Long story short, our account got deactivated due to an unauthenticity claim on an item that was sold out over 1 year ago when we received the email. We've been trying to have it reinstated but they always denied the submissions claiming that there is insufficient evidence to prove authenticity. Furthermore, 12K of our funds were held due to the account becoming suspended; note that these funds are not remotely close to being related to the product in query that caused our account to be suspended in the first place. Fast forward to now, end of May we receive the monthly statement and it shows that they've subtracted the full 12K amount that was in our reserved balance in two separate transactions with no clear details as to why it was taken out of our account. They have the transactions under "Expenses - other." We create a case asking for clarification and get told that they cannot release any information due to the account being suspended and deactivated. We reply to the rep asking once again for clarification to get an email shortly after stating that the case is closed with no further information. We've been trying to have our account reinstated this whole time and have reached the same conclusion each time, which is telling us that there is not enough evidence to prove the authenticity of the product in query. They refuse to pay us out the funds that was related to other products and sales. And now they've taken our funds with no clear details as to why. Did we just get robbed by Amazon?

Any help would be greatly appreciated, thank you in advance Seller Forums.

Hi, we are having trouble with a hijacker on our brand registered trademarked listing. He's selling fake products and we are getting complaints and 1 star reviews. This is a product designed to help people with pain, he's doing serious damage to our customers. We are an 8 figure DTC brand attempting to launch on Amazon, this is seriously hurting our launch. We tracked him down to New York and contacted him by phone to give him a cease and desist. He removed himself but snuck back on in the night. He is stealing thousands per day.

What can we do?

We have all this mans details, he's in NY.

Thank you.

We're FBM. We recently purchased shipping from Amazon.

FedEx tracking shows that FedEx had the order on 5/20. It went from Seattle, to OK, to CO, to TX, to OK, to CO, where it is now. It still hasn't reached the customer as of 6/1. It's now been 12 days in transit.

The customer has messaged us requesting a refund on shipping, which we agree is due to the customer. I assume A-to-z protection will cover it. We want to request that Amazon refund the shipping to the customer and us. (That will also protect our reputation with Amazon if I'm not mistaken.) I have searched this order's page and can't find where to request the refund.

Thanks.

We had 37 items removed for "Product Detail Page Tampering". We are the owner of the trademark and brand registry for it as well. All the listings were removed and we have not made any changes to a lot of these listings for months and some even years. There was no changes made to the listings so how can we get them back?

Dear Amazon Performance Team,

I hope this message finds you well.

Following up on our previous communication, I want to provide an update and clarification regarding the issues identified with the DURVET brand (ASIN B01LWTVGZ6).

After reviewing the concerns raised, I have made the decision to permanently discontinue selling DURVET products on Amazon. I acknowledge the importance of sourcing only through authorized distributors and maintaining verifiable documentation for all products sold.

Corrective Actions Taken:

I have removed all DURVET-branded inventory from my listings and fulfillment network.

I am terminating any association with suppliers who are unable to provide valid, brand-authorized documentation.

I am canceling all current and future plans to sell DURVET or any other unverified branded products.

Preventive Measures:

Going forward, I will only source products directly from brands or their verified authorized distributors.

I will request and retain proper brand authorization letters and unaltered invoices before listing any branded product.

I will implement strict internal checks to ensure all sourcing and documentation meet Amazon’s standards.

I will conduct regular compliance reviews to avoid any future violations.

I deeply regret the previous oversight and take full responsibility for the issue. I am committed to rebuilding trust with Amazon and adhering strictly to all compliance policies.

I respectfully request that Amazon consider reactivating my selling account, excluding DURVET products. I am ready to work closely with the Account Health team to ensure full compliance going forward.

Thank you for your time and consideration.

Sincerely,