Account Suspended over 3 months now, Amazon Keep Rejecting my Appeals, Please Help!
Good morning,
Please i really need help!!
My Amazon Seller Account got suspended over 3 months ago and everytime i submit an appeal it gets rejected and i don’t know what more information i can add to my appeal for my account to be reinstate.
I’m really worried that my account will get deactivate and i can’t recover it.
Please i need help from someone in Amazon, as i don’t have any information as why my appeals are been rejected.
This was my last appeal:
Dear Amazon Seller Performance Team,
I Hope you are well and keeping safe during these troubling times.
Thank you for giving me the opportunity to appeal to reinstate my account which have now been held for more than 90 days.
I understand that Amazon takes complaints and violations regards intellectual property violations and Listing Policy Violations very seriously, and I would like to share my plan of action to amend this. This plan will include what mistakes were made, what our company have done to amend these mistakes and what processes we have put in place to prevent it from happening again in the future.
Please see below our plan of action:
The root cause:
This happened because as a company when we first started to list products on Amazon, we were unfamiliar with the full extent of your policies, especially Intellectual Property Violations and Listing Policy Violations. As we have successfully been utilising other marketplaces and website sales through various forms of advertising, we were uneducated in respect to the way Amazon allows sellers to create branded areas for products. Erroneously we searched for products which one of our suppliers distributes to us and found a matching product within Amazon. We then moved forward with the introduction of the products to Amazon by way of clicking the sell this item button. I understand now that this was a huge oversight from ourselves and as an established company, we would never have purposefully listed products knowing this was against the Amazon Policies listed within this document.
Suspected Intellectual Property Violations:
Potential Intellectual Property Misuse ASINS: B082V1G33C and B08DXDSLC1 - After going and reading in Amazon Intellectual Property Policy (https://sellercentral-europe.amazon.com/gp/help/G201361070?ref=ss_ahd_pp_abp) We know this was a violation of Patent and have deleted the listings. This was undertaken as soon as we were notified of the complaint.
Received Intellectual Property Complaints:
Trademark: ASINS B08FY9BVNV, B07WFD2DCY, B086BYG8MM and B07JH7GLBJ - After reading Amazon Intellectual Property Policy (https://sellercentral-europe.amazon.com/gp/help/G201361070?ref=ss_ahd_pp_abp) We have understood why this was a trademark violation all list relating to these ASINS have been deleted and were deleted as soon as we were notified of the complaint.
Infringement: ASINS B07WT14W7Q, B07HVV9JJ4, B0747MTHRS and B074Z1BLJP - As in the other cases after reading Amazon Intellectual Property Policy (https://sellercentral-europe.amazon.com/gp/help/G201361070?ref=ss_ahd_pp_abp) All listings for the above ASINS have been deleted and were done so as soon as we received the complaints.
Design Right: ASIN B08B1FPGW8 - Also after reading Amazon Intellectual Property Policy (https://sellercentral-europe.amazon.com/gp/help/G201361070?ref=ss_ahd_pp_abp). I have deleted this product, along with plans to incorporate a process for our staff to ensure similar looking products to well known manufacturers will not be listed by our company.
Listing Policy Violations: ASIN B07GZ8HQZD - I have received a response to the appeal saying they have decided that I may sell the items on Amazon.com again and have reinstated the content but after reading (https://sellercentral-europe.amazon.com/gp/help/200390640?ref=ss_ahd_pp_list_pol) I have decided also to delete the listing, therefore no discrepancies will take place in the future.
Most of the product ASINS listed above did not make any sales and were listed for a short time only, until the complaint was received which they were then removed instantly from Amazon. There were circa 4 items in total which were sold by us which formed part the Intellectual Property Violations and Listing Policy Violations ASINS. I believe Amazon has previously refunded each customer the full amount of their purchases and have deducted this total from our account.
The supplier that we used for this items in particular is … (deleted)… We do use this particular supplier as a dropshipper. Therefore we can only provide invoices for the sales we have made which have been 6 or 7 as we have deleted the listings as soon as we had the complains.
I will include screen shoot invoices for Aulola for the items we have purchased from them. As mentioned before most of the product ASINS listed above did not make any sales and were listed for a short time only, until the complaint was received which they were then removed instantly from Amazon.
Actions We Have Taken:
We deleted all the ASINS and associated listings on the same day that the complains were received. This was to foresee the event of having any future problems, we also appealed to the cases stating that we have deleted them, and furthermore have no intentions of selling them again.
