Account Health Assurance helps you address account deactivation issues with ease
Today, we have launched Account Health Assurance (AHA), a new benefit for sellers who consistently achieve a high Account Health Rating (AHR). With Account Health Assurance, we will no longer deactivate your selling account as long as you work with us to resolve any issues.
We’ve heard that you want greater visibility into your account health and risk of deactivation. Last year, we launched the Account Health Rating, which indicates your risk of account deactivation. Now, with Account Health Assurance, we’re excited to offer this new benefit to sellers with a strong track record of maintaining their account health.
Account Health Assurance is a benefit for sellers with a professional account subscription who maintain an AHR score of 250 or higher for at least six months with no more than 10 days below 250 and have a valid emergency contact number on Seller Central. This benefit, which is now available worldwide will give you a greater peace of mind that your account will not be deactivated.
When you encounter an issue that would otherwise result in account deactivation in a store in which you are enrolled, an account health specialist will proactively reach out and explain step-by-step what the issue is and how to address it.
As long as our team can reach you within 72 hours and you work with us to address the account issues, your selling account will not be deactivated. By knowing that your account health is safe, you can spend more time focused on growing your business.
When you become eligible for Account Health Assurance, you’ll be enrolled automatically and will receive an email notification. There are no charges for Account Health Assurance.
To check the eligibility criteria, go to Account Health Assurance.
For more information, go to Account Health Assurance FAQ.
Account Health Assurance helps you address account deactivation issues with ease
Today, we have launched Account Health Assurance (AHA), a new benefit for sellers who consistently achieve a high Account Health Rating (AHR). With Account Health Assurance, we will no longer deactivate your selling account as long as you work with us to resolve any issues.
We’ve heard that you want greater visibility into your account health and risk of deactivation. Last year, we launched the Account Health Rating, which indicates your risk of account deactivation. Now, with Account Health Assurance, we’re excited to offer this new benefit to sellers with a strong track record of maintaining their account health.
Account Health Assurance is a benefit for sellers with a professional account subscription who maintain an AHR score of 250 or higher for at least six months with no more than 10 days below 250 and have a valid emergency contact number on Seller Central. This benefit, which is now available worldwide will give you a greater peace of mind that your account will not be deactivated.
When you encounter an issue that would otherwise result in account deactivation in a store in which you are enrolled, an account health specialist will proactively reach out and explain step-by-step what the issue is and how to address it.
As long as our team can reach you within 72 hours and you work with us to address the account issues, your selling account will not be deactivated. By knowing that your account health is safe, you can spend more time focused on growing your business.
When you become eligible for Account Health Assurance, you’ll be enrolled automatically and will receive an email notification. There are no charges for Account Health Assurance.
To check the eligibility criteria, go to Account Health Assurance.
For more information, go to Account Health Assurance FAQ.
0 replies
Seller_TufyJDtetbrlU
I have no violations or anything yet mines always at 248!
So im 2 below the requirements but why????
Is this because i dont sell as much as others? So im technically getting penalised and can't get account health insurance for not selling as much as others which doesn't seem fair.
Seller_tQCfsb3zoC4AP
With ease you say? I have been begging for help daily since august 2019 to date no help or support whatsoever.
2 days ago my rating was 284 this morning I woke up to threats that my account would be deactivated in 72 hours as my rating is now mat 76 if ten suspect violations were not addressed. 3 of the 10 where products that have not be in stock for at least 6 years 2 of these I deleted from the inventory a few months ago the 3rd I deleted this morning 4 more where I have one dept saying I can only list if I put in the full brand name which I had done and they they are removed stating that a shortened version of the brand name has to be used but I have no tools to make the change as the original name is locked in.
Even though I wish to make to changes I have no tools went to health team they told me only seller support can fix it wen to them and they send me to account health team
so it now looks like in 2 days I will be deactivated as I have no tools to fix it myself and going to Amazon it would be easier to squeeze support out of a stone.
Seller_xU4h6ZbAduf0O
The whole thing is nothing more than a stay of execution for 72 hours.
You try to address any of these issues with Seller Support and 99% of the time they are not there to support you, but work against you sending you round in circles for literally weeks.
Yet after the initial 72 hours is up, if you have not got Seller Support to actually help and fix the issue that 99% of the time is not your fault... but are being blamed for it..... They go ahead and put your penalty points on anyway, even if the case is pending Amazon response.
