Professional Documents
Culture Documents
˃˂ˊʸ˅˃ʴʶʾ
www.amzalert.com
íëìóĺ7lĺ1JS Ƅƅ
ˇ˔˕˟˘˂˙ʶˢˡ˧˘ˡ˧˦
Introduction 02
Copying Setups 20
Final Thoughts 24
íëìóĺ7lĺ1JS ƄƆ
ʼˡ˧˥ˢ˗˨˖˧˜ˢˡ
ʴ˖˖ˢ˨ˡ˧ˆ˨˦ˣ˘ˡ˦˜ˢˡϝ
ʴˣˣ˘˔˟ˆ˧˘ˣ˦ʙˆ˔ˠˣ˟˘ʿ˘˧˧˘˥ʭ
One of the most dreaded things when selling on Amazon is when Amazon takes
down your whole selling account (known as an account suspension).
1. The first step is to find out that your account has been suspended.
2. The next step is to figure out why your account has been suspended.
Amazon will usually send you an email and also send a performance
notification to your seller account. If Amazon does neither of these,
then you will need to get on the phone and figure out the reason as to
why your account has been suspended.
3. After seeing/figuring out the reason as to why your account has been
suspended, now you will need to start gathering data to file an appeal.
For an example, let’s say that your account has been suspended due
to inauthentic claims. It will be very important to show Amazon that
you are in fact the authentic seller. Provide the information showing
this to Amazon and also input everything that Amazon requires.
4. Submit the appeal to the email that it was sent from or the email that
amazon tells you too.
íëìóĺ7lĺ1JS Ƅƈ
Thank you for your email in regards to reinstatement of our Amazon seller account.
The account was suspended due to a claim that [Input ASIN Here] was inauthentic:
As you requested, here is information on the complaint, and our plan of action to get the
Account reinstated.
It appears customers have complained that our product [Input ASIN Here] was inauthentic.
- Inauthentic items/claim
All of our items, including [Input ASIN Here] are 100% authentic. We buy direct from the
manufacturer and have proven our items are authentic in the plan of action below.
Attached are 3 recent invoices from our manufacturer, as well as a letter from them,
attesting to the fact that the products are authentic.
Our action plan below outlines specific steps we will take to ensure further issues will not
happen for orders in the future, which is VERY important.
You requested information from our supplier, including their contact information.
Here it is:
- We have attached a supplier invoice, and a letter from our supplier, showing the
authenticity of our products. Our products are 100% authentic and we can provide further
proof if you need it. Whatever you need for proof, we can provide.
- We will update our product label to have our Amazon seller account name on the label,
that way any customer won't be confused that we're an authentic seller.
íëìóĺ7lĺ1JS ƄƉ
- We will hire additional staff to spot check our inventory to ensure no products look
damages and a customer believes that the item is counterfeit or inauthentic.
- In the event that a customer contacts us with an issue, we will issue a full refund.
By doing the steps above, we should be able to stop 99% of any complaints or issues on
the product.
We are confident that the documents that we have provided will show that the ASIN
complies with Amazon Policies on Counterfeiting, which we have thoroughly reviewed,
located here: [Insert Amazon Policies on Counterfeiting Link Here]
Customer service is our TOP priority. We value our relationship with Amazon and look
forward to a continued growing relationship. We'll do whatever possible to get our Amazon
Account reinstated.
Thank you,
˃˥ˢ˗˨˖˧ˆ˨˦ˣ˘ˡ˦˜ˢˡʛʼˡ˔˨˧˛˘ˡ˧˜˖ʜ
ϝʴˣˣ˘˔˟ˆ˧˘ˣ˦ʙˆ˔ˠˣ˟˘ʿ˘˧˧˘˥ʭ
1. The first step is to find out that your product has been suspended.
2. The next step is to figure out why your account has been suspended.
Amazon will usually send you an email and also send a performance
notification to your seller account. If Amazon does neither of these,
then you will need to get on the phone and figure out the reason as to
why your account has been suspended.
3. After seeing/figuring out the reason as to why your product has been
suspended, now you will need to start gathering data to file an appeal.
