Selling privileges have been removed - FBA STOCK
Hi Guys
Need help about my matter. Received following message from Amazon today .
" You may no longer sell on Amazon.co.uk because we received complaints about your items "
Unfortunately I bought one product from a french supplier who deals in liquidated stock and unable to provide detailed product invoice …EAN number etc and they are hard to communicate. The other product although was genuine but in plain packaging that caused customer think about genuine issue .
Although I had explained these to amazon to has provided this POA too they still insist same i.e requiring proper invoice etc .
My isue here is Amazon says
" If you have any FBA inventory of the items causing “inauthentic” complaints in Amazon European fulfillment centers, they are currently ineligible for removal."
However when I try to create removal orders for NON COMPLAINT PRODUCTS following message appear
" Error … We were unable to retrieve estimates for your request. You can retry getting estimates or place your order without them. "
Any idea why this message appearing and when I will be able to remove my non complaints stock ?
Kind Regards
294 replies
Seller_EJIX7rqDNQJi2
Please post the original suspension notice in full and all additional communication between you and Amazon regarding this matter, including any appeals in a chronological order.
From your post it sounds like you already submitted a POA and it was denied.
So is your entire account (FBA, FBM) still suspended? Because I can’t see any items in your store other than 1 currently unavailable Ralph Lauren top.
Suspensions due to authenticity issues usually mean that Amazon won’t release any funds to you and you won’t be able to create a removal order for your FBA stock until you manage to successfully appeal.
Seller_tKD9eKZgGelwa
Hi Guys
Thank you very much for you support. I have received from amazon in response to my appeal . I copy paste below
Notice - ( About inauthentic complaints )
Hello,
We still need more information about the items at the end of this email. Please reply to this email with copies of invoices or receipts that include the following:
– Supplier information (name, phone number, address, website)
– Buyer information (name, phone number, address, website)
– Item descriptions
– Item descriptions (for ease of our review, you may highlight or circle the ASIN(s) under review)
– Invoice date (must be issued in the last 365 days)
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 whether to reinstate your listings.
Have questions? We can help right away. Contact us (https://sellercentral-europe.amazon.com/hz/contact-us/performance).
NOTICE ( About my POA )
Hello,
Your plan does not sufficiently address the complaints we received about your listings. To be sufficient, your plan must include:
– The issue that caused the complaint
– Steps you have taken to resolve the complaint
– How you will prevent similar complaints
Here are a few things to consider as you work on resolving this:
–Sourcing – Are you sourcing the product from a trusted supplier?
–Listing – Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging - Is the product in its original packaging as listed on Amazon?
– Shipping – Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
Please review your communications from buyers to better understand the issues. Be as specific as possible in your plan. Do not limit your plan to issues with specific orders.
Get help creating your plan in Seller Central Help: (hhttps://sellercentral-europe.amazon.com/gp/help/200370560).
If you would like us to reinstate your account, please reply to this email with an updated plan. If it sufficiently addresses the complaints, we will reinstate your account.
MY POA which Amazon think is insufficient .
Dear Sir
Please find below our response .
Plan to address inauthentic complaints.
The issue that caused the complaint
In our opinion selection of sourcing one of our product Calvin Klein Boxers caused the inauthentic complaints. We totally understand sourcing of products through right channel is of prime importance. owever we failed to recognize the risk and in error bought from a supplier who deals in liquidated stock and do not provide detailed invoice . Although they are French company , prominent on website etc
etc . But this error cost us inauthentic complaint.
Another issue that raise this issue was branded packaging . Unfortunately on the product we sold was in plain packaging. Although the product was very much brand new with tag but packaging was damaged when that arrived from our supplier.
A plain packed order created doubt about authencity and customer returned product with this inauthentic label .
Steps you have taken to resolve the complaint
Actions taken
• Removed listing that we bought from liquidated supplier
• Removed all plain packaging listings.
• Insert more details in active listing so that buyers can take informed decision.
How you will prevent similar complaints
Future steps to prevent this type of issue
• We will make sure to buy products from reliable source. A source that not only sell authentic products but they fulfil all requirements of Amazon. For
• this reason we have gone through Amazon guidelines.
• We will make sure all products we sell through Amazon are well packed in brand packaging.
• We will make sure all our products (wherever possible) shows all features for both attract customer and also for buyers to take informed decision.