This morning being a prime example.... i received a response from appeal 3 weeks after submitting it. And the item in question was deleted from my inventory 2 weeks ago because i had a violation that was not my fault, causing a 32 point drop that was dangerously close, and had no alternative than to accept a violation i did not create in order to get my health restored.
This whole AHA is NOT an assurance other than you can be assured that after 72 hours of Amazon refusing to respond or put right in the same timeframe or accept any appeal, evidence or common sense... you will be punished like the naughty schoolkid you are.
Another Amazon meaningless gimmick where some higher up sat in an ivory tower is patting themselves on the back for another job well done.
Seller_sNKeKyNyAszcJ
As far as I'm aware, a phone call regarding serious account health issues prior to potential deactivation used to be the default for all sellers regardless of selling volume?
So while they're pitching this as something new to help their favoured sellers, the reality is that it's a reduced eligibility for something pre-existing.
Seller_f4neKvGfPZHNi
@Julia_Amzn I deregistered my VAT number in 2019. I got two phone calls from Amazon.com (Seattle), telling me that I needed to provide proof my VAT has been registered and all final duties have been paid.
They told me if I didn't provide this information, the deactivation of my amazon.com would be next. That was about a week ago. After filing digging up all the proof I needed, my account was deactivated.
And I have no way to contact anyone at amazon UK to give them the proof they asked for.
There's no place to upload documents.
What should I do?
Seller_SGD2tDw5HtrAo
I like the idea of humans helping with issues instead of automated removal of listings but I guess this isn't going to be of use for smaller people in Handmade going by the 2600 sales in 180days to be part of it!! Just like eBay the smaller people are left out! :(
Recently I had some mugs and coasters with VW Campervan illustrations on removed as 'VW' trademark infringement was issued.... this morning I get an email for a suggested item from Amazon for a painting/print of a VW Campervan from another small Handmade seller..... how does this work then!??
At least my 'Brother' cards were not removed after many emails over BROTHER trademark infringement!! :D :D
Seller_CJAn9FclIoBJn
Its a good ideas as long as 72 hours means contact has been made. Not a resolution to an issue (from Amazons view) nothing on Amazon is ever resolved in 72 hours. It can take 24 hours of constant email/response to get the basic notion of what the issue you are facing is. If its the seller makes contact in 72 hours and has a long 'tail' on it to actually sort the issue out would be worthwhile. Unfortunatley the staff in SS are usually poor - it takes escaltion to the back end support team to get anywhere - normally escalation is resisted tooth and nail by front line SS staff and the various 'bot' responses. Until Amazon addresses poor seller support and gets hold of its own algorithims we are all open to immeadiate deactivation. Amazon may benefit from the view that their algorithims are grossly unreliable rather than the view they actually work. The support staff always seem totally unaware of the fact that the process of seling on Amazon is not user friendly. The listing/catalogue system is a bit of a nightmare. I assume that the whole metrics system is probably just as unstable. Hopefully work in progress but harsh whilst its going on. A simple system of escalation would help....like an account manager? revolutionary idea??? That can actually do something other than ask the same team who fudged it in the first place to help? Step in the right direction though - if your metrics are generally good the assumption should be you are worth keeping and generally are doing things correctly. Might make us less open to underhand tactics by other sellers as well.
Seller_KM2No8jybV32S
Well I have my first interaction with this. I have been accused of selling counterfeit items. This has placed my account in critical and will be deactivated within 72 hours if there is no resolution.
The phone contact that Amazon have provided actually advised me to accept the violation and admit they were counterfeit.
I have invoices for wholesale purchases of the item in question that I am certainly willing to provide but because it has been escalated to critical invoices will not be accepted and my options are either to get permission from the rights owner to sell the item (which is bizarre as if the item is counterfeit how would that change the nature of the accusation) or to admit to selling counterfeit goods.
I asked for proof as to the accusation (ie test buy) and have been told I am not allowed to have access to this proof.
So my position is that I am willing to fully engage and co-operated. I can provide invoices for purchase and the goods are physically at FBA if an inspection to establish authenticity is required then they are with Amazon and I have no possibility to interfere with them.
As per their statement "You're enrolled! With Account Health Assurance, we won’t deactivate your selling account as long as you work with us to resolve any issues."
