FREQUENTLY ASKED QUESTIONS
We provide different tiers for our Account Health Maintenance plans, each based on the number of listings monitored on your account. Our plans include:
Bronze: Monitors up to 100 listings
Silver: Monitors up to 200 listings
Gold: Monitors up to 500 listings
Titanium: Monitors up to 1,000 listings
If your seller account exceeds the maximum number of listings covered by our standard plans, we offer the option of dedicated staffing specifically assigned to your company. This team will provide personalized assistance with your day-to-day operations, ensuring that your business receives the attention and support it needs to thrive.
Our Bronze and Silver plans are designed to assist with policy compliance issues and handle the majority of suspensions. However, it’s important to note that these plans do not cover intellectual property (IP) complaints.
For the Gold and Titanium plans, we continue to provide support with policy compliance issues and handle the majority of suspensions. Additionally, these plans offer reimbursement coverage. In the event of successful reimbursement, we charge a 20% fee based on the recovered amount. This covers scenarios such as reconciling lost inventory, addressing Amazon’s overcharges on fees, and other applicable situations.
3. What is the process for handling intellectual property (IP) complaints when I am subscribed to the Account Health Maintenance (AHM) service?
In instances where you receive an intellectual property (IP) complaint from brand owners, we offer the support of our experienced lawyers. They will engage in negotiations with the opposing party to seek a retraction or explore the possibility of escalating the matter to court if necessary.
If your lawyer provides us with the required legal documentation, we will initiate an appeal on your behalf to have the IP complaint removed. Our fee for handling each brand complaint in this manner is only $500 USD.
We understand the importance of addressing IP complaints effectively, and our legal team is dedicated to providing the necessary expertise and assistance to resolve such issues.
The Account Health Maintenance (AHM) service covers a range of suspensions, including Listing & Detail Page Discrepancies, Sale of Prohibited Products, Item Condition Complaints, Order Defect Rate, Verification Suspension, Sales Velocity Review, Funds Release, Expired Items, and Fair Pricing Policy. For cases involving Products Came From Authorized Supply Chain or Letters of Authorization Provided by Brand Owners, we can provide coverage for inauthentic claims suspensions.
Please be aware that the AHM plan specifically excludes coverage for suspensions related to inauthentic and counterfeit claims when products are purchased from sources such as Shelf Out, Close Out, Liquidation, or from retailers, regardless of whether the products were purchased online or in person. In such cases, regardless of who repackages the products, these scenarios are not covered under the AHM plan.
In terms of IP complaints, Trademark, and Patent issues, they are outside the scope of AHM. In such cases, you will need a legal representative who can communicate with the other party on your behalf.
Regarding linked accounts, please note that if a seller creates a new account using the same information, such as address, name, phone number, or other data identifiers, it falls outside the coverage of the AHM service. In such cases, both stores will need to be submitted through Got Suspended? (Our Specialized Team for Suspensions). However, to support you during this process, we offer a 50% discount on the suspension fees for both accounts.
Please note that these are general guidelines, and for more specific information regarding the coverage under AHM, we recommend contacting our team directly for a detailed assessment of your situation.
To subscribe through AHM, the process begins by scheduling a call with one of our representatives. During this call, we will evaluate your business and gain a better understanding of your operations. This assessment allows us to determine the necessary resources for establishing a mutually beneficial business relationship.
Typically, we create a dedicated team specifically for your company. To proceed with this arrangement, we require a one-year contract agreement. Once the contract is signed, we will provide you with a link to our subscription page for setting up your subscription.
After subscribing, we will onboard you to our partner portal, where our staff will communicate with you directly. Rest assured, all interactions are recorded for reference. Additionally, we provide weekly reports detailing the progress and actions taken for your store.
Our aim is to ensure transparency and effective communication throughout our partnership. By following this streamlined process, we can provide the dedicated support and assistance needed for the success of your business.