Help please - Account deactivated on AMZ USA/CA/MX
Hi all, I need help I have been trying to get my .com account back for 2 years now. Below are the messages received over the period from this time. My appeal failed and my account deactivated in 2017, and they have finally I think given me another chance to appeal and submit a new POA. Please can someone assist me here.:
I have copied all the messages on Amazon below
The items in question are not for sale and have not been restocked as they were an end of line from a wholesaler who when I bought them told me they were licensed but when the crunch came could not find the license as the company had been closed down and reopened under another name following a company restructure.
June 9, 2017
Your Amazon.ca selling privileges have been removed
Sent from: pq-review@amazon.ca
Hello,
You currently may not sell on Amazon.ca because you are offering items that may infringe intellectual property rights or may be inauthentic. Examples of these items are at the end of this email.
Funds will not be transferred to you but will stay in your account while we work with you to address this issue.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.ca.
To sell on Amazon again, please send the following information to pq-review@amazon.ca:
– Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 90 days. The quantity of items shown should match your inventory.
– If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.
– If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.
– Contact information for your supplier, including name, phone number, address, email, and website.
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.
In addition, send us a plan with actions you took to resolve the issue and prevent similar complaints. Do not limit your plan to issues with specific orders.
We will review your information and decide if you may sell on Amazon again. If you do not send the required information within 17 days, we may not allow you to sell on Amazon. Failure to appeal this decision may result in us permanently withholding any payments to you and any FBA inventory of the items that caused “inauthentic” complaints may be destroyed at your expense.
Learn more about our policies in Seller Central Help:
–Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.ca/gp/help/201165970)
–Intellectual Property Violations (https://sellercentral.amazon.ca/gp/help/201361070)
–Policies and Agreements (https://sellercentral.amazon.ca/gp/help/521)
To talk to someone about this email, ask our Seller Support team to contact you (https://sellercentral.amazon.ca/hz/contact-us/performance).
Superman —B013SSDKFM B013SSDKC0 B013SSDKH0 etc.
Sincerely,
Seller Performance Team
Amazon.ca
http://www.amazon.ca
June 13, 2017
Your Amazon.ca Seller Account
Sent from: pq-review@amazon.ca
Hello,
You currently may not sell on Amazon.ca because you are offering items that may infringe intellectual property rights or may be inauthentic. Examples of these items are at the end of this email.
Funds will not be transferred to you but will stay in your account while we work with you to address this issue.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.ca.
To sell on Amazon again, please send the following information to pq-review@amazon.ca:
– Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 90 days. The quantity of items shown should match your inventory.
– If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.
– If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.
– Contact information for your supplier, including name, phone number, address, email, and website.
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.
In addition, send us a plan with actions you took to resolve the issue and prevent similar complaints. Do not limit your plan to issues with specific orders.
We will review your information and decide if you may sell on Amazon again. If you do not send the required information within 17 days, we may not allow you to sell on Amazon. Failure to appeal this decision may result in us permanently withholding any payments to you and any FBA inventory of the items that caused “inauthentic” complaints may be destroyed at your expense.
Learn more about our policies in Seller Central Help:
–Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.ca/gp/help/201165970)
–Intellectual Property Violations (https://sellercentral.amazon.ca/gp/help/201361070)
–Policies and Agreements (https://sellercentral.amazon.ca/gp/help/521)
To talk to someone about this email, ask our Seller Support team to contact you (https://sellercentral.amazon.ca/hz/contact-us/performance).
Superman —B013SSDKFM B013SSDKC0 B013SSDKH0 etc.
Sincerely,
Seller Performance Team
Amazon.ca
http://www.amazon.ca
Sent from: pq-review@amazon.ca
Hello,
We reviewed your account, and we have decided that you may no longer sell on Amazon.ca. Your listings have been removed from our site and we are withholding any funds available in your account. If you have FBA inventory of the items causing “inauthentic” complaints, they are currently ineligible for removal.
If you do not appeal this decision in 90 days, we will permanently withhold any payments to you, and any FBA inventory of the items that caused “inauthentic” complaints will be destroyed at your expense.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.ca.
If you want to appeal this decision, click the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.ca/gp/customer-experience/perf-notifications.html).
The sale of counterfeit products on Amazon is strictly prohibited. If you cannot provide valid invoices or receipts for the items that caused “inauthentic” complaints, funds will be withheld equivalent to the amount you earned from the sale of these items in the last 180 days. If the equivalent amount is greater than the total amount available in your account, then the total amount will be held.
Learn more about our policies in Seller Central Help:
–Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.ca/gp/help/201165970)
–Policies and Agreements (https://sellercentral.amazon.ca/gp/help/521)
Sincerely,
Seller Performance Team
Amazon.ca
http://www.amazon.ca
June 13, 2017
Your Amazon.ca selling privileges have been removed
Sent from: pq-review@amazon.ca
Hello,
We reviewed your account, and we have decided that you may no longer sell on Amazon.ca. Your listings have been removed from our site and we are withholding any funds available in your account. If you have FBA inventory of the items causing “inauthentic” complaints, they are currently ineligible for removal.
