Blocking immediately after registration + complete ignore
Hello.
We are a European seller. We barely just registered for Amazon, verified our documents, bought a plan, and as soon as we uploaded the listings, we were informed that we had a fake product and were blocked.
This product is a face cream that is produced in Europe and is available in every second store.
“This sounds ridiculous” - I thought. Well, okay, maybe a system error or something like that… I uploaded all the invoices where the purchase of this cream appeared, well, everything is as always.
And do you know what they answered me after a month(!) of consideration?
- Your invoices are fake too!
I swear I’ve seen a lot in business. BUT THAT I have never seen in my life, this is the level of absurdity that is impossible for anyone to reach.
At the moment, the account is blocked, no one answers absolutely - a complete ignore. They simply mark all created cases as “answered”.
Thus, we did not sell anything, we were accused of everything that we have fake goods, fake invoices, fake computer from which I write these messages, and I myself am probably also fake in the opinion of Amazon Australia!
But I won’t leave it that way. I want your advice, how can I get the truth?
Are there any emails where I can write?
Thanks everyone for the answers.
Blocking immediately after registration + complete ignore
Hello.
We are a European seller. We barely just registered for Amazon, verified our documents, bought a plan, and as soon as we uploaded the listings, we were informed that we had a fake product and were blocked.
This product is a face cream that is produced in Europe and is available in every second store.
“This sounds ridiculous” - I thought. Well, okay, maybe a system error or something like that… I uploaded all the invoices where the purchase of this cream appeared, well, everything is as always.
And do you know what they answered me after a month(!) of consideration?
- Your invoices are fake too!
I swear I’ve seen a lot in business. BUT THAT I have never seen in my life, this is the level of absurdity that is impossible for anyone to reach.
At the moment, the account is blocked, no one answers absolutely - a complete ignore. They simply mark all created cases as “answered”.
Thus, we did not sell anything, we were accused of everything that we have fake goods, fake invoices, fake computer from which I write these messages, and I myself am probably also fake in the opinion of Amazon Australia!
But I won’t leave it that way. I want your advice, how can I get the truth?
Are there any emails where I can write?
Thanks everyone for the answers.
11 replies
Seller_aDS3AZdbOqIIH
Hello This is Rin from Amazon to help you.
Thank you for submitting your invoice.
I would recommend you to write more specific information about your situation.
If possible would you be able to show us more information on what sort of invoice and/or Plan of action you have submitted?
To help the forum community to understand your situation, it would be helpful if you post part of your performance notification you have received upon the deactivation of your account.
Additionally, I would recommend double checking your invoices as well.
An invoice generally required the following.
–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.
Additionally if you required plan of action, it should have;
– The root cause(s) of current problem
– The actions you have taken to resolve current problem
– The steps you have taken to prevent current problem going forward
If you have any trouble with how to write plan of action, please submit your questions here.
Thank you for your post. I hope my response is helpful towards your business.
Best Regards,
Seller_NRyXEvHc9PDig
I also want to note that for our any contacts to Amazon through the available methods, they send a message to the mail:
"Dear Seller,
Thank you for submitting your appeal. This email address no longer accepts incoming messages and emails sent to this alias will not be reviewed by Amazon. ”
Therefore, there is NO WAY to contact the Amazon! Here is such a “serious” company. It’s just a shame.
I am awaiting a response from a representative on this forum.
Seller_AzQSWZronSHWV
Hi EU.Cosmetology,
This is Goro with Amazon. Thank you for asking about your issue on SellerForum.
Also, thanks for sharing the invoice that you’ve submitted to our seller performance team.
If our seller performance team announced you that the invoice submitted are invalid, we would recommend you to check if the invoice satisfy following requirements that we’ve posted last time.
Also, those documents which you submit to our seller performance team must be authentic and unaltered. You may remove pricing information, but the rest of the document ‘must be visible and unaltered’.
Have you submitted Plan of Action as well? If not, we recommend you to consider as you create the 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.
Do not forget that your Plan of Action should explains following 3 points:
– The root cause(s) that caused 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.
About this issue, please submit your documents following Appeal button on the Account Health page in Seller Central (https://sellercentral.amazon.com.au/performance/dashboard)
Hope these information might help you to reactivate your selling account.
The forum community and We are here to help if you have any additional questions or concerns.
Please let us know if there’s additional concerns so that we could help you.
Goro
Seller_lN6gYJT1usLcV
Hello EU.Cosmetology,
This is Emi with Amazon.
Unfortunately, we are not able to give you the reason why your invoice got rejected. Was an invoice the only document that was asked for? Were there any instructions to submit a Plan of Action?
If you are not able to provide the required documents via the appeal button, you may consider the following alternatives.
- Provide the documents via email. In the notification that you received, there should be a sender email address that you can use.
- Provide the documents via case log. In Seller Central Help, click Contact Us to open a case.
We accept all types of formats including PDF, JPG, GIF and PNG. However, if the file is too large, please consider compressing the file before submission.
If you haven’t submitted Plan of Action, we recommend you to consider providing the plan.
Regards,
Emi
Seller_HsYGyD2JCYzsG
Hi guys,
I am Australian but currently living in the UK to care for a relative. I opened up an account with UK & EU with no issues and also had fantastic help from Seller Central when I needed it. In contrast, I then tried to open up an account in Australia, in preparation for my return and have had nothing but hassle trying to open it. The Help Desk is useless and sends generic emails with no true assistance and now they are trying to charge me for a professional account although my account was deactivated from the start. I thought Amazon wanted to make money and help people start a business but not in my case. Terrible.
Hope you get a better service. Good Luck
