Dear Readers
here is an update (Nov 28th, 2015)
AMAZON IS AWESOME.......Our selling privileges are reinstated.
I (on behalf of my family and dolls guru team), thank amazon seller performance, seller performance policy and above all, Mr. Jeff Bezos and his office team for the cooperation and all the help.
I think it is my duty to inform the readers that Amazon team takes action to any genuine complaint. Mr. Jeff Bezos, despite his busy schedules, lots of ventures and commitments, is still very much involved at amazon and we got personalized emails from his office, that was extremely encouraging.
In the end, I just want to wish AMAZON.COM, the best of luck and yes......AMAZON IS A REAL WINNER..
THANK YOU AMAZON TEAM MEMBERS....
We are pro merchant sellers in "TOYS and GAMES" department at amazon.com for last 2 years with 97% short term positive rating. Following are the series of events we have been facing for about one month:
1. On October 30th, we received a notice from amazon that our selling privileges are removed and amazon requires a detailed reply with copies of original receipts of some 18 products, among which a few we were not even selling at that time.
2. We replied with complete details of our supplier's list, scanned copies of original receipts and got an automated reply that amazon team will get back to us by Nov 3rd.
3. We did not get any reply till Nov 6th (Every Seller Performance email states they will reply within 48 hours)
4. On November 6th, we received a notice to send receipts of 2 toys in order to authenticate that they were bought from authentic suppliers. Please note that we sold these 2 toys early this year about 6 months ago and copies of their receipts were already sent to seller performance in the last email. We resubmitted those receipts, with details of total number of products bought and sold within one year.
5. There was no reply for another 5 days (Every Seller Performance email states they will reply within 48 hours)
6. On Nov 11th, we received 2 notifications. One was exactly the same as we received on Nov 6th and the other asked to provide a detailed plan of action for complaints regarding "not as described products". In the last one year we fulfilled about 3500 orders among which there were not even 10 complaints under "not as described category". Note here that commonly buyers have their own perception about the item they are buying or they feel they paid too much for it etc so they define it "not as described".
Both notifications were replied the same day in detail.
7. On November 14th, we received another notice asking for further information about the plan of action and measures to resolve the complaints of products "not as described".
It was then that we realized something is not genuine with these notifications and these are being sent merely to buy time (as it is the busiest time of year when the Toy retailers make most sales)
Again, we submitted even more elaborated plan of action with detail of each and every complaint received within past 6 months, with the outcome result and our action to the complaint.
8. We contacted Mr. Jeff Bezos office on Nov 19th explaining the whole situation. We also raised our suspicion that someone inside amazon is intentionally keeping us away from selling toys and games during holiday season. (A detailed email was separately forward to Mr. Bezos about the scam to monopolize a market segment at amazon).
LATEST UPDATE as of Nov 25th 2015:
1. After contacting numerous times to seller performance, we got a notification on Nov 22nd that our selling privileges are reinstated.
2. Got confirmation from Mr. Jezz Bezos office the next day that selling privileges are reinstated.
3. However, our TOYS and GAMES category (95% of our inventory) remained blocked and after tens of phone calls and emails, no one could pin point the exact reason why. Every case was forwarded to next department and so on and so forth.
4. On Nov 24th, we received a shady & vague email from amazon seller performance that we do not meet the criteria to sell on amazon in “TOYS” during holiday season and “THIS DECISION IS FINAL”. Strangely the email contained no Numbers or concrete reasons why we do not qualify. We have been selling on Amazon for years and we exactly know that there are only 4 (and no other) performance measures required for selling in this particular department and in our case all 4 were way under Amazon limits (had actually improved since the account suspension took place)
5. We replied with our performance measures / numbers data, in reference with the email we received from amazon on 21st October (just days before our account was suspended) congratulating us that we qualify for selling in “TOYS and GAMES” during the holiday season and we can keep selling smoothly if we maintain this high standard (We actually improved our High Standard)
6. Please see our current performance measures:
First sale prior to Sep 18 - Yes
At least 25 orders shipped - Yes
Order Defect rate 0.17% Target > 1%
Pre fulfilment cancel rate - 0 %
Late shipment rate - 0 %
7. Only after 5 hours of sending the numbers to seller performance team, we received a one liner email saying “Your account is still under review. We will send you an email when our review is complete.” Another shady and controversial statement as a few hours ago "the decision was final".
