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So here's a good one. Buyer claims item-not-received. Send tracking screenshot which clearly shows item delivered. Buyer miraculously finds item "in his recycling bin". Then immediately claims item condition is not as described (it was in superb condition) and he still wants a refund. I offer a return. He becomes abusive and says he is taking me to court. Leaves negative feedback saying I am "extremely unhelpful" and starts a return. I receive an Amazon message on Friday to say 'We have temporarily withdrawn the claim on the order. However, if you do not issue a refund when the return is received, the customer may reopen the claim.' Today is Tuesday and they have granted his claim and refunded him. There is no tracking for the return or indication that he has returned the item and I have received nothing. Amazon says I cannot use Safe-T where there has been an A-Z, that I should use 'Option to Appeal'. But there is no 'Option to Appeal' under the A-Z. Any advice? Another good day for Amazon-encouraged buyer abuse - I've been here long enough to be able to tell instantly when a buyer knows the game to play to get free stuff at my expense.

I just got an email from the Amazon Seller Services:

Dear Seller,

The following listings are at the risk of deactivation due to violations of our policies. We are reaching out to you about this issue before it impacts your ability to sell so we can resolve this with limited impact to your business. To prevent the removal of this ASIN, please take the requested actions through your Account Health page before the dates listed on the Account Health page. You can find details of the at-risk ASINs below.

Why is this happening?

We have taken this measure because we suspect your listing for this product infringes on the intellectual property of others. The product detail page for this product uses the trademarked logo of another rights owner. We have not been able to confirm that you are authorized to use this trademark on the product detail page. Unauthorized or incorrect use of this trademarked logo is likely to cause confusion as to the source, endorsement, or affiliation of the goods. Infringement of a trademark is a violation of Amazon Intellectual Property Policy: https://sellercentral.amazon.com/help/hub/reference/201361070

How to address the listing violation?

To address your listing violation, click ‘Resolve’ next to each affected ASIN in the Suspected Intellectual Property Violations section of your Account Health page. The violation, along with the name of the brand that owns the trademark can be found under the “Reason” column on the Product Policy Compliance page on https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_abp .

To successfully appeal, you will need to submit the listing to Amazon for review after editing it in one of the following ways:

1. Remove the trademarked logo from the product detail page entirely, OR

2. Change the brand name to accurately reflect the product and match trademarked logo used on the product detail page, OR

3. Update the detail page to add compatibility terms before the trademarked term, if the product is using the trademarked term to refer to another product, such as “charger for Kindle E-Reader”, “charger compatible with Kindle E-Reader”, and “charger made for Kindle E-Reader”.

Note: There are legal requirements for the use of compatibility terms. You can learn more about these in the Amazon Intellectual Property policy: https://sellercentral.amazon.com/help/hub/reference/201361070

Once you have updated the listing as requested above and are ready to have the listing reviewed for reactivation, notify us on your Account Health page by clicking the 'Resolve' next to the deactivated listing and following the instructions provided: https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_abp .

Have your listings been removed in error?

If you believe there has been an error, you can submit an explanation through your Account Health page (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_abp ), click Resolve next to the affected ASIN and follow the instructions provided in the Has your listing been deactivated in error section. Your explanation should include the following information:

1. A letter of authorisation or licensing agreement proving that you are authorised by the rights owner to create and list products using their trademarked logo in relation to your product. The documentation submitted must meet the following criteria:

- The document includes name and address of rights owner.

- The document explicitly authorises you to use the rights owners’ intellectual property with your own brand name.

2. An explanation and any evidence or documentation demonstrating how the listings do not violate our intellectual property policies.

What happens if I do not address the policy violation?

The listing violation notification for this ASIN will continue to remain on your Account Health page for 180 days. We encourage you to address this violation notice to ensure you maintain good account health. If you do not take steps to address this policy violations and incur additional violations, your Amazon selling account may be deactivated.

You can view your account performance at https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_abp or by selecting Account Health on the home page of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies that are required to sell on Amazon.

We are here to help.

If you have questions about this policy or your account, contact us at: https://sellercentral.amazon.com/cu/contact-us

Thank you.

Amazon

We leveraged a combination of automated means to identify this issue and make this decision.

ASINs:

B0CQ8W5D9R

1. I do not sell the ASIN in question

2. There is no violation on the account health page

3. I can't even find the ASIN on amazon catalogue

How is this even possible?

Can anyone advise I have got this right - going round in circles getting confused 😂

We are the manufacturer, we have sorted a responsible person. The product is easy, not inherently unsafe and should have the safety attestation. We are having trouble updating the listings like all sellers but we are trying to move forward on that.

FBM - assuming the update of the listings finally work we are sorted, we will include paperwork with all the manufacturer details and responsible person details with each EU (and Northern Ireland) order.