We have read carefully and understood the Amazon policies especially the ones regarding intellectual properties (https://sellercentral-europe.amazon.com/gp/help/G201361070) and (https://sellercentral-europe.amazon.com/gp/help/G201730840) to don’t have any other mistakes in the future when adding other products also i have read carefully the Product Detail Page Rules (https://sellercentral-europe.amazon.com/gp/help/200390640?ref=ss_ahd_pp_list_pol) and also i know now in the future i can check and Refer to the European IPR Helpdesk / EUIPO / WIPO / UK IPO websites for more information about copyright basics and FAQs from the link in the Amazon Intellectual Property Policy page (https://sellercentral-europe.amazon.com/gp/help/G201361070?ref=ss_ahd_pp_intel_prop) if needed.
This information has also been relayed to our buying department to educate them in the current Amazon Policies.
The Future of our company:
The steps we have taken to prevent future infringement or violating Amazon’s policies:
We have taken time to read very carefully and understand Amazon policies about intellectual property, trademark, copyright and the Product Detail Page Rules. We will ensure that all the suppliers and wholesalers where we buy our stock are legit businesses, by performing the relevant checks on the company before purchasing anything from them. We also test the quality of the products before selling them to offer the best experience to the customers. Now after reading all Amazon policies we understand what we can sell, how we can sell it and how Luluna Ltd can make sure full conformance is always made with the Amazon Policies.
Future Product Listings:
Since receiving the first complaints in August 2020 and realising the mistakes we had made as a company, we have moved forward with registering for a Trademark with the Intellectual Property Office in the United Kingdom. This trademark was applied for on 29/09/2020 which has since been approved for use of 22/01/21 (Trademark Certificate attached No. UK00003538399). In the time this has taken to be approved, we have been working closely with some manufacturers to quote for products which will bear the trademark. Provided Amazon reactivate our account, as a company we will move forward with only retailing our own products which bear our own branded trademark or products that do not infringe any violations.
Thank you for your time.
Please let me know if there is anything else, we need to provide to move forward with the account reopening.
Regards
Patricia Blanco
Please someone can help or give me some guidance in why my appeals keep getting rejected.
9 replies
Seller_2Sn8234RarduY
Having the same issue, account deactivated 5th November, countless plans sent, can’t even ring Seller Support now as the callback support is not available, copy and paste emails back from the Account Health team its truly an awful system and i have no idea when it will end. Amazon are holding £3000 of my money too so that really doesn’t help me either.
Wish i could help you but im in the same boat as you…
Seller_gOlDFgS5Li5Jc
it is far to long and rambling for a start cut the first few paragraphs out as totally unnecessary
up until you have root cause (so you could say please find my plan of action for the violation in question) then root cause
as for the rest of it try to condense it they are very busy and dont want to read war and peace
the we have provided screenshots from our dropship supplier needs to go (unnecessary waffle)
you have links to policies which is good
have another go condense the main facts maybe use bullet points where possible
post on here when you have finished it
Seller_LGcFRUwJdg45L
Hello @Luluna-uk,
From your post I have understood that your account was taken down for infringement issue and you need recommendation in writing an effective action plan.
To deal with these issue you have to appeal so that the complaints are removed and there are two ways of appealing on an infringement complaint.
1 - If you choose to request for a second chance by admitting mistake and taking corrective actions then share the action plan.
2 - If you choose to dispute the infringement then provide the documents as evidence to support their claim as erroneous. Documents can be invoice or Letter of Authorization.
As you are going for the 1st option and you have shared the action plan but there are some areas which needs to be reworked, sharing below the details:
Please share the link of the help page which you have went through to understand Amazon policies. Please share the details step by step how you will ensure Amazon that when you are buying products it will be from the authorized supplier.
This point is not giving enough information of how will you do your listing except the fact that you have got your own trade mark. Please share the process of how will you do the listing to avoid similar problems in the near future?
Rest the action plan is looking good only the preventive steps are not strong hence the action plan was rejected. So kindly do a little deep dive and utilized above recommendations to create and submit your appeal.
Good Luck,
Dhoni
Seller_XVKpQMh5Ecb02
We got same issues over and over , products is earpods cases , which are sold by hundreds of sellers .
This means this is automated by Apple
Weird thing is that only European Sellers and UK sellers are having these problem, Chinese sellers have more privileges it seems ?
If we want to sell a product , it must hae prove of package , unless its sold and dispatched in a month ,
we better rename Amazon to Ama-express
