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Account Health

To avoid ASIN deactivation follow these simple steps

February 24, 2021 Leave a Comment

“Almost” is not the standard Amazon uses, and neither should you

By: Jay Morane

“But it was almost the same thing as the detail page.”  The important word there is “almost” and that is also the word that will result in the ASIN or your account being deactivated.

Almost the same can lead to a “not as described” or “inauthentic” complaint from the buyer. It could also result in a “counterfeit” intellectual property complaint from the rights owner. Anyone who has had that happen will tell you they are not as much fun as you think and to avoid them whenever possible.

I would love to tell you there is a 100% guaranteed way to avoid those issues but that would not be true. I can tell you there are steps you can take to substantially lower the risk of those complaints thereby diminish the potential risk to your ASINs and/or your account.

The most important step in this process:

Be honest with yourself. Look at the item you are listing, then look at the ASIN you are considering listing it under in Amazon’s catalog. Does it match EXACTLY?

By exactly, I mean in every detail from the packaging to the item itself with no variance between what is in your and what is shown in the images on Amazon.

  • Does the listing title EXACTLY reflect what you are selling in all aspects?
  • Is the product’s size in the same measurement (ml versus oz)?
  • Are the fonts on the packaging and product label identical?
  • Are you selling an older version of the item shown on Amazon? If so then you need to find that older listing
  • Does the description and bullet points accurately describe your product?
  • Are you selling a European version of the product being shown? Does the title clearly state this?

These are just a few examples and are not a complete list.

Avoiding ASIN deactivationIMPORTANT

If you list on someone else’s mistake that does not protect you from being enforced. It is your responsibility to make sure the ASIN Listing you choose is correct. Saying that you did not create the listing is not an excuse.

Are you listing a non-branded/generic item on a branded listing?

That is a recipe for disaster and deactivation. Even if the item looks identical and you are certain they are, if the detail page and ASIN has a brand associated with it that is not your brand, you cannot list under that ASIN. It may have been a generic item when it was manufactured but the other seller put their brand on it so it is no longer generic.

What do you do when you run into these situations?

Look for other ASINs that may already exist that are identical to your product. The best way to search is by using the UPC that is on the item you wish to sell. Instead of searching by title or name of the product, use the UPC when adding a product. This will return more accurate results BUT you still need to review the information to confirm it is an identical match. The UPC may be the same but there may have been packaging refreshes or updates that could lead to buyer confusion or mistaken assumptions.

Sellers often forget…

Something that sellers often forget is that you are knowledgeable about the product you sell. You know the slight differences in packaging or product variances and understand that they may not have an impact on the overall performance of the item. Buyers may not have this level of expertise and if they are buying the item as a gift, they may know nothing more than the name of the item and rely solely on the title.

Do not fill in gaps or connect dots in your head that a buyer may not do on their own. The listing should exactly reflect the item that you are shipping in every aspect and detail, period. This is not something that Amazon will debate or compromise on.

In conclusion

Amazon buyers are scrutinizing their purchases more closely than ever and by listing your items correctly, you can do something to protect your account. Take steps now to prevent actions later.

If you have questions about your Account Health contact Riverbend Consulting or give us a call, 877-289-1017. Our team will be happy to help!


Jay MoraneJay is a strong advocate for the sellers and goes above and beyond to use his skills to help in every way he can. Jay has experience in Amazon Seller Support/FBA as well as the Amazon Account Health Team. There he worked with sellers to assist them in understanding the metrics and policies related to their Account Health as well as assisting them with reinstatement. Jay enjoys spending time with his wife and has been known to tell Dad jokes on occasion.

Filed Under: Account Health, Amazon, Amazon seller, Arbitrage, ASIN, General, Inventory Sourcing, Seller Central, Seller Performance, Supply Chain, Vendor Tagged With: Amazon, Amazon seller

Why is the Verification Process so difficult?

