Requesting Escalation – Repeated Generic Rejections Despite Full Documentation (Authenticity Appeal)
Hi everyone,
I’m hoping someone from the Amazon team can look into my case or help escalate it.
My selling account was deactivated due to an authenticity concern for a single ASIN. I fully understand the policy and have taken every step required to resolve it. I have now submitted complete, clear and verifiable documentation, including:
A VAT invoice issued to my registered business
Proof of payment
Photographs of the product and packaging
A full written explanation addressing the supply chain
Despite this, my appeal keeps receiving the same generic rejection stating that I “have not provided sufficient information,” without identifying what is missing. I’ve provided everything Amazon typically requests, and more.
At this point, it feels like the documentation is not actually being reviewed, or the responses are automated. I am a compliant small business and this prolonged deactivation is causing significant harm.
Could someone from the Amazon team please:
Review my case manually,
Confirm which exact document (if any) is still required, or
Escalate it to a senior investigator who can provide a proper assessment?
I would really appreciate some clarity, as the repeated automated responses don’t give me any actionable guidance to fix the issue.
Thank you in advance.
@Roberto_Amazon @Spencer_Amazon @Julia_Amazon @Emma_Amazon @Ezra_Amazon
Requesting Escalation – Repeated Generic Rejections Despite Full Documentation (Authenticity Appeal)
Hi everyone,
I’m hoping someone from the Amazon team can look into my case or help escalate it.
My selling account was deactivated due to an authenticity concern for a single ASIN. I fully understand the policy and have taken every step required to resolve it. I have now submitted complete, clear and verifiable documentation, including:
A VAT invoice issued to my registered business
Proof of payment
Photographs of the product and packaging
A full written explanation addressing the supply chain
Despite this, my appeal keeps receiving the same generic rejection stating that I “have not provided sufficient information,” without identifying what is missing. I’ve provided everything Amazon typically requests, and more.
At this point, it feels like the documentation is not actually being reviewed, or the responses are automated. I am a compliant small business and this prolonged deactivation is causing significant harm.
Could someone from the Amazon team please:
Review my case manually,
Confirm which exact document (if any) is still required, or
Escalate it to a senior investigator who can provide a proper assessment?
I would really appreciate some clarity, as the repeated automated responses don’t give me any actionable guidance to fix the issue.
Thank you in advance.
@Roberto_Amazon @Spencer_Amazon @Julia_Amazon @Emma_Amazon @Ezra_Amazon
74 replies
Seller_Gt0uYQhC8FGRU
By the looks of things Amazon can not prove product authenticity by your original submitted documents, by any chance is this a Chinese or similar supplier?, I’m facing this same issue along with another issue however I have proven my product authenticity and Amazon have confirmed this with my UK wholesaler my issue is now my plan of action is not acceptable witch I’ve now amended and awaiting the outcome.
Seller_Gt0uYQhC8FGRU
so I’ve received a response from my current appeal and the results are Amazon still don’t have enough information to reactivate my account, absolutely ridiculous like because I have literally provided everything Amazon have asked for, can someone please look into this@Ezra_Amazon
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU hi did yiu get replt for mediation or normal appeal of you let me know am doing appeal everyday other day done abiut 56 appeal with same response
Seller_Gt0uYQhC8FGRU
I’ve heard nothing what so ever from the mediation and it truly is shocking like it’s quite obvious that humans do not even deal with the appeals because I just keep getting told the same things over and over again amd no doubt you do too and I’ve also literally provided Amazon with everything they require
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU mate I had no complain or ip complain my was very simple thing which only required plan of action i have wrote over 55 plan of action not left any stone unturned but still getting rejected ofcourse they crazy It been over 6 months now i send everything they ask for and this is only income i had and I been seller on amazon for 12 year and they agree that I have good record but ia still not working and now mediation it has been over 3 months since yesterday
Seller_Gt0uYQhC8FGRU
yeah this is the same as me mate I only have the plan of action issue, I had 1 ip issue “product authentication” I’ve now resolved in my favour but it turned out that had nothing to do with my account deactivation I’m simply deactivated for making unauthorised edits to my own listings and it requires a plan of action for account reinstating, my plan of action is 3 pages long and it also covers all issues Amazon have told me about, it’s honestly ridiculous and I feel worse for you giving your selling history and the time this is taking for you to resolve it’s crazy like
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU your still can say okay you got ip but I never ever got ip just i ask them to sort the brand name after 10 days they deactivated my account accuse me of misbranded listing when it was me who ask them to.sort the misbrand without that I got deactivated and my it over 4 pages I told then everyhting everytime I have rejection I call health team and make more e note even they saying you have everything cover but they still rejecting. These are people from India who are biscuits out of this but if mediation does not go through then I will take further action and recover all my losses as I was not bad I ask them for hp as the listi g had wrong brand name without sorting this even images were send to amazon as proof of brand name change by they deactivated me after 10 days
Seller_Gt0uYQhC8FGRU
wow I honestly have no hope now after all your points because I’m the same and I can see my issue taking just as long to sort and if that is the case then I’ll not even be bothering with selling on hear amymore as it is absolutely ridiculous like, I think they prolong things just so they can continue getting paid via storage fees and things
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRUhi mate just to update you i got reply from mediation after 3 month and 1 day i ahve no idea what does this mean and how long before i get reply from mediation i will keep you posted.
hello,
Thank you for submitting your mediation request. Your mediation case ID with Amazon is
We will review your submission and try to resolve it where possible. In the event we are unable to do so and your case is eligible for mediation, you will receive a unique code along with further details on how to get in touch with the Centre for Effective Dispute Resolution (CEDR). If you are not eligible, we will inform you through the same channels.
