Account Suspended Help Appreciated


#1

I have been a loyal and honest buyer and seller on Amazon for 17 years, since the launch of Amazon Marketplace.

My business has grown from just myself at the beginning to now 3 generations of my family involved plus additional staff at Christmas.

Last year we had 16000+ orders and only a few problems.

I am in the process of having a nightmare with my account under review it stated on 27/1/20, I sent my Plan of Action on the 28/1/20.
I then received an email on 8/2/20 stating my plan was not sufficient so sent an updated plan on the 10/2/20.
On the 20/2/20 my funds were showing in my bank account so assumed that as they had been released that the review was over.
Then the following day on 21/2/20 received an email stating that my account had been temporarily deactivated as seller performance had not received my revised Plan of Action sent on 10/2/20?
At this point I was completely baffled and rang seller support but was told all I could do was appeal which I have done.
I heard back on the 27/2/20 saying We received your submission but do not have enough information to reactivate your account at this time.
I sent my appeal on the 1/3/20 but have not heard anything back as yet?

If someone would please help me as the original four ASIN’s mentioned as Inauthentic are not actually authentic complaints as such-

B00005QDYV-

Original complaint was wrong item was sent but was in fact incorrect item ordered.

B00005V9OR-

Buyers only comment was counterfeit and the order was returned but was not even opened and still sealed so unsure how it was found to be counterfeit, also I have sold 8 copies in the last 6 months all from the same batch and this was the only problem?

B000E83SRU-
B0034G5R5A-

Both these were actually used sold as new complaints and were refunded but neither were returned so the buyers received free orders.

I am now at the end of my tether and am going to see my doctor as my health is being effected as I am not sleeping and feeling extremely stressed and very anxious.

I cannot understand that as a seller for the last 17 years am being treated like this as I have a 99% feedback which most of the time over the last 17 years has been 100%. Also my metrics do not show that I am a dishonest Seller with 16000+ orders and only a handful of problems?

I would very very much appreciate it if someone could intervene and allow my listings to be reactivated and release my funds so as my business does not suffer anymore and collapse.

Yours Faithfully
M.Smith


#2

Hi,
Welcome to the forums. These kind of posts are frequent and the best way to get some help is to produce/post the email from Amazon and the Plan Of Action, (POA) that you submitted.

This way the forum members can see it and then advise.

Regards
Mike


#3

Hi Mike,

Appreciate the advise and below are email from Amazon and my Plan of Action-

Hello, We received your submission but do not have enough information to reactivate your account at this time. Please send the following information: 1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: B00005QDYV, B00005V9OR, B000E83SRU --These documents should reflect your sales volume during the last 365 days. --Please include contact information for your supplier, including name, phone number, address, and website. We will maintain the confidentiality of your supplier contact information. – These documents should include buyer information, including name, phone number, address, and website. --You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review. 2) An updated plan of action that explains: – Greater detail on the root cause(s) that led to the complaints about the authenticity of your items. – Greater detail on the actions you have taken to resolve 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. 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 submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notifications.html). What happens if I do not send the requested information? If we do not receive the requested information your account may be 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 https://www.amazon.co.uk

Plan of Action-

1 March 2020 15:18 GMT
Additional information
Thank you for providing us with the opportunity to appeal our
account’s review due to authenticity issues.

We understand that Amazon takes concerns regarding the condition
of merchandise very seriously and we would like to share with
you our plan of action, which addresses the issue and measures
to prevent it from happening again.

The root cause of the complaints:

Amazon was concerned about the authenticity of ASINs: B00005QDYV
B00005V9OR B000E83SRU B0034G5R5A

  • Over the last few months I have had four customers express concerns regarding the authenticity of their orders.
    I failed to properly address these issues in a professional and timely manner.

  • Due to my lack of expertise in sourcing stock from retailers who are unable to provide me with valid invoices
    or proof of condition is not an acceptable way to acquire inventory.

  • After carefully reviewing my entire account, all orders received for the ASINs: B00005QDYV B00005V9OR
    B000E83SRU, 0034G5R5A reading my seller feedbacks, product reviews, checking the A-Z claims and returns
    comments, I determined that the complaints were caused by insufficient checks on receipt of stock, also checks
    of packaging and importantly any seals whilst picking, packing and despatch of orders.

