Authenticity Deactivation


#1

Hi,

My seller account was deactivated due to authenticity claims against 3 of my products. To reinstate the account amazon is asking for invoices relating to the products in question.

I bought these products from a store and listed them. I now realise that the receipt from the store is not acceptable as an invoice.

Anyway having realised my mistake, I do not wish to continue to sell these products on Amazon. I have deleted the listings and appealed the decision.

I have opened a caselog and this has been ‘transferred to specialists’.

Is this a common occurrence to be deactivated? It was a genuine mistake. Am I likely to have it reinstated?


#2

You will not get reinstated simply by deleting those listings.
You actually need to follow the guidance in the notification which Amazon sent you, which is probably to prepare and send a POA.
As you do not have invoices then part of your POA would address this and explain why you are unable to supply invoices.

With a properly written and honest POA you should be able to recover from this relatively easily.


#3

Do you have any other listings? It can help your case when you write you Plan of Action to have deleted all your listings (not just the infringing ones). Then as part of your plan you state that when reinstated you will only list items that conform to Amazon policy…


#4

strong textHi thank you both for your replies.

Yes I have other products. These are products that I have already provided invoices for during verification. Does that affect things? Obviously if I have to delete them to get reinstated I will.

Also, as they are FBA, will I have to create a removal order for the other products? I have inbound shipments on their way too.

Is there a template POA I can borrow from somewhere? I’m unsure what to write to give myself the best chance of resolving this quickly.


#5

As you stated that you have removed the listings completely from your inventory ,by this there is no requirement for you to send the invoices for the said ASIN’s. Instead you need to send the plan of action for your account reactivation.

These points are mandatory to be included in the plan of action which are as follows:-

-Root cause- identify the issue? understand why you could not provide the correct invoices or had it in the first place.
-Corrective measures- What steps you have taken to resolve the issue?
-Preventive measures- what proactive measure would you implement to avoid such complaints in the future?

Kindly send the plan of action by using the view appeal option on your performance notification in your seller central.

Hope the information provided will help you !

Regards,
Harleen


#6

No because a template POA would not be addressing the specific issues within YOUR account.
Using anyone else’s example can, in itself, be a reason for your POA to be rejected.
Harleen has shown how your POA should be structured, but the actual content needs to relate to your account and the actions you have taken within it.


#7

I would really appreciate it if you guys could look over this PoA and let me know what you think. I haven’t totally withdrawn every listing YET, but I can do that. Except for that, anything else I should write?

The root cause of the issue
I would like to address the root causes/reasons we listed products we are not authorised to sell:

  1. ASINs xxxxx, xxxxx, xxxxx not being authentic. This is due to our inexperience in selling on Amazon, and not conducting the proper vigilance when choosing a supplier.
  2. Thus we inadvertently contravened Amazon’s ‘Prohibited Seller Activities and Action Policy’ and ‘Anti Counterfeiting Policy’.
  3. Not ensuring that the supplier was licensed by the brand owner.

The actions that you have taken to resolve the issue
Immediate Corrective Actions/What has been done to resolve this issue:

  1. The listings for ASINs xxxxx, xxxxx, xxxxx have been deleted permanently from our inventory and will not be reactivated, as have any other products from suppliers that are not licensed by the brand owner.
  2. The stock for ASINs xxxxx, xxxxxx, xxxxxxx and the other previously mentioned other product listings, has been destroyed.
  3. The remaining listings in our inventory, and the supplier the products were purchased from, have both been verified as genuine & authentic.
  4. I have reviewed Amazon’s policies & agreements, paying close attention to the ‘Prohibited Seller Activities and Action Policy’ and ’ Anti Counterfeiting Policy’, and to ensure to strictly abide by them.

