CASES · 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, kindly create a new case and do not hesitate to message us again.

SELLER 99 (2) SELLER 99 2

Hello from Amazon Selling Partner Support,

Thank you for reaching us regarding your concern. Rest assured that I will do my best to help you on this matter.

I am happy to assist you on your query, however, we are unable to locate your account because you used a different email address. 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.

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, kindly create a new case and 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@, FBA, FFT 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,

Thank you for patiently waiting while we work on your issue. I'm glad to help with your request about your application for the brand name WHALIEN. I appreciate your patience. 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.

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 your application for the brand name "WHALIEN". I appreciate your patience. 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 "WHALIEN". As a reminder, any product that you list under this brand name must be an authentic "WHALIEN" 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.

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 create a new case and email us again if you have any more questions or concerns.

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.

180 days

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,

Thank you for reaching us regarding your concern. I understand that your application was unsuccessful. This is not the experience that we want you to have and behalf of Amazon, I would like to sincerely apologize for the inconvenience. 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 would like 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 to just 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.

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 create a new case and email us again if you have any more questions or concerns.

Number of SP's Intent: 1. Seller intent: Error 5461, ticket already resolved. Seller provided identifiers or documents: Skill: M@ Research done: Provided info from ticket resolver. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: https://paragon-na.amazon.com/hz/diagnostic/show?resourcePath=ViewTicket&diag_run_id=c48dd803-abf1-4b75-859e-666a48597127 Was I able to address the SP's intent?: Yes.

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."

brand_protection_asin_reinstate_brand_update_name_invalid

INTELLECTUAL PROPERTY - BRAND NAME INVALID

Hello from Amazon Selling Partner Support,

I hope this email finds you well. Thank you for your patience and understanding while we addressed your recent concern. We truly appreciate your cooperation throughout this process.

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.

Your satisfaction is our utmost priority, and we appreciate your patience and understanding throughout this process. Should you have any further questions or require additional assistance, please create a new case and don't hesitate to reach out to us. We value your business and look forward to continuing to serve you in the future.

Number of SP's Intent: 1. Seller intent: Intellectual Property, ticket already resolved. Seller provided identifiers or documents: Skill: M@ Research done: Provided info provided by ticket resolver. Used recommended blurb. brand_protection_asin_reinstate_brand_update_name_invalid Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: https://paragon-na.amazon.com/hz/diagnostic/show?resourcePath=ViewTicket&diag_run_id=34a566f4-1187-47fb-b51b-c886f9f17d7c Was I able to address the SP's intent?: Yes.

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.

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

TROUBLESHOOTING

Hello from Amazon Selling Partner Support,

I understand that the page your are trying to access just keeps on loading and you are unable to proceed with your FBA Send To Amazon orders.

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.

Also, please confirm the following: • You are using one of Amazon’s currently supported browsers. • You are using the latest version of the supported browser.

For more information regarding supporting browsers and operating systems, kindly check help page below.

Supported browsers and operating systems https://sellercentral.amazon.com/help/hub/reference/G21361

Number of SP's Intent: 1. Seller intent: Unable to send shipment to Amazon. Page just kept on loading. Seller provided identifiers or documents: Skill: M@ Research done: Educated SP based on SOP Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link:

Supported browsers and operating systems https://sellercentral.amazon.com/help/hub/reference/G21361

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 create a new case and don't hesitate to reach out. Your input is invaluable to us.

Thank you for your cooperation.

Resolved, Spiel, Chat GPT, Sample

Hello from Amazon Selling Partner Support,

I hope this email finds you well.

I wanted to provide you with an update on the error that you've been waiting for us to resolve. We understand the importance of addressing this matter promptly and wanted to assure you that we are actively working on it.

Upon checking with our relevant department, ASINs for the requested brand "SCOBUTY" already exists on catalog with different Product Type Descriptions.

If you are requesting a new brand and wish to register under the brand "SCOBUTY" with Product Type Description "SKIN_MOISTURIZER" please go through BR process: https://brandservices.amazon.com/brandregistry

If you do not wish to list under the requested brand name, kindly use the brand name as "Generic".

Thank you once again for bringing this matter to our attention and for giving us the opportunity to resolve it for you. We truly value your business and look forward to serving you again in the future.

brand_protection_asin_reinstate_infringement_violation_copyrights

Hello from Amazon Selling Partner Support,

Thank you for patiently waiting while we work on your concern. I wanted to provide you with an update on the issue that you've been waiting for us to resolve. We understand the importance of addressing this matter promptly and wanted to assure you that we are actively working on it.

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

We removed your listings because you may have improperly used copyrights of "DUALSHOCK" without clear authorization of the intellectual property owner for this use.

If you believe that you are authorized to use these copyrights and the removed listing doesn’t infringe the "DUALSHOCK" copyrights, please 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

I appreciate your understanding of our policy.

I truly wish I could offer an easier solution that meets your needs. Unfortunately, policy prevents us from doing so in this instance. We understand the frustration this may cause, and we sincerely appreciate your patience and understanding as we work within these guidelines. If there are any other ways we can assist you within our capabilities, please don't hesitate to let us know. Thank you for your understanding and for giving us the opportunity to serve you.

Thank you for your cooperation.

Number of SP's Intent: 1. Seller intent: Intellectual Property. Ticket already resolved. Seller provided identifiers or documents: Skill: M@ Research done: used blurb recommended by ticket resolver brand_protection_asin_reinstate_infringement_violation_copyrights Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: Remedy view and edit https://paragon-na.amazon.com/hz/diagnostic/show?resourcePath=ViewTicket&diag_run_id=80040ffa-c91d-4e6a-80c7-b87807892ec7 Was I able to address the SP's intent?: Yes.

ALT LANG ANNOTATION ALTERNATIVE LANGUAGE ANNOTATION

Number of SP's Intent: 1. Seller intent: Alternative Language Seller provided identifiers or documents: Skill: M@ Research done: Followed SOP. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Handle an Alternate Language Phone, Email, or Chat Contact https://paragon-na.amazon.com/hz/codex/?id=GUID-953766A4-D71F-4AFF-8F96-E33D9507571A&layer=Published/US&locale=en-US Tool link: Was I able to address the SP's intent?: Yes.

