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Hello,

My Amazon seller account has been deactivated due to a violation classified as "Invasive Behavior." I’ve submitted multiple appeals and comprehensive Plans of Action, but unfortunately, none have been successful.

The issue stems from listing a dietary supplement on the Canadian marketplace without an NPN number. As a U.S.-based seller, I was unaware of the specific Canadian compliance requirements, although I ensured the product met all U.S. regulatory standards. I now understand Amazon has a zero-tolerance policy regarding such matters, but this was a genuine oversight—not an intentional violation.

I have taken full responsibility and have done everything possible to resolve the situation and reinstate the account. I’ve attached the most recent Plan of Action that I submitted, which was unfortunately rejected.

At this point, I’m respectfully requesting that someone within Amazon take a closer look at my case. I would sincerely appreciate any guidance or support on how I can move forward and have my account reinstated.

Thank you for your time and consideration.

We recently encountered an order. After receiving the product, the buyer said that the product was not suitable and applied for a return. Because we do not have a return warehouse in the local area, we communicated with the buyer in the spirit of saving time and said that as long as he took a photo to prove that it was not suitable, he would be given a full refund without returning the product. The buyer did not refuse or agree to this.

Just two days later, we received an A-to-Z claim, the reason was that "the post office could not process the return label and could not return the product."

The judgment given by Amazon was "the order product received by the buyer was not as expected, and there was a problem with the return we were responsible for." Then the money was refunded to the buyer.

We did not disagree with the refund, we just wanted the buyer to provide a photo as evidence. Is this an unreasonable request? What we want to say is why the buyer can get a refund without providing any evidence?

Does this mean that all orders can be refunded through A-to-Z claims as long as the buyer is unhappy? And no evidence is required?

After we appealed the judgment, Amazon replied to us "You did not respond to the buyer's return request before submitting the claim." Then the appeal portal was closed. However, we were actively contacting the buyer for 48 hours after the buyer submitted the return, and we did not receive any message from the buyer at all.

The buyer easily got the refund and our product, and we lost money and the product and it also affected the store's performance. It's ridiculous!

Order No. 111-2887981-4797852

This order buyer confirms receipt of the package, after receiving the package buyers think the accessories are problematic, we also arrange to send a replacement.

After receiving the accessories, the buyer thought the product was also faulty.

We asked the buyer to cooperate in testing the product, but the buyer was not willing to test it. And indicated that they need us to reschedule the replacement product or refund only.

We informed the buyer of the option to return the product and we will apply a return label for the order. (Shipping cost will be borne by us)

The buyer indicates that they will only accept a refund only or we will re-arrange to resend a new product and the buyer will send back the old product after receiving the new product.

We inform the buyer that he needs to return the old product to our warehouse. After we test it we can arrange a replacement shipment.

However, the buyer did not accept our offer and filed an A-TO-Z claim. The application was for non-receipt of the package. In the complaint I submitted the buyer's chat message with us and the buyer clearly stated that he received the parcel and did not want to send it back.

The end result was that the seller funded the A-TO-Z claim and the ODR was affected. It is also impossible to file a complaint.

Any help would be appreciated.

Hello,

We received your submission but do not have enough information to reactivate your ability to sell on Amazon at this time.How do I reactivate my account?To reactivate your account, go to your "Account Health" and click "Reactivate My Account" to submit the necessary information.

https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_pq

Submit the following:

-- Provide copies of invoices, receipts, contracts, or delivery orders from your supplier issued in the last 365 days. The quantity of items shown should match your inventory for the requested ASINs.

-- Provide contact information for your supplier, including business name, phone number, address, email, website, and GSTIN, if applicable.

-- If you are the brand owner, provide a copy of the certificate of brand registration, and business license or personal identity card, if applicable.

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.

17808074911

Is anyone experiencing issues with their shipment plans resetting after choosing your own carrier? Seller support really did not sound receptive in assisting me, saying "You are not blocked. You are not even using our program so ideally this ticket should also not be assigned to us."

It happens on every shipment I create regardless of browser(safari, chrome, Firefox) and wiped cache/cookies.

After confirming I want to use my own carrier, after filling out all box details/weight or uploading excel sheets, the shipment locations will start loading, circle rotating, and send me back to step 1b to do packing information over again. My cartons vary from 10-20 boxes per shipment creation and having to be sent to do it all over again is pretty time consuming.

Thanks!

