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Thread: Closed account - but why ?
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Permlink Replies: 42 - Pages: 3 [ 1 2 3 | Next ] - Last Post: 27 Aug, 2013 8:29 PM by: Ariya
Ariya

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Registered: 13 Dec, 12 1:35 AM
Posted on: 25 Aug, 2013 4:28 PM  
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Hi;
I have been selling here for 3 1/2 years, I have a feedback score of 99% and sales that average 400k er month.
I got my account suspended on the 6th of august cause they said I might be selling counterfeit but would not tell me what and asked me to check my feedbacks to find out and form an appeal
Prior to this I had received a couple warnings 3 months apart and replied to all of them offering proof of purchase, manufacturer emails and whatever it would take to prove my point and my innocence.
In one example the person bought hair "wax" then said the "fragrance" was different than what he remembered. This is completely bogus, companies change their packaging and the smell of their products all the time and that is just how it is, by law (even amazon's own rules" we can not take back a half used health and beauty item anyways but I offered and sent a copy of my most recent purchase with the packaging list directly from the manufacturer that showed arrival only a few days before this suspension.
Let me add that all of my metrics are as good as they get, my orders are shipped in 24 hours or less and I have over 200K inventory in FBA.
On top of that this is my very first suspension, they also told me to make sure and fill all orders and solicit feedback from customers, someone from performance team also called me and talked to me for about 2 hours saying the same things and I offered any and all proof that amazon might need to know that I am selling good items here.
I even took a manufacturer to court a couple years ago for falsely accusing us of selling counterfeit basically because they did not want their item sold on amazon and naturally I won the case !
I sent all of that in too but then two weeks later after a couple of more inquiries I got a two line email saying that a specialist looked at my case and decided not to open us again and that this is permanent and also that they don't want to hear about it anymore !!!?!?!?!
I have 160K on hold with close to no A-Z at all, I think the total A-Z they've had to pay out in the last 3 years does not even make it to 2K, I also have a lot of inventory in FBA where they kept encouraging me to send more, NONE have a problem.
One of the customers talking about "fake" items wrote and email in the middle of this and asked for forgiveness for the mistake she had made after seeing the new packaging in a salon.
There is no reason to close an account like this , making me and everyone who works for me miserable, on top of that holding all of my money and my inventory :(((((
I have always loved amazon.com and for me it was a dream to sell here, I have been extra careful and very nice and polite to my customers, holding 99% feedback when you getting 800+ of them per month is not easy, believe me it takes work but this is my reward ????
Does anyone have any suggestions ? I have read about people going through this but they had FB problems or shipping problems or sold stuff imported from CHINA etc.. we have done NONE of that and have offered solid proof to back it up, what the hell is going on here? how can day completely ruin someone like this ? Did I mention this is my first and only suspension since I started?
Did I mention that I know of someone who has sold ACTUAL FAKE items on this site and was reopened after 3 weeks?
HELP :((( View the reply Ariya selected as correct
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Bad Robot

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Registered: 01 Mar, 12 6:09 PM
Posted on: 25 Aug, 2013 5:10 PM   in response to: Ariya in response to: Ariya  
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At this point, you probably won't be able to get Amazon to change their mind. Once they say "that this is permanent and also that they don't want to hear about it anymore", they mean it.

You will have to look elsewhere for a sales path.

I hope you can find it.
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NextGen Gamer