Actions taken to resolve the complaints:

  • All customer messages have been answered and I have authorised all return requests for the
    ASINs: B00005QDYV B00005V9OR B000E83SRU, B0034G5R5A carefully inspected all returned merchandise and refunded
    the buyers and any concerns resolved to the maximum customer satisfaction.

  • I have personally checked all my remaining inventory for the ASINs: B00005QDYV B00005V9OR B000E83SRU B0034G5R5A
    and discarded any units with authenticity problems or have damaged seals and packaging.

  • I have instigated a double check system whereas after picking and prior to packing and despatch a second member
    of staff checks the order and importantly the packaging and any seals on the product.

  • We have reviewed all Amazon policies and guidelines, especially the ones regarding the sale of counterfeit
    items and will from now on strictly abide by them-

https://sellercentral.amazon.co.uk/gp/help/521/ref=ag_521_cont_200370560

https://sellercentral-europe.amazon.com/gp/help/201165970/ref=ag_201165970_cont_521

  • All listings, which condition could not be verified with valid
    invoices or receipts meeting Amazon’s requirements have been completely deleted from my inventory and will not
    be listed again.

Steps taken to prevent similar complaints in the future:

  • All inventory will be sourced from reliable sources, either from
    manufacturers or from authorised distributors, who will be able
    to provide me with valid invoices which will meet Amazon’s requirements.

  • All items will be thoroughly inspected upon receipt to review
    condition and preventative measures are in place to ensure there
    are no defects such as the seals are intact and there is no damage
    to the outer packaging, which could lead to customer complaints.

  • We have split our goods in area into two separate sections one for new and one for used items and will keep
    both conditions completely separate. When the goods in process is complete both conditions will be stored in
    separate areas of the warehouse.

-We are now only listing items that are very good or above in used conditions. Any stock that does not reach that
condition is now being given to charity Oxfam Donor ID 70069074 and also BHF gift aid Donor ID 3375972.

  • All inventory is stored in a dry accessible warehouse and stock
    checked for quantity and inspected for condition on a regular basis
    to ensure that all customers receive them in a 100% perfect state.

  • Before adding any new items for sale on Amazon, we will
    verify both authenticity and that they match entirely to the
    colour, description and other details on the Amazon product page.
    Any inaccuracies will be resolved by updating the listing and fixing
    the incorrect information.

  • I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit. We are now using a much tougher jiffy bag giving much more robust protection in the post for all our orders from packaging2buy.co.uk.

  • I will regularly check all communications from buyers so I
    can understand any issues and trends of items being returned.

  • We will regularly review the Amazon guidelines and policies
    to make sure that we are not in violation of any of the rules.

We believe that our appeal sufficiently addresses the issues
and thank you for taking the time to review my appeal.

These action steps will help me provide Amazon customers
with the best possible service.

I have been an honest, loyal and happy seller on Amazon for
the last 17 years.

My feedback of 99% reflects how seriously I take my Amazon business
with 33000+ orders amounting to ÂŁ over the last 2 years.

If you could please check my performance over time you will see my
metrics are in excellent order with all well under the Amazon guidelines and I am committed to make this right.

I will serve the customers of Amazon to the highest possible standard
as outlined in this appeal.

Please let me know if you need any further information in your review
of my account.

Attached are four invoices that relate to the four ASINs in Question-

B00005QDYV- Fast & Furious CD, third item down on invoice PMD43.

B00005V9OR- PaRappa The Rapper 2 PS2, 7th item down on invoice 50429.

B000E83SRU- Outrun 2006 Coast 2 Coast Xbox, 5th item down on invoice 50658.

B0034G5R5A- 3D Dot Game Heroes PS3, 8th item down on invoice 50833.


#4

What is your defect rate for your orders on your metrics ?


#5

My order defect rates are-

Sep 2019 - 0%
Oct 2019 - 0%
Nov 2019 - 0%
Dec 2019 - 0.06%
Jan 2020 - 0.06%
Feb 2020 - 0.15%


#6

This appears to me to be the key statement that requires more attention in your POA. Bare in mind that sometimes it’s best to breakdown and elaborate on certain parts.

Customers expressed authenticity concerns. Upon investigation, we upheld their complaints and apologised individually offering a full refund.

