authentic. Amazon knows it cannot legally send an inauthentic book back. Somehow the list of people who did not accept the returns got mixed with the list of people who actually had inauthentic books. I was told by some the reigning experts not to tell amazon they are wrong, but it has been so long. My suspension was on Nov. 30. My question is this, should I point out the mistake to them or send them the following appeal again?

Here is what I sent a week ago and received the “we may not respond” response:
Hello,
I am ‘my name’ from NeverEndingStoryBooks (once called Ooolalamusic.) We were suspended in November for a supposed ‘inauthentic’ textbook. The book was sold to Clara Dufour who attempted to return the book. It was ‘bought by mistake’ and the return was after the returns period. I never received a complaint from the customer, so I have no reference as to what was inauthentic about it or if it was inauthentic. I am a long-time amazon seller with high standards for customer support and very good metrics. I have thoroughly researched the issue and come up with the following resolution. Your consideration is very appreciated. Please let me know if you need any more information. I can expand on whatever area is needed and be more concise where expansion is not needed. For simplicity and your convenience, I made this rather short. Thank you.

Root cause:

We purchased a copy of ASIN 495567507 from ‘name of thrift store here’ on 1/31/2017. This source may not be good at removing counterfeit copies from the market. We acknowledge that there may be high quality counterfeit copies of ASIN 495567507 that may look very similar to the original. I may have sold a used copy unaware that it may have been a counterfeit copy.

Resolution:

-I will no longer sell ASIN 495567507 and I have removed the listing.
-I have given the customer a full refund
-I have educated myself on the Anti-Counterfeit Best Practices endorsed by Cengage, Elsevier, Macmillan Learning, McGraw-Hill Education, and Pearson Education(EPEG) which are designed to eliminate counterfeit textbooks from the marketplace. As a small seller of mostly used items, I have taken on the policies that apply to our business. Also, I will not buy in quantities greater than one and I will not buy from outside the US.
-I have thoroughly educated myself and my staff on how to avoid, identity, and report counterfeit books.
-I have reviewed my entire inventory to ensure that all stock is 100% authentic.
-We have looked at all sources we obtain books from to ensure that all books we sell will be 100% authentic.

Preventing the complaint from happening again:

-We believe the steps outlined above: not offering this ASIN for sale again, review of our inventory, and review of our sourcing policies will be sufficient in preventing this from happening again.
-Our account is in vacation mode. If reinstated, we will be able to use the Edit feature once again. We will go through the descriptions for a third time to make sure the condition and descriptions are accurate and adhere to amazon’s books and media condition guidelines. I will make sure they are listed on the correct page.
-Allow for a wider range of returns and maintain highly positive interactions with customers.

Customer satisfaction, adherence to amazon policies, and keeping counterfeit books out of the marketplace are extremely important to me. Again, let me know if this POA is good or if I should expand anywhere. I want to be and continue to be the best at amazon performance and to be able to show it.

Yours sincerely,
‘my name’


#493

I have posted here. There are three of my appeals if you look through the thread.


#494

did you solve it?


#495

May I ask if this has finally been resolved in your favor?


#496

They never ever responded to any email. No resolution :frowning: Its just not fair


#497

At this point you may want to look into arbitration. What do you have to lose?
Look at the terms of service for more details on arbitration.

https://sellercentral.amazon.com/gp/help/1791?language=en_US&ref=ag_1791_cont_521

It’s subsection 19.

Good luck.