Reason code: Product Listings > Product Assurance

PARS DOCUMENT REQUEST

UPLOADED DOCS REJECTED

Hello from Amazon Selling Partner Support,

I hope this email finds you well. Thank you for reaching out to us and for your efforts in providing the necessary documents. Rest assured that I will do my best to help you with your concern.

To ensure that we can proceed with your request effectively, I kindly ask you to review our document guidelines once again and resubmit the required documents.

Instructions on how to reapply:

Go to Seller Central > Performance > Account Health.
Click Product Compliance Requests. This leads to the Manage Your Compliance dashboard.
Click Add/Appeal Compliance and check the status of the ASIN.
Provide new documents or reapply with a comment.

For the required documents and other information, kindly access the link below: https://sellercentral.amazon.com/help/hub/reference/GUG6JJCDN6YYQYJP

Reason code: Product Listings > Product Assurance

ANNOTATION:

Number of SP's Intent: 1. Seller intent: SP's uploaded documents for Compliance requirement for the listing of Baby Feeding has been rejected. Seller provided identifiers or documents: Skill: M@ Research done: Followed PWF. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: https://paragon-na.amazon.com/hz/codex/?id=GVGKBDXJA2XL6D9B Tool link: https://sellercentral.amazon.com/spx/myc/dashboard https://csi.amazon.com/tico/v3/%20Mustard?ts=tico&item_id=B0C2RC27QZ&marketplace_id=1&customer_id=10255737715&sku=Baby%20Feeding%20%2F%202023%20%2F%20Mustard&fn_sku=&order_id=&filter=true&stage=prod&listing_type=purchasable& https://csi.amazon.com/view?view=blame_o&item_id=B0C2RC27QZ&marketplace_id=1&customer_id=10255737715&sku=Baby%20Feeding%20/%202023%20/%20Mustard https://paragon-na.amazon.com/spot/tools#/asin_troubleshooting/asin_details;asin=B0C2RC27QZ;caseId=15177458211;merchantId=AU24DAJXKANP7;marketplaceId=ATVPDKIKX0DER;searchAttribute= Was I able to address the SP's intent?: Yes

PMA SAMPLE 2 PMA 2

Hello from Amazon Selling Partner Support,

I hope this email finds you well. I received your inquiry and understand your concern about your ASIN. I will be happy to look into this further for you.

Can you please elaborate what your concern is so I can further investigate and provide you an accurate resolution? I believe a more detailed explanation would be beneficial in helping me grasp the intricacies and implications involved.

Number of SP's Intent: 1. Seller intent: SP provided ASIN but unclear concern. Seller provided identifiers or documents: Skill: M@ Research done: PMA, asked to elaborate. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: Was I able to address the SP's intent?:

TOMBSTONED

Hello from Amazon Selling Partner Support,

I hope you are doing well. I really appreciate you raising this with us. I understand that you are having issues with the inactive listing B0D1543HMG.

After thorough investigation, the reason for your listing to be inactive is either it being incomplete or not having any active offers within the last 30 days.

In order to activate this listing, relist the product by creating a new product listing on Amazon. To create a new product listing, please follow these steps:

In the ‘Inventory’ menu, click on ‘Add a product’.
Click on ‘Create a new listing’.
Select the category that best matches your product.
Enter the product information such as the product identifier (GTIN, EAN, UPC, ISBN, etc.), key attribute and brand name. Required fields are marked with a red asterisk.
Enter a SKU for your product in the ‘Offer’ tab. If you leave the field blank, we will automatically generate an SKU for you.
If you already have inventory in the warehouse, then use the SKU that was initially used for the listing. This will link the inventory in warehouse to the listing you are going to create.
Fill in the ‘Status’ and ‘Price’ fields for the product.
Once you have entered the requested information, click on ‘Save and finish’. When the ‘Save and finish’ option turns yellow, it means that you have already provided the required information.

For the listing to be out of the stranded inventory, it is important that the listing on the fixed stranded inventory page and the listing on MYI matches.

For more information, go to the Add one product at a time Help page: https://sellercentral.amazon.co.uk/gp/help/200220550

brand_protection_asin_reinstate_infringement_violation_design_with_patent brand_protection_asin_reinstate_infringement_violation_ design_with_patent

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 because you may have improperly used design patents of "DUALSHOCK " with patent number "D0712408".

Only "DUALSHOCK " and their licensees can list patented products.

Provide supporting documentation such as a letter of authorization or licensing agreement if you confirm the following:

You are authorized to use these design patents.
The removed listing doesn’t infringe the "DUALSHOCK" patent.
You’re allowed to list "DUALSHOCK" patent with your own brand name.

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

I appreciate your understanding of our policy.

Thank you for your cooperation.

PAA 2, UPDATE

Hello from Amazon Selling Partner Support,

I hope this email finds you well.

I sincerely hope we can fix this matter as soon as possible; however, we are unsure of the precise time frame in which the concerned department will offer a solution. Rest assured, we're actively working on your behalf and will follow up with you promptly once we have the necessary updates.

Thank you for your patience and understanding in this matter. If there are any other issues or questions, kindly create a new case and do not hesitate to message us again. Your satisfaction is our priority.

Number of SP's Intent: 1. Seller intent: SP is asking if there is a timeframe on when they can hear back from the relevant department. Seller provided identifiers or documents: Skill: M@ Research done: Advised SP to wait, educated SP. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: https://paragon-na.amazon.com/hz/diagnostic/show?resourcePath=ViewTicket&diag_run_id=fd793160-c27c-4d5f-a2d8-959ffb71a3be Was I able to address the SP's intent?: Yes.

CHANGE PHONE 2 STEP VERIFICATION BACK UP

Hello from Amazon Selling Partner Support,

I hope this email finds you well. We've received your request for assistance with changing the two-step verification method on your phone, and I'm here to guide you through the process.