The steps that you have taken to prevent the issue going forward
Long Term Corrective Actions/How this issue will be prevented in the future:

  1. All inventory will be sourced by contacting the brand owner directly in order to find genuine, verified suppliers or by purchasing directly from the manufacturer.
  2. In future, inventory will not be sourced from retailers unless I can verify with the brand owner that they are authentic & genuine.
  3. All units will be subject to examination upon receipt in order to verify that the product matches completely to the colour, description & other details on the Amazon product page.

We would like to reiterate that we are determined to ensure Amazon’s high standards of customer service are adhered to. We are hopeful that as a relatively new seller, this issue can be attributed to an honest mistake.


#8

Quick glance at your POA and my first impression is that Amazon will ask for “Greater detail” and reject it.
The reason I say that is that you have listed a few points without actually giving any detail at all.

You couldn’t verify your supplier or goods the first time around, o without showing Amazon what has changed how can they be sure you can do this now?
This is just an example


#9

Thank you for the tips Adrian. Concerning the quoted part above, before I send any PoA to Amazon I will file the removal orders and replace that part.

Which other specific points do you think need expanding upon?


#10

Hi guys, any advice concerning this draft would be appreciated.

Dear Amazon Seller Performance,

I am writing in response to our account deactivation with a Plan of Action to address us listing products that infringe upon Amazon’s authenticity policies.

(Company) accepts full responsibility for these violations and we are not appealing these removals.

The root causes:

  1. We listed products we did not have brand approval to sell.

  2. We purchased products through retail rather than authorised distributors.

  3. We contravened Amazon’s ‘Prohibited Seller Activities and Action Policy’ and ‘Anti-Counterfeiting Policy’ by purchasing products from the above mentioned retailer.

Immediate Corrective Actions/What has been done to resolve this issue:

  1. All ASIN’s have been deleted from our inventory. All inventory has been removed (Removal Order: XXXXXXX).

  2. All suppliers are now subject to checks with the brand owner to ensure that they are authorised. Proof of authenticity, for both the suppliers and the products that they sell, is now kept on file. This includes an explicit, written letter of authorisation by the brand owner addressed to (Company).

  3. I have reviewed Amazon’s policies & agreements, paying close attention to the ‘Prohibited Seller Activities and Action Policy’ and ’ Anti-Counterfeiting Policy’, and Vortex Trading now strictly abides by them. These include: https://sellercentral.amazon.co.uk/gp/help/200339950?referral=a23uhel94gusdk_a2ta74tirmjrge

https://sellercentral.amazon.co.uk/gp/help/200390640?referral=a23uhel94gusdk_a2ta74tirmjrge

https://sellercentral.amazon.co.uk/gp/help/g202010130?referral=A23uhel94gusdk_a2ta74tirmjrge

https://sellercentral.amazon.co.uk/gp/help/200386250?referral=A23uhel94gusdk_a2ta74tirmjrge

  1. All ASIN product pages have been examined to ensure they completely match the products. All units are now subject to examination upon receipt in order to verify that the product matches completely to the colour, description & other details on the Amazon product page.

  2. All units in orders are subject to quality checks before they are shipped. All units are packaged as stated on the Amazon product page.

  3. We have established a more robust and organised system for storing all invoices. This ensures every invoice is on hand for proof of purchase & authenticity before the product is listed on Amazon.

Long Term Corrective Actions/How this issue will be prevented in the future:

  1. Following all new procedures as stated above.

  2. All suppliers are vetted for authenticity before products are listed on Amazon.

We are hopeful that as a relatively new seller, this issue can be attributed to an honest mistake, and a lack of knowledge regarding Amazon policies.

Please let us know if there is anything else we can do to reinstate our selling privileges.

Kind regards,

Me
(Company)


#11

First impression?
Amazon know all that, it’s why they suspended you…
That is not the “root cause” it is merely a retelling of what you did.
The root cause is deeper, it’s “Why”. Why did you list products you didn’t have approval from the RO for?
Why were you purchasing retail not wholesale?
Why did you contravene policy?

Start again, sort out the actual reason behind your actions, and if it is just plain naivety then say so… and then work your plan from there.

