Account deactivated impossible to get the correct support
Hello, I recently had my account deactivated due to me once selling an ASIN that has recently been flagged a counterfeit. To confirm my item wasn't counterfeit but others must have been selling dodgy items because it seems that a blanket ban has happened.
I've provided all the required evidence and spoke to the health team numerous times but they can't speak directly to the appeals team. Or so they tell me. I've just had a reply to my appeal which i'd spent ages putting together, I'd included invoices, covering letters, brand registry docs, trademark certs and from their reply they clearly haven't read a single thing. They actually replied saying that if I can't provide evidence then they won't reinstate the ASIN and if they get further complaints they may deactivate my account. It's already deactivated and I don't want the ASIN reinstated, I've explained several times that I removed it from my inventory months ago.
How on earth can I resolve this issue if it's not possible to speak to the correct people, and when you send evidence through they don't even take the time to read it.
3 replies
Abella_Amazon
Hello @Seller_ukgIw7ulfn8HY,
This is Abella from Amazon to assist you.
We greatly appreciate you reaching out with your inquiry. Rest assured, we are committed to putting forth our utmost efforts to assist you with your query.
I understand your concern about account deactivation.
In order to ensure that customers can shop with confidence on Amazon, we request additional information from sellers to confirm the authenticity of certain products. The sale of counterfeit products on Amazon is strictly prohibited. Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect.
Despite providing invoices, the appeal is still being rejected. One common reason for invoice rejection is providing incomplete or inaccurate information on the invoice.
Your appeal should include copies of invoices or receipts from your suppler issued in the last 365 days for the ASIN(s) previously requested. Please send the following information:
-- Supplier information (name, phone number, address, website)
-- Buyer information (name, phone number, address, website)
-- Item quantities
-- You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
You can only send .pdf, .jjg, .png, or .gif files. These documents must be authentic and unaltered.
If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.
Regards,
Abella.
