We received your submission but do not have enough information to reactivate your account.
Dear Amazon Support,
I hope this message finds you well. I am writing to seek assistance with reactivating my account. I have been trying to send the required invoice, but it is being rejected every time. Could you please guide me on the correct procedure or assist me in resolving this issue? Your help would be greatly appreciated.
Thank you for your time and support.
Best regards,
19 replies
Seller_LyYw7fQRKc5G7
Is it an invoice that says invoice on it or is it a receipt from a commercial website or store?
Emet_Amazon
Hello @Seller_uMfklYtnMxuHI,
Thank you for posting your concerns with your account and a request for invoices.
Online commercial websites do not generally provide invoices, they provide receipts
An invoice has specific information on it, including the word Invoice and payment terms. Amazon Seller University through seller central has information on what Amazon is looking for on an invoice. It may also be available through Amazon Help through seller central.
As mentioned by @Seller_LyYw7fQRKc5G7, these would be receipts. The major concern is not that we cannot accept receipts, its more along the lines of what the exact issues is, and if your receipts possess enough required information to confirm that the products are not only sourced appropriately but also authentic.
Here @Seller_LyYw7fQRKc5G7provided a seller university video on document requirements for when you apply to sell. I would also recommend checking out our specific invoice requirements on the responsible sourcing help page.
So that we are better appraised of the situation, I would recommend providing your "original" deactivation notice so that we can offer more direction on next steps, this notice typically includes the dispute or document requirements on them.
Prior to sourcing these products, did you verify with the brand that your supplier was authorized to distribute the product and brand? Do you have any communication from the brand or rights owner to verify the supplier?
Regarding the supply chain, I suggest reviewing our supply chain standard for more information on confirming supplier requirements.
I would ask that if you post any information, that you remove or hide personal details. This is a public space and any personal information will be removed.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_uMfklYtnMxuHI
@Mindy_Amazon @Atlas_Amazon @CR_Amazon @Troy_Amazon @Micah_Amazon @Stevie_Amazon@Emet_Amazon@LeviDylan_Amazon@Quincy_Amazon @CR_Amazon @Bryce_Amazon @Sandy_Amazon @Micah_Amazon @Yvett_Amzn @Jadore_Amazon @Michelle_Amazon @Cooper_Amazon
Emet_Amazon
Hello @Seller_uMfklYtnMxuHI,
Thank you for following up on your thread.
So we can offer guidance and support, we need to better understand your exact situation. As I had original requested, please provide your original deactivation notice. This will help myself and the community fully understand the reason for the deactivation and requested details.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_uMfklYtnMxuHI
@Emet_Amazon
Hello,
Your Amazon selling account has been deactivated. Your listings have been removed in accordance with section 3 of the Amazon Services Business Solutions Agreement. We leveraged a combination of automated means and expert human review to make this decision. 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.
Why is this happening?
We have taken this measure because we have concerns about the authenticity of the items listed at the end of this email. In order to ensure that customers can shop with confidence on Amazon, we request additional information from sellers to confirm the authenticity of certain products. The sale of counterfeit products on Amazon is strictly prohibited. Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect. Additional information regarding these policies can be found at the following Seller Central pages
-- "Amazon Anti-Counterfeiting Policy":
https://sellercentral.amazon.com/gp/help/201165970
-- "Policies and Agreements":
https://sellercentral.amazon.com/gp/help/521
-- "Amazon Services Business Solutions Agreement":
https://sellercentral.amazon.com/gp/help/1791
How do I reactivate my account?
To reactivate your account, go to your "Account Health" and click on "Reactivate My Account" to submit necessary information.
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_pq
What happens if I do not submit the required information?
If we do not receive the requested information your account will remain deactivated.
Any remaining FBA inventory of the items that caused "inauthentic" complaints will be destroyed at your expense, in accordance with the Business Solutions Agreement.
Has your account been deactivated in error?
If you believe the complaints about the authenticity of your items are unjustified or received in error, please explain how you identified this issue by following the steps in "How do I reactivate my account?" above and we will investigate your concern.
We're here to help
If you have questions about this policy or your account, contact us:
https://sellercentral.amazon.com/cu/contact-us
You can get help submitting your appeal in Seller Central Help:
https://sellercentral.amazon.com/gp/help/200370560
To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_pq
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-------------------------------------
ASIN: |B0CLFPDCVH|
Brand: |SKIN CEUTICALS |
-------------------------------------
Seller_uMfklYtnMxuHI
@Emet_Amazon
Hello,
We have deleted all the product feeds that were added through your Amazon selling account.
Why did this happen?
We arrived at this decision because your account is currently deactivated due to policy violations. This is a cautious step to ensure that our customers do not view potentially incorrect information on Amazon.
How do I reactivate my account?
Your Account Health dashboard (https://sellercentral.amazon.com/performance/dashboard) has a “Reactivate your account” button. Click that and submit the required information. You would have received this information with the deactivation email as well.
Will my product feeds become active if my account is reactivated?
Your product feeds and information submitted prior to deactivation will not be reactivated. You can add it again using Manage Inventory either one at a time or in bulk (https://sellercentral.amazon.com/gp/help/help-page.html?itemID=41&ref=ag_41_bred_200220550).
For a supporting course on how to list products, please visit Seller University (https://sellercentral.amazon.com/learn/course?courseId=4&ref_=su_breadcrumbs).
Emet_Amazon
Hello @Seller_uMfklYtnMxuHI,
Thank you for following up on your situation.
Why is this happening?
We have taken this measure because we have concerns about the authenticity of the items listed at the end of this email.
ASIN: |B0CLFPDCVH|
Brand: |SKIN CEUTICALS |
As your notification mentioned, there was a concern of authenticity with the "SKIN CEUTICALS" branded products.
Typically, these situations are not dependent on how long someone has been in business or operating their business like this.
Here @Seller_LyYw7fQRKc5G7provided a seller university video on document requirements for when you apply to sell. I would also recommend checking out our specific invoice requirements on the responsible sourcing help page.
So that we are better appraised of the situation, I would recommend providing your "original" deactivation notice so that we can offer more direction on next steps, this notice typically includes the dispute or document requirements on them.
Prior to sourcing these products, did you verify with the brand that your supplier was authorized to distribute the product and brand? Do you have any communication from the brand or rights owner to verify the supplier?
Regarding the supply chain, I suggest reviewing our supply chain standard for more information on confirming supplier requirements.
Prior to sourcing these products did you receive a letter of authorization or confirmation from the brand that your supplier is an authorized distributor? Did you conduct any other review to confirm what and where you were sourcing from? Does your supplier have any additional supporting evidence to show how they are sourcing to ensure the products meet our supply chain requirements?
Do the invoices reference the exact product and brand used on the ASIN? If the product and invoice does not match, they cannot be accepted, as a result the account may not be eligible for reactivation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_uMfklYtnMxuHI,
I appreciate you reaching back out.
A letter of authorization may be beneficial with concerns of authenticity, as it shows you were directly authorized by the brand to sell their products and use their brand.
There are requirements for these a letter of authorization, I seem to have not linked it in my prior post, so my apologies for missing that.
With your unique situation, If you have been notified with a concern of not being able to verify your supplier, you may be able to offer a letter of authorization issued to the supplier from the brand to help further verify the invoices we requested.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
