My account deactivated because of authenticity and did not reactivated.
Hello,
My account has been deactivated on 26.09.2024 and I can't make it reactivated even if I share required documents.
I am waiting for one month and my business is not running in this precious Q4 period.
Waiting amazon team's help about this problem.
Thanks and Best Regards.
My account deactivated because of authenticity and did not reactivated.
Hello,
My account has been deactivated on 26.09.2024 and I can't make it reactivated even if I share required documents.
I am waiting for one month and my business is not running in this precious Q4 period.
Waiting amazon team's help about this problem.
Thanks and Best Regards.
26 respostas
Roxy_Amazon
Hello TINOANDZILLI,
Thank you for your message here on the Forums!
Based on the answer I've received from the review team, they have found certain flags and as a result, Amazon needs to keep the account deactivated.
To address Amazon's concerns, we will need you to provide strong evidence demonstrating the authenticity of the product. This could include providing documentation from the manufacturer, detailed product photos, or other verification materials.
We understand this may be an inconvenience, but ensuring the integrity of products sold on Amazon is of the utmost importance.
Please note that the details of their analysis should remain confidential and I cannot share details.
I wish you all the best,
-Roxy
Seller_5UtehlSfKQ8oV
Dear Roxy;
Thanks for your reply.
Firstly I am running dropshipping business model on Amazon by purchasing from amazon.com and sell on amazon.com.mx.
I know that it is not forbidden as long as I comply with the policies and I do.
My account was also suspended on July because of authenticity concerns like this one and make my account reactivated by submitting amazon.com invoice. So, I proved that the item I sold is authentic.
Right now, they asked from me to submit invoice which reflects my sales volume and I submitted it. And this invoice meets other criterias as well.
They did not asked from me to provide documentation from manufacturer which is not mandatory to sell the item. And documentation from manufacturer is not the only way of prove item's authenticity. I directly purchased this item on amazon.com from brand itself to fulfill my order.
I had hundreds of order which I fulfilled and each item was purchased on amazon.com and sent directly to customer. And I don't have any authenticity complaints from customer until now.
I run my business by complying all amazon policies and I always look forward for customer satisfaction.
So, I kindly ask from you to take my above explanation into account and please ask review team to reactivate my account.
With all my respect, I am sure that there is no certain flags in order to suspect product authenticity.
Thanks in advance for your time and effort.
Best Regards.
Roxy_Amazon
Dear @Seller_5UtehlSfKQ8oV,
Thank you for the detailed explanation you provided. As the last appeal you submitted is still under review, we will need to wait for the review to be completed before we can determine if the documentation and explanations you have sent will be sufficient for reactivating the account. If the appeal is not approved, please reach out to us again here on the forums so we can explore if there is anything else we can do.
We appreciate your patience and look forward to hearing back from you once the review process is finished.
Best regards,
-Roxy
Seller_5UtehlSfKQ8oV
Hello Roxy,
Review is completed and my appeal is not accepted again. I tried to sent document or make explaination for all item in the previous e-mail which I got from account health team. I really can't understand what I have to do more.
You can find last reply from account health team as below;
"You have not provided us with sufficient information that we previously requested to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods."
Could you please check and inform me what I should do more? I really need some help from your side in order to reactivate my account.
I think, This reply is not clear enough to tell me what I can do to reactivate my account. Is it?
Please, I am trying to do my best on this issue and I have to reactivate my account asap.I need a clear guidance and help by your side.
Thanks in advance for your help. Best Regards.
Roxy_Amazon
Hello @Seller_5UtehlSfKQ8oV,
Thank you for your detailed response regarding your account suspension. We appreciate the information you've provided about your business model and your efforts to comply with Amazon's policies.
While we understand your explanation about dropshipping and purchasing from Amazon.com to sell on Amazon.com.mx, have you sent the following information in your last appeal:
- Details about your supply chain and how you ensure the authenticity of the products you're selling
- You mentioned that you purchase directly from the brand on Amazon.com. did you you explain how you verify that you're buying from the actual brand and not a third-party seller?