8. We have sent another email to Seller Performance to provide us a concrete reason with numbers to explain why we do not qualify for Holiday selling in TOYS and GAMES and if there is a 5th Criteria to sell in TOYS and GAMES during Holidays it is our right to be informed about it.
9. Also we are keeping Mr. Jeff Bezos office informed and updated on everything.
We have a serious suspicion there is someone inside amazon's "Seller Performance Team" helping our competition (will not disclose name at this point) to keep us away from selling toys and games during holiday season. This is a scam to monopolize the market segment at amazon.
To Date our inventory in Toys and Games is blocked for unknown reasons.
We demand Amazon's higher officials to urgently look into this matter and investigate the serious corruption in "Seller Performance Department".
ALL NOTICES IN ORDER: PLEASE READ
ALL NOTICES IN ORDER: PLEASE READ
NOTICE 1: OCT 21ST, 2015
Holiday Selling in Toys & Games on Amazon.com
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Hello from Amazon Services, We are writing to let you know that your seller account currently meets the following Holiday Selling Guidelines for the Toys & Games store this holiday season: - Your first sale on Amazon.com must be prior to September 18, 2015 (sale does not need to be specific to the Toys & Games store): Yes - You must have processed and shipped at least 25 orders between September 1 and October 31, 2015 (orders do not need to be specific to the Toys & Games store): Yes - Your short term order defect rate must be no greater than 1% as of November 1, 2015. Your current order defect rate: 0.43% - Your pre-fulfillment cancel rate must be no greater than 1.75% between October 1 and October 31, 2015. Your current pre-fulfillment cancel rate: 0% - Your late shipment rate must be no greater than 4% between October 1 and October 31, 2015. Your current late shipment rate: 0% To remain eligible to sell in the Toys & Games store this holiday season, please continue to meet our Holiday Selling Guidelines. Thank you for selling on Amazon.com. Regards, Amazon Services |
NOTICE 2: DATED OCT 30, 2015
(READ LAST PART THAT
STATES WE WILL REPLY BY NOV 3RD) - YELLOW
Your Amazon.com selling privileges have been removed
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 View notification header
Oct 30, 2015 (3 weeks ago)Hello, We have removed your Amazon selling privileges because of buyer or rights owner complaints we received. Please see below for some examples of the listings we have received complaints about: Complaint Type:Inauthentic ASIN:B000K206HK/B00IWPHXXM Meanwhile, there are many listings of trade mark infringement issue for below items ASIN: B00O8Z11P6 B00H7WOSLG B00JNNPHE4 B00005LBWO B014U7EXJC B005NJOCMK B00DK1JOW6 B00QP2BOTI B00ICTDPWG B00K0LY1M2 B002R8FJPE B0035QR982 B005UF1964 B003TLT9YU B00GRU4JK4 B002M7YVXG B00CPJZZ04 B002XBLAQM 9624323682 B001B1S784 B00Y00D9P4 B00SDZ1CYW B00XZZMDAC B0028TB69A B00BUIP0YC B004LT48DQ B00NIM7J24 B00SDY9HMC B00O09GQRI To maintain a trusted marketplace for buyers and sellers, we take immediate action when we identify buyer or rights owner complaints regarding the condition and authenticity of products. You can view previous emails about complaints in the Performance Notifications section of Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html/) What you can do If you would like your selling privileges reinstated, respond to this message with a plan of action that includes the following: 1. Description of the issues that caused the complaints. 2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again. 3. Any additional details you would like us to know. To find more information on how to submit your plan of action, search “Appeal the Removal of Selling Privileges” in Seller Central Help. ${IF INAUTHENTIC COMPLAINTS, INCLUDE:} For “Inauthentic” complaints include the following for each ASIN: 1. Copies of invoices or receipts from your supplier issued in the last 180 days. These should reflect your sales volume during that time. 2. Your supplier’s contact information including name, phone number, address, and website. You can remove pricing information, but make sure the rest of the document is visible. You can send us a pdf, jpg, png, or gif file. Please be assured that your distributor’s or supplier’s contact information will remain confidential - Amazon puts great effort in maintaining the confidentiality of our customer's information. ${IF RIGHTS OWNER NOTICE COMPLAINTS, INCLUDE:} For “Rights Owner Notice of Infringement” complaints: 1. Contact the rights owner directly to resolve this dispute: ${Name of Rights Owner} ${Email address of Rights Owner} 2. If resolved, advise the Rights Owner to contact us at notice@amazon.com to withdraw their complaint. 3. Refrain from listing items manufactured by this rights owner until you have resolved the concern. Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us/performance). What happens next We’ll review the information you send and get back to you with an answer as soon as possible. When we respond, we may ask you for additional details or to revise your plan of action. If your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges. While your account is restricted, this may also have an impact on your Selling on Amazon payment account. Please understand that if you are unable to submit a sufficient plan of action within 17 days, we may permanently remove your selling privileges. Learn more Sellers should understand our policies. To learn more, search for “Policies and Agreements” in Seller Central Help. We appreciate your cooperation. Sincerely, Seller Performance Team Amazon.com http://www.amazon.com  Hide original notification |
