I am reaching out to the community to seek guidance on how to reactivate my Amazon seller account, which has been deactivated since March 2024.I was initially notified to attend a video interview to confirm my identity and provide the invoice for just one ASIN. (I have the Valid invoice representing the product of last 365 days )
During the interview, I was unaware that I needed to provide the full supply chain documentation, which includes invoices from all licensed distributors of the brand. At that time, I only had the invoice from my direct supplier. Unfortunately, I also experienced internet connectivity issues during the interview, which further impacted communication.
After my account was deactivated, I reached out to the Account Health Team and was informed that I needed to submit documentation for the entire supply chain. Following their advice, I promptly submitted all required documents, including the confirmation email from Hasbro (the brand), verifying my supplier.
Here is the supply chain in question:
- UPD Inc. (My Supplier)
- JRC Toys (Distributor)
- Hasbro (Main Brand)
I have provided the following documentation:
- Invoice from my supplier (UPD Inc.)
- Invoice from my supplier to the distributor (JRC Toys)
- Invoice from the distributor to Hasbro
- Letter of Authorization from all parties involved (UPD Inc., JRC Toys, and Hasbro)
Despite submitting all the requested documents, including the confirmation email from Hasbro, my account remains deactivated.
Additionally, I received a notification after submitting the supply chain invoices stating that my interview would be considered complete if I provided the invoice dated prior to February 9th. My order was placed on February 7th, and the shipping template was created on February 9th. The supplier issued the order confirmation on that date and the invoice on February 13th (the shipping date). According to my supplier's policy, the invoice date aligns with the shipping date, but the order date is also mentioned on the invoice.
I was advised to provide a date confirmation letter from my supplier and if after providing it concerned team again reject's my appeal the account health team will send my appeal for the second review. the representative also written this in the notification. I submitted this letter of date confirmation, and when my appeal was rejected, However, since then, I have been trying and referring to that notification they are unable to escalate the issue. When I refer to the escalation notification, the response I receive is that escalation is not possible if someone has failed the interview, despite having submitted all the necessary documents.
I am truly seeking advice and help from the community on what additional steps I can take to get my account reinstated. I have provided all the documentation as requested and am hoping for some guidance on what more might be required. @Seller_SBIjJooGeXSQ6@Seller_aEROSwwdnzGiU @Seller_pAPBCLhysbW5T@Seller_kIukTwdhvntAp@Seller_JT2cdQLa0Oueg@Seller_QYS7Alex1XIw4 My seller ID is AVAFHZDJ0Q5PD
This is the recent appeal that I submitted
At the time of my interview verification, I was unaware that I needed to provide the complete supply chain documents, including invoices from all licensed distributors of the brand. I only had the invoice from my supplier at that time. After my account was deactivated, I sought guidance from the Account Health Team and learned that I needed to submit documentation for the entire supply chain. In my recent submissions, I have provided all required supply chain documents, along with Hasbro’s confirmation email verifying my supplier.
During my communication with an Account Health Specialist, I was informed that the team believes I arranged the supply chain documents of the distributor after my account was deactivated. Additionally, they consider that I was required to verify my supplier directly with Hasbro before listing the product on Amazon and clarify my supplier vetting process.
Supplier Vetting Process – UPD Inc.
Before purchasing the product, I conducted due diligence to verify my suppliers:
- I identified that Hasbro holds the license to produce and distribute Spider-Man toys and that they sell through authorized distributors rather than directly.I verified that JRC Toys is an authorized distributor of Hasbro products. However, I was unable to meet their minimum order quantity (MOQ).JRC Toys guided me to UPD Inc., which offered the required quantity.
- Before purchasing, I emailed Hasbro to verify both JRC Toys and UPD Inc. as authorized suppliers and obtained permission to sell the product on Amazon. Email communication is also attached.
Invoice & Supply Chain Documentation
After my account was deactivated, UPD Inc. provided me with their invoice from JRC Toys, and JRC Toys provided their invoice from Hasbro. I then verified these invoices directly with Hasbro via email, and Hasbro confirmed that JRC Toys is an active customer.
- Upon submitting these documents, I received a notification stating that my interview would be considered complete but that I needed to provide an invoice dated prior to February 9, 2024.
- I placed my order on February 7, 2024.
- I created the shipping template on February 9, 2024, for inventory intended for delivery to the Amazon fulfillment center.
- My supplier prepared the inventory and delivered it on February 13, 2024.
- Due to my supplier’s policy, the invoice was issued at the time of delivery, which is why the invoice date differs from the order date.
I explained this situation in my submission, but my appeal was rejected. During a call, an Account Health Specialist informed me that the team required additional confirmation of the invoice dates from my supplier. He also mentioned in a Call Me Now Inquiry notification on October 7, 2024, that if my appeal was rejected again after submitting this confirmation, the case would be escalated for a second review.
Supporting Documents Submitted
To address this issue, I have submitted the following documents multiple times:
- Screenshot of my supplier’s invoice printing system
- A confirmation letter from my supplier addressing the invoice date issue
- Despite providing all necessary documentation, the Account Health Team is still rejecting my request to escalate my appeal, stating that my invoice is invalid. I have clearly explained the reason for the invoice date difference and have provided multiple supporting documents.
After consulting with a senior specialist, I was informed that the Account Health Team cannot escalate my case because I failed the video verification. However, I was advised that I can request another video verification.
To resolve this matter, I have requested my supplier on 30th of January to send a confirmation letter validating the invoice’s authenticity along with the invoice to this email.
An opportunity to complete another video verification, if necessary to resolve this issue.
I appreciate your time and consideration in reviewing my request. Please let me know if any further clarification or documentation is needed.
