Same here, around 30 DVDs banned for erotic content apparently, many rated 12 or 15,even though they sell blu ray versions of a lot of these films themselves ;-)

Hi Emet,

Thanks for your reply. Our account balance now is £403000, we have not got paid since 1st of July.

We have submitted below information and case ID is 13176433732

I submitted below information.

1. Voice of the customer Damaged items of last 60 days refunded or replacement sent

2. Voice of the customer of receiving wrong products of last 60 days total 134 wrong orders delivered refunded or replacement sent

3. Merged Invoices.pdf

4. Plan of Action for seller code of conduct appeal for the material difference.docx

5. New Designated area of customer returns.jpeg

📎 Back Image ASIN B0BT87WLHH.jpeg

📎 Back image ASIN B07ZQZVMRX.jpeg

📎 Back image ASIN B0756H4G84.jpeg

📎 Back image ASIN B08698SS59.jpeg

📎 Back inage ASIN B08NVPH5PF.jpeg

📎 Front image ASIN B0BT87WLHH.jpeg

📎 Front image ASIN B07ZQZVMRX.jpeg

📎 Front image ASIN B08NVPH5PF.jpeg

📎 Front image ASIN B0756H4G84.jpeg

📎 Front Image ASIN B08698SS59.jpeg

Also WE SUBMITTED BELOW REQUESTED INFORMATION

Explain your process for ensuring that products sent to customers exactly match the listings on Amazon – including how you source inventory and how you fulfil orders.

We have established a comprehensive inventory management and order fulfilment process to ensure that every product shipped to customers exactly matches the corresponding Amazon listing.

1. Inventory Sourcing

We source our inventory exclusively from legitimate manufacturers, authorized distributors, or reputable wholesale suppliers. Before purchasing products, we verify the supplier＇s authenticity and ensure that all products are genuine and suitable for sale on Amazon. We retain invoices and purchase records for all inventory as proof of authenticity and traceability. We also check business information of suppliers, we cross verify their VAT registration and we also cross verify their company. We also check business reviews on trust pilot and also on google to make sure supplier is genuine.

2. Product Verification Before Listing

Before creating or matching a product listing, we carefully verify every product against the Amazon detail page. We confirm the brand, manufacturer, model number, UPC/EAN ﹙where applicable﹚, size, colour, quantity, material, specifications, packaging, and any other identifying attributes. Products are listed only when they are an exact match to the Amazon ASIN. If a product does not precisely match an existing listing, we do not list it under that ASIN.

3. Inventory Receiving and Quality Inspection

When inventory arrives at our facility, every shipment is inspected before being accepted into stock. We verify that the products received match the supplier＇s invoice and purchase order. Products are inspected for authenticity, correct packaging, physical condition, expiration dates ﹙where applicable﹚, and any signs of damage or defects. Any products that do not meet our quality standards are segregated and are not offered for sale.

4. Inventory Storage and Management

Approved inventory is stored in an organized manner using clearly identified storage locations. Each product is labelled and tracked by SKU and mapped to the correct Amazon ASIN. Similar products or product variations are stored separately to prevent picking errors. We conduct routine inventory audits and stock reconciliations to maintain inventory accuracy and identify discrepancies promptly.

5. Order Fulfilment Process

When an order is received, the order details are reviewed to confirm the correct ASIN, SKU, quantity, and customer requirements. The assigned item is picked from inventory using the SKU and storage location.

Before packing, the product undergoes a second verification to confirm:

• The correct product has been selected.

• The brand, model, size, colour, and quantity exactly match the Amazon listing.

• The product is new, unused, and in saleable condition.

• The packaging is intact and suitable for shipment.

After verification, the product is securely packaged using appropriate packing materials to protect it during transit. Shipping labels are reviewed to ensure they correspond to the correct customer order before dispatch.

6. Final Quality Control

A final inspection is completed before shipment to verify that the correct product is being sent to the correct customer. This includes confirming the order information, product details, packaging condition, and shipping documentation.

7. Continuous Monitoring and Improvement

We continuously monitor customer feedback, return reasons, order defect metrics, and any listing-related issues. If any discrepancy is identified, we investigate the root cause immediately, correct the issue, and implement preventive measures such as updating inventory records, improving staff procedures, or revising listing information to prevent recurrence.

