Account deactivated
hello all can I possibly get some help with this please because this is damaging my business now, so I’ve had a counterfeit claim against 1 of my products and without warning I’ve been deactivated, I’ve provided all the necessary correct invoices and things multiple times now but no further forward can someone please help EDIT: so the product in question has now been verified and approved in my favour and as per amazons email I can continue to sell my produc/ASIN, however my account remains deactivated I really need help with this ASAP because the ASIN in question caused the account deactivation so surely if the product has been approved in my favour and ASIN reinstated then my account should be reinstated also, I request urgent help with this please @Sandy_Amazon @Larry_Amazon@Joey_Amazon@Abella_Amazon
Account deactivated
hello all can I possibly get some help with this please because this is damaging my business now, so I’ve had a counterfeit claim against 1 of my products and without warning I’ve been deactivated, I’ve provided all the necessary correct invoices and things multiple times now but no further forward can someone please help EDIT: so the product in question has now been verified and approved in my favour and as per amazons email I can continue to sell my produc/ASIN, however my account remains deactivated I really need help with this ASAP because the ASIN in question caused the account deactivation so surely if the product has been approved in my favour and ASIN reinstated then my account should be reinstated also, I request urgent help with this please @Sandy_Amazon @Larry_Amazon@Joey_Amazon@Abella_Amazon
63 replies
Zyan_Amazon
Hello @Seller_Gt0uYQhC8FGRU,
This is Zyan from Amazon, and I'm here to assist you.
hello all can I possibly get some help with this please because this is damaging my business now, so I’ve had a counterfeit claim against 1 of my products and without warning I’ve been deactivated, I’ve provided all the necessary correct invoices and things multiple times now but no further forward can someone please help EDIT: so the product in question has now been verified and approved in my favour and as per amazons email I can continue to sell my produc/ASIN, however my account remains deactivated I really need help with this ASAP because the ASIN in question caused the account deactivation so surely if the product has been approved in my favour and ASIN reinstated then my account should be reinstated also, I request urgent help with this please @Sandy_Amazon @Larry_Amazon@Joey_Amazon@Abella_Amazon
Thank you for bringing this urgent matter to our attention regarding your account deactivation. I understand your concern about the discrepancy between your ASIN being approved while your account remains deactivated, and I recognize how this is impacting your business.
To better assist you with your account reactivation, could you please share:
1. The latest Performance Notification you received regarding the appeal you submitted
2. The specific reason provided for the account deactivation in your Account Health dashboard
3. The date of your most recent appeal submission
This information will help me understand where you are in the appeal process and provide more targeted guidance for your next steps.
Please continue to monitor your Performance Notifications tab for any updates from our team regarding your appeal status.
Best regards,
Zyan
Seller_Gt0uYQhC8FGRU
hello mate no no update yet, how do I check that the mediation is under review ?
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU check with amazon health team for status
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU let me know mate what they say.
Seller_Gt0uYQhC8FGRU
it doesn’t even let me create a new case mate it just keeps loading and loading and I’ve tried multiple times since yesterday
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU try with another mobile or computer try desktop if you try that then try Mobile app also ask the mod here they also can tell you as well.
Seller_Gt0uYQhC8FGRU
I finally managed to send it, they responded telling me that I have to wait for them to review and to await a response and to not open anymore cases 😂 and mate the mods on hear don’t even respond look at how many I tagged and 1 mod responded and is in response every once or twice a month it’s just ridiculous, I’ll be completely honest with you I’m now not concerned about this as it has cost me well over 5k now for the stupidest issue “changing 1 word in a title” and then the mediation costs to come at a about £400 from what I’ve read and this stupid issue has put me right back to wear I started so I’m not even going to battle this for much longer
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU am still fighting this and will.do till I get where I am you do not pay for the cedr as before it goes they they sorted this out your issue is not big is minor and I know you might feel.is bug when is not but what can you say about this nothing they are billionaires they do not care third party sellers but we do not give up till we know we made mistake and once of our product have any issue
Seller_Gt0uYQhC8FGRU
oh I see I thought you had to pay for it and yes you are correct mate they do not care for us sellers especially in these situations as they make an absolute fortune through these issues and that’s a fact, I will keep putting my appeals in but I 100% am not spending another penny to resolve this as it’s literally already cost me over 5k and that is just ridiculous I will not put another penny into Amazon until my account is reactivated anyway I’ll keep you updated with any info
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU keep me posted my friend when did you send the mediation request as I forgot but I did say to you before as well keep following up every 5 days
Seller_Gt0uYQhC8FGRU
I will do and the end of November I think it was and I’m just been told to wait for a response from inquiring about and was told not to open another case
Zyan_Amazon
Hello,
This is Zyan from Amazon, and I am here to assist you.
Thank you for providing such detailed information about your account situation. I truly understand how frustrating and stressful this must be for you. You successfully won your counterfeit appeal on October 9, 2025 by providing valid invoices proving your products are legitimate, you explained the listing edit mistake with a genuine action plan, your account health is now perfect with a score of 269, you have zero warnings, and yet your account remains deactivated even though it's been well over the 72-hour timeframe you were given. I can see how confusing and concerning this situation is, especially when you've done everything correctly and resolved all the issues that led to the deactivation.