Ensuring the security of your account is our top priority, and we're committed to helping you make this change smoothly.

If you do not have access to your backup device, you will need to go through the account recovery process. Visit - https://www.amazon.com/gp/help/customer/display.html?nodeId=202073840

This will require you submitting a copy of your government-issued identification to confirm your identity. This usually happens within 12 hours, but it could take 1-2 days.

Once your account is recovered, you will be required to enable Two-Step Verification again. You can enter a new primary and backup method for receiving your authentication codes, which you can change at any time on the Advanced Security Settings page. When you re-enable Two-Step Verification, you may notice that your previously designated phone numbers are populated in the fields.

If the numbers are no longer valid, visit Two-Step Verification (2SV) Setting - https://www.amazon.com/a/settings/approval and delete the outdated information.

If you encounter any difficulties or have any questions during this process, please create a new case and don't hesitate to reach out to us. We're here to assist you at every step and ensure a seamless transition.

Thank you for taking the time to enhance the security of your account with us. Your proactive approach is greatly appreciated, and we're here to support you throughout this process.

Number of SP's Intent: 1. Seller intent: SP needs assistance in changing verified phone number. Unable to receive verification code. Seller provided identifiers or documents: Skill: M@ Research done: Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Followed PWF and SOP. Used blurb from SOP. Handle a Two Step Verification Account Recovery Issue https://paragon-na.amazon.com/hz/codex?id=GUID-13F1DB5D-F196-41E3-B14D-61BEDF11C518&layer=US&referrer=Paramount Tool link: Was I able to address the SP's intent?: Yes.

PMA SAMPLE 3 PMA 3 asked to elaborate

Hello from Amazon Selling Partner Support,

I hope this email finds you well. Thank you for reaching out to us regarding your concern. We're committed to providing you with the best possible assistance, and to do so effectively, we kindly request some additional information from you.

Could you please elaborate further on the specific details of the concern you're experiencing? Any additional context or details you can provide will greatly assist us in investigating the matter thoroughly and offering a timely resolution.

Here are a few points that would help us better understand your situation:

• Description of the Issue: Please provide a detailed explanation of the problem you're encountering. Include any error messages or specific behaviors you've observed. • Steps Taken So Far: Have you already attempted any troubleshooting steps to address the issue? If so, please let us know what you've tried so we can avoid suggesting redundant solutions. • Relevant Account Information: If the concern is related to your account or a specific transaction, please provide any relevant account details or reference numbers to help us locate and review the relevant information. • Screenshots or Attachments: If possible, attaching screenshots or any other relevant documentation related to the issue would be incredibly helpful for our investigation.

Once we receive this additional information from you, we'll promptly review the details and work to provide you with a solution or further assistance as needed.

Thank you for your cooperation and understanding. We're committed to resolving this matter for you as quickly and efficiently as possible. If you have any questions or require further clarification, please don't hesitate to let us know.

ERROR 5665 APPROVED, ERROR 5665 ACCEPTED

Hello from Amazon Selling Partner Support,

I hope this email finds you well. Thank you for your patience and understanding while we addressed your recent concern. We truly appreciate your cooperation throughout this process.

Congratulations! I'm pleased to inform you that 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 "E-Neweight". As a reminder, any product that you list under this brand name must be an authentic "E-Neweight" product.

If you’re interested in further growing your brand on Amazon, enroll in Amazon Brand Registry: https://brandservices.amazon.ca/brandregistry/eligibility

Note: If the "E-Neweight" is already approved for Global Trade Item Number exemption, follow the steps provided in your Global Trade Item Number approval case to list your products.

ERROR 5665 REJECTED ERROR 5665 UNAPPROVED

Hello from Amazon Selling Partner Support,

I hope this email finds you well. Thank you for your patience and understanding while we addressed your recent concern. We truly appreciate your cooperation throughout this process.

Please be informed that our system have identified that the brand you are attempting to list with is already registered or approved on Amazon.

Not to worry! If your products belong to a brand that is already established on Amazon, just ensure that you use the exact brand value while creating the listing. It's crucial to maintain consistency and integrity in representing brands across our platform.

Additionally, I'd like to emphasize the significance of avoiding spelling errors or adding extra spaces in the prefix, suffix, or anywhere within the brand value entered during the listing creation process. This ensures that your listings are correctly associated with the respective brand and are easily discoverable by customers.

By adhering to these guidelines, you contribute to a seamless shopping experience for our customers and uphold the credibility of your brand on our platform.

If you are still facing the 5665 error, kindly create a new case and provide the latest screenshot of the error code 5665 with the brand name and time stamp visible in the background for further investigation.

Thank you for your attention to this important detail, and we appreciate your cooperation in maintaining the quality and accuracy of listings on Amazon.

Number of SP's Intent: 1. Seller intent: Error 5665. Already resolved. Seller provided identifiers or documents: Skill: M@ Research done: Continued PWF, educated SP. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used:

Listings
Manage Listings
Add a product Help page link: SOP link: Tool link: Was I able to address the SP's intent?: Yes.

DROP SHIPPING / DROP SHIP Agreement, Amazon's Policy, Amazon Policy

Hello from Amazon Selling Partner Support,

I hope you are doing well. I understand that you are requesting sample information that must be included on the agreement to meet Amazon's policy. I know how important this matter to you and I'll certainly assist you with this.

Regarding the format for submissions, we want to emphasize that there is no specific template or format required. Our primary concern is that all necessary requirements are met comprehensively. Whether you choose to submit your work in a traditional document format, a presentation, or any other suitable format, as long as it effectively addresses the outlined criteria, it will be considered.

