My account deactivated because of authenticity and did not reactivated.

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Seller_5UtehlSfKQ8oV

My account deactivated because of authenticity and did not reactivated.

Hello,

My account has been deactivated on 26.09.2024 and I can't make it reactivated even if I share required documents.

I am waiting for one month and my business is not running in this precious Q4 period.

Waiting amazon team's help about this problem.

Thanks and Best Regards.

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26 replies
Tags:Deactivated
01
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26 replies
user profile
Roxy_Amazon

Hello TINOANDZILLI,

Thank you for your message here on the Forums!

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Seller_5UtehlSfKQ8oV
My account has been deactivated on 26.09.2024 and I can't make it reactivated even if I share required documents.
View post

Based on the answer I've received from the review team, they have found certain flags and as a result, Amazon needs to keep the account deactivated.

To address Amazon's concerns, we will need you to provide strong evidence demonstrating the authenticity of the product. This could include providing documentation from the manufacturer, detailed product photos, or other verification materials.

We understand this may be an inconvenience, but ensuring the integrity of products sold on Amazon is of the utmost importance.

Please note that the details of their analysis should remain confidential and I cannot share details.

I wish you all the best,

-Roxy

11
user profile
Roxy_Amazon

Hello @Seller_5UtehlSfKQ8oV,

Thank you for reaching out and sharing your concerns regarding your account suspension. I understand this situation is very frustrating for you. I appreciate you bringing your questions to our attention and I'm more than happy to clarify the situation for you.

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Seller_5UtehlSfKQ8oV
As well as I can't find any solid explanation about my suspension (in the replies to my appeals, cases, policies, forum, amazon seller help on "X" platform, etc.), I saw in one of my cases that I should be authorised by the brand in order to reactivate my account.
View post

I'd like to clarify that the explanation for your account deactivation was provided in the performance notification you received on September 26th. The notice stated:

"We have taken this action because we suspect that the listing of this product infringes on the intellectual property rights of third parties. The product detail page uses a protected trademark term belonging to another rights owner. We were unable to confirm that you have authorization to use this trademark on the product detail page. Unauthorized use of this trademark may cause confusion regarding the origin, sponsorship, or affiliation of the products."

The ASIN in question is B07VWN7CGM.

It's important to note that the registered trademark must appear on your invoice, not just in the product description. Additionally, the invoice must come directly from the brand or Amazon (not from another Amazon seller).

user profile
Seller_5UtehlSfKQ8oV
If the problem is lack of authorization, why am I being forced to submit authorisation letter in order to open my account even though I don't actually need to?
View post

I'm not entirely sure what you mean by "I don't actually need to," but I do want to emphasize that all sellers need authorization to sell content that contains intellectual property such as copyrights, trademarks, and patents. This is an important aspect of maintaining the integrity of our marketplace and protecting both sellers and customers.

To resolve this issue:

  1. Provide invoices from the brand or Amazon for the product in question.
  2. Submit an authorization letter from the rights owner, dated prior to the violation date.
  3. Dispute the violation, explaining why it occurred in error.

For more information about this subject please visit the page Intellectual Property Policy for Sellers.

Thank you for utilizing the Seller Forums to address your concerns. Please let me know if you need further clarification.

Best,

-Roxy

01
user profile
Seller_5UtehlSfKQ8oV

Dear Roxy,

Thank you for your time and reply.

Firstly, the reason of my account suspension is not below ASIN. This is just a suspected intellectual property violation.

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Roxy_Amazon
The ASIN in question is B07VWN7CGM.
View post

The reason of my account suspension is;

" We have taken this measure because we have concerns about the authenticity of the items listed at the end of this email.

ASIN: B0912HQ7PD

Title: ARMRA Colostrum™ Premium Powder, Grass Fed, Gut Health Bloating Immunity Skin & Hair, Contains 400+ Bioactive Nutrients, Potent Bioavailable, Keto, Gluten & Fat Free (Unflavored | 30 Servings) "

In the mail I received, It is not written that I should submit authorisation letter.

And I already submit amazon.com invoice which meets the requirements as well as several documents and explanations.

Could you please tell me a way that I could reach the responsible person about my account suspension?

