CASES BACK UP · Offline Notepad

SELLER 99

Hello from Amazon Selling Partner Support,

I hope you are doing well. I sincerely apologize for the inconvenience you have encountered logging in to your Seller Central account. Rest assured that I will do my best to help you resolve your concern. I know how important this matter to you and I'll certainly assist you with this.

Upon checking your issue you need to use your own selling account in order for you to verify the ASIN's that you have given to us.

We understand that people use multiple email addresses, but for account confidentiality reasons we cannot release account information to an email address other than the one associated with your Amazon account.

If you no longer use the email address associated with your account, we ask that you update the email address on file for your account. As a security precaution, we ask our sellers to change their email addresses directly on our website. This ensures that the user requesting the change knows the current login credentials for the existing seller account, preventing any uninvited changes.

To change your email address, follow these step-by-step instructions:

Log into Seller Central.
In the Settings section, select "Login Settings".
On the Login Settings page, in the Email section, click "Edit".
On the Change your email address, enter your new email address, and click "Continue".

For questions about selling on Amazon, see our seller Help pages: https://services.amazon.com

You can access full account details of your Seller Central account at: https://sellercentral.amazon.com

Your patience and understanding are greatly appreciated on this matter.

I appreciate the chance to help you with your query. If there are any other issues or questions you would like to ask, please do not hesitate to message us again.

Number of SP's Intent: 1. Seller intent: Seller 99, cannot login to their account Seller provided identifiers or documents: Skill: M@ Research done: Followed SOP, used recommended blurb. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: https://services.amazon.com SOP link: Handle an Email Case That was Created outside of Seller Central https://paragon-na.amazon.com/hz/codex/?id=GYZUH2UQ6Y4RDZLK&layer=Published/US&locale=en-US Tool link: Was I able to address the SP's intent?: Yes.

SIV FAILED

Hello from Amazon Selling Partner Support,

I hope you are doing well. I completely understand that your application on Amazon has been rejected. I apologize for any inconvenience that this has caused you. Rest assured that I will do my best to help you with your concern.

I am glad to know that soon you'll be one of our business partners. I am totally mindful of your situation and know that this is something very important to your business. It would be my pleasure to assist you and ensure to provide you a more detailed information about the process.

Upon thorough investigation, your registration has been denied and your SIV processed was failed. There are multiple reasons why Sellers can be denied at SIV: We deny sellers when we can’t verify the submitted documents or when they don’t meet our criteria. In your case, in order to complete the registration, we suggest you open a new case to our Verification team at 'trms-siv-sesunoir@amazon.com' along with your documents. After you submit the documents, Amazon will review your information and may contact you for further clarification, if needed, within 3 business days. You can also restart the application process with a new account.

Amazon requires two documents in order to verify your identity. To avoid having your documents rejected, make sure they meet the following criteria: All documents:

           *   Must be valid (not expired, revoked, or closed).
           *   Must be high-quality, in color, and unobstructed (not angled, blurry, or cropped).
           *   Must show the full page.
           *   Must not be a screenshot.
           *   Must be in one of these supported languages: Chinese, English, French, German, Italian, Japanese, Portuguese, and Spanish.

Identity documents:

           *   Must show a full document page, or in case of national identity cards, both sides of the card.
           *   Must be a government-issued identity card that is distributed and recognized by the country, where you are a citizen or resident.

Additional document proof: You might be asked to submit a bank account statement, credit card statement, or business license based on your location. Make sure your documents meet the following criteria: Bank account or credit card statements:

Must match the name of the business or point of contact provided during registration. * Must contain the business address and show customer transactions. * Must be dated within the past three calendar months. Business licenses:

       *   The name of the legal representative or beneficiary owner should match the name on the identity document.
       *   The address should closely match the business address provided during registration.
       *   Must be valid for at least 45 days from the time of registration.
       *   Must not be revoked or closed by the local government.

I sincerely apologize for the inconvenience this may have caused you. I kindly request for more of your cooperation to take this extra mile for us to resolve this issue correctly and receive accurate resolution. We look forward to helping you when you have submitted the documents requested above.

For more information, see; Seller Identity Verification https://sellercentral.amazon.com/help/hub/reference/GQRP483PDN88Q3M9

Frequently asked questions about Global SIV https://sellercentral.amazon.com/help/hub/reference/G2MJXHQCR62DZSSM

• Resources used (such as CIM communication, HP, PWF, SOP)\

ORDER NOTIFICATIONS EMAIL

Hello from Amazon Selling Partner Support,

I hope you are doing well. I completely understand that you are having problems in modifying your Order Notifications settings. I completely understand your situation and recognize how crucial this is to your company. It would be my pleasure to help and to make sure that you receive more thorough explanations of the procedure. To change your order notification preferences:

1.Go to your Notification Preferences. 2. To update or add an email address, click Edit for each type of notification. 3. Update or add your email address, select the notifications you want to enable, and click Save.

I want you to know that I really want to help you resolve this concern. I kindly request for more of your cooperation to take this extra mile for us to resolve this issue correctly and receive accurate resolution.

ERROR 5461

Hello from Amazon Selling Partner Support,

I hope you are doing well. I really appreciate you raising this with us. I understand that you encountered error 5461 upon adding your product.

I am totally mindful of your situation and know that this is something very important to your business. It would be my pleasure to assist you and ensure to provide you a more detailed information about the process.

We have identified that you haven't provided a product id (e.g. UPC, EAN, ISBN etc) for your product. For most categories, you are required to provide a unique product ID, to create a listing.

To learn more about product IDs please visit the below help page: https://sellercentral.amazon.ca/help/hub/reference/G200211450

During our investigation we have identified that for the Category and the Brand name the leather point no GTIN exemption was applied to your account. If your product does not have a product ID, you might be eligible to request a GTIN exemption. However, please note that GTIN exemptions are not available for brands that already provide a GS1-approved barcode on their products.

Learn more about GTIN Exemption: https://sellercentral.amazon.ca/help/hub/reference/200426310#mnd_2jc_jcb__section_lnh_3pm_rhb

This may be tedious on your part but I kindly request for more of your patience us to resolve this issue correctly and receive accurate resolution. Your understanding and cooperation will be much appreciated.

EMAIL FROM TL

Hi Team,

Essential Skills Competency which defines the six core competencies that you guys need to demonstrate in order to provide a world-class Selling Partner experience. Everyone should aim for high behaviors.

WHAT ARE ESSENTIAL SKILLS?

Essential Skills are the observable behaviors and interpersonal qualities that Selling Partner Support Associates are expected to demonstrate during Selling Partner contact handling to reflect our core values. To effectively interact with Selling Partners, you are expected to communicate with confidence, use empathetic language and tone, demonstrate active listening and reading skills, demonstrate problem solving skills, maintain positive positioning throughout your communication, and demonstrate response regulation to ensure our Selling Partners feel heard, valued, and supported. COMMUNICATES WITH CONFIDENCE

Communicates clearly and calmly throughout the entire contact .

“I have reviewed your issue in detail, and I know this is very important for you as [details]. I have identified that you can take the following steps: [details]. I am confident that we have clarified the issue for you.” (Email)

Sounds/seems upbeat and self-assured throughout the entire contact, fostering a human connection with the SP

USES EMPATHETIC LANGUAGE AND TONE Acknowledges the problem and its impact using specific language

Thank you for bringing this to our attention. I’m sorry to hear your items did not update as expected after all of that effort you put in. Please note [provide education on why it did not publish appropriately]. In order to update this listing, I need [information from SP].” (Chat or Email)

Conveys a consistent sense of “we’re in this together” throughout the contact by communicating that they are there to support the SP and help them find a resolution quickly.