This is not true, I am working with Amazon from this end to resolve the issue, they have not given me an option of providing proof of authenticity and unilaterally are asserting that I must either gain permission to sell goods that they are claiming to be counterfeit or by admitting to selling counterfeit goods.
Hold the goods pending inspection, fine, suspend my involvement in the ASIN until the issue is resolve, fine, but to not allow me to be presented with the evidence of the accusation or to be allowed to present my evidence of ownership and supply chain is not "working with us to resolve any issues" its asking me to admit to a violation (and crime actually) that I have not committed and have what I consider to be compelling evidence to back my claim up and they will not provide whatever evidence they have to back up their accusation.
Very very bad practice from Amazon, also anti competitive as if they are shutting down competition on false accusation from the rights owner without opportunity to defend ones case then that could easily be seen as anti competitive practice in order to extinguish competition and create artificially inflated prices for the consumer.
Seller_7pTs15IYXmTOB
Sounds fair. Many thanks for this feature.
However, I have no clue where I must look this up. Where am I supposed to look for this please. Would you post a screenshot as to what this looks like please? Very sorry for being a dummy.
Account Health Assurance helps you address account deactivation issues with ease
Today, we have launched Account Health Assurance (AHA), a new benefit for sellers who consistently achieve a high Account Health Rating (AHR). With Account Health Assurance, we will no longer deactivate your selling account as long as you work with us to resolve any issues.
We’ve heard that you want greater visibility into your account health and risk of deactivation. Last year, we launched the Account Health Rating, which indicates your risk of account deactivation. Now, with Account Health Assurance, we’re excited to offer this new benefit to sellers with a strong track record of maintaining their account health.
Account Health Assurance is a benefit for sellers with a professional account subscription who maintain an AHR score of 250 or higher for at least six months with no more than 10 days below 250 and have a valid emergency contact number on Seller Central. This benefit, which is now available worldwide will give you a greater peace of mind that your account will not be deactivated.
When you encounter an issue that would otherwise result in account deactivation in a store in which you are enrolled, an account health specialist will proactively reach out and explain step-by-step what the issue is and how to address it.
As long as our team can reach you within 72 hours and you work with us to address the account issues, your selling account will not be deactivated. By knowing that your account health is safe, you can spend more time focused on growing your business.
When you become eligible for Account Health Assurance, you’ll be enrolled automatically and will receive an email notification. There are no charges for Account Health Assurance.
To check the eligibility criteria, go to Account Health Assurance.
For more information, go to Account Health Assurance FAQ.
Account Health Assurance helps you address account deactivation issues with ease
Today, we have launched Account Health Assurance (AHA), a new benefit for sellers who consistently achieve a high Account Health Rating (AHR). With Account Health Assurance, we will no longer deactivate your selling account as long as you work with us to resolve any issues.
We’ve heard that you want greater visibility into your account health and risk of deactivation. Last year, we launched the Account Health Rating, which indicates your risk of account deactivation. Now, with Account Health Assurance, we’re excited to offer this new benefit to sellers with a strong track record of maintaining their account health.
Account Health Assurance is a benefit for sellers with a professional account subscription who maintain an AHR score of 250 or higher for at least six months with no more than 10 days below 250 and have a valid emergency contact number on Seller Central. This benefit, which is now available worldwide will give you a greater peace of mind that your account will not be deactivated.
When you encounter an issue that would otherwise result in account deactivation in a store in which you are enrolled, an account health specialist will proactively reach out and explain step-by-step what the issue is and how to address it.
As long as our team can reach you within 72 hours and you work with us to address the account issues, your selling account will not be deactivated. By knowing that your account health is safe, you can spend more time focused on growing your business.
When you become eligible for Account Health Assurance, you’ll be enrolled automatically and will receive an email notification. There are no charges for Account Health Assurance.
To check the eligibility criteria, go to Account Health Assurance.
For more information, go to Account Health Assurance FAQ.
Account Health Assurance helps you address account deactivation issues with ease
Today, we have launched Account Health Assurance (AHA), a new benefit for sellers who consistently achieve a high Account Health Rating (AHR). With Account Health Assurance, we will no longer deactivate your selling account as long as you work with us to resolve any issues.
We’ve heard that you want greater visibility into your account health and risk of deactivation. Last year, we launched the Account Health Rating, which indicates your risk of account deactivation. Now, with Account Health Assurance, we’re excited to offer this new benefit to sellers with a strong track record of maintaining their account health.