Have you begun this process? If so then give a timeline, and if you have some authorization letters then name the brands and show the letters in your appeal to prove what you say.

Can you describe your methods to Amazon? What has changed from before? What new steps have you put in place here?

Again, can you add any meat to this?

That means nothing the way this s worded.
Can you make a more detailed explanation which shows Amazon how your new system works and is an improvement on your old method?

So you have nothing else to add here and simply decided to restate a couple of points from the previous section?

You need some actual new steps here that you can implement moving forward.
Monthly training sessions?
Updated authorized suppliers list?

Think of some actual plans you can put in place here and then detail them for Amazon.


#12

Thanks Adrian. I’ve tried to implement what you’ve said. Hopefully this draft is a little better. Please let me know what you think.

Dear Amazon Seller Performance,

I am writing in response to our account deactivation with a Plan of Action to address us listing products that infringe upon Amazon’s authenticity policies.

(Company) accepts full responsibility for these violations and we are not appealing these removals.

The root causes:

  1. We purchased products through retail rather than authorised distributors due to convenience.

  2. We listed these products due a fundamental lack of knowledge regarding Amazon’s policies. In our naïveté we did not check the policies before we listed products.

  3. We contravened Amazon’s ‘Prohibited Seller Activities and Action Policy’ and ‘Anti-Counterfeiting Policy’ by purchasing products from the above mentioned retailer.

Immediate Corrective Actions/What has been done to resolve this issue:

  1. All ASIN’s for which authenticity could not be verified have been deleted from our inventory. All inventory has been removed (Removal Order: XXXXXX).

  2. All suppliers are now subject to checks with the brand owner to ensure that they are authorised. Proof of authenticity, for both the suppliers and the products that they sell, is now kept on file. This includes an explicit, written letter of authorisation by the brand owner addressed to (Company). This is now done prior to the purchase of any products. A letter of authorisation from a supplier, (Our Supplier), is attached.

  3. I have reviewed Amazon’s policies & agreements, paying close attention to the ‘Prohibited Seller Activities and Action Policy’ and ’ Anti-Counterfeiting Policy’, and (Company) now strictly abides by them. These include: https://sellercentral.amazon.co.uk/gp/help/200339950?referral=a23uhel94gusdk_a2ta74tirmjrge

https://sellercentral.amazon.co.uk/gp/help/200390640?referral=a23uhel94gusdk_a2ta74tirmjrge

https://sellercentral.amazon.co.uk/gp/help/g202010130?referral=A23uhel94gusdk_a2ta74tirmjrge

https://sellercentral.amazon.co.uk/gp/help/200386250?referral=A23uhel94gusdk_a2ta74tirmjrge

  1. All ASIN product pages are examined to ensure they completely match the products. This involves multiple staff independently checking product characteristics such as weight, colour, and dimensions in the warehouse prior to dispatch to Amazon. All units are now subject to examination upon receipt in order to verify that the product matches completely to the colour, description & other details on the Amazon product page.

  2. All units in orders are subject to quality checks before they are shipped. This includes ensuring products are free from any damage or defects, both at receipt from the supplier and prior to shipping of the order. All units are packaged as stated on the Amazon product page.

  3. Invoices are requested from suppliers following all purchases, and are printed and filed alphabetically. This ensures every invoice is on hand for proof of purchase & authenticity before the product is listed on Amazon.

Long Term Corrective Actions/How this issue will be prevented in the future:

  1. Following all new procedures as stated above.

  2. All suppliers are vetted for authenticity before products are listed on Amazon. This includes contacting the brand owner or manufacturer to ensure the supplier is an official distributor.

  3. All approved suppliers are added to a new approved suppliers list. This list includes contact information for the supplier. A prerequisite for adding a supplier to the list is a letter of authorisation regarding listing their products on Amazon, and the ability of the supplier to give detailed invoices.

  4. All staff are trained in Amazon policy, with monthly refreshers scheduled. Use of Amazon Seller Central is supervised by myself until the staff member is entirely familiar with policy.