For an example, let’s say that your product has been suspended due
to inauthentic claims. It will be very important to show Amazon that
you are in fact the authentic seller. Provide the information showing
this to Amazon and also input everything that Amazon requires.
4. Submit the appeal to the email that it was sent from or the email that
amazon tells you too.
íëìóĺ7lĺ1JS ƄƋ
Thank you for your email in regards to reinstatement of [Input ASIN Here].
As you stated, this ASIN was taken down due to an "inauthentic product" claim by a
customer.
We are happy to prove to you that we are authorized to sell this product, and we have sold
it for years.
I have attached invoices from our supplier. I also have attached a compliance letter from
our supplier as well.
Please let us know if there is any other information you need. We appreciate your prompt
reinstatement of [Input ASIN Here].
˃˥ˢ˗˨˖˧ˆ˔˙˘˧ˬˆ˨˦ˣ˘ˡ˦˜ˢˡϝ
ʴˣˣ˘˔˟ˆ˧˘ˣ˦ʙˆ˔ˠˣ˟˘ʿ˘˧˧˘˥ʭ
1. The first step is to find out that your product has been suspended.
2. The next step is to figure out why your account has been suspended.
Amazon will usually send you an email and also send a performance
notification to your seller account. If Amazon does neither of these,
then you will need to get on the phone and figure out the reason as to
why your account has been suspended.
3. After seeing/figuring out the reason as to why your product has been
suspended, now you will need to start gathering data to file an appeal.
For an example, let’s say that your product has been suspended due
to Safety claims. It will be very important to show Amazon that you
are in fact a safe seller. Provide the information showing this to
Amazon and also input everything that Amazon requires.
4. Submit the appeal to the email that it was sent from or the email that
amazon tells you too.
íëìóĺ7lĺ1JS Ƅƍ
Below is an example product safety suspension appeal. This is for a supplement company:
Company Address
Amazon.com
RE: Corrective Actions Take, Request to Reinstate Selling Privileges of ASIN LIST ASIN HERE
Background
We are writing to address your concerns regarding ASIN LIST ASIN HERE. On or about Enter
Date Here, we received a Performance Notification categorized as a “Safety Complaint.”
We respectfully request that your team reviews this thorough explanation of the issue
being reported by customers as concrete evidence that ASIN LIST ASIN HERE is
COMPLETELY SAFE FOR AMAZON CUSTOMERS and that our selling privileges of the same
be reinstated.
Nothing matters so much to us as the quality of our products and our commitment to
provide a safe and effective product for every one of our customers, no matter where our
product is purchased, including Amazon. As you can tell from our track record, we have
never had a recall or any consumer safety complaint filed with any regulatory agency,
including the FDA. We have an exemplary safety record. As such, we take this Safety
Complaint Performance Notification very seriously.
Below is our detailed response to your request for our plan of action on how to avoid
safety complaints in the future and do our part to make certain that customers for this
product and all YOUR BRAND HERE (if applicable) products has a positive experience on
Amazon.com.
Issue Reported
“We draw your attention to the attached statement from Sabinsa Corporation. Which
reads, “This is to confirm that Sami Labs / Sabinsa Corporation’s product, LACTOSPORE,
may have slight odor and the odor may vary from batch to batch.”
Please note that the reported issue with the ASIN is within the normal organoleptic
qualities expected with dietary supplements that contain a higher concentration of good
bacteria for digestive health.
2. Removal and Quality Investigation: To ensure that this issue is further investigated, we
are willing to remove our current inventory of ASIN LIST ASIN HERE and send
replenishment inventory at once.
3. Adjustment to Packaging Standard: we will begin inserting cotton and desiccants into
each bottle of ASIN LIST ASIN HERE to help prevent moisture collection in the PET bottles in
which the product is packaged.
4. Coating Tablets: we have been applying a clear coating to this tablet product, which
allows product variations in raw materials to be visible to consumers. We have already
begun applying a white coating to the tablets to create a more consistent look and feel to
the tablet.