For more information, kindly access the link below: https://sellercentral.amazon.com/help/hub/reference/G201808410?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.AU6ZO850ZKQGP&mons_sel_persist=true&mons_sel_dc=AAAAmNTDRxY%3D

Number of SP's Intent: 1. Seller intent: SP is asking for documents/references regarding the agreement to meet Amazon's Policy. (Drop Ship Policy) Seller provided identifiers or documents: Skill: M@ Research done: Provided info from help page. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: Drop Shipping Policy https://sellercentral.amazon.com/help/hub/reference/G201808410?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.AU6ZO850ZKQGP&mons_sel_persist=true&mons_sel_dc=AAAAmNTDRxY%3D SOP link: Tool link: Was I able to address the SP's intent?: Yes.

ASKED FOR ORDER ID, ASK FOR ORDER ID

File SAFE-T Claim

Hello from Amazon Selling Partner Support,

Thank you for reaching us regarding your concern. 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.

As you mentioned when contacting us, the Order ID: 112-4898518-4667417 has been refunded without the item being returned to you. The buyer can be refunded automatically if there is no response to the request within the 24-hour on your seller central return/refund request page. However, we have a team focused on reviewing claims in these types of situations.

Let me go ahead and walk you through how you can make a claim for a refund.

To request a review of the refund, please contact our SAFE-T claims team following the steps below:

From the Orders tab in Seller Central, go to Manage SAFE-T claims.
Click File a new SAFE-T claim, in the top right-hand corner of the page.
Enter the order ID for the return and then click Check eligibility. If your order is eligible, proceed to the next step. If not, please
know that there is no appeal option to request the claim be filed and reviewed for the order ID.
Select the reason that best describes your case for your reimbursement claim.
In your claim, provide details as to why you believe Amazon should reimburse you. For example, you have been overcharged for the return label or the product was returned in an unacceptable condition.
Attach all necessary supporting documentation (e.g. supportive images of damaged item, the image of the Return Mailing Label, Tracking ID, delivery proof, or any additional information you see necessary to review your claim), if applicable, and then click Submit SAFE-T claim.

You will receive an email confirming receipt of your claim, any future correspondence on your claim should be done on the Manage SAFE-T Claims page.

Communication related to SAFE-T claims can be viewed in the Communication Center in Manage SAFE-T claims page, for easy access, go to: https://sellercentral.amazon.com/safet-claims

Note: There may be additional requests from the SAFE-T team which will need to be shared within 7 days.

I appreciate the chance to help you with your query on how to request for a refund. 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.

I hope you have a great day!

Number of SP's Intent: 1. Seller intent: Refunded by Amazon but item was not returned. Seller provided identifiers or documents: Skill: M@ Research done: Followed PWF Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: Orders MFN Program, Orders and Returns (includes Seller Fulfilled Prime) MFN Returns and Refunds (Order no longer in-transit; Prime and non-Prime) Help page link: SOP link: Tool link: SPOT https://paragon-na.amazon.com/spot/tools#/order_information;orderId=112-4898518-4667417;caseId=15202297911;merchantId=A2QHD6R3RH2E8U;marketplaceId=ATVPDKIKX0DER Was I able to address the SP's intent?: Yes.

UNABLE TO PROCESS REQUEST ERROR 5461, UNAPPROVED NOT APPROVED ERROR 5461 NOT APPROVED

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.

We have completed our review of your application 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 "Totmizby". While I understand this news may be the one you are expecting, please know that we are here to assist you in any other way we can within the bounds of our policies.

If there are any other questions you have or if there's anything else we can do to support you, please don't hesitate to let us know. Your satisfaction is our priority, and we're committed to finding a resolution that meets your needs.

Thank you once again for your understanding and patience. We value your business and look forward to serving you in the future.

UNABLE TO PROCESS REQUEST 2 ERROR 5461, UNAPPROVED NOT APPROVED 2 ERROR 5461 NOT APPROVED 2

Hello from Amazon Selling Partner Support,

Thank you for reaching us regarding your concern. I understand that you are receiving an error while adding a product. No worries! Rest assured that I will do my best to help you with your concern.

After careful consideration, we want to inform you that your request was not approved at this time. Upon review, it appears that the image provided does not seem to be associated with the product you are attempting to list.

We do acknowledge that errors do happen, but don't worry—I'm here to help you further. We respectfully request that you send us legitimate photographs of the goods and/or packaging that clearly display the brand name if you think this judgment was made incorrectly. This will enable us to appropriately evaluate your request and move forward.

Should you encounter any challenges in obtaining valid images, we recommend using the brand name as "Generic" for the time being. This will enable us to proceed with listing your product while ensuring clarity and accuracy for our customers.

We value your partnership and are committed to assisting you throughout this process. Please feel free to create a new case and reach out to us if you have any questions or require further assistance. We look forward to working with you to resolve this matter promptly.

Thank you for your understanding and cooperation.

Number of SP's Intent: 1. Seller intent: Ticket already resolved. Error 5461. Seller provided identifiers or documents: Skill: M@ Research done: Provided info from ticket resolver. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: https://paragon-na.amazon.com/hz/diagnostic/show?resourcePath=ViewTicket&diag_run_id=b8dd38e1-454b-4a49-83c0-96ee2b06c862 Was I able to address the SP's intent?: Yes.

REPORT REPORT ALLEGED INTELLECTUAL PROPERTY REPORT A SELLER UNAUTHORIZED SELLER

Hello from Amazon Selling Partner Support,

I hope this email finds you well. We have recently become aware of unauthorized sellers offering your product without proper authorization from you. As the rightful owner of the product, it's imperative that we take action to protect our brand integrity and ensure our customers receive authentic products and the best possible service.

Amazon provides a publicly available form for reporting alleged intellectual property infringements such as copyright, trademark and patent concerns. The form is available at the link below:

https://www.amazon.com/report/infringement

Alternatively, if you are the registered brand owner in Brand Registry, you can use Report a Violation on your brand registry account using the link below:

https://brandregistry.amazon.com/brand/report-a-violation

All reports are thoroughly investigated by our investigations team. For privacy reasons, the results of our investigations cannot be disclosed.

We take reports of unauthorized sellers very seriously, and we are committed to addressing these issues promptly. Your assistance in identifying and reporting unauthorized sellers is greatly appreciated and plays a crucial role in safeguarding our brand and our customers.

