Automated replies to seller cases do not resolve the issue
I wonder if anybody can help us?
We are an Amazon Seller in the UK, with clean account health matrices, and all bank and other account details properly verified.
I believe there is a computer glitch which is putting all our sales monies into Account Level Reserve and locking them there: we therefore never have Available Funds for disbursement. As a result we have not received any monies from Amazon since before Christmas. And there are now thousands of pounds, and rising, in what is called the Account Level Reserve - funds which are normally only ever held for seven days (if at all) in case of chargebacks, returns etc (but NOT for 3 months.)
Nobody that we can contact through normal Seller Support has sufficient authority to change this, even though some of the brighter ones can understand the problem: all they can do is transfer the case which is then automatically closed with a robot email. I believe there is a real computer problem here, as our funds are building up and not being made available to us.
I also wonder whether Amazon is breaking its contract with us as a seller, or even if it is lawful to withhold a seller’s funds for no good reason. Having said that, there is clearly no intent, but equally there is no simple way of getting a human to resolve this issue either. All we ever get is an automated reply which is meaningless and sometimes just plain wrong. Our Account health is good and everything is verified, so there shouldn’t be an issue. It is also now wasting a huge amount of our time.
We are - like many others on this forum - simply falling between the cracks. I understand that for Amazon the philosophy has always been that the customer is king, but Amazon merchants, as affiliate sellers in a sense, are also customers, and support when there is clearly a completely unfair issue is simply not there. It does Amazon few favours to behave like this, as it is not working in the spirit of co-operation which they expect of us, and which many of us readily give.
If anybody knows of any way of contacting a human rather than a robot for issues such as these, we’d be really grateful to hear of it!
37 replies
Seller_DTufFoxJuMU0M
you could try requesting a call back on the account health page, but I think its just seller support so am not sure if there is anything they can do other than forward the case… again
Seller_77IcbQKVGdZo0
Personally I would escalate it to the managing directors team at this point to see if they can resolve the issue. You may well get a better response from them and they have a lot more power to resolve issues than seller support.
Try contacting managingdirector@amazon.co.uk and explain the problem you have clearly and ask if they can help you reach a resolution.
Seller_7VbclcPFFRTnc
Have you checked your disbursements tab to see if they are being cancelled
Who do you bank with ?
Seller_Iti0OkAyMPN7I
I had a similar issue last year, everything was showing good and payments stopped for no apparent reason (other than a new debit card had been issued and updated), I re-entered the bank deposit details (which have been the same for my time on Amazon), and I was able to disburse the next day.
Seller_OC4AKQTpHwKwL
Having read through the responses, the only real option that you have until this gets rectified is put your account into holiday mode. No one can afford to keep buying stock, selling on Amazon & not being paid.
You have nothing to lose.
Seller_DTufFoxJuMU0M
keep reopening the cases explaining over and over again what the issue is. Eventually a human will look at it, if you keep opening new cases then the bots answer and if not reopened assume its dealt with, bots don’t realise theres 10 other cases with the same issue.
Seller_4AB4PPfvMswN6
Try emailing jeff@amazon.com, or managingdirector@amazon.co.uk. Both these email addresses will get you through to the Senior Support team. I have used them whenever I have hit a brick wall with Seller Support and have successfully managed to resolve issues as a result.
I wish you all the best in resolving your problem.
Seller_tc3VxVXAlHXbN
Use the chat or phone call option. I find if you use either chat or phone during 9am-5pm GMT you get a skilled seller support representative that is proactive and has answers. Outside of these hours you get autoreply or untrained staff who follow scripts and can only refer you to Amazon help pages and not actually fix anything. Normally if you emailed between 9am-5pm you would get someone helpful as well but today I have found not the case. Good luck! You have to be really persistent
Seller_p4TmDp3CsdcDF
@Jester_Group
Hi, I was wondering whether you managed to resolve this issue? I am having a nightmare with my seller account at the moment. Amz haven’t paid me a disbursement since June 2021. I have called and opened logs with seller support numerous times, but they’re utterly useless. They can’t explain why my entire balance has been held in reserve since then, despite there being no issues on my account. My account health is good, I haven’t sold any products since Nov '21, I deleted all my listings, I have no stock in the warehouse, I have no outstanding orders or returns, my bank and company information is verified. Everything on my account looks pristine as far as I can see.
Until June '21, I had received disbursements to my business bank account without any issues. Then Amz introduced the requirement for sellers to use an approved Payment Service Provider (PSP). There was an error message on my account at that point saying that I had to update my bank account. So I opened a new bank account with one of their PSPs and that was subsequently verified on my seller account. Despite this, I didn’t receive any disbursements. I tried switching my bank account to another one again to see if that worked. Again, they verified it but I did not receive any disbursements. The money continues to be held in reserve.
I am going round in circles with seller support and don’t know what else to do at this point. I want to close my UK business but I can’t do that until I have closed my Amz seller account. I can only close that once I have received the money and settled the balance. It’s so frustrating.
Do you have any suggestions on how to resolve this? Thanks.