Hello, @Dougal_Amazon @Sandy_Amazon

I am deeply concerned about my recent Brand Registry application rejection. I received notification that my account has been locked and cannot reapply for the next 90 days. My case ID is: 17836236481

I fully understand and respect the need for Amazon to verify brand ownership and information accuracy in order to maintain the highest level of customer trust and protection. However, the current situation is having a severe negative impact on my business.

I am a seller dedicated to building a legitimate and trusted brand on the Amazon platform, but the delay in Brand Registry has deprived me of key tools and protections that are essential to business growth and customer satisfaction.

I kindly request any assistance or guidance you can provide to appeal this decision or expedite my case review. I am more than happy to provide any necessary documentation or clarification to resolve this issue and prove the authenticity and ownership of my brand.

Please let me know how I can work with you to resolve this issue. Thank you so much for your time and support.

When registering a trademark, my registration showed as ineligible. I then appealed and this was accepted.

CASE ID : 17723125001

I was asked to apply again. However, I get the same error again. I write to the teams and they say I have to appeal again. But I appealed, and it turned out that there was no abuse of the brand or the store.

Now I am sending the documents. Certificate of authorization, contract, company information, ein document, but it is still rejected.

I don't understand why the same problem is happening again in a case where it was previously determined that there was no abuse in the store or brand.

I need support on this issue.

@Dougal_Amazon

@Sandy_Amazon

CASE 17742065801

When I opened this case, shipment FBA18W7P1ZTC was missing items for two ASINs - One ending in Y9F1T and the second ending in W6Y3.

-ASIN Y9F1T originally showed 0/24 units received. Now, FBA18W7P1ZTC shows 24/24. Support didn't even mention this. I found out myself tonight.

-The second ASIN, W6Y3, still shows only 1/24 units received. For ASIN W6Y3, the product dimensions have suddenly increased significantly and the weight changed from a few ounces to over 8LBS. The weight per item is only a few ounces.

Both of the ASINs above were packed in the same shipping box with two other ASINs. The other ASINs were received in full. In the shipping box, each ASIN was in a smaller box. I believe the person who unpacked the shipping box opened all the smaller boxes in the shipping box except for ASIN W6Y3. Therefore, they only marked "1" as received. This caused the dimensions of W6Y3 to increase significantly and left 23 missing units.

I opened a case with support. Their response was:

"We have received your request to investigate discrepancies with shipment FBA18W7P1ZTC. Upon investigation, we have found a weight discrepancy on your shipment:

* Shipping plan weight: 216.50 pounds

* Carrier weight: 37.9 pounds

* Difference: 178.6 pounds

Due to the weight discrepancy, we are unable to confirm that all of the expected items were shipped and cannot reconcile nor reimburse for the discrepancies you have asked us to investigate."

---I replied and explained that there were only two boxes in shipment FBA18W7P1ZTC. The first box weighed in at 11.4 LBS and the second 26.5lbs for a total of 37.9lbs. I provided screenshots of the shipping plan in the case and the two shipping labels that were created. My labels matched the carrier weight provided in support's email.

--Support sent the same reply again. I requested a screenshot showing the information. Support replied again, and this time CHANGED the shipping weights:

"My name is B.Abishek Reddy, I am part of the leadership team. I have reviewed the investigation for shipment FBA18W7P1ZTC and found it to be accurate.

Upon investigation, we have found a weight discrepancy on your shipment:

* Shipping plan weight: 216.50 Pounds,

* Carrier weight: 75.67 Pounds,

* Difference: 140.83 Pounds."

---How can the shipping weights suddenly change?? I have again requested a screenshot showing my shipping plan weight was "216.50 pounds."

Support, as usual, is not helpful and is sending nonsensical information.

In summary:

-FBA18W7P1ZTC is missing 23 units of ASIN ending in W6Y3.

-The product dimensions for ASIN ending in W6Y3, have increased significantly

-The product weight of ASIN W6Y3 increased from a few ounces to over 8LBS

-I am being overcharged fees for ASIN W6Y3 that Amazon recently shipped

-Stop forcing sellers to pay $40 for "support" when all they tell you is information that makes no sense

hello, I recently start a brand enrollment application on amazon. Few days later the case shows close status and stuck at pending review. I looked into the case, it shows answered but we didn't receive any email about what they said. Please help us take a look what's going on and if we got rejected please help us close it.

Thank you