Suspended Account-Appeal Help, Advise


#1

Our seller account was suspended.When I opened the case, nobody review it. When I tired to contact The Account Health Support team to address our concerns in detail between 7:00 am to 6:00 pm Pacific Standard Time use this link: (https://sellercentral.amazon.com/cu/contact-us/cmn/QUALITY) or between 9:00 to 5:00 China Standard Time use this link: (https://sellercentral.amazon.com/cu/contact-us/cmn/MARKETPLACE). It showed the phone call connected, but my phone can’t receive the call.

When I tried to contact related team by email, We have sent POA to appeal our account reinstated issue on 21,Oct 2019 and on 23, Oct 2019. Nearly eight day passed since appealing letter sent out, we don’t get any reply from amazon.

We tried all the ways we can use to contact amazon.Nobody replied to us, please let us know what we can do for appealing our seller account selling privilege.

What happened to amazon team? nobody can find out to solve our issue. Now that we have right to appeal our account, why nobody handle it? What happened?

Is there anybody can give us the suggestion?


#2

It can take up to 30 days, STOP CONTACTING THEM AND WAIT.
Every contact counts as an appeal, puts you to the back of the line, and may get you the KOD “We may no longer reply.”

There are MILLIONS of other sellers, and thousands of cases, they are buys answering issues in the order they were received. All you can do is wait.


#3

as M_L_H said, you must be patient. If you already sent an appeal, you have to wait for them to reply… it can take 30 days, it can take longer, it can take less time, but if you keep sending and sending, they will eventually just mark as spam and never reply…

if you’d like you can post your appeal here, and we can most likely tell you if it is good or not, or if you should start working on a new one.


#4

Dear M_L_H,

We know there are MILLIONS of other sellers, and thousands of cases, but there are also many staffs worked for Amazon.As per amazon reminds us we will get the reply within 24-48hours when we submit the appealing letter. Since our first appealing letter sent out, we don’t get any reply. It is abnormal.

The issue is tried all the ways we can use to contact amazon.Nobody replied to us. No problems to wait for their answers. Even we wait for it, I think it also have time of deadline. Each case should wait for 30 days to handle it, don’t you know it is normal?

If this is the way amazon handle the case, there are more and more seller will lose confidence with amazon.

We do hope there is somebody to review our appealing letter no matter amazon accept it or not and we should get reply rather than waiting and waiting.Even we have fault to cause our account suspend, amazon should reply us as soon as possible.Hope amazon understand the anxious mood for waiting.


#5

Dear rollthebonez,

As everybody know we have to wait for their reply, the question is we wait and no any response from amazon. No matter the appealing letter is accepted or not, amazon should give us the reply, right? As per amazon remind we will get reply within 24-48 hours, we don’t get any reply. Everyone has fault, but they also have chance to correct it.

We just hope amazon to review our appealing letter as soon as possible.


#6

This is not abnormal. The message you received has not been updated with accurate times.

As @M_L_H and @rollthebonez said, a response from Amazon can take 30+ days.

At this time you can do nothing but wait until Amazon contacts you.


#7

Amazon employs a limited number of messaging templates with which to make replies (whether human-generated, or dispatched by “Amabots” [i.e., AI automated mechanisms]); many of them have been out of date - especially concerning normal time frames for responses - for many years past; this is an example of one of them.

Sadly, it is not.

As our friend Papy says, you’ll have to await your turn in a very long queue (even longer wait times are normal at this time of year) - and if you prove unwilling to do so patiently, and press the issue by continuing to contact Amazon, you are quite likely to find that Amazon will decide you are not a good fit with what it is looking for, and never be approved.


#8

It seems that our account was entered in the vicious circle for the appealing. When we send the first POA, Amazon reply us as following

Thank you for your message. We cannot accept your appeal because it does not address the report we received from the rights owner. Please provide the following information so we can process your appeal:

– Proof of product authenticity (e.g., invoice, Order ID, licensing agreement, letter of authorization). It must clearly prove that your products do not infringe any intellectual property rights. Please send this information, any other documentation, and a list of impacted ASINs to notice-dispute@amazon.com.

