Account Suspended due to 'Counterfeit Without a Test Buy'
Hi all,
My FBA account has been deactivated for around three months now due to a Product Policy Compliance issue. I had listed a product under a listing that was trademarked, and of course, my account received a ‘Intellectual Property Complaint’.
I submitted a thorough POA detailing what I would do in order for this to not happen again, this got me nowhere. Amazon then asked for more proof in order to reactivate my account. This was in the form of a business licence which I did not have as I was selling as a sole trader at that point. I asked for the requirements to be changed. This was successful and all that Amazon wanted from me to reactivate my account was a utility bill with my full name and address visible. I sent a copy of my latest phone bill which showed both of those, however within 10 minutes I received a response:
‘We received your submission but do not have enough information to reactivate your account. We may not respond to further emails about this issue.’
I really have no clue what else I can do.
If I keep on appealing I will just get ignored and obviously I cannot create a new seller account and start all over.
FYI: Current Account Health status is ‘At Risk’.
Any advice would be greatly appreciated.
Thanks 
28 replies
Seller_7VbclcPFFRTnc
It seems like you had 2 issues that just overlapped
The first being the IP violation, the 2nd your verification
With regards to the verification, did the utility bill match your name and address exactly as you registered on amazon ?
At any point were you asked to upload you UTR number ?
Do you live in UK ?
Seller_iDiUaLCsDRE0K
Hi @JWK_Trading
Pia here, to assist with your concerns.
I understand your query is related to the account deactivation.
In order to assist you appropriately, kindly share the performance notification received on the date of your account deactivation.
This will help us to assess the problem better and we will be able to guide you.
Please continue to post any relevant information in relation to this topic so it can be addressed at a later time.
Regards,
Pia
Seller_zSgC5zKFELg5A
Hello @JWK_Trading,
Thank you for reaching out to us again!
We understand that you have concern about your account reactivation.
For better assistance, we would request you to share the initial performance notification of your account deactivation as suggested by @Pia_Amazon.
Feel free to reach out to us on this thread for further assistance.
Regards,
Nehal
Seller_vB0v3bJbSmuGe
Hello @Pia_Amazon and @Nehal_Amazon,
This is the performance notification that I received on the day of my account being deactivated:
‘Your Amazon seller account has been deactivated in accordance with section 3 of the Amazon Services Europe Business Solutions Agreement.’
I hope this helps? Would be good to know what to do next so that the account can be reactivated soon.
Many thanks to you both.
Seller_1zZOhA76X96Ak
Hello @JWK_Trading
This is Vans from Amazon to help you with your concerns.
Thank you for providing insight into your current account status.
Please confirm that there is a valid credit card on file and provide the following documents in PDF, PNG, JPEG, or GIF format. The documents must be legible, authentic, and unaltered and contain the required information. We do not accept screenshots. The name and address on the document must match the information entered in Seller Central.
– A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible
– A business license if applicable
Ensure that the provided documents are in one of the supported languages. Supported languages include Arabic, simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
Regards,
Vans
Ash_AMZ
Hello @JWK_Trading ,
This is Ash from Amazon, and would help you with your questions.
It has been understood, that you have submitted utility bill and also confirmed that there is a credit card, but still your account is not activated.
Did you make sure that the name and address on the document match the information entered in Seller Central ?
The documents must be legible, authentic, and unaltered and contain the required information. We do not accept screenshots.
If you have questions about our policies or the required information, contact Selling Partner Support:
https://sellercentral.amazon.co.uk/cu/contact-us.
Regards,
Ash.
Seller_vB0v3bJbSmuGe
Not sure if anyone is still watching this thread, it’s been a while and finally have time to get back into this.
I have sent off my UTR which I received, still nothing. I have the option to request a call from Amazon, should I give this a shot?
Thanks in advance.