- Have you provided any documentation or information that demonstrates your direct relationship with the brands or authorized distributors of the products you're selling?
- Have you described your quality control process to ensure that the items you're dropshipping meet Amazon's standards?
- Have you implemented any additional measures since your July suspension to further ensure product authenticity?
I look forward to your response with the requested information.
Thank you for your cooperation and patience.
Best regards,
-Roxy
Seller_OrPJQjbO50BId
Hello TINOANDZILLI I hope you are well. I was able to solve the verification problem. The only way I found was to appeal from the mobile phone seller app and do it through a live chat with support. I hope it helps and you can also solve your problem. Regards
Seller_5UtehlSfKQ8oV
Hello Roxy,
I already tried all the things I can do and explain. The last appeal was concluded somehow without any reply and I have been waiting for 2 weeks.
I can't directly talk with account health specialist in order to learn what is the problem in my account.
I think my account is limited and I don't know why.
Unfortunately, I can't get enough help from responsible team and this suspend of my account is really cause for me to have hard times.
I just need some help. I know I did not sell unauthentic item and I know the invoice I have is a proof for that.
I will just kindly ask for your help in order to reactivate my account.
I don't know what else I can do.
Seller_5UtehlSfKQ8oV
I tired that and could not get a solution. Did you reactivated your account?
Seller_5UtehlSfKQ8oV
Hello Roxy,
I just would like to update the current situation.
As well as I can't find any solid explanation about my suspension (in the replies to my appeals, cases, policies, forum, amazon seller help on "X" platform, etc.), I saw in one of my cases that I should be authorised by the brand in order to reactivate my account.
You also mentioned this in the 3rd item in your reply.
If the problem is lack of authorization, why am I being forced to submit authorisation letter in order to open my account even though I don't actually need to?
I sent every documents, explanation I could find and think of in order to reactivate my account including your suggestions. Still, No solution.
I already have amazon.com invoice from the brand's store which prove authenticity.
I am trying to get call from account health team but I can't.
I am trying to be nice and cooperative.
I kindly request your help. What should I do more in this case?
Roxy_Amazon
Hello @Seller_5UtehlSfKQ8oV,
Thank you for reaching out and sharing your concerns regarding your account suspension. I understand this situation is very frustrating for you. I appreciate you bringing your questions to our attention and I'm more than happy to clarify the situation for you.
I'd like to clarify that the explanation for your account deactivation was provided in the performance notification you received on September 26th. The notice stated:
"We have taken this action because we suspect that the listing of this product infringes on the intellectual property rights of third parties. The product detail page uses a protected trademark term belonging to another rights owner. We were unable to confirm that you have authorization to use this trademark on the product detail page. Unauthorized use of this trademark may cause confusion regarding the origin, sponsorship, or affiliation of the products."
The ASIN in question is B07VWN7CGM.
It's important to note that the registered trademark must appear on your invoice, not just in the product description. Additionally, the invoice must come directly from the brand or Amazon (not from another Amazon seller).
I'm not entirely sure what you mean by "I don't actually need to," but I do want to emphasize that all sellers need authorization to sell content that contains intellectual property such as copyrights, trademarks, and patents. This is an important aspect of maintaining the integrity of our marketplace and protecting both sellers and customers.
To resolve this issue:
- Provide invoices from the brand or Amazon for the product in question.
- Submit an authorization letter from the rights owner, dated prior to the violation date.
- Dispute the violation, explaining why it occurred in error.
For more information about this subject please visit the page Intellectual Property Policy for Sellers.
Thank you for utilizing the Seller Forums to address your concerns. Please let me know if you need further clarification.
Best,
-Roxy
Seller_OrPJQjbO50BId
Hello TINOANDZILLI, I have the same problem, could you find a solution?