February 12, 2021 2 Comments

Amazon seller must know these basics

By: Sam Newlands

Congratulations! You have decided to take the plunge and become an Amazon seller. Now you start the verification process!

Whether you’re a small business trying to get more traffic, or you want to utilize Amazon as a way of making some extra income. Whatever the case may be, Amazon is a lucrative platform for any seller.

When starting the verification process, many sellers get trapped in a seemingly endless loop with Amazon that doesn’t give you all the information you need to get started on their platform.

Let’s start with the basics:

Amazon will tell you to provide a utility bill; typically, they want piped gas, electric, or water/sewer. They will also accept internet bills, and very rarely will they accept a cell phone bill – it has happened, but it’s not often. They will also ask for your business license if applicable. That’s it and is a seemingly straightforward request that should not be difficult to verify.

Verification ProcessWelcome to the absurd, convoluted side of Amazon. It would appear a utility bill and, if you have a business license, would be the only things necessary to verify your account, but here are a few things they have left out:

  • The utility bill needs to include all pages, not just the first page with your name and address on it. So, if your utility bill is five pages, including a page dedicated to advertisements, all pages need to be included.
    • Make sure the logo of the utility bill is present.
  • Include your ID, whether it’s a passport or state-issued identification.
    • State-issued IDs need to be scanned front and back.
  • Have you added credit card and banking information to the account information? Send along the credit card and bank statements. Again, all pages included.
  • All documents need to be scanned in color. Amazon will likely deny if documents are scanned in black and white. If your document comes in black and white, don’t stress too much about that, it can be explained.
  • Utility bills, bank, and credit card statements should all be from the last 90 days.
  • All documents provided need to match the account information in Seller Central. Your name, address, phone, email, etc.

For businesses, add what you can about your business:

LLC, Articles of incorporation, EIN, etc.

Is your account information based on your business, or do you have individuals listed in the Account Info as well? Add those individuals’ IDs to prevent hiccups. Do you not have a utility bill for the business? Ensure the person the utility bill’s name is under is also listed in the account info on Seller Central.

In conclusion:

Everything needs to correlate to you or your business. So why doesn’t Amazon tell sellers this information?

From my experience at Amazon and as an Account Manager at Riverbend, Amazon loves the idea of less is more, especially when “helping” sellers. When it comes to seller accounts, they put all accountability on the seller, and the expectation is you already know what you should provide. They have policies and forums that you can ask and verify this info.

While I strongly encourage all of you to keep Amazon policies bookmarked to your browser and doubly encourage all of you to read through them, this can be one less headache for new sellers.

Happy Selling! I wish you all the success in your new venture. If you have you questions about being an Amazon seller contact our team at Riverbend, we are happy to help! 877-289-1017


Sam NewlandSam applies her impressive tenacity to get Amazon seller accounts and ASINs reinstated. She enjoys research and looking beyond the surface layer to help sellers solve their issues. While working at Amazon, Sam was involved with the AWS and SES teams looking for fraudulent account activity and unauthorized account take over. Sam is an avid reader, urban explorer and friend to all dogs.

Filed Under: Account Health, Amazon, Amazon seller, Arbitrage, ASIN, General, Inventory Sourcing, Seller Central, Seller Performance, Supply Chain, Vendor Tagged With: Amazon, Amazon seller, Articles of incorporation, EIN, LLC, small business, verification process

Amazon’s Account Health Dashboard’s Policy Compliance Scorecard explained

February 8, 2021 Leave a Comment

Green, Red, Orange- the three colors in Account Health

By: Kayleigh Cockerill

Amazon is making some improvements! Specifically to Seller Central to help sellers stay on top of their online enterprise.  The Account Health Dashboard’s Policy Compliance Scorecard is for sellers to monitor their violations and appeal ASIN suspensions.

The Account Health Rating feature rates your seller Account Health metrics in three colors. Green for “good.” Orange for “at risk.” Red for “critical.”  It is meant to give sellers a visual of their policy violations and encourage them to take action if too many pile up.

