I need help with my account suspension and reactivation, as my appeals continue to receive the same response stating that there is insufficient information for reinstatement.
My deactivation notice included two ASINs: one for Sandhu’s Nutrition and another for Mattel.
However, the Sandhu’s Nutrition ASIN was never added, listed, or sold under my account. Despite multiple requests to review and remove it from the deactivation list, it remains associated with my suspension.
During my second interaction with the Account Health Support team, an agent confirmed that my account had no connection to the Sandhu’s Nutrition ASIN. However, this did not resolve the issue, as the confirmation email I received after the call lacked details of our discussion, and no corrective action was taken. I believe Amazon maintains call recordings and can verify this information.
Additionally, my Amazon Account Manager had an internal discussion with a representative from the Account Health Support team, who mentioned that the Mattel ASIN was listed by multiple sellers, some of whom also received deactivation notices. It was suggested that a generic email may have been sent to all sellers linked to the Mattel ASIN, which could explain why the Sandhu’s Nutrition ASIN appeared in my deactivation notice, even though I never listed it. Unfortunately, as this was an internal conversation between Amazon employees, I was not given any written confirmation, nor was the error corrected.
Regarding the Mattel ASIN, after reviewing the listing, we discovered that our employee responsible for product listings mistakenly mapped our Mattel product to an incorrect ASIN with a similar product image but under a different brand name. Fortunately, the listing remained inactive and out of stock, with no sales or shipments, and within four days, Amazon removed it. Since the deactivation, Amazon has requested documents related to Sandhu’s Nutrition, a brand I never listed, and for Mattel, even though the incorrect ASIN was under the brand name Trixzoom, despite using Mattel product images.
To verify authenticity, I have submitted my purchase invoice from a Mattel-authorized distributor, supply chain documents showing the distributor’s purchase from Mattel directly, and my tax submission confirming the legitimacy of my invoices. I have acknowledged and accepted the policy violation, as it was an unintentional human error from our end.
I have reached out to Mattel for a letter of authorization, but they have stated that since they sell their products directly on Amazon and other e-commerce platforms, they cannot provide one. However, they confirmed that I am free to sell their products if allowed by the platform. I have no additional documents to submit and have already acknowledged my mistake. As this is my first and only violation, with no customer complaints, I have requested a second chance to correct my error, but my appeals have been unsuccessful.
I am unsure of what else to do, as I cannot leave this issue unresolved indefinitely. I understand that Amazon maintains strict policies to ensure customers receive only original and authentic products, which I fully support as a buyer myself. However, if Amazon does not believe in granting second chances for genuine mistakes—especially when no harm was done, no inauthentic product was sold, and no customers were affected—then I request that my account be closed rather than leaving me in limbo.
I am a single mother of a two-year-old daughter, and this business is my sole source of income. My account has been deactivated for over five months, leaving me without income and under immense financial strain. I have invested significant resources and even taken a loan to sustain this business. The uncertainty of this situation is causing extreme emotional and financial distress, pushing me toward depression and making it difficult to provide for my daughter.
I sincerely request guidance and support in resolving this issue. Thank you for your time and consideration. I truly hope for a fair and positive resolution.
Best regards,