  5. Brand owners are contacted annually to ensure there is no change regarding which suppliers are approved.

We are hopeful that as a relatively new seller, this issue can be attributed to an honest mistake, and a lack of knowledge regarding Amazon policies.

Please let us know if there is anything else we can do to reinstate our selling privileges.

Kind regards,
Me
Company


#13

That plan seems a lot better and is probably worth a try with Amazon
Good luck


#14

Hi Adrian,

That PoA seems to have moved us forward, however we haven’t heard from Amazon for a month now. From searching other similar cases, others seem to have had the same issue. What would you recommend; continue waiting, send a follow up message, or even is there an email that’s worth trying?

We received the following email.

"Hello,

We are still reviewing your account. We will send you an email when we finish the review.

Sincerely,

Seller Performance Team
https://www.amazon.co.uk"


#15

After almost a month it is probably worth emailing the performance team back and asking for an update.
I can’t see that it would hurt…


#16

So is there a telephone number where one can speak to Seller Support directly rather than just e mails ?

I have submitted 3 Plans of Action in response to suspension of my account. Each one was replied to , by an automated bot I suspect , saying more details was required but nothing identified as being specific in beinng insufficient in detail.

Now I have had this in the past and it has been a game, they reject the initial plan and then allow you back after revision one or two. Not this time after the third revision they have DEACTIVATED the account ! I supplied everything you could possibly image RCA, Corrective Action, proof of a shipment query with the courier (One default referred to a claim for non-receipt of a tracked item) Now I know it has not arrived and I am chasing up Hermes, but they want 18 days to follow through but what hurts most it was me checking with the buyer if he had received his book which led him to within 30 mins lodge an A-Z claim for a refund, without first asking me for a refund. Needless to say it was auto granted as the tracking showed it was somewhere between here and Europe. I have no issue with the refund per se but I do think its a bit unfair that I have a black mark against my score without first being given the opportunity to grant the refund myself which I have always done before.
So a PHONE NUMBER of someone is UK SELLER SUPPORT would be appreciated.


#17

No, there isn’t unfortunately. You can request a call back through the help, but that will only be Seller Support, and they cannot talk to you about suspensions.

The Seller Performance team are the only team that deal with suspensions and they are not available by telephone, email only.


#18

If you want to open a thread and post your latest POA and Amazon response, along with the original Amazon notification [so that we can see exactly what Amazon wanted] then you will get some specific advice for your own issue., which may help you along.


#19

Hi Adrian,

I asked for an update regarding the case. Am I required to resend my PoA? Seems like I’m going around in circles. This is the reply:

“Your Amazon Seller account has been temporarily deactivated and 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 the following concern(s). Why is this happening? We are reviewing your Amazon Seller account for the reason(s) listed below. In order to ensure that customers can shop with confidence on Amazon, we routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items. How do I reactivate my account? To reactivate your selling account, please address the following concern(s): You are not approved to sell items in this brand: You are offering items that may be inauthentic. A list of these items is provided below: ------------------------------------- ASIN(s): B000XXXXXX,B000XXXXXX,B000XXXXXX ------------------------------------- Please send us the following information: – Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days. The quantity of items shown should match your inventory. – If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain. – If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card. – Contact information for your supplier, including name, phone number, address, email, and website. You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information. How do I send the required information? Please submit this information to pq-seller-assessment@amazon.co.uk. What happens if I do not send the requested information? If we do not receive the requested information within 17 days, or after two unsuccessful appeals (whichever occurs sooner), we may not allow you to sell on Amazon. Failure to successfully appeal this decision may result in payments being withheld.”


#20

It would appear that at this point Amazon want you to specifically address the ASIN/brand in question.
Is that the same brand for which you supplied a letter of authorization and invoices?
If not then you need to do so, or explain in detail why you cannot, and delete that brand from your Inventory if you haven’t already done so.