Account has been deactivated and funds frozen!


#1

Hi,

I am a new business seller and all of the sudden Amazon blocked my account and froze my payments, stating that I sell fake products. I provided them with original invoices which clearly shows my business name and my supplier name and also the products in question being purchased. The supplier is one of the biggest in the UK.

I am simply disgusted by this! All I get in response are same automated emails with the same response! Its truly amazing how a company this big treats the business sellers
Amazon I need my funds unfrozen and paid for what my business is owed.

I provided you with all the evidence that my invoices and purchases are original and not fakes.
I am paying to list on your site and I am being ROBBED!!!


#2

I am sorry to hear that - it is a common thread on here so must be happening alot. My advice is to kiss arse, being angry and stating how out of order they are will not help. Say things clearly as the operatives dealing with this do not have English as their first language so clarity is everything, be patient. Legally they must release your funds unless they can prove that they were gained through illegal trading. good luck


#3

@ vs-merchandise
I know it is easy to say, but try to relax a little and keep it together.

Can you walk us (other forum members) through the events that happened to you?

In order to get some support here we will need to know what amazon emailed you when suspending you account and what response did you send to them

Also as you are new account, it is not uncommon to get proactively reviewed or even suspended by amazon as lately Amazon has stepped up their fight against rogue sellers appearing on their site, cashing in on counterfeits and abandoning their accounts once blown up.


#4

Thanks, it’s simply disgusting.


#5

https://sellercentral.amazon.co.uk/performance/notifications/d35a73ff-dfdd-4673-9ecb-2a94aa6ea7ad

This is the first message. After that I provided them with original invoice clearly showing my company name and address and also supplier name and address along with telephone number.
The invoice show the products in question being purchased by my company. These products did not even sell. How can they freeze my funds when I did not even sold this product but have it in stock???
Why should I have to beg for my money when I pay for the services to use Amazon site. And we all know that is not cheap!

At this point I just want what I am legally owed and will closed my account. I don’t want to be harassed every other day for no reason and my funds frozen.

I will also make a complaint at the business bureau in the UK.

This is simply ROBBERY at high standards!


#6

First of all you dont need to beg Amazon for your money.

Also this link will not work for me as this link is related to your account, if you can, please post here copy of the content of this performance notification.


#7

Hi,

Here it is, I can only upload one image.

Thanks.


#8


#9

Do you have a letter authorising you to sell Fruit of the Loom products? That might be the problem.


#10

The supplier allows me to sell all products and this item was not restricted on Amazon site.

Thanks.


#11

The supplier allows me to sell all products and this item was not restricted on Amazon site.

Thanks.

It is not a suppliers call whether you are ok to sell that or not, it is manufacturer and the right owner who needs to give you authorisation (written) to sell their products on Amazon.


#12

This should be a restricted product and not sell yours if you need authorization.

And why my funds are frozen just before my payment was due to arrive???
Disgusting practices!!!


#13

Hello vs-merchandise ,

After reviewing the information provided by you I understand that your account got deactivated due to authenticity issues on your account.

You would receive your funds once your account gets reactivated. As of now provide the team with all the invoices and documents as requested.

Make sure the invoices which are provided are procured before the listing being made with Amazon. In case you do not have invoices which are procured at the time listing provide the team with the details why you do not have them and also accordingly provide the steps which you will take from now to avoid this situation in the future.

I would agree with @PARTY_DECOR that it’s important that, it is the manufacturer and the right owner who needs to provide the authorization to sell the products.

In case you have authorized document from the manufacture to your supplier mentioning that they are the authorized distributors of the listed products include them in the email as well.

Make all the necessary changes and provide your appeal to the team, so that they can help you with the account.

Thanks,
Preet


#14

A manufacturer doesn’t have the right to stop you selling goods you have legally purchased and own by any stretch of the law.

The manufacturer’s contract is with the supplier (distributor/wholeseller). If the supplier/wholeseller of the goods has no restrictions placed on them by the manufacturer (as is seemingly the case here) and places no restrictions on the retailer the manufacturer doesn’t have a leg to stand on.


#15

But if we are talking about those goods being sold as new, rather than as used then the Rights Owner, who may well be the manufacturer does have that right, if they wish to exercise it.


#16

Welcome to the wonderful world of Amazon !!! Basiclly be prepared for some serious headaches and plenty of regular frustration at getting absolutely nowhere. When it’s all going well it’s great but when you need their assistance you might as well just forget about it I’m afraid to say !! I wish you all the best though and hope you manage to sort out your problems. I had the same situation with a UAE account where I was instantly blocked with no explanation or help to rectify the situation. Amazon are only out for themselves and the buyer and the seller who is the main ingredient doesnt get a sniff of help. Your always best working through things via a live chat though and not via an email as you will sometimes get somewhere then. Forget calling them and dont waste your time sending emails either as all you will get is an auto generated reply never answering any of your concerns. Good luck again I hope you sort things out eventually


#17

The items should be restricted to sell if I am correct. Why Amazon would let me list items as sell your own and then block my account and freeze my funds?

I did not even sold one item from the ones they are saying are counterfeit. Like I said I provided original invoices. This happens to so many sellers and is completely wrong.
Amazon rakes their fees but don’t pay what I am owed!
Disgusting practices and their customer service is useless!!! I guess Amazon doesn’t have enough money to hire decent workers. They worth a whopping $873 billion, no wonder why.


#18

Here is the latest saga of plain and stupid responses from seller support.
How dare they ask is I am purchasing from a trusted supplier??? I sent original invoices that show supplier address and phone number four times!!! This is the biggest approved wholesaler in the UK by Fruit of the Loom.
At this point I want to just close my account and retrieve my funds that Amazon unlawfully is holding.
I don’t know how business sellers trade on this site that treats them like crap!!!

Dear vs-merchandise,

We received your submission but do not have enough information to reactivate your account at this time.

Please send an updated plan of action that explains:
– Greater detail on the issue(s) that you believe caused the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the authenticity of your items.
– Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.

Here are a few things to consider as you create your plan:
–Sourcing: Are you sourcing the product from a trusted supplier?
–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
–Review your communications from buyers to better understand the issues.
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

How do I send the required information?
Please send the required information by replying to this email.

What happens if I do not send the requested information?
If we do not receive the requested information your account will be permanently deactivated.

We’re here to help
You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560).

You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely,

Seller Performance Team


#19

If you calm down and read the notification it seems that your invoices are no longer the issue.
The issue now is that you have not sent a good enough POA to address the issues surrounding why the authenticity of your goods was brought into question in the first place.
Write a POA, post it here for appraisal if you would like opinion on it, and then submit it to Amazon.


#20

Hi,

I have sent the POA and all relevant documents and see their response below. At this point I will take legal action against Amazon for unlawfully holding my funds. Maybe now you understand why I am angry!!!

I need someone to help with a contact telephone number, because that does not exist.
This is worst like being scammed online!!!

DISGUSTING AMAZON!!!

Dear vsmerchandise,

We received your submission but do not have enough information to reactivate your account.

Why did I receive this message?
You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods.

What happens now?
Your account will remain deactivated and we may not respond to further emails about this issue.

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.
Sincerely,

Seller Performance Team