I do not have a "Call back" button anymore
My account was suspended almost a year ago for Inauthentic items.
This was obviously reported by some competitor who just wanted to close down all competition, as these were very low value common items. Amazon has fallen for that, and now I am being punished.
I am a drop shipper, and have never sold any of these items. Amazon keeps asking me for invoices which I obviously cannot provide.
My appeals have been rejected for no apparent reason, and now I don’t have a “Call me” button anymore…
15 replies
Seller_7VbclcPFFRTnc
That in itself was likely to get you suspended anyway
Are you looking to remove held funds ?
Or restart on amazon not dropshipping ?
Seller_D59sukg3PflcJ
Hi @BaldEagleTrade
I’m Aksh from Amazon and I’m here to assist you.
From the post above, we understand that you have concerns related to the reactivation of your account.
For a more detailed understanding of the issue, we request you to kindly provide us the first and the last snapshot/screenshot of the email received in your seller central performance notification about the issue in hand(account deactivation) and the marketplace you’re referring to, so that we can guide you better.
Kindly feel free to post on the same thread for any further assistance.
Regards,
Aksh.
Seller_X4GcrOqnUYf8b
Hi Aksh.
Thank you for your response and willingness to help.
This started in my FR market, but subsequently all my European markets have also been suspended.
Here is letter #1:
Blockquote Bonjour,
Votre compte vendeur Amazon a été temporairement désactivé et vos offres ont été retirées. Les fonds ne vous seront pas transférés et resteront sur votre compte pendant que nous travaillerons avec vous pour résoudre le(s) problème(s) suivant(s).
Pourquoi cela s’est-il produit ?
Conformément à la section 3 du contrat Amazon Business Solutions, votre compte a été désactivé parce que vous proposez des articles qui peuvent être non authentiques. Vous trouverez une liste de ces articles à la fin de cet e-mail.
Afin de garantir aux clients une expérience d’achat en toute confiance sur Amazon, nous demandons régulièrement des documents supplémentaires aux vendeurs pour vérifier leurs informations de compte et confirmer l’authenticité de certains articles.
La vente de produits contrefaits est strictement interdite sur Amazon. Pour en savoir plus sur les politiques d’Amazon concernant la vente d’articles contrefaits, rendez-vous sur la page d’aide de Seller Central :
- Politique anti-contrefaçon d’Amazon (http://sellercentral.amazon.fr/gp/help/201165970)
- Modalités et contrats (http://sellercentral.amazon.fr/gp/help/521)
- Contrat Amazon Services Business Solutions (http://sellercentral.amazon.fr/gp/help/1791)
Comment puis-je réactiver mon compte ?
Pour réactiver votre compte vendeur, envoyez-nous les informations suivantes pour les ASIN énumérés à la fin de cet e-mail :
- Copies des factures, reçus, contrats, bons de livraison ou lettres d’autorisation émis par votre fournisseur dans les 365 derniers jours. La quantité d’articles indiquée doit correspondre à celle de votre stock.
- Si vous n’êtes pas le propriétaire de la marque, fournissez une lettre d’autorisation et l’ensemble des documents, y compris les lettres d’autorisation, prouvant la validité de votre chaîne d’approvisionnement.
- Si vous êtes le propriétaire de la marque, fournissez une copie du certificat d’enregistrement de la marque, ainsi que de la licence commerciale ou d’une carte nationale d’identité.
- Coordonnées de votre fournisseur (nom, numéro de téléphone, adresse postale, adresse e-mail et site Web).
Les formats de fichiers acceptés sont les suivants : .pdf, .jpg, .png et .gif. Ces documents doivent être authentiques et non modifiés. Nous sommes susceptibles d’appeler votre fournisseur afin de vérifier les documents. Nous préserverons la confidentialité des coordonnées de votre fournisseur.
Vous avez le droit de masquer les informations de tarification, mais vous devez vous assurer de la bonne visibilité du reste du document. Pour faciliter l’examen de vos articles, mettez en surbrillance ou entourez les ASIN faisant l’objet d’un examen.
Comment envoyer les informations requises ?
Envoyez-nous un e-mail de confirmation en cliquant sur le bouton Réclamer en regard de ce message sur la page Notifications sur la performance de Seller Central (http://sellercentral.amazon.fr/performance/dashboard?ref=ah_em_pq).
Que se passe-t-il si je n’envoie pas les informations requises ?
Si nous ne recevons pas les informations requises dans un délai de 17 jours, ou suite à deux réclamations infructueuses (selon la première échéance), votre compte sera définitivement désactivé. Si vous ne contestez pas cette décision, des fonds pourront être retenus.
Vous pouvez également vérifier vos informations sur le solde et le versement dans la section Paiements de Seller Central. Pour toute question relative à ces fonds, contactez-nous par e-mail à l’adresse payments-funds@amazon.fr.
Nous sommes là pour vous aider
Pour obtenir de l’aide sur la création de votre plan, consultez l’aide sur Seller Central (http://sellercentral.amazon.fr/gp/help/200370560).
Vous pouvez consulter les performances de votre compte sur la page (http://sellercentral.amazon.fr/performance/dashboard?ref=ah_em_pq) ou sélectionnez Santé du compte sur l’écran d’accueil de l’application Amazon Vendeur sur votre appareil iOS (https://itunes.apple.com/FR/app/amazon-Seller/id794141485) ou Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=fr_FR)… Le tableau de bord de santé du compte compare les performances de votre compte aux statistiques vendeur et aux politiques de vente à respecter pour vendre sur Amazon.
