Account Deactivated in accordance with Section 3, Authenticity concerns
My account was deactivated on February 20, 2025 due to authenticity concerns and in accordance with section 3. We have not had any Product Authenticity Customer Complaints for the ASIN that is causing the misunderstanding.
We had video interview, we had all the required documentations they have asked:
-- A valid government-issued photo identity document. The document must include the following information: Full name, date of birth, ID number, expiry date, signature of the bearer (if applicable), country where it was issued or country of citizenship.
Of course we have.
-- Bank or credit card statement. The document must include the following information: The full name of the individual or the business, residential, or business address. It must also include the information of the bank that issued the statement and the records related to the purchase of the ASIN under review.
We provided the bank statement with the transfer to the distributor.
-- Registered businesses must upload their registration document. The document must state the name of the business owner or legal representative, business-operating name, business license number or registration number, official seal or stamp of the authority that issued the document, business address, date of incorporation, status of the business and signature of the legal representative (electronic signature is acceptable).
We provided.
-- Supply chain documents such as invoices and receipts that include the item's description, quantities, supplier’s name, supplier phone number, supplier address, and website. You may remove pricing information, but the rest of the document must be visible.
We provided the invoice.
-- Proof of delivery, bill of lading, import and export documents, customs clearance documents and authorization letters from brands and licensed brand distributors are other examples of documents that may be requested.
We provided the tracking page printed pdf. We also provided an authorization letter from the brand to the distributor. Note that the brand is a leading global brand and works with distributors. They had a letter to authorize the distributor to distribute.
-- Order confirmation, order shipping, or fulfillment update documents for all the orders placed for the ASIN in question and its quantities.
The item was only fulfilled by amazon and we sent the FBA shipments too.
Now, then, what happened is that we are in a loop of automated replies asking for different proofs again and again. Please also note that I have been selling this brand for more than 2 years, and had sold at least 40 different ASINs. I have only worked with authorized distributors and this was the first complaint.
Also note that I do carry a different product group now completely unrelated to what the ASIN that deactivated us, but yet I am still using a 100% authorized distributor for that group too. I am 100% complying with the requirements here.
Last but not least, the ASIN under question was sold out since August 2024, and since it was not profitable anymore for a long time, I have not ordered it. But also since I found out that I had preordered from my distributor and they had the items reserved in hand for me, I bought them and was ready to send it to FBA again. For reference, this was also shipped to me on Jan 10, which is nearly 1.5 months before I had this complaint so it was 100% a coincidence. Now why I am telling about this new order that I did not even ship to FBA nor sold it yet is, they all come with a seal that has a unique code and you can check the authenticity of them from the Brand's website. I also sent that with my appeal, still no luck of getting activated. Also, again, there was not a single unit from that ASIN that was sold for at least 5 months, and this random deactivation happened. And no, it is not the brand, since if it was, I would have nearly 40 ASIN's under question, WHICH I still have the invoice for all of them.
I am really frustrated since in the past two weeks all I am doing is sending the information they requested and they keep asking for more stuff or the exact same stuff again. Today I submitted my bank statement, invoice, MY ID, and some other stuff for the 3rd time in this week. Please help me out of this misery.
@Cooper_Amazon@LeviDylan_Amazon@Stevie_Amazon
Account Deactivated in accordance with Section 3, Authenticity concerns
My account was deactivated on February 20, 2025 due to authenticity concerns and in accordance with section 3. We have not had any Product Authenticity Customer Complaints for the ASIN that is causing the misunderstanding.
We had video interview, we had all the required documentations they have asked:
-- A valid government-issued photo identity document. The document must include the following information: Full name, date of birth, ID number, expiry date, signature of the bearer (if applicable), country where it was issued or country of citizenship.
Of course we have.
-- Bank or credit card statement. The document must include the following information: The full name of the individual or the business, residential, or business address. It must also include the information of the bank that issued the statement and the records related to the purchase of the ASIN under review.
We provided the bank statement with the transfer to the distributor.
-- Registered businesses must upload their registration document. The document must state the name of the business owner or legal representative, business-operating name, business license number or registration number, official seal or stamp of the authority that issued the document, business address, date of incorporation, status of the business and signature of the legal representative (electronic signature is acceptable).
We provided.
-- Supply chain documents such as invoices and receipts that include the item's description, quantities, supplier’s name, supplier phone number, supplier address, and website. You may remove pricing information, but the rest of the document must be visible.
We provided the invoice.
-- Proof of delivery, bill of lading, import and export documents, customs clearance documents and authorization letters from brands and licensed brand distributors are other examples of documents that may be requested.
We provided the tracking page printed pdf. We also provided an authorization letter from the brand to the distributor. Note that the brand is a leading global brand and works with distributors. They had a letter to authorize the distributor to distribute.
