Amazon suspension, please help!

Jobags · #1 09-25-2018

This is the message I’ve received today after sending all of my invoices and plan of action to them several times. Can someone please help?

Hello,

You have not provided us with a viable plan of action. As a result, you can no longer sell on Amazon.co.uk and your offers have been removed from that site. A temporary hold has been placed on any funds from your Amazon.co.uk sales.

We encourage you to resolve any pending orders. Any amounts paid for A-to-z Guarantee claims or chargebacks may be deducted from the funds in your account.

Most holds are removed within 90 days, but funds may be held longer. For example, claims or chargebacks on your orders could extend the hold beyond 90 days.

Once the hold is removed, any remaining funds will be available per your settlement schedule. Balance and settlement information will be available in the Payments section of Seller Central. If you have questions about these funds, please write to payments-investigate@amazon.co.uk.

If you want to appeal this decision, please follow this link: https://sellercentral.amazon.co.uk/cu/contact-us.
Sincerely,

Seller Performance Team
https://www.amazon.co.uk

**SaiJin** · #2 09-25-2018

THere's still an appeal link in the bottom that you can do that.

What's the plan of action you gave them so far?
Because obviously they are not liking that.

rsot · #3 09-25-2018

@OP, SaiJin is on your case right now so let her mentor you well - you'll get through the process but in case of failure, best to get other accounts going as backup

Jobags · #4 09-25-2018

PLAN OF ACTION
I understand that the root cause of this problem is i have had complaints of authenticity from my buyers regarding my avon skin so soft dry oil body spray. The problem that i have identified is that avon print other languages on their bottles, this is because they need to cater for other than just english speaking customers. They do also print english on them.

To resolve this I have removed the affected listing from my inventory and I have updated my product information in the description to include how the customer is to peel the label to reveal instructions to keep them well informed so it will ensure there is never another complaint.
In future orders i will include information on how to peel a label to reveal all product information in all languages and also include my Avon representative information so they can see i am one of Avons leading UK representatives.

The actions i have taken will keep the complaints from recurring, customers will be able to see how to get all the product information they need and they will also be able to see I am one of Avons leading uk sellers. I have reviewed all my listings to make sure they comply with Amazon policies and I will continue to monitor my listings to make sure they continue to comply. I have reviewed all of my inventory to ensure products are accurately described.

To resolve this issue i have always offered the customer a full refund or offer them any other solution to their needs.
My products are always and will always be stored in the correct climates for their needs.
All appropriate steps have been taken and quality checks made to ensure that enough packaging is used to pack my products carefully and securely. And all orders are always and will always be shipped on time.

I have always purchased all of my inventory from a genuine supplier (Avon) and will always continue to do so in the future.
I do and will always regular inspect my inventory to make sure it always complies with amazon policies and that my products are all accurately described and always in original packaging.

Above is what i've sent plus all my invoices showing me buying them. they are all legit items and account.

phaz0rz · #5 09-25-2018

POA seems completely viable to me. You've been wronged..

**SaiJin** · #6 09-25-2018

Ok, so first off it's a beauty / health product. Second it's Avon.

The authenticity complaints, do you know how many of these you got?

And that plan of action seems good to me, plus invoices too....
But I don't think I see anywhere mentioning that the items are authentic from your end.
You need to make it clear.

Get an email or certificate from Avon with your name on it proving that it's legitimate and give that to amazon. Tell them that THIS is proof that you are authentic and your customers are idiots.... well leave the last part out.

Jobags · #7 09-25-2018

I got two complaints within a few weeks of each other (makes me think it’s a competitor) ok I will try and get something from Avon, hopefully they will help. Thanks for your help, it’s so flustrating when you have done nothing wrong but Amazon are not listening.

#8 09-25-2018

Have they requested for additional invoices or does it appear like they have accepted them and only want a POA?

Jobags · #9 09-25-2018

The one before last email just said that my poa was not viable, so they seemed to of accepted my invoices. Yes.