You cannot request mediation from CEDR without a valid code.
I already submitted a mediation request. Can I add additional information or documentation?
If you are providing additional information regarding your open mediation submission, select "Submit Additional Information" on the mediation applications page (https://sellercentral-europe.amazon.com/mediation/applications). Please include your mediation case ID referenced in this communication. We will not be able to accept your submission without a case ID.
For more details on Amazon’s mediation policy and the topics, please visit Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/G67ETGRC3ZJQBTVT).
Sincerely,
EU Mediation Team
Note: This email was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.
Seller_Gt0uYQhC8FGRU
oh god I’ve no idea haha, I’ll have a look at the policy again today but by the sound of things they are going to try resolve it with mediation and if not then The next steps will be escalation with CEDR but you will need some sort of code for that part, so I’m assuming your mediation is in progress and if that doesn’t resolve it then the next step is CEDR mediation so if I was you I’d just wait on further updates.
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU you will also get the same email as me let see what happen next
Seller_Gt0uYQhC8FGRU
yeah I assume so mate please keep me updated and I will too 👍
Seller_d8YGbIjNqwFxn
You do get some further information from calling Account Health from your account health page. They can see information on why your appeal was rejected
That said I followed their advice for a recent authenticity claim and I still got rejected telling me I had not provided sufficient information.
I gave up on appealing. I am just going to let it sit on my account for 6 months. I get the impression Amazon are not interested in resolving these.
Zyan_Amazon
Hello @Seller_H1mB28ANckpPr,
This is Zyan from Amazon, and I'm here to assist you.
Thank you for providing such detailed information about your account deactivation due to authenticity concerns. I understand your frustration with receiving generic rejection responses despite submitting comprehensive documentation, and I recognize the significant impact this is having on your business.
For authenticity-related deactivations, the documentation provided must specifically prove the authenticity of the products in question. While you've submitted various documents including VAT invoices, payment proof, and product photographs, the key requirement is documentation that definitively establishes the authentic nature of the products.
This typically requires either:
- Valid invoices from authorized distributors of the brand
- Direct authorization letter from the brand owner
- Documentation proving direct sourcing from the brand's official supply chain
For successful reinstatement, please ensure your appeal includes documentation that clearly demonstrates your authorization to sell these specific products.
Thank you for your commitment to maintaining proper documentation.
Best regards,
Zyan
Zyan_Amazon
Hello Carmella_s_beauty,
This is Zyan from Amazon, and I am here to assist you.
I understand you received a rejection response despite submitting the invoice from Boots covering all the units in question, along with a detailed explanation. I can see how frustrating this situation has been for you, especially during the months leading to Christmas, and I sincerely apologize for the stress and financial hardship this has caused you and your family. I hope everything is fine with you and your family during this difficult time.
I want to educate you on an important point. If you have submitted valid documents like invoices from authorized retailers such as Boots and your account is still not being reactivated, the issue may be with the specific brand you have listed on Amazon. I need to understand which ASIN is responsible for the account deactivation and what brand was used in that listing.
When there is a deactivation for authenticity issues, the team will try to verify how you are authorized to sell that specific brand. If the invoices alone are not sufficient to prove your authorization, you will need to provide authorization documents from the brand owner that prove you have permission to sell their products on Amazon.
I want to educate you that whenever there is a deactivation for authenticity issues, the team will check how you are authorized with the brand. If you can provide documentation proving that the brand you have listed and you are authorized to sell it, that will be good evidence for your appeal.
I hope this information helps you understand what additional documentation may be required. I am looking forward to your account being activated fast, and I wish you all the best during this challenging time.
Thank you for your patience and cooperation.
Regards,
Zyan
Jonathan_Amazon
Hello @Carmella_s_beauty,
This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
don't bother, I have already issued a LBA and I'll see you in court.
I understand this situation has been incredibly challenging for you and your business. While I recognize you've decided to pursue legal action, I want to ensure you have all the information available to help resolve this matter.
Based on the thread history, I can see you've been working to resolve an authenticity concern for your account. The key challenge with authenticity-related account reviews is that the documentation review process includes verification of supplier authorization to distribute the specific brand in question. This means the review team needs to independently verify that your supplier is part of the brand's authorized distribution chain through credible third-party sources.
When documentation is submitted, the review includes checking whether the supplier can be validated through brand websites listing authorized distributors or other verification methods. If the supplier cannot be verified through these channels, or if order details cannot be independently confirmed, the documentation may not meet the requirements even when it appears complete on the surface.
For your specific situation with the product, the documentation would need to demonstrate that your supplier is an authorized distributor of brand products. This could include invoices from suppliers listed on the brand owner's website as authorized distributors, or authorization letters directly from the brand owner.
If you choose to continue working toward account reactivation alongside your legal process, can you confirm whether your supplier appears on any official authorized distributor lists? Do you have any direct authorization documentation from the brand owner that proves your supplier's authorization to distribute your products?
https://sellercentral.amazon.co.uk/gp/help/201165970
https://sellercentral.amazon.co.uk/help/hub/reference/G202010130
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