• We will make sure products are shipped in timely manner and through reliable courier and reach them on time .
LISTINGS REMOVED
ASIN: B00VM7E6GE
Please find below details of my supplier .
Their website link
https://texmark.fr/en/5-wholesaler-clothes-mark-men
Contact No : whats app no : 0699208485
One can see that they deal with liquidation stock and claim products are 100% genuine . e.g
page link
https://texmark.fr/fr/liquidation-lot-vetement-homme/8694-grossiste-en-ligne-ceinture-2018.html
INVOICE : Please find attached invoice as well as an email from my supplier for product arrived .
ASIN:B01HOG449U
Our apology but Invoice of this product has been lost. We try to search our data base but can
not find that.
Kind Regards
I am confused a bit If these are two cases . For product invoice I already have provided details which I hold . For POA notice clearly mention
" If it sufficiently addresses the complaints, we will reinstate your account."
So
1 - any help for a better POA ,
2 - any reference of a reliable professional who can do this for me ?
3 - Also what will happen if POA gets successful while invoice remains the same ?
Kind Regards
Seller_YSVJTvJFHSin4
By the way, @TOP_BRANDS_LONDON_L1, did you receive a phone call and enjoy the right to put your case before Amazon took this action?
Seller_k4H5v9VB5NnjF
It is illegal to post counterfeit goods. That is why Amazon won’t let you remove them from the warehouse and how they are getting away with their ‘disposal orders’.
But just because you can’t prove they are genuine products, doesn’t mean they are fake! I am sure that once they have legal possession of such goods Amazon will get them checked out and all the ones that turn out to be genuine will go into their stock.
Nice way to get free stock!
Seller_YSVJTvJFHSin4
In other words, I encourage the OP to see a lawyer and threaten a case (depending on the value of the stock, it might be possible under small claims, which can be lodged online).
Seller_UmiN1IyD9F9EV
One thing that annoys me in authenticity cases with FBA items. I personally had no complaints directly regarding a particalar ASIN but when asking for information on what specifically the nature of the complaint was,order numbers,date of order, etc etc you get zero response from Seller Performance.
I still find it unbelievable that they cannot/will not answer your specific questions on a specific level but keep sending you generic responses with the result you keep on going round and round in circles.
Then you are supposed to construct a POA based on pure conjecture as to whether you are addressing the specific complaint?
I recently had a review on one ASIN and sent the relevant purchase invoice with specific product code stating that the ASIN was located on the 7th line down from the top of the page with the corresponding product code. VERY VERY EASY to figure this out.
The invoice was rejected with the standard generic rejection message.
The next day i resent the same invoice but underlined the product that was affected. Two days later it was accepted.
Still no response to my queries on what the complaint was?
Eveything is designed to be at arms length with no personal communication. Eveyone is the same,no exceptions,this is the world of amazon SP.
Experience helps but as a seasoned seller it is till a complete nightmare when you get a suspension or ASIN review.
Seller_iwDZC5h1MCUbw
Maybe the OP has a few samples that did not get shipped to FBA, could they not approach the manufacturer and request an authenticity certificate ? If they can get this then am sure sending that along with whatever invoice he has from the supplier will help their cause with Amazon.
That would resolve the fake complaint BUT does not resolve the packaging issue, I guess the OP listed these as “brand new” when it should have been “used as new” a customer would expect it to arrive in the same condition as what you would buy from anywhere else if listed as “brand new”. The OP’s plan of action would have to include steps taken to ensure stock is not listed as “brand new” if they do not come in a “brand new” condition.
Seller_qHzcAWcsPVCfg
Do these Account Reinstatement Companies offer “No Win No Fee” deals or do sucker sellers have to pay through the nose in the vague hope they are reinstated?
just a random thought going through my head.
Seller_qHzcAWcsPVCfg
P.S.
next random thought is whether Amazon will see how much money can be made out of this and ‘licence’ businesses to offer the service so they can have their pound of flesh. They never normally miss a trick.
Seller_iwDZC5h1MCUbw
Amazon do sell suspended sellers stock iv’e bought a good few items from an Amazon account based at the London address for a knock down price which was half of distribution cost. When the stock arrived it had the sellers logo plastered all over the retail packaging. That seller was suspended off Amazon UK but still sells on Amazon Com his stock was FBA at the time. I don’t know the reason why the seller was suspended but the stock was high value IT equipment… crazy hey
