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Lack of support to NONE response from Amazon Seller Support
I had BOTH my amazon account suspended due to one of my account having a so-called 'policy violation': Seller code of conduct (Accurate Information) when EDITING and CHANGING my OWN brand.
The deactivation requires me to submit supporting documents to prove i am the brand owner, which I DID including contracts, shipping logistics invoice, manufacture invoice, company incorporation document, product packaging, and so on.
YET, Amazon DENIED every submission and ONLY RESPONDS WITH:
1) Not enough information to get your account reactivated (with NO REASONS or solutions to fix the problem) Resubmitting and including additional information gets me the SAME response: "we cannot reactivate your account at this time'.
OR 2) DOESNT EVEN RESPOND TO THE SUBMISSION.
My last submission was May 31st, and it has been 4 days since Amazon even looked at the case and still states: 'We received your submission. Our evaluation is in progress.'
Since my account is now deactivated on BOTH accounts, I CANT EVEN OPEN A CASE with Amazon to resolve the issue because the 'HELP' button only navigates me to Submit documents to appeal.
Where is the SO CALLED Amazon Seller Support Team that is supposed to HELP you resolve your account issue.
This is unbearable. 'm being stringed on by Amazon, while my Product is ready and needs to be shipped out. Yet there is a lack of response from Amazon to even help us sellers get through to an actual person that is able to help us with our account issues, as opposed to a generic cookie cutter response, a back-and-forth taking a week to solve nothing, and NOW NO RESPONSES AT ALL. (Let alone be able to get in contact with a real Seller Support staff.
35 replies
Seller_aM64Dy2ta0Rpo
@Steve_Amazon@Rose_Amazon@Micah_Amazon@Danny_Amazon@Tatiana_Amazon
Seller_aM64Dy2ta0Rpo
@LeviDylan_Amazon @Micah_Amazon , @Steve_Amazon , @Cooper_Amazon , @Atlas_Amazon , @Seller_8umwk50rDuuEl @Stevie_Amazon , @CR_Amazon
Stevie_Amazon
Hey there @Seller_aM64Dy2ta0Rpo,
I do greatly apologize for the time it has taken for the moderating team and I to respond here. That being said, your patience is appreciated.
I had BOTH my amazon account suspended due to one of my account having a so-called 'policy violation': Seller code of conduct (Accurate Information) when EDITING and CHANGING my OWN brand.
The deactivation requires me to submit supporting documents to prove i am the brand owner, which I DID including contracts, shipping logistics invoice, manufacture invoice, company incorporation document, product packaging, and so on.
I understand you were working to update a listing and now have a warning for violations of the Selling Code of Conduct and accurate information.
Would you mind providing me with any case IDs you do have, performance notifications, or e-mails you have received on this listing and issue? I want to be able to support you to the best of my ability here.
I look forward to your reply,
Stevie.
Seller_aM64Dy2ta0Rpo
Helllo @Stevie_Amazon;
I have just received the results of the appeal.
This is the response from Amazon.
I have already provided all these information as well as proof to show that i am the original creator and manufacture of the brand Ordna, but Amazon continues to reject my submissions.
Can you please check on my Account/Submissions, and see if there is any other things i can do to get this warning removed.
Please and thank you.
Best,
Jason
-----
Hello,
Thank you for submitting your appeal.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send one of the following:
-- A letter of authorization from the brand owner for making the brand name, title, product detail page, or brand attribute changes.
-- Evidence that you own the brand by providing supporting documentation. This includes but is not limited to any brand registry document.
The document must meet the following requirements:
-- Valid (not expired, revoked, or closed)
-- Be high quality, in color, and unobstructed (not angled, blurry, or cropped) and show the full page
-- Display matching information (such as customer name and address) that you use to register to sell on Amazon
-- Display the full document (front and back, if applicable)
-- Be in one of these formats: .jpg, .pdf, or .docx.
-- Be authentic and unaltered
If we cannot substantiate the claim, your account will not be reinstated.
What happens if I do not send the requested information?
If we do not receive the requested information within 90 days of the original notification, your account will remain deactivated.
You can view your account performance or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_apThe Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.-- Download the iOS app
Amazon.com
Sincerely,
Seller Performance Team
Amazon.com
Stevie_Amazon
Hey there @Seller_aM64Dy2ta0Rpo,
Thank you so much for your patience as I work to reply to you here!
Why did this happen?
We have deactivated your account because you created one or more ASIN variations that violate our ASIN Creation policies. Selling partners may not:
-- Change the product’s detail page (parent or child) to become fundamentally different from the original product listed.
-- Change the parent product's detail page so it does not match the children.
-- Add incorrect child variations that are not true variations of the parent product.
-- Add multi-pack variations that are not manufacturer created to an already existing parent.
Please review Amazon’s policies regarding ASIN creation for additional details
From all of the information you have provided thus far, it appears there is a concern regarding recent actions taken on your selling account and a combination of the ASIN Creation policy and Seller Code of Conduct.
eview the following help pages for more information on these policies:
-- Product Detail Page Rules
-- Determine Variations for Your Products
-- Selling Policies and Seller Code of Conduct
Have you reviewed these policies and compared them with any recent actions you have taken when working to create an ASIN? Did you recently create a new variation of a product?
I have submitted the following documents:
📎 letter-of-authorization-6.8.24 (signed)_20240610132346.pdf
📎 Business Registration Certificate 2023-2024_.pdf
📎 Certificate of Incorporation_ Limited.pdf
📎 2022.03.14 Alibaba Trade Assurance Order Details.pdf
📎 2022.03.10 First Batch Order 购销合同2021-.pdf
These documents might not be what is required here, depending on the exact situation which precedes the violation.
I look forward to hearing more about your unique situation,
Stevie.
Seller_LyYw7fQRKc5G7
Again, this is not an invoice. I recommend looking up what is an invoice in seller help.
Stevie_Amazon
Hi there @Seller_aM64Dy2ta0Rpo,
I greatly apologize for the delay here; I greatly appreciate your patience.
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send one of the following:
-- A letter of authorization from the brand owner for making the brand name, title, product detail page, or brand attribute changes.
-- Evidence that you own the brand by providing supporting documentation. This includes but is not limited to any brand registry document.
The document must meet the following requirements:
-- Valid (not expired, revoked, or closed)
-- Be high quality, in color, and unobstructed (not angled, blurry, or cropped) and show the full page
-- Display matching information (such as customer name and address) that you use to register to sell on Amazon
-- Display the full document (front and back, if applicable)
-- Be in one of these formats: .jpg, .pdf, or .docx.
-- Be authentic and unaltered
At this time, these are the documents you will be required to submit. I suggest looking over the requirements for each applicable document here.
Stevie.
Seller_aM64Dy2ta0Rpo
still no response @Stevie_Amazon.
Been 2 week.
Where is the support.
Seller_HvZdhFFjP9Sox
Yeah I was just getting started with amazon myself and got stuck on the GTIN hijacking issue so I can't even begin. Maybe that's for the best and I need to find some other platform to sell on.. Amazon simply don't care and they are fully aware what they are doing. They know sellers are too desperate to sell on amazon.
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