Amazon account suspended with almost 3000 items and a lot in fba inventory

[BlueDot]

Our amazon account first was with selling privileges suspended because of customers complains about counterfeit. We have more than 100 brands and almost than 3000 listings and over 20000 units and we sell over 400k per month and have almost 450k in fba inventory.
Amazon requested documents to prove product was not counterfeit, we provide all documents, with all paper trail from manufacturer, and in the way they requested, do not blackout purchaser from manufacturer, so we open totally our sources. We do not sell counterfeit products, we keep all paper trail. it is already 3 weeks we keep sending more and more information, last week they said they review our account and still thinking is counterfeit and that our account is suspended. we know 100% products comes from the manufacturer, we have the proof of pickup from manufacturer or the deliver from them. how can we talk to someone or what to do at this point.
we have over 20 people between warehouse people and admin selling for amazon, not selling for 3 weeks is hurting us a lot and you know that, now I learn we made a lot of mistakes and violate amazon policies, but nothing intentional more because of not knowing. very hard to control all the salespeople on how they set prices, listing restricted items, but it looks amazon was allowing them to send to fba. we learn now of the mistaes and trying to fix them. we started removing fba inventory on restricted items now product is arriving with a lot of damages and we have no where to claim since we cant open a case. if this is happening now to remover almost 500k of inventory will be crazy and with no one to talk.
you went thru this and already know how frustrating and stressful this situation is, we trusted on amazon sending all this inventory, and now we have no one to talk. we cant go bankrupt, Please share with us what to do, we cant return all that fba inventory that can lead us into a bankruptcy, when amazon returns product they are not careful and a lot of product comes damaged and we cant open a case, beside receiving all prepack product with amazon asin will be crazy. we don't know what else to do since we cant talk to anyone, and the emails received seems to be asking for the same information over and over with no more explanations.

[zaidy88]

Have you tried contacting the original complainant and tried to resolve it directly with them so they withdraw their complaint with Amazon?
Amazon usually provides an email address of the person who complained and sometimes a name. If the email address is from a Company and not something like Gmail, Ymail etc, then try googling the company name and get a phone number. Try calling and chatting with the guy who complained.

How many policy violations have you had for this before and is this your first suspension?

Have you appealed the suspension?

[TonyAlmeida]

Amazon usually provides an email address of the person who complained and sometimes a name

When did this happen?

[zaidy88]

Originally Posted by TonyAlmeida

When did this happen?

Most copyright violation notices I have received from Amazon have included the email address of the complainant.

Here's one I received recently (obviously without real name and email):

'To resolve this dispute, we suggest that you contact the rights owner directly:

Name Name
brandprotection@emailaddress.com

If you resolve this matter with the rights owner, please advise them to contact us at notice@amazon.co.uk to withdraw their complaint. We ask that you refrain from posting items manufactured by this rights owner until you have resolved this matter.'

[TonyAlmeida]

Thank you I never get complaint before and didn't know it

[Gamefreak]

Originally Posted by zaidy88

Most copyright violation notices I have received from Amazon have included the email address of the complainant.

Here's one I received recently (obviously without real name and email):

'To resolve this dispute, we suggest that you contact the rights owner directly:

Name Name
brandprotection@emailaddress.com

If you resolve this matter with the rights owner, please advise them to contact us at notice@amazon.co.uk to withdraw their complaint. We ask that you refrain from posting items manufactured by this rights owner until you have resolved this matter.'

Customer complaint and rights owner complaints are two different things. Amazon will NOT under NO circumstances tell you what customer complained about f@ke but they will if rights owner do.

OP probably didnt right a well written appeal and sadly just got canned.

OP you will need to email jeff@amazon for help. If you do and they deny your appeal there (with the sales you have they usually assign you an account specialist ) then consider it pretty much over and request your items back from amazon

Amazon doesn't usually suspend over one complaint unless its rights owners that bought from you.

[H4ck]

Consider talking to a lawyer and suing them go to court and provide all the necessary documentation

[Taking The Micky]

OK, have you complaints from the rights owner or just a customer complaint.

How many notices from amazon have you received in the past, did you ignore these or address the problems.

You need to a well written appeal to jeff@amazon.com, in this you need to accept you have made mistakes and your plans on how to remedy these mistakes so will not happen in the future. You need to explain you business fully and how important amazon is to you now and your plans for the future.

However if you have had a complaint from the rights holder you account account is dead, but as its just suspended I would suspect its customer complaints or you have priced your goods to cheap and amazon for this reason suspect they are ⊗⊗⊗⊗.

[Freakman]

Wow. Hopefully you get this resolve with Amazon. This is the FBA horror stories I hear about. You either pay them per item to ship back to you or pay something like 15 cents per item for them to destroy them.

[pothos]

I feel Amazon can buy from the manufacturer you provided and make profit.

[jackdanielsbtch]

sorry if you do $400k per sales (i figured you'd have better English) and that's almost $5M a year.

chances are you not just getting some dumb employee that "accidentally" banned you. I am sure MULTIPLE people looked at your account, including people with business degrees and law degrees and high up people, and they suspended you.

And they would not suspend a $5M sales/year account unless they were 100% sure.

I don't think a lawyer would help since Amazon can suspend anyone for any reason, but I'd get one regardless.

Again, no offensive, but I highly doubt you are selling any where near $5M a year

[sneakerdad27]

Amazon will quickly suspend a $5M/year account if it's not the brand owner doing the selling. I know from experience. While I wasn't doing 5M, but just shy of 1M, they canned me quick behind the same thing, "MAY be selling counterfeit."

It's an easy way out for them because you can't dispute the word "may". The reason they do this is to protect from lawsuits from Brand owners and well, YOU. Making that much money per year you should definitely have a law firm on retainer. I do.

They initially accused me of a Charge when ship violation. My firm fixed that accusation quickly and I was back to selling within hours of my attorney contacting them. Then a few months later came the "may be selling counterfeit" I had 1 complaint of that and I got suspended. Best thing to do is sell low-risk items or your own brand of things.

[rsot]

Welcome to the forums BlueDot.