I sold this book sold 66 days ago. The buyer opened a return for the reason “bought by mistake”. I politely turned down the claim because it was over 10 days out of my return window. No claim of authenticity whatsoever. 22 days later I was hit with this suspension for just this book. I assume either there is a mixup on amazon’s end, ot the buyer called and changed their reason for return. I have very good feedback and strive to make my buyers happy, even issuing full refunds including shipping on “changed my mind” returns and the like. This is why I am really surprised about quite a few things; A Why would my account be suspended for one suspected infraction, B in the used book category (not exactly selling new items or Prada handbags), C when the buyer (most likely) changed their reason for return, D so far out of the return window, E with so little recourse, lack of communication, and assurance that I will ever be able to sell again on amazon.
It is beyond frustrating and mind boggling that just one customer out of thousands cam simply say something false to get refunded and take down my whole account just seems crazy to me.
Here is the email from amazon:
Your Amazon Seller account has been temporarily deactivated. 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 issue.
Why is this happening?
We have temporarily deactivated your account because we have concerns about the authenticity of the item(s) listed at the end of this email. 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. 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 (https://sellercentral.amazon.com/gp/help/201165970)
– Policies and Agreements (https://sellercentral.amazon.com/gp/help/521)
How do I reactivate my account?
To reactivate your selling account, please send us the following information:
Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below
–These documents should reflect your sales volume during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
–You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
A plan of action that explains:
– The root cause(s) that led to the complaints about the authenticity of your items.
– The actions you have taken to resolve the complaints about the authenticity of your items.
– 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 to firstname.lastname@example.org.
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), your account will be permanently deactivated. Failure to successfully appeal this decision may result in us permanently withholding any payments to you and any FBA inventory of the items that caused “inauthentic” complaints may be destroyed at your expense.
We’re here to help
If you have questions about this message, policy, or the information requested above, please ask our Seller Support team to contact you (https://sellercentral.amazon.com/hz/contact-us/performance). Additionally, you can get help creating your plan in Seller Central Help (https://sellercentral.amazon.com/gp/help/200370560). 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@example.com.
You can view your account’s performance at (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/us/app/amazon-Seller/id794141485) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Title: Industrial Maintenance 001st Edition