Account deactivated for a while. Need help from a MOD please. Seems like I'm getting bot replies.
HI Everyone,
Our seller account has been deactivated for a while now. At this point, it seems like we're just getting bot replies and no internal team is reviewing our case.
Long story short, we are seasoned supplements brand owners. We own and operate multiple brands in Canada on both amazon and outside of amazon.
Anyway, we got a deactivation because one of our new employees listed our new ASIN using a NPN from our different SKU that was already listed at the time and from the same brand. Our employees use image templates to copy designs for new ASINs within the same brand, and they copied over the NPN as well and submitted the new listing. Anyway, I don't think our account was deactivated for that. The reason being, we got a request from amazon to provide evidence that this was not an attempt to evade detection. So we explained to them how we provide image templates to all of our employees when creating new listings, and they mistakenly copied over the NPN from the template as well. So then they accepted that "proof" and requested for the images of our templates to to justify the proof. We gave them that, and it seemed like the case died down. But, the issue is, the employee did not correct the NPN on the backend and I believe that is what led to the deactivation.
Long story short, our ASIN is Health Canada licensed, and is not a restricted product. We keep submitting the product license, the Health Canada database screenshot, etc. alongside updated images of the ASIN, and we receive the same generic bot reply. It's been a while now, and we really need help from a mod to kindly request an internal review. This was not even an ASIN that was supposed to be listed in Canada which is so frustrating on our end, but nonetheless, it is a licensed ASIN.
If any mods can kindly help us with an internal review, we would be very grateful as at this point, it's just fast replies to every dispute we submit.
Thanks,
Account deactivated for a while. Need help from a MOD please. Seems like I'm getting bot replies.
HI Everyone,
Our seller account has been deactivated for a while now. At this point, it seems like we're just getting bot replies and no internal team is reviewing our case.
Long story short, we are seasoned supplements brand owners. We own and operate multiple brands in Canada on both amazon and outside of amazon.
Anyway, we got a deactivation because one of our new employees listed our new ASIN using a NPN from our different SKU that was already listed at the time and from the same brand. Our employees use image templates to copy designs for new ASINs within the same brand, and they copied over the NPN as well and submitted the new listing. Anyway, I don't think our account was deactivated for that. The reason being, we got a request from amazon to provide evidence that this was not an attempt to evade detection. So we explained to them how we provide image templates to all of our employees when creating new listings, and they mistakenly copied over the NPN from the template as well. So then they accepted that "proof" and requested for the images of our templates to to justify the proof. We gave them that, and it seemed like the case died down. But, the issue is, the employee did not correct the NPN on the backend and I believe that is what led to the deactivation.
Long story short, our ASIN is Health Canada licensed, and is not a restricted product. We keep submitting the product license, the Health Canada database screenshot, etc. alongside updated images of the ASIN, and we receive the same generic bot reply. It's been a while now, and we really need help from a mod to kindly request an internal review. This was not even an ASIN that was supposed to be listed in Canada which is so frustrating on our end, but nonetheless, it is a licensed ASIN.
If any mods can kindly help us with an internal review, we would be very grateful as at this point, it's just fast replies to every dispute we submit.
Thanks,
0 replies
Seller_gxPoTTk9WH5E4
Would really appreciate some help from the team. @Christine_Amazon@Josh_Amazon@Daryl_Amazon@Sunnie_Amazon@Lucre_Amzn@Ricardo_Amazon @Levi_Dylan_Amazon
So we did submit a case to account health support last week to see if the team can escalate and look into our case for us. And for the first time in months, a very kind account health support rep acknowledged that our ASIN was NOT a restricted product given the licensing, and for the first time in months, they actually requested 3 additional sets of information from us. Now, I was ill last week and by the time I saw the case reply, the case couldn't be re-opened as 5 days passed. If the mods can please refer to that case, it's case #17731274641.
So we just submitted a new case as a follow up with the requested information. So if mods can please escalate this to us to the respective team, we would be very grateful. The new case we opened today is 17780844411 and it contains the new information that was requested from us from the previous case last week with ID 17731274641.
Thanks,