Account Health Assurance is a benefit for sellers with a professional account subscription who maintain an AHR score of 250 or higher for at least six months with no more than 10 days below 250 and have a valid emergency contact number on Seller Central. This benefit, which is now available worldwide will give you a greater peace of mind that your account will not be deactivated.
When you encounter an issue that would otherwise result in account deactivation in a store in which you are enrolled, an account health specialist will proactively reach out and explain step-by-step what the issue is and how to address it.
As long as our team can reach you within 72 hours and you work with us to address the account issues, your selling account will not be deactivated. By knowing that your account health is safe, you can spend more time focused on growing your business.
When you become eligible for Account Health Assurance, you’ll be enrolled automatically and will receive an email notification. There are no charges for Account Health Assurance.
To check the eligibility criteria, go to Account Health Assurance.
For more information, go to Account Health Assurance FAQ.
0 replies
0 replies
Seller_TufyJDtetbrlU
I have no violations or anything yet mines always at 248!
So im 2 below the requirements but why????
Is this because i dont sell as much as others? So im technically getting penalised and can't get account health insurance for not selling as much as others which doesn't seem fair.
Seller_tQCfsb3zoC4AP
With ease you say? I have been begging for help daily since august 2019 to date no help or support whatsoever.
2 days ago my rating was 284 this morning I woke up to threats that my account would be deactivated in 72 hours as my rating is now mat 76 if ten suspect violations were not addressed. 3 of the 10 where products that have not be in stock for at least 6 years 2 of these I deleted from the inventory a few months ago the 3rd I deleted this morning 4 more where I have one dept saying I can only list if I put in the full brand name which I had done and they they are removed stating that a shortened version of the brand name has to be used but I have no tools to make the change as the original name is locked in.
Even though I wish to make to changes I have no tools went to health team they told me only seller support can fix it wen to them and they send me to account health team
so it now looks like in 2 days I will be deactivated as I have no tools to fix it myself and going to Amazon it would be easier to squeeze support out of a stone.
Seller_xU4h6ZbAduf0O
The whole thing is nothing more than a stay of execution for 72 hours.
You try to address any of these issues with Seller Support and 99% of the time they are not there to support you, but work against you sending you round in circles for literally weeks.
Yet after the initial 72 hours is up, if you have not got Seller Support to actually help and fix the issue that 99% of the time is not your fault... but are being blamed for it..... They go ahead and put your penalty points on anyway, even if the case is pending Amazon response.
This morning being a prime example.... i received a response from appeal 3 weeks after submitting it. And the item in question was deleted from my inventory 2 weeks ago because i had a violation that was not my fault, causing a 32 point drop that was dangerously close, and had no alternative than to accept a violation i did not create in order to get my health restored.
This whole AHA is NOT an assurance other than you can be assured that after 72 hours of Amazon refusing to respond or put right in the same timeframe or accept any appeal, evidence or common sense... you will be punished like the naughty schoolkid you are.
Another Amazon meaningless gimmick where some higher up sat in an ivory tower is patting themselves on the back for another job well done.
Seller_sNKeKyNyAszcJ
As far as I'm aware, a phone call regarding serious account health issues prior to potential deactivation used to be the default for all sellers regardless of selling volume?
So while they're pitching this as something new to help their favoured sellers, the reality is that it's a reduced eligibility for something pre-existing.
Seller_f4neKvGfPZHNi
@Julia_Amzn I deregistered my VAT number in 2019. I got two phone calls from Amazon.com (Seattle), telling me that I needed to provide proof my VAT has been registered and all final duties have been paid.
They told me if I didn't provide this information, the deactivation of my amazon.com would be next. That was about a week ago. After filing digging up all the proof I needed, my account was deactivated.
And I have no way to contact anyone at amazon UK to give them the proof they asked for.
There's no place to upload documents.
What should I do?
Seller_SGD2tDw5HtrAo
I like the idea of humans helping with issues instead of automated removal of listings but I guess this isn't going to be of use for smaller people in Handmade going by the 2600 sales in 180days to be part of it!! Just like eBay the smaller people are left out! :(
Recently I had some mugs and coasters with VW Campervan illustrations on removed as 'VW' trademark infringement was issued.... this morning I get an email for a suggested item from Amazon for a painting/print of a VW Campervan from another small Handmade seller..... how does this work then!??