Our investigation found that some of our suppliers we unable to verify the true source of the content that they were supplying to our company.

As a result of this we have ended our replationship with that company and will not source any further from them in the future.

The reason we initailly sourced content from them was that they originally presented as genuine. We should have had regular content checking, and we did not.

To prevent in the future, all companies will be vetted. The content that they supply will be verified.

We intend to do this by these measures… etc etc

I am only providing an example fo how you might want to look at how the plan needs to be re-worked and the areas that need some more detail.

You have the basis of the plan, perhaps just some more finer detail. I hope that helps?

Regards
Mike

More will also post some help - I’m sure :slight_smile:


#7

Many many thanks Mike extremely appreciated…


#8

No worries, a few more suggestions…

Expand on how these items are checked. Are they photographed, recorded in a book etc

Maybe show a picture9s) of the new packing area and a 1,2,3 step proccess.

One more thing - Post the POA here before you re-submit :wink:


#9

Again Mike many many thanks for all the suggestions.


#10

IF this is true what more can you do as a seller as these metrics are as good as you can get ?

Highly confused As those metrics are incredible when you say 0% for some months are you selling minimal items?


#11

Yes, this is the reaction I get from many people as the metrics are 100% correct.

Sales during these periods were-

Sep 2019 - 1135
Oct 2019 - 1175
Nov 2019 - 1802
Dec 2019 - 1708
Jan 2020 - 1645
Feb 2020 - 656

Which is why I really cannot understand why this suspension is happening and crazy that I cannot discuss this with anyone from Amazon?

You would think that 17 years of selling on Amazon would mean something…!!!


#12

Well keep up the good work.
I assume you do not rely on the Amazon income and just a fun venture?
Can you not contact Amazon as if your this good must be a clerical error on their part?


#13

Thanks but after 17 years Amazon is one of my main businesses…
Unfortunately contacting Amazon or Seller Performance is not that easy no phone numbers and they only accept emails…!!


#14

At least you have others, from reading forums I just feel that it is the end for small firms on Amazon. Sellers are vanishing by the second.
At least you have others Marxwax… good luck sir


#15

Sadly, this just shows how any business (no matter how big or small) can be shut down in an instant by Amazon.

From reading your posts it would appear to be more to do with selling unauthentic items than anything else and as Amazon are taking a hard line against anyone who does so there maybe little you can do to appeal and get your account reinstated.

I sincerely hope you can sort it out and get back to selling, good luck.


#16

Possible counterfeit items are one of the most serious concerns for Amazon, it might be best to not sell those certain products any more and to ensure that Amazon’s reps understand that this was an obvious mistake if it ever happened at all, as you don’t seem to be sure about it, and this might lead them to believe that you have not understood seriousness of the situation? Other than that you seem to be doing amazing and I can’t believe that you would be suspended, but I have in the past been threatened with cancellation myself for only 2 bad feedbacks in 6 months, both of which I felt were unjustified, and it really makes me not want to put more business on Amazon. Please, everyone, if you are reading this be super careful and let’s continue to use these forums to try to help each other if we can.


#17

I apologise if I am wrong, but it appears the seller has not sold inauthentic products but customer errors… some advice given was to say Marxwax will stop sourcing products from a company when this is not actually the issue?

Surely 4 customer complaints from 16,000 feedback is about as good as it gets?
In this case it appears the seller has not done anything wrong…

Good luck with your appeal.
All you can do is give exact information for each problem and any emails with customers.
Attach receipts for the products and hopefully your account can be reinstated.

I wish you a lot of luck…


#18

I do not think the seller is selling counterfeit items which is more of a mystery to the suspension?

Surely someone can contact the seller directly?


#19

Many thanks for all the advice and support…

In the 17 years selling on Amazon I have never sold an inauthentic item and have sent invoices for the four ASINs in question so am extremely baffled as to why my shop is still deactivated?


#20

From the OP’s post he may well have done so, albeit without realising it…

With 17 years of experience this seems surprising, however, in the old days on Amazon this wasn’t really a requirement.

“Discarded any units with authenticity problems” suggests there may well have been stock that was not authentic.

As I said, I wish the seller good luck but have reservations whether Amazon will reinstate his account.

To add; if the OP has not found any unauthentic stock or has ever sold any it should be made clear in the appeal.