– Greater detail on the root cause(s) of the infringement.

– Greater detail on the actions you have taken to resolve issues.

– Greater detail on the steps you have taken to prevent infringement going forward.

– Greater detail on why you believe an error has occurred.

Where do I send this information?

Send this information to notice-dispute@amazon.com.

What happens if I do not send the requested information?

If we do not receive the requested information within 17 days of the original suspension notification, your account will remain deactivated.

While each time we submit our appealing letter, the content changed from “Greater detail on the actions you have taken to” , the other contents keep same. This situation from 19 Oct. 2019

On 19 Oct. 2019, amazon replied

– Greater detail on the actions you have taken to resolve issues.

On 29 Oct,2019, amazon replied

– Greater detail on the actions you have taken to resolve {POLICY/METRIC SELLER VIOLATED} issues.

On 15 Nov,2019,amazon replied

– Greater detail on the actions you have taken to resolve the infringement issues.

On 19 Nov,2019,amazon replied

– Greater detail on the actions you have taken to resolve Potential infringement issues.

On 21 Nov,2019,amazon replied

– Greater detail on the actions you have taken to resolve POLICY issues.

On 26 Nov,2019,amazon replied

We are still reviewing your account. We will send you an email when we finish the review.

From 26 Nov,2019, we began amazon account reviewing, it nearly another half month passed, we still don’t get any reply. In order to help amazon reviewing our account, we resubmit our appealing letter on 7 Dec,2019. nobody reply us any more. We don’t know what happened.

Who can help us in this situation?


#9

I’m sorry to tell you, @GOFORWARD_Direct, but you are at the mercy of Amazon’s schedule at this time of year.

You will have to wait for Amazon to reply.
Do not send any thing more to them at this time.
I’m sorry that there’s not a better answer.


#10

We only worried about the reply that On 26 Nov,2019,amazon replied
We are still reviewing your account. We will send you an email when we finish the review. It seems like an automatically replied by amazon robot system we wait for nearly another nearly two weeks, still no reply Then we resubmit revised POA on 7 Dec,2019. From our previous appealing history, it seems our account entered in vicious circle. we don’t know how to do yet except waiting for amazon reply. really crazy!


#11

Make sure you have addressed the causes of your negative feedbacks in your POA.


#12

On December 12, 2019, we got reply as following,

Hello,

Thank you for your message. We cannot accept your appeal because it does not address the report we received from the rights owner. Please provide the following information so we can process your appeal:

– Proof of product authenticity (e.g., invoice, Order ID, licensing agreement, letter of authorization). It must clearly prove that your products do not infringe any intellectual property rights. Please send this information, any other documentation, and a list of impacted ASINs to notice-dispute@amazon.com.

– Greater detail on the root cause(s) of the infringement.
– Greater detail on the actions you have taken to resolve infringement issues.
– Greater detail on the steps you have taken to prevent infringement going forward.
– Greater detail on why you believe an error has occurred.

Where do I send this information?
Send this information to notice-dispute@amazon.com.

What happens if I do not send the requested information?
If we do not receive the requested information within 17 days of the original suspension notification, your account will remain deactivated.

Has your account been deactivated in error?
If you believe there has been an error, please tell us why. Your explanation should include the following information:

– How your listing(s) have not violated the brand’s intellectual property.

Complaint ID: 6649354851

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please send an email to payments-funds@amazon.com.

You can view your account performance (https://sellercentral.amazon.com/performance/dashboard?reftag=email_appeal) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

When we resubmitted appeal again, no any reply from amazon. Anybody give us suggestion on this situation?


#13

When did you resubmit? Perhaps there has (again) not been enough time.

If you post the appeal you submitted, we can help see if there are areas that could be improved.