IN SUMMARY, THIS PRODUCT DOES NOT PRESENT A SAFETY CONCERN FOR AMAZON
CUSTOMERS. HOWEVER, WE WILL TAKE IMMEDIATE ADDITIONAL MEASURES TO ENSURE A
POSITIVE CUSTOMER EXPERIENCE BY REMOVING UNITS, PERFORMING AN ADDITIONAL
QUALITY INVESTIGATION, WHITE COATING THE TABLETS, AND ADDING MOISTURE
PREVENTION MEASURES TO EACH BOTTLE TO ELIMINATE THE POSSIBILITY OF AN
UNPLEASANT ODOR.
Also, please find below an outline of the stringent efforts we make to ensure consumer
safety through the application of our Quality Management System (QMS).
íëìóĺ7lĺ1JS ƅƅ
The following is a detailed outline of each step we take to ensure an authentic and safe
product is always shipped to Amazon.com customers. This list includes the corrective
actions we’ve taken to add layers of Quality Control accountability and traceability since
receipt of the Performance Notification.
Note: every process requires responsible personnel to date, timestamp and sign-off on our
master records for manufacturing, packaging or shipping.
Updated Process:
• receiving includes weighing raw materials
• visually verifying raw material for consistency (corrective action taken)
• verify Certificate of Analysis for each raw material
• quarantine product pending release from QC Personnel (corrective action taken)
íëìóĺ7lĺ1JS ƅƆ
Updated Process:
• Pull raw materials
• Stage raw materials for weigh and measure
• Assign lot number and best by date to batch records
• QC Personnel check and sign-off on pre-blended raw materials
(corrective action taken – additional safety check)
• Blend / mix ingredients (record start time, machine, operator, humidity)
• QC Personnel record and release finished blend (corrective action taken)
• Pull retention sample for testing, transfer finished blend to manufacturing machines
• Transfer blended raw materials to capsule / tablet machines
• Verify machine readiness and obtain QC release from QC Personnel
• Begin capsule filling / tablet pressing based on master batch records
(record start time, machine, operator, humidity)
• Verify and record running weights of finished product every 15 minutes
• Verify and record temperature and humidity every 15 minutes
• Complete manufacturing and transfer to packaging- obtain QC Personnel sign-off
Updated Process:
• Pull packaging materials (bottles, lids, seals, labels)
• Set lot number and best by date on labeler/lotter (from Master Packaging Record)
• QC Personnel visually verify correct lot number and best by date on labeler/lotter
• Fill hopper with finished capsules / tablets / softgels
• Set count sizes on counters
• Set lid size on capper
• Set induction sealer to appropriate temperature and time
• Set heat tunnel to appropriate temperature
• Set hot-stamper or label applicator for lot number application
• Verify line readiness with QC Personnel and receive sign-off
• Run empty bottles on packaging line
• Fill five test units, verify weights and make necessary adjustments to hit accurate
fill weights
• QC Personnel verify correct fill weights
• Record QC confirmation to Packaging Record of retention samples pulled
íëìóĺ7lĺ1JS ƅƇ
• Run three bottles through full packaging line (filler, capper, induction sealer,
labeler/lotter)
• Transfer three samples to retention holding area per compliance requirements
• Complete filling run for lot number
• QC verification of lids properly applied to bottles through random sampling on
production line (corrective action taken – additional safety check) – this is to confirm
proper seal and prevention of moisture in bottle
• Record QC confirmation to Packaging Record of proper lid application
(corrective action)
• Heat Tunnel Operator visually confirm each bottle for proper application of outer
shrink band protective sleeve
• QC verification of shrink band protective sleeves properly applied to bottles (corrective
action taken – additional safety check) – this is to confirm proper seal and prevention
of moisture in bottle
• Record QC confirmation to Packaging Record of proper application of Outer Shrink
Band Protective Sleeve
• Label Machine Operator visually check for proper application of label and lot number
• QC confirmation of proper application of label and correct lot number on bottles
• Record QC confirmation to Packaging Record of proper application of label and correct
lot number on bottles
• Stage product in Quarantine pending clearance for microbial and heavy metal testing
from 3rd party testing facilities
• QC Director record test results for microbial and heavy metal testing to ensure product
meets safety requirements as required by the FDA.