At least my 'Brother' cards were not removed after many emails over BROTHER trademark infringement!! :D :D
Seller_CJAn9FclIoBJn
Its a good ideas as long as 72 hours means contact has been made. Not a resolution to an issue (from Amazons view) nothing on Amazon is ever resolved in 72 hours. It can take 24 hours of constant email/response to get the basic notion of what the issue you are facing is. If its the seller makes contact in 72 hours and has a long 'tail' on it to actually sort the issue out would be worthwhile. Unfortunatley the staff in SS are usually poor - it takes escaltion to the back end support team to get anywhere - normally escalation is resisted tooth and nail by front line SS staff and the various 'bot' responses. Until Amazon addresses poor seller support and gets hold of its own algorithims we are all open to immeadiate deactivation. Amazon may benefit from the view that their algorithims are grossly unreliable rather than the view they actually work. The support staff always seem totally unaware of the fact that the process of seling on Amazon is not user friendly. The listing/catalogue system is a bit of a nightmare. I assume that the whole metrics system is probably just as unstable. Hopefully work in progress but harsh whilst its going on. A simple system of escalation would help....like an account manager? revolutionary idea??? That can actually do something other than ask the same team who fudged it in the first place to help? Step in the right direction though - if your metrics are generally good the assumption should be you are worth keeping and generally are doing things correctly. Might make us less open to underhand tactics by other sellers as well.
Seller_KM2No8jybV32S
Well I have my first interaction with this. I have been accused of selling counterfeit items. This has placed my account in critical and will be deactivated within 72 hours if there is no resolution.
The phone contact that Amazon have provided actually advised me to accept the violation and admit they were counterfeit.
I have invoices for wholesale purchases of the item in question that I am certainly willing to provide but because it has been escalated to critical invoices will not be accepted and my options are either to get permission from the rights owner to sell the item (which is bizarre as if the item is counterfeit how would that change the nature of the accusation) or to admit to selling counterfeit goods.
I asked for proof as to the accusation (ie test buy) and have been told I am not allowed to have access to this proof.
So my position is that I am willing to fully engage and co-operated. I can provide invoices for purchase and the goods are physically at FBA if an inspection to establish authenticity is required then they are with Amazon and I have no possibility to interfere with them.
As per their statement "You're enrolled! With Account Health Assurance, we won’t deactivate your selling account as long as you work with us to resolve any issues."
This is not true, I am working with Amazon from this end to resolve the issue, they have not given me an option of providing proof of authenticity and unilaterally are asserting that I must either gain permission to sell goods that they are claiming to be counterfeit or by admitting to selling counterfeit goods.
Hold the goods pending inspection, fine, suspend my involvement in the ASIN until the issue is resolve, fine, but to not allow me to be presented with the evidence of the accusation or to be allowed to present my evidence of ownership and supply chain is not "working with us to resolve any issues" its asking me to admit to a violation (and crime actually) that I have not committed and have what I consider to be compelling evidence to back my claim up and they will not provide whatever evidence they have to back up their accusation.
Very very bad practice from Amazon, also anti competitive as if they are shutting down competition on false accusation from the rights owner without opportunity to defend ones case then that could easily be seen as anti competitive practice in order to extinguish competition and create artificially inflated prices for the consumer.
Seller_7pTs15IYXmTOB
Sounds fair. Many thanks for this feature.
However, I have no clue where I must look this up. Where am I supposed to look for this please. Would you post a screenshot as to what this looks like please? Very sorry for being a dummy.
Seller_TufyJDtetbrlU
I have no violations or anything yet mines always at 248!
So im 2 below the requirements but why????
Is this because i dont sell as much as others? So im technically getting penalised and can't get account health insurance for not selling as much as others which doesn't seem fair.
Seller_TufyJDtetbrlU
I have no violations or anything yet mines always at 248!
So im 2 below the requirements but why????
Is this because i dont sell as much as others? So im technically getting penalised and can't get account health insurance for not selling as much as others which doesn't seem fair.
Seller_tQCfsb3zoC4AP
With ease you say? I have been begging for help daily since august 2019 to date no help or support whatsoever.
