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Ungating

Fake ungating invoices are the new fast track to losing an Amazon account

July 29, 2019 Leave a Comment

“You are an Amazon counterfeiter.”

By Lesley Hensell

Do you assume your Amazon seller account would never be labeled as fencing counterfeit goods? Think again. You could be labeled an Amazon counterfeiter.

Seems like Amazon is on a mission: detect and shut down counterfeiters. Unfortunately, many sellers are engaging in a behavior that can get them branded an Amazon counterfeiter. This can get them permanently banned from the platform. Even if they never purchased, listed or sold a questionable product.

Several of our recent clients submitted forged invoices to Amazon’s category department in an effort to be ungated at the category, brand or ASIN level:

  • Many don’t want to invest in expensive inventory that they cannot sell if their ungating effort fails.
  • Some submit real invoices; however, Amazon doesn’t accept them. There are many reasons this can happen.
  • In too many cases, we’ve been told that “someone on the forums” or “a web site” said submitting a fake invoice was the ticket to being ungated.

Our clients had no intention of selling fake goods. Some of them already had true, verifiable inventory sitting in their warehouses.

So what harm could a fake invoice possibly do?

As my colleague Kelly observed today, “Clearly, Category is reviewing these invoices and then connecting to Seller Performance to bring down the hammer of rage and justice.”

In other words, what is submitted to Category for ungating does not stay in Category for ungating. Amazon expects sellers to submit true, verifiable, real invoices. Every single time. Think about it. If they cannot trust your invoices for ungating purposes, why would they be able to trust your invoices for verifying item authenticity or condition if a buyer complains?

What happens when a seller submits an invoice?

  • It is reviewed by a machine and by a human.
  • The machine compares it to other invoices in Amazon’s massive databases. The human will compare it to common sense and other variables.
  • If fraud, editing or other shenanigans are detected, the invoices will be referred to Seller Performance.
  • Seller Performance deactivates the account immediately.
  • The seller is consequently given an opportunity to appeal.
  • Seller Performance can appeal and notify the seller that their funds will be held by Amazon. PERMANENTLY. For counterfeit/fraud.

It’s swift, ugly, and difficult to reverse.

How can you prevent this happening to your company? Riverbend offers these suggestions:

  1. Establish, explain and pound into your team that you have a no-tolerance policy for manipulating, editing or modifying documents.
  2. Create layers of review for any and all invoices submitted to Amazon. Require the purchasing department to sign-off on all invoices as true before they are submitted. In addition, require a management-level sign-off.
  3. Certainly assign your most trusted team member to this task. Have them manage submissions of invoices to Amazon.
  4. Do your research on what barriers to entry exist for being ungated in various categories and brands. Knowledge is power.
  5. Don’t try to do too much too soon. Many new sellers think there’s a “holy grail” category or brand that they MUST sell. Therefore, they will do questionable things to achieve that goal.
  6. Seek advice from reputable sources. If you are having difficulty with Amazon, or they are rejecting your invoices, reach out to someone who knows how to work with Amazon. The legitimate, right way. For example, a recent client who submitted fake invoices tried submitting real invoices first. He was rejected. At one glance, our team knew why they were not accepted.
  7. Finally, avoid advice from people who think they can fool Amazon and its amazing fraud-detecting technologies. For instance, anonymous people on forums, IG influencers with no profile picture, random sellers and Twitterers.

So just one fake invoice can end you on Amazon – permanently.

Above all, it’s not worth any new product to sell or category to compete. If your valid and true invoices are not being accepted by Amazon, give us a call. Or, if you need help ensuring your submissions to Amazon are always safe  Riverbend Consulting can help. Contact us.


Lesley is Partner at Riverbend Consulting, she offers practical know-how to improve retail performance. Lesley’s  experience with Amazon compliance gets accounts back up fast.

Filed Under: Account Health, Amazon, Gating, General Tagged With: Amazon, Amazon reinstatement, Amazon seller, Counterfeit, Fake invoice, Fencing, Goods, Ungating

Amazon now permanently holding funds for a wide range of “sins”

April 9, 2019 2 Comments

Amazon now permanently holding funds

If your Amazon seller account gets suspended, will you get your funds?

Maybe not. Amazon is now permanently holding funds for a wide range of “sins”.

For years, Amazon dispersed the funds for closed accounts in almost every case. Fraud and counterfeit were the occasional exceptions.

But now, Amazon is permanently attaching sellers’ funds for a wide range of alleged violations of its Business Services Agreement. And frankly, some of these offenses seem quite minor. While the seller’s mistakes may have warranted account deactivation, our team has been shocked that they have resulted in permanent loss of earned revenues.