If you have any questions or require further assistance, please create a new case and don't hesitate to reach out to us.

Thank you for your cooperation and support in helping us maintain the integrity of our brand and products.

Number of SP's Intent: 1. Seller intent: SP wants to report an unauthorized seller that is selling their product. Seller provided identifiers or documents: Skill: M@ Research done: Used recommended blurb. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link:https://www.amazon.ca/sp?ie=UTF8&seller=A22EO0LNV8UK74&asin=B0BZSQQXBZ&ref_=dp_merchant_link Was I able to address the SP's intent?: Yes.

DETAIL PAGE REMOVED DETAIL PAGE ISSUE

Hello from Amazon Selling Partner Support,

I'm glad to help with your request related to the ASIN: B01FS6H5TO. Rest assured that we value you as our customer, and we will provide you with excellent service.

After a review, we've determined that the listed ASINs have been restricted due to a policy compliance issue. We also understand that you have no option to appeal for the ASIN under the account health dashboard. No worries, let me provide you the best resolution so this issue can be resolved immediately.

To request additional investigation on this issue, kindly contact our account health specialist team by following these steps:

Sign-in to Seller Central and open the menu on the left. Select "Performance" and click "account health".
Go to the "Need help?" section, click "Call me now" or "Contact us" (based on availability).

For more information, go to "Account health FAQ": https://sellercentral.amazon.com/help/hub/reference/G200285250

Number of SP's Intent: 1. Seller intent: Detail Page removed Seller provided identifiers or documents: Skill: M@ Research done: Followed PWF. Used recommended blurb. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Research Infringement or Non Infringement ASIN Suppression Missing from Account Health Dashboard https://paragon-na.amazon.com/hz/codex?id=G2DD3M59Z88N2ASN Tool link: https://sellercentral.amazon.com/performance/dashboard CSI Data Viewer https://csi.amazon.com/view?view=simple_product_data_view&item_id=B01FS6H5TO&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 Tico V3 https://csi.amazon.com/tico/v3/?ts=tico&item_id=B01FS6H5TO&marketplace_id=1&customer_id=923826550&sku=WAL8148&fn_sku=&order_id=&filter=true&stage=prod&listing_type=purchasable& Was I able to address the SP's intent?: Yes

ASKED FOR ASIN PMA

Hello from Amazon Selling Partner Support,

I hope this email finds you well.

Thank you for reaching us regarding the recent issue you've encountered with your account health. No worries! Rest assured that I will do my best to help you.

To further investigate and address the issue effectively, could you kindly provide us with the ASIN (Amazon Standard Identification Number) of the product associated with the reported violation? Having this information will allow us to conduct a thorough examination and take appropriate actions to rectify the situation.

Your cooperation in this matter is highly appreciated, and please rest assured that we are committed to restoring your account health and ensuring a positive experience for you on our platform.

Number of SP's Intent: 1. Seller intent: According to SP, there is no trademark misuse. Seller provided identifiers or documents: Skill: M@ Research done: Asked to provide ASIN for confirmation. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Process a Brand Protection ASIN Reinstatement or Suspected IP Violation Contact https://paragon-na.amazon.com/hz/codex/?id=GUID-EBDD53BD-CD1D-46E6-9FE9-CB29F2456052&layer=Published/US&locale=en-US Tool link: CSI Data Viewer https://csi.amazon.com/view?view=simple_product_data_view&item_id=B0D1JG8FWR&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 Was I able to address the SP's intent?:.

REFUNDED BUT NOT DELIVERED A-Z CLAIM ALREADY FILED ALREADY APPEALED FOR AN A-Z CLAIM

Hello from Amazon Selling Partner Support,

I hope this email finds you well!

I wanted to reach out to inform you that our team has noted your recent A-Z claim. Rest assured, your concerns have been duly noted, and we are actively working to address them. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter in a timely manner.

In the meantime, I kindly ask for your patience and understanding. Our dedicated team is diligently reviewing your case to ensure that we provide you with the best possible solution. We truly appreciate your cooperation and cooperation as we work through this process together.

For more information, kindly visit the links below.

Appeal an A-to-z Guarantee claim https://sellercentral.amazon.com/help/hub/reference/G202041210?

Amazon’s A-to-z Guarantee claims https://sellercentral.amazon.com/help/hub/reference/G27951?

If you have any questions or require further assistance, please don't hesitate to create a new case and reach out to us. We're here to help and are committed to ensuring your complete satisfaction.

Thank you once again for bringing this matter to our attention. Your feedback is invaluable in helping us improve our services.

Number of SP's Intent: 1. Seller intent: Item was refunded but was not delivered. Seller provided identifiers or documents: 701-6267056-1566664 Skill: M@ Research done: Checked seller central and SP just filed an A-Z claim. Inform SP to wait. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: SPOT https://paragon-na.amazon.com/spot/tools#/order_information;orderId=701-6267056-1566664;caseId=15234699231;merchantId=A2OVHENG73GA0X;marketplaceId=A2EUQ1WTGCTBG2 Amazon Seller Central https://sellercentral.amazon.com/gp/guarantee-claims/home.html/ref=xx_azclaims_dnav_xx#/ Was I able to address the SP's intent?:

SMALL BUSINESS BADGE

Hello from Amazon Selling Partner Support,

Thank you for patiently waiting while we work on your concern. I wanted to provide you with an update on the request that you've been waiting for us to resolve. We understand the importance of addressing this matter promptly and wanted to assure you that we are actively working on it.

Upon checking, please be informed that we have reviewed your request and are thrilled to announce that your business is eligible to receive the Small Business badge on Amazon.com.

Please allow up to seven business days for the Small Business badge to appear on your branded products across Amazon. During this time, our team will work diligently to ensure that your badge is implemented seamlessly.

We appreciate your patience and understanding as we process this request.

Once again, congratulations on this achievement! We wish you continued success in your business endeavors and the ability to generate more revenue. Please do not hesitate to create a new case and email us again if you have any more questions or concerns.