2 days ago my rating was 284 this morning I woke up to threats that my account would be deactivated in 72 hours as my rating is now mat 76 if ten suspect violations were not addressed. 3 of the 10 where products that have not be in stock for at least 6 years 2 of these I deleted from the inventory a few months ago the 3rd I deleted this morning 4 more where I have one dept saying I can only list if I put in the full brand name which I had done and they they are removed stating that a shortened version of the brand name has to be used but I have no tools to make the change as the original name is locked in.
Even though I wish to make to changes I have no tools went to health team they told me only seller support can fix it wen to them and they send me to account health team
so it now looks like in 2 days I will be deactivated as I have no tools to fix it myself and going to Amazon it would be easier to squeeze support out of a stone.
Seller_tQCfsb3zoC4AP
With ease you say? I have been begging for help daily since august 2019 to date no help or support whatsoever.
2 days ago my rating was 284 this morning I woke up to threats that my account would be deactivated in 72 hours as my rating is now mat 76 if ten suspect violations were not addressed. 3 of the 10 where products that have not be in stock for at least 6 years 2 of these I deleted from the inventory a few months ago the 3rd I deleted this morning 4 more where I have one dept saying I can only list if I put in the full brand name which I had done and they they are removed stating that a shortened version of the brand name has to be used but I have no tools to make the change as the original name is locked in.
Even though I wish to make to changes I have no tools went to health team they told me only seller support can fix it wen to them and they send me to account health team
so it now looks like in 2 days I will be deactivated as I have no tools to fix it myself and going to Amazon it would be easier to squeeze support out of a stone.
Seller_xU4h6ZbAduf0O
The whole thing is nothing more than a stay of execution for 72 hours.
You try to address any of these issues with Seller Support and 99% of the time they are not there to support you, but work against you sending you round in circles for literally weeks.
Yet after the initial 72 hours is up, if you have not got Seller Support to actually help and fix the issue that 99% of the time is not your fault... but are being blamed for it..... They go ahead and put your penalty points on anyway, even if the case is pending Amazon response.
This morning being a prime example.... i received a response from appeal 3 weeks after submitting it. And the item in question was deleted from my inventory 2 weeks ago because i had a violation that was not my fault, causing a 32 point drop that was dangerously close, and had no alternative than to accept a violation i did not create in order to get my health restored.
This whole AHA is NOT an assurance other than you can be assured that after 72 hours of Amazon refusing to respond or put right in the same timeframe or accept any appeal, evidence or common sense... you will be punished like the naughty schoolkid you are.
Another Amazon meaningless gimmick where some higher up sat in an ivory tower is patting themselves on the back for another job well done.
Seller_xU4h6ZbAduf0O
The whole thing is nothing more than a stay of execution for 72 hours.
You try to address any of these issues with Seller Support and 99% of the time they are not there to support you, but work against you sending you round in circles for literally weeks.
Yet after the initial 72 hours is up, if you have not got Seller Support to actually help and fix the issue that 99% of the time is not your fault... but are being blamed for it..... They go ahead and put your penalty points on anyway, even if the case is pending Amazon response.
This morning being a prime example.... i received a response from appeal 3 weeks after submitting it. And the item in question was deleted from my inventory 2 weeks ago because i had a violation that was not my fault, causing a 32 point drop that was dangerously close, and had no alternative than to accept a violation i did not create in order to get my health restored.
This whole AHA is NOT an assurance other than you can be assured that after 72 hours of Amazon refusing to respond or put right in the same timeframe or accept any appeal, evidence or common sense... you will be punished like the naughty schoolkid you are.
Another Amazon meaningless gimmick where some higher up sat in an ivory tower is patting themselves on the back for another job well done.
Seller_sNKeKyNyAszcJ
As far as I'm aware, a phone call regarding serious account health issues prior to potential deactivation used to be the default for all sellers regardless of selling volume?
So while they're pitching this as something new to help their favoured sellers, the reality is that it's a reduced eligibility for something pre-existing.
Seller_sNKeKyNyAszcJ
As far as I'm aware, a phone call regarding serious account health issues prior to potential deactivation used to be the default for all sellers regardless of selling volume?
So while they're pitching this as something new to help their favoured sellers, the reality is that it's a reduced eligibility for something pre-existing.
Seller_f4neKvGfPZHNi
@Julia_Amzn I deregistered my VAT number in 2019. I got two phone calls from Amazon.com (Seattle), telling me that I needed to provide proof my VAT has been registered and all final duties have been paid.