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Registered: 03 Mar, 12 2:30 AM
Posted on: 25 Aug, 2013 5:16 PM   in response to: Ariya in response to: Ariya  
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Quick E Shop wrote:
Hi;
I have been selling here for 3 1/2 years, I have a feedback score of 99% and sales that average 400k er month.
I got my account suspended on the 6th of august cause they said I might be selling counterfeit but would not tell me what and asked me to check my feedbacks to find out and form an appeal
Prior to this I had received a couple warnings 3 months apart and replied to all of them offering proof of purchase, manufacturer emails and whatever it would take to prove my point and my innocence.
In one example the person bought hair "wax" then said the "fragrance" was different than what he remembered. This is completely bogus, companies change their packaging and the smell of their products all the time and that is just how it is, by law (even amazon's own rules" we can not take back a half used health and beauty item anyways but I offered and sent a copy of my most recent purchase with the packaging list directly from the manufacturer that showed arrival only a few days before this suspension.
Let me add that all of my metrics are as good as they get, my orders are shipped in 24 hours or less and I have over 200K inventory in FBA.
On top of that this is my very first suspension, they also told me to make sure and fill all orders and solicit feedback from customers, someone from performance team also called me and talked to me for about 2 hours saying the same things and I offered any and all proof that amazon might need to know that I am selling good items here.
I even took a manufacturer to court a couple years ago for falsely accusing us of selling counterfeit basically because they did not want their item sold on amazon and naturally I won the case !
I sent all of that in too but then two weeks later after a couple of more inquiries I got a two line email saying that a specialist looked at my case and decided not to open us again and that this is permanent and also that they don't want to hear about it anymore !!!?!?!?!
I have 160K on hold with close to no A-Z at all, I think the total A-Z they've had to pay out in the last 3 years does not even make it to 2K, I also have a lot of inventory in FBA where they kept encouraging me to send more, NONE have a problem.
One of the customers talking about "fake" items wrote and email in the middle of this and asked for forgiveness for the mistake she had made after seeing the new packaging in a salon.
There is no reason to close an account like this , making me and everyone who works for me miserable, on top of that holding all of my money and my inventory :(((((
I have always loved amazon.com and for me it was a dream to sell here, I have been extra careful and very nice and polite to my customers, holding 99% feedback when you getting 800+ of them per month is not easy, believe me it takes work but this is my reward ????
Does anyone have any suggestions ? I have read about people going through this but they had FB problems or shipping problems or sold stuff imported from CHINA etc.. we have done NONE of that and have offered solid proof to back it up, what the hell is going on here? how can day completely ruin someone like this ? Did I mention this is my first and only suspension since I started?
Did I mention that I know of someone who has sold ACTUAL FAKE items on this site and was reopened after 3 weeks?
HELP :(((

If you really did $5,000,000 in revenue a year and have stellar feedback like you say, you'd be able to get a live person on the phone from Amazon to assist you, or at least give you direction. I don't care what people say about not being able to talk to Seller Performance. Money changes everything.
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Ariya

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Registered: 13 Dec, 12 1:35 AM
Posted on: 25 Aug, 2013 5:16 PM   in response to: Ariya in response to: Ariya  
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yes, me too but this is just not right. What is the difference between me who has done things by the letter of the law and those who have not and are still on this site ?
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Dalek Caan

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Registered: 01 Mar, 12 7:33 PM
Posted on: 25 Aug, 2013 5:16 PM   in response to: Ariya in response to: Ariya
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If what you are saying is true, you may have one more chance at getting it sorted if you email jeff@amazon.com. This is an executive department that looks at the emails they receive. If there is a mistake that was made by Seller Support, they will get your case into the right hands to have it reevaluated. This is how I got my account reinstated many years back.
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aaa-toys

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Registered: 06 Mar, 12 5:31 PM
Posted on: 25 Aug, 2013 5:22 PM   in response to: Ariya in response to: Ariya
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I would try redrafting your appeal. Keep it business like, do not get emotional. Do not mention about taking the manufacturer to court....do not mention other sellers who sell fakes and got reinstated. Simply state your side that the counterfeit claims are incorrect,
Gather up invoices on the items in which the assertion of counterfeit were made and include them.

Post your draft here before sending it in to jeff@amazon.com....that is the personal email for Jeff Bezos, though he doesn't answer anymore....his team will receive it and will reply back.

Remember to post it here for critiquing, listen to the advice given here when it is critiqued.
The posters here will be brutal and will give you matter of fact answers but will be of value.

Some sellers have gone thru permanent suspensions and actually made it back in.