How can I talk to them? Call me button is not available in my account's health page.

00
user profile
Roxy_Amazon

Hello @Seller_5UtehlSfKQ8oV,

Thank you for providing the ASIN. While there may have been some confusion in the information relayed to me by the team, I'd like to clarify that the process for reactivating an account that has been deactivated due to suspected intellectual property violations is the same:

  • Providing invoices from the brand or Amazon (not from another Amazon seller) for the product in question.
  • Submitting an authorization letter from the rights owner, dated prior to the violation date.
  • Disputing the violation, explaining why it occurred in error.

The full information is on the page Intellectual Property Policy for Sellers.

While direct contact with the specific responsible individual is not possible, if your account displays the 'Call Me Now' button, you can connect with our Account Health Support team for immediate assistance. They are well-equipped to address your concerns and provide guidance on account-related issues.

Best wishes,

-Roxy

01
user profile
Seller_5UtehlSfKQ8oV

Hello Roxy,

Thank you for reply.

I already provide invoice from the Brand's Store in Amazon.

Do you say this invoice is not valid for reactivating my account?

If so, why? Do you say that Brand's Store is selling inauthentic products? or Is Amazon not sure a brand's store is selling authentic products or not?

user profile
Roxy_Amazon

The full information is on the page Intellectual Property Policy for Sellers.

View post

I have read above policy several times. The closest option to my case is as below;

"What do I do if I have received multiple warnings of intellectual property infringement?

If you have received multiple warnings of intellectual property infringement and you believe you are selling authentic products, appeal via your Seller Central account with the following information:

A list of the allegedly infringing ASINs and at least one of the following:

Invoices proving the authenticity of your products; or

Order IDs demonstrating product authenticity; or

An authorization letter from the rights owner (that is not a forwarded email)"

It is not written that invoice should be from the brand or Amazon. It is just said Order IDs demonstrating product authenticity. And my order ID which is purchased from Brand's Store should be enough to prove the authenticity. If you think it is not, could you please tell me why?

and there is "or" between the items. So submitting one of them must be enough according to policy. And I did.

So, by considering all replies which I took from Amazon (your reply, case replies, etc.) I see that there is some grey area which we can't aggree and this is the reason that my account is being kept as suspended. (not the product I sold is inauthentic.)

Please take this into consideration that I am just trying to express myself clearly and to understand how to solve the issue. I don't want to be disrespectful.

Thanks again for your efforts.

Best Regards.

00
user profile
Roxy_Amazon

Hello @Seller_5UtehlSfKQ8oV,

We understand you may be frustrated with the account deactivation, but it's important to address the intellectual property violation claim against your account.

An invoice from another Amazon seller doesn't prove that you have an authorization to sell the items. Brands often have authorized distribution channels, and buying from another seller doesn't guarantee you're part of the brand's official distribution network.

To protect intellectual property rights, Amazon needs documentation that shows that you have the right to sell these products. An invoice from another seller doesn't provide this assurance.

Please be aware that Amazon may conduct its own research and directly contact your supplier and the brand in question. If they cannot confirm that you have the rights to sell these products, your documents will most likely be denied. This step is crucial in validating your authorization to sell these items.

Do you have a Letter of Authorization from the brand giving you permission to sell their products? If so, this could be helpful in resolving the intellectual property violation claim.

Please find the information about the Invoices Requirements on the page Responsible Sourcing documentation request requirements.

Best,

-Roxy

01
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Seller_5UtehlSfKQ8oV

Dear Roxy,

Firstly, I could not open the page in the below link. I don't know why but I see an error " There was an error displaying this topic." when I click the link.

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Roxy_Amazon
View post

I would like to some questions about this "authorization" issue:

Does an invoice from directly amazon prove that I have an authorization to sell the items? If it proves, how?

If I had purchased the product from the brand's website or physical store and I had an invoice from the brand itself, does this prove that I have an authorization to sell this item? if it proves, how?

If invoice from amazon or brand does prove that I have the right to sell the product, why an invoice from brand's store in amazon (not any seller but the brand's store and the only seller in amazon since february or before.) does not prove that I have the right to sell the item?