If you do not appeal this decision in 90 days, we will permanently withhold any payments to you, and any FBA inventory of the items that caused “inauthentic” complaints will be destroyed at your expense.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.ca.
If you want to appeal this decision, click the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.ca/gp/customer-experience/perf-notifications.html).
The sale of counterfeit products on Amazon is strictly prohibited. If you cannot provide valid invoices or receipts for the items that caused “inauthentic” complaints, funds will be withheld equivalent to the amount you earned from the sale of these items in the last 180 days. If the equivalent amount is greater than the total amount available in your account, then the total amount will be held.
Learn more about our policies in Seller Central Help:
–Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.ca/gp/help/201165970)
–Policies and Agreements (https://sellercentral.amazon.ca/gp/help/521)
Sincerely,
Seller Performance Team
Amazon.ca
http://www.amazon.ca
View appeal
June 14, 2017
Your Amazon.ca Inquiry
Sent from: pq-review@amazon.ca
Hello,
We reviewed your account and the information you provided, and we have decided that you may not sell on Amazon.ca.
Please ship any open orders. If you have funds in your account, they will be available after any amounts paid for A-to-z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.ca.
Sincerely,
Seller Performance Team
Amazon.ca
http://www.amazon.ca
June 15, 2017
Your Amazon.ca Inquiry
Sent from: pq-review@amazon.ca
Hello,
We reviewed your account and the information you provided, and we have decided that you may not sell on Amazon.ca.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.ca. We may not respond to further emails about this issue.
Sincerely,
Seller Performance Team
Amazon.ca
http://www.amazon.ca
May 30, 2019
Your Amazon Account
Sent from: seller-performance-policy@amazon.ca
We received your submission but do not have enough information to reactivate your account at this time.
Please send the following information:
-
Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: B013SSDKFM, B013SSDKC0, B013SSDKH0
–These documents should reflect your sales volume during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. We will maintain the confidentiality of your supplier contact information.
–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. -
An updated plan of action that explains:
– Greater detail on the root cause(s) that led to the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the complaints about the authenticity of your items.
– Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I send the required information?
Please submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.ca/gp/customer-experience/perf-notifications.html).
What happens if I do not send the requested information?
If we do not receive the requested information, your account may be deactivated.
We’re here to help
You can get help creating your plan in Seller Central Help (https://sellercentral.amazon.ca/gp/help/200370560).
You can view your account’s performance at (https://sellercentral.amazon.ca/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/ca/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_ca) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely,
Seller Performance Team
https://www.amazon.ca
I hope someone can assist me I have been trying to get them to talk to me for 2 years!
Thanks in advance
20 replies
Seller_EJIX7rqDNQJi2
Since you have been unsuccessfully appealing your suspension due to authenticity issues for almost 2 years already, I would advise you to delete your entire inventory and then appeal with a Plan of Action similar to this example.
But definitely don’t copy full sentences and talk about your specific situation:
Seller_hbcoCVkm9TIBK
Thank you , I will do this and then post for you to see before I submit - will that be ok?
Seller_hbcoCVkm9TIBK
Hi Kika, here is my POA so far, how does this look?
Dear Amazon Seller Performance Team
Thank you for allowing me the opportunity to appeal my Seller Account’s suspension following a possible intellectual property rights infringement.
I understand that Amazon takes the failure to comply with their requirements very seriously and I would like to share my Plan of Action in which I will explain what I have done to resolve the issue and what I will do to prevent this from happening again.
What went wrong:
- I purchased shirts from a wholesaler who were selling the shirts under the ScotlandClothing. com label. They called the shirt the Scotland Superman T- shirt and I asked if they were licensed but did not follow up to get proof of the license from them. The business was closed in early 2017. This was a naïve mistake on my part. A lesson I have now learnt not to repeat.
What I have done to fix the problem: - I have destroyed all the stocks of ASIN’S B013SSDKFM, B013SSDKC0, B013SSDKH0 – this was done in June 2017, and all listings deleted from Amazon.
- I have now deleted all my listings from my inventory on Amazon.
- I have read and reread all the Amazon policies relating to product authenticity and counterfeiting. Especially the ones concerning the best way to source inventory, to prevent this from happening again.
What I will do to prevent a similar complaint in the future:
- All inventory will be from reliable sources i.e. direct from manufacturers or from authorised distributors. This will allow me to submit the valid invoices to Amazon to meet the requirements.
- I will seek authorisation from Brand owners to be able to sell on Amazon.
- All items / units will be thoroughly inspected to prevent any defective goods being dispatched to customers which could cause a complaint.
- Before listings items for sale, I will check and perfectly match the listing to the Amazon product page and if there are any errors have them corrected.
- I will follow all Amazon policies and guidelines.
I believe these solutions are effectively addressing the problems noted by Seller Performance in my suspension notice.
Thank you for taking the time to review my appeal and I am looking forward to continuing selling on Amazon.
Yours Sincerely
Seller_n33KwLeg9XOvi
Amzn want to see your supplier invoices from last 365 days - but you say you’ve been suspended for 2 years ?
My guess is that you do not have supplier Invoices for these ASINS - since the suspension was 730 days ago (2 years) or more
