Amazon Account Reinstatement and Suspension Prevention
14 Comments
  • Jen
    Posted at 17:44h, 24 January Reply

    Please investigate further on “used books sold as new”. Many of the suspensions are from book sellers who listed books as new.

    There is fierce debate over whether Amazon condition guidelines allow sellers to list books as “new” if they “look new”, or if sellers can only list “new” books if sourced from distributors / publishers and have invoices (not store receipts).

    Can a seller list a book purchased from a thrift store or library book sale as NEW? Sellers need clarification from Amazon about this. The Amazon condition guidelines need to state more clearly how a “new” book is defined. Thank you.

    • Cynthia Stine
      Posted at 18:53h, 24 January Reply

      Jen,

      Books purchased from retail stores, thrift stores, etc., are USED, not NEW. Amazon is clear about this. Even if the book is in its original shrinkwrap from the manufacturer I would not list it as NEW because you can’t prove it. You definitely need invoices if they are put as NEW on Amazon. In addition, inauthentic is inauthentic. Counterfeit is counterfeit. If Amazon suspects (or knows for a fact because they did a bin check) that these books are counterfeit, they require invoices regardless of condition. Our clients have learned to their chagrin that they were selling counterfeit textbooks. They didn’t take the trouble to understand what makes a textbook counterfeit. We strongly urge all textbook sellers to educate themselves and choose their books carefully. You may even want to take pictures before sending in the books that prove your book is not counterfeit. There are generally things that counterfeiters do not include in their books that legitimate books do.

      When I got my first inauthentic for a used book, I ran with it all the way up the chain protesting that they couldn’t seriously expect me to have invoices or even a clear receipt for an old “Cosmos” I bought at a book sale. That’s when I learned that they absolutely did require it. I didn’t have anything, of course, and I took down ALL my books because none of them are authentic in Amazon’s eyes. I warned the community. Most sellers chose to wait and see how frequently Amazon was going to ask for invoices. We’ve seen several suspensions in the past few months for counterfeit textbooks with a whole bunch of them recently. This is the future. I strongly urge all sellers to re-condition their NEW books and to consider where they are buying their books and what they are buying. So far we’ve not had a problem with non-textbooks. That could change. It gets down to the buyer experience. If buyers are complaining about a book being counterfeit…then sellers will be shut down for it.

  • Stephen
    Posted at 20:51h, 24 January Reply

    Cynthia,

    What are the most accurate resources for learning how to spot a counterfeit or inauthentic book? And, where can these resources be found or obtained for study?

  • Randy
    Posted at 02:05h, 25 January Reply

    I got an intellectual property rights infringement warning and my account was being reviewed. No one at Amazon could explain the reason and gave me the contact info thru them for the place that created it. They told me to contact them which I did but I never heard back from them. I would like to know what caused this so I don’t have it happen again but I can’t get an answer, thanks.

    • Cynthia Stine
      Posted at 19:24h, 02 February Reply

      Randy,

      You need to respond and resolve this infringement issue. The rights holder should tell you in what way you are infringing on their IP. Sometimes it is as simple as changing a picture. Sometimes it is a tactic by a competitor to get you off a listing. Be sure you’ve really tried to reach the rights holder. You can tell Amazon that you’ve made every effort and they are not responding and they should annotate your account (remove the product from your inventory, too). If you want our help, we charge $500 for ASIN reinstatements (which this falls under). See our website (http://test.egrowthpartners.com).

      Sincerely,
      Cynthia

  • Dylan
    Posted at 03:22h, 26 February Reply

    Amazon states we may not ask customer to modify or remove reviews. If we resolved the issue mentioned in the review and customer is happy, can we ask them to update their review? Like “if you feel we’ve successfully resolved the issue you mentioned in the reivew, would it be fair to update it?”

    • Cynthia Stine
      Posted at 21:48h, 05 June Reply

      Dylan,

      I would be even softer than that: “If we’ve successfully resolved the issue for you, would you consider updating your review to let others know about the outcome? There is no obligation of course, but we would appreciate it greatly. While we sometimes make mistakes, we want people to know we will act quickly to fix problems. Thank you so much for giving us this opportunity to address this issue with you….etc. Sincerely,”

      Cheers,
      Cynthia

  • George
    Posted at 17:24h, 13 March Reply

    I am a US citizen living in Ecuador. HOWEVER, I have a physical US address [my brothers], two US bank accounts, and debit cards that serve as Visa cards attached to each bank account. I don’t think I will be able to get an unsecured credit card because my wife got really ill and the docs said she was going to die. Needless to say, our credit get ruined. Thankfully my wife did recover [many dollars later] and we decided it was time to retire. To keep expenses low, we moved to Ecuador.

    Now we find ourselves wanting to work and make money again. We know for certain we can build a big FBA business but it appears we will never get the chance. Do you have any suggestions as to how we can get over this hurdle?

    We will be ever indebted for your help.

    • Cynthia Stine
      Posted at 21:40h, 05 June Reply

      George,

      I suggest that you try for a bank card from your current bank in the US. Don’t apply online, use paper or fill it out at the bank. The online applications will reject you for sure, a human being might give you a limited credit card. There are lots of ways to repair and rebuild credit and some only take a couple of months to see results. Remember to get it in the name of your business.

      Good luck,
      Cynthia

  • Scott
    Posted at 16:55h, 22 March Reply

    Hi Cynthia,

    We’ve recently been suspended for “manipulating reviews” and have not had any success getting back on. Have you been able to successfully bring back sellers for manipulating reviews?

    • Cynthia Stine
      Posted at 21:32h, 05 June Reply

      Hi,

      We’ve helped a lot of sellers back on the platform after being suspended for product review manipulation. Just sign up on our website.

      Sincerely,
      Cynthia

  • Craig Hersha
    Posted at 13:46h, 25 April Reply

    I was suspended 10 days ago and I still have not been told why. I’ve asked Seller Performance to please explain why, but they do not respond. My performance metrics were very good, so this is very perplexing.

    • Cynthia Stine
      Posted at 21:13h, 05 June Reply

      Normally they give you a reason. Read the performance notification carefully. Suspensions are not only due to performance metrics. Sellers also are suspended for policy violations, product quality issues, counterfeit, fraud and much more that don’t show up on your metrics dashboard.

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