• QC Personnel create Certificate of Analysis
• QC Director record acceptance of Certificate of Analysis and add to Master Batch
Records and Retention Sample files per Lot Number
• QC Director release batch for Shipping
• QC Director record release for Shipping to Mater Packaging Record
• Pull pallets of finished bottles from Quarantine area via FIFO (first in – first out) to
ensure product is not aging against lot number and best by date
• Shipping Personnel visually identify each bottle for intact Outer Shrink Band Protective
Sleeve on each bottle being shipped
• Shipping Personnel visually identify each bottle for correct lot number
íëìóĺ7lĺ1JS ƅƈ
• All personnel in production, packaging and shipping have been trained on the updated
procedures and the process is fully implemented as of 01/12/2017
• We have recorded the training and added the above steps to our SOPs for our Quality
Management System.
íëìóĺ7lĺ1JS ƅƉ
We are the sole manufacturer, owner, and marketer of the above ASINs and any products
belonging to the YOUR BRAND HERE (if applicable) brand. All of our products are produced
in FDA Registered, cGMP or Facilities according to CFR 21, U.S. Department of Health and
Human Services, Food and Drug Administration.
We are extremely customer-focused at YOUR BRAND HERE (if applicable), and nothing is
more important to us than providing an outstanding customer experience in everything we
do (e.g. the lengths we go to provide the highest quality, most effective products, our
packaging, customer service, response times etc.).
It’s one of the reasons we value our partnership with Amazon so highly, because we know
that, above all else, Amazon puts customer experience first… and does an outstanding job
delivering on that objective (we’re both customers and sellers on Amazon and our
experience on both sides has been outstanding).
We have worked with our teams to address the received complaints. We have identified
potential reasons for the complaints, and we have included steps in this document we are
taking to resolve the issue and ensure complaints like this won’t happen again.
We accept full responsibility for our customer experience, and for any product complaints
that we have received. Hopefully you can also see we have taken steps before and since
the performance notification, to make sure similar complaints won’t happen again.
Thank you for reviewing our product appeals. We kindly ask that you unblock and reinstate
our selling privileges of our this ASIN.
Should you have any questions or need additional information, please reach out to as soon
as possible. We are anxious to continue providing a great experience for the thousands of
Amazon customers who love our products.
Sincerely,
Xxxxxxxxxxxxxxxx
Attach photo of your team if you have one. It’s proven helpful in the past! Help them see
you as people, not Sellers.”
íëìóĺ7lĺ1JS ƅƊ
˅˘ˣˢ˥˧˜ˡ˚˔ˆ˘˟˟˘˥ϝ
ʶˢ˨ˡ˧˘˥˙˘˜˧˜ˡ˚ʟʻ˜˝˔˖˞˜ˡ˚ʟ˘˧˖ʡ
There is nothing worse than when another seller hijacks your listing and
begins fraudulently selling your product. Here are the steps to get them off of
your listing for good.
2. Report that seller via seller central by opening a case. Click help,
then contact us, chose selling on Amazon, select other issues, and
then report a violation.
3. Go ahead and select the report listing abuse option. When you select
this field, you will be able to explain to Amazon what exactly is going
on. The nice thing is that you will be able to put in the ASIN that is
having the counterfeit issues and also insert which sellers are doing
this action.
“Dear Amazon,
It has come to our attention that this seller [Input Seller Name Here] has committed
fraudulent activity for this ASIN [Input ASIN Here].
Here is the order number [Insert Order ID Here] for the test buy, with attached images of
the fraudulent product that [Input Fraudulent Seller Name Here] is shipping to customers.
Please remove this seller from the listing for ASIN [Input ASIN Here].
Thank You”
Another option that a seller can do is to submit an infringement form (only applicable is the
seller has a trademark/patent for their brand/product)
This process can be done from a buying account (not seller central). Here is the link to the
infringement form. https://www.amazon.com/report/infringement
All you will need to do is fill out this form and submit it. There are 3 options when filling out
this form which are copyright concerns, trademark concerns, and patent concerns. Just
pick the correct incident and fill out this form as best as you can. Be specific and let
Amazon know what exactly that seller is doing.