Last email:
Blockquote Hello BaldEagleTrade, We received your submission but do not have enough information to reactivate your account. Why did this happen? You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods. What happens now? Your account will remain deactivated. If you do not provide a valid appeal, or choose not to appeal the deactivation, after 90 days following this notification, you may separately request a funds disbursement by contacting disbursement-appeals@amazon.fr in accordance with the Funds Withholding Policy. How do I appeal this decision? If you have additional documents or information that you have not yet provided, you can submit your appeal by following the instructions on the “Account Health” page in Seller Central: https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq Review our past communications with you that specify the information required to appeal this decision. Has your account been deactivated in error? If you believe the complaints about the authenticity of your items are unjustified or received in error, you can explain how you identified this issue by following the instructions on the “Account Health” page in Seller Central and we will investigate your concern: https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq 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-europe.amazon.com/performance/dashboard?ref=ah_em_pq On iOS: https://itunes.apple.com/fr/app/amazon-seller/id794141485?mt=8 On Android: https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=fr_FR The “Account Health” section shows how well your account is performing against the performance metrics and policies required to sell on Amazon. ASIN: B084NZ2GBZ,B084V7P6PF,B085BRL3Q4
Sincerely, Seller Performance Team https://www.amazon.fr
Abella_AMZ
Hello @BaldEagleTrade,
My name is Abella. I comprehend that your query pertains to the “Account re-activation”
Thanks for sharing Performance notification. In order to ensure that customers can shop with confidence on Amazon, Amazon routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items.
Request you to review the policy Amazon Anti-Counterfeiting Policy to understand the violation.
Thank you @The_Little_Shop for the inputs.
If you are unable to provide invoices, please provide a detailed plan of action.
To reactivate your Account, you need to submit a comprehensive Plan of Action to the Seller Performance Team. Click on “Submit Appeal” and ensure that your plan covers the following three aspects while acknowledging the violations:
Root Cause analysis/Identification:
- Please provide an explanation as to why you cannot provide invoices or receipts for the specific ASINs listed
- “What led to the violation? What knowledge gap have you observed?”
Corrective Actions:
- “The actions you have taken to resolve the issue”.
Preventative Steps:
-
“What proactive steps will you take to ensure items are sourced from reliable suppliers?”
-
“What proactive steps will you take to ensure you are listing items in accordance to the Condition Guidelines?”
“What proactive steps will you take to select your suppliers? Will you engage in a vetting process to ensure your distributors provide legitimate products? How will you verify and obtain documentation from your supplier to ensure they are genuine distributors?”
Please create a case to reach out to Account Health team by clicking on “Help” > Your account has been suspended > Account Health > Reactivate your account > Get help with my appeal from Account Health Support > Select Issue.
In case you require additional assistance, feel free to post your query here, and either we or any of the Sellers on the forum will be happy to assist you.
Regards,
Abella.
Seller_X4GcrOqnUYf8b
Hi Abella. Thank you for the response.
You have, however, failed to address the issues.
- I have been submitting extremely comprehensive appeals. They get auto-rejected without anyone reading them. Now I do not have a Call me button to find out why.
The only response I ever get from here is: “This email address is not the correct channel to submit an appeal”
Regards
Danie
Abella_AMZ
Hello @BaldEagleTrade,
My name is Abella. I comprehend that your query pertains to the “Account re-activation”.
Unfortunately, I must inform you that there is no alternative method available for submitting an appeal for review.
Since you are no longer a Professional seller, your access to additional resources such as “Call me now” button has been revoked.
Thank you @The_Little_Shop for the inputs.
As previously stated, I would kindly request that you consider the above mentioned steps and submit a detailed plan of action from “Submit new information” on Account Health Dashboard.
If you require additional assistance, feel free to post your query here, and either we or any of the Sellers on the forum will be happy to assist you.
Regards,
Abella.
Seller_pKdF0dnvoraDu
Hello @BaldEagleTrade,
Virgil here to assist.
Firstly, in order to assist you better, we would request you to kindly post a copy of your appeal, without sharing any personally identifiable information or confidential documents.
Also as rightfully explained by @The_Little_Shop, drop-shipping is allowed only if you adhere to the rules stated below:
- Be the seller of record of your products
- Identify yourself as the seller of your products on all packing slips, invoices, and external packaging
- Be responsible for accepting and processing customer returns of your products
For more details please visit Drop Shipping Policy.
Secondly, we would like to confirm if you have switched to an individual selling plan anytime in the past?
If you aren’t a professional seller, then it is possible that you may not have a Call Me Now button on your Account Health Page.
For more details please check Account health support FAQs.
If you would like to access the Call Me Now button on the Account Health Page, then we recommend you to switch to a Professional selling plan.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Best Regards,
Virgil.
Seller_pKdF0dnvoraDu
Hello @BaldEagleTrade,
Virgil here to assist.
Thanks for providing the information. We’re here to help you with the appeals process.
As you’ve stated you do not have valid inventory invoices due to drop shipping, we recommend you to kindly submit the invoices for the fulfilled orders, as they might help you provide supporting evidence to the appeal.
Additionally we would ask you to submit the appeal via the “Submit Additional Information” button as we do not have an alternative channel to appeal.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Best Regards,
Virgil.