Through these controls, we ensure that customers consistently receive products that exactly match the Amazon listing, maintain high order accuracy, and comply with Amazon＇s policies for product authenticity, listing accuracy, and customer satisfaction.

Provide an explanation for why customers are complaining about receiving incorrect items.

We take full responsibility for the customer experience issues that resulted in product condition and wrong item complaints. After conducting a detailed investigation into our Voice of the Customer reports, return reasons, and internal fulfillment processes, we identified the root causes and have implemented comprehensive corrective and preventive measures.

1. Root Cause Analysis

Our investigation identified the following root causes:

Product listings did not accurately match the physical inventory, including product descriptions, images, size, colour, quantity, and packaging.

Certain products were listed under incorrect ASINs, resulting in customers receiving items that differed from the listing.

Inventory fulfillment errors led to incorrect products being shipped.

Similar-looking products and packaging caused picking errors during order fulfillment.

Incorrect SKU and barcode labels resulted in inventory identification errors.

Some inventory was stored in incorrect bin locations, increasing the risk of picking mistakes.

Multiple product variants ﹙different sizes, colours, and models﹚ were stored too closely together, leading to confusion.

Manual order processing increased the likelihood of human error.

Quality control procedures before dispatch were insufficient to detect fulfillment mistakes.

Packaging procedures were not consistently followed, resulting in damaged products during transit.

Temporary and newly trained staff were not sufficiently familiar with our fulfillment procedures.

Additionally, several ASINs were enrolled in Amazon＇s Easy Ship pilot programme. At that time, our staff were only printing shipping labels and were unaware that Easy Ship packing slips also needed to be printed. As a result, packers could not verify the product description before dispatch, increasing the likelihood of shipping incorrect products.

Following discussions with our Amazon Easy Ship Account Manager, Hans Malhotra ﹙hansmal@amazon.co.uk﹚, all fulfillment staff have been retrained on the correct Easy Ship packing process, including printing and verifying packing slips before every shipment.

2. Corrective Actions Taken

We immediately implemented the following corrective actions:

Conducted a complete audit of all affected ASINs to verify product descriptions, images, sizes, colours, quantities, and packaging against our physical inventory.

Corrected all inaccurate listings and removed any listings that did not accurately represent the products.

Performed a full warehouse inventory audit to ensure inventory records matched physical stock.

Relabelled incorrect SKUs and barcodes where necessary.

Reorganised warehouse storage so similar-looking products and different product variants are stored separately.

Introduced mandatory barcode scanning and SKU verification before picking and packing.

Retrained all warehouse staff on inventory management, order fulfillment, product verification, packaging standards, and quality control procedures.

Retrained all Easy Ship staff with guidance from our Amazon Easy Ship Account Manager on printing and verifying packing slips before dispatch.

Implemented a mandatory final quality inspection before every shipment to verify:

Correct ASIN

Correct SKU

Correct quantity

Correct product variant

Correct packaging

Product condition

Introduced stronger packaging procedures using appropriate boxes, cushioning, and bubble wrap for fragile products.

Removed ASIN B0756H4G84 from our inventory and permanently stopped selling this product due to recurring customer complaints.

3. ASIN Investigations

ASIN B0BT87WLHH

This ASIN generated the highest number of complaints.

33% of complaints were due to customers receiving the wrong product ﹙leg wax strips instead of face wax strips or receiving 10 strips instead of 20﹚.

33% related to product performance and quality.

24% related to products arriving damaged due to inadequate packaging.

9% related to product condition.

NCX Rate: 2.0% ﹙33 negative experiences from 1,647 orders﹚

Root causes:

Incorrect Easy Ship packing process.

Incorrect product mapping.

Insufficient packaging.

Corrective actions:

Corrected ASIN mapping.

Retrained Easy Ship staff.

Introduced mandatory packing slip verification.

Improved packaging standards.

ASIN B08698SS59

NCX Rate: 3.7% ﹙8 negative experiences from 216 orders﹚

Customer complaints:

37.5% wrong product received.

25% defective item.