First, here are some basics. When a seller’s account is deactivated, Amazon stops disbursing funds. The account balance just sits there while the seller tries to get back on the platform. If Amazon refuses to reactivate the account, funds are supposed to be released after 60 days. This allows for any A-to-z claims, returns and other fees to be debited from the seller’s balance. After the magical 60 days, remaining funds are sent to the seller’s bank account. (It’s important to know that Amazon’s calculation of when the 60 days starts is somewhat confusing. It’s usually when the company decides to permanently block the seller for the last time – which can be months after the original suspension.)

But then came the decisions to not release funds. The first volley in this new offensive was somewhat predictable. Sellers of e-cigs and vaping accessories had long abused the platform by creating bogus listings, selling a few units, and deleting the listings. This would be repeated ad nauseum, until Amazon caught the seller and suspended their account.

These sellers would then create a new account and repeat the entire process over again. Amazon got tired of the rule-breaking and held funds permanently for these folks – thus stopping the cycle of launching yet more new accounts in the vaping space.

Over the last few months, however, much more typical – and seemingly harmless – suspensions have resulted in permanent holds. We will start with the most egregious seller sins, and then move to the lesser ones:

  • Counterfeit goods. Amazon will (rightly) hold your funds, destroy your inventory, and block you from the platform. (This does beg the question of how Amazon can keep the funds from the sale of counterfeit goods, rather than turning them over to the Secret Service or another government agency. But that’s an Amazon rant for another day.)
  • Forged documents. It’s tempting to believe that this is the same as counterfeit goods. But alas, it is not. Many forged documents suspensions we are seeing relate to invoices submitted for ungating, rather than in response to a suspension or Seller Performance inquiry. Since the seller probably wasn’t ungated based on their forged invoice, they are essentially suspended for items never sold. When funds are then held, it’s based on an assumption of counterfeit by Amazon – even though counterfeit goods likely were never involved. Just wow. Also, there are more false positive suspensions for forged docs than you would like to believe – sadly.
  • Inauthentic. In the past, only having your products labeled as “counterfeit” would trigger a funds and inventory hold. But now, Amazon is refusing to return funds in many cases when products were labeled as inauthentic – a lesser crime than counterfeit in the Amazon hierarchy of broken dreams. In the cases of our clients, the products generally were authentic goods. Our clients bought gray market or otherwise couldn’t provide good invoices, so Amazon slapped them with the inauthentic label and decided to keep their money and their FBA inventory. Forever.
  • Linked accounts. This is perhaps the most surprising reason for holding funds we have seen thus far. Clients with more than one account on Amazon – without permission – have seen a denial when they requested a release of their funds. Amazon specifically stated in the notice that this was a consequence of having multiple accounts. Perhaps an argument can be made that this is similar to the vaping situation mentioned above. Yet in some cases we have worked, there was no major rule-breaking going on.
  • Fraudulent and systematic abuse of customers. Recently, a client was denied funds for this stated reason. We had thoroughly reviewed his account and were absolutely baffled as to how his mistakes led to such a strongly worded denial. Fortunately, we were able to get the account reinstated and his nearly $400,000 in funds released for disbursement just a few days later. What did he do wrong? There was definitely poor customer service, as well as serious product quality problems. But the account was suspended for suspected inauthentic – which we disproved with invoices and a strong letter from the seller’s supplier. What was Amazon Payments thinking? We still don’t know.

Unfortunately, we anticipate that the list of reasons for holding funds – permanently – is only going to grow. How can sellers protect themselves?

  1. Shore up your sourcing. Make sure your invoices meet Amazon’s standards, and that you have authorization letters whenever possible.
  2. Keep good banking records. If an invoice shows a balance, it helps to prove that you paid it. This is one more step toward convincing Amazon you have valid relationships with quality suppliers.
  3. Don’t open multiple accounts. If you want a second account, get Amazon’s approval. Just do it the right way.
  4. Don’t submit forged documents – for any purpose. This means don’t alter a date, a quantity, a product, an address – nothing. If it’s not an original invoice, please don’t submit it to Amazon.
  5. Be on your game with customers. Tempted to circumvent the opt-out? Thinking about yelling at an abusive customer? Just don’t. Create great template email responses and outsource customer service to experts who have the time to follow through with every transaction.
  6. Monitor your ASINs. Do you have problematic ASINs that make up a significant portion of your returns or customer complaints? Pull those suckers and solve the problems. Amazon is going to hold you responsible if they perceive your products are fraudulent.

If your funds are being held, reach out to Riverbend. We have strategies for getting your money released – and your account reinstated. Contact us.

 

By Lesley Hensell
Lesley is Partner at Riverbend Consulting, she offers practical know-how to improve retail performance. Lesley’s  experience with Amazon compliance gets accounts back up fast.

Filed Under: Account Health, Amazon, Gating, General Tagged With: 3P, Amazon, Amazon reinstatement, Amazon seller, Funds, Gating, Inventory, Liquidation, Money, Ungating

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