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Month: April 2020

Why your veteran Amazon seller account may get “verified”

April 30, 2020 Leave a Comment

Certain actions – or even no action at all – can get older accounts flagged. Even veteran amazon sellers may get verified.

By: Lesley Hensell

“Papers, please.” That’s the surprising request veteran Amazon sellers are receiving. Yes, your veteran Amazon seller account may get “verified.” You need to know why.

It’s verification. It is common for new Amazon sellers. When a seller signs up for a new account, they are asked to provide documentation proving their identity. Typically, this is a driver’s license or passport, plus a utility bill in their name.

But now, Amazon is asking holders of old accounts to prove their identities as well.

Veteran Amazon accounts

Why veteran amazon sellers may get verified.

Believe it or not, Amazon does not verify accounts because they have nothing better to do. It’s not even a Medieval torture device for sellers. Rather, Amazon is required by law to gather certain information and ensure it is accurate.

Certainly this is to protect Amazon – and to protect buyers. They must prevent money laundering. In addition, they must make sure that sanctioned sellers are not on the platform. Whether this is related to an entire country sanctioned by the U.S. government or an individual known to engage in criminal activity.

Many veteran account holders never went through verification. So no documents of any kind were required when they signed up to sell on Amazon long ago. Oftentimes, it is actions inside of these older seller accounts that kick off a fresh verification review. For example, the seller may have changed their contraction information. This includes banking information, credit card, tax ID number or address. If these are slowly changed over time, it is less likely to kick off a verification review. A verification review is almost inevitable if all these fields are edited within a day or two.

What if they don’t accept my documents?

In most cases, Amazon is able to verify accounts quickly and easily. They match your name and address on a government-issued ID (passport or driver’s license). As well as on a utility bill from the last 90 days. Therefore, it is critical that your name and address match on your Amazon account and your documents. Mismatches are the most common reasons for suspensions related to verification.

Finally, if Amazon does not accept your documents, don’t despair. Try the following:

  1. Ensure that everything matches on your documents.
  2. Double-check the document quality. Sometimes, a bad scan can lead to rejection.
  3. Explain any relationships between yourself and your company name.

Still running into trouble? Give us a call. Your situation may require professional help. Because the front-line investigators in Seller Performance rarely feel empowered to overrule a rejected verification. We find that escalations to executives are usually needed for success. We are here for you and your business! Let’s talk 877-289-1017 or visit our website.


Lesley HensellLesley Hensell is co-founder and co-owner of Riverbend Consulting, she oversees the firm’s client services team. Lesley leverages two decades as a small business consultant to advise clients on profitability and operational performance. She has almost a decade of  Amazon seller experience.

Filed Under: Account Health, Amazon, Customer Serivce, FBA, General, Seller Central, Seller Fulfilled, Seller Performance, Verification Tagged With: Amazon, Amazon FBA, Amazon seller, Deactivation, Suspension, Verification, Verify, Veteran account

Seller Performance is shutting down seller accounts for imaginary price gouging – when will it end?

April 23, 2020 Leave a Comment

Imaginary Price Gouging Mania and Shuttering Second Accounts.

Amazon enforcement goes nuts! Seller Performance is shutting down seller accounts for imaginary price gouging – when will it end? And a big “yup, that’s what she said” on second and related accounts. They are going down faster than ever. Find out more with Kelly Johnston and Lesley Hensell on today’s Amazon Seller Happy Hour.

Follow us on Facebook for extensive content about the constant changes we are seeing. We are hosting Amazon Seller Happy Hour several times a week. Amazon sellers, we are here for you and your business! Let’s talk 877-289-1017 or visit our website.

 

Riverbend Consluting

Filed Under: 3P, Account Health, Amazon, FBA, Fulfillment, General, Seller Central, Seller Fulfilled, Seller Performance, Seller Support, SFP Tagged With: 3P, 3P seller, Amazon, Amazon FBA, Amazon seller, Brick-and-mortar, China, Coronavirus, Covid-19, Ecommerce, Essential, Fulfillment, Inventory, Retail, Shopping, Warehouse

Why a suspension for “inauthentic” doesn’t mean fake

April 21, 2020 Leave a Comment

When Amazon takes down an ASIN or seller account for inauthentic, that’s not usually what they mean

By: Lesley Hensell

“Item is FAKE.”
It’s feedback that every Amazon seller dreads – and most long-time sellers have received at least once. Unfortunately, that one negative comment from a buyer can quickly transform into a notification from Seller Performance, demanding you disprove their accusation of “inauthentic.” Or, even worse, it can lead to an account suspension. Please know that “inauthentic” doesn’t mean fake.

For most sellers, accusations of inauthentic are downright confusing. And for good reason.

What does “inauthentic” really mean?

When Amazon suspends an ASIN – or a seller account – for accusations of inauthentic, Amazon itself is not saying, “You are selling fake stuff.” Rather, Seller Performance is expressing concern that a pattern of complaints, feedback, reviews and returns have indicated there could be problems with the authenticity of merchandise. 

