My Seller Account is deactivated due to “forged or manipulated” documentation. I NEED HELP PLEASE.
My account has been deactivated since February 2022 and the reason is suppling documentation to Amazon which appears to be forged or manipulated.
All started with one of my listing was removed in health and beauty category. Amazon asked me the invoice of the item from supplier. The supplier of the item is also an Amazon vendor; sells products to Amazon itself as a whole-seller. So I submitted the invoice to Amazon but there was a date error (two different dates) in the invoice which I did not notice as well. Because of this reason Amazon deactivated my seller account. Then, I contacted with supplier, explained what happened to my seller account, told them the date mistake in the invoice. They sent me the correct invoice and I submitted it to Amazon as part of my appeal with my Plan of Action (POA). Still, Amazon was saying that I did not provided sufficient information to reactivate your account. Then, I opened cases in seller support, spoke with seller support team numerous times. They suggested me to delete all my listings, find a new reliable supplier and source products from this supplier to sell items in different category. So I found a reliable, well known supplier which is a premier distributor of quality consumer brands for small kitchen appliances. I opened a trade account with them and bought products to sell in Amazon Home & Kitchen category. I submitted the invoice with the pictures of the items to Amazon with another Plan of Action but again Amazon was saying I did not provide sufficient information to reactivate your account. They do not give detailed information why they find the information is not sufficient. They just reply with standard email which they send to everyone in similar situation.
Then I tried again on 7 December 2023, using Amazon new appeal system as you do not submit POA (Plan of Action) anymore. I agreed the statements below with the new invoice of the new purchase from supplier and again my account was not activated. SAME STANDARD RESPONSE FROM AMAZON WHICH IS AMAZON DO NOT HAVE ENOUGH INFORMATION TO REACTIVATE MY SELLER ACCOUNT. I am very FRUSTRATED and DISAPPOINTED as Amazon does not say clearly what they need or what is missing to reactivate my account. I am really stuck at this point and I cannot progress further because I do not know what I can do next. Can someone please help me what I can do next to activate my seller account.
Thanks for your time and support.
Zak
4 replies
Seller_iBrSIJDZKlsXi
Being accused of forged or manipulated documents is one of most serious offences on Amazon.
By the look of things from your post, it seems like innocent explanation.
You will probably need to involve MEDIATION team from Amazon.
Good luck
Seller_yk3kzHpjMMa4B
Dear @Seller_ERxO8Sj32NcBX,
I’m Mary from Amazon, here to assist you.
From the post above, I understand that you need help with account reactivation.
I understand that your account has been deactivated due to complaints about the authenticity of the products you have been selling.
In order to reactivate your account, I advise you to adhere closely to the following guidelines when uploading your invoices.
Just so you know, Amazon takes "inauthentic" complaints seriously and manipulation of documents is a big no-no and serious offense.
To reactivate your selling account, you need to provide copies of invoices or receipts from your supplier for the ASIN/s in the question issued in the last 365 days.
These documents should clearly show your sales volume over the last year, and must include your supplier's business details, such as their business name, phone number, address, and website.
While you may remove pricing information, the remainder of the document must be legible. To facilitate our review process, you may highlight or circle the ASIN/s that are under review.
Please be aware that Amazon only accept .pdf, .jpg, .png, or .gif files, and the documents must be authentic and unaltered.
If you want to learn more about Amazon's policies on the sale of inauthentic items, you can refer to the following Seller Central help pages:
Amazon Anti-Counterfeiting Policy
Amazon Services Business Solutions Agreement
It is recommended that you present a highly detailed and robust appeal, broken down into three distinct parts:
1. Firstly, it is imperative that you acknowledge the issue at hand, eliminate any problematic offers, and provide a comprehensive explanation of the root cause behind the occurrence. It is imperative that any ambiguities be avoided in the interest of clarity. It is further recommended that you endeavor to comprehend the rationale behind any customer doubts, even if you hold the belief that the complaint is unfounded.
2. Secondly, it is advised that you delineate all the measures that have been undertaken thus far to redress the situation in a tangible and concrete manner. Additionally, it is paramount that you elucidate how you intend to ensure that all inventory remains compliant with established policies and protocols.
3. Lastly, it is suggested that you articulate preventive and proactive measures to obviate the possibility of future complaints. This includes a comprehensive review of your account for any similar issues, ensuring the reliability of suppliers, conducting regular spot-checks, and ensuring rigorous control of product detail pages and packaging.
In the event that you are unable to provide invoices, it is recommended that you present a compelling rationale for this and ensure that the appeal is robust and effective.
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary
