Product Authenticity Customer Complaints for a mistakenly listed item
Regarding the B00LIBJIP8 ASIN Product Authenticity Customer Complaints violation at Amazon.sg marketplace, I have the Plan Of Action (POA) below but no way to submit it. I wanna point out that I don't want to activate ASIN: B00LIBJIP8, because listing it was a mistake done on our side in the first place, and therefore I can't appeal in curren't state of violation, which asks me invoices. How can I submit this POA and remove the violation from our Amazon.sg account help page?
# Plan Of Action (POA)
1. Why did things go wrong?
There has been an error on our part regarding Amazon.sg listings, and there were wrong products listed.
2. What did you do about it immediately?
All our listings taken off from Amazon.sg and will internally review them.
3. How will you ensure it never happens again?
We are putting a stricter internal step before listing products on Amazon.sg
Violation appeal page;
Product Authenticity Customer Complaints for a mistakenly listed item
Regarding the B00LIBJIP8 ASIN Product Authenticity Customer Complaints violation at Amazon.sg marketplace, I have the Plan Of Action (POA) below but no way to submit it. I wanna point out that I don't want to activate ASIN: B00LIBJIP8, because listing it was a mistake done on our side in the first place, and therefore I can't appeal in curren't state of violation, which asks me invoices. How can I submit this POA and remove the violation from our Amazon.sg account help page?
# Plan Of Action (POA)
1. Why did things go wrong?
There has been an error on our part regarding Amazon.sg listings, and there were wrong products listed.
2. What did you do about it immediately?
All our listings taken off from Amazon.sg and will internally review them.
3. How will you ensure it never happens again?
We are putting a stricter internal step before listing products on Amazon.sg
Violation appeal page;
8 respuestas
Seller_kIukTwdhvntAp
"Product Authenticity Customer Complaints for a mistakenly listed item"
By 'mistakenly listed' I guess that you mean you tried to sell items you are not authorized to sell and you got caught, correct?
This is just a Forum with other sellers and an occasional MOD and NOT Amazon as such.
Find the suspension notice and POST THAT but remove all personal information first.
Anyone answering will need to see what wording they used and what they are asking for.
If it is a Section 3 violation for dropshipping anyone responding needs to see the language to determine if it included the 'death sentence' wording.
Were there other issues such as IP violations, RA, OR, you used a Virtual Assistant and they 'helped' you with paperwork and forged documents?
NOTE -- If it was for IP, RA, OA or dropshipping you will NOT get the products or the money in your account back because you have no chain of custody and proof of authenticity.
Seller_pQABOgV0Z6zxS
By 'mistakenly listed' is the wrong ASIN typed, it was a new store, and it was just a mistake of typing in wrong ASIN to list. I didn't sell this product, and I don't have any other complaints like this before. I also sell in other countries. If I can't sort this out, would this also effect my other marketplaces ?
Here is the email I received;
We removed some of your listings because you are offering items that may be inauthentic. The listings we removed are at the end of this email.
Why is this happening?
We are reviewing your Amazon Seller account because you are offering items that may be inauthentic. 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 listing?
Copies of invoices, receipts, contracts, delivery orders or authorisation 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 authorisation letter and a complete set of documentation 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 (sellercentral.amazon.sg/gp/help/201165970)
Policies and Agreements (sellercentral.amazon.sg/gp/help/521)
Amazon Services Business Solutions Agreement (sellercentral.amazon.sg/gp/help/1791)
How do I send the required information?
To send us the required information, please visit your Account Health Dashboard (sellercentral.amazon.sg/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.
What happens if I do not send the requested information?
If we do not receive the requested information, your listings will remain deactivated. If these problems persist, we may deactivate your Amazon seller account.
Have your listings been removed in error?
If you believe the complaints about your items are unjustified or received in error, please explain how you identified this issue and we will investigate your concern (e.g. a complaint created by a competing Amazon seller).
You can learn more about the document requirements for appeals by visiting Seller Central (sellercentral.amazon.sg/learn/courses?ref_=su_course_accordion&moduleId=255375be-c342-4536-a887-059f2afff6d7&courseId=12&modLanguage=English&videoPlayer=youtube).
