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Account Health Support
by Seller_SBIjJooGeXSQ6

The Account Health Support team is a dedicated support channel for Professional Sellers worldwide. They address concerns and questions related to the Account health Page or other policy violations.

Our specialists can help you with the following:

  • Navigation: Guidance on navigating the account health page and the related performance calculations.
  • Understanding Amazon’s Policies: Offer guidance on Amazon policy to help prevent and resolve violations as they arise.
  • Address violations for any performance defects, listing deactivation's, and policy violations: Provide guidance and support on required information, or documentation to successfully resolve violations.
  • Improvement to Customer Service and Shipping Performance: Work with your business to uncover the root cause of potential or experienced situations, and offer suggestions that can help improve these calculations and customer experiences.
  • Obtain and Maintain good Account Health: Supportive education on how the account health rating is calculated including score and impact, along with how to maintain the score once achieved.
  • Submit requested information to avoid account deactivation or support reactivation: Our specialist can also support with the submission of requested information as needed to help avoid account deactivation, or aid in the reactivation of the account.

All professional sellers will have access to the Contact Us button on the Account health Page, or by utilizing the Help Button from anywhere in your account. You can also find this feature on your mobile device by selecting Account Health in your Performance menu. Account Health Support is available 7-Days a week, and depending on your location, and preferred language, there available hours may vary. You can confirm these times by clicking on the Contact Us button.

What if I am not a professional seller and I need support?

All amazon sellers including individual sellers can locate more information in our help section of seller central, this includes a variety help pages and our Seller University. Additionally, you can create your own discussion under the Account Health category for additional support and guidance.

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Missing products in FBA
by Seller_xWU2c6yZxFlQx

Does anybody know what I need to do If the FBA is missing my products since two months ago? I have already summited cases and I have spoken people in amazon and no one has responded to my problem. Any suggestions?

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Good afternoon,

We sell ASIN B007IAO62I which costs anywhere from $950-$1100 each. This item is a tool. We have a customer who recently bought a new one from us and returned it. When we opened the return we noticed the customer put his old damaged tool in the case and shipped it back. We track all the serial numbers on the tools and the serial number did not match the box that he shipped back to us, nor do we have record of having this serial number. Do we have any course of action? On smaller items we dont worry about it but this customer practically stole a $1000 tool. Customer order: Order Item ID: 95923661587881

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For FNSKU X004111ASL, Amazon told us that 5 of the item was found and then returned to inventory in FBA warehouse. However, the inventory never show up in our FBA inventory page and it has been a month after the ticket was submitted. Could anyone help me understand what happened to these 5 found items?

Related cases number:

15172968081

15184860791

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I've noticed several listings where sellers will have a multi-pack or bundle of brand name items and they will put the items in their own company's branded box or packaging. Obviously, this isn't adding any value for the customer and is just a way to prevent other sellers from jumping on the listing.

Here's an example: B0C5WN1K7G. Two boxes of Crystal Light Lemonade, but it comes in a box with the seller's company sticker on it. The brand is listed as "Supreme Box", when it should be Crystal Light. If I tried to sell on this listing, I imagine I would quickly get a counterfeit claim from "Supreme Box".

There's another listing that I couldn't find where it's a few different bags of Temptations Cat Treats along with a sticker of the seller's company. Bundles are supposed to consist of items that are complementary to each other...I wouldn't say a sticker with a random company's name on it is adding any value.

Other than the bundling policy, is there a specific listing policy that is being violated in these examples? I kind of cringe looking at listings like these - it just seems so unprofessional.

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Compliance documentation for Skincare product
by Seller_Dd90yi3cWnDlD

So here is my case:

A Couple of weeks ago one of my ASIN got flagged and removed due to Non-compliance issue as Amazon bots claim, I have submitted the required documents then in less than 24 hrs the ASIN is active again and was approved. However I got this response from the compliance team :

"Thank you for contacting us.

Your product does not fall under the Product Category <Skin Lightening Cosmetics> therefore compliance documents are not required for this Product Category.

However, your product may fall under other Product Category Policies which require compliance documentation. You will be notified of any further compliance requirements.

We appreciate your attention to this matter."

Again like five days ago another ASIN got flagged for the same exact reason and i also submitted the docmentation eventhough i already know the response.

Until now it is under review and noone can help .

@Seller_guPeMXBrBxqyU@Seller_PIHyltK09pbl3

Here is my case ID : ID 15234510891

I appreciate your prombt cooperation regarding this matter.

My product is in the way to FBA warehouses now but the listing is inactive ..

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We have run into a very strange issue impacting 2 ASINs. In both cases, the main product image is centered on the detail page, but is not showing centered in search results. It's way off to the left or right. Support cases have been a giant waste of time thus far. Support does not seems to understand the issue, no how many how simply we explain it or how many screenshots we provide. Support seems to think we are asking if our image upload was successful or whether the product detail page image is correct.

Has anyone here ever seen this specific issue? That is, scrolling search results and the product image shown in the results is not centered and is instead way off to the side? What causes this, and how does one resolve it?

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I found something very infuriating temu
by Seller_TipoSTmTceols
Amazon replied

I found something very infuriating. Our product pictures were stolen by other platforms and sold at low prices, which affected the price we captured. This is really disgusting. Does Amazon care about it? Is there any way to prevent these things from happening! The pictures we worked so hard to create were stolen with one click!

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We are beyond frustrated with Amazon support. We are the brand and trademark owner and manufacturer of our product, and have registered our brand with Amazon Brand Registry. No one else is selling our brand but us.

  • We are unable to update simple information on our listings, it keeps conflicting with the "Amazon catalog", error 8541. Various attemps with support has been unable to resolve this, and yes we have deleted and relisted (what an absurd solution) which also did not work. Support literally goes around in circles.
  • Amazon has also flagged some of our products as restricted but after 20 attempts to get an explanation, they are unable to tell us why. The resolution suggestions from their side makes no sense, and currently these products remain unlisted. We simply cannot get a clear explanation or direction from Amazon about what the problem is, or what we need to do to fix it. The initial reason is that our "product has been identified as a supplement, consumable, or topical product that makes impermissible or implied disease claims to treat addictive substance withdrawal" This is not even remotely accurate or applicable and they cannot tell us why it has been flagged as such

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How can a shipment that has NOT even been delivered shows 8 out of 100 received. It's crazy because a different shipment with the same SKU shows 8 units short. This has happened before and I brushed it off. Has this happened to anyone else?

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How do I get my products back on sale?
by Seller_ksjBBQGX1UbaA
Amazon replied

I'm a new seller on Amazon, I'm doing FBM, I have a negative feedback due to inaccurate feedback from buyers, (Negative Feedback Issue Log has been closed, case id ID 15259320241) now the account rating is 200 points, why there has been no shopping cart, this is seriously affecting my sales, how can I solve this problem? How can I sell items on Amazon?

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