with official supplier invoice, account deactivation
Hello,
Amazon deactivated my account and asked from me invoices. That's fair. There are scammer out there. So, what i did is, as a 9 years amazon employee, I sent my invoices. But since i know my company is detail oriented, I added even more details to invoice. First, at the invoice I highlighted the ASIN with a marker. Additionally, I went to brand website and screenshot where it says "THIS SUPPLIER IS OUR OFFICIAL SUPPLIER". Yes, your guesses are correct. That's my supplier :) So, i added that screenshot too to my appeal. Additionally, I went to supplier and asked an email to confirm this product is original and they have agreement of distribution of the product with the brand. So they sent that email, I took a screenshot and added to my appeal. I put all the address, company name and phone number of my supplier to the appeal as well. What amazon did ? Yes, you guesses are correct again : They rejected and said nothing more then : " We have received your request, but we do not have enough information to reactivate your account.You did not provide us with enough information to resolve the issues with your account."
I mean what is enough, really ? Should i go my supplier and take a newspaper on my hand and take a picture while getting the products ? Really i am asking, what is enough ?
Thank you.
18 replies
Seller_ae51e0CJoHqCX
What did you actually get deactivated for?
You also stated as a 9 years Amazon employee? Are you an Amazon employee?
One thing is for sure if you get a deactivation notice, you would normally get a notice beforehand to say you will be deactivated for some sort of infringement and then have the opportunity to fight your corner.
It is much harder to get something reactivated as this has gone further than a warning?
In answer to your question what is enough? The answer is simple, you need to purely supply them with what they are requesting and hope that they can authenticate it. It doesn't boil down to amount of content, it boils down to accuracy and compliance.
Seller_Ori7IHP13kXbc
thank you first of all for your reply.
I did not receive a single beforehand about deactivation. they simply deactivated all of my 10 marketplaces i am selling, and said to me i need to provide invoices to proof the authenticity of my product. They asked an invoice within 365 days which covers my inventory/sales, together with supplier information, phone,address. I purely supply every single request they are asking by even going further with marking everything. And attaching even a supplier email. And attaching a brand website confirmation, where my supplier is pointed on the brand website as official supplier. I added EVEN a letter next to my invoice, to explain which screenshots shows what. And the answer was : we reviewed your document and its not enough to reactivate your account. Plesae upload new documents.
and yes i am an Amazon employee for 9 years. and selling for 4 years.
Seller_ae51e0CJoHqCX
Upload just the required invoices again. Do not add anything to them or highlight amend etc, they must be in a raw form.
When these are uploaded and submitted,let us know how long it takes for a response. The response time will give you a clue on whether this is being rejected by a person or by AI.
Generally AI will reject it within a couple of hours but a person will either accept or reject in a day or 2.
This is imprtant because this will also give you a clue if they are worried about a policy you have breached and manually considering this or whether it is some sort of scanning probem and just a format problem with AI reading it.
Seller_Ori7IHP13kXbc
I am quoting from Amazon Seller Central : "Highlight areas in your supporting documents. You can make your response more relevant by circling or highlighting the area within your documents that is most important. For example, you can highlight ASINs, supplier name, or supplier clauses with your terms and conditions."
But I will try what you say today, uploading a raw invoice. And I will let you know.
Seller_ae51e0CJoHqCX
The reason for me asking you to take this step is not that I expect this will solve your issue but it will give you a clue to what it is being rejected, you need to strip it down.
The length of the response will help you to decide if this is AI or an actual Amazon rep rejecting your paperwork.
Seller_Ori7IHP13kXbc
I uploaded the new invoice around 4 pm. And they answered next morning. Answer is exact same copy paste with the 2 response they gave earlier.
"We have received your request, but we do not have enough information to reactivate your account.
For privacy reasons, we cannot provide details about our investigation methods.
Please review our previous communications with you that specify the information needed to appeal this decision."
The mentioned previous communication they gave :
"Copies of invoices or receipts issued by your supplier within the last 365 days and before 04/03/2025
-- These documents must match your sales volume for the last 365 days.
-- Include your supplier's contact information, including name, phone number, address, and website. Your supplier's contact information will remain confidential.
-- You may remove pricing information, but the remaining parts of the documents must be visible. To help us analyze, you may highlight or circle the ASINs that are being reviewed."
As I mentioned, my invoices has all supplier contact information, they are within 365 days, covering my sales volume.
I am writing to customer support and they are saying, thats another team who is responsible on this. and CS has no visibility on the process. Means, i cant talk with anyone on this topic. They are just copy pasting the answers in stead of helping us to understand. Its crazy.
Seller_mS10UjVYuuGor
This all sounds a bit over the top.
You're not supplying Amazon with what has been asked for but a ream of information that in your mind you think they might need. Try just supplying an unadulterated invoice, they'll let you know if any further evidence is required.
Seller_ZVAz3d5lZuGid
When you say an 'Amazon employee' - I assume you mean had an Amazon account for 9 years ?? - none of us are actual employees of Amazon !! - though it feels like we should be sometimes with all their rules, metrics etc !!
Seller_RlZVPg3d6ZUGP
Is the invoice made out to your limited company with your VAT number and details, the suppliers VAT number, the suppliers website and full address?
Oliver_Amazon
Hello @Seller_Ori7IHP13kXbc
Thanks for your question. I´m Oliver and I will be looking into your issue today.
Your account was deactivated for doubts about the authenticity of your products. You submitted invoices and they were rejected. Now you want to know why they were not accepted.
Here are the invoice requirements with a few remarks in brackets:
-- Cover sales volume in the last 365 days (calculated from the date of the infringement based on seller performance)
-- Contact details of the supplier, including name, telephone number, address and website (Please check that everything here is still up to date and spelled correctly)
- your contact details (make sure they match the details in Seller Central)
-- Remove prices if necessary, but the rest of the document must be visible. (and be clearly genuine and unchanged, beware of bad scan, blurry image)
- Mark or circle the ASIN (s) to be checked to speed up the review. (this is always recommended, especially if the product title in the Amazon catalog is different or there are several similar products in the invoice, e.g. a different color or size)
- -- Item quantities
-- Invoice date (must be within the last 365 days)
- only send PDF, JPG, PNG, or GIF files.
I hope you get on like this
If you have any further doubts, feel free to contact us through Seller Forum again.
Have a good day
Oliver
