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
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_5UtehlSfKQ8oV
Dear Roxy,
Thank you for your time and reply.
Firstly, the reason of my account suspension is not below ASIN. This is just a suspected intellectual property violation.
The reason of my account suspension is;
" We have taken this measure because we have concerns about the authenticity of the items listed at the end of this email.
ASIN: B0912HQ7PD
Title: ARMRA Colostrum™ Premium Powder, Grass Fed, Gut Health Bloating Immunity Skin & Hair, Contains 400+ Bioactive Nutrients, Potent Bioavailable, Keto, Gluten & Fat Free (Unflavored | 30 Servings) "
In the mail I received, It is not written that I should submit authorisation letter.
And I already submit amazon.com invoice which meets the requirements as well as several documents and explanations.
Could you please tell me a way that I could reach the responsible person about my account suspension?
How can I talk to them? Call me button is not available in my account's health page.
Roxy_Amazon
Hello @Seller_5UtehlSfKQ8oV,
Thank you for providing the ASIN. While there may have been some confusion in the information relayed to me by the team, I'd like to clarify that the process for reactivating an account that has been deactivated due to suspected intellectual property violations is the same:
- Providing invoices from the brand or Amazon (not from another Amazon seller) for the product in question.
- Submitting an authorization letter from the rights owner, dated prior to the violation date.
- Disputing the violation, explaining why it occurred in error.
The full information is on the page Intellectual Property Policy for Sellers.
While direct contact with the specific responsible individual is not possible, if your account displays the 'Call Me Now' button, you can connect with our Account Health Support team for immediate assistance. They are well-equipped to address your concerns and provide guidance on account-related issues.
Best wishes,
-Roxy
Seller_5UtehlSfKQ8oV
Hello Roxy,
Thank you for reply.
I already provide invoice from the Brand's Store in Amazon.
Do you say this invoice is not valid for reactivating my account?
If so, why? Do you say that Brand's Store is selling inauthentic products? or Is Amazon not sure a brand's store is selling authentic products or not?
I have read above policy several times. The closest option to my case is as below;
"What do I do if I have received multiple warnings of intellectual property infringement?
If you have received multiple warnings of intellectual property infringement and you believe you are selling authentic products, appeal via your Seller Central account with the following information:
A list of the allegedly infringing ASINs and at least one of the following:
Invoices proving the authenticity of your products; or
Order IDs demonstrating product authenticity; or
An authorization letter from the rights owner (that is not a forwarded email)"
It is not written that invoice should be from the brand or Amazon. It is just said Order IDs demonstrating product authenticity. And my order ID which is purchased from Brand's Store should be enough to prove the authenticity. If you think it is not, could you please tell me why?
and there is "or" between the items. So submitting one of them must be enough according to policy. And I did.
So, by considering all replies which I took from Amazon (your reply, case replies, etc.) I see that there is some grey area which we can't aggree and this is the reason that my account is being kept as suspended. (not the product I sold is inauthentic.)
Please take this into consideration that I am just trying to express myself clearly and to understand how to solve the issue. I don't want to be disrespectful.
Thanks again for your efforts.
Best Regards.
Roxy_Amazon
Hello @Seller_5UtehlSfKQ8oV,
We understand you may be frustrated with the account deactivation, but it's important to address the intellectual property violation claim against your account.
An invoice from another Amazon seller doesn't prove that you have an authorization to sell the items. Brands often have authorized distribution channels, and buying from another seller doesn't guarantee you're part of the brand's official distribution network.
To protect intellectual property rights, Amazon needs documentation that shows that you have the right to sell these products. An invoice from another seller doesn't provide this assurance.
Please be aware that Amazon may conduct its own research and directly contact your supplier and the brand in question. If they cannot confirm that you have the rights to sell these products, your documents will most likely be denied. This step is crucial in validating your authorization to sell these items.
Do you have a Letter of Authorization from the brand giving you permission to sell their products? If so, this could be helpful in resolving the intellectual property violation claim.
Please find the information about the Invoices Requirements on the page Responsible Sourcing documentation request requirements.
Best,
-Roxy
Seller_5UtehlSfKQ8oV
Dear Roxy,
Firstly, I could not open the page in the below link. I don't know why but I see an error " There was an error displaying this topic." when I click the link.
Please find the information about the Invoices Requirements on the page Responsible Sourcing documentation request requirements.
I would like to some questions about this "authorization" issue:
Does an invoice from directly amazon prove that I have an authorization to sell the items? If it proves, how?
If I had purchased the product from the brand's website or physical store and I had an invoice from the brand itself, does this prove that I have an authorization to sell this item? if it proves, how?
If invoice from amazon or brand does prove that I have the right to sell the product, why an invoice from brand's store in amazon (not any seller but the brand's store and the only seller in amazon since february or before.) does not prove that I have the right to sell the item?
Apart from all these issues, my suspension is because of suspected product authentication, not authorization. So, an invoice from brand's store in amazon (the store is only seller in amazon since february or before.) should be very enough to prove that the item I sold is authentic.
Even if the reason of my account's suspension is about authorization, why did Amazon allow me to list or sell the item without authorization letter and then suspend my account? Why is dropshipping (sell first, buy later) allowed on Amazon by policies without asking brand's authorization letters?
I am sorry to ask so many questions and push like this but I am trying to learn the situation and how to reactivate my account which is very important for my life and business. Unfortunately, I don't have letter of authorization from the brand.
I really appreciate your time and effort. Best Regards.
Muhammed.
Seller_OrPJQjbO50BId
Hello TINOANDZILLI, I have the same problem, could you find a solution?