Received Nov 2, 2015 12:06:11 PM PST PDT (3 weeks ago)
We’ve received your appeal Our Seller Performance team will review your appeal, and you should expect a reply by Nov 3, 2015 12:06:11 PM PST. Things you can do while awaiting our response: Confirm all the items you have shipped and provide tracking information. Update your inventory. Monitor customer contacts and resolve any customer issues. Solicit feedback from your customers. Learn more about how to improve your selling performance. |
NOTICE 3 : ON NOV 6TH,
2015
Your Amazon.com Seller Account
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Hello, Thank you for responding to our request for information. However, we still need more information regarding your plan of action for this "Trade Mark Infringement" complaint before we can reinstate your Account . Complaint Type: Trade Mark Infringement Additionally, we need Copies of receipts or invoices for the following ASIN(s): (Please note , we do not accept Commercial invoice/proforma invoice/order confirmation/purchasing list/contract document/delivery report as proof of authentication). ASIN: B000K206HK & B00IWPHXXM What you can do Email seller-performance-policy@amazon.com 1.Include a plan of action that contains the following: i. What is the issue that caused the complaint. ii. Steps you have taken to resolve the issue and ensure similar complaints won’t happen again. iii. Any additional details you would like us to know. 2.Include copies of receits or invoices that contain the following: i.the specific item(s) under review/demonstrate purchase and listing quantities/are authentic and unaltered/display required information, including supplier and buyer information, invoice date, and item(s) descriptions and quantities/were issued in the last 180 days. ii.You may also include any additional details you would like us to know. iii.You can remove pricing information, but please make sure the rest of document is visible. You can send us a pdf, jpg, png, or gif file. What happens next We’ll review the information you send and get back to you with an answer as soon as possible. If we can confirm the information you provide and your plan of action sufficiently addresses the complaint, we will reinstate your account on your behalf immediately. Learn more Sellers should understand our policies regarding product condition and descriptions. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help. Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us). We appreciate your cooperation and thank you for selling on Amazon. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
NOTICE 4: NOV 11TH, 2015
Your Amazon.com Seller Account
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Hello, We are conducting a review of your selling account because there’s a concern about the authenticity of the item listed below. We would like to work with you to resolve the concern and complete our review. ASIN: B000K206HK B00IWPHXXM What you can do Email seller-performance-policy@amazon.com and include the following: 1. Copies of invoices or receipts from your supplier issued in the last 180 days. These should reflect your sales volume during that time. 2. Your supplier’s contact information including name, phone number, address, and website. 3. Any additional details you would like us to know. 4. Please highlight, the ASINs, on the invoices, for which the invoices are requested. You can remove pricing information, but make sure the rest of the document is visible. You can send us a pdf, jpg, png, or gif file. Please be assured that your distributor’s or supplier’s contact information will remain confidential - Amazon puts great effort in maintaining the confidentiality of our customer's information. What happens next We’ll review the information you send and get back to you with an answer as soon as possible. Once we confirm the information you provide, the review of your selling account will be complete. Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us). We appreciate your cooperation and thank you for selling on Amazon. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
NOTICE 5: NOV 11TH, 2015 (2ND
NOTICE RIGHT AFTER FIRST ONE)
Your Amazon.com Seller Account
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Hello, Thank you for responding to our request for information. However, we still need more information regarding your plan of action for not as advertised and used item sold as new complaints before we can reinstate your selling privileges. What you can do Email seller-performance-policy@amazon.com and include a plan of action that contains the following: 1. Description of the issues that caused the complaints. 2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again. 3. Any additional details you would like us to know. For information on creating and submitting your plan, search “Appeal the Removal of Selling Privileges” in Seller Central Help. What happens next We’ll review the information you send and get back to you with an answer as soon as possible. If we can confirm the information you provide and your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges. Learn more Sellers should understand our policies regarding product condition. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help. Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us). We appreciate your cooperation and thank you for selling on Amazon. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
