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Urgent Help Needed for Account Deactivation due to Inauthentic Product Complaint
Dear Amazon Seller Support Team and Fellow Sellers,
After selling successfully for over two years with a perfect defect rate, excellent on-time delivery rate (OTDR), and strong performance metrics, our account was deactivated on November 15, 2024, under Section 3, due to an inauthentic product complaint.
We want to clarify that we have never sold inauthentic products. All of our inventory was sourced directly from the brand. To support our appeal, we have submitted extensive documentation, including:
- Order confirmation records from the brand
- Bank statements showing payment for the goods
- Delivery records confirming receipt of the products
- Excellent Voice of the Customer (VoC) records
- All other required supporting documents
Additionally, we were enrolled in the Amazon Account Health Rating (AHR) program, but unfortunately, it did not prevent the deactivation or provide the additional time we expected to resolve the issue before deactivation.
Since this suspension, we have faced significant hardship. We were forced to lay off employees, struggle with mounting bills, and deal with stuck FBA inventory. The impact on our small family business has been devastating.
Despite submitting the required documentation multiple times, we continue to receive generic, automated responses. We urgently need a human review of our case by a supportive team member who can carefully examine our appeal and documentation.
We have fully complied with Amazon's policies, sourced authentic products (directly from the brand), and maintained high performance metrics. We respectfully request guidance and action from the Seller Support Team to escalate our case for a detailed review and to help us reinstate our account.
Any assistance would be greatly appreciated.
Thank you for your time and consideration.
ASIN: B087JLQF85
Merchant Token: A1ZPKESCZ6C4RZ
@Emet_Amazon
@April_Amazon
@Josh_Amazon
@Glenn_Amazon
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@Atlas_Amazon
2 replies
Seller_nRFmxiQg4EGrw
So when you state:
do you mean that you opened a WHOLESALE account with Bombas, providing them your Business License and Tax numbers, and letting them know that you intended to sell their brand on Amazon?
Or do you mean (as far too many people do) that you went to their public facing website and placed an order, without having to provide any of your business license info?
If the first, then contact your Account Rep.
If the second, you may wish to review their website, which includes in the FAQ "like all Bombas orders, bulk discount orders are not authorized for resale. ... Any purchaser that resells Bombas products will lose use of discount codes, including bulk discounts, and may be precluded from future purchases on our site, as determined in our sole discretion." So purchasing from their public facing website is a violation not only of Amazon rules, but of the rules for buying from Bombas as well.
If you purchased the product from their public (retail) website, and do not have authorization FROM BOMBAS, then you are done selling on Amazon.
Seller_4zBzdtgCyS9EI
You had 14 feedbacks in the last 12 months
So I doubt you had "employees"
this is violating policies:
Product images are for illustrative purposes only.
Orders more than 30 days from the date of receipt by customers are non-refundable.
We may require pictures of damaged goods to issue a return/refund.
All product returns must be unopened and sellable condition to receive a full refund. If the item is opened or used, the order is subject to a 50% restocking fee.
Any refused or undeliverable package due to insufficient address or marked as unclaimed is subject to a 15% restocking fee.
No returns on perfume products.
Special orders (in excess of $500.00) are subject to a 50% restocking fee.
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Not authentic unless you are a brand authorized retailer. Why? because the brand will not back a product that was sold without their authorization. If a brand doesn't back a product, you cannot sell it as new.
And that's just in addition to what @Seller_nRFmxiQg4EGrw already said
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