Good Luck
Dan
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Ariya

Posts: 76
Registered: 13 Dec, 12 1:35 AM
Posted on: 25 Aug, 2013 5:28 PM   in response to: NextGen Gamer in response to: NextGen Gamer  
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if you dont believe me here it is;

30 days 90 days 365 days Lifetime
Positive
98% (627)

98% (1992)

99% (9820)

98% (24021)
Neutral
1% (9)

1% (17)

1% (70)

1% (214)
Negative
1% (7)

1% (19)

1% (78)

1% (206)
Count 643 2028 9968 24441

And the balance for the last 10 days of the last deposit cycle, got suspended with 4 days left in it
Closing Balance
$155,438.95

But the problem is that I when I can them they say this is not a tech issue and seller performance does not come on the phone, someone from there DID call me 2 days after suspension and actually gave me a bunch of advice for when my account is "active again" IF they decided to activate it but that was it.

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Ariya

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Registered: 13 Dec, 12 1:35 AM
Posted on: 25 Aug, 2013 5:29 PM   in response to: Ariya in response to: Ariya  
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Ariya

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Registered: 13 Dec, 12 1:35 AM
Posted on: 25 Aug, 2013 5:33 PM   in response to: aaa-toys in response to: aaa-toys  
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That is great advice, thank you. To tell you the truth I already sent an email to jeff@amazon.com on Friday out of desperation, that was before I found out about this forum, I will post it here please tell me what you think.

Hello Jeff;
Please give me a minute of your busy day and read my email.
I am in love with Amazon.com and have always been a fan of yours and this site.
I consider it a privilege to sell on this site and follow in your footsteps offering people good items, good prices and great service to go with it.
Since I started selling on your site I have been very careful to ship on time, give very good service and offer legitimate items to go with it, I had close to 150,000 transactions since January of this year with 99% positive feedback rating.
My performance metrics are all fantastic and my seller 'rating" from amazon is 100 out of a possible 100.

A couple of weeks ago I received this email from the seller performance team;

Hello from Amazon.

We are writing to let you know that we have removed your selling privileges, canceled your listings, and placed a temporary hold on any funds in your Amazon.com seller account. Any new selling accounts you open will be closed.

We took these actions because the items you are offering on our site may be counterfeit. Items offered for sale on our site must be authentic.

Our policies prohibit offering any item that has been illegally replicated, reproduced, or manufactured. For information on this policy, search on “Prohibited Content” in seller Help.

We encourage you to take appropriate steps to resolve any pending orders. Note that any amounts paid as a result of A-to-z Guarantee claims and chargebacks may be deducted from your seller account.

After 90 days, the hold will be removed and any remaining funds will be available per your settlement schedule. In addition, balance and settlement information will be available in the Payments section of your seller account. If you have questions about these funds, please write to payments-investigate@amazon.com.

If you would like to appeal this decision, please visit the Notification page in the Performance section of your account, find this message in the list of notifications, and click the Appeal button (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html). For information on creating an appeal, search on “Appeal the Removal of Selling Privileges” in seller Help.

Regards,

Seller Performance Team
Amazon.com
http://www.amazon.com

I immediately volunteered invoices, proof of purchase and whatever else it might take for me to show that these accusations are not correct. I also sent an appeal to the team right away.

A couple of days after that I received a phone call from "Brad" in seller performance team who talked to me for about 2 hours on the phone and told me that the concern might have been with selling "old" and "expired" items rather than "counterfeit" and the base of it is 3-4 complains in the last 8 months.
This is miniscule comparing to the number of successful transactions I have completed but I tried to address his concern and even sent in a letter from "Chi" that admitted my items are not "fake" and also other invoices and yet another plan of action. I still did not hear anything more for another 11 days after that and was forced to inquire again.

Can you imagine the horror and the shock of seeing the next email after so much honest and pure effort ?

Hello from Amazon.

Thank you for writing. After a review of your account by an account specialist, we have decided not to reinstate your selling privileges.

We regret we are unable to provide further information on this situation. Further correspondence regarding the closure of your selling account may not be answered.