íëìóĺ7lĺ1JS ƅƌ
ˊ˛˔˧ˁ˂ˇˇˢʷˢʴ˦
ʴˡʴˠ˔˭ˢˡˆ˘˟˟˘˥
There are plenty of guides out there on
what you should do to be a successful
Amazon Seller. But what about things you
shouldn’t do? Avoid these practices if you
want to gain the Amazon Best Seller Badge
or ranking and stay on Amazon’s good side.
íëìóĺ7lĺ1JS ƅƍ
ˀ˜˦˟˘˔˗˜ˡ˚˃˥ˢ˗˨˖˧ʿ˜˦˧˜ˡ˚˦ʭ
It can be tempting to list your products in a ton of categories, especially if those products have
already earned the Amazon Best Seller Ranking in others. But if your product is only loosely
related to the category you’re placing it in, you’ll run into more problems than benefits.
If your product is highly ranked, Amazon buyers are going to click on it first. Once they see that your
product isn’t what they’re looking for, however, they’ll quickly look elsewhere for what they actually
want. Your listing will accrue high exit rates and low conversions, not to mention negative reviews
from dissatisfied customers. You’ll wind up losing business, the Amazon Best Seller Badge and
potentially your store. As the old saying goes, honesty is the best policy.
ʴ˗˩˘˥˧˜˦˜ˡ˚ˢ˥˃˥ˢˠˢ˧˜ˡ˚ˌˢ˨˥ˊ˘˕˦˜˧˘ʭ
Amazon Sellers often have their own private websites, as well as their Amazon store, where they sell
their products. It’s common for these sellers to view Amazon as a cost-effective advertising solution.
It allows them to dip into a much larger consumer base than their own niche website offers. As such,
they use promotional language or links to their personal website within their Amazon listings.
This is a big no-no. Including a URL to your website or seller information, like your business name, in
your product listing is an Amazon policy violation. When you choose to sell with Amazon, you
choose to enter a closed selling system — you give up the ability to freely promote your outside
business and products.
The large shopper base can make losing those freedoms worth it for some. If you work hard to
follow Amazon’s policies and earn the Amazon Best Seller Ranking or badge, you’ll reap so many
rewards that not being able to include a website link won’t seem so bad!
íëìóĺ7lĺ1JS ƆƄ
ʶˢˣˬ˜ˡ˚ˆ˘˧˨ˣ˦ʭ
It can be tempting, especially for beginners, to copy other Amazon Sellers’ store setups. Even if they
are a reputable store, this isn’t a good idea. As with other search engines, there are certain ways to
optimize your product listings to snag customers. Not everyone takes advantage of this, however, so
copying another seller account comes with the risk of creating a subpar account for yourself. This
will make it much harder to earn the Amazon Best Seller Badge and its benefits.
ʼˡ˖˟˨˗˜ˡ˚ʼˡ˙ˢ˥ˠ˔˧˜ˢˡˇ˛˔˧ʼ˦ˡϠ˧ʴ˟˟ˢ˪˘˗ʭ
On top of not advertising your own website with URLs, there are quite a few other marketing tactics
that Amazon doesn’t allow in your listings. This is especially true of product titles. Amazon prohibits
information and symbols such as:
Including such language or symbols is a surefire way to wind up with a suppressed listing. Using
Amazon seller software tools can help you keep track of issues with your listings — because
sometimes you include a prohibited phrase or symbol by accident! You don’t want to lose out on
business because you’re unaware of a hidden listing.
íëìóĺ7lĺ1JS Ɔƅ
ʿ˔˧˘˂˥˂˩˘˥ˣ˥˜˖˘˗ˆ˛˜ˣˣ˜ˡ˚ʭ
In the quest for the Amazon Best Seller Ranking, a common tactic is to have the cheapest price
possible on your listing. One way that many sellers make up for these reduced prices is to jack up
the price of shipping. Unfortunately for them, exorbitant shipping costs are a quick way to get
removed from a shopper’s cart. They would rather pay a bit more for a product with cheaper,
quicker shipping, especially if they’re a Prime member.
Delivering a product behind schedule is another Amazon faux pas. Even if a shopper doesn’t use
Prime, they still expect to receive their item within a reasonable time frame — the one you set. Not
delivering within your specified time can land you a host of scathing reviews, which will seriously
damage your rank.
