Account suspended due documents that appear to be forged or manipulated. it's NOT
Hello Amazon team,
My seller account was blocked due to section 3 of the Amazon Services Business Solutions Agreement. I have provided compliance documents on my children's toy product for more than 3 months ago and it's unverified. Now, Amazon has blocked my account because I have provided compliance documents that appear to be forged or manipulated in their mind. I was concerned because we have been selling these types of products for over 5 years and I have never had a deactivation or even a suspension for that matter.
We have all the documents provided to Amazon:
- original certificate as I have attached early in compliance request and CPC;
- screenshots of my dialogue with a supplier from 17 November 2021, where I requested new test reports and she provided it to me;
- screenshots from my computer where these original documents have been downloaded and stored on my HDD with the original date of 17 November 2021. So you can check the authenticity of the file;
- We have requested to verify the SGS lab to prove the results of the tests they have completed. SGS Lab has confirmed that document is genuine and is digitally signed with the SGS digital signature. A screenshot of the email with confirmation and the original letter is attached.
So I can say with confidence that the provided compliance documents were original, authentic, and accurate. But Amazon declined it for the reason:
Following further review of your selling account and the additional information you provided, we have decided that your seller account will remain deactivated.
Why did this happen?
We reached this decision because you have provided compliance documents that appear to be forged or manipulated and you have not provided sufficient evidence supporting your claim that the documents were original, authentic, and accurate.
Please help me to unblock my account with all of my funds, sales history, ratings, and products stock!
-------
Original Amazon claim account blocked:
Your Amazon seller account has been permanently deactivated in accordance with section 3 of the Amazon Services Business Solutions Agreement. Continue to ship open orders and respond to customer inquiries to avoid further impact to your account. Funds will not be transferred to you but will stay in your account while we work with you to address this issue in accordance with our "Funds withholding policy":
https://sellercentral.amazon.com/gp/help/external/G9RA9LYBJ3QP27M6
Why did this happen?
We have taken this measure because you have provided compliance documents that appear to be forged or manipulated. All compliance documents that you provide must be original, authentic, and accurate. To learn more about our requirements, go to:
Dietary Supplements:
https://sellercentral.amazon.com/help/hub/reference/G55N3JF2WQS7RVNE?mons_sel_dir_mcid=amzn1.merchant.d.AAXOP6MXDWTNCKWKOMQR72YTYV5A&mons_sel_mkid=ATVPDKIKX0DER&mons_sel_dir_paid=amzn1.pa.d.ACFW4IKYU4PPAJSN3UGDY4S4DIQQ&ignore_selection_changed=true
Examples of products for which you have provided non-authentic compliance documents include, but may not be limited to:
ASIN-XXXXXXXXXXX
TITLE-XXXXXXXXXX
How do I reactivate my account?
To reactivate your seller account, submit evidence demonstrating that the compliance documents that you provided in relation to the previously listed ASIN cases are original, authentic, and accurate.
How do I send the required information?
To submit this information, follow the instructions in the banner at the top of your "Account Health" page in Seller Central:
https://sellercentral.amazon.com/performance/dashboard?reftag=ah_em_rp
What happens if I do not send the required information?
If you do not provide the required information, your account will remain deactivated.
Has your account been deactivated in error?
If you believe that there has been an error and that the compliance documents that you previously submitted are original, authentic, and accurate, please submit evidence to support your claim and we will investigate your concern. If we are unable to confirm that the documents that you provided are original, authentic, and accurate, your account will remain deactivated.
Account suspended due documents that appear to be forged or manipulated. it's NOT
Hello Amazon team,
My seller account was blocked due to section 3 of the Amazon Services Business Solutions Agreement. I have provided compliance documents on my children's toy product for more than 3 months ago and it's unverified. Now, Amazon has blocked my account because I have provided compliance documents that appear to be forged or manipulated in their mind. I was concerned because we have been selling these types of products for over 5 years and I have never had a deactivation or even a suspension for that matter.
We have all the documents provided to Amazon:
- original certificate as I have attached early in compliance request and CPC;
- screenshots of my dialogue with a supplier from 17 November 2021, where I requested new test reports and she provided it to me;
- screenshots from my computer where these original documents have been downloaded and stored on my HDD with the original date of 17 November 2021. So you can check the authenticity of the file;
- We have requested to verify the SGS lab to prove the results of the tests they have completed. SGS Lab has confirmed that document is genuine and is digitally signed with the SGS digital signature. A screenshot of the email with confirmation and the original letter is attached.
So I can say with confidence that the provided compliance documents were original, authentic, and accurate. But Amazon declined it for the reason:
Following further review of your selling account and the additional information you provided, we have decided that your seller account will remain deactivated.
Why did this happen?