25% product quality not adequate.

12.5% damaged product.

Investigation found that some customers received Toni & Guy Conditioner instead of John Frieda Conditioner due to incorrect product selection.

Corrective actions:

Separated similar products in warehouse storage.

Introduced barcode verification.

Improved packaging using protective boxes and bubble wrap.

ASIN B0DY8Y69F6

NCX Rate: 3.9% ﹙3 negative experiences from 77 orders﹚

100% of complaints related to incorrect products being shipped.

This ASIN was enrolled in the Easy Ship programme.

Corrective actions:

Staff retrained on Easy Ship packing procedures.

Mandatory packing slip verification introduced.

Final SKU verification implemented before dispatch.

ASIN B08NVPH5PF

NCX Rate: 3.81% ﹙4 negative experiences from 105 orders﹚

Customer complaints:

50% wrong product.

25% defective item.

25% product quality issues.

Root causes:

Incorrect product selection.

Packaging procedures not followed.

Corrective actions:

Warehouse reorganisation.

Barcode verification.

Improved packaging standards.

ASIN B07ZQZVMRX

NCX Rate: 3.81% ﹙4 negative experiences from 105 orders﹚

Customer complaints:

50% wrong product.

25% defective item.

25% product quality issues.

Corrective actions:

Separated similar inventory.

Introduced mandatory barcode scanning.

Added final quality inspection before dispatch.

ASIN B0756H4G84

NCX Rate: 2.88% ﹙5 negative experiences from 219 orders﹚

Customer complaints:

60% damaged items.

40% wrong products.

Root causes:

Inadequate packaging.

Fulfillment errors.

Corrective actions:

Permanently removed this ASIN from our catalogue.

Improved packaging procedures for all fragile products.

4. Preventive Measures

To ensure these issues do not recur, we have implemented the following long-term preventive measures:

Weekly inventory reconciliation to ensure physical stock matches Amazon listings.

Monthly audits of all ASINs to verify listing accuracy.

Mandatory barcode scanning at both picking and packing stages.

Mandatory printing and verification of Easy Ship packing slips before dispatch.

Separate storage locations for similar-looking products and product variants.

Improved warehouse labelling and bin location controls.

Standard operating procedures for packaging based on product type and fragility.

Ongoing staff training with competency assessments before independent order fulfillment.

Daily quality control audits conducted by warehouse supervisors.

Continuous monitoring of Voice of the Customer feedback, NCX metrics, customer returns, and buyer messages to identify and address issues immediately.

We are committed to maintaining the highest standards of inventory accuracy, order fulfillment, packaging quality, and customer satisfaction.

The corrective and preventive measures outlined above have strengthened our operational controls and will ensure customers consistently receive the correct products in the expected condition.

✔️ I understand Amazon’s Selling Policies and Seller Code of Conduct about material difference and why they’re important.

✔️ I verify that all information I’ve provided is accurate and complete.

✔️ I commit to maintaining accurate product listings that match exactly what customers will receive.

✔️ I will ensure that all future shipments match the product detail pages exactly.

Attachments:

Merged Invoices.pdf

Rivermarket Wrong items Delivered Voice of the customer analysis and next steps.xlsx

Rivermarket Damaged items Voice of the customer analysis abd next steps.xlsx

New Designated area of customer returns.jpeg

Plan of Action for seller code of conduct appeal for the material difference.docx

Staff Training Record.xlsx



You

14 Aug 2026

15:23 BST

Dear Review Amazon,

We had very high sales due to starting to provide prime service recently.

We Joined Easyship programme and FBM ship + programme.

This has resulted in increased sales.

Hans Malhotra is our account manager for both programmes.

Please find attached

Recent trackings proof of delivery with Images and list of trackings.

Last three months Bank statements.

Company incorporation certificate

Screenshot of Most recent On Time delivery rate of 96.04%

Account Health screenshot with Defect rate of 0.16%

Recent customer feedbacks image which was left by already delivered orders

Thanks

Hi all,

Looking for advice from anyone who's dealt with a similar issue. We're trying to get approved for the gl_wine (Beer, Wine & Spirits) category as a reseller of alcoholic beverages (mead specifically) in the UK marketplace.