Uses SP’s name (when provided and culturally appropriate) and relates on a personal level

“Hi Manuel, thank you for bringing this problem to our attention. I know it can be stressful when [situation]. I have resolved this by/you can resolve this by [action].” (Chat or Email)

DEMONSTRATES ACTIVE LISTENING AND READING

Rephrases questions to dive deeper or clarify information when needed (phone or chat)

Asks clarifying questions and gains explicit confirmation that they fully understand the issue (phone or chat)

“Please allow me to summarize the information you’ve provided and confirm I understand the issue in its entirety.” (Phone)

“Ok, I have everything I need to investigate. I’m going to troubleshoot for you, and I’ll be back with an answer shortly.” (Chat)

Demonstrates problem solving skills

Identifies systemic issues and uses mechanisms to escalate issues to the right parties

“This matter is being forwarded to our internal team for further investigation. We will be sure to notify you as soon as we receive an update.” (Phone or Chat or Email)

Anticipates SP questions/related problems

“In addition to your initial query, we suggest you change the “gl_product_group_type” of your product since right now it is under “gl_toy” which is causing the system to recognize your product as a toy.” (Phone or Chat or Email)

Maintains positive positioning

Explains policy in a way that helps the SP understand the reason the request cannot be met

“Thank you for providing the information related to ASIN [details] which is restricted due to product safety compliance. While you were hoping to address this today, as per policy it is a requisite for sellers meeting all the regulations for the marketplace in which they are selling prior to listing the product. To help us verify the ASIN can be reinstated, we kindly ask for the following: [documents/details].” (Phone or Chat or Email)

Demonstrates response regulation

Remains calm and maintains an even tone throughout the entire contact • Acknowledges SP’s emotion

“Upon detailed review of the case, the ASIN’s XXXX cannot be reinstated as they are considered pesticides, which are prohibited products. We understand this is not the outcome you were hoping for in this situation, but it is in alignment with the US Environmental Protection Agency (EPA) regulations which determine what products are considered pesticides.” (Phone or Chat or Email)

Let me know if you have any questions.

FEEDBACK REMOVAL

Hello from Amazon Selling Partner Support,

Upon further investigating, requests to remove feedback must be submitted through Feedback Manager.

To submit a request, kindly follow these steps:

From the three-line menu at the top left corner of Seller Central, go to "Customers" and select "Feedback Manager".
Locate the feedback that you want to have reviewed.
In the "Actions" column, select "Request removal" from the drop-down menu.

We'll review your request, make a decision based on our feedback removal criteria, and notify you of the results of the review.

Feedback removal requests that are made through other channels, such as "Contact us", will not be reviewed.

For more information, go to the following help pages: "About Feedback Manager" https://sellercentral.amazon.com/gp/help/G761

"Can Amazon remove buyer feedback?" https://sellercentral.amazon.com/gp/help/G20231"

PMA SAMPLE EMAIL

Hello from Amazon Selling Partner Support,

I received your inquiry and understand your concern about the online error message. I will be happy to look into this further for you.

Please respond to this message with some additional information so we can address your concerns:

The problem described in detail, including the exact text of any error messages and whether those messages appear in the browser window or in a separate pop-up window
The page URL where the error occurred

I kindly request for more of your cooperation to take this extra mile for us to resolve this issue correctly and receive accurate resolution. We look forward to helping you when you have submitted the documents requested above.

LISTING NOT BUYABLE, UNABLE TO ADD A PRODUCT ADDED PRODUCT BUT LISTING RESTRICTED

Hello from Amazon Selling Partner Support,

I trust that you are doing well. Thank you for raising your concern to our attention. I understand that you are having trouble adding your product B0167JYKIU.

I value your efforts in making sure that everything is taken care of so that we may continue doing business with you, even though it may take some time for you. Don't worry, I'll look at the underlying cause of this.

After thorough investigation, the listing faces restriction. Amazon places selling restrictions on certain products to protect our customers and maintain their trust. We may place restrictions to ensure that the products sold in our store are safe, authentic, or meet local and regional regulations.

Ultimately, defined products boil down to building trust between the customer, the seller, and Amazon as a marketplace.

Selling restrictions are either placed on individual products or groups of similar products (such as products belonging to the same brand). Selling restrictions may be placed on the following attributes:

-Individual ASINs
-Brands
-Brands within a specific category
-Categories
-Subcategories

After thorough investigation, your account does not currently meet the criteria required to list these products due to account metrics, distribution pathways of the brand, or other factors.

You do not have to worry, this rules are subject to change throughout the year which means selling restrictions may change over time.

For more information, please see help page: Selling Applications FAQ https://sellercentral.amazon.com/help/hub/reference/G84EFS4CKK43USMF

Although I am aware that this is not the response you were seeking, I politely ask that you consider the policy.

If applicable, the exact text or data you entered into a form that triggered the error
Your browser type and version (such as Internet Explorer 8 or Mozilla Firefox 3.5.9)
The operating system you are using (such as Windows 7 or Mac OS X)
The complete URL that appears in your browser's address field
A screenshot of the error message, if available

I request you take this extra step and provide with all the information needed so that I can ensure you get the correct resolution for your query.

Once I receive this information, I will be happy to continue researching this matter.

Thank you for contacting us. We look forward to further assisting you with this matter.

PAA Initial Contact

Hello from Amazon Selling Partner Support,

I understand that you are experiencing issues with [concern provided by seller]. I apologize for any inconvenience that this may have caused you. We certainly understand the urgent nature of this case to be resolve as this is impacting your business with Amazon. Let me assist you on this.

Based on the current information provided, please be informed that I have contacted our internal team for information regarding your issue. We will definitely contact you as soon as we have an update or if any further information is required from your side. We encourage you to wait for our response and assure you that our teams are working on your request on priority.

I appreciate your cooperation and patience with this important matter.

PAA No Response

Handle a case from PMA

Hello from Amazon Selling Partner Support,

I appreciate your effort in reaching out to us regarding your concern with selling a product. Thank you for bringing this to our attention. I do apologize that you have to deal with this kind of situation. It would be my pleasure to assist you to address your concern.

Based on your current information, we are unable to determine the exact nature of the problem. In order to address your concerns, we will need some additional information that can help us easily find the best solution to your concern. Please respond to this message with the details requested as below.

Please provide:

○ ASIN of the product ○ Error message you received upon adding a product

I request you to take this extra step and provide all the information needed so that I can ensure you get the correct resolution for your query.

Once I receive this information, I will be able to continue researching this matter.

I appreciate your cooperation and patience with this important matter.

A+ CONTENT GUIDELINES

Hello from Amazon Selling Partner Support,

I hope you are doing well. I completely understand that you are having problems in the validation of your A+ content. I recognize how crucial this is to your company. It would be my pleasure to help and to make sure that you receive more thorough explanations of issue.

Upon further investigating, the content was rejection. Kindly understand that you have to follow the guidelines to develop clear and useful text and images for your A+ Content. Amazon has specific terms and policies regarding types of content that may not be allowed, so review the following list carefully. Not following these guidelines could result in violations and may lead to a rejection by our system or potential removal of your ASIN as a restricted product or both.

You can follow the link below to avoid rejection. A+ content guidelines: https://sellercentral.amazon.com/help/hub/reference/GGW8U76SSNTRTBX7

A+ Content no displayed on detail page

Hello from Amazon Selling Partner Support,

I hope you are doing well. I completely understand that the content you requested is not displaying on the detail page. I recognize how crucial this is to your company. It would be my pleasure to help and to make sure that you receive more thorough explanations of issue.

Upon further investigating, Kindly verify that the language of the content that you published in the Content Manager matches the language you selected on the detail page. For example, A+ content that was created with the US Spanish language will only display when Spanish is selected as the language on Amazon.com. Also, there is a seven-business day SLA for A+ content to be reviewed. Once approved, it can take up to 24 hours for the content to appear on the detail page.

I'm delighted I was able to assist you with your concern. Please feel free to get in touch with us if you have any questions or requests, and we'll be happy to help.

We want to give our sellers the greatest service possible, so if you have any ideas for enhancing our third-party selling platforms, we'd love to hear you. Visit Contact Us > Other Issues > Make a Suggestion to submit any suggestions or comments you may have.

Account Level Reserve

Hello from Amazon Selling Partner Support,

I hope you are doing well. I completely understand that you have concerns regarding your Account Level Reserve. I apologize for any inconvenience that this has caused you. Rest assured that I will do my best to help you with your concern.

Upon checking, your Account Level Reserve is now $554.11. You also have open A-to-z Guarantee claims. When an A-to-z Guarantee claim is filed, the claim amount will be reserved until the claim is resolved. Some claims can take up to 14 days or longer to resolve, but the reserve will be released after the claims are processed.

