I can't get a straight answer from seller support
my account got deactivated for apparently forging and manipulating an invoice. What happened was an employee sent a pro former invoice instead of the VAT invoice to get ungated. So we sent a well written appeal and the correct invoice relating to the proforma and its been 6 weeks and still nothing. seller support haven’t updated us or told us what we need to send. My supplier actually told me that amazon called and the invoice was verified!
I’m in a really bad situation and I’ve had to take loans to cover my bills as Amazon have withheld a lot of money and over 5k in stock.
9 replies
Seller_PaCQA5a1Kd2qc
Hello,
Your Amazon selling account has been deactivated. Funds available in your account will be withheld. If you have FBA inventory of the items causing “inauthentic” complaints in Amazon European fulfillment centers, they are currently ineligible for removal.
Why is this happening?
You have supplied documentation to Amazon which appears to be forged or manipulated in the gating application submitted.
How do I reactivate my account?
To reactivate your selling account, please send us one of the following:
– An explanation that justifies why you provided documentation which appears to be forged or manipulated; or
– Evidence that demonstrates that the documents you provided are not forged or manipulated
You can only send .pdf, .jpg, .png, or .gif files.
How do I submit the required information?
To submit this information, please follow the instructions in the banner at the top of your Account Health page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
What happens if I do not submit the required information?
If we do not receive the requested information within 90 days, funds will be withheld and any remaining FBA inventory of the items that caused “inauthentic” complaints in Amazon European fulfillment centers will be destroyed at your expense.
Ash_AMZ
Hello @Tuwells ,
This is Ash from Amazon and would help with additional information on your queries.
It has been understood, that you need help with your account reactivation as you have provided manipulated or forged documents.
As per the amazon standards, all the 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.
Did you make any changes in the the proforma invoices?
If you have done so, kindly submit detailed plan of action as requested above.
You can use the following guidelines to create your plan of action:
Your plan of action should be factual and direct. Focus on the facts and events that lead to the issue rather than providing an introduction of your product, business, or customer. Remove other questions or references to ongoing support cases from your submission. Avoid using emotive language.
Provide an explanation for all issues. Some deactivation can be the result of a combination of issues (for example, a High Order Defect Rate can arise from negative feedback and undelivered orders). You must provide a response for each root cause in your plan of action.
For further assistance on the account reactivation procedures you can reach out to our Account Health Support team as well.
Regards,
Ash.