Apart from all these issues, my suspension is because of suspected product authentication, not authorization. So, an invoice from brand's store in amazon (the store is only seller in amazon since february or before.) should be very enough to prove that the item I sold is authentic.

Even if the reason of my account's suspension is about authorization, why did Amazon allow me to list or sell the item without authorization letter and then suspend my account? Why is dropshipping (sell first, buy later) allowed on Amazon by policies without asking brand's authorization letters?

I am sorry to ask so many questions and push like this but I am trying to learn the situation and how to reactivate my account which is very important for my life and business. Unfortunately, I don't have letter of authorization from the brand.

I really appreciate your time and effort. Best Regards.

Muhammed.

00
user profile
Roxy_Amazon

Dear @Seller_5UtehlSfKQ8oV,

Thank you for your questions about using an Amazon invoice to prove authorization and authenticity for reselling items. I'll address all your questions, clarifying the distinctions between authorization and authenticity, and providing insights into best practices for resellers. Let's dive into the details to give you a thorough understanding of this subject.

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Seller_5UtehlSfKQ8oV
Firstly, I could not open the page in the below link. I don't know why but I see an error " There was an error displaying this topic." when I click the link.
View post

Please try this one: Responsible Sourcing documentation request requirements

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Seller_5UtehlSfKQ8oV
Does an invoice from directly amazon prove that I have an authorization to sell the items? If it proves, how?
View post

An invoice from Amazon, while valuable, doesn't automatically grant you resale rights or fully prove authorization. Its primary function is to demonstrate that you purchased items legitimately from a reputable source, detailing the quantity, price, and date of purchase. This documentation can be instrumental in establishing product authenticity, as Amazon is an authorized retailer for numerous brands, and direct purchases from Amazon are generally considered genuine. The invoice provides a clear chain of custody, which can reassure potential buyers and marketplaces concerned about counterfeit or stolen goods.

However, authorization to resell is a separate matter entirely. Many brands and manufacturers have specific policies governing who can resell their products, and some items may be restricted due to licensing agreements, trademarks, or other legal considerations. To definitively prove authorization to sell, you typically need a reseller agreement, explicit permission from the brand or manufacturer, or documentation confirming your status as an authorized distributor. In some instances, specific certifications or licenses may also be required.

It's crucial to understand that Amazon's policies prohibit reselling items purchased through regular customer accounts without proper authorization, and doing so could potentially lead to legal issues. While an Amazon invoice can help demonstrate product authenticity and legitimate sourcing, thereby increasing customer confidence, it's essential to ensure you have the necessary permissions and authorizations for reselling.

To run a compliant and trustworthy reselling business, always obtain proper authorization from brands or manufacturers before reselling their products. Maintain thorough documentation of your authorization and sourcing, and familiarize yourself with the policies of the platforms where you plan to sell. By addressing both authenticity and authorization, you'll be better positioned to navigate the complexities of reselling and build a reputable business.

Remember, while proving authenticity is important and can be supported by an Amazon invoice, it doesn't eliminate the need for proper reselling authorization. Always ensure you're operating within the legal and policy frameworks of both the brands you're selling and Amazon.

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Seller_5UtehlSfKQ8oV
If I had purchased the product from the brand's website or physical store and I had an invoice from the brand itself, does this prove that I have an authorization to sell this item? if it proves, how?
View post

An invoice or receipt from a brand's official website or physical store certainly proves that you legally purchased and own the item. However, it's important to note that this doesn't necessarily grant you authorization to resell that item commercially. There are several factors to consider in this situation.

Some times a brand would allow you to resell most physical goods you've purchased from them without needing additional permission from the manufacturer. This applies to many everyday items and is often the basis for reselling products. However, some brands include terms of sale that prohibit or restrict reselling. It's crucial to check the fine print of your purchase agreement carefully. Many brands have specific authorized reseller programs and may take legal action against unauthorized resellers.

While a seller can usually resell an authentic item, using the brand's logos or marketing materials without permission could be considered trademark infringement.

In summary, always research the specific brand's policies and applicable laws before engaging in reselling activities.

