Account Deactivated - 'Too Many' Suspected Intellectual Property Infringements
So, our US marketplace has been deactivated for having 'too many' suspected intellectual property infringements. These are all false positives for words being used correctly that do not infringe any trademarks'; 'Brother', 'Forest', 'Puffin', 'Rizz' etc.
Amazon's bot flags them and then we have to spend weeks getting Seller Support to remove them. We have raised multiple cases for this (18421561921, 18415539231, 18363178101, 16488134411 for the mods). Eventually they end up with the Leadership Team who, finally, reinstate the listings and remove the violations.
Every single one of these violations has been raised in error by the bot. Every single one has been disputed. Every single one has been struck down and had the policy violation removed.
This, however, takes ages. Amazon give us 72 hours to deal with the account violations before deactivating the account but take themselves three days to reply with a response that's unhelpful and completely unrelated. The account health team phone us three times a day and told us to delete the listings which will clear the violations and buy us some time. If we do that though, Seller Support refuse to help because the listing is no longer in our account. The policy violation may be gone from the page it but lurks in the background impacting our account. The whole thing's just a nightmare.
We then received a 'critical' violation for having 'too many' violations created. Apparently, even though every single one was disputed and removed, we're still marked as a repeat offender. Despite being innocent of every single offence, we've been sent to prison anyway. The seller assistant (screenshot below) tells us that even though we're innocent, we're still guilty. This makes absolutely no sense.
We've appealed the critical violation and deactivation but all we get is the usual 'we cannot accept this as it does not have enough information'. At no point do they say what information they need in what's a fairly clear cut case. We've emailed the managing director's address but received no response. It's not possible to request a call from the account health team because it just says 'there has been an error'.
At the time of deactivation of our account, we had 0 (zero) suspected infringement violations showing. All had been dealt with. That didn't matter. The bot, however, has since generated another 60 or so and shows no sign of stopping any time soon. We have a case open for those, too.
Not sure what else to do here other than flag this for the attention of any mods who can help. We've done nothing at all wrong, every violation has been a false positive and eventually been removed by the Leadership Team but our account has still been deactivated.
It's absolutely insane that Amazon's misfiring bot can generate so many false violations that our account gets switched off, even though we've done nothing wrong.
We've tagged some mods below - could someone please look at this. We're a UK seller and don't often browse the US forums so hopefully got the right ones. If there are other mods we should tag who deal with this, please let us know. It's kind of critical now...
@Ange_Amazon@Spencer_Amazon@Christine_Amazon@Sandy_Amazon@Bryce_Amazon
@Julia_Amazon @Sarah_Amzn @Simon_Amazon @Sakura_Amazon_
Azeeda
Account Deactivated - 'Too Many' Suspected Intellectual Property Infringements
So, our US marketplace has been deactivated for having 'too many' suspected intellectual property infringements. These are all false positives for words being used correctly that do not infringe any trademarks'; 'Brother', 'Forest', 'Puffin', 'Rizz' etc.
Amazon's bot flags them and then we have to spend weeks getting Seller Support to remove them. We have raised multiple cases for this (18421561921, 18415539231, 18363178101, 16488134411 for the mods). Eventually they end up with the Leadership Team who, finally, reinstate the listings and remove the violations.
Every single one of these violations has been raised in error by the bot. Every single one has been disputed. Every single one has been struck down and had the policy violation removed.
This, however, takes ages. Amazon give us 72 hours to deal with the account violations before deactivating the account but take themselves three days to reply with a response that's unhelpful and completely unrelated. The account health team phone us three times a day and told us to delete the listings which will clear the violations and buy us some time. If we do that though, Seller Support refuse to help because the listing is no longer in our account. The policy violation may be gone from the page it but lurks in the background impacting our account. The whole thing's just a nightmare.
We then received a 'critical' violation for having 'too many' violations created. Apparently, even though every single one was disputed and removed, we're still marked as a repeat offender. Despite being innocent of every single offence, we've been sent to prison anyway. The seller assistant (screenshot below) tells us that even though we're innocent, we're still guilty. This makes absolutely no sense.
We've appealed the critical violation and deactivation but all we get is the usual 'we cannot accept this as it does not have enough information'. At no point do they say what information they need in what's a fairly clear cut case. We've emailed the managing director's address but received no response. It's not possible to request a call from the account health team because it just says 'there has been an error'.
At the time of deactivation of our account, we had 0 (zero) suspected infringement violations showing. All had been dealt with. That didn't matter. The bot, however, has since generated another 60 or so and shows no sign of stopping any time soon. We have a case open for those, too.
Not sure what else to do here other than flag this for the attention of any mods who can help. We've done nothing at all wrong, every violation has been a false positive and eventually been removed by the Leadership Team but our account has still been deactivated.
It's absolutely insane that Amazon's misfiring bot can generate so many false violations that our account gets switched off, even though we've done nothing wrong.
We've tagged some mods below - could someone please look at this. We're a UK seller and don't often browse the US forums so hopefully got the right ones. If there are other mods we should tag who deal with this, please let us know. It's kind of critical now...
@Ange_Amazon@Spencer_Amazon@Christine_Amazon@Sandy_Amazon@Bryce_Amazon
@Julia_Amazon @Sarah_Amzn @Simon_Amazon @Sakura_Amazon_
Azeeda
14 replies
Seller_9EVIA75XXLsLl
Tagging mods that we've seen responding on other threads in the last 24 hours.
@Dougal_Amazon@Topher_Amazon@Sandy_Amazon@Ana_Amazon@Michelle_Amazon
This issue has not been resolved and we can see no clear path to resolving it.
Every appeal comes back with the same unhelpful response that they don't have enough information. The case we've got open with the account health team (18594008701) keeps advising us to provide documentation showing we're permitted to use these trademarks - despite also noting that all of these are false positives (and therefore documentation is not required).
Our account remains deactivated and, despite clear explanations of the issue in the appeal, we're getting nowhere. Amazon's processes do not appear to have a resolution path that accounts for Amazon being the cause of the issue.
Could someone please escalate this and / or advise how to proceed from here.
Azeeda