FBA - we are currently opted into the remote fulfilment with FBA shipments to EU. 99% of our sales are UK only where GPSR is irrelevant, although we were hoping to grow EU sales. We are not in a position where we can put the information on the product itself. We would have to sticker each and every item on the off chance it MIGHT be sold to Europe - but the vast likelihood is that it’s going to U.K. and as we sell a low cost good that’s too many products to sticker for the gain. Therefore the only cost effective solution is to switch off remote fulfilment.

Have I got all of that correct? Or have I missed something obvious? Because if not, there is a very simple solution for Amazon to help us by printing the manufacturer and responsible person details on the packing slips that go in with every EU order? We already had to submit the information and have it marked valid. Surely they can pull that onto the packing paperwork they put in every order anyway?

I have gone from over1000 featured offers to 0 featured offers all of a sudden.

Account health score is 1000.

Feedback is good.

Delivery performance above 98%.

No high impacting policy violations.

Amazon seller support say they cannot provide any information.

Chat with Amazon Support



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Sapphire Lux has joined the chat

Me

Sent at 18:57

Issue: no featured offers available to customer

ASIN: B0BHHS8YWG

You are now connected to Abhishek from Selling Partner Support

Me

Sent at 18:57

Hi

Abhishek

18:58

Thank you for contacting Selling Partner Support, my name is Abhishek and I’m glad to support you today.

Me

Sent at 18:58

None of my product offers on amazon are showing as featured offers

Me

Sent at 18:58

even though i have a number of listings on FBA

Me

Sent at 18:58

and my prices are cheaper than other sellers

Me

Sent at 18:58

my account health score is 1000

Me

Sent at 18:59

so I do not know why none of my offers are featured

Me

Sent at 18:59

some examples

Me

Sent at 18:59

B0BHHS8YWG

Me

Sent at 18:59

B07N1VRNHQ

Me

Sent at 18:59

B0CBVN5TF9

Me

Sent at 18:59

they were all showing featured earlier in the day

Me

Sent at 18:59

but stopped being afternoon time

Abhishek

19:00

okay

Me

Sent at 19:00

stop being featured afternoon time

Abhishek

19:00

Is it okay if I take 2 minutes to research this?

Me

Sent at 19:00

of course

Me

Sent at 19:01

even this asin B07VDGWQJS - my price is 24.99 - my offer is fba - another seller offer is 28.49 but their offer is featured

Abhishek

19:06

this might take a few minutes. I will check back with you periodically.

Me

Sent at 19:06

ok

Abhishek

19:11

Upon review, I see that your offers are not currently eligible to be the Featured Offer for this ASIN.

Abhishek

19:11

We're not able to discuss all the factors that determine Featured Offer eligibility, but here are some tips to help increase the chance of your offers being eligible:

Abhishek

19:11

• Provide great customer service

• Ensure product authenticity and quality

• Prevent chargeback claims

Abhishek

19:11

– How can I drive sales without the Featured Offer? : https://sellercentral.amazon.co.uk/help/hub/reference/G8XYWLBFDRHF6WZP

Me

Sent at 19:11

We have none of the above issues on our account

Me

Sent at 19:11

our account health score is 1000

Me

Sent at 19:12

our prices are cheaper than others

Me

Sent at 19:12

our delivery performance is good

Me

Sent at 19:12

our feedback is good

Me

Sent at 19:12

we have had no chargeback claims

Abhishek

19:12

Please note : Buy box is an automated algorithm which is monitored by our system based on various factors.

Abhishek

19:12

Even if your listing is not featured in the Offer Display, your products can still be purchased through selecting “See All Buying Options” or “Other Sellers on Amazon”. Although we don’t disclose all factors that go into becoming the Featured Offer, there are things you can do to increase your chances, such as:

Me

Sent at 19:12

could there be an error in your system

Abhishek

19:12

• Price your items competitively

• Offer expedited shipping and free shipping options

• Provide great customer service

• Keep stock available; Selling Partner Support will not be able to provide any further information.

Me

Sent at 19:13

as i have noticed other sellers reporting the same issue in the last few weeks on amazon seller forums

Abhishek

19:13

Selling Partner Support will not be able to provide any further information.

Me

Sent at 19:13

so you dont know if there is an issue with your system ?

Abhishek

19:14

Buy box is an automated algorithm which is monitored by our system based on various factors.

Abhishek

19:15

Selling Partner Support will not be able to make any changes in buy box eligibility.

Me

Sent at 19:16

i am not asking you to make any change to buy box eligibility - I am asking if there is a system glitch ?

Me

Sent at 19:16

going from 1000 featured offers to 0 featured offers within minutes - it cannot happen without a system glitch

Abhishek

19:17

Please note, there is no system glitch.

Me

Sent at 19:18

ok is there any way to escalate this issue ?

Me

Sent at 19:18

As affecting our sales significantly at a busy period

Write here and press Enter

Anyone hyave similar issues or how they dealt with it?

