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
76 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
hello mate I have yes I suppose it’s just a waiting game, it’s really disappointing like.
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU when did you apply also are you sole trader or company as this is very important if sole trader without business registration proof it will be close let me when you apply did you get any email
Seller_Gt0uYQhC8FGRU
it was about 4-5 days ago and I’m still a sole trader and I’ve also not received any emails yet
Seller_sJUyozDeS1DKy
Oh no what did you send with your mediation
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU can you let me know what you send worh mediation as sole trader you have to send extra doxument first let me know what you send rhen I can tell you what you missing as this way your mediation is gonna get close as they need proof of business registration proof without this you will nit be able to get mediation help also keep eye for my messages I will also keep eye for your message today as well as I know how is feel I been stuck for 6 months now the replt time can be very long as soon as I get reply i will inform you
Seller_Gt0uYQhC8FGRU
Please elaborate further on the extra documents ?as it never asked for documents in regards to my business I am fully registered with HMRC as a sole trader and Amazon have already verified this 12 months ago so really I don’t need to provide any documentation on this, ’m not sure what extra documents I need to provide other than invoices that proves product legitimacy and also a plan of action regarding the unauthorised edits, both this cover both issues and I’ve already proven product legitimacy and the documentation I’ve submitted is all invoices 6-7 total covering the product in question and a fully detailed 3 page plan of action, and yes please let me know when you get a response as I’ll also let you know when I get 1.
Seller_sJUyozDeS1DKy
@Bilbobagins94 my first mediation took 5 weeks and 2 day this was apply on 2nd August and I got reply on 8th September they close the mediation said to me they could not verify business registration then I same day I send documents sa302 vat certificate bank statement mobile bill passport but remember one thing make sure th3 invoices are correct as this team will contact your supplier to found out from them that the inovices are really of they say no then they will rejected your mediation I don't knk2 if all seller be ask for this or was just me as since I send on 8th September am still waiting for reply.
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRUmy last time my account ogt verify few years ago so maybe that why it was close if they reject your mediation they do fast for that it get get rejected within 40 days after 40 day i think you will be okay as then it go to next step
Seller_Gt0uYQhC8FGRU
Oh I see I’m not vat registered yet so this would not matter to me and my invoice are correct and have already been authenticated and fully approved the reason my appeal is getting denied is because my plan of action wasn’t good enough but I’ve now amended it and made it better.
Seller_Gt0uYQhC8FGRU
now that I’ve applied for mediation will this now pause my current appeal ?? It’s just I’m due a response from it anytime.
Seller_sJUyozDeS1DKy
@Seller_Gt0uYQhC8FGRU your current appeal is different and that does not pause that and that is fine you can keep doing appeal they is no.problem at all as I done the same when I apply first time I did same.and still.doing appeal it does not effect in anyway I will keep you posted when I get reply from mediation of your appeal is accpet then yiur mediation will close automatically you will get message saying we close your case from mediation of you won the appeal
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
Jonathan_Amazon
Hello @Carmella_s_beauty,
This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
"Boots is a recognised authorised retailer for brands such as NYX (L'Oréal) and other mainstream cosmetic products sold openly to the public across the UK. I have already provided Amazon with: Boots invoices showing full supplier details, Proof of payment via bank transaction, Order confirmations, Written correspondence directly from Boots confirming the purchase."
I sincerely apologise for the delay in responding to your post. I appreciate your patience and I want to assure you that your concerns have been heard.
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
I can see that you have taken considerable steps to document your supply chain, and I genuinely appreciate the effort and time you have invested in gathering and providing this information. I understand how difficult this situation has been, particularly given the length of time this has been ongoing and the impact it has had on your business.
When an account is reviewed for authenticity concerns, the documentation review process goes beyond confirming that a purchase was made from a reputable retailer. The review includes an assessment of whether the supplier is part of the brand's authorised distribution chain for that specific product. This means that even when invoices are from a well-known and legitimate retailer, the review team will also look for evidence that the retailer is authorised by the brand owner to distribute those specific branded products.
For brands in the cosmetics category, this typically means providing one of the following: an authorisation letter issued directly by the brand owner confirming that you, or your supplier, are authorised to sell their products on Amazon, or documentation showing that your supplier appears on the brand owner's official list of authorised distributors.
I would encourage you to reach out directly to the brand owner or their UK distributor contact to request a letter of authorisation. If you are able to obtain this documentation, I would recommend providing it alongside your existing invoices and order confirmations through the response option available on your account.
Can you confirm whether you have had any direct communication with the brand owner or their UK representative? Additionally, do you have access to any documentation from the brand owner that confirms your supplier's authorisation to distribute their products?
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.
