Your payments account has failed our verification process
We have not passed the account verification apparently and we have received the following information on April 20th.
**Hello, Your payments account has failed our verification process. As a result, you can no longer sell on Amazon.co.uk or any European stores. You can access your Seller Central account for the next 40 days. After this time, you will not have access to Seller Central, including your financial reports.**
In this email, there was not a specific reason for the failure. (see attachment)
Two weeks before this we have received an email for additional information, which we have supplied without a confirmation of reception, neither a remark that it was not sufficient.
The last two weeks, we have been trying to resubmit the information from 2 weeks ago (maybe not received? ) or asking for the root cause of the issue and requesting to have a personal call or email to clear the issue and to understand.
We are being responded in the caselog with a reference to the email of April 20th, to provide the requested information, but there is no request in this email. It also seems these emails are ‘not read’ but being answered with a standard text.
Result, we are going around in circles. Our account and finances blocked - a considerable amount for us - and with no idea how to go forward. We have been a seller for considerable time, with lately a decent increase in orders. Our Account health has been relatively good and adhering to all policies and guidelines to our understanding. We sell on all Amazon markets - except UK due to Brexit.
If Amazon would get back to us with the root cause, we do think we will be able to supply the required information as besides the change of address of the beneficial owner, there has not been any significant changes of the company or the owner.
Anybody an idea, suggestion, experience? Highly appreciated.
1 reply
Seller_fuF0I0GbHBQTJ
Hello @i-Rewardshop,
thank you for opening this post here in the Forum. My name is Lucy and I would like to help you with your request.
I understand that you have failed the verification process and need help with information on the next steps.
You said:
How or where in Seller Central did you submit the requested documents since April 20th?
Usually the documents have to be uploaded in your “Identity Information” page in Seller Central.
If you don’t have the option to upload any documents there, please take a screenshot and you can open a new case via the help menu: Help > “Your account has been suspended” > “Account Health” > “Reactivate your account” > “Get help with my appeal from Account Health Support”.
Please submit your question here and attach the last requested documents together with the above mentioned screenshot. The Account Health Support can transfer the case to the according team for review.
Please note:
As you have failed the verification process, the Account Health Support team can only forward the documents. If then the verification team’s final decision is, that you are not allowed to continue selling on Amazon, the Account Health Support will not have additional information to provide on that matter.
I hope this information helps.
Please let us know here if there are any updates or if you have further questions.
Best Regards,
Lucy from Amazon
