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Account deactivation due to product authenticity
My account was deactivated due to a Section 3 violation related to product authenticity; however, I have not committed any violations. I have provided all necessary invoices and supporting documents directly from the supplier.
When I contacted the Account Health team, I submitted product images, invoices with corresponding products, website screenshots, bank statements, and all other requested documents. Despite this, my appeal was repeatedly rejected. Additionally, when speaking with Account Health Support, I encountered conflicting information, with representatives contradicting each other and even blaming one another for providing misleading guidance.
Most recently, I received an email stating that Amazon’s internal team attempted to contact the supplier. However, after personally reaching out to the supplier, they confirmed that they were never contacted—neither by email nor by phone.
I have been trying to reactivate my account for the past five months, yet neither the Health team nor the Internal team has provided meaningful assistance. Instead, I continue to receive automated responses with no real resolution. At this point, I am unsure how to proceed.
I would appreciate any guidance on how to resolve this matter effectively. Please advise on the next steps.
7 replies
Seller_ZJhFeE3tNKzfh
when Amazon refer to product authenticity, often, they don’t actual mean you were selling fake goods, but they don’t see what you are supplying as enough proof that they aren’t.
So first question, is the supplier in question a high street or online retail store, or is it a manufacturer or wholesaler?
Seller_2gyoy4wWdkpXZ
Open a case with mediation. They are a bit slow at the moment. Are your documents matching your invoices? Amazon from your invoices must be able to verify the stock with your supplier. They are extremely strict and their verification process inconsistent in my experience At this stage your best bet is mediation and explain everything, case no's documents etc. Best of luck to get your accouint re-activated
Ash_AMZ
Hello @Seller_GeR6mhIDjLh06,
Ash here to help.
It has been understood, that you need help with reactivation of your account.
Did you submit any recent appeals to address the violations on your account?
To help you better, I will transfer your case to the right team for a second review.
Meanwhile, I would greatly appreciate your patience until the review gets completed.
If you have further questions, kindly keep up posted, Seller forums community and I are here to support.
Regards,
Ash.
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