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Updated charge method - suspended
 

Image: https://i.imgur.com/4ICnDmp.jpg

"Hello,

We are reviewing your Amazon.ca seller account. During our review, you will not be able to sell on Amazon.ca.

Please ship any open orders. If you have funds in your account, they will be available after any amounts paid for A-to-z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer.

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please send an email to payments-investigate@amazon.ca.

Please provide the following documents and confirm there is a valid credit card on file:

--Utility bill with name and address visible
--Business license, if applicable
--If you have active listings, include copies of invoices, receipts, contracts or delivery orders from your supplier issued in the last 90 days.

You can send files in .pdf, .png, or .gif format. These documents must be authentic and unaltered. You may remove pricing information, but the rest of the document must be visible. Please send the documents to seller-performance@amazon.ca.

Once we receive your documents, we will review them and decide whether you may sell on Amazon.ca again."



****! This was triggered when I changed my charge method. Will just a utility bill work for this appeal? Can I use the original utility bill I used when I opened this account 6 months ago? Are invoices required for active listings or can I skip this part?

Re: Updated charge method - suspended
 

https://i.imgur.com/oouCbQy.jpg
https://i.imgur.com/tavYLb3.jpg
https://i.imgur.com/jRtrE4zg.jpg

Should I respond to this suspension here? I clicked "appeal"

Re: Updated charge method - suspended
 

Also just received this email from: pq-seller-assessment@amazon.ca

Your Amazon Seller account has been temporarily deactivated and your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address the following concern(s).

Why is this happening?
We are reviewing your Amazon Seller account for the reason(s) listed below. In order to ensure that customers can shop with confidence on Amazon, we routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items.

How do I reactivate my account?
To reactivate your selling account, please address the following concern(s):

You are offering items that may be inauthentic. A list of these items is provided below:

-------------------------------------
ASIN: *CENSORED*
Brand: *CENSORED*
Title: *CENSORED*
-------------------------------------
ASIN: *CENSORED*
Brand: *CENSORED*
Title: *CENSORED*
-------------------------------------
ASIN: *CENSORED*
Brand: *CENSORED*
Title: *CENSORED*
-------------------------------------

Please send us the following information:
-- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days. The quantity of items shown should match your inventory.
-- If you are not the brand owner, provide an authorization letter and a complete set of documentation, including authorization letters, to prove a valid supply chain.
-- If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.
-- Contact information for your supplier, including name, phone number, address, email, and website.

You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.

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.ca/gp/help/201165970)
-- Policies and Agreements (https://sellercentral.amazon.ca/gp/help/521)

How do I send the required information?
Please submit this information to pq-seller-assessment@amazon.ca.

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), we may not allow you to sell on Amazon. Failure to successfully appeal this decision may result in us permanently withholding any payments to you.

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.ca.

Sincerely,

Seller Performance Team
https://www.amazon.ca

Re: Updated charge method - suspended
 

Any suggestions for suspension appeal companies?

I am not a brand owner and do not have an authorization letter either.

Super stressed right now

Re: Updated charge method - suspended
 

Links to other websites

Re: Updated charge method - suspended
 

So you your selling items you don’t have the right to sell at the moment

Have you talked to your supplier? That would be my first stop and see what sort of arrangement they have with the rights holder and if they are an approved supplier, if so it’s possible they can help get an official letter of authorisation

Re: Updated charge method - suspended
 

They do not allow Amazon sales, only brick and mortar type stores. Do you except a letter of authorization is mandatory in a case like mine or would just the invoice suffice?

I also talked to this company, they stated can take my case for $2000 https://www.amazonsellerslawyer.com/services/

Im considering appealing my self with just the single invoice from my supplier with no letter of authorization. How do you think this would turn out? Any suggestions?

Re: Updated charge method - suspended
 

Im a textbook buyback business. I dont have a supplier and buy used textbooks directly from students. I have handwritten invoices stating I *my name* has purchased the following books on this date with the ISBN of the books I bought and a price next to them and with the students name, number, signature, address, etc. Would these be accepted by Amazon?

Re: Updated charge method - suspended
 

do NOT, I repeat, do NOT spend that money on an appeal service.
They are doing the same thing as everyone else who just send in some letters.

Re: Updated charge method - suspended
 

How do you get this documents they request?

Re: Updated charge method - suspended
 

Im not paying for an appeal service, I simply called a bunch to get suggestions.

My question is if handwritten invoices for used textbooks will be accepted. Appeal company stated if I explain im a buyback business who buys used books from students they will accept handwritten notes.

Is this true?

Re: Updated charge method - suspended
 

No, it's not true...

I know exactly how Amazon works specially when it comes to suspension.

I'm a brand owner with certificates from regional AND federal commissions.
And it took me a week to get my account back in order when something like this happened.

You don't have anything right now. I feel you. Truly do.

Re: Updated charge method - suspended
 

you are selling used textbooks,but then you also said your supplier does not want their items to be sold on internet,just brick and mortar store.
so what is AMZN complaining,the used text books or the other which you bought from your supplier.

Re: Updated charge method - suspended
 

are used text books treated differently from used books?
many of us will read a book and then list it on AMZN just to get rid of it,no one asked if we have a vendor invoice?

Re: Updated charge method - suspended
 

Heres what happend. I changed my charge method and two things happend

1) I was deactivated and amazon requested: utilility bill and invoices for active listings

2) An additional notification to provide invoices for 3 specific asins and a authorization letter.