Number of SP's Intent: 1. Seller intent: Small business badge, ticket already resolved. Seller provided identifiers or documents: Skill: M@ Research done: Educated SP about info from ticket resolver. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: https://paragon-na.amazon.com/hz/diagnostic/show?resourcePath=ViewTicket&diag_run_id=c22a163e-b6f3-4ab8-a114-97951f9dc9b9 Was I able to address the SP's intent?: Yes.

BUY BOX FEATURED OFFER

Hello from Amazon Selling Partner Support,

I hope this email finds you well. Thank you for reaching us regarding your concern about your featured offer. Let me assist you on this one.

I'm excited to inform you that your product is now eligible for the Buy Box on our platform. This is an important milestone that can significantly enhance your visibility and sales potential.

However, I want to clarify that while your product is eligible for the Buy Box, the selection of the Buy Box winner will be determined randomly by our system. It's essential to note that the system's decision will not be solely based on the product's price.

Our platform values fairness and diversity in Buy Box allocation, and factors such as seller performance metrics, fulfillment methods, and customer service quality also play a crucial role in the selection process.

We encourage you to continue providing excellent customer service, maintaining competitive pricing, and optimizing your product listings to maximize your chances of winning the Buy Box in the future.

If you have any questions or need further assistance, please don't hesitate to reach out to our support team. We're here to support you every step of the way.

Thank you for choosing to partner with us, and we wish you continued success in your selling endeavors.

Number of SP's Intent: 1. Seller intent: Featured offer. SP is asking us for a price that they can offer so they can win the featured offer. Seller provided identifiers or documents: Skill: M@ Research done: Educated SP. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: https://sellercentral.amazon.com/help/hub/reference/G37911 Was I able to address the SP's intent?: Yes.

ACCOUNT LEVEL RESERVE 2

Hello from Amazon Selling Partner Support,

I hope this email finds you well. I completely understand that you have concerns regarding your Account Level Reserve. Rest assured that I will do my best to help you with your concern.

We wanted to provide you with some clarification regarding the funds you see in the Account Level Reserve section of the Statement View tab on your Payments report.

It is entirely normal for sellers on Amazon to have funds reserved in the Account Level Reserve. This reserve is a standard practice designed to ensure that you have adequate funds available to fulfill any financial obligations that may arise, such as refunds, claims, or chargebacks.

There are multiple reasons why an account level reserve may be established, including but not limited to:

You are subject to delivery-date based reserves
You have open A-to-z Guarantee claims
One or more of your orders has received a chargeback
Your seller performance has fallen below our benchmarks
Your account is under review
Local regulations require us to withhold income tax from you (varies by store)

For more information, kindly access this link. https://sellercentral.amazon.com/help/hub/reference/G200136810?

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.

Kindly check these links as well.

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

Please rest assured that the funds in the Account Level Reserve are still yours and will be released according to the terms outlined in your seller agreement. These reserves are in place to protect both you and your customers, ensuring a smooth and reliable selling experience on our platform.

If you have any further questions or concerns regarding the Account Level Reserve or any other aspect of your seller account, please don't hesitate to create a new case and reach out to our seller support team. We're here to help and ensure your success on Amazon.

Thank you for your understanding and cooperation.

Number of SP's Intent: 1. Seller intent: Account Level Reserve. SP is asking when they will be paid. Seller provided identifiers or documents: Skill: M@ Research done: Informed SP regarding info from help page. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: https://sellercentral.amazon.com/help/hub/reference/G200136810?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.A1N27DRL81A5ZN&mons_sel_persist=true&mons_sel_dc=AAAAmNTDRxY%3D

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

SOP link: Tool link: Was I able to address the SP's intent?: Yes.

brand_protection_asin_reinstate_no_image

Hello from Amazon Selling Partner Support,

I hope this email finds you well. Thank you for your patience and understanding while we addressed your recent concern. We truly appreciate your cooperation throughout this process.

Upon checking, we've reviewed and found that there are no product images in the product attributes.

No worries! You just have to upload all relevant images of your product in Seller Central.

To upload the 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.
Upload the images. A maximum of 9 images are allowed. You can arrange the order after uploading.
Edit and click "Save and finish."

Once updates are made, please create a new case and send us a confirmation.

Number of SP's Intent: 1. Seller intent: Suspected IP. Ticket already resolved. Seller provided identifiers or documents: Skill: M@ Research done: Educated SP. Used blurb recommended by ticket resolver. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Tool link: Remedy View and Edit https://paragon-na.amazon.com/hz/diagnostic/show?resourcePath=ViewTicket&diag_run_id=fd19306f-81aa-47c3-94fd-e31ee0ef5645 Was I able to address the SP's intent?:

LETTER TO TEAM LEADER EMAIL TO TEAM LEADER EMAIL TO TL BREAK ADJUSTED BREAK

Dear Team Leader,

I am writing to inform you that I took my first break slightly adjusted today due to unforeseen circumstances. Right before my scheduled break time, I received a case that required immediate attention and had to be handled promptly. As a result, I had to delay my break in order to address the situation at hand.

It is important for me to prioritize my responsibilities and ensure that all tasks are completed in a timely manner. While I understand the importance of adhering to break schedules, sometimes unexpected situations arise that require immediate action. In such cases, it is necessary for me to make adjustments in order to effectively manage my workload.

I appreciate your understanding and support as I navigate through these challenging situations. Rest assured, I will make every effort to stay on track with my work schedule and communicate any deviations as they occur.

CUSTOMER RATING, TOTAL RATING, CUSTOMER FEEDBACK, TOTAL FEEDBACK, DIFFERENT NUMBER OF FEEDBACK, DIFFERENT NUMBER OF RATING

Hello from Amazon Selling Partner Support,

I hope you are doing well. This is Ian. 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 your concern.

Upon further investigating, I want to inform you that the overall star rating includes feedback from customers who simply rated the product (one-tap reviews) as well as the traditional reviews with text, images or video.