Any feedback or help would be much appreciated.

SL

I have just been checking my inventory and have noticed many books being suppressed as they require approval to sell. (Take note, Amazon, books are published, and do not have a BRAND)

Firstly, they are secondhand books, therefore the principle of first sale doctrine applies and I don't need approval.

Secondly, when I look at the suppressed listings, I have found several of them are already inactive (although the listings screen doesn't tell me that) - if I had re-listed them then I wouldn't have them in stock - why are Amazon suppressing inactive listings?

Thirdly, has anyone had any joy with getting approved without submitting invoices (which would be impossible as I am not buying from the publisher, merely selling used books that I have bought from other sources)

Would be grateful if an Amazon rep could comment on the above please as well as forum posters.

Thank you

I received this odd message two days ago saying that Amazon performance health (UK Marketplace) believes that my account is related to some other account in the USA which I never heard about ever before. and that since we are related they are deactivating my account as well in two days!

Seriously, that is no joke they did that. I called the Account health first time I was able to and they asked me to reach out to all my support service providers (anybody that have ever supported my account) and to check which one of them has also supported this mystery account). Again this is serious not a joke. I ran around like a headless chicken and spoke to all my providers and got screenshots proving that I worked with them etc. now they sent me an email saying my appeal has failed! and that my account is on its way for full deactivation shortly.

What should I do in this situation. I truly do NOT know this account. I am also based out of Canada and this account is apparently in the USA. I checked my credit cards there don't seem to be a case of fraud but I am now worried it may be identity theft of some kind maybe one of the freelancers I used for ads management gave him my name and address and he may have sold my products I remember seeing some similar name reselling my brand for dirt cheap months ago but I can't find it anymore to confirm

Anyways I can't do anything about it without knowing what they have that makes them think we are related.

ANY ADVICE PLEASE HELP!

Hi,

I'm a relatively new seller (2 months old). I have recently encountered issues where I have been perfectly fine adding products to existing listings until this week where I have had active listings made inactive. Amazon have not been clear why this is the case even after contacting seller support directly. I have just been informed that Amazon reserve the right to deactivate listings due to changes in the "Categories and Products Approval" policy. This I believe is telling me that there are either restrictions or they have limited my category access for some reason. The option to re-apply is not even available anymore and I am not sure not what to do.

This was the issue with one ASIN to begin with however, another one of my products has now been removed as well but strangely a variation of that same product is still active and selling.

More frustratingly, I have just realised that a product I had just sourced and purchased that was initially available to apply to sell under is now unavailable.

Can anyone with experience or any Amazon representative please tell help?

Kind regards

Hi everyone, I hope you’re all well.

I wanted to make a post as I feel as though I have exhausted all my options and would probably benefit from another persons perspective and maybe get some advice too.

My account was deactivated on the 18th of October due to inauthentic claims (a product which I had not sold over 9 months, and which ASIN no longer exists on Amazon marketplace) and was requested to submit a supplier invoice matching the sales volume over the last 365 days. I had submitted my invoice, ensuring to match the required information (Website, Telephone Number, Email Address and Address).

I had then received a follow ups saying that this was insufficient information. The part which I was confused about is that the distributor I had purchased this brand from was not only an authorized distributor, but also the parent company of said brand. I had explained this in a follow up submission, in the form of a letter of appeal, outlining that the distributor is the owner of the brand with screenshots from the brand website themselves showing evidence the distributor is the parent owner of that brand, and also had an notarized affidavit proving that my products were in fact completely authentic.

A week or so after this follow submission I had received another rejection email stating “we do not have enough information to reactivate your account”. As a last resort I have been emailing the managing director email however it has been two weeks since then and have just sent a follow up, but have yet to receive a response.

I was wondering if anyone could provide their two pence on this and perhaps guide me towards ways in which could benefit my appeal and prove my products authenticity.

Apologies for rambling and thank you for any help you’re able to provide.

@Seller_fgtTzyHQfOM1x @Seller_DNQGSsdC7DccM

Sold an item to a customer in SPAIN. we ran into delivery issues so i needed to send a message and ask some questions before sending.

I then saw that my ''message was not delivered because it was not written in the buyer's language of preference''

i do not speak Spanish, we are an english speaking company based in England. Just because the buyers the preferred language is Spanish, it doesnt mean he will refuse messages in english. So why would Amazon block my messages from getting through?

This is stupid! making it difficult for buyers and sellers to communicate.

ive had to cancell the order stating it was undeliverable. undeliverable due to the fact. i am not allowed to communicate with the buyer unless i learn his language.

i refuse to copy and paste my message into a translator before sending, this is unprofessional.

My preferred language is English but if a buyer or seller sent me a message in a different language i wont mind. im happy to put a received message through a translator if i have to, but prefer to write / send in my own language. same as everyone else.

what a load of sheet