Here are the common reasons for an account level reserve:

You have open A-to-z Guarantee claims -When an A-to-z Guarantee claim is filed, the claim amount will be reserved until the claim is resolved. Some claims can take up to 14 days or longer to resolve, but the reserve will be released after the claims are processed.
One or more of your orders has received a chargeback -Money might be reserved if your account has any chargebacks from transactions in the last 90 days. The reserve will be released after the chargebacks are processed.
Your seller performance has fallen below our benchmarks -Money might be reserved if performance metrics fall below our benchmarks. Lower metrics frequently indicate a higher likelihood of claims, chargebacks, and returns.
Your account is under review -We might reserve funds if we notice an unexpected change in your sales or account activity, or if you are a new seller with estimated delivery times that are longer than your settlement period.
Local regulations require us to withhold income tax from you (varies by store) -Money might be reserved depending on your tax registration status and Amazon’s responsibility to withhold and pay income tax based on your sales. .

Multiple reasons for account level reserves can be applied at the same time. For example, if an order for $40 has incurred a chargeback and an order for $20 has an open A-to-z Guarantee claim, the total account level reserve from those two orders would be $60.

And here are some best practices to get paid faster:

Update your bank account or credit card information in Account Settings.
Resolve claims or chargebacks quickly.
Be quick to ship your items, and confirm shipments in Manage Orders.
Provide valid tracking numbers when you confirm shipment. This gives buyers peace of mind in knowing that their package is on its way.
Maintain high performance standards. For more information, go to Account Health Rating program policy.
See if you are eligible for Express Payout to receive transfers within twenty-four hours.

For more information, you can also visit the link below. https://sellercentral.amazon.com/help/hub/reference/popup/200136810

Although I am aware that this is not the response you were seeking, I politely ask that you consider the policy.

INTELLECTUAL PROPERTY - no path

Hello from Amazon Selling Partner Support,

I understand that you have concerns regarding your listing. I apologize for any inconvenience this has caused you. Rest assured that I will do my best to help you with your concern.

I'm glad to help you with your request about the listing removal of your brand protected ASIN.

We've reviewed and determined that we will not be reinstating the removed listings. The listings were removed because your product may not be compliant with Amazon's intellectual property policies. We consider all factors of a product while reviewing policy compliance. This includes seller images, videos, and other customer images for review purposes.

If you believe you are authorized to make such use and the removed listing doesn't infringe the "[INSERT PROTECTED BRAND NAME]" trademark or you're allowed to list "[INSERT PROTECTED BRAND NAME] trademark with your own brand name, you must provide supporting documentation such as a "letter of authorization" or "licensing agreement".

For more information, go to "Letter of Authorization": https://sellercentral.amazon.com/gp/help/GUF78PCXAMHDY2A6

ERROR 5665 APPROVED

Hello from Amazon Selling Partner Support,

I understand that you are contacting us regarding the brand name authorization for the brand "MedSignals ®." I appreciate your patience. We apologize for any inconvenience this has caused you and your business. Rest assured that we value you as our customer, and we will provide you with excellent service.

Good news! I want to gladly congratulate you, as we have completed our review and concluded that your brand meets our criteria for approval. You can now create new ASINs using the brand name "MedSignals ®." As a reminder, any product that you list under this brand name must be an authentic "MedSignals ®" product.

This is truly exciting news! I am looking forward to your growing business and wishing you overflowing luck.

If you’re interested to further grow your brand on Amazon, you can enroll in Amazon Brand Registry. I've provided the link below for your convenience:

https://brandservices.amazon.com/brandregistry/eligibility

I'm delighted I was able to assist you with your concern. Please feel free to get in touch with us if you have any questions or requests, and we'll be happy to help.

Update Banking Information / Update Bank Info

Upon further investigation, it seems that your seller account is missing valid banking information and therefore your seller account for US is not currently Active. Hence, we are unable to continue our investigation. For us to further investigate and for us to provide you an accurate resolution, please reactivate your account by submitting a valid banking information in your account. You may click on the link below to update your banking information. Kindly enter the information as soon as possible in order to activate your Seller Account for US.

In addition to that, after you updated your banking information, please contact us back if the listing still shows inactive so we can further check if there are other requirements or documents you may need to submit. For other helpful information, please visit the below help page: Bank account and credit card information for your seller account. https://sellercentral.amazon.com/gp/help/G19791?referral=A1L18SHJ67AN77_A2BAR3IP730K66

Bad Resolution – Policy Driven

This may not be the resolution you expected from our side, we would never want to disappoint a valued customer like you and we always endeavor to assist our customer with the best of our service so we can ensure that we fulfill all of their needs.

I truly understand that some of our policies sometimes causes inconvenience to our valued sellers. But as this involves a business decision, we as Seller Support would not be able to intervene or make changes on the decisions made by the concerned team.

Thank you for your patience and understanding.

Bad Resolution – Not Meeting Sellers Expectation

Thank you for your understanding in this matter. ******************************************************** Please know that we at Amazon believe in providing our best support to our Sellers and want to meet all of your expectations. However, there are times when we come across situations, such as this one, where we are unable to meet Seller's requests. ******************************************************** We appreciate your understanding and cooperation in this important matter. Please know that we at Amazon believe in providing our best support to our Sellers and love to meet all of your expectations.

Good Resolution

I'm delighted I was able to assist you with your concern. Please feel free to get in touch with us if you have any questions or requests, and we'll be happy to help.

UNCLEAR EMAIL

Hello from Amazon Selling Partner Support,

I hope you are doing well. I apologize for any inconvenience that this has caused you. Rest assured that I will do my best to help you with your concern.

Thank you very much for your email. In order to help you as much as I can, please could you clarify what exactly you need? I would appreciate some further clarification on this aspect to ensure we are aligned.

It would be great to hear back from you so I can properly address your issue.

Hello from Amazon Selling Partner Support,

Thank you so much for raising your concern to our attention. I understand that you have concerns regarding the violation on the listing with ASIN B073V42NBH. I understand that you want to remove the violation from your account.

Please be informed that notifications under Account Health for this ASIN is an auto-generated report. The report refreshes ‘automatically’ in 180 days. Currently, our internal team is unable to alter this manually. Listed below are few reason(s) when violation(s) can be removed from your Account Health metrics:

If seller successfully appeals and Amazon confirm that the listing enforcement action was taken in error .
In case, it has been more than 180 days since the violation was detected on the Account Health metric .
Rights owner retracts a complaint (Received Intellectual Property Complaints)

Take note that listings are not removed from the Account Health page if you change the listing status (e.g. closing or deleting the listing from the Inventory). These performance related alerts notify our sellers about the action(s) needed to maintain Account Health.

Kindly ignore listing alerts in case necessary actions have been taken. Though the violation will stay in your account in the span of 180 days, I can assure you that it will not affect your account in any negative way.

Again, I appreciate your efforts for doing all the things that should be done to maintain your business with us.

This help page will guide you to maintain your account healthy:

Account Health FAQ

https://sellercentral.amazon.com/help/hub/reference/G200285250

I'm delighted I was able to assist you with your concern. Please feel free to get in touch with us if you have any questions or requests, and we'll be happy to help.

INTELLECTUAL PROPERTY - no listing found

Hello from Amazon Selling Partner Support,

I understand that you have an appeal regarding ASIN: B07ZD8YJ7R. I apologize for any inconvenience this has caused you. Rest assured that I will do my best to help you with your concern.

Upon investigating, we were unable to review your appeal as we could not find a listing for ASIN: B07ZD8YJ7R in your inventory.

Note:

If you delete the ASIN after submitting an appeal, this will not remove the violation from your Account Health dashboard.
If you don't want to proceed with this appeal, you can acknowledge the violation by clicking "Submit new information or resolve on your "Account Health Dashboard": https://sellercentral.amazon.com/performance/dashboard to submit an appeal for this violation and acknowledging the options provided. -If you have already acknowledged it, there is no other action required from you.
If you don’t acknowledge the violation, the policy violation warning will remain on your Account Health dashboard for 180 days.

However, if you would like to reopen the appeal, please create a new listing by adding the product into your inventory.

To add a product to your inventory, follow the steps listed on "Add one product at a time":https://sellercentral.amazon.com/help/hub/reference/G200220550If you encounter any issues with listings in future, you can troubleshoot through this link:https://sellercentral.amazon.com/help/da/ManageListings?help-topic=GF5ES9LFB2RNU6R8&url=%2Fhome%3Fref%3Dmanage_listing_issues_wf

PAA EMAIL

Hello from Amazon Selling Partner Support,

I appreciate your patience while we work on your issue. Rest assured that we will do our best to help you resolve this concern.