We reached this decision because you have provided compliance documents that appear to be forged or manipulated and you have not provided sufficient evidence supporting your claim that the documents were original, authentic, and accurate.
Please help me to unblock my account with all of my funds, sales history, ratings, and products stock!
-------
Original Amazon claim account blocked:
Your Amazon seller account has been permanently deactivated in accordance with section 3 of the Amazon Services Business Solutions Agreement. Continue to ship open orders and respond to customer inquiries to avoid further impact to your account. Funds will not be transferred to you but will stay in your account while we work with you to address this issue in accordance with our "Funds withholding policy":
https://sellercentral.amazon.com/gp/help/external/G9RA9LYBJ3QP27M6
Why did this happen?
We have taken this measure because you have provided compliance documents that appear to be forged or manipulated. All compliance documents that you provide must be original, authentic, and accurate. To learn more about our requirements, go to:
Dietary Supplements:
https://sellercentral.amazon.com/help/hub/reference/G55N3JF2WQS7RVNE?mons_sel_dir_mcid=amzn1.merchant.d.AAXOP6MXDWTNCKWKOMQR72YTYV5A&mons_sel_mkid=ATVPDKIKX0DER&mons_sel_dir_paid=amzn1.pa.d.ACFW4IKYU4PPAJSN3UGDY4S4DIQQ&ignore_selection_changed=true
Examples of products for which you have provided non-authentic compliance documents include, but may not be limited to:
ASIN-XXXXXXXXXXX
TITLE-XXXXXXXXXX
How do I reactivate my account?
To reactivate your seller account, submit evidence demonstrating that the compliance documents that you provided in relation to the previously listed ASIN cases are original, authentic, and accurate.
How do I send the required information?
To submit this information, follow the instructions in the banner at the top of your "Account Health" page in Seller Central:
https://sellercentral.amazon.com/performance/dashboard?reftag=ah_em_rp
What happens if I do not send the required information?
If you do not provide the required information, your account will remain deactivated.
Has your account been deactivated in error?
If you believe that there has been an error and that the compliance documents that you previously submitted are original, authentic, and accurate, please submit evidence to support your claim and we will investigate your concern. If we are unable to confirm that the documents that you provided are original, authentic, and accurate, your account will remain deactivated.
22 respostas
Seller_nRFmxiQg4EGrw
If you downloaded .pdf files and submitted them, then it's possible that they were created improperly and have the flag set showing that it has been modified, and the bots will instantly reject it; this is a very common problem.
You should print the files, then scan them, save under a different name, and submit the scanned version. Or you can convert to .jpg, which does not have the metadata to indicate an edited document.
Seller_NotnKhr6w2vLQ
Hi @Sandy_Amazon, @Jameson_Amazon, @Steve_Amazon could you help me?
Emet_Amazon
Hello @Seller_NotnKhr6w2vLQ,
Thank you for posting your concerns with compliance documentation deemed as forged or manipulated.
Regarding your situation, do you have a related case ID where these documents were provided? This will help us further review the situation and offer additional guidance or ensure the appropriate teams are involved.
- original certificate as I have attached early in compliance request and CPC;
- screenshots of my dialogue with a supplier from 17 November 2021, where I requested new test reports and she provided it to me;
- screenshots from my computer where these original documents have been downloaded and stored on my HDD with the original date of 17 November 2021. So you can check the authenticity of the file;
- We have requested to verify the SGS lab to prove the results of the tests they have completed. SGS Lab has confirmed that document is genuine and is digitally signed with the SGS digital signature. A screenshot of the email with confirmation and the original letter is attached.
I do want to confirm where you are receiving these documents from. Is your supplier having these products tested and providing the documentation to you, or are you individually having them tested? As mentioned by @Seller_nRFmxiQg4EGrw, file types can also play a part if the document shows it was modified, it may not be accepted. We additionally in most of these situations cannot accept screenshots of these documents.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Nikki_Amazon
Hello Deresh,
Thank you for the detailed update.
Finally, Amazon approved the compliance documents request for this product and closed the approval case, but the account is still blocked.
Could you please provide the screenshot of the compliance documents approval? We want to investigate this issue in depth.
Best,
-Nikki
Seller_NotnKhr6w2vLQ
Hello @Seller_kIukTwdhvntAp! I see that you have discussed topics with the same problem as me. Could you check this thread and give me some advice, please?
Seller_NotnKhr6w2vLQ
Hello @Levi_Dylan_Amazon @Roxy_Amazon @Nikki_Amazon@Emet_Amazon,
We have reviewed all the uploads of the compliance documents required by Amazon for all ASINs in the past. So we have updated all the test reports with an actual dates and confirmed genuine from the tested laboratories with email confirmations. All information is attached to the last appeal. So I can say with confidence that all the tests is authentic and valid.
Could you contact the responsible team to check our last submission more closely to change their decision and reactivate our account?