I want to sincerely apologize for the delay and the impact this is having on your business. You have clearly demonstrated your commitment to compliance and have taken all the right steps to address the concerns.
I want to educate you on what may be happening with your account. If the appeal has been successfully addressed and accepted, the account should be activated within 24-48 hours. However, since it's been over 72 hours since your appeal was accepted on October 9, 2025, there may be additional factors affecting the reactivation process.
First, I recommend you check your Account Health Rate (AHR). If your account was deactivated for intellectual property misuse claim and your Account Health Rate was impacted significantly and dropped below 100, you will need to make sure that your Account Health Rate is above 100 before the account can be reactivated. Even if the counterfeit appeal was won, if the AHR is still below 100, the appeal may not be considered fully addressed for reactivation purposes.
If your AHR is above 100 and not the issue, then the concern may be related to the brand you used in the listing. You may need to provide additional documentation proving your rights to use the intellectual property for that specific brand. This could include authorization letters or license documents from the brand owner granting you permission to list and sell their products.
Additionally, since you mentioned making an unauthorized edit to a listing, there may be a separate review process for that violation that needs to be completed before full account reactivation, even though you provided your action plan explaining it was a genuine learning mistake.
To help you further, I need to review the specific Performance Notifications you received. Could you please share:
- The Performance Notification from October 9, 2025 where you received confirmation that your appeal was accepted and you won the counterfeit claim
- The Performance Notification where you were told your account will be reinstated/appeal was accepted.
- Your current Account Health Rate score and whether it's above or below 100
Once I have this information, I can provide more specific guidance on what additional steps may be needed to expedite your account reactivation.
I understand how urgent this is for your business, and I want to help you get this resolved as quickly as possible. Please share the Performance Notifications so we can identify exactly what's blocking the reactivation and what needs to be done to move forward.
Thank you for your patience and cooperation during this difficult time.
Regards, Zyan
Zyan_Amazon
Hello,
This is Zyan from Amazon, and I am here to assist you.
I understand you successfully won your counterfeit appeal on October 9, 2025 by providing valid invoices proving your products are legitimate, and you explained the listing edit mistake with a genuine action plan. You are now receiving communication from Amazon requesting "evidence that the violation did not occur," and you are frustrated because you cannot provide evidence that the unauthorized listing edit violation did not occur when in fact it did occur.
I want to acknowledge your frustration. I completely understand your confusion about this request - it does seem like an impossible task to prove something didn't happen when it actually did happen.
I want to educate you on an important point. Amazon is not asking you to prove that the unauthorized listing edits never happened. What Amazon is actually asking for is evidence that the edits you made did not violate any policies, or that you had authorization to make those specific edits.
For the unauthorized listing edits violation, you need to provide evidence showing:
- You had authorization from the brand owner to make those specific edits to the listings
- The edits did not violate the brand owner's intellectual property rights
- You have corrected or reverted the unauthorized edits
If you did not have authorization to make the edits, then you need to submit an appeal explaining what corrective actions you have taken to fix the edits and how you will prevent future violations.
Please check your Performance Notification on the Account Health page to see exactly what documentation is being requested for the unauthorized listing edits violation. Then submit an appeal with either authorization documents from the brand owner proving you had permission to make those edits, or an explanation of how you have corrected the edits and what measures you have put in place to prevent future unauthorized edits.
Regards,
Zyan
Jonathan_Amazon
Hello @Bilbobagins94
"I was not authorised to make the edits so I can't provide even this evidence and you revert back to submitting an appeal, I have done this numerous times and I've also provided a fully detailed plan of action that outlines everything you say so I need further help with this please because my appeals are getting declined."
This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
First, I want to sincerely apologise for the delay in getting back to you. I understand how much time has passed and how important this is for your business, and I am sorry that you have had to wait this long for further guidance.
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
I can see how much effort you have put into trying to resolve this, and I genuinely appreciate your transparency in explaining your situation. Being in a position where you cannot provide documentation you simply did not have is an incredibly difficult place to be, and I want to make sure you have a clear path forward.
When it comes to the concern around the listing edits, I want to clarify something important: what is being reviewed is not whether the edits happened, but whether the content on the listing has since been corrected and whether steps have been taken to ensure this does not happen again. This means that even without authorization documents, there is a path available to you. That path involves demonstrating that the content in question has been removed or corrected from the listing, and providing a clear and specific explanation of what was changed and what you have put in place going forward to ensure your listings remain compliant.
A strong response in this situation would include a clear acknowledgment of what occurred, a specific description of the corrective action you took to address the listing content, and a concrete plan for how you will manage your listings going forward. The more specific and detailed this is — referencing the actual changes made to the listing — the stronger your response will be.
I would also encourage you to continue providing information through the available response path on your Account Health page, as that remains the primary channel for your case to be reviewed.
Could you let me know whether the listing content that was the subject of the concern has been corrected or removed? And when you provided your previous responses, did they include specific details about the changes made to the listing itself, or were they focused more on explaining the circumstances? This will help me point you in the right direction.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Regards,
Jonathan.