Only reviews with text, images and video are displayed in the Customer Reviews section of a product. If more customers rated the product than those who submitted additional content, shoppers will see a difference in the number of ratings displayed and the number of reviews displayed.

Your satisfaction is our utmost priority, and we appreciate your patience and understanding throughout this process. We wish you continued success in your business endeavors and the ability to generate more revenue.

Should you have any further questions or require additional assistance, please create a new case and don't hesitate to reach out to us. We value your business and look forward to continuing to serve you in the future.

Number of SP's Intent: 1. Seller intent: SP came back. SP is asking why the total ratings for their ASINs are incorrectly shown. Seller provided identifiers or documents: ASIN: B0CSDSS9B4, B0CHS5N6KN, B0C6YDY6BM Skill: M@ Research done: Educated SP, used SOP. Was there a Change Integration Management (CIM) announcement: N/A Applicable Paragon workflow used: N/A Help page link: SOP link: Customer Rating FAQ https://paragon-na.amazon.com/hz/codex/?id=GUC8RW5J8KNZK98H&layer=Published/US&locale=en-US Tool link: Was I able to address the SP's intent?:

CONTACT DRIVERS FROM ATE KIM

US M@

Prime deal (Suppressed)

Hello from Amazon Selling Partner Support,

I understand that you are having trouble creating prime exclusive discount for your listings due to the error you encountered; error "Suppressed. Discount overlap".

Please be informed that the Prime Exclusive Discount for the product has been temporarily removed. At the time of submission and even after submission, we periodically check whether products on which a discount is offered meet or continue to meet the eligibility criteria. Suppression of a discount indicates that your product has stopped fulfilling one or more of the eligibility criteria for Prime Exclusive Discount.

Nevertheless, the Prime Exclusive Discount for your product will be automatically reactivated if a later check finds that your suppressed product meets eligibility criteria again. You can separately edit the details of the product to fix any issue that has triggered suppression.

For more details, refer to help page: Prime Exclusive Discount FAQ https://sellercentral.amazon.co.uk/help/hub/reference/GPXVNNG52W63SFGK

Spoof email

Hello from Amazon Selling Partner Support,

I understand that you received a message that your subscription for Amazon FBA is soon to expire.

After a thorough investigation, the notifications are not shown or sent through your Performance notification or in buyer-seller messaging, which only means that the email or message your received may not from Amazon.

Kindly take note that FBA has no expiration dates nor do not have time span. You can only be opt out from FBA if you will convert your listings to FBM.

You can identify an email if it is from Amazon by checking the return address: Genuine emails from Amazon always will come from an address ending in "@amazon.com." Check the email's header information. If the "received from," "reply to," or "return path" for the email does not come from "@amazon.com," it is not from Amazon. Most email programs let you examine the source of the email. The method you use to check the header information varies depending upon the email program you use. The following are some examples of fraudulent return addresses: -seller-performance@payments-amazon.com -amazon-security@hotmail.com -amazon-payments@msn.com

To protect yourself from responding to these emails, you can follow some simple rules:

Know what Amazon won't ask in email: Amazon will not ask you for the following information in an email communication: -Your bank account information, credit card number, PIN number, or credit card security code (including "updates" to any of the above) -Your mother's maiden name or other information to identify you, such as your birth city or your favorite pet's name -Your Amazon or Seller Central account password
Review the email for grammatical or typographical errors: Watch for poor grammar or typographical errors. Many phishing emails are translated from other languages or are sent without being proof-read.
Check the website address: Some phishers set up spoofed websites that contain the word "amazon" somewhere in the URL. Genuine Amazon websites always end with ".amazon.com", "amazonsellerservices.com" or "sellercentral.amazon.com." We will never use a combination such as "security-amazon.com" or "amazon.com.biz."
When in doubt, go directly to Amazon or the Seller Central website: Some phishing emails include a link that looks as though it will take you to your Amazon account, but it is really a shortened link to a completely different website. If you hover over the link with your mouse when viewing the message in your email client, you often can see the underlying false website address, either as a pop-up or as information in the browser status bar.

The best way to ensure that you do not respond to a phishing email is to always go directly to your seller account to review or make any changes to the account. When in doubt, do not click on a link in an email.

-Do not unsubscribe: Never follow instructions contained in a forged email that claim to provide a method for unsubscribing. Many spammers use these unsubscribe processes to create a list of valid, working email addresses. -Use the features in Seller Central to track your orders: The Sold, Ship Now email notification is a useful tool. However, you can find the most accurate and up-to-date information for your orders using the Manage Orders feature in your seller account. -If an offer sounds too good to be true, it probably is: Sometimes phisher emails will offer you deals, such as a discount or a free item, in return for completing a simple task, (for example, signing in to your seller account). We recommend that you never sign in to your seller account by clicking on a link embedded in email.

As part of our ongoing commitment to stop spoofing, you can help us investigate spoofed emails. It will be so much appreciated if you'll send us the original spoofed email, with the complete header information, using our report phishing form https://www.amazon.com/hz/contact-us/foresight/hubgateway.

For more details, see: Identifying false (spoofed) e-mails https://sellercentral.amazon.de/help/hub/reference/G32261

Deal (Amazon cancelled)

Hello from Amazon Selling Partner Support,

Thank you for notifying us about the issues with the ASINs B089B48NCX, B09LD29Z1D and B08BG1R2KV. I understand that the deals created for the listings were cancelled without a warning.

After thorough investigation, the deal was cancelled by Amazon. Amazon is subject to cancel any deals without notification if they violate Amazon’s policy.

Please be informed that we strive to offer customers new Deals every day. In order to achieve this, Lightning Deals cannot run on the same ASIN within a 7-day period while Best Deals cannot run on the same ASIN within seven days. Amazon may cancel any Deal without notification if it does not meet these criteria.

