We have been a seller on Amazon UK, EU and USA since 2015. Our primary selling products are private label. Since a year we additionally started selling major branded products that we buy from genuine and legitimate suppliers and sell them on amazon.com

Few months back (July 2024) we got a complaint under Account health violation about the authenticity for one of the Maybelline products that we were selling. We had submitted all the requested documents and supplier invoices with supplier contact details. We then had a response from amazon under performance notification (On 4th August 2024) that we can continue to sell this item on the Amazon platform, however the violation remained in our account health with message on August 8th that ""We received your submission but do not have sufficient information to reactivate your listings."" , so we then called them and explained the situation on which amazon representative (Seller Support) informed us that due to the internal issues, the violation is still there in the account health, and they rest assured it will be removed, so we waited.

After that they made Maybelline restricted under our account as well so deleted all Maybelline ASIN from our inventory as well.

We did open the case for being available of violations under account and again we had tried to remove the violation on 15th October 2024 however, we received same message on Account health that ""We received your submission but do not have sufficient information to reactivate your listings"" on October 24th 2024.

After that on October 31st, we got a performance notification saying our account has been deactivated due to authenticity complaints for the same item, which we anyway stopped selling, and it wasn’t even there on our inventory even though they first approved the invoice and mention on performance notification after further review of your account, we have decided that you may continue to offer the below items on Amazon.com. We apologize for any inconvenience this has caused. No action is required from you at this time.

Our account health ratting is 1000/1000 AHR with good feedback and the rating. We had submitted again all the documents in our appeal in order to re active the account however, we can see it is still in progress since 6th November 2024 and hasn't received any update.

Can anybody help us or guide us on this since we are really worried about the current situation.

@Seller_DNQA7tfAOJG6T

@Seller_zcvAYEF3PFqbA

@Seller_c2KLMXKhUYF3u

@Seller_DNQGSsdC7DccM

@Seller_pGAY8Wcd7GIIG

@Seller_SBIjJooGeXSQ6

We have received an IP Complaint on ASIN #B0C255VC9R. The products were purchased from a Walmart and we have sent in information showing the proof of purchase, receipts from Walmart to Amazon. The IP Complaint comes from the packaging that it is shipped in. The IP complaint states that the packaging is important for the item. The item is Spring Valley Vitamins and the packaging states The Fusion Store. So this looks as though there are two different trademark items on this listing?? The item has been removed from our inventory since the IP Complaint came in and the receipts were sent in. Amazon states this is not enough we need to person sending in the complaint to retract it. In the meantime our account health keeps decreasing over time from over 300 account health now to 252. Without the retraction is this going to keep decreasing until the account is deactivated. How can this be fixed without a retraction? We have reached out to the person sending the in IP Complaint without a response.

I have an issue where I got an authenticity complaint from one sales bad review out of like 800 sales from that ASIN. I keep submitting the invoice from an authorized supplier, with a letter of authenticity, proof of delivery and proof of payment. I even got my supplier to send me an internal screenshots of my transacations. I feel like Amazon is simply auto declining my transactions, without contacting my supplier who has the supply chain documents available for Amazon. Can anyone help?