Your Amazon Seller account has been temporarily deactivated and your listings are no longer active. Funds will not be transferred to you but will be held in your account while we work with you to address the following issue.

 

Why is this happening?

You have not sent us the information we requested that addresses the complaints about the authenticity of the items listed at the end of this email. In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. 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.com/gp/help/201165970)

-- Policies and Agreements (https://sellercentral.amazon.com/gp/help/521)

 

How do I reactivate my account?

To reactivate your account, please send us the following information:

1) Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below

--These documents should reflect your sales volume during the last 365 days.

--Please include contact information for your supplier, including name, phone number, address, and website. 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.

 

2) A plan of action that explains:

-- The root cause(s) that led to the complaints about the authenticity of your items.

-- The actions you have taken to resolve the complaints about the authenticity of your items.

-- The steps you have taken to prevent future complaints about the authenticity of your items.

 

Here are a few things to consider as you create your plan:

--Sourcing: Are you sourcing the product from a trusted supplier?

--Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?

--Packaging: Is the product in its original packaging as listed on Amazon?

-- Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

--Review your communications from buyers to better understand the issues.

--Be as specific as possible in your plan.

--Do not limit your plan to issues with specific orders.

 

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

 

How do I send the required information?

Please submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html). 

 

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 and any FBA inventory of the items that caused “inauthentic” complaints may be destroyed at your expense. 

 

We’re here to help

The Account Health Support team is available 7 days a week to address your concerns in detail. To request a call from the Account Health Support team between 7:00 am to 6:00 pm Pacific Standard Time use this link: (https://sellercentral.amazon.com/cu/contact-us/cmn/QUALITY) or between 9:00 to 5:00 China Standard Time use this link: (https://sellercentral.amazon.com/cu/contact-us/cmn/MARKETPLACE).

 

You can view your account performance at (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_op) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. Your Account Health shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

-- Download iOS App at (https://itunes.apple.com/na/app/amazon-seller/id794141485) 

-- Download Android App at (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl)

 

Sincerely,

Seller Performance Team

amazon.com

http://www.amazon.com