Account Deactivated: Please help me with my Plan of Action
Hi all,
Please help me with my Plan of Action. I started selling recently and did the rookie mistake of sourcing from Alibaba without the required due diligence. I now know that what I sourced might have been an inauthentic product. I have taken 3 months to discard all my inventory and take multiple courses on amazon selling and have read almost all Amazon policies. I want to acknowledge my mistake and get a chance to start anew.
I received a Product Authenticity Complaint on Nov 20. The listing was blocked and Amazon requested an invoice. I reached out to the supplier and got a commercial invoice, which was rejected by Amazon. However, as soon as I told the supplier about product authenticity, they started ghosting me. I stopped selling on Amazon altogether after that to get my act together, and have prepared this Plan of Action. I haven’t submitted it yet.
Dear Amazon Australia Seller Performance Team,
Thank you for providing me with the opportunity to appeal my seller account’s suspension due to product authenticity customer complaints.
I understand that Amazon takes complaints about product authenticity very seriously and I would like to share with you my Plan of Action in which I explain what I have done to resolve the issue and what I will do to prevent similar complaints in the future.
# What happened:
## For ASIN XXXXXXXX:
- The listing was removed by Amazon following a Product Authenticity complaint on 1st Nov 2020.
- I reached out to the supplier for the documents requested by Amazon and they sent me a Commercial invoice for the first order. I added the invoice in my first appeal.
- After Amazon Seller Performance team rejected the Commercial invoice, I requested the supplier for more information and informed them about the product authenticity complaint. At this time, the supplier stopped responding to my messages. After multiple tries, I’ve come to the conclusion that the supplier will not be responding, and I do not have the documents necessary to prove that ASIN XXXXXXXX was authentic.
- My Amazon seller account was deactivated on 27th Jan 2021.
### Root Cause
I believe the root cause of the problem was my ignorance and lack of knowledge. While I did product checks by matching the logo, UPC and colour of the item with the listing, I sold a product without a letter from manufacturer or checking that I can sell it. To the best of my knowledge when I created the listing, I believed that I was selling a genuine item. In hindsight, I acknowledge that it was a huge lapse in judgement that led to the product authenticity issue.
I also got really scared after the supplier stopped responding and it took me all this time to learn the Amazon policies, come up with a Plan of Action and create processes to back it up.
# What I have done to address the problem:
## For ASIN XXXXXXXX:
I will no longer sell the item for ASIN XXXXXXXX. I request Amazon to destroy any remaining inventory and I take full responsibility for the incident.
## Other Actions Taken:
After receiving the complaint, I recalled all of my Amazon inventory and took the following steps:
### Awareness about Amazon Policies
I have taken 3 months to reeducate myself on all Amazon policies, especially the policies related to Product Authenticity. I will regularly read Amazon policies and guidelines to make sure that I’m no in violation. I will also keep an eye on any changes in Amazon policies and react proactively in case it affects my account.
### Existing inventory
I have discarded all previous inventory and have established new suppliers who will be able to provide all documentation required by Amazon at any time.
### Supplier Selection
All suppliers I engage with will be selected based on the following criteria:
- The supplier has a business license and is able to provide me with the details for it.
- The supplier has been operational for at least 2 years, has a valid physical address as well as a website and phone number.
- The supplier can provide me valid rights to sell the product in a letter from the product manufacturer mentioning my name and my Amazon Australia Seller Account.
- The supplier allows me to create an account on their website.
- The supplier provides tax invoice for all products.
- The supplier’s website has photos of supplier operations and testimonials and certifications from subsidiaries, partners, or contractors.
### Product Checking
I will take the following steps to prevent a product authenticity complaint in the future.
- As I sell from home, all inventory reaches my house before I ship to fulfilment centre. I will personally check the inventory to make sure all products are authentic and match the listing description.
- I will only list a product after I have the following documentation ready
- Tax invoice for the shipment, which includes invoice date, my name and address matching my seller account, name and address of the supplier and supplier contact details including a phone number and an email address.
- Letter from product manufacturer allowing me to sell the product.
I believe that this plan sufficiently addresses the issue and I hope I will be able to continue selling on Amazon.
Sincerely,
XXXXX
Account Deactivated: Please help me with my Plan of Action
Hi all,
Please help me with my Plan of Action. I started selling recently and did the rookie mistake of sourcing from Alibaba without the required due diligence. I now know that what I sourced might have been an inauthentic product. I have taken 3 months to discard all my inventory and take multiple courses on amazon selling and have read almost all Amazon policies. I want to acknowledge my mistake and get a chance to start anew.
I received a Product Authenticity Complaint on Nov 20. The listing was blocked and Amazon requested an invoice. I reached out to the supplier and got a commercial invoice, which was rejected by Amazon. However, as soon as I told the supplier about product authenticity, they started ghosting me. I stopped selling on Amazon altogether after that to get my act together, and have prepared this Plan of Action. I haven’t submitted it yet.