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Seller_5UtehlSfKQ8oV
Even if the reason of my account's suspension is about authorization, why did Amazon allow me to list or sell the item without authorization letter and then suspend my account?
View post

Amazon's marketplace is vast, with millions of sellers and products. Initially, they operate on a trust-based system where sellers are expected to comply with policies without Amazon verifying every listing upfront. This allows for a dynamic marketplace but also means that non-compliant listings can appear temporarily.

Amazon uses a combination of automated systems and manual reviews to enforce their policies. When they detect or suspect a policy violation, they may take action, including account suspension, even if the listing was initially allowed. This retroactive enforcement is part of their strategy to maintain marketplace integrity.

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Seller_5UtehlSfKQ8oV
Why is dropshipping (sell first, buy later) allowed on Amazon by policies without asking brand's authorization letters?
View post

Amazon's policies do not allow sellers to list items they don't already possess. The "sell first, buy later" approach (often associated with certain dropshipping models) is not permitted on Amazon.

Amazon requires sellers to have the items in their inventory or immediate possession before listing them for sale. This policy is in place to ensure that sellers can fulfill orders promptly and accurately, maintaining a positive customer experience.

Amazon expects sellers to have already secured the necessary rights to sell the products they're listing. This means that before listing an item, a seller should:

  1. Have purchased the item either in their own inventory or in their supplier's inventory before listing them for sale.
  2. Ensure they have the right to resell that item
  3. Comply with all relevant laws and brand policies

The responsibility is indeed on the seller to ensure they're complying with all of Amazon's policies, as well as applicable laws and brand requirements. This includes having proper authorization to sell branded items if required by the brand or by law.

Amazon's system allows sellers to list items without immediate verification of authorization, but this doesn't exempt sellers from the responsibility of ensuring they have the right to sell those items. If questions about authorization arise later, Amazon may request proof or take action to enforce their policies.

Lastly, I'd like to kindly ask you to watch this important video to know how to Respond to a Product Quality and Authenticity performance notification.

I hope I could help you today and If you have any other question, we are always here for you.

Best,

-Roxy

10
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Seller_5UtehlSfKQ8oV

Dear Roxy;

Firstly thank you very much for your wide explanations. I really appreciate it so much.

I can understand and foresee all the situations, policies etc. which you wrote as an answer of my questions.

But the problem here is, I could not find a way to catch you in order to reactivate my account. When I ask or tell you something, you tell me further information and/or requirement.

For example, you have answered all of my questions but I could not see your comments to my below statement;

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Seller_5UtehlSfKQ8oV
Apart from all these issues, my suspension is because of suspected product authentication, not authorization. So, an invoice from brand's store in amazon (the store is only seller in amazon since february or before.) should be very enough to prove that the item I sold is authentic.
View post

This is my first and best option to reactivate my account. Why does invoice from brand's store (not any other seller) in Amazon not accepted?

Besides,

Please take a look again to our conversation as a summary.

In the begginning, You wrote below;

user profile
Roxy_Amazon
  • Providing invoices from the brand or Amazon (not from another Amazon seller) for the product in question.
  • View post

    then I asked below;

    user profile
    Seller_5UtehlSfKQ8oV

    I already provide invoice from the Brand's Store in Amazon.

    Do you say this invoice is not valid for reactivating my account?

    If so, why? Do you say that Brand's Store is selling inauthentic products? or Is Amazon not sure a brand's store is selling authentic products or not?

    View post

    then you turned the problem from authentication/invoice to authotization:

    user profile
    Roxy_Amazon
    An invoice from another Amazon seller doesn't prove that you have an authorization to sell the items. Brands often have authorized distribution channels, and buying from another seller doesn't guarantee you're part of the brand's official distribution network.
    View post

    I would like to emphasize again that in order to reactivate account which is deactivated because of authenticity, invoice is enough. (according to policies and links you sent) And I already have an invoice from Brand's Store in Amazon (which should be quite enough to provide a clear chain of custody, which can reassure potential buyers and marketplaces concerned about counterfeit or stolen goods.)

    Am I wrong? If so, why you don't accept the only seller since around 1 year (as I know) or more as selling authentic product?

    I read very carefully all you wrote and checked the links you sent. I did and will take these into consideration. But I am trying to find a way to reactivate my account.

