We’ve been selling sports merchandise online for years, decided to start FBA beginning of this year (Jan 1). Everything was going great, we had close to 100 orders, all of a sudden got a “Your Amazon.com selling privileges have been removed” notification for “complaints about the authenticity of the items you are listing”. All metrics are great, 100% positive feedback. All items we list on Amazon are licensed and come directly from a reputable supplier. We are 100% positive that everything we sell is authentic, and suspect a competitor has made the claims because we had gained a large number of buy boxes.
We were not told which items caused the “complaints”, so we requested that info and were given 4 ASINs. We re-confirmed that all our inventory for these ASINs was 100% authentic.
As requested, we sent copies of invoices from our supplier issued in the last 365 days, as well as contact information for our supplier. We were also told to send “NFL licensing verification”, however, the NFL does not issue licenses to retailers, it issues licenses to manufacturers, and those licenses are then transferrable to suppliers and retailers such as us. We explained this numerous times. We also offered to simply remove any listings causing rights issues so that we can just get the issue resolved.
We have provided requested information and sent succinct but effective plans of action no less than 7-8 times. Every time we have just received the same response telling us to send more information about “The issues that caused the complaints” and “The actions you have taken to resolve the issues and prevent similar complaints”. How are we supposed to provide a plan that explains the issues that caused the complaints, when we haven’t been told any information about any complaints which were apparently received regarding our products? And every time we ask, we just get the same stock response?
We also opened a “Suspended” case ticket to try to get more info, but it was closed with no response. So today we opened a new ticket asking to get a call to figure out the issue, but the only response we got was “The Seller Performance Team does not offer telephone support. We can be reached via email at firstname.lastname@example.org.” and they closed the ticket. No attempt to actually address the issue or offer to help, just telling us to try again at something that doesn’t work.
Meanwhile all the money we need to pay the credit card bills for all the products we’ve already sent to Amazon and shipped to its customers has been seized by Amazon, and all our FBA products are collecting storage fees while we can’t sell any of it. Curiously this all happened just a couple days before we were supposed to be paid, too. We’re also basically scammed out of our $40 Professional account fee, which we paid in the expectation that we would be treated professionally. How foolish of us.
We are a legitimate seller with legitimate, authentic products, and we can’t even get a proper response after numerous attempts, meanwhile tons of obviously fake sellers with fake listings and 1% feedback ratings go on selling with impunity. This is really unacceptable and we just hope someone from Seller Support will see this and actually take our issue seriously or try to help us resolve it. Please, please, please.