Account Suspension - Section 3 Forged/Manipulated Invoices

Hello,

I recently had my account suspended for supplying documentation that appeared to be forged or manipulated in response to an inauthentic complaint on my account.

Back Story:
I sell a lot of used retro video game items and the complaint arose from a feedback I received (“its fake”) from a video game console that was sold. The console wasn’t fake but regardless but I recognize the onus is on me to prove that and amazon asked for documentation. I provided an invoice from a supplier (think retro retail gaming store). It was sent via word which I converted to PDF. I also added highlights to the supplier/buyer information and the row item, I also wrote in red the ASIN on the line of the item in question for clarification. This document was rejected for not adequate information. I had a second invoice from the supplier that was dated more recently with the same item on it - however the supplier moved and their business address updated so that was reflected in the invoice. I did not add any highlights or red text to this PDF and submitted as is. This was rejected and instantly after my account was deactivated.

Under my account health Amazon I have a “Reactive Account Option” where I can either acknowledge that I violated Amazon policy and uploaded documents from a new supplier (I have an authorized wholesale supplier for grocery and gourmet that I already work with and I think after this the used video games are not worth it and just going fully into that) or if I believe my account was deactivated in error where I can provide information on why it should be reversed and provide supporting documents.

I am not sure which option I should choose as I think that if the invoices weren’t accepted for the inauthentic complaint and were the reason for the suspension then providing them again won’t get me anywhere?

Any insight would be greatly appreciated! Suspension notice and reactivate your account page text posted below.

Suspension Notice:
Your Amazon selling account has been deactivated. Your listings have been removed in accordance with Section 3 of Amazon’s Business Solutions Agreement. We are withholding any funds available in your account. If you have FBA inventory of the items causing “inauthentic” complaints, they are currently ineligible for removal.

Why is this happening?
You have supplied documentation to Amazon which appears to be forged or manipulated. We previously requested these documents from you to address concerns about your account. All requested documents must be authentic and unaltered.

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.amazon.ca/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 we will permanently withhold any payments to you and any remaining FBA inventory of the items that caused inauthentic complaints will be destroyed at your expense.

Reactive Your Account Page:

Your Amazon seller account has been deactivated and listings have been removed in accordance with section 3 of Amazon’s Business Solutions Agreement. We are withholding any funds available in your account. If you have FBA inventory of the items causing inauthentic complaints, they are currently ineligible for removal.

Why is this happening?

You have supplied documentation to Amazon that appears to be forged or manipulated. We previously requested these documents from you to address concerns about your account.

How do I address this violation?

Select one of the following options:

I acknowledge that my account violated Amazon’s policies and I wish to reactivate my account.

What happens now?

Indicate that you (on behalf of yourself and the business you represent) understand and agree with the statements below:

I acknowledge that submitting forged or manipulated documents are in violation of Amazon’s Seller Code of Conduct.

I acknowledge, that I have read, understood and agree to comply with Amazon’s Seller Code of Conduct.

Moving forward, I will ensure that the documents I provide are not forged or manipulated and I understand that failure to do so will result in the permanent deactivation of my account.

I understand that if my account continues to violate Amazon’s Seller Code of Conduct, my account will be deactivated.
To reactivate your selling account, submit the following information:

• Copies of final invoices or receipts from a new supplier.
• These documents should reflect at least 10 units of inventory.
• Include contact information for your new supplier, including name, phone number, address and website. We will maintain the confidentiality of your supplier contact information.
• You may remove pricing information, but the rest of the document must be visible.