    In my case, it seems that the below situation is valid (I could not see any statement against in performance notification) for my account and I am requested to submit an invoice and I did. (Amazon.com invoice and the seller is the only seller for around 1 year as I know and seller's name is brand's name)

    user profile
    Roxy_Amazon
    Some times a brand would allow you to resell most physical goods you've purchased from them without needing additional permission from the manufacturer. This applies to many everyday items and is often the basis for reselling products.
    View post

    Thanks and Best Regards.

    Muhammed.

    00
    user profile
    Roxy_Amazon

    Hello @Seller_5UtehlSfKQ8oV,

    I understand this is a difficult and frustrating situation for you and I want you to know that I genuinely tried my best to advocate on your behalf. I took the extra step of seeking additional internal support and speaking directly with the team responsible for these decisions. I had sincerely hoped for a more positive outcome.

    I want you to know that I took this additional step specifically to find an alternative solution beyond the invoice you originally provided. I was truly hopeful that by seeking out other options and speaking directly with the responsible team, we could find a way to resolve this situation in your favor.

    Unfortunately, after a thorough review of the invoice you submitted, the team has determined that it doesn't meet the necessary criteria for validation. As a result, they've made the decision not to reinstate your account.

    I realize this isn't what you wanted to hear, and I empathize with the stress and inconvenience this must be causing you but I don't have the authority to overturn this decision.

    I wish you all the best,

    -Roxy

    01
    user profile
    Seller_5UtehlSfKQ8oV

    Dear Roxy,

    First of all, I really appreciate your effort. Thank you very much.

    However, I really don't understand what the necessary criteria is that it does not meet and what I can do more to reactivate my account.

    With all my respect, Amazon is not clear enough about this invoice situation.

    I checked every policy and seller university about invoice requirement and I could quote related items from all of them one by one. I could really do this. But this may cause more complication about reaching to a solution for this issue.

    I just would like to emphasize that there is no rigid written criteria in policies, seller university, etc. as of my knowledge in order to refuse the invoice I sent. Sometimes, amazon may also accept the appeal just by submitting amazon.com order number for IP violations or authentication checks.

    If there is unwritten criteria, I don't have any chance to know this and I think that it is not fair that I am being responsible for a criteria which I can't know about it.

    I am 100% certain that I purchase authentic item (from brand's store in amazon.com) and I have strong evidences that I sent this item to my customer through my third party fulfillment center. I am 100% certain that I sold authentic item.

    I don't know why but the team think otherwise. then please, kindly please tell me the reason for not accepting my appeal. Just kindly please tell me what is necessary criteria I could not meet. So that I could try to meet the criteria or I could prepare POA in order to appeal and reactivate my account.

    Thanks and Best Regards.

    Muhammed.

    00
    user profile
    Roxy_Amazon

    I completely understand your point, @Seller_5UtehlSfKQ8oV. I wish I could discuss further details about the invoices rejections, but that information is not communicated to us as well.

    user profile
    Seller_5UtehlSfKQ8oV

    I am 100% certain that I purchase authentic item (from brand's store in amazon.com) and I have strong evidences that I sent this item to my customer through my third party fulfillment center. I am 100% certain that I sold authentic item.

    I don't know why but the team think otherwise. then please, kindly please tell me the reason for not accepting my appeal. Just kindly please tell me what is necessary criteria I could not meet. So that I could try to meet the criteria or I could prepare POA in order to appeal and reactivate my account.

    View post

    Another thing that I can think of is to reach out to the brand directly to request an authorization letter or certificate of authenticity. This document would provide official verification that the items you're selling are genuine and sourced from the brand itself. Would you be able to initiate this process with the brand?

    If you do pursue brand documentation, keep in mind that for it to be considered valid in addressing any potential IP violations, the document needs to be dated prior to the date of the violation. This timing is crucial for the document to carry weight in such situations.

    Also, it's important to note that Plans of Action (POA) are no longer an accepted path for resolving intellectual property violations.

    Best,

    -Roxy

    01
    user profile
    Seller_OrPJQjbO50BId

    Hello TINOANDZILLI, I have the same problem, could you find a solution?

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