The closure of this account is a permanent action. Any subsequent accounts that are opened will be closed as well.

Regards,

Seller Performance Team
Amazon.com
http://www.amazon.com

I have people working here who have families, I have to fire every single one of them, all they tell me is that 'we have done nothing wrong" and that is so true.
I have done everything amazon told me to do, sent stuff to FBA, sent invoice, proof of purchase, took care of customers etc.....
This is very unfair to us, ito be honest I just want to cry now, for me and for all of my staff. Please tell us what we did wrong and what we need to do to be able to come back ?
I am sorry to be writing to you but this is as desperate as can be, I KNOW first hand of people who have purposely sold counterfeit items on your site and are still there selling items. In my company we do not practice things like that and I sent proof to show that I am correct.
Please help me out, I am innocent. I have proof for anything and everything you might need, please don't ruin our dreams and our lives without cause :(
Ariya

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aaa-toys

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Posted on: 25 Aug, 2013 5:34 PM   in response to: Ariya in response to: Ariya  
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You have nothing to prove here....this is getting you no where.

You need to calm down and I don't mean that negatively....I can understand why....this must be completely devastating......but to make this work, you have to be in the right frame of mind and find your center.

Work on this second appeal and sit on it overnight then work on it again tomorrow, post it here and when it is critique take it calmly and listen to the advice given.

Dan
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NextGen Gamer

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Posted on: 25 Aug, 2013 5:36 PM   in response to: Ariya in response to: Ariya  
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It sounds like you have an idea of where the counterfeit claims are coming from. If you were to stop selling that product line, or even the entire product category, would your business collapse? I would suggest writing to Amazon and telling them you will stop selling in the category where you believe the counterfeit claims are coming from, and you will be diligent in reviewing your current and future inventory purchases to ensure your merchandise is legitimate. Finally, point out your revenue and feedback numbers as that will make a difference. Good luck.
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aaa-toys

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Posted on: 25 Aug, 2013 5:40 PM   in response to: aaa-toys in response to: aaa-toys  
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After reading that....you should redraft and send again, stating that you were informed after the appeal that the reason for suspension was erroneously given to you in your suspension letter. Tell them now that Brad has actually state it was for expired product ( a big no-no).....make a plan on how you can prove, that you will not sell expired stuff again. Institute a plan in which you...yourself will...not your employees will be responsible for quality control and how you will make sure this never happens again.

Dan

Edited by: aaa-toys on Aug 25, 2013 5:41 PM

In your new draft cut out the platitudes..keep it business like

Edited by: aaa-toys on Aug 25, 2013 5:43 PM
Also cut out the guilt trip....it's only gonna hurt you.
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Ariya

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Posted on: 25 Aug, 2013 6:09 PM   in response to: aaa-toys in response to: aaa-toys  
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I actually do not have an idea of where this is coming from but I can not delete a whole category.
Brad did tell me to sell everything in a "box" but selling a shampoo that comes in a bottle with a made up box would be "counterfeiting" that item !!!!
And I understand what you have suggested but would that not be admitting to something that I have not done since I have never sold anything that was expired? Honestly these items do not stay on the shelves long enough for that !!
i only bring the best and the most popular items and have a hard time getting enough of them in.
Also do you think I should rewrite to seller performance even though they told me not to or rewrite to Jeff Bezos even though they have not answered yet ?
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Ariya

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Posted on: 25 Aug, 2013 6:21 PM   in response to: NextGen Gamer in response to: NextGen Gamer  
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Actually deleting the category will be 100% my business, but I know for sure that everything I sell there is perfectly legal and in good shape direct from the manufacturer.
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Dalek Caan

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Posted on: 25 Aug, 2013 6:57 PM   in response to: Ariya in response to: Ariya  
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Quick E Shop wrote:
Also do you think I should rewrite to seller performance even though they told me not to or rewrite to Jeff Bezos even though they have not answered yet ?

Seller Performance will usually not read your emails after they say they won't. Emailing Jeff (an executive office) will get read until they respond that they will not. Make sure you are professional and business like.
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