Sincerely,
Seller Performance Team
Amazon
ASIN: B00LIBJIP8
Brand: The Pearl Source
Title: THE PEARL SOURCE 8-9mm Genuine White Freshwater Cultured Pearl & Cubic Zirconia Double Pendant Necklace for Women
Seller_pQABOgV0Z6zxS
My account hasn't been suspended, it's still active. I have received this email above 5 days ago regarding the violation notice and the email below 4 days ago, and I've trying to contact Amazon, but couldn't find a way to do it. I'm selling in multiple marketplaces, all my stores have 200 AHR, only Singapore dropped to 192 after this violation I received.
Hello,
Based on your Account Health Rating, your account is at risk of being deactivated. The Account Health Rating takes into account factors such as:
The number of unresolved policy violations on your account at any given time
The degree to which the violation negatively impacts the customer experience
Whether the violation contravenes applicable laws and regulations
We encourage you to address the violations on your Account Health page as soon as possible in order to prevent unnecessary disruption to your selling account.
Why is this happening?
There are unaddressed policy violations related to your selling account. It is your obligation to make sure that you adhere to Amazon’s policies. To learn more about the Account Health Rating and the policies within it, please visit the following: sellercentral.amazon.sg/performance/dashboard?ref=ah_em_composite.
What can I do to avoid account deactivation?
Addressing policy violations on your Account Health page in a timely manner will prevent unnecessary disruption to your selling account. You can view the violations in the Policy Compliance section of the Account Health page sellercentral.amazon.sg/performance/dashboard?ref=ah_em_composite. To address any given violation, please follow the guidance next to that violation in the Next Steps column.
We’re here to help.
If you have questions, please contact us sellercentral.amazon.sg/cu/contact-us.
You can view your account performance at sellercentral.amazon.sg/performance/dashboard?ref=ah_em_composite or by selecting Account Health on the home screen of the Amazon seller app, on your iOS or Android device. The Account Health page shows how well your account is performing against the required performance metrics and the policies.
Selling Partner Support
Seller_pQABOgV0Z6zxS
And since I didn't had the invoices they were asking for, I just didn't submit that way. I need to contact some representative to explain this issue, I can't appeal via something I don't have. Listing that item was just a typo.
Seller_kIukTwdhvntAp
" it was just a mistake of typing in wrong ASIN to list. I didn't sell this product, "
Not selling it doesn't matter. Listing it shows the INTENT to sell. That mistake probably cost you your store as @Seller_nRFmxiQg4EGrwhas noted.
"If I can't sort this out, would this also effect my other marketplaces ?"
Every Amazon site has their own sets of rules, BUT generally if one account gets suspended they all do eventually.
If you have opened any cases provide a number so any MOD that happens to drop by can look it over to see if they can help.
Without a case number in the posts it wastes time for everyone. I no longer tag anyone if there is no case #.
They have to ask for it and then wait for a reply from the poster and then the poster has to wait again for the MOD to find the case, and then more waiting.……
Seller_pQABOgV0Z6zxS
This is the CASE 2886963703.
About account suspensions, generally as you mention, what is the timeline for account suspensions to happen ?
April_Amazon
Hello @Seller_pQABOgV0Z6zxS,
Going with this information above, and with some assistance from an internal team, I have located the Account and the violation. I do see how this could be very confusing, especially when dealing with Global Stores.
The information I have reviewed for this type of violation (Suspected Product Authenticity Issue) in the .SE store, allows for the Dispute Path only. The dispute path requires verifiable invoices for items you purchased and listed.
As you do not have invoices due to this actually being a listing error, the violation will remain on your Account Health Page for 180 days and then will drop off. This will NOT correct the ASIN and you will not be able to offer the ASIN in the future. I believe that will be OK with you given the information you provided. It does affect the Account Health Score.
I want to thank @Seller_kIukTwdhvntAp for all the input and guidance. You would do well by listing to his advice. Also thank you to @Seller_nRFmxiQg4EGrwfor providing information.
To prevent this from happening in the future, you may wish to review all your inventory, if you see ASIN's you do not have or no longer wish to sell, delete then. Keeping the inventory current with prevent many future issues.
Some help pages you may wish to review:
Manage inventory and Account Health overview
I hope this information was helpful. If you need additional support, please reach back out.
I look forward to your response. Thank you for reaching out on the forums.
April
Seller_nRFmxiQg4EGrw
Amazon has made it quite clear that the ONLY way to resolve any sort of authenticity complaint is to provide the proper documentation. No PoA will suffice unless you resolve the IP issues.
It seems likely that your "mistake" has cost you your Amazon account.
