Account deactivated and tried everything possible to get it back no luck
My account got deactivated due to a buyer claiming the item he received inside mystery box not apple authentic airpods , while my listing doesn’t show any indication that he will receive apple product , so my account is deactivated and amazon is not accepting my invoices as its not apple product invoices , its just so confusing and looks impossible to solve , i have been rejected invoices due to the supplier not being verifiable so i was asked for supply chain from my supplier , my supplier is the manufacturer of the airpods and they are unbranded and the packaging is definitely not apple packaging , so not sure what to do now , i need help , i have tried to contact amazon using there contact help to reactivate by opening a case and every time i do so i get (
Amazon
Aug 13, 2022 11:44 AM
Hello,
This email address is not the correct channel to submit an appeal. Please follow the instructions below to resubmit your appeal to the correct channel.
If you are appealing an action taken on your account, please submit your appeal by clicking the “Reactivate your account” button in Account Health (https://sellercentral-europe.amazon.com/performance/dashboard). If you want to submit additional information, click on the “View appeal” button and submit additional information as requested.
If you are appealing an action taken on your listings for an intellectual property complaint:
- Navigate to “Received Intellectual Property Complaints” in the “Product Policy Compliance” section in Account Health (https://sellercentral-europe.amazon.com/performance/dashboard).
- Locate the deactivation record for the product listings you want to appeal.
- Click on the Appeal button next to the record to submit your appeal to reactivate your listings.
If you are appealing an action taken on your listings for an Amazon Listing Policy violation:
- Navigate to “Listing Policy Violations” in the “Product Policy Compliance” section in Account Health (https://sellercentral-europe.amazon.com/performance/dashboard).
- Locate the deactivation record for the product listings you want to appeal.
- Click on the Appeal button next to the record to submit your appeal to reactivate your listings.
If you want to submit additional information:
- Click on the “View appeal” button next to the deactivation record.
- Click the “Submit additional information” button to submit the information necessary to reactivate your listings.)
so they close the case straight away , please urgent help needed
30 replies
Seller_EHYOwAkoZV3Hb
Mystery boxes are not permitted to be sold on Amazon.
Seller_NoMNQDGnEW5Bx
I would imagine that you can’t do anything because amazon will want an invoice that matches the ASIN and you don’t have an invoice that says mystery box
Seller_ae51e0CJoHqCX
You have been the victim of not being cautious in how and what you trade on Amazon.
Mystery boxes are not allowed and some get away with it for a period of time until a complaint goes in. As soon as the complaint goes in, you’re investigated to see if there is any merit in the complaint from the customer and in this case there is merit and Amazon have quite rightly deactivated your account.
It is not just a question of how to appeal and would assume you follow to the letter what is being suggested but an appeal is usually only successful if you can prove the original complaint was wrong or you may feel you have been misguided by Amazon.
If Amazon deem what you have done is wrong and warrants a deactivation then there maybe no going back. If you have inadvertently broke the rules, doing a plan of action explaining why you inadvertently broke the rules and how you will not break the rules in future may be your only option. However if the option is not there then I guess this could be the end of the road.
Seller_H34EcwULiOZ70
The original claim is that customer complained that the item is not genuine apple product so it’s inauthentic claim where nothing on the advert ever mention or mislead the customer however I tried to explain to Amazon that , the whole case is not even valid , now I understand mystery box is something not allowed after getting this case but here is that there’s no other case to be investigated about as the whole deactivation reason that simply customer thinks he purchased apple products while it’s not . Anyway thanks for the help .
Seller_H34EcwULiOZ70
Thanks for your reply , I literally been selling on Amazon since three years sold all kind of items , mystery box something i just did lately sold few and that’s all , i will definitely not go back to that at any point , i just want my account back .
Seller_6sxtIS0RbZ5k7
Do you still have stock of the item that the customer received? I guess you could include as part of your appeal that you will list them correctly. Do they have an EAN? Is there an Amazon listing for them already (that might help as, obviously, you won’t be able to create one as your account is currently deactivated.)
The others are probably right and you are flogging a dead horse but I love a challenge(!) and, depending on the answers to the above, would be willing to have a crack at writing a POA for you.
Seller_6wN12aG7ZTNNh
my account is deactivated on 14 July after verification but till now then verification failed I have uploaded all documents but no amazon reply why? reply me
Seller_6sxtIS0RbZ5k7
Thank you for giving me the opportunity to appeal my account deactivation regarding a violation in relation to ASIN B0XXXXXXX.
ROOT CAUSE
- A customer complained that this wasn’t an authentic Apple product.
- The listing DID NOT state anywhere (either in the title, brand, description or keywords) that it was an Apple product.
- The listing was for a mystery box and the customer had merely HOPED that it might be an Apple product.
- The customer was disappointed that it wasn’t but had not been misled, nor was the product mis sold, in any way.
THIS HAPPENED BECAUSE
- I was unaware that Amazon do not allow the listing of mystery boxes.
- I should have listed against the correct listing, which is B0XXXXXXXX.
WHAT I HAVE DONE TO RECTIFY THE SITUATION
-
The customer, and all other customers of this ASIN, have been refunded.
-
I have permanently deleted the ASIN B0XXXXXXXX and will not re list it.
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I have read and understood the Amazon policy regarding prohibited items:
[add link here] -
I have read and understood the Amazon policy regarding listing against the correct ASIN:
[add link here]
WHAT I WILL DO TO ENSURE THIS NEVER HAPPENS AGAIN:
- I will only list this product against the correct ASIN, which is B0XXXXXXXX
- I have supplied a photograph of the packaging clearly showing the EAN to assure you that B0XXXXX is the correct listing.
- I have also attached the invoice from my supplier to prove that my stock of B0XXXXX is authentic.
- In future I will identify the correct ASIN to list against by searching via the EAN.
- I will not create any further listings for a mystery box.
I hope that you will take into consideration my previous 3 years of exemplary sales history and will feel confident to reactivate my account.
Seller_6sxtIS0RbZ5k7
I would suggest not sending it until tomorrow in case anyone else has anything else to add.
Seller_Qvd3h40mpqhkC
The trouble with all mystery box listings ive seen they create an expectation of what you will get from the product images, showing high value items and whilst you can argue that you have not created an expectation somehow you have… or the complaint would not have happened.
i had my account deactivated for selling my own product with exact descriptions and someone made a complaint that i was selling counterfeit items… which i wasnt. and it was only once my trade mark and everything come through that my account was finally re-opened took about 8 months. the biggest issue i had was once you have had the details rejected a couple of times amazon seem to block your further appeals. So this may be why you are not getting reply’s now?