Inauthentic doesn’t ALWAYS mean fake

This could mean any number of things.
  1. You could be selling fake stuff. It happens. We’ve worked with sellers who truly believed they were selling authentic goods – but were not. Buyers who are loyal customers to a brand can spot the inconsistencies and will point it out. This is where excellent sourcing relationships become key. If you purchase liquidation inventory or buy things that “fell off the back of a truck,” you cannot guarantee authenticity.
  2. You could be selling generic items on a branded ASIN. There are two flavors of this problem. In one instance, you could be listing your generic product against a recognizable, major brand – which is a major no-no. In other cases, the problem is more difficult to untangle. Sometimes, a “generic” listing will be modified by a competitor to show their brand. This can get you in trouble. Our best advice? Don’t list generic products. Always include a brand and manufacturer.
  3. You could be selling items in bad condition. Amazon buyers expect merchandise to be in perfect, gift-giving condition. This means the packaging – inside and outside – should be free of dings, creases and shelfwear. When applicable, seals should be present. When an Amazon buyer receives an item with box damage, they may (unfortunately) complain of inauthentic. To prevent these kinds of complaints, up your inspection game. Ensure that outer packaging is always perfect.
  4. You could have lousy prep and pack. Your items could be getting damaged in transport – whether you’re sending them to the Amazon FBA warehouse or direct to customers. When buyers receive broken cosmetics, leaking shampoos and bent posters, they complain. You cannot control what their complaint might be – and some assume that a broken or damaged item must be fake. Improve your shipping performance, from upgrading packaging to better prepping items.
  5. You could have an FBA problem. Let’s face it. Amazon does a poor job of receiving and grading returns. Sometimes, when opened and used items are put back into your fulfillable inventory, it can lead to authenticity complaints.
  6. You could be commingling inventory. Commingled inventory is a nightmare. Don’t be tempted to go down this road. With commingled inventory, another seller’s fake items could be used to fulfill your orders. Instead, take the time to sticker all of your inventory – or pay Amazon to do it for you.

If your ASINs or account are down for accusations of inauthentic, don’t struggle on alone. Let Riverbend Consulting help. We can assist you in pinpointing and solving the underlying problems. Then, we will help you work with Seller Performance. We are here for you and your business! Let’s talk 877-289-1017 or visit our website.


Lesley HensellLesley is co-founder and co-owner of Riverbend Consulting, where she oversees the firm’s client services team. She leverages two decades as a small business consultant to advise clients on profitability and operational performance. She has been an Amazon seller for almost a decade.

Filed Under: 3P, Account Health, Amazon, FBA, Fulfillment, General, Seller Fulfilled, SFP Tagged With: 3P, 3P seller, Amazon, Amazon FBA, Amazon seller, Copyright, Coronavirus, Deactivation, Fake, FBA, Fulfillment center, Inauthentic, Inventory, Order Cancellation, Shipment, Suspension

It’s prime time to sell on Amazon

April 21, 2020 Leave a Comment

It’s prime time to sell on Amazon.

In crisis, there is great opportunity. With brick-and-mortar stores closed and wounded, Amazon has stepped up its game. Join Joe Zalta and Lesley Hensell as they discuss strategies Amazon sellers can use to capitalize – right now and in the future. Don’t despair. It’s prime time.

Follow us on Facebook for extensive content about the constant changes we are seeing. We are hosting Amazon Seller Happy Hour several times a week.

Amazon sellers, we are here for you and your business! Let’s talk 877-289-1017 or visit our website.

Filed Under: 3P, Account Health, Amazon, FBA, Fulfillment, General, Seller Fulfilled, SFP Tagged With: 3P, 3P seller, Amazon, Amazon FBA, Amazon seller, Brick-and-mortar, China, Coronavirus, Covid-19, Ecommerce, Essential, Fulfillment, Inventory, Retail, Shopping, Warehouse

When disaster strikes, Amazon sellers need to be ready

April 21, 2020 Leave a Comment

Every business – big and small – needs a disaster plan

By: Lesley Hensell

 

Don’t think it cannot happen to you. For small and mid-sized businesses, disasters can take many forms:

  • Fires that destroy your home, warehouse or office
  • Tornadoes, hurricanes, earthquakes and severe storms that damage office and home locations or take out power and communications
  • Power or internet outages – from a day to a week – that disrupt your ability to fill orders and communicate with customers
  • Personal illness or family emergencies that make owners, managers or key employees unable to fulfill their work responsibilities

Amazon seller disaster plan

So what’s a small business to do? Have a disaster plan in place – and train your entire team on the details. Think through these action steps:

  1. Make sure more than one person has the ability to put your Amazon seller account on vacation mode. If a fire, flood or something else strikes and you cannot fulfill orders, it’s critical to go on vacation ASAP while you sort out the details.
  2. Have more than one team member trained to answer customer service messages. Again, in the event orders cannot be filled or are filled late, you must be able to communicate this to customers as soon as possible. By being open and honest, you will avoid negative feedback and unwanted cancellations.
  3. Train your team to understand that going on vacation mode to protect your account is more important than ensuring a flow of new orders. Don’t let the panic of temporary lost revenue tempt you into making business-ending mistakes.
  4. Have a backup location for your inventory. Do you know of a storage space, warehouse, or other solution in case your current location is damaged or off the grid? How would you move your inventory there in a disaster?
  5. Create a virtual “fulfillment relocation kit.” Know which technology and tools would be needed to quickly and easily replicate your fulfillment operations in another location – such as a laptop, label printer, shrink wrap solution, boxes, labels, etc.
  6. If your business operates on platforms other than Amazon, be ready to leverage social media to communicate to your customers. Have canned graphics ready to go, and let your loyal customers know what’s going on, how they can help, and when they can expect you to be back in business.

Planning ahead can save you a lot of headaches in the end – and ensure your business is creating cash flow faster.

We are here for you and your business! Let’s talk 877-289-1017 or visit our website.

Filed Under: 3P, Account Health, Amazon, FBA, Fulfillment, General, Seller Fulfilled, SFP Tagged With: 3P, 3P seller, Amazon, Amazon FBA, Amazon seller, Copyright, Coronavirus, Covid-19, Deactivation, Disaster, Emergency, Essential, FBA, Fire, Flood, Fulfillment center, Illness, Inbound, Inventory, Merchant fulfilled, MFN, New York, Order Cancellation, Shipment, Warehouse

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