So there are two current issues with the account. As stated all my textbooks are bought used from students with handwritten invoices. People are saying they wont be accepted - so I am thinking of appealing just with my coffee product invoice and my utility bill.

you sell coffee product?besides used text books?
what product does AMZn inquire?coffee or books?

also you ask if t will accept the utility bill from the time you open your account?
do you have a more current bill>

Re: Updated charge method - suspended
 

In the first email amazon requested invoices for all active listings. The second email amazon targeted 3 asins (coffee products). Idk if the coffee invoice would be enough to cover "all active listings".

I can get a more current utility bill, a phone bill to be specific.

Re: Updated charge method - suspended
 

I just changed a payment method and they suspended for the same utility bill, business license thing. I've been selling for over a year on this store, same thing, no issues at all.

Re: Updated charge method - suspended
 

And were you able to fix the issue? Did you appeal and get reinstated?

Re: Updated charge method - suspended
 

When I say just, I mean like an hour ago. I'm sending over my power bill and business license..and waiting to see what they say.

Re: Updated charge method - suspended
 

Same. They didn't ask for invoices for active listings?

Re: Updated charge method - suspended
 

they did. I got the exact same message, but I'm not going to send that....they don't need my supplier information. I've sold the same brand for over a year now. I'm not some new random seller doing thousands of orders a day.

Re: Updated charge method - suspended
 

Let me know what happens, I will too about to submit.

Re: Updated charge method - suspended
 

Seller Perf is always so confusing. They state to contact them at seller-performance@amazon.ca but replies stating this email cant be contacted lol.

I just created a new case in my seller account and attached the docs in there.

Re: Updated charge method - suspended
 

what is Perf?
if they are targeting 3 listings of your coffee product,and your supplier does not want anyone selling online,there must be some problem there.

Re: Updated charge method - suspended
 

Seller Performance.

Re: Updated charge method - suspended
 

Should I appeal directly to the suspension or should I create a case?

The appeal option asks why you were suspended, your plan of action, etc. My account is "under review" but still says suspended.

I created a case and uploaded the requested documents.

Re: Updated charge method - suspended
 

I sent them my information and got an email this morning saying that I could continue selling. Not sure what their problem was.

Re: Updated charge method - suspended
 

I appealed the suspension in my account with a plan of action with a copy of my invoice and utility bill. Today I sent an email to pq-seller-assessment@amazon.ca with a copy of my invoice.

Who / how did you send them your information? What did you send them?

Re: Updated charge method - suspended
 

If you need help with appeal service head over to the account services section on the forum

Ensure you write a poa of which directly addresses the issues highlighted in their email. Ensure the doc you send is valid and the credit card is in your name and registered to your address

Re: Updated charge method - suspended
 

Thanks.

I submitted POA on the 16th with utility bill + invoices, confirmed the credit card was valid. Last email from seller performance was from pq-seller-assessment@amazon.ca on the 17th saying they're still reviewing my account.

I also sent the invoices to pq-seller-assessment@amazon.ca because this is what one of the emails asked of me. seller performance sent me like 4-5 emails (some being duplicates). They're confusing because they'll say send this to seller-performance@amazon.ca but this email wont accept incoming emails... Very misleading.

How long should I except to wait?

Re: Updated charge method - suspended
 

Sounds like you got the typical doc request after changing the charge card, then the account has been manually reviewed and have been asked to prove authenticity.

Amazon said on the 17th they are reviewing the account so know you just have to wait. Do not send follow up emails saying' hey, just checking in....' this is unprofessional and useless.

Re: Updated charge method - suspended
 

Also follow up emails will put your case to the back of the queue.

They need concise info addressing the issues. Wait till the review finishes

Re: Updated charge method - suspended
 

How long should one reasonably wait after they say they are reviewing the account? There are multiple situations of people waiting weeks, months and end up hearing no response. It does not make sense to wait unrealistic times with no idea if they will even contact you.

A summary of my account:

5/16/19

1)Update charge method
2)Receive 3 duplicate "We are reviewing your Amazon.ca seller account" emails from seller-performance@amazon.ca. They ask for: utility bill, business license (if applicable), invoices for active listings and confirm valid CC on file.
3) 10 minutes later pq-seller-assessment@amazon.ca emails me asking for invoices on 3 ASINS and my supplier contact info.

5/17/19

1) Appeal pq-seller-assessment@amazon.ca suspension in my acccount with a POA, my invoice and supplier contact info
2) Contact SP using the "contact us" tab in seller account with my invoice for the 3 ASINs, my utility bill and confirm valid CC. [case says answered but they didnt respond]
3) Receive email from pq-seller-assessment@amazon.ca "We are still reviewing your account. We will send you an email when we finish the review."

5/18/19

1) Email pq-seller-assessment@amazon.ca my invoices from my supplier for the 3 ASINs.




ALSO FYI, SP .ca email does not accept incoming emails.

https://i.imgur.com/cDNx47fg.jpg

Re: Updated charge method - suspended
 

It only took them about a day to get back to me. I just went to the contact us link after I got that email back as well.

Re: Updated charge method - suspended
 

Did you get a "We are still reviewing your account. We will send you an email when we finish the review." email?

Re: Updated charge method - suspended
 

No, they didn't send me anything back until the following day, and it was just thank you the hold has been removed.

Re: Updated charge method - suspended
 

Sent an update request to SP today through the contact us form. Confirming if pq-seller-assessment@amazon.ca got my invoice or if anything else is required.

Re: Updated charge method - suspended
 

I have the same issue.
Updated a new credit card, then my amazon seller account was suspended.
what should I do ?

Re: Updated charge method - suspended
 

Respond with what they want. I got reinstated after maybe a week.

Also, ask for updates. Ignore the idiots on the seller forums who suggest waiting >1-3 months and not to message SP for confirmation or if they need anymore information. I asked for update and confirmation on two accounts in same situation, was reinstated within 6-8 hours after asking.