I'm not sure where to start nor did I think I would have to resort to the forums for help as the Account Health 'HELP' team has led me around in circles for over 2 MONTHS...
For context, we have a product that we have been selling for nearly 2 years with no issues and out of the blue one. yes ONE... Customer returned an order and claimed the packaging was different to what they were used to so therefore the product was inauthentic. However, the brand had quite simply updated their packaging which was later reflected on the updated listing images. So after selling hundreds of units to satisfied customers, it has taken just one customer to block us from selling this product.
Nevertheless knowing we only source genuine products from master distributors that we have been working with for years that also supply us with many other brands that we list, we thought there would be no issue with providing the invoices as normal to show the products are genuine and to resolve this matter with ease... How wrong we were.
Nearly 2 months later and after countless calls with the Account health team we still cannot sell this product. Time after time of receiving "We received your submission but do not have sufficient information to reactivate your listings" and after each time we receive this email we call the account health team and ask what the issue is and each time it seems we have to provide one more piece of documentation. Each time we have done this we thought it would finally be the end of this issue but each time the same thing happens.
- Appeal rejected,
- Call the team and ask the issue,
- Get told what we now need to provide to remove the violation, we provide the requested documentation and...
- "We received your submission but do not have sufficient information to reactivate your listings"
It is like each time we provide what we have been asked for they come up with something else. The amount of documents we have had to provide has just got ridiculous. I wouldn't be surprised if they requested a video of me using the product next... The list of documents we have provided is as follows:
- All invoices from the distributor
- Supply chain invoice between the distributor and the Brand.
- Certificate of Origin for the product
- LOA (Letter of authorization)
- Proof of all payments for the invoices
- Proof of delivery of all orders
- A policy violation statement
These documents were also submitted and Accepted by the inventory appeals team so they verified they were genuine yet the Account health team are refusing to lift the violation.
As a small business having our best-selling product taken down due to one customer complaint is very disheartening. Amazon can be a great platform to grow but when issues like this arise it shows the lack of control you can have over your business. I don't believe we are out of order for being as frustrated as we are. We have complied with everything asked of us throughout the whole process but right now, enough is enough. We want answers.