Our application has been rejected twice, both times with this exact generic reason:

"We are taking this action because your application documentation does not meet our verification standards for demonstrating valid supply chain relationships."

No specific document or missing item is ever identified — both rejections used identical wording.

What we've submitted:

Purchase invoice from our supplier (a separately registered, independent UK company) showing quantity, price, and excise duty payable

Proof of excise duty payment made directly to HMRC, matching the invoice amount

AWRS (Alcohol Wholesaler Registration Scheme) approval letter

UK VAT registration number

Premises Licence and Personal Licence (both valid under the Licensing Act 2003)

Despite this, we keep getting the same boilerplate rejection. We've escalated through Seller Support under the following Case IDs:

13137925052

13162162112

We're still waiting on a substantive response — the first agent we reached had no visibility into the case history and asked us to resubmit everything from scratch.

Update:

Following up on this — we did receive a response mentioning that the Product Authentication Team (PAT) handles 2nd reviews/appeals through their dedicated escalations email address (abuse hyphen escalations at amazon dot com). We emailed this address with our full documentation over 15 days ago and have not received any response since.

Questions for the community:

Has anyone successfully resolved a "supply chain relationship" rejection for gl_wine/alcohol categories? What specifically satisfied Amazon's review?

Is there a way to get a genuinely detailed reason instead of the templated response?

Has anyone gone through the PAT escalation route? What's a realistic turnaround time, and is there a way to follow up on a case, or does it just require waiting?

Does anyone know if there's a dedicated category approval team for alcohol/gl_wine that can be reached separately from general Seller Support?

Any insight would be much appreciated — this has been an unusually opaque process compared to other category approvals we've done.

Thanks in advance.

Hi everyone,

I'm hoping someone can help or has experienced something similar.

Yesterday my product had around 15 customer reviews with a 5-star rating. Today I checked and only 4 reviews are left, and my rating has dropped to 4.5.

My Account Health is healthy and I don't have any policy violations or warnings. These were genuine customer reviews from real sales on Amazon.co.uk. I never bought reviews or offered anything in exchange for reviews.

Has this happened to anyone else? Did your reviews ever come back, or did Amazon explain why they were removed?

I'd really appreciate hearing about your experience. Thank you!

Hi,

First post on here after selling on Amazon for about 16 years+ as a Bookseller.

Gone are the days of the 1p books with 500 different sellers.

Gone are the days of Customer Feedback.

Now it feels like a dystopian dictatorship run by Rom The Vacuos Spider.

Constantly being made to feel unapreciated by a non-responsive entity whilst most of the things I am doing wrong are down to glitches outside of my control.

My account health is 260/1000 even though I ship daily via tracked courier and adhere to all of the policies.

VTR (another one of rom's glitchy inventions) is below the acceptable level (at 92%) even though I send everything tracked via Amazon.

I have 7 Food Compliance Safety issues for various books inclusive of The Scooby Doo Mini Library and Ginger Fox Cat Chaos Card Game.

I have a suspected Intellectual Property Violation for a book which is not in violation.

I have numerous violations for Pricing my books too low... (Again, this didn't used to be a thing).

I now receive feedback from only about 1% of buyers (and believe me anyone who isn't happy will negative) so where for years we were 98% we are now 92%.

For all of the above, I got barraged with red exclaimation marks and yellow warning signs/messages from Amazon on a daily basis telling me I am not good enough.

Many items are refunded without me having the chance to offer a defence. Tracked items that are delivered with proof are still refunded if the buyer makes a claim.

If I sell a product (inclusive of shipping) for £8.00 I now make £1 profit (-Tax) and Amazon makes £2.20.

There is no point me even mentioning about the non responsiveness of Amazon's Seller Help Service as you all know how bad this is. All I can say is it has always been this bad.

Amazon now holds on to all my money for two weeks for the priviledge of offering to lend it back to me at 15% interest rate (yes, this really does exist).

I could go on all day but will refrain.

All I can say is that if Amazon had a conscience things would be very different but unfortunately they do not and will not.

Ironically I owe most of my success in life to this Vacuos Spider, so I shouldn't complain really.

Thanks Amazon!