Remember that quote about honesty? Stick with realistic, manageable shipping dates and, even if it’s
not two-day shipping, your customers will appreciate receiving their order in a timely fashion.
ʴˠ˔˭ˢˡˆ˘˟˟˘˥ˆˢ˙˧˪˔˥˘ˇˢˢ˟˦˲ʹ˥ˢˠ
ʴˀˍʴ˟˘˥˧ʶ˔ˡʻ˘˟ˣʭ
Amazon has a plethora of policies, and they’re constantly changing. It can be hard to keep track of
what’s right and wrong. With help from AMZAlert, you can manage any faulty product listings the
second there’s an issue. Our Amazon Seller software tools offer text alerts and email notifications,
giving you the freedom to step away from the computer and monitor your store at your
convenience. Check out all our amazing features today!
íëìóĺ7lĺ1JS ƆƆ
ˆ˨ˣˣ˥˘˦˦˘˗ʴˠ˔˭ˢˡʿ˜˦˧˜ˡ˚˦ʭ
ʻˢ˪ˇˢʴ˩ˢ˜˗ʴˡ˗˅˘˦ˢ˟˩˘ˇ˛˘ˠ
Whether you’re a new or experienced member of the Amazon Marketplace, you know that
creating a successful seller account can be challenging. Especially if some of your listings aren’t
actually listed.
There are several reasons that product suppression occurs, many of them simple mistakes. One of
the most common is adding a main image that isn’t set against a plain white background, or failing
to add an image at all. Another could be that you forgot to enter a value in the Category field, which
is a problem for all but a few U.S. categories. Simply enter values where they are missing or add an
appropriate image and you’ll be back on track in no time.
So, how do you do that? Luckily, it’s a fairly simple process that you can complete manually. The
steps, as shown in the Amazon Seller Forum, are listed below.
ʻˢ˪ˇˢʹ˜˫ˆ˨ˣˣ˥˘˦˦˘˗ʿ˜˦˧˜ˡ˚˦˂ˡʴˠ˔˭ˢˡ
1. Go to Manage Inventory.
2. Select Fix Suppressed Listings in the left navigation pane. Note: Fix Suppressed Listings is only
visible if you actually have suppressed listings.
3. Select a viewing option, like All Suppressed Listings. Other subsets could be directly related to
the problem, such as Image Missing.
4. Click the Actions link for a listing and select an option, such as Edit Details (Fix Listings).
5. On the Amazon Product Summary page, select a tab with an alert indicator. Red exclamation
points indicate suppressed listings while yellow triangles indicate quality alerts.
6. Click Save and finish after you have resolved all alerts.
íëìóĺ7lĺ1JS ƆƇ
ʻˢ˪ˇˢʾˡˢ˪ˊ˛˘ˡˌˢ˨ʻ˔˩˘ʴˡ
ʴˠ˔˭ˢˡʿ˜˦˧˜ˡ˚ˆ˨ˣˣ˥˘˦˦˘˗
It is important to keep in mind that Amazon does not always tell you when your product has been
suppressed. This is something you have to check on manually, yet another time-consuming task
stacked on top of your already-long list of daily upkeep. Fortunately, it’s also something that
AMZAlert can keep tabs on for you.
We’ll provide suppressed
provide Amazon listing alerts via text and email notifications whenever
something changes in your product listing, meaning you’ll know right away if one of your listings has
been suppressed. You’ll save time and money, which can both go toward more important things —
like continuing to add new listings to a successful store and, just maybe, putting your feet up and
relaxing!
ˀ˔˞˘˨ˡ˗˘˧˘˖˧˘˗ʴˠ˔˭ˢˡ˦˨ˣˣ˥˘˦˦˘˗˟˜˦˧˜ˡ˚˦˔
ˣ˥ˢ˕˟˘ˠˢ˙˧˛˘ˣ˔˦˧ʡ
ʹ˜ˡ˔˟ˇ˛ˢ˨˚˛˧˦
Let AMZ Alert do the work for you and finally sleep
better at night with your booming Amazon business.
www.AMZAlert.com
FREE 10 DAY TRIAL
Enter Code AMZ25OFF to save 25% OFF
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