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_aM64Dy2ta0Rpo
Hello @Stevie_Amazon,
This is the original suspension notice:
(April11th, 2024)
Hello
Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. Your listings have been removed. Funds will not be transferred to you but will stay in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.
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.
------------------------------------------------------------------------
After submitting an appeal, i received this notice from Amazon:
(May 28th, 2024)
Dear Life Made Simplistic,
Thank you for your recent submission. It has been reviewed and accepted. However, your account remains deactivated at this time.
Why is this happening?
Due to unresolved policy violations from the following dates, we are unable to reactive your account. The dates are in YYYY-MM-DD format:
-- 2024-04-11
------------------------------------------------------------------------------
After submitting requested documents by Amazon (5x), i get the same response from Amazon.
Either
1) Hello,
We received your submission but do not have enough information to reactivate your account.
Thank you,
Amazon.com
OR
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.
------------------------------------
I have also submitted a 'Plan of Action' (POA) on June 12th, 2024 outlining the entire situation for Amazon but yet again, On June 16th. 2024, my appeal was rejected with the same generic response from Amazon.
This is Amazon's Response:
Hello Life Made Simplistic
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.
-- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days.
-- Contact information for the supplier, including name, phone number, address, email, and website.
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
------------------------
These are only some of the documents that i have already provided to Amazon thus far, yet still every single time, i only get the same response (not enough to remove violation) and requests more documents) only for them to deny the appeal and ask for the same information.
📎 letter-of-authorization-6.8.24 (signed)_20240610132346.pdf
📎 BRC 2023-2024_.pdf
📎 CI_.pdf
📎 2022.03.10 First Batch Order 购销合同2021-.pdf
📎 2022.03.14 Alibaba Trade Assurance Order Details.pdf
📎 6.12.2024 Action plan_20240612184701.pdf
📎 4.11.2024 Policy Violation Warning .pdf
📎 3.28.2024 Policy Violation Notice .pdf
📎 5.28.2024 Important Information about my Amazon Seller Account .pdf
📎 3.16.2022 Alibaba Trade Assurance Purchase Contract.pdf
Seller_aM64Dy2ta0Rpo
@Seller_LyYw7fQRKc5G7
The appeal was rejected again with the same generic response even after submitting the correct Alibaba Contract, as well as the 'Plan of Action'.
Amazon's response (June 16th 2024):
Hello Life Made Simplistic
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.
-- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days.
-- Contact information for the supplier, including name, phone number, address, email, and website.
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
Seller_LyYw7fQRKc5G7
Amazon is not asking for a contract. They are asking for an invoice. These are not the same thing.
If you can not provide an invoice, your account will remain suspended.
Seller_aM64Dy2ta0Rpo
where exactly do you find the invoice if it is done through Alibaba?
I have also sent the agreement/invoice PDF (both signed and company stamped) between me and my supplier to Amazon, yet that did not pass the appeal as well…
Seller_LyYw7fQRKc5G7
The company that you purchased from provides the invoice with terms. Either prepaid, net 15, net 30, etc. Any company that will not provide an invoice is a retail organization, not a distributor or a manufacturer and can not get you out of this.
Alibaba has a really bad reputation for selling counterfeit items and Amazon looks very carefully at these kinds of paperwork.
An invoice does not have an agreement on it, other than payment options. I recommend going to Seller University and looking up what Amazon is looking for in an invoice.
Seller_aM64Dy2ta0Rpo
That IS the invoice(s) i have provided to Amazon. both on the first and second batch of orders, yet Amazon still will not Accept (as of June 18th, 2024).
The invoices have both parties signature and their company seal on paper. It has all the terms and conditions, as well as the total cost.
Seller_aM64Dy2ta0Rpo
@Stevie_Amazon
I have submitted all information as requested for account reactivation including:
information about supplier, manufacture, provided a letter of authorization from brand owner, invoices, proof of product authenticity and EVERYTHING Amazon has requested but for the 8th time, i get the same generic response with no EXPLANATION or reason WHY the appeal is rejected.
Can I PLEASE get in contact with a real person or speak to someone on the phone to KNOW what Amazon NEEDS so I can get my account reactivated!
All I’ve received from Amazon is the same message requesting documents that I ALREADY PROVIDED.
Seller_aM64Dy2ta0Rpo
Hello? @Stevie_Amazon,
It has been 5 days since any response. Any updates?
My appeal was rejected yet again on June 21st, 2024.:
My submission:
June 18, 2024 12:37 PM PDT
Additional information
Please find attached requested documents and information:
1) 📎letter-of-authorization-6.8.24 (signed)_20240610132346
(Letter of authorization from Brand Owner (Company) that created the Brand. AS shown on the authentic product's engraved LOGO.
2) Contact Information for the Supplier:
NAME: XXXX
PHONE: XXXXX
ADDRESS: XXXXX
EMAIL: XXXXX
WEBSITE: XXXXX
3) 📎 03.16.2022 Alibaba First Batch Inventory Order
📎 2022.03.10 First Batch Order 购销合同2021-.pdf
The ORIGINAL contract with supplier AND Official Alibaba Contract for the production of the first batch of inventory dated: 2022.03.16
3.1) 📎2024.04.18 Second Batch Manufacture Official Order Invoice
📎4.21.2024 Alibaba Second Batch Inventory Order
The ORIGINAL contract with supplier AND Official Alibaba Contract for the production of the second batch of inventory dated 2024.04.21
4) 📎 6.12.2024 Action plan_20240612184701.pdf
📎 4.11.2024 Policy Violation Warning .pdf
📎 3.28.2024 Policy Violation Notice .pdf
📎 5.28.2024 Important Information about my Amazon Seller Account .pdf
Complete summary of situation regarding account deactivation, the action plan to prevent future incidents of policy violation from happening again, and implementations already taken to reverse the violation
5) 📎 Business Registration Certificate 2023-2024_.pdf
📎 Company Incorporation_.pdf
Company and Incorporation documents to prove ownership of Company and Brand.
-Product Box Packaging
-Proof of Product Authenticity
-Barcode of Box Packaging
Attached
📎 letter-of-authorization-6.8.24 (signed)_20240610132346.pdf
📎 03.16.2022 Alibaba First Batch Inventory Order.pdf
📎 2022.03.10 First Batch Order 购销合同2021-.pdf
📎 2024.04.18 Second Batch Manufacture Official Order Invoice.pdf
📎 4.21.2024 Alibaba Second Batch Inventory Order.pdf
📎 6.12.2024 Action plan_20240612184701.pdf
📎 BRC 2023-2024_.pdf
📎 CI_.pdf
📎 Product_Front__Box_Packaging.png
📎 _FrontPackaging 2024.JPEG
Seller_aM64Dy2ta0Rpo
@LeviDylan_Amazon @Micah_Amazon , @Cooper_Amazon , @Atlas_Amazon , @CR_Amazon@Emet_Amazon
Seller_aM64Dy2ta0Rpo
Again, this is Amazon's Generic Response to the submission on June 21st, 2024:
June 21, 2024 6:47 AM PDT
Hello Life Made Simplistic,
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
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.
