Product Compliance - unable to resolve

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Seller_VYGJEt2UZqzGm

Product Compliance - unable to resolve

Hello,In Product Compliance we have two cases in 4 markets (where the same products) where there is a problem with parallel imports. Amazon wanted an invoice from our company and a letter of authorization from our supplier. We have delivered everything and despite this we are unable to close the case and Amazon blocked our account with financial means.I called support and they told me that they do not recognize the letter of authorization from our supplier, but I need it directly from the manufacturer in America. It is a huge corporation and it will not issue us such a confirmation.All repeated requests are automatically rejected within 2 minutes of upload (probably by a bot), without anyone from Amazon looking at it. Can you advise me of a contact where I can get in touch directly with the department that deals with Product Policy Compilance. or advise me how to proceed?We want to communicate with Amazon and solve the problem, but no one from support is trying to help us.Thanks for any advice

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Tags:Account Health, Deactivated, Seller Support
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Seller_C8XxwTXrjLw11

Where is your supplier located? Is the supplier the official brand owner?

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Seller_CNwbTzX9t6Pzf

Hi!

I have the same problem exactly as you!

I have ASINs that the manufacturer has reported to Amazon as infringing intellectual property. I have many other ASINs from the same manufacturer and no issues. I have also sold products with this ASIN before.

To get to the problem: Amazon requests a Letter of Authorization (LOA) from the manufacturer. It is written exactly as recommended on the Amazon website. I send it and Amazon constantly rejects it by always sending the same robotic response. Including, 1 of the LOA was already submitted on 24/02/2024 in another country and Amazon accepted it! Now, on 08/2024, it is rejected.

LOA is rejected automatically by Amazon Seller Central in 3 seconds. In this specific ASIN, I have the option to send a photographic proof that the listing is compliant with the policy on the application date (e.g. a product image, product label), but it is also rejected in 3 seconds.

Amazon seller central constantly and automatically rejects our Letter of Authorization, despite the colleagues from Amazon Account Health on 03/09/2024 checked our letter of authorization and confirmed that our LOA matches all Amazon criteria.

I have uploaded the letter of authorization and it is constantly rejected by your system in 3 seconds.

I have tried to upload other documents, like invoice, LOA and it happens the same: your system automatically rejects it.

It must be an Amazon technical error. It is a big problem and nobody in Account Health support cares or help... This a caos.

Can someone help ?

Why are all LOAs automatically rejected?

@Rachelle_Amazon, @Janina_Amazon, can you help?

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Oliver_Amazon

Hello @Seller_VYGJEt2UZqzGm

Thanks for your post. I'm Oliver and want to give some tips on how to solve parallel import complaints.

Parallel Import complaints occur when a Rights Owner (RO) submitted a complaint to Amazon stating that the Seller has imported the brands authentic products into a country without the permission of the RO. In some countries, ROs may use their Intellectual Property (IP) rights to prevent distribution into that country of genuine branded goods sourced outside of that country.

You have 4 ways to solve this:

Retraction

Dispute with invoices

Dispute with Letter of Authorization

Forgiveness Path

Retraction: You should reach out to the rights owner and ask them to submit a retraction for the notice. Appeals teams may only accept retractions that the rights owner submits to Amazon directly. We do not accept forwarded or attached retractions. ROs should submit retractions through: www.amazon.com/report/infringement/retract

Dispute:

• submit an explanation through the ‘Submit appeal’ button and include the following information:

-- A letter of authorization or licensing agreement from the manufacturer or Rights Owner. Check the requirements here: https://sellercentral.amazon.de/help/hub/reference/GUF78PCXAMHDY2A6

-- Invoice: this is only working if the supplier is in the same country or region of where you sell the product, e.g. in the European Union marketplaces invoices are only accepted if your supplier is in the EU too.

Forgiveness Path: if you do not intend to re-list the product and/or are unable to provide documentation you can delete the product (not only set to 0 stock) and after 5-10 minutes click the "submit appeal" button to see if you get the option to acknowledge the violation

If you repeatedly face the issue that your documents are rejected instantly, it might be that you already submitted too many times.

In that case, either open a ticket with seller support through "help" or contact Account Health support (left menu > performance > account health > call me now button)

I hope this helps you solve the issue.

Feel free to reach out again if you have further issues. The community and I are happy to help.

Regards,

Oliver

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