**SaiJin** · #10 09-26-2018

Quote:

Originally Posted by Jobags

I got two complaints within a few weeks of each other (makes me think it’s a competitor) ok I will try and get something from Avon, hopefully they will help. Thanks for your help, it’s so flustrating when you have done nothing wrong but Amazon are not listening.

I truly understand how you feel. But we hacve to get used to this.

So did you say they accepted the invoices from you or are they asking them and you are preparing right now?

Make sure you give them everything.

Jobags · #11 09-27-2018

They haven’t said they have accepted the invoices but the last time they didn’t ask for the invoices again, like they did before they just asked for my poa again.
I have appealed, I’ve sent them all invoices and poa just waiting now to see what they come back with. I went to Avon head office yesterday, they have given me a signed certificate.

**SaiJin** · #12 09-27-2018

you'd want to give that to them asap. That signed certificate is important.

Jobags · #13 10-02-2018

I’ve heard nothing from amazon, I’ve contacted them twice, they just email me saying they are looking into my account. Should I email Jeff? If so what to I send him?

Kingbagel · #14 10-02-2018

I just received the email that my account is being reviewed. Best bet is just to give it some time.

rsot · #15 10-02-2018

Quote:

Originally Posted by Kingbagel

I just received the email that my account is being reviewed. Best bet is just to give it some time.

Hope it works out

Kash · #16 10-03-2018

Hi, recently I got suspended by Amazon due to selling in-authentic auto parts. Now I have been back and forth with the Appeal and they always reply with the following :
Your plan does not sufficiently address the complaints we received about your listings. To be sufficient, your plan must include:

-- The issue that caused the complaint
-- Steps you have taken to resolve the complaint
-- How you will prevent similar complaints

Any suggestion what should be my response ? is there any hope of getting my account back.
First, they asked for invoices which I provided, they didn't mention invoices in their last messages. What should I do?

Jobags · #17 10-03-2018

Quote:

Originally Posted by Kash

Hi, recently I got suspended by Amazon due to selling in-authentic auto parts. Now I have been back and forth with the Appeal and they always reply with the following :
Your plan does not sufficiently address the complaints we received about your listings. To be sufficient, your plan must include:

-- The issue that caused the complaint
-- Steps you have taken to resolve the complaint
-- How you will prevent similar complaints

Any suggestion what should be my response ? is there any hope of getting my account back.
First, they asked for invoices which I provided, they didn't mention invoices in their last messages. What should I do?

This is exactly what happened to my account, I had to appeal again, now waiting for a reply, it’s been 6 days since the last appeal, 3 weeks in total!! If you’ve done nothing wrong kept trying, they cannot do this to our businesses, it’s not fair.

Kingbagel · #18 10-03-2018

They will answer you quicker if you call seller support and ask them about the issue. They will "escalate" the appeal. Seems to usually work for me.

Lucky100 · #19 10-04-2018

Any solution? They accepted invoices but won’t accept my plan of action even professionally written

Jobags · #20 10-11-2018

I sent my appeal on the 25th sept and have still not heard anything, is this normal???

#21 10-13-2018

Quote:

Originally Posted by Jobags

I sent my appeal on the 25th sept and have still not heard anything, is this normal???

Give it the full 30 days if you don't hear anything by then, you can try giving them a call to escalate the issue, or sending them another msg

Jobags · #22 10-18-2018

I’ve now received this from amazon, I’m going round in circles with them!!

Any suggestions will be welcome?

Hello,

We still need more information about your plan to address inauthentic complaints.

Please reply to this email with a plan that explains:
-- The issue that caused the complaint
-- Steps you have taken to resolve the complaint
-- How you will prevent similar complaints

Here are a few things to consider as you work on resolving this:
--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?

Please 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.

Get help creating your plan in Seller Central Help: (https://sellercentral-europe.amazon....help/200370560)

Learn more about our policies in Seller Central Help:
-- Prohibited Seller Activities and Actions (https://sellercentral-europe.amazon....help/200386250
-- Product Detail Page Rules (https://sellercentral-europe.amazon....help/200390640)
-- Condition Guidelines (https://sellercentral-europe.amazon....help/200339950)