Account deactivated, bot replies
hi there, ive had no luck getting my account back to normal. any information i submit i get amazon bot replies and not actual people. what can i do?
Seller_77IcbQKVGdZo0
On the deactivation listing for the product you should have an email address of the person who made the complaint. You would be best going to them directly.
If you have indeed brought a counterfeit product through a wholesaler I would give the right holders this information to help your case. Apologise and send them a copy of the invoice to show you brought the item in good faith.
I hope you have also taken the issue up with the wholesaler and are pushing them for a full refund if they have sold you fake products.
20 replies
Seller_7VbclcPFFRTnc
You need to post the notification of deactivation
Seller_SPeca7v9zrwi3
ahh i see, its for “counterfeit” “Product Authenticity Customer Complaints”. and this is the notification i get after i appeal the information asked.
Hello,
Your Amazon selling account will remain deactivated. Your listings have been removed. Funds will not be transferred to you, but will be held 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?
One or more of your listings may be infringing the intellectual property rights of others and the appeal you provided did not adequately address the intellectual property infringement.
We’re here to help.
If you need help better understanding what is causing this, please search for “Intellectual Property Violations” in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/external/201361070).
How do I reinstate my account?
Please provide one of the following:
– Proof of product authenticity (e.g., invoice, Order ID, or letter of authorization). It must clearly prove that your products do not infringe on the intellectual property of the rights owner.
OR
A plan of action with the following:
– Greater detail on the root cause(s) of the infringement.
– Greater detail on the actions you have taken to resolve the complaint.
– Greater detail on the steps you have taken to prevent infringement going forward.
– Greater detail on how your account has complied with our policy.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Has your account been deactivated in error?
If you believe there has been an error, please tell us why. Your explanation should include the following information:
– How your listings have not violated the brand’s intellectual property.
Where do I send this information?
Please submit this information by clicking the Appeal button on Account Health (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_mpa).
What happens if I do not send the requested information?
Please ship any open orders. This usually takes about 90 days. Depending on your account status and activities, you may be required to complete an additional review before funds can be released. Amazon may withhold payments if we determine that your account was used to sell inauthentic or prohibited goods, commit fraud, or engage in other illegal or abusive activity.
You can view your account performance (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_mpa) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
ive done all this multiple times and i get the same bot reply from amazon. i got suggested to close and delete that product and they will reactivate it which didnt work.
Seller_iBrSIJDZKlsXi
Hi
There is few things to consider here:
1: [quote=“Evaldastie23, post:5, topic:528817”]
Your Amazon selling account will remain deactivated.
[/quote]
This is not an original message from Amazon, this is a response from Amazon to your POA.
Can you post an initial message from Amazon? There might be an email to the person complaining.
2: [quote=“Evaldastie23, post:5, topic:528817”]
One or more of your listings may be infringing the intellectual property rights of others
[/quote]
This makes me think, that this could be a random authenticity check rather an actual complaint from the brand, again, until we see the original message it is anyone’s guess.
3: [quote=“Evaldastie23, post:7, topic:528817”]
and it is in fact counterfeit.
[/quote]
How did you know what to look for? Would you be able to provide asin here? Would you be willing to provide wholesaler name here? (This one is more for the sake of other sellers, so they can be careful around this wholesaler, since he’s supplying counterfeits)
4: Finally, can you post your latest POA here? So we can look at it and give you pointers on how to get it better.
Meanwhile do not send more emails to Amazon as you only have few chances at getting this right before they will start ignoring you.
Seller_gOlDFgS5Li5Jc
so is it a received or suspected intellectual property complaint or is it a product authenticity complaint in your account health?
