I am in a rejection loop with CSM. I am an authorized amazon reseller, with both an LOA and a contract, to sell on Amazon for this brand which I have had in FBA since 2008. I recently had two asins flagged with inauthentic complaints which triggered a CSM review. CSM rejected multiple appeals and last week pulled all of my listing for this brand.
An important note about the two asins.
Asin one had a part number change. The company changed from a regional model number for this item to a global. My invoice have two different part numbers. I have already received a letter from the manufacture, on their letterhead, explaining this and that both parts numbers are valid for this asin which I have submitted to Amazon.
The second asin was on sale at the beginning of last year so I made a large purchase. Unfortunately this invoice falls outside of the invoice request date by 40 days, however it makes up 40% of my sales for the last 12 months. When I submit with the invoice it is rejected as I submitted an invoice outside the request date, and as you may suspect, when I exclude the invoice I am rejected for not purchasing enough to justify sales over the last 12 months.
Thursday I had a specialist (shows as a beta program when creating a case) spend an hour reviewing everything and created a new case on my behalf with CSM, I asked for an update this morning and have not heard anything. The case is still showing as “work in progress”. I’m in a hope for the best plan for the worse mood right now. Assuming my seller support assisted case is rejected, I was wondering if anyone would have any advice, anecdotal or experiential, regarding how to get someone at Amazon to give me a holistic review.
I was able to get my listings back over the weekend but the CSM approval only reset the ASIN issue with a new warning date so I am trying to clear that still.
If anyone else comes across this and is stuck fighting with CSM over something crazy (mine was an invoice that was just outside of their date range) my advice is to use the specialist help option. I just said the issue was “other-listing” and that worked for me to connect with them and they understood how difficult CSM is right now. The specialists can not make decisions on your behalf but can create or update a case and try and find out exactly why your appeals are being rejected.
From there you have to find a specialist that can escalate the issue. You have to specifically ask - are you going to create a new case or escalate it the one I have? If they are not going to escalate find a reason to end the call and call back. If one specialist said they were going to escalate and you were still rejected ask the next specialist to see if they actually escalated the issue. All of the specialists I spoke with were great, and wanted to help, but some were much better then others at working the system.
What a royal pain, but hopefully it is over. Still working on tvoi’s advice to get approved by the brand as an authorized seller on the back end, that looks like it may happen, just takes time.
Thanks for all those good tips!