Dear Amazon Australia Seller Performance Team,
Thank you for providing me with the opportunity to appeal my seller account’s suspension due to product authenticity customer complaints.
I understand that Amazon takes complaints about product authenticity very seriously and I would like to share with you my Plan of Action in which I explain what I have done to resolve the issue and what I will do to prevent similar complaints in the future.
# What happened:
## For ASIN XXXXXXXX:
- The listing was removed by Amazon following a Product Authenticity complaint on 1st Nov 2020.
- I reached out to the supplier for the documents requested by Amazon and they sent me a Commercial invoice for the first order. I added the invoice in my first appeal.
- After Amazon Seller Performance team rejected the Commercial invoice, I requested the supplier for more information and informed them about the product authenticity complaint. At this time, the supplier stopped responding to my messages. After multiple tries, I’ve come to the conclusion that the supplier will not be responding, and I do not have the documents necessary to prove that ASIN XXXXXXXX was authentic.
- My Amazon seller account was deactivated on 27th Jan 2021.
### Root Cause
I believe the root cause of the problem was my ignorance and lack of knowledge. While I did product checks by matching the logo, UPC and colour of the item with the listing, I sold a product without a letter from manufacturer or checking that I can sell it. To the best of my knowledge when I created the listing, I believed that I was selling a genuine item. In hindsight, I acknowledge that it was a huge lapse in judgement that led to the product authenticity issue.
I also got really scared after the supplier stopped responding and it took me all this time to learn the Amazon policies, come up with a Plan of Action and create processes to back it up.
# What I have done to address the problem:
## For ASIN XXXXXXXX:
I will no longer sell the item for ASIN XXXXXXXX. I request Amazon to destroy any remaining inventory and I take full responsibility for the incident.
## Other Actions Taken:
After receiving the complaint, I recalled all of my Amazon inventory and took the following steps:
### Awareness about Amazon Policies
I have taken 3 months to reeducate myself on all Amazon policies, especially the policies related to Product Authenticity. I will regularly read Amazon policies and guidelines to make sure that I’m no in violation. I will also keep an eye on any changes in Amazon policies and react proactively in case it affects my account.
### Existing inventory
I have discarded all previous inventory and have established new suppliers who will be able to provide all documentation required by Amazon at any time.
### Supplier Selection
All suppliers I engage with will be selected based on the following criteria:
- The supplier has a business license and is able to provide me with the details for it.
- The supplier has been operational for at least 2 years, has a valid physical address as well as a website and phone number.
- The supplier can provide me valid rights to sell the product in a letter from the product manufacturer mentioning my name and my Amazon Australia Seller Account.
- The supplier allows me to create an account on their website.
- The supplier provides tax invoice for all products.
- The supplier’s website has photos of supplier operations and testimonials and certifications from subsidiaries, partners, or contractors.
### Product Checking
I will take the following steps to prevent a product authenticity complaint in the future.
- As I sell from home, all inventory reaches my house before I ship to fulfilment centre. I will personally check the inventory to make sure all products are authentic and match the listing description.
- I will only list a product after I have the following documentation ready
- Tax invoice for the shipment, which includes invoice date, my name and address matching my seller account, name and address of the supplier and supplier contact details including a phone number and an email address.
- Letter from product manufacturer allowing me to sell the product.
I believe that this plan sufficiently addresses the issue and I hope I will be able to continue selling on Amazon.
Sincerely,
XXXXX
20 replies
Seller_LFG5Jjq5hnfXB
It looks like a long plan of action but I hope some of the Amazon forum moderators can assist you. Good luck!
Seller_1z263kGT1kObH
Hi Deety, below is one of the examples POA for your reference, good luck for your appeal.
Plan of Action:
We are implementing and strengthening the following policies in order to minimize inauthentic type of complaints:
- Introduced strict internal procedures for product purchasing that verify authenticity through distributor invoices, dealership agreements and chain of custody of the inventory.
- We will not list in the future any items that do not come from the manufacturer and for which we do not have actual invoices.
- We will do a background check of all companies that we intend to buy stock from.
- When a new version of a product comes to market we will immediately update our listing so it corresponds to the newer model, thereby eliminating chances for consumer to assuming that its inauthentic, if they get a different version then the description or image on the listing.
- We will, moving forward, make sure all of our stock and orders are accurately checked, and ensure that all of our customers are 100% satisfied.
With this plan I’m confident we will guarantee future product authenticity and run tight controls on our inventory sources. Please may I have my selling privileges reinstated?
Seller_EpaLcnPMl1TlT
Dear Deety,
This is Yuka with Amazon. Thank you for using our seller forum to seek for advice.
First of all, your plan of action needs to clearly explain the following three parts:
– 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.
I received a Product Authenticity Complaint on Nov 20. The listing was blocked and Amazon requested an invoice. I reached out to the supplier and got a commercial invoice, which was rejected by Amazon.