Upon checking, our internal team is still reviewing and finding a resolution on your case. While I don’t currently have an update, I will follow up with you as soon as additional information is available.

Please accept our sincere apology for the lengthy process. We certainly understand the nature of this case, and we are working closely with the concerned team to get a resolution.

ERROR 5461 - NO PICTURES

Hello from Amazon Selling Partner Support,

Thank you for contacting us for the brand match only 5461 error you are facing while adding a product. I apologize for any inconvenience this has caused you. Rest assured that I will do my best to help you with your concern.

Upon checking, we could not validate the images provided for this issue. To resolve the issue, kindly submit a Seller Qualification (SQ) application again with valid images.

Recreate the error by listing the product again: a. Go to the Add Products link: https://sellercentral.amazon.com/product-search?ref=xx_catadd_dnav_home
b. Follow the on screen instructions and add the product.
When you see the error message, click on the link provided which will redirect you to the Selling application for Catalog authorization.
Complete the form and submit.

If you have already submitted a Selling application, check the status of the application by opening the “Catalog” menu in Seller Central and selecting “View Selling Applications”.

If you are unable to create the error or if the Selling application is not available, provide us the following details to assist you further.

Provide images taken from real world, not computer-generated images or screenshots.
Include front and back of product (or packaging) with bar code on the product (or packaging).This is not applicable if you are applying for GTIN exemption.
Brand name clearly displayed on product (or packaging).
Include images of the product packaged and unpackaged . If the product is an apparel provide image of product unfolded.

ERROR 8572 - no Proof of Affiliation

Hello from Amazon Selling Partner Support,

Thank you for contacting us for the GTIN 8572 error you are facing while adding a product. I apologize for any inconvenience this has caused you. Rest assured that I will do my best to help you with your concern.

Upon further investigation, the provided images do not pass the validation.

Kindly provide the necessary documents that satisfy the below criteria: • Proof stating that the Brand which you are using is affiliated with the UPC/EAN owner. This can be in any one of the below forms:

a. Document showcasing copyright, trademark or website which displays your products or brand and its relationship with the UPC/EAN owner. (We only consider official websites owned by the brand, manufacturer or the UPC/EAN owner - the affiliation should be clearly called out)

b. A copy of a letter or legal agreement from the manufacturer, or brand stating that the UPC/EAN(s) you are using to list this product is valid and owned by them OR that you are allowed to use your own UPC/EAN(s) to sell unique products with their brand.

c. The letter should establish that there is a relationship between the barcode owner associated with your prefix and the brand. The email or letter must also include the point of contact at the brand or manufacturer that Amazon can contact to verify, this can be found in the footer of the email or indicated in the text.

If you have experienced this error code while using Inventory File Templates, provide us with the Batch ID of the inventory file process report.

To troubleshoot issues when adding a product, go to: https://sellercentral.amazon.com/home?ref=add_a_product_wf&spaui-direct-answer=AddAProduct&spaui-help-topic=G200220550

ALTERNATIVE LANGUAGE Reason code: Account Access, Policies & Settings > Feature or Service Requests

Hello from Amazon Selling Partner Support,

I appreciate you for reaching us regarding your concern. I apologize for any inconvenience this has caused you. Rest assured that I will do my best to help you with your concern.

Troubleshooting support is offered in English or the main language of the site in which your account is registered.

If you need technical support or troubleshooting help, submit your question in English or the predominant language of the concerned marketplace so we can further assist you.

To contact us in a different language, kindly select English or the preferred primary one in the language drop-down menu, located at the top-right corner of your account.

SHIPPING ADDRESS

Hello from Amazon Selling Partner Support,

I hope you are doing well. I understand that you're having problems in setting up your shipping address. I recognize how crucial this is to your company. It would be my pleasure to help and to make sure that you receive more thorough explanations of issue.

In Shipping Settings, the default shipping address is the primary physical location, email address, and phone number you use for shipping orders. This information is saved into your account and will automatically appear when you select an address in the Buy Shipping preferences, and Shipping Settings page. You can define multiple shipping addresses, but you can only set one Default shipping address per account. The setting applies to all services and listings associated with the same seller account.

In Shipping Settings, the Default shipping address provides buyers with the location you are shipping from on the All-Offers Display page. You can define multiple shipping addresses, but you can only set one Default shipping address per account. The setting applies to all services and listings associated with the same seller account.

For more information, kindly visit the link below. https://sellercentral.amazon.com/help/hub/reference/G201841320

I appreciate the chance to help you with your query. We hope that all will go well with your shipping address concerns and that you are able to continue earning more sales in your business. If there are any other issues or questions you would like to ask, please do not hesitate to message us again.

SIV FAILED

Hello from Amazon Selling Partner Support,

I trust you are doing well. I do understand that you already followed the given guidelines and abide with the policies in creating your selling account with Amazon. I am totally mindful of your situation and know that this is something very important to your business. No worries! I will do my best and exhaust all the resources that I have to assist you.

I understand that you submitted your documents in order to activate your seller account. However, based from our investigation, our system has already made its decision regarding your registration. We regret to inform you that your seller identity verification did not pass our criteria. We understand that the documents that you shared did not meet our policy requirements.

I know that this is not the outcome you were hoping for. However, we run across circumstances that prevent us from fulfilling the seller's demands as Amazon has already established these rules and regulations, and we must abide by them.

For you to continue selling on Amazon, we highly recommend that you restart the application process with a new account and email ID. After you submit documents, Amazon will review your information and may contact you for further clarification, if needed, within 3 business days.

If you have already restarted the application, please be guided that you should wait for 3 business days for our team to reach a decision. We'll notify you once we receive new information.

Please see: https://sellercentral.amazon.com/gp/help/external/200399470 for additional information.

We appreciate your understanding and cooperation in this important matter. Please know that we at Amazon believe in providing our best support to our Sellers and love to meet all of your expectations.

It was a pleasure assisting you today.

PAA - ERROR 5461

Hello from Amazon Selling Partner Support,

I understand that you are experiencing issues in adding a product. I apologize for any inconvenience that this may have caused you. We certainly understand the urgent nature of this case to be resolve as this is impacting your business with Amazon. Let me assist you on this.

I appreciate your cooperation and patience with this important matter.

ERROR 5461 TICKET RESOLVED, APPROVED

Hello from Amazon Selling Partner Support,

I trust you are doing well. This is Ian. And we appreciate your patience as we thoroughly examined your product.

Congratulations! I'm very happy to deliver that we completed our review and as a result you can now create new ASINs for the products you tried to list.

Kindly let our system to process the changes that has been made for the next 96 hours.

You can complete the ASIN creation using your preferred listing method during that period of time.

Also I highly advice to visit this given link in order to know the compliance for ASIN Creation Policy as you create new ASINs.
https://sellercentral.amazon.com/gp/help/201844590

I'm glad I could be of assistance to you with your concern. We wish you continued success in your business endeavors and the ability to generate more revenue. Please do not hesitate to mail us again if you have any more questions or concerns.

UNABLE TO ADD PRODUCT / INVALID CC / INVALID BANK ACCOUNT INFORMATION / CREDIT CARD

Help Page: Update credit card information
https://sellercentral.amazon.com/help/hub/reference/G202131360

Hello from Amazon Selling Partner Support,

I hope you are doing well. Thank you so much for raising your concern to our attention. I understand that you are having trouble adding a listing due to invalid credit card.

If your credit card has worked in the past, but failed the verification now, please be inform that a verification failure can occur on a card that has worked in the past if the card is close to or has passed its expiration date, or additional changes or restrictions are applied to the card by its financial institution or the card owner. For example, you might have updated your billing address, or your bank decided to not honor the usage of your card on Amazon.

If your credit card is listed as invalid, we verify your credit card based on the following requirements. Violating one or more of the requirements below will result in your card being denied by Amazon.

-The number you entered should match the number on your credit card.

-The billing address you entered should match the billing address on your credit card statement.

-The CVV code you entered should match the code on your credit card.

-The card expiration date should be at least 6 months from when you add the card.

-The card holder’s name you entered should match the card holder’s name on your credit card (in the Latin-script alphabet).

-The card should not be a prepaid, virtual, or gift card.

-The card should be chargeable in the currency of the Amazon store(s) for which the card is being provided.