For more information, see help pages: How do I know the status of my deal? https://sellercentral.amazon.co.uk/help/hub/reference/G202111570

Create a Deal https://sellercentral.amazon.co.uk/help/hub/reference/202111550

US/UK FBA

Shipment status (Shipped)

Hello from Amazon Selling Partner Support,

I understand that you are having issues with the shipment FBA15GJJG9CJ that was shows delivered but not yet available.

Upon thorough investigation, your shipment status for Shipment ID: FBA15GJJG9CJ is SHIPPED. This means that the carrier has picked up your shipment, or you have dropped it off with the carrier.

Please be informed that the marked as shipped button has been removed because we now use tracking information to accurately update your shipment status. If you’re using an Amazon-partnered carrier, your shipment status updates to Shipped when the carrier picks it up.

Upon checking, it is found that you have used DEUTSCHE POST DHL (Non-partnered) carrier for this shipment.

Kindly take note that if you're using a non-partnered carrier, your shipment status updates to Shipped once you’ve entered valid tracking information in the Track shipment tab of the Shipment summary page or the Tracking details step of the Send to Amazon workflow.

If your carrier tracking information says "Delivered", it implies that our fulfilment centres have your shipment. However, it can take 5-10 days after the shipment is received to begin processing and only then will your shipment status change.

During peak season, our fulfilment centres will process shipments as soon as possible after the shipment arrival, but it may take longer due to higher volume than usual.

Kindly bear with us as we are unable to manually expedite the shipment receive process, and Selling Partner Support does not have further guidance.

For more information and further guidance regarding this matter, refer to: https://sellercentral.amazon.de/gp/help/201022330

HAZMAT (Battery)

Hello from Amazon Selling Partner Support,

I understand that you are having issues with the product B0C68Q3XMM that is not active in DE marketplace.

After thorough investigation, your product B0C68Q3XMM could not be classified because it may contain batteries and lack detailed information about the batteries. It is therefore currently blocked from sale and inbound shipments.

To make the product sellable, kindly download the Amazon battery exemption sheet: https://sellercentral.amazon.de/gp/fba/material-safety-data-sheet/index.html

Please make sure that all fields are completed, and that the document is dated and signed, using your full (first and last) name for the signature. Follow the guidance below:

Are batteries required: Select “Yes” if batteries are required for the product to work or if your product is a battery.
Are batteries included? Select “yes” if batteries are included with the product, or if your product is a battery.
Battery cell type: From the drop-down menu, select the type of battery (such as: “AA”) that your product uses.
Chemical composition of the battery cell: From the drop-down menu, select the battery cell (such as “Lithium-ion”) that your product uses.
Number of batteries included: Enter the number of batteries, including spare batteries.
Battery weight: Enter the battery weight in grams.
Lithium battery packaging: If your product contains a lithium battery, a lithium battery is included with your product, or your product is a lithium battery, include the following information about the packaging: a. Select “Batteries in the device” if the battery item with the battery is built inside the item. b. Select “Batteries are included in the device” if the battery is included but not built-in. c. Select “Batteries only” if the product is a single battery or comes with an item that is not powered by the battery.
Lithium battery energy content: If a lithium battery is included with your product or if your product is a lithium battery, enter the battery's energy content in watt hours (Wh). This information can be found on the battery label.
Lithium battery voltage: If a lithium battery is included with your product or if your product is a lithium battery, enter the voltage (V). This information can be found on the battery label.

Then complete the document and upload it through this page: https://sellercentral.amazon.de/gp/fba/material-safety-data-sheet/index.html

Take note that the review usually takes 4 working days. Until the review process is complete, the product will remain unfulfillable. You will receive a notification by e-mail.

For more information, visit: Required information for products regulated as dangerous goods https://sellercentral.amazon.de/gp/help/201371860

Dangerous goods identification guide
https://sellercentral.amazon.de/gp/help/201003400

For more information about the FBA dangerous goods check or to check the classification status of your ASIN for Fulfilment by Amazon, visit: https://sellercentral.amazon.de/gp/help/G201749580

Removal (Opt out to automatic disposal)

Hello from Amazon Selling Partner Support,

I understand that you want to know why the listings are being disposed without your permission and you want to opt out from it.

When inventory in an Amazon fulfilment centre is not in sellable condition, its status changes to Unfulfillable and it is set aside. If you do not create a removal order for your unsellable inventory within 30 days after Amazon notifies you of its required removal, it is likely to be automatically disposed of.

A 30-day notice is provided in advance and as per the Amazon Services Europe Business Solutions Agreement, you must remove Fulfilment by Amazon (FBA) inventory units that are unsuitable for sale from fulfilment centres.

This may include inventory that is not in a sellable condition (for example, unfulfillable or unsellable) or that does not have an active offer on Amazon. Unsuitable units include those that are unsellable because the customer returned them in damaged condition. Check the FBA customer returns report for relevant returns to see if this is the reason your inventory is no longer sellable.

Now if you are convinced that the units are no longer sellable, you have to create a removal for the units and it will be shipped on the return address you provided. To remove your inventory from the fulfilment centre, you can choose one of the options below. -Create a removal order (go to the Create a removal order section in the help page below). -Use the Recommended Removal report (go to the Create a removal order section in the help page below). -Set up automatic removals. For more information, go to Remove inventory (overview): https://sellercentral-europe.amazon.com/help/hub/reference/G200280650. -Remove inventory in bulk by uploading an inventory file. For your reference, please see Remove inventory from a fulfilment centre: https://sellercentral-europe.amazon.com/help/hub/reference/G201436560

You have nothing to worry, you can opt out from automatic disposal with these easy steps:

On the Settings menu, select Fulfilment by Amazon.
Locate Automated fulfilable inventory settings, and then click Edit.
Automated fulfilable inventory settings
Select either Return as your removal option. -In the Email address text box, enter your preferred email address. -Provide the address and phone number for the delivery destination. Note: To avoid errors when saving information in your seller account, the full name and address fields cannot be longer than 50 characters, and the return address must be a physical street address.
Click Update.

This help page will help you understand more of the process: Remove inventory automatically https://sellercentral.amazon.co.uk/help/hub/reference/G200678710