I have just received my first product authenticity complaint. I only sell authentic items and have sold over 1,500 units of the ASIN B07MKLNLKS and I've selling for over 5 years, so I am surprised by the sudden claim. I tried looking for details of the authenticity complaint and checked feedback from buyers but I found nothing specifying the nature of this claim. It is very unsettling that a buyer can make this claim with no substantiated evidence and details, which I can't even see. What if this was filed by someone with ill intentions or even a competitor. Does anyone know how I can see details of this claim and for what FBA order return it is for? I fear even when providing the required documents, my account will be on a thin line because of this claim and any future account health violations or complaints will cause my account's deactivation (as I have read from other seller discussions). It states that account health won't be impacted but the 'listing is at risk of removal'. Is the listing removed if the complaint is acknowledged? Amazon has given me the option to acknowledge the complaint ( I'm unsure what this will mean for my account) or provide the required documentation.

@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon

Hello,

Since 2022, we’ve been selling on 10 Amazon marketplaces, including the UK, EU, and US. We’re registered in Brand Registry as well.

In March, Amazon UK initiated a KYC verification process. I uploaded the requested documents correctly, but they were rejected, saying they didn’t meet the requirements. I tried about two more times with different documents, but they were all rejected as proof of address. In one case, I had to wait a full month just to get a response.

Eventually, I decided to go 100% by the book: I requested an official, letter-headed, English-language proof of address from my bank, which fully complied with Amazon's requirements. However, instead of approving it, Amazon immediately deactivated the account and rejected the appeal.

I contacted support and asked whether I could open a new account on the German marketplace. They told me that yes, I could — as long as I used a different email address. I followed their instructions and created the new account. One week later, that account was also deactivated, citing a connection to the original account.

I feel like I’ve done everything I possibly could, and I’ve run out of options. We haven’t done anything wrong. We haven’t broken any rules. We’re just a small European business trying to survive among giants. We’ve always submitted everything Amazon asked for, and now we’re completely lost — and I don’t even understand what went wrong.

Wherever I turn, I’m treated as if I’ve committed some serious violation, and that’s why the account was deactivated. But that’s not the case. It’s not even that I didn’t upload the documents. I did — and Amazon never even explained what exactly was wrong with the last submission.

By the way, we successfully passed the KYC verification on Amazon US.

Is there anything else I can do?

Thank you!

We haven't sold any items using this account for the last 3–4 years and it was on the basic plan. We have a different account selling entirely different products. However, two days ago, I received an email from Amazon saying our current active account will be deactivated, apparently because this old account was deactivated due to missing credit card information.

I’ve now submitted the required documents. Does anyone know how long the approval process typically takes to reinstate a deactivated account?

My account has been suspended for over 31 days without any explanation or communication. This is a serious violation of customer rights and communication principles.

During this period, 281 of my products have been put into a dormant state, and I have not been informed about any actions or reasons. You are requesting their destruction or other procedures without any transparency, disregarding my rights and time.