-The card should have adequate credit limit to pay for the charge.

-If you were asked to enter a unique security code by your financial intuition, the code you entered should match the code sent to the card holder via SMS, email, or token.

If your card meets all the requirements above but is still listed as invalid, we recommend trying a different card or contacting your financial institution for assistance. In some instances, you may be redirected to financial institution to verify your card with a security challenge, prior to being redirected back to Amazon. A separate security challenge may be surfaced to verify that you are the card holder for each card you provide to Amazon, and for each store you wish to sell in.

After you added your credit card, it normally take less than two minutes for us to verify your credit card. However, depending on your card issuer and network, it can take up to 48 hours for Amazon to update your seller account with any new credit card information.

After your credit card has been verified, you can list and/or add products after 24 hours.

I sincerely apologize for the inconvenience this may have caused you. I know this might take a lot of your time and this may be tedious on your part but I kindly request for more of your patience and cooperation to take this extra mile for us to resolve this issue correctly and receive accurate resolution.

For more information, see help pages:

Add, delete, and verify your credit card information https://sellercentral.amazon.com/help/hub/reference/GUQLF3C3HXXXERLC

Error 5665 - Images not from real world

Hello from Amazon Selling Partner Support,

I hope all is okay with you. I'm Ian Christopher. I do understand that you encountered an error 5665 while adding a product.

I understand how serious this is, and I am fully aware of your circumstances. Not to worry! I promise to try my hardest and use every resource at my disposal to help you.

As per our analysis, I regret to inform you that the provided images did not pass the validation. In order for us to further look into the issue, please provide the necessary images that satisfy the below criteria:

• Images are taken from the real world, not computer-generated images or screenshots.

• The product or packaging is held in hand or placed on a table.

I do apologize that you need to take these extra steps in order for your brand to be approved.

Thank you for your understanding in this matter.

180 days

Hello from Amazon Selling Partner Support,

Thank you so much for raising your concern to our attention. I appreciate your efforts for deleting the listing in accordance with the Amazon policy. I understand that you want to remove the violation from your account.

If seller successfully appeals and Amazon confirm that the listing enforcement action was taken in error .
In case, it has been more than 180 days since the violation was detected on the Account Health metric.
Rights owner retracts a complaint (Received Intellectual Property Complaints)

Again, I appreciate your efforts for doing all the things that should be done to maintain your business with us.

This help page will guide you to maintain your account healthy:

Account Health FAQ

https://sellercentral.amazon.com/help/hub/reference/G200285250

Hello from Amazon Selling Partner Support,

I understand that a lot of information on your account has been removed. Rest assured that I will do my best to help you with your concern.

Furthermore, you can always request a call from us seven days a week between 5:00am and 6:00pm Pacific Time.

To request phone calls from your Seller Central account you can use the "Call me now" feature through below steps:

Click on "Contact Seller Support" button in the "More ways to get help" box found on the right side of Help pages. Or you can simply use the "Contact Seller Support" link available at the bottom of all Seller Central pages.
Select the service and then select the issue for which you require our help.
Select "Phone" tab.
Select your country.
Enter your phone number and Extn. (if any)
Check "+ This issue is urgent and requires immediate attention", box if required.
Click on "Call me now" button.

I appreciate the chance to help you with your query. We hope that you are able to continue earning more sales in your business. If there are any other issues or questions, kindly create a new case and do not hesitate to message us again.

PAA - INTELLECTUAL PROPERTY

Hello from Amazon Selling Partner Support,

Thank you for contacting us. I understand that your ASIN: B0CZCL5R2K was tagged Suspected intellectual Property Violation. I know how frustrating this might be especially that this may have caused some impacts in your business. With that, let me help you through this.

After further investigation, this is a gentle reminder to inform you that I have already forward this to our concerned team and we are awaiting to hear back from them who are working on this issue. No worries, we will be sure to notify you as soon as we receive an update. We certainly understand the urgent nature of this case, and we are working closely with the concerned team to get an expedited resolution. To ensure that you don't have to follow up, we would continue to provide timely update on the progress of the situation.

Have a good day.

DID NOT MEET CUSTOMER'S EXPECTATION / REJECTED KINEMBERLU

Hello from Amazon Selling Partner Support,

We hope you are doing well. We appreciate your patience while we work on your concern. Rest assured that we will do my best to help you.

According to our relevant department, the review of your application has been completed and have concluded that it does not meet the criteria for approval at the moment. We see that you are trying to create a listing for one of the brands which is currently restricted. We are currently not accepting applications to create ASIN(s) for the provided brand name 'Daymeet'.

Please know that we at Amazon want to exceed all of your expectations and that we believe in giving our Sellers the highest level of support possible. Nevertheless, there are instances—like this one—where we are unable to accommodate Seller's demands. Regarding this important matter, we really appreciate your cooperation and understanding. Please know that we at Amazon love striving to meet all of your expectations and that we believe in giving our Sellers the very best assistance possible.

INVOICE REQUIREMENTS

Hello from Amazon Selling Partner Support,

I completely understand that you have a concern regarding invoice requirements. I know how important this is to you. Rest assured that I will do my best to help you with your concern.

Amazon requires an invoice with invoice number on the document presented for selling application. Kindly read the additional information below.

Acceptable: Retail receipts or online receipts. For invoices, the invoice must have an invoice number indicated on the document.

Restricted Categories Brands Sub-Categories (Attributes) and ASINs

Not Acceptable:

Important: This list may not be comprehensive. Any document other than a retail receipt, online receipt, or invoice is considered invalid for the purposes of this process.

• Online order confirmations (online or hard copies) and packing slips • Commercial (customs) invoices/receipts • Handwritten invoices/receipts • Invoices/receipts in an editable file format (for example Word or Excel) • PayPal invoices/receipts • Invoices/receipts from liquidators or retailers who only supply used goods, such as Gazelle or Goodwill. • Invoices/receipts from sites like eBay, Alibaba, tmall.com, aliexpress,com, taobao.com, 1688.com. • Sales orders, purchase order, quotes, or pro-forma invoices (invoices sent in advance of a shipment or delivery of goods but does not serve as an agreement) • Seller-created invoices/receipts (supplier information matches the seller)

Also, your invoice must include the distributor's company name, address and valid phone number, your contact information such as name and address which will also match on your Seller information on Amazon Seller Central and a minimum of 10 purchased units of the brand you are requesting approval with. If the invoice contains multiple items, highlight the units you are specifically requesting approval with.

If ever you need further assistance, you can contact us here: https://sellercentral.amazon.com/help/hub/support

Have a good day and stay safe!

LISTINGS BECAME INACTIVE WHENEVER THEY SWITCH TO VACATION MODE

Hello from Amazon Selling Partner Support,

Thanks for giving us the chance to help you with managing your listing status.

If you are going on vacation, or if you would like to temporarily remove your open listings from Amazon for any other reason, you can take advantage of our Listings Status feature. Just set your listings to inactive until you are ready to fulfill orders again.

To view your current listings status in Seller Central, from the "Settings" drop-down menu select "Account Info."

The "Store Status" page shows the current status for each store you're selling on.

To set your listings to inactive, follow these steps:

Click "Vacation Settings"
Select "Inactive" for each store you want to deactivate and click "Save".

Within 1 hour, your open listings will be unavailable for sale on Amazon. When your listings status is "Inactive," you will still be able to create and edit listings. Any additions and changes will be reflected on the website when you reactivate your listings.

[INCLUDE THIS SENTENCE FOR SELLERS WHO HAVE FBA INVENTORY:]

Note: If you set your Listings Status to "Inactive," only listings you fulfill will become inactive. Your FBA listings will remain active, so we can fulfill your orders for you.

[INCLUDE THIS SENTENCE FOR PROFESSIONAL SELLERS ONLY, ORIGINAL AND CONVERGED.]

When you return from your vacation or are ready to sell again, go back to the "Store Status" page, click "Vacation Settings", select "Active" for the inactive store, and then "Save." Within 1 hour your listings will again be available for sale on Amazon.

Listing Status can be edited by users who have permission to manage inventory. If you do not see the "Manage" link next to Listing Status, you don't have authorization to change the setting. Seller Central permissions are set by the account administrator within your company. If you have access to the primary Seller Central account, you can modify permissions by going to Settings > User Permissions. Otherwise, consult with the account administrator within your company regarding authorization to manage inventory and edit your listings status.

