Hi,
I fear I may have entered a loophole. Our amazon.fr account was deactivated as a result of a Customer Authenticity Complaint of an ASIN we had stopped restocking but was still listed in our FBA listings. This obviously meant all our marketplaces were also deactivated which I still don't understand why. Frustrating as it was, we cooperated fully by submitting our invoices from a Chinese supplier for this ASIN but they were rejected multiple times. We then attempted to submit a plan of action but got an auto response that they require more information because the bot detected that we didn't submit invoices. So I gave up until recently I was able to get a hold of more invoices from another supplier which also reflected our full sales history since we started selling on Amazon. We submitted them but they were rejected as well multiple times. Today, I went onto the initial policy violation on our France account health where this time I acknowledged the violation and that I didn't have invoices to submit (since they kept getting rejected). Then it was the normal process of me agreeing not to sell that ASIN and then the violation was removed from our account health.
Yet, our account still remains deactivated and now I am struggling to get Seller Support to understand that I accepted the violation and it was removed but they keep saying I need to submit invoices for the ASIN. I've now gone to the "reactivate my account" section and in the "has your account been deactivated in error?" I have explained that the policy violation that caused the deactivation has been removed because, as mentioned before, I accepted/acknowledged it in the account health section and as proof I provided screenshots of our account health to show that the violation was no longer there. I am awaiting a response from them but I fear I may get the same automated response that they don't have enough information.
My main questions are: Why were all our european stores deactivated when the complaint was only against our France marketplace? Am I missing something? Is there anyone I can get in touch with that will actually understand our situation and help us get our account back?
For extra context: the original listing/ASIN no longer exists because, unknown to us, it was listed under the wrong brand which I suspect is linked to the initial authenticity complaint filed against us. Also the ASIN was listed across most of our European marketplaces but only got sales from the UK and France. We are based in the UK.
