Hi Everyone,

Apologies if this is a long post but I will try to keep it short. There are a couple of reasons for this post, first, being to see if anyone else has experienced the same issue and perhaps a solution. The second reason being to get someone at Amazon to be put on notice about this.

Background/History:

In early February I was given a critical policy violation for repeated trademark text misuse. I had been receiving suspected intellectual property violations on my account health page last year, and would fix them as they came in, while also fixing any other series of products that could have the same issue.

I have been selling on Amazon for a while, about 10+ years. When I first started listing my products (mainly generic non-branded items), I would often format the title to say for example "Robust iPhone 11 Hybrid Phone Case with Kickstand for iPhone 11". I had listed many product in this format and never had an issue. It was not until the Account Health dashboard was introduced in 2019 that I began receiving suspected intellectual property violations. After speaking with Account Health support and educating myself on the issue, it turns out that all titles need to say "Compatible with" followed by the brand name at the end of the title.

Long story short I overhauled my listing practices in 2019 to align with the proper title format to prevent these violations from coming in. The problem is I had thousands of discontinued items that I was no longer selling that were inactive in my catalog but were not deleted. Lo and behold my account got suspended for these discontinued items that did not feature proper title structure, and did not get fixed because they were discontinued and would never be offered for sale in the future (yeah, I should have just deleted everything).

Rejected Appeals and Internal Review Raised:

I submitted about ten well-crafted POAs (Plan of Action), each of which were rejected. Every time I called Account Health to ask why it was rejected and get more information for the next appeal submission, I was given conflicting and different information every single time. It appears that each rep will give their own "interpretation" of why it was rejected and tell you to make changes to your POA . We tried over and over again from the initial suspension notice on 02/10/2025 up until 02/26/2025, each time getting the same generic response for rejection.

It wasn't until I called back on the 02/26 to ask what was going on. I was able to connect to a rep on the U.S. based team who stated that she could not see anything wrong with my POA and that in her opinion it was "solid". This led to her submitting the appeal for an internal secondary review / escalation. I was told it could take up to 7 business days for a response but it has been over a month with no updates. I have called daily since 03/21/2025 only to be told that "multiple teams are reviewing it and will reach a final conclusion".

Question for others that have experienced the same or similar issue:

How long did it take for Amazon to complete your secondary review? Did you get suspended under similar circumstances, and if so, were you able to successfully appeal or did you have to ask for a secondary internal review?

Conclusion:

There really isn't much left to say other than the obvious; no income for the last 30-days and just playing the waiting game with Amazon. I really don't understand what could be taking so long for the review to be completed, but I guess no answer is better than a definite "no" right?

I wish there was better support for sellers when it comes to these kinds of things that are urgent; I am sure many others feel the same way. But every time I call Account Health I get no where most times (no offense to the team, I think its just a lack of training). Each time I try to get more information it ends up being "its a separate internal team, we do not speak to them, you cannot speak to them, and they cannot share information with us".

Not sure what else to do at this point.