I appreciate the chance to help you with your query. We hope that you are able to continue earning more sales in your business. If there are any other issues or questions you would like to ask, please do not hesitate to message us again.

INTELLECTUAL PROPERTY - IMAGE UPDATE BACKGROUND VIOLATION

Hello from Amazon Selling Partner Support,

Thank you for patiently waiting while we work on your issue. I'm glad to help with your request about the listing removal of your brand protected ASIN.

Upon carefully reviewing, we removed your listings because it displays the logo or trademark of "[INSERT PROTECTED BRAND NAME]" on the images for your product without clear authorization for the intellectual property owner for this use.

Remove all images of [INSERT PROTECTED BRAND NAME]’s trademark or logo from your product.

To update your product images, follow these steps:

Go to "Inventory" and click "Manage All Inventory."
Click "Manage Images" from the drop-down next to your product. This will open the product details page.
Go to "Images" tab.
Remove any images from your product or product packaging that displays [INSERT PROTECTED BRAND NAME]’s trademark or logo as per your requirement. A maximum of 9 images are allowed. You can arrange the order after uploading.
Edit and click "Save and finish."

If you believe that you are authorized to use these images and the removed listing doesn’t infringe the trademarks or logo of the rights owner, provide supporting documentation such as a letter of authorization or licensing agreement.

For more information, go to "Letter of Authorization": https://sellercentral.amazon.com/help/hub/reference/GUF78PCXAMHDY2A6

[INSERT IF AUTO REINSTATE]

Once you update the product attributes, your product will be active within 24 hours.

[INSERT IF NON-AUTO REINSTATE]

Once you update the product attributes, please reply with a confirmation.

If you’re unable to update the product attribute, follow these steps on Seller Central:

Go to "Help."
Scroll down and click "Get Support."
Click "Selling on Amazon" and then "Browse for your issue in the menu."
On the "Get Support" page, go to "Products, Listings, or Inventory" and then "Fix a Product Page."

INTELLECTUAL PROPERTY - BRAND NAME INVALID

Hello from Amazon Selling Partner Support,

I'm glad to help with your request about the listing removal of your brand protected [ASIN/ASINs].

We removed your listings as your product might not be compliant with Amazon Intellectual Property policies.

We've reviewed and found that your listing uses the protected trademark term of another rights owner [INSERT PROTECTED BRAND NAME].

Update your product attributes based on the below use cases:

If you want to continue using the existing brand name:

Share a letter of authorization or licensing agreement proving that you're authorized by the rights owner to create and list products using [INSERT PROTECTED BRAND NAME] trademarked term.

For more information, go to "Letter of Authorization":

https://sellercentral.amazon.com/help/hub/reference/GUF78PCXAMHDY2A6

If the listed product is an accessory to a product from the [INSERT PROTECTED BRAND NAME]:

Update the product detail page with title, bullet point, product description, using compatible terms as per "Amazon Intellectual Property policy":

https://sellercentral.amazon.com/help/hub/reference/G201361070

Reference: Your Product’s Brand Name + Product Name + "for"/"compatible with"/"fits"/"intended for" + Brand of Main Product + Main Product Name + other product title elements, if applicable

If the listed product is not related to the [INSERT PROTECTED BRAND NAME] but it's being incorrectly used in the detail page:

Remove all the terms related to the [INSERT PROTECTED BRAND NAME] from the attributes [ADD ATTRIBUTE NAMES WHICH HAVE THE PROTECTED BRAND NAME].

To update your product attributes, follow these steps:

Go to "Inventory" and then click "Manage All Inventory".
Click "Edit" next to the product you want to fix. This will open a new window with the product details page.
Go the appropriate tab to change the specific product attributes.
Edit and click "Save and finish."

[INSERT IF AUTO REINSTATE]

Once you update the product attributes, your product will be active within 24 hours.

[INSERT IF NON-AUTO REINSTATE]

Once you update the product attributes, please reply with a confirmation.

If you're unable to update the product attribute, follow these steps on Seller Central:

Go to "Help".
Select the option "Listing not buyable", and proceed further to contact an associate.

I appreciate the chance to help you with your query.

ERROR 8572 - NEED MORE INFO

Hello from Amazon Selling Partner Support,

Thank you for contacting us for the GTIN 8572 error you are facing while adding a product. No worries, I will do my best to help you with your concern.

Upon further reviewing, we're almost done with the investigation, however, some of the provided images did not pass the validation.

Kindly provide the necessary documents that satisfy the below criteria:

Proof stating that the Brand which you are using is affiliated with the UPC/EAN owner. This can be in any one of the below forms:

Proof of the authenticity of the GTINs you are using via one of the following methods:

a. If you are the owner of the brand you are selling, provide:

A copy of the certificate issued to you by GS1 showing your legal entity and associated GTIN prefix(s)
Proof that the legal entity on this certificate is related to your brands (such as a copyright, trademark, or website which displays your products or brand and references the legal entity).
Product name, manufacturer, brand, and UPC/EAN if applicable

b. If you are not the owner of the brand, provide:

A copy of a letter or legal agreement from the manufacturer, or brand stating that the GTIN you are using to list this product is valid and owned by them OR
Proof that you are allowed to use your own GTIN to sell unique products with their brand.

c. If you are using your own GTIN:

An email or letter to establish that there is a relationship between the legal entity associated with your prefix and the brand. It must include the point of contact at the brand, or manufacturer, for Amazon to contact and verify. This should be located in the footer of the email, or indicated in the text.

d. If you are using your own GTIN to sell unique products with their brand, provide:

A copy of the certificate issued to you by GS1 showing your legal entity, and associated GTIN prefix(s)
Product name, manufacturer, brand, and UPC/EAN if applicable.

If you have experienced this error code while using Inventory File Templates, provide us with the Batch ID of the inventory file process report.

To troubleshoot issues when adding a product, go to: https://sellercentral.amazon.com/home?ref=add_a_product_wf&spaui-direct-answer=AddAProduct&spaui-help-topic=G200220550

If you have all of the information needed, kindly create a new case and provide all of the requirements.

Title: brand_protection_asin_reinstate_pdp_update_product_listed_accessory

Hello from Amazon Selling Partner Support,

I'm glad to help with your request about the listing removal of your brand protected ASIN.

We removed your listings as your product may not be compliant with Amazon Intellectual Property policies.

We've reviewed and found that your product is compatible with or is a replacement for [INSERT BRAND NAME].

Update the product name and description using the following format:

[Seller's Brand] + "Compatible with/Replacement for" + [Product] + [Brand] + [Model Name], if applicable.

To update your product attributes, follow these steps:

Go to "Inventory" and then click "Manage All Inventory."
Click "Edit" next to the product you want to fix. This will open a new window with the product details page.
Go the appropriate tab to change the specific product attributes.
Edit and click "Save and finish."

[INSERT IF AUTO REINSTATE]

Once you update the product attributes, your product will be active within 24 hours.

[INSERT IF NON-AUTO REINSTATE]

Once you update the product attributes, reply with a confirmation.

If you’re unable to update the product attribute, follow these steps on Seller Central:

Go to "Help."
Scroll down and click "Get Support."
Click "Selling on Amazon" and then "Browse for your issue in the menu."
On the "Get Support" page, go to "Products, Listings, or Inventory" and then "Fix a Product Page."

Title: brand_protection_asin_reinstate_successful

INTELLECTUAL PROPERTY

Hello from Amazon Selling Partner Support,

Thank you for patiently waiting while we work on your concern. Congratulations! I'm glad to inform you that we've reinstated your product listing for [INSERT ASIN].

Please update the price and quantity to finish the reinstatement process.

To update your product attributes, follow these steps: 1. Go to "Inventory" and click "Manage all inventory." 2. Click "Edit" next to the product that you want to fix. A new window will open with the product details page. 3. Go the appropriate tab to change the specific product attributes. 4. Edit, and then click "Save and finish."

Once you've updated the product attributes, your product will be active within 24 hours.

Title: brand_protection_asin_reinstate_brand_update_name_invalid

INTELLECTUAL PROPERTY - brand name invalid. asin reinstatement

Hello from Amazon Selling Partner Support,

Thank you for patiently waiting while we work on your concern. I'm glad to help with your request about the listing removal of your brand protected [ASIN/ASINs].

