Hello Amazon Users!
We have a very important topic to discuss here. We have opened our seller account back in November 2020. There were no problems on registering our seller account, Amazon performance team has verified our seller account and we have started to sell our products on Amazon Europe marketplaces in January 2021. Suddenly in February 2021 we have received a performance notification from Amazon, that our seller account is suspended, as:

According to Section 3 of the Amazon Business Solutions Agreement, your account has been deactivated because you are offering items that may not be authentic. Copies of the invoices, purchase receipts, contracts, delivery notes or powers of attorney issued by your supplier within the last 365 days. The specified item quantity should correspond to your inventory.
If you are not the trademark owner, provide a power of attorney and all documents including powers of attorney to demonstrate a valid supply chain.

We were required to provide information on the products we offer, information about our supplier, invoices and a plan of action. Our support team has provided all necessary documentation to Performance team, including the invoice files. Unfortunately our support team member has made a mistake, and has sent a PROFORMA invoice, that was issued by our supplier but was not paid by our company. Our plan of action also included the mentioned PROFORMA invoice, as the support member has not discovered his mistake on the investigation. Then later we have received a new message from Performance Team:

Your Amazon selling account has been deactivated. Your listings have been removed. Funds available in your account will be withheld. If you have FBA inventory of the items causing “inauthentic” complaints in Amazon European fulfillment centers, they are currently ineligible for removal.
Why is this happening?
You have supplied documentation to Amazon which appears to be forged or manipulated. We previously requested these documents from you to address concerns about your account. All requested documents must be authentic and unaltered.
How do I reactivate my account?
To reactivate your selling account, please send us one of the following:
– An explanation that justifies why you provided documentation which appears to be forged or manipulated; or
– Evidence that demonstrates that the documents you provided are not forged or manipulated

So Amazon has discovered our mistake, but they thought that we have manipulated with the invoice file - and have asked us to explain why this situation has happened. We started to check the information that was provided by our support team member, and have found out, that support member has sent PROFORMA invoice instead of the real invoice that should be used as a defense for our seller account. We have met with our bookkeeper and board member, and have created a plan of action and explanation letter on why there was a mistake on the invoice file and have provided evidence for our issue - we have attached a screenshot of our Account Health Product Policy Compliance image. We have included new invoice and payment files, for the products and ASIN’S that were sold by our company on Amazon. Also we include a full bank statement for February 2021 from 1st of February till 28th of February - this statement includes transaction view for the Invoice files that we have uploaded previously to confirm our supplier. On our investigation we also provide our Merchant Information ( Register of Enterprises) - which should prove that we are a company and are registered as a Retail sale via mail order houses or via Internet company (47.91, version 2.0) (Source: SRS). We have also provided the same Merchant Information for our supplier - which is registered as a Wholesale of electronic and telecommunications equipment and parts company (46.52, version 2.0) (Source: SRS, CSB). All information can be checked, requested and proved by LURSOFT register company - Based on Article 4.15 of the Law “On the Register of Enterprises”, SIA “Lursoft IT” (Lursoft) is a re-user of information of the Register of Enterprises.

So basically, our support team member has sent a wrong invoice file. Amazon Team has somehow checked the invoice file and has marked it as wrong or manipulated, then we were required to provide an explanation for this issue. Our support team has created a plan of action for three A4 pages, has collected all the necessary information, including invoice files, payment files from our bank, pictures of the products that were counted as inauthentic, and a government free source information that should demonstrate that we are a real company and have business. But each time we sent an Appeal with all collected information, we get the same reply from Amazon:

We received your submission but do not have enough information to reactivate your account.

Why did I receive this message?
You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods. What happens now?
Your account will remain deactivated and we may not respond to further emails about this issue.

Amazon just writes that we have not sent SUFFICIENT information to reactivate our seller account. And we have now stucked here, as this is so frustrating. We have collected all SUFFICIENT information, even more than it was requested by Amazon. We are now at this stage for one week already, and each time when we create a new plan of action, describing that there was a human mistake on our support team member and he has sent a PROFORMA invoice, instead of the REAL INVOICE file.

Could somebody give us an advice on how we should deal with this case, as Amazon does not answer us about this question. All they answer is that : For privacy reasons, we do not provide details about our investigation methods.

We still wish to continue to sell on Amazon Europe, and still have an active balance on our seller account. Is there still a chance we could “win this battle for our seller account” and reinstate our seller account?
Any message or advice will be appreciated.