They told me if I didn't provide this information, the deactivation of my amazon.com would be next. That was about a week ago. After filing digging up all the proof I needed, my account was deactivated.
And I have no way to contact anyone at amazon UK to give them the proof they asked for.
There's no place to upload documents.
What should I do?
Seller_f4neKvGfPZHNi
@Julia_Amzn I deregistered my VAT number in 2019. I got two phone calls from Amazon.com (Seattle), telling me that I needed to provide proof my VAT has been registered and all final duties have been paid.
They told me if I didn't provide this information, the deactivation of my amazon.com would be next. That was about a week ago. After filing digging up all the proof I needed, my account was deactivated.
And I have no way to contact anyone at amazon UK to give them the proof they asked for.
There's no place to upload documents.
What should I do?
Seller_SGD2tDw5HtrAo
I like the idea of humans helping with issues instead of automated removal of listings but I guess this isn't going to be of use for smaller people in Handmade going by the 2600 sales in 180days to be part of it!! Just like eBay the smaller people are left out! :(
Recently I had some mugs and coasters with VW Campervan illustrations on removed as 'VW' trademark infringement was issued.... this morning I get an email for a suggested item from Amazon for a painting/print of a VW Campervan from another small Handmade seller..... how does this work then!??
At least my 'Brother' cards were not removed after many emails over BROTHER trademark infringement!! :D :D
Seller_SGD2tDw5HtrAo
I like the idea of humans helping with issues instead of automated removal of listings but I guess this isn't going to be of use for smaller people in Handmade going by the 2600 sales in 180days to be part of it!! Just like eBay the smaller people are left out! :(
Recently I had some mugs and coasters with VW Campervan illustrations on removed as 'VW' trademark infringement was issued.... this morning I get an email for a suggested item from Amazon for a painting/print of a VW Campervan from another small Handmade seller..... how does this work then!??
At least my 'Brother' cards were not removed after many emails over BROTHER trademark infringement!! :D :D
Seller_CJAn9FclIoBJn
Its a good ideas as long as 72 hours means contact has been made. Not a resolution to an issue (from Amazons view) nothing on Amazon is ever resolved in 72 hours. It can take 24 hours of constant email/response to get the basic notion of what the issue you are facing is. If its the seller makes contact in 72 hours and has a long 'tail' on it to actually sort the issue out would be worthwhile. Unfortunatley the staff in SS are usually poor - it takes escaltion to the back end support team to get anywhere - normally escalation is resisted tooth and nail by front line SS staff and the various 'bot' responses. Until Amazon addresses poor seller support and gets hold of its own algorithims we are all open to immeadiate deactivation. Amazon may benefit from the view that their algorithims are grossly unreliable rather than the view they actually work. The support staff always seem totally unaware of the fact that the process of seling on Amazon is not user friendly. The listing/catalogue system is a bit of a nightmare. I assume that the whole metrics system is probably just as unstable. Hopefully work in progress but harsh whilst its going on. A simple system of escalation would help....like an account manager? revolutionary idea??? That can actually do something other than ask the same team who fudged it in the first place to help? Step in the right direction though - if your metrics are generally good the assumption should be you are worth keeping and generally are doing things correctly. Might make us less open to underhand tactics by other sellers as well.
Seller_CJAn9FclIoBJn
Its a good ideas as long as 72 hours means contact has been made. Not a resolution to an issue (from Amazons view) nothing on Amazon is ever resolved in 72 hours. It can take 24 hours of constant email/response to get the basic notion of what the issue you are facing is. If its the seller makes contact in 72 hours and has a long 'tail' on it to actually sort the issue out would be worthwhile. Unfortunatley the staff in SS are usually poor - it takes escaltion to the back end support team to get anywhere - normally escalation is resisted tooth and nail by front line SS staff and the various 'bot' responses. Until Amazon addresses poor seller support and gets hold of its own algorithims we are all open to immeadiate deactivation. Amazon may benefit from the view that their algorithims are grossly unreliable rather than the view they actually work. The support staff always seem totally unaware of the fact that the process of seling on Amazon is not user friendly. The listing/catalogue system is a bit of a nightmare. I assume that the whole metrics system is probably just as unstable. Hopefully work in progress but harsh whilst its going on. A simple system of escalation would help....like an account manager? revolutionary idea??? That can actually do something other than ask the same team who fudged it in the first place to help? Step in the right direction though - if your metrics are generally good the assumption should be you are worth keeping and generally are doing things correctly. Might make us less open to underhand tactics by other sellers as well.
