Account deactivated product authenticity help please
Hi, new to the Seller Forums and hopefully I can get some words of wisdom from more experienced sellers to get my account reactivated.
I have recently started re-selling on Amazon and sales have been going rather well. As a new seller I don’t have millions of pounds in the bank to buy stock so I have been listing items, and then purchasing as and when a sale is made. Drop-shipping in effect - buying, collecting and forwarding on as is allowed by Amazon policies.
Unfortunately I received a deactivation notification, and they have picked 3 ASIN’s which I have NOT sold, challenging the authenticity and/or authorization letter. They requested invoices which is impossible as I have had no sales for these 3 items. From what I could read there are some items which have limitations against them, which are not at all mentioned using the “Have one to sell” button located on the product page. Only by following the link at: https://sellercentral-europe.amazon.com/product-search?ref=xx_catadd_dnav_help can you actually see the limitations against each product. I have immediately withdrawn these 3 ASIN’s from sale and sent a couple of messages to Amazon explaining what happened and what I have done to rectify but yet they still want further information.
BOTH the ORIGINAL and latest notification is below and I’m really begging for someones assistance here which is incredibly frustrating, whilst my business stalls and Amazon hold onto the money.
ORIGINAL DEACTIVATION NOTIFICATION
Hello,
You currently may not sell on Amazon.co.uk because you are offering items that may infringe intellectual property rights or may be inauthentic. A list of these items is 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.co.uk.
To sell on Amazon again, please send the following information to pq-review-lvr@amazon.co.uk:
- 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. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.
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 no longer allow you to sell on Amazon. Failure to provide us with the information above may result in funds being withheld.
Learn more about our policies in Seller Central Help:
- Amazon Anti-Counterfeiting Policy (https://sellercentral-europe.amazon.com/gp/help/201165970)
- Intellectual Property Violations (https://sellercentral-europe.amazon.com/gp/help/201743940)
- Policies and Agreements (https://sellercentral-europe.amazon.com/gp/help/521)
To talk to someone about this email, ask our Seller Support team to contact you (https://sellercentral-europe.amazon.com/hz/contact-us/performance).
ASIN: B006WXBD1O
Brand: DEWALT
Title: Dewalt DCS331N-XJ XR Lithium-Ion Jigsaw, 18V, 9.53cm x 9.45cm x 6.06cm, Yellow/BlackASIN: B00XEU4MFC
Brand: Uvex
Title: Uvex X-Fit 37dB UnCorded Ear Plugs 50 PairsASIN: B0161ADGU8
Brand: Triton
Title: Triton TWX7RT001 - Router Table Module for TWX7 Workcentre 230VSincerely,
Seller Performance Team
Amazon PaymentsAmazon Payments Europe S.C.A., partnership limited by shares, is a company registered in Luxembourg, Registration Number B 153 265, with its corporate office at 5 Rue Plaetis, L-2338 Luxembourg. VAT Number LU 24448288. Amazon Payments Europe is authorised by the Commission de Surveillance du Secteur Financier as an Electronic Money Issuer (licence number 36/10).
Payments.amazon.co.uk and Amazon Payments are trading names of Amazon Payments Europe S.C.A.
I responded that I did not have any sales for those ASINs and so unable to provide the required invoices, and also removed the listings based around the authorization letter part. I responded by including a screenshot showing the reputable supplier that I get these 3 items for, stating I did not know authorization letters were required (the system allowed me to list), but that they had been removed from sale and I was reviewing the inventory. I also included an invoice of some items I DID SELL, to show the authenticity.
THE LATEST NOTIFICATION
Dear xxxxxxxxk/Buy UK Store
Your Amazon Seller account has been deactivated and your listings have been removed because you have not sent us acceptable information to address the concern(s) with your Amazon selling account. Please ship any open orders. Funds will not be transferred to you but will be held in your account while we work with you to address this issue.
Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. We previously emailed you to request additional information that we needed to verify the authenticity of your products, and we did not receive a sufficient response to reactivate your Amazon selling account.How do I send the required information?
Please submit the product authenticity information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notifications.html).What happens if I do not send the requested information?
If you do not provide a valid appeal, or choose not to appeal the deactivation, 90 days after receiving this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.co.uk.We will conduct a separate investigation to evaluate your account. We may withhold some or all of the funds in your account if we find that you have engaged in deceptive, fraudulent, or illegal activity; abused our systems; or repeatedly violated our policies that protect our customers and selling partners.
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.co.uk.
We’re here to help
You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560).
Sincerely,Seller Performance Team
https://www.amazon.co.uk
Additionally they are asking:
Upload documentsUpload documents requested in your Performance Notifications below. Documents: Copies of invoices or receipts from your supplier issued in the last 365 days.
Drag files here or select file.
Accepted file types: Image (jpeg, gif, tiff, png), Document (pdf, docx, txt), Spreadsheet (xlsx, csv), Email (eml). Max size per file is 10MB, max total size per submission is 10MB.
Check if your document meets each of the items below.
The issue date on the document is visible.
The product name of all ASINs are visible on the document(s).
The document(s) reflect your sales volume for at least the past 365 days.
The document(s) contain contact information for your supplier, including name, phone number, address, and website
It may seem self-explanatory to some people but I assume what they want (now I’ve had a few days to let it sink in) is:
- Should I include invoices for ALL ASIN’s I have sold in the last 365 days and NOT JUST the 3 they listed?
- A thorough plan of action listing what went wrong (already explained), how I have fixed it and how I will prevent it happening again? I’m thinking of listing the policy pages that I have consultuted?
Any assistance from anyone would be greatly received as I was enjoying the experience up until that point and I am an inexperienced seller but was enjoyong the experience. I’m 100% commited to providing a great service and growing my business which was doing well, and I only sell 100% genuine products from well know sellers. Selling inauthentic items is not something I would ever contemplate doing, and doesn’t sit well with my morales.
Thanks!
Chris
8 replies
Seller_BS5lg2keRs2QO
Quick answers:
1 - they are only interested in the 3 they asked about
2 - You can share that here for advice on whether a better version can be made.
Longer answer:
You’re right that some version of drop shipping is permitted. However, as you’ve now discovered Amazon can at any point ask to see invoices as proof that products are genuine. For a more established seller it’s less of an issue, but with the increased checks now for newer sellerss drop shipping is at best problematic.
More generally, Amazon expect a valid supply chain for all products listed as being new. A valid supply chain will not have another retailer in it other than you. So when i read your comments i assume that you’re buying from a retailer. Amazon will not accept receipts from other retailers, or even themselves, as proof of authenticity.
If your products were to be sourced from retailers, then your plan of action should be explaining that you didn’t know or understand what a valid supply chain was, how you have closed all listings for which you do not hold stock, then evidence of you now holding stock from an authorised supplier as part of a valid supply chain.