NOTICE 6 : NOV 14TH,
2015 (MORE INFO NEEDED…)
Your Amazon.com Seller Account
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Hello, Thank you for responding to our request for information. However, we still need more information regarding your plan of action for "Item Not as Advertised/Damaged Item/Used Item" complaints before we can reinstate your selling privileges. What you can do Email seller-performance-policy@amazon.com and include a plan of action that contains the following: 1. Description of the issues that caused the complaints. 2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again. 3. Any additional details you would like us to know. For information on creating and submitting your plan, search “Appeal the Removal of Selling Privileges” in Seller Central Help. What happens next We’ll review the information you send and get back to you with an answer as soon as possible. If we can confirm the information you provide and your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges. Learn more Sellers should understand our policies regarding product condition. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help. Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us). We appreciate your cooperation and thank you for selling on Amazon. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
NOTICE 7: NOV 20TH,
2015 MORE INFORMATION NEEDED….AGAIN
AND AGAIN
Your Amazon.com Seller Account
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Hello, Thank you for responding to our request for information. However, we still need more information regarding your plan of action for Item Not as Advertised complaints before we can reinstate your selling privileges. What you can do Email seller-performance-policy@amazon.com and include a plan of action that contains the following: 1. Description of the issues that caused the complaints. 2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again. 3. Any additional details you would like us to know. For information on creating and submitting your plan, search “Appeal the Removal of Selling Privileges” in Seller Central Help. What happens next We’ll review the information you send and get back to you with an answer as soon as possible. If we can confirm the information you provide and your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges. Learn more Sellers should understand our policies regarding product condition. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help. Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us). We appreciate your cooperation and thank you for selling on Amazon. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
NOTICE 8: NOV
22ND,2015
Your Amazon.com selling privileges have been reinstated
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Hello, We have decided that you may sell on Amazon.com while we review your account. A reserve equal to your gross sales amount for the preceding 14 days will apply while your account is under review. Based on your order volume, the amount of the reserve may change daily. When your account balance exceeds this reserve amount, you will be able to transfer funds based on your settlement schedule. You can view the details on the Payments page in the Reports section of Seller Central (https://sellercentral.amazon.com/gp/payments-account/settlement-summary.html). Please continue to ship orders and only list items that you can send by the expected ship date. To learn more about account reviews, search for "Velocity Limits and Account Reviews" in Seller Central Help. We will send you an email when our review is complete. Sincerely, Seller Performance Team Amazon.com http://www.amazon.com |
NOTICE 9: NOV 23RD, 2015
Your Amazon.com Seller Account
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Hello, Thank you for your email regarding your selling account. Jeff Bezos received your correspondence and asked that I respond on his behalf. Your account was just recently reinstated, which you should have received a separate email about. We also appreciate you bringing the Seller $$$$$$$$$ to our attention. We will investigate this issue that you brought to our attention and take the appropriate action. For privacy reasons, we cannot share the results of our investigation with you. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
NOTICE 10: NOV 24TH 2015
Your Amazon.com Seller Account
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Hello, Thank you for your interest in selling in toys. Unfortunately, you do not meet the criteria to list products in this category until the first week of January 2016. You can still list Fulfilled by Amazon offers in Toys and Games. To learn more, search "FBA" in Seller Central Help. This doesn't necessarily reflect poorly on you or your seller account. We evaluated the information you provided and it did not pass our approval process. We appreciate your understanding; be aware that our decision regarding this matter is final. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
NOTICE 11: NOV 24TH, 2015
Your Amazon.com Seller Account
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Hello, Your account is still under review. We will send you an email when our review is complete. Sincerely, Seller Performance Team Amazon.com https://www.amazon.com |
Keep up the excellent work.I am really impressed.
ReplyDeleteI liked it.
amazon category approval