Account Deactivated
My account has been deactivated on 10th July 2023 and I received the following email from Amazon:
Hi,
Your Amazon Seller account has been temporarily deactivated and your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address the following concern(s).
Why is this happening?
In accordance with Section 3 of Amazon’s Business Solutions Agreement, your account has been deactivated because you are offering items that may be inauthentic. A list of these items is provided at the end of this email.
In order to ensure that customers can shop with confidence on Amazon, we routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items.
The sale of counterfeit products on Amazon is strictly prohibited. You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:
- Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.ae/gp/help/201165970)
- Policies and Agreements (https://sellercentral.amazon.ae/gp/help/521)
- Amazon Services Business Solutions Agreement (https://sellercentral.amazon.ae/gp/help/1791)
How do I reactivate my account?
To reactivate your selling account, please send us the following information for the ASINs listed at the end of this email:
- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days. The quantity of items shown should match your inventory.
- If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.
- If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.
- Contact information for your supplier, including name, phone number, address, email, and website.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
How do I send the required information?
To send us the required information, please visit your Account Health Dashboard (https://sellercentral.amazon.ae/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.
What happens if I do not send the requested information?
If we do not receive the requested information within 17 days, or after two unsuccessful appeals (whichever occurs sooner), your account will be permanently deactivated. Failure to successfully appeal this decision may result in us permanently withholding any payments to you.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-funds@amazon.ae
We’re here to help
You can get help submitting your appeal in Seller Central Help (https://sellercentral.amazon.ae/gp/help/200370560).
You can view your account’s performance at (https://sellercentral.amazon.ae/performance/dashboard?ref=ah_em_pq)
The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
| ASIN | Brand | Title |
|---|---|---|
| B000TAVTH4 | Chef Aid | Chef Aid Bamboo 25.5cm 10 inch Skewer Pk100 |
| B005IUSC4S | Westcott | Westcott N-9002700 Easy Grip Soft Grip Scissor - Black/Blue (Set of 3) |
| B08ZCWMX6Y | Whatmore | Baking Tray |
Account Deactivated
My account has been deactivated on 10th July 2023 and I received the following email from Amazon:
Hi,
Your Amazon Seller account has been temporarily deactivated and your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address the following concern(s).
Why is this happening?
In accordance with Section 3 of Amazon’s Business Solutions Agreement, your account has been deactivated because you are offering items that may be inauthentic. A list of these items is provided at the end of this email.
In order to ensure that customers can shop with confidence on Amazon, we routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items.
The sale of counterfeit products on Amazon is strictly prohibited. You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:
- Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.ae/gp/help/201165970)
- Policies and Agreements (https://sellercentral.amazon.ae/gp/help/521)
- Amazon Services Business Solutions Agreement (https://sellercentral.amazon.ae/gp/help/1791)
How do I reactivate my account?
To reactivate your selling account, please send us the following information for the ASINs listed at the end of this email:
- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days. The quantity of items shown should match your inventory.
- If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.
- If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.
- Contact information for your supplier, including name, phone number, address, email, and website.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
How do I send the required information?
To send us the required information, please visit your Account Health Dashboard (https://sellercentral.amazon.ae/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.
What happens if I do not send the requested information?
If we do not receive the requested information within 17 days, or after two unsuccessful appeals (whichever occurs sooner), your account will be permanently deactivated. Failure to successfully appeal this decision may result in us permanently withholding any payments to you.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-funds@amazon.ae
We’re here to help
You can get help submitting your appeal in Seller Central Help (https://sellercentral.amazon.ae/gp/help/200370560).
You can view your account’s performance at (https://sellercentral.amazon.ae/performance/dashboard?ref=ah_em_pq)
The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
| ASIN | Brand | Title |
|---|---|---|
| B000TAVTH4 | Chef Aid | Chef Aid Bamboo 25.5cm 10 inch Skewer Pk100 |
| B005IUSC4S | Westcott | Westcott N-9002700 Easy Grip Soft Grip Scissor - Black/Blue (Set of 3) |
| B08ZCWMX6Y | Whatmore | Baking Tray |
0 replies
Seller_pTdEGyy3RCJTn
Hi @Rylux,
I’m Danii from Amazon, here to assist you.
Thanks for sharing the notification for our reference to provide you assistance in a better way. Please check the policy of amazon to understand the reason of account deactivation and the policy link is available in the same notification.
The ASIN mentioned in the notification may not be found in the account Health page but it could be violating due to incorrect process for listing. These are branded products that you have listed please check them and understand the process of listing:
Did you get approval from the seller support team before listing these products?
Do you have invoices from the authorized and trusted supplier?
Have you submitted those invoices for review?
If yes then please check the reply of the concern team in the notification whether they are valid or not.
If you receive any new notification please revert back with valid invoice as required.
For any further clarification and assistance regarding appeal and account activation you can contact the concern team by using the button available in seller central.
Hope this answers your query.
Please keep us posted, the forums community and I, are here to assist you with your concerns.
Regards,
Danii
Seller_nvDzTEswJLBHK
Hi Danii,
Thank you so much for the detailed response,
I have already send the Appeal and POA to amazon Performance tea around 3 times and they have rejected the appeal all three times by mentioning that my information is not sufficient to reactivate the account…
For the Invoices matter, I also mention in the appeal and POA that I bought those three mentioned ASINS from the Retail Market on a very discounted price and I listed in those items in ASINS with easy approval in amazon while listing in a ADD PRODUCT option,
As amazon doesn’t accept the retail invoices and I don’t have other invoices to submit so I acknowledge my mistakes and violation and I explained in the Appeal and POA but even after sending them Appeal and POA. They are still rejecting my appeals and asking for more information and Appeal isn’t valid…
So if there is any suggestion to write correct Appeal and POA . please share with me…
Highly appreciated for your time.
Thank you
Seller_pTdEGyy3RCJTn
Hello @Rylux,
This is Danii from Amazon to help you with your concerns. Thank you for providing insight about your appeal and the reply of the concern team.
As I can understand from the above notification that the team need the invoices and the required documents:
So please provide the valid invoices to the concern team and keep on checking the performance notification, if you are not able to provide invoices for the mentioned ASINs you may be asked to provide invoice for other ASINs that you have ever listed so that they can the check the authenticity of the sourcing point for the product.
Please check the notification and appeal accordingly.
For any further clarification and assistance regarding appeal and account activation you can contact the concern team by using the button available in the seller central.
Hope this answers your query.
Thanks for reaching out to us.
Regards,
Danii
Ash_AMZ
Hello @Rylux,
This is Ash from amazon and will help you with your questions.
From the post above, I understand that you want help on the Plan of action.
If you don’t have invoices then, kindly submit detailed Plan of action.
The Plan of action should be in three sections and should address these questions.
-
Why did things go wrong?
-
What did you do about it immediately?
-
How will you ensure it never happens again?
Root Cause:
What led to the violation?
What knowledge gap have you observed? Etc.
Corrective Actions:
Your immediate steps taken in this regard to resolve the issue
Preventative Steps:
Your future plans on how you will be ensuring the violation is avoided.
If you are stating that you will ensure not to violate amazon’s policy in future then what are the necessary steps you are going to take? How will you ensure?
Do you have any new listing procedures?
What resources you will be referring to before creating the listing? Is your staff well aware of the policies?
Do you have any training program me or improvement plan in mind to ensure such violations do not occur?
Furthermore, your plan of action should be factual and direct. Focus on the facts and events that led to the issue.
Please click here to learn more on the policies.
If you have further questions, please keep us posted. The forums community and I, are here to assist you with your concerns.
Regards,
Ash.