After Amazon Seller Performance team rejected the Commercial invoice, I requested the supplier for more information and informed them about the product authenticity complaint. At this time, the supplier stopped responding to my messages. After multiple tries, I’ve come to the conclusion that the supplier will not be responding, and I do not have the documents necessary to prove that ASIN XXXXXXXX was authentic.
Does your performance notification mention the requirements of an invoice? Have you checked whether or not your invoice meets all the requirements? If you cannot provide invoices as requested, it is highly recommended to mention how you would store proper documents going forward on your plan of action.
I have taken 3 months to reeducate myself on all Amazon policies, especially the policies related to Product Authenticity. I will regularly read Amazon policies and guidelines to make sure that I’m no in violation. I will also keep an eye on any changes in Amazon policies and react proactively in case it affects my account.
Which policies have you reviewed? Which part of the policies will you regularly read and how will it prevent the same issue happening going forward? Please consider including details. You can learn more about Amazon’s policies regarding product authenticity in Seller Central Help:
- Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.com.au/gp/help/201165970)
- Policies and Agreements (https://sellercentral.amazon.com.au/gp/help/521)
As I sell from home, all inventory reaches my house before I ship to fulfilment centre. I will personally check the inventory to make sure all products are authentic and match the listing description.
How will you check your items to ensure product authenticity? It is always important to include details to write a good plan of action. You may consider creating a checklist and submit with other documents. Please provide your appeal and documents by following the instructions on the account health page in Seller Central.
Lastly, it is highly recommend to check your account health dashboard on a daily basis from here (https://sellercentral.amazon.au/performance/dashboard?ref=ah_em_pq) to maintain your account health. It shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
The forum community is here to help you if you have any additional questions or concerns.
Yuka
Seller_Ud0EeWkUh3II0
you receive Authenticity Complaint on Nov 20,and account was deactivated on 27th Jan 2021,maybe your account have a new complaint on 27th Jan,you can check the account health dashboard,to solve all complain.
Seller_0VpQvkUWBzn7k
This is the latest reply from Amazon. I can’t seem to get the point across that I do not have the necessary documentation. Does Amazon reactivate account in such conditions at all? I’m more than willing to put in the required effort to work this out, as long as it’s not a lost cause already.
Dear Deety,
We received your submission but do not have enough information to reactivate your ability to sell on Amazon at this time. Please address the following concern(s):
You are offering items that may be inauthentic. A list of these items is provided below.
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.
Seller_wanpCAFmzIGuP
Hello @Deety,
This is Yuri with Amazon with some advice on your latest reply.
First, we would recommended double checking if all the documents you have submitted does meet all of the criteria that was sent through your performance notification which are:
– 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
This is especially important when you both send in documents regarding your past and future products. Although you did explain that you cannot provide documents for your past products because you cannot contact your supplier, it is very important that your documents for your future products are meets these criteria.
Now moving on to your plan of action.
We would recommend to put more details on why you did not ask for an invoice beforehand when listing your products. What led you to believe that judgement? It is very important to write as much details as possible within your plan of action.**
Again, details will be the key in your plan of action. How will your check be conducted? What will you be checking? It is also recommended to think of what happens after listing as product checking is not limited to products before listing.
Before resubmitting your plan of action, we would suggest taking some time to read over your plan of action to see if all parts of your plan of action are detailed and explains what actions you will be doing and how that will result in preventing the same action from occurring in the future.
Once you are ready to resubmit your plan of action, please submit your documents through the Account Health Dashboard.
https://sellercentral.amazon.com.au/performance/dashboard
The forum community and we are here to help if you have any additional questions or concerns.
Yuri
Seller_0VpQvkUWBzn7k
Thanks Yuri. I have incorporated the feedback and submitted. I wanted to ask, what is the usual turnaround time for an appeal to be responded. I submitted the appeal on 4th March and it has been 6 days ( 4 business days) Usually I got the response next day asking for more info.
Does this mean this time my appeal is being reviewed?
Thanks
Seller_qcCDqrw3cCs98
Dear Deety,
If you share the POA - Forum will be able to understand:
- Timeline for response on appeal submitted
- Any help to speed things-up
as currently there is no process which we can see on Appeal response timeline
Please help.
Seller_lN6gYJT1usLcV
Hello @Deety,
This is Emi with Amazon here to assist you.
Thank you for sharing your plan of action.
Here are some final feedback on your plan of action.
Is there any specific checking process for products?
Are you the only one who checks items?
It would be better to explain how you checked items before in details.
How did you verify supplier before?
Since you also mentioned you didn’t know the right steps to verify producs in the root cause, you need to make plans on how to verify authenticity of items.
Which policy will you refer to? and how often do you plan to read?
How did you choose new suppliers? If there’s any reason why you think they’re reliable, please also explain it in your plan of action.
It seems that your plan of action is lack of details. We recommend you to recheck you plans and provide more information.
Once you are ready to resubmit your plan of action, please submit your documents through the Account Health Dashboard.
https://sellercentral.amazon.com.au/performance/dashboard
The forum community and we are here to help if you have any additional questions or concerns.
Emi