We removed your listings as your product might not be compliant with Amazon Intellectual Property policies.

We've reviewed and found that your listing uses the protected trademark term of another rights owner [INSERT PROTECTED BRAND NAME].

Update your product attributes based on the below use cases:

If you want to continue using the existing brand name:

Share a letter of authorization or licensing agreement proving that you're authorized by the rights owner to create and list products using [INSERT PROTECTED BRAND NAME] trademarked term.

For more information, go to "Letter of Authorization":

https://sellercentral.amazon.com/help/hub/reference/GUF78PCXAMHDY2A6

If the listed product is an accessory to a product from the [INSERT PROTECTED BRAND NAME]:

Update the product detail page with title, bullet point, product description, using compatible terms as per "Amazon Intellectual Property policy":

https://sellercentral.amazon.com/help/hub/reference/G201361070

Reference: Your Product’s Brand Name + Product Name + "for"/"compatible with"/"fits"/"intended for" + Brand of Main Product + Main Product Name + other product title elements, if applicable

If the listed product is not related to the [INSERT PROTECTED BRAND NAME] but it's being incorrectly used in the detail page:

Remove all the terms related to the [INSERT PROTECTED BRAND NAME] from the attributes [ADD ATTRIBUTE NAMES WHICH HAVE THE PROTECTED BRAND NAME].

To update your product attributes, follow these steps:

Go to "Inventory" and then click "Manage All Inventory".
Click "Edit" next to the product you want to fix. This will open a new window with the product details page.
Go the appropriate tab to change the specific product attributes.
Edit and click "Save and finish."

[INSERT IF AUTO REINSTATE]

Once you update the product attributes, your product will be active within 24 hours.

[INSERT IF NON-AUTO REINSTATE]

Once you update the product attributes, please reply with a confirmation.

If you're unable to update the product attribute, follow these steps on Seller Central:

Go to "Help".
Select the option "Listing not buyable", and proceed further to contact an associate.

In-Person Video Verification and Investigation FAQ https://paragon-na.amazon.com/hz/codex/?id=GQ744FJW74EX3EGB&layer=Published/US&locale=en-US

VIDEO VERIFICATION RE-SCHEDULE

Hello from Amazon Selling Partner Support,

Thank you for contacting us. I am sorry to hear that the legal person got ill and required hospitalization. I completely understand that you want to re-schedule your appointment for the video verification. Rest assured that I will do my best to help you with your concern.

Upon checking, you may reschedule your appointment by clicking on the re-schedule or cancel link on the thank you page. Please note that this may delay their verification.

I'm glad I could be of assistance to you with your question. I wish for the speedy recovery of the legal person as well as continued success in increasing sales for your company. If there are any other issues or questions you would like to ask, please do not hesitate to message us again.

ACCOUNT LEVEL RESERVE - FROM MISHKIMM

Hello from Amazon Selling Partner Support,

Thank you so much for raising your concern to our attention. I understand that you want to know what happened to your funds. Rest assured that I will do my best to look into this for you.

After a thorough investigation, your funds are on account level reserve. Please be inform that it is a normal part of selling on Amazon to see funds in the account level reserve on your Payments report. It is the amount of money that is reserved to ensure that you have enough funds to fulfill any financial obligations not covered by Delivery date-based reserve policies.

If you have funds in reserves, it will appear in the Account level reserve section of the Statement View tab on your Payments report.

Here are the common reasons for an account level reserve:

You have open A-to-z Guarantee claims -When an A-to-z Guarantee claim is filed, the claim amount will be reserved until the claim is resolved. Some claims can take up to 14 days or longer to resolve, but the reserve will be released after the claims are processed.
One or more of your orders has received a chargeback -Money might be reserved if your account has any chargebacks from transactions in the last 90 days. The reserve will be released after the chargebacks are processed.
Your seller performance has fallen below our benchmarks -Money might be reserved if performance metrics fall below our benchmarks. Lower metrics frequently indicate a higher likelihood of claims, chargebacks, and returns.
Your account is under review -We might reserve funds if we notice an unexpected change in your sales or account activity, or if you are a new seller with estimated delivery times that are longer than your settlement period.
Local regulations require us to withhold income tax from you (varies by store) -Money might be reserved depending on your tax registration status and Amazon’s responsibility to withhold and pay income tax based on your sales.

And here are some best practices to get paid faster:

Update your bank account or credit card information in Account Settings.
Resolve claims or chargebacks quickly.
Be quick to ship your items, and confirm shipments in Manage Orders.
Provide valid tracking numbers when you confirm shipment. This gives buyers peace of mind in knowing that their package is on its way.
Maintain high performance standards.
See if you are eligible for Express Payout to receive transfers within twenty-four hours.

I sincerely apologize for the inconvenience this may have caused as we know the impact of this to you and to your business. Your understanding will much appreciated.

For more information, see help pages:

View Transactions https://sellercentral.amazon.com/help/hub/reference/G200913230

What is account level reserve? https://sellercentral.amazon.com/help/hub/reference/200136810?referral=A14WEMXMFDVLFD_A14JFKC7MM8O6M

When will I be paid? https://sellercentral.amazon.com/help/hub/reference/G14911

Your patience and understanding are greatly appreciated on this matter.

ACKNOWLEDGMENT

Hello from Amazon Selling Partner Support,

I appreciate you confirming that you received my email. Thank you for responding to this email so quickly and acknowledging it.

TROUBLESHOOTING

Hello from Amazon Selling Partner Support,

I hope you are doing well. I completely understand that your Shipping Settings page is unable to load. Rest assured that I will do my best to help you with your concern.

Kindly follow the instructions below:

Clear the cache, cookies and history within the internet browser the you are using.

Clearing the browser's cache can force recently changed web pages to show up properly.
Each browser handles caching differently, the correct steps for the particular browser must be followed. • Cache https://www.wikihow.com/Clear-Your-Browser%27s-Cache • Cookies https://www.wikihow.com/Clear-Your-Browser%27s-Cookies • History https://www.wikihow.com/Delete-Browsing-History

Also try holding Ctrl+F5 on their keyboard to hard refresh the page.
Log out of Amazon completely, including buyer accounts, and close the browser.
Use an alternate browser and verify that the issue persists. Note: Mozilla Firefox is the preferred browser for Seller Central.

If you already tried all these steps and still can't access the page or you experience any other issues, kindly create a new case and do not hesitate to message us again.

Your patience and cooperation are greatly appreciated on this matter.

Number of SP's Intent: 1. Seller intent: SP is unable to modify shipping settings, page is unable to load. Seller provided identifiers or documents: Skill: M@ Research done: Tried to duplicate on our end but it works just fine. Educated SP based on SOP Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link:

How to Troubleshoot Seller Central Technical Errors https://paragon-na.amazon.com/hz/codex/?id=G9DPQ6GR49KMY8CJ&layer=Published/US&locale=en-US

Paragon Case System User Guide https://paragon-na.amazon.com/hz/codex?id=GAQSRE22MRLTNKH2

Determine a User's Permissions https://paragon-na.amazon.com/hz/codex?id=GUID-4C909405-9151-4AA6-A6F3-4236AC414B11

Tool link: https://www.wikihow.com/Clear-Your-Browser%27s-Cache https://www.wikihow.com/Clear-Your-Browser%27s-Cookies https://www.wikihow.com/Delete-Browsing-History Was I able to address the SP's intent?: Yes.

REPORT A VIOLATION

Hello from Amazon Selling Partner Support,

I hope you are doing well. I am glad that you raise this concern to us. I completely understand that you want to report a violation.

It will be much appreciated if you will file a report for the violation directly to our internal team through Seller Central by;

Go to Report Abuse
Select violation type
Provide concerned Order ID or ASIN/ISBN, as applicable
Make sure to include the following information in the Please describe your issue field, as applicable: -The store or business name of the seller you are reporting -The ASIN or ISBN of the item's detail page and the product title -The marketplaces for which the violation has occurred -A concise explanation of the violation based on the policy -Supporting documentation (for example, order IDs, related messaging, or receipts)
Submit.

We will be forever grateful for your compliance for Amazon policy and your compassion for other sellers. You don't have to worry, all reports are thoroughly investigated by our team. And we will be giving a proper sanction to the seller if proven of his ban actions.