Seller_KM2No8jybV32S
Well I have my first interaction with this. I have been accused of selling counterfeit items. This has placed my account in critical and will be deactivated within 72 hours if there is no resolution.
The phone contact that Amazon have provided actually advised me to accept the violation and admit they were counterfeit.
I have invoices for wholesale purchases of the item in question that I am certainly willing to provide but because it has been escalated to critical invoices will not be accepted and my options are either to get permission from the rights owner to sell the item (which is bizarre as if the item is counterfeit how would that change the nature of the accusation) or to admit to selling counterfeit goods.
I asked for proof as to the accusation (ie test buy) and have been told I am not allowed to have access to this proof.
So my position is that I am willing to fully engage and co-operated. I can provide invoices for purchase and the goods are physically at FBA if an inspection to establish authenticity is required then they are with Amazon and I have no possibility to interfere with them.
As per their statement "You're enrolled! With Account Health Assurance, we won’t deactivate your selling account as long as you work with us to resolve any issues."
This is not true, I am working with Amazon from this end to resolve the issue, they have not given me an option of providing proof of authenticity and unilaterally are asserting that I must either gain permission to sell goods that they are claiming to be counterfeit or by admitting to selling counterfeit goods.
Hold the goods pending inspection, fine, suspend my involvement in the ASIN until the issue is resolve, fine, but to not allow me to be presented with the evidence of the accusation or to be allowed to present my evidence of ownership and supply chain is not "working with us to resolve any issues" its asking me to admit to a violation (and crime actually) that I have not committed and have what I consider to be compelling evidence to back my claim up and they will not provide whatever evidence they have to back up their accusation.
Very very bad practice from Amazon, also anti competitive as if they are shutting down competition on false accusation from the rights owner without opportunity to defend ones case then that could easily be seen as anti competitive practice in order to extinguish competition and create artificially inflated prices for the consumer.
Seller_KM2No8jybV32S
Well I have my first interaction with this. I have been accused of selling counterfeit items. This has placed my account in critical and will be deactivated within 72 hours if there is no resolution.
The phone contact that Amazon have provided actually advised me to accept the violation and admit they were counterfeit.
I have invoices for wholesale purchases of the item in question that I am certainly willing to provide but because it has been escalated to critical invoices will not be accepted and my options are either to get permission from the rights owner to sell the item (which is bizarre as if the item is counterfeit how would that change the nature of the accusation) or to admit to selling counterfeit goods.
I asked for proof as to the accusation (ie test buy) and have been told I am not allowed to have access to this proof.
So my position is that I am willing to fully engage and co-operated. I can provide invoices for purchase and the goods are physically at FBA if an inspection to establish authenticity is required then they are with Amazon and I have no possibility to interfere with them.
As per their statement "You're enrolled! With Account Health Assurance, we won’t deactivate your selling account as long as you work with us to resolve any issues."
This is not true, I am working with Amazon from this end to resolve the issue, they have not given me an option of providing proof of authenticity and unilaterally are asserting that I must either gain permission to sell goods that they are claiming to be counterfeit or by admitting to selling counterfeit goods.
Hold the goods pending inspection, fine, suspend my involvement in the ASIN until the issue is resolve, fine, but to not allow me to be presented with the evidence of the accusation or to be allowed to present my evidence of ownership and supply chain is not "working with us to resolve any issues" its asking me to admit to a violation (and crime actually) that I have not committed and have what I consider to be compelling evidence to back my claim up and they will not provide whatever evidence they have to back up their accusation.
Very very bad practice from Amazon, also anti competitive as if they are shutting down competition on false accusation from the rights owner without opportunity to defend ones case then that could easily be seen as anti competitive practice in order to extinguish competition and create artificially inflated prices for the consumer.
Seller_7pTs15IYXmTOB
Sounds fair. Many thanks for this feature.
However, I have no clue where I must look this up. Where am I supposed to look for this please. Would you post a screenshot as to what this looks like please? Very sorry for being a dummy.
Seller_7pTs15IYXmTOB
Sounds fair. Many thanks for this feature.
However, I have no clue where I must look this up. Where am I supposed to look for this please. Would you post a screenshot as to what this looks like please? Very sorry for being a dummy.