While it is helpful at times, it also leaves a lot of unanswered questions.

How long will the violations negatively impact my account health?

The violations reflect your policy violations over the last 180 days, or six months, at which point they will disappear.

Can the violations come off with a successful appeal?

This is a complicated answer but usually, no.

The exceptions are if Amazon has stated in the performance notification that the violation will be removed with a successful POA. Or if Amazon has made a mistake.

If a buyer returns an item and leaves a comment stating, “I’m used to wearing a heavy jacket and this one was too light” but Amazon interpreted the word “used” as a condition complaint. They will likely remove the violation with a successful appeal.

Also, if a rights owner retracts their intellectual property violation complaint, the violation will likely be removed from your Policy Compliance Scorecard.Amazon Account Health

How many violations is too many?

Generally speaking, you want to remain in the green.

There isn’t a hard and fast answer about a specific number of violations that will cause your account to be suspended.

If you continue to accumulate similar violations over six months, neglect to appeal them, and aren’t actively improving the root cause of the complaints, there is cause for concern.

Be proactive, not reactive!

I’m in the orange – will my account be shut down soon?

It’s possible.

Amazon doesn’t want to suspend sellers who are prioritizing their account and Amazon’s policies.  Don’t wait for your account to be at risk before you implement some proactive measures to maintain the viability of your account.

  • Keep your invoices in an easily accessible central location.
    • Or use invoice software so you’ll be able to submit invoices as they’re requested
  • Appeal ASINs in a timely manner and institute the steps you’ve outlined in your appeal
  • Regularly review Amazon’s ever-changing policies so you know your account remains compliant
  • Regularly audit your inventory to ensure it meets Amazon’s condition guidelines and avoid returns for condition complaints
  • Ask for help from the experts at Riverbend! Our staff is largely comprised of ex-Amazonians and professionals who know the Amazon world inside and out.

 

If you have questions about your Account Health contact Riverbend Consulting or give us a call, 877-289-1017. Our team will be happy to help!


KayleighKayleigh relentlessly fights for clients with suspended Amazon accounts. With a degree is in Criminology and Criminal Justice, Kayleigh is inquisitive, process-oriented and pays close attention to detail. When she isn’t being a superhero to Amazon sellers, she enjoys crafting, reading, baking, taking voice lessons or participating in races and obstacle courses.

Filed Under: Account Health, Amazon, Amazon seller, Arbitrage, ASIN, General, Inventory Sourcing, Seller Central, Seller Performance, Supply Chain, Vendor Tagged With: Account Health, Amazon, Amazon seller, ASIN suspensions, Intellectual property violation, IP violations, Plan of Action, Policy Compliance, Scorecard, violations

Think twice before creating a throwaway account

February 1, 2021 Leave a Comment

Have you been considering a throwaway account?

By: Sam Newlands

Amazon has recently relaxed their policies on sellers having multiple selling accounts. Meaning it isn’t required for sellers to obtain authorization from Amazon to open a 2nd or 3rd account.

However, it would be wise to use caution when opening another seller account.

Many sellers have seen this change in policy to test the waters of their Amazon accounts by creating a 2nd or 3rd account they don’t intend to utilize by selling inventory.

They view it as a throwaway account.

There are many possibilities of what could go wrong with your throwaway account that can cause a domino effect on your other accounts.

Remember, Amazon technology is smart.

Even thinking, “How will they know I did XYZ?” they do. They have brilliant algorithms that are continually running 24 hours a day, 7 days a week.

 

Things to keep in mind:

When you are creating a second account keep these things in mind-

  • Ensure your account information is different for each account, name, address, email, credit card, bank info, etc.
  • If you’re using the 2nd seller account, don’t list the same items in your other account.
  • Make sure you’re still adhering to all Amazon policies.Throwaway account

Suppose you create this throwaway account to see what happens when you fudge pricing or add inventory you don’t have, whatever it may be, you can still be deactivated for policy violations.