For more details, see: Report a Violation https://sellercentral.amazon.com/help/hub/reference/G200444420

Your patience and cooperation are greatly appreciated on this matter.

Reason code: Seller Performance > Report a violation

Number of SP's Intent: 1. Seller intent: SP wishes to report a violation. Brand name stolen. Seller provided identifiers or documents: Skill: M@ Research done: Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: Seller Performance Report a Violation Report Seller or Buyer Violations Help page link: Report a Violation https://sellercentral.amazon.com/help/hub/reference/G200444420 SOP link: Buyer Violations to Community Rules FAQ https://paragon-na.amazon.com/hz/codex?id=GUID-925F4D82-350D-418A-8921-9AA57C98E6C4&layer=Published/US&locale=en-US Tool link: Was I able to address the SP's intent?: Yes

REQUEST FOR PROOF OF AFFILIATION AND GS1 CERTIFICATE CSS.INVALID_GTIN

Hello from Amazon Selling Partner Support,

I hope you are well. I understand that your listing was removed from the detail page. I am totally mindful of your situation and know that this is something very important to your business. It would be my pleasure to assist you and ensure to provide you a more detailed information about the process.

In order to ensure an enjoyable shopping experience and to protect how brands are presented on Amazon, it is essential that we have accurate data associated with products in our catalog.

We recognize UPC or EANs as valid if they are GS1-vended and recognized by the brand owner of these products. After a review, we have determined that you are using UPC or EANs that are in violation of our Product ID requirements.

Product ID requirements:

We verify the authenticity of product UPCs by checking the GS1 database. UPCs that do not match the information provided by GS1 will be considered invalid. Obtain your UPCs directly from GS1 and not from other third parties selling UPC licenses to ensure that the appropriate information reflects in the GS1 database.

If you believe that there has been an error and the GTIN provided is valid, you can provide proof of authenticity of the GTINs you are using via one of the following methods:

A copy of the certificate issued to you by GS1 showing your legal entity and associated GTIN prefix(s), along with proof that the legal entity on this certificate is related to your brand, such as a trademark registration or website which displays your products or brand and its relationship with the UPC or EAN owner. We only consider official websites owned by the brand, manufacturer or the UPC or EAN owner - the affiliation must be clearly called out.
A document from the manufacturer or brand owner clearly calling out the affiliation between the brand and barcode owner OR stating that you are allowed to use your own GTIN to sell unique products with their brand. If you are using your own GTIN to sell unique products with their brand, provide a copy of the certificate issued to you by GS1 showing your legal entity and associated GTIN prefix(es).

This document from the manufacturer or brand owner can be in the form of a trademark registration, legal agreement, letter of affiliation, or email. This document should be legible, contain letterhead preferably with the logo, and include the issuer’s signature, name, and contact information, including a point of contact at the brand or manufacturer that Amazon can contact to verify.

The manufacturer must also provide a reason for using their own GTIN to sell unique product with the brand. Kindly provide information on the following questions:

Does the brand does not have their own GTIN?

Are you the only entity allowed to sell their brands?

If the product does not have a GTIN, please provide proof of a valid GTIN exemption.

For more information, go to:

Apply for a product ID, or GTIN, exemption https://sellercentral.amazon.com/learn/courses?&courseId=a119406f-32ff-498c-8be0-5cc4d3d904af&moduleId=07829b74-5908-4080-86ec-dde2017d8bf2

If the product has a valid GTIN that is not associated with the ASIN, you can relist the product with the correct GTIN using the Add a Product tool.

For more information, go to “Add one product at a time”: https://sellercentral.amazon.com/gp/help/G200220550

Number of SP's Intent: 1. Seller intent: SP's ASIN was removed. Seller provided identifiers or documents:B0B427MNZ7 Skill: M@ Research done: Followed PWF and SOP, requested proof of affiliation and GS1 certificate by sending the blurb. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: Listings Manage Listings Listing Not Buyable Help page link: SOP link: Handle an Invalid Global Trade Item Number (GTIN) Contact https://paragon-na.amazon.com/hz/codex?id=GVR3KKDW428DDM6R Tool link: CSI Data Viewer https://csi.amazon.com/view?view=simple_product_data_view&item_id=B0B427MNZ7&marketplace_id=1&customer_id=&merchant_id=&sku=&fn_sku=&gcid=&fulfillment_channel_code=&listing_type=purchasable&submission_id=&order_id=&external_id=&search_string=&realm=USAmazon&stage=prod&domain_id=&keyword=&submit=Show

SPOT https://paragon-na.amazon.com/spot/tools#/asin_troubleshooting/asin_details;asin=B0B427MNZ7;caseId=15169690461;merchantId=A1TA61GJMQDJOA;marketplaceId=ATVPDKIKX0DER;searchAttribute= Was I able to address the SP's intent?: Yes

Sample spiels:

Kindly be assured that we have thoroughly checked and reviewed what happened to make sure that your concern will be addressed urgently and accordingly.

AUTOPLAY VIDEOS

Hello from Amazon Selling Partner Support,

I hope you are doing well. I understand that you want to know how to set up videos on the search results of Amazon app. Rest assured that I will do my best to help you resolve your concern. I know how important this matter to you and I'll certainly assist you with this.

Brand registered and not brand registered sellers that have been selling for three months or more can upload videos to display on the main image block of live products. Uploaded videos may be displayed in the main image block, the videos section below the fold on the product detail page and in search results.

You can use either Upload and Manage Videos or Image manager to upload a product video.

Follow the below steps to upload a product video through Upload and Manage Videos:

Click Catalog and select Upload and Manage Videos page. .
On the Manage videos page, click Upload video.
On the Upload videospage, click Upload video and select the video you want to upload or drag-and-drop the required video.
Fill in the required fields: Title: This is the title displayed next to your video. ASINs: Select the products relevant to your video. If your video is approved, then we will display it on the product detail pages of the products that you have selected. Thumbnail: This is the preview image displayed to customers before they play the video. A thumbnail is automatically generated for you. If you decide to replace it, use a high-quality image in either .jpg, .png, .gif, or .bmp format under 5GB.
Click Submit.

Or follow the below steps to upload a product video through Image manager:

Click Catalog and select Upload images.
On the Image manager tab, select the product for which you want to upload the video.
On the product detail pane on the right, click Videos.
Click Upload video and select the required video file. Note: We recommend you to upload files in the highest available quality, up to 1080p but not exceeding 5 GB. Currently acceptable file formats are .mov and .mp4.
Fill in the required fields: Title: This is the title displayed next to your video. Thumbnail: This is the preview image displayed to the customers before they play the video. A thumbnail is automatically generated for you. If you decide to replace it, use a high-quality image in either .jpg, .png, .gif, or .bmp format under 5GB.
Click Submit.

For more information, kindly access the link below: https://sellercentral.amazon.com/help/hub/reference/GWJRQF3C34G4PRA2?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.ADUYJ6UCW0RNT&mons_sel_persist=true&mons_sel_dc=AAAAmNTDRxY%3D

Number of SP's Intent: 1. Seller intent: SP wants to know how to upload autoplay videos. Seller provided identifiers or documents: Skill: M@ Research done: Educated SP based on Help Page. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: Upload a video https://sellercentral.amazon.com/help/hub/reference/GWJRQF3C34G4PRA2?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.ADUYJ6UCW0RNT&mons_sel_persist=true&mons_sel_dc=AAAAmNTDRxY%3D SOP link: Tool link: Was I able to address the SP's intent?: Yes.

SPEED UP THE PROCESS, EXPEDITE THE PROCESS, NO WAY TO SPEED UP THE PROCESS.

Hello from Amazon Selling Partner Support,

I hope this message finds you well. I wanted to touch base regarding the timeline for our ongoing process. It's come to my attention that there might be expectations for expediting the process, and I regret to inform you that, currently, we don't have the option to accelerate it.

While I understand the urgency and importance of timely completion, the current workflow and resources allocated limit our ability to expedite the process further. We are committed to ensuring thoroughness and accuracy in each step, which can sometimes extend the duration.

Rest assured, we're diligently working within the existing framework to streamline processes wherever possible. However, at this juncture, expediting isn't feasible without compromising quality.

I appreciate your understanding and patience as we navigate through this process together. Should you have any further questions or concerns, please don't hesitate to reach out. Your input is invaluable to us.

Thank you for your cooperation.