-- Order confirmation, order shipping, or fulfillment update documents for all the orders placed for the ASIN in question and its quantities.
The item was only fulfilled by amazon and we sent the FBA shipments too.
Now, then, what happened is that we are in a loop of automated replies asking for different proofs again and again. Please also note that I have been selling this brand for more than 2 years, and had sold at least 40 different ASINs. I have only worked with authorized distributors and this was the first complaint.
Also note that I do carry a different product group now completely unrelated to what the ASIN that deactivated us, but yet I am still using a 100% authorized distributor for that group too. I am 100% complying with the requirements here.
Last but not least, the ASIN under question was sold out since August 2024, and since it was not profitable anymore for a long time, I have not ordered it. But also since I found out that I had preordered from my distributor and they had the items reserved in hand for me, I bought them and was ready to send it to FBA again. For reference, this was also shipped to me on Jan 10, which is nearly 1.5 months before I had this complaint so it was 100% a coincidence. Now why I am telling about this new order that I did not even ship to FBA nor sold it yet is, they all come with a seal that has a unique code and you can check the authenticity of them from the Brand's website. I also sent that with my appeal, still no luck of getting activated. Also, again, there was not a single unit from that ASIN that was sold for at least 5 months, and this random deactivation happened. And no, it is not the brand, since if it was, I would have nearly 40 ASIN's under question, WHICH I still have the invoice for all of them.
I am really frustrated since in the past two weeks all I am doing is sending the information they requested and they keep asking for more stuff or the exact same stuff again. Today I submitted my bank statement, invoice, MY ID, and some other stuff for the 3rd time in this week. Please help me out of this misery.
@Cooper_Amazon@LeviDylan_Amazon@Stevie_Amazon
11 replies
Seller_OvL8C4BJWiuS9
Do you have written authorization or approval from the brand or this company to list and or sell the products from their company? A lot of companies will authorize a supplier, but in their terms of use, you are not authorized to distribute the materials from the site they were sourced from. These suppliers are typically licensed and authorized for sale to the end consumer, no resale. I would suggest reviewing your suppliers terms of use or terms of service and work with the brand itself to obtain a letter of authorization as this will be required at this point to show proof you are an authorized distributor for the concerned brand. So you are additionally aware, if your supplier tries to issue you a letter of authorization, it will not be accepted. They will only accept an LOA if issued by the brand or rights owner only.
Seller_kIukTwdhvntAp
"Supply chain documents such as invoices and receipts that include the item's description, quantities, supplier’s name, supplier phone number, supplier address, and website."
It is very likely that you put the nail in your account coffin when you sent in "receipts".
See the post from @Glenn_Amazon on 3/18/2025
https://sellercentral.amazon.com/seller-forums/discussions/t/8a170817-8e58-4c13-99e9-27827beb1931
3. Nothing you buy from online or physical (brick-and-mortar) retailers can be resold. That would be considered a "counterfeit" product under the new rules and you may risk having your account permanently deactivated.
@Seller_OvL8C4BJWiuS9has offered some additional thoughts but, frankly, given the 'new, improved' rules that have been showing themselves for the past couple years, it is unlikely that you can do anything except go sell elsewhere.
"The item was only fulfilled by amazon and we sent the FBA shipments too. "
If you have any inventory at Amazon warehouses you can TRY to do a removal order, but the most recent similar situation had the sellers saying they were BLOCKED from removing anything due to their IP violation issues.
Amazon will likely block any funds transfers as well.
Seller_rI7BZIczK8iAC
Sorry, I didn't read your long thread. I just have a small observation: I don't hope that your forum name is your BRAND name and that you sell watches, otherwise that would explain any IP complaint. You certainly know that Zenith is a Swiss watch.
Atlas_Amazon
Hello @Seller_rKHnxg4TwhMoQ
Thank you for providing information about your recent supply chain verification, and the difficulty you have been having. I understand this can be concerning, and I would like to offer additional support to help with your understanding.
To clarify, you do not need to have had a previous authenticity complaint to have your account impacted. You mention the issue being in accordance with Section 3 which does go along with our code of conduct, in some instances, this will mean the account can be immediately deactivated so a review can be completed. The best recommendation when this occurs is to provide what has been requested from you so that our team can determine the validity of your supply chain.
As mentioned in the thread, our team will generally look to see if you are authorized directly by the brand to distribute their product on the platform. While I will encourage you to provide what you have available, I cannot guarantee a resolution will be available if you are unable to provide a valid authorization letter directly from the brand in addition to the other documents showing the sourcing.
Have you received any kind of follow up messaging or details since you have attempted to submit the most recent information? Did they request more information or have they been able to make a determination as of yet? I encourage you to review and refer back to this thread once you have additional details or updates to share.
Best,
Atlas