If one account goes down, all accounts will go down for being related to it.

The same goes for multiple accounts that are not throwaways.

Final steps:

You’ll also want to verify the email address and password you use to sign up for this 2nd account is something you can remember.

If your main account gets deactivated for being related to the 2nd account, you’ll need to be able to access the account to resolve the issue that caused the suspension.

You can’t do that if you can’t access it. Amazon, for privacy reasons, won’t provide that information. Not being able to access your extra account can be detrimental to your main seller account, especially if the Amazon platform is your livelihood.

 

Utilize seller forums, Seller University, bookmark Amazon policies, and read through them, and of course, contact your friendly Riverbend Consultant team if you have questions or concerns about how specific functions work within Seller Central. We’re here to help! 877-289-1017


Sam NewlandSam applies her impressive tenacity to get Amazon seller accounts and ASINs reinstated. She enjoys research and looking beyond the surface layer to help sellers solve their issues. While working at Amazon, Sam was involved with the AWS and SES teams looking for fraudulent account activity and unauthorized account take over. Sam is an avid reader, urban explorer and friend to all dogs.

Filed Under: Account Health, Amazon, Amazon seller, Arbitrage, ASIN, General, Inventory Sourcing, Seller Central, Seller Performance, Supply Chain, Vendor Tagged With: Amazon, Amazon seller, EIN, policies, policy violation, Seller central, technology, throwaway account

Check My File has left the building

January 26, 2021 Leave a Comment

Amazon deleted this important seller tool, creating catalog errors and churn

By: Lesley Hensell

Being an Amazon Seller got harder during the fall of 2020, when Amazon took away the Check My File feature. And there is no easy fix in sight.

amazon check my file

Feeds were already challenging for even the most experienced of third-party sellers. Removing access to Check My File has created massive listings errors for some sellers. And surely it has created churn for Amazon as well, with hundreds or thousands of Seller Support cases opened to try and fix the bad listings now being uploaded to the Amazon catalog.

Previously, before uploading files, sellers used Check My File to double-check inventory files for warnings or mistakes. Seller Central would show the seller where errors existed, and those errors would be corrected. Wash, rinse and repeat until Check My Filed said that you passed. Then, an error-free feed could be pushed to Amazon.

Now, without the tool:

  • Errors are uploaded to the catalog, rather than caught during the Check My File process.
  • Often, these errors “stick” and cannot be resolved with another file upload.
  • Sometimes, these errors are significant. We saw one client accidentally break all their variations. Months later, these listings still are not all fixed.
When sellers mess up the catalog with bad feeds, they must reach out to Seller Support to fix what they broke. The support is … less than supportive
to say the least. Case after case after case, and the issues still are not solved. This causes unnecessary frustration for sellers simply trying to create or update their listings.
example check my file
The entire scenario is creating time-consuming, painful headaches for sellers and churn for Amazon. As an experienced seller and consultant, I honestly don’t understand the endgame. Even owning your company’s brand registry doesn’t seem to help. Hopefully, Amazon has noticed and will bring back Check My File.

If you need assistance, contact us at 877-289-1017 or visit  Riverbend Consulting. Our team can help.


Lesley HensellLesley is co-founder and co-owner of Riverbend Consulting, where she oversees the firm’s client services team. She has personally helped hundreds of third-party sellers get their accounts and ASINs back up and running. Lesley 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, thanks to her boys (19 and 13) who do most of the heavy lifting.

Filed Under: Account Health, Amazon, Amazon seller, Arbitrage, ASIN, General, Inventory Sourcing, Seller Central, Seller Performance, Supply Chain, Vendor Tagged With: 3P, Account Health, Amazon, Amazon seller, Arbitrage, Deactivation, Deal, Discount, Inauthentic, Inventory, Q4

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