KOD - Account Suspension - Credit Card info was used by 3rd part
Dear sellers,
First, let me thank you for reading this thread and for any suggestion that you may have. At this point, I sincerely fear that I have lost my rights to sell on Amazon.UK.
Quick brief:
My account was suspended due to a use of the credit card used for the UK account by 3rd party company. The 3rd party company have used this card on the Amazon giveaway program (in the USA). I had no idea that the giveaway program can link to another seller account, as I was told by the 3rd party company that the giveaway program is unrelated to any seller account and this will not cause any harm.
Since the suspension, I have appealed with a POA that was not good enough, and got rejected.
I have came up with a better POA, and have submitted it to Jeff Bezos team, and got rejected with the “Kiss of Death” statement that Amazon does not have to respond anymore to my emails. Since then, I have been emailing Seller Performance & Jeff Bezos team on a daily basis, but I get no response as they stated.
I did seized any communication with the 3d party seller and replaced the credit card on the UK account and I have ensured that I’m the only person with access to the information.
The account is now suspended for almost two months, and I’m out of ideas. I regret that I was too naive to believe that no harm can happen.
Any suggestion by you fellow seller will be more than welcome.
Thank you
44 replies
Seller_hC0hNVDuILaKO
You got the Kiss of Death email, which basically means you are done unless you produce one final persuasive POA, and then you emailed SP and the Jeff email daily?
That in itself probably means you have burnt your bridges with Amazon.
Stop emailing until you have a soldi gold plan.
Post your last POA and the notification that you first received from Amazon suspending your account, if you want any advice.
Seller_S1cTbxW2zSTsO
When I called to the Seller Support team they have advised that the credit card is the issue. Other than that, the account is not related or link to any other account. This is the only account that is suspended from all of my Amazon accounts (USA,CA,AU).
On my first, POA I have claimed that the account is not linked to any account, but I got rejected. Then I have called seller support and asked them what is the link , and they told me its due to a credit card use.
so if its not related to a credit card, how can I find out truly what is the issue?
Seller_S1cTbxW2zSTsO
Assuming that the card was used on another seller account, that was linked to my account, belongs to an Amazon expert who I have hired his services to help me in establishing my account(by the way he was very surprised by this act and he was not able to solve the issue). According to him, the only time he have used the credit card was for the giveaway program and it was not used in his seller account.
I’m not sure if his account is active or not, I can check with him. Assuming I get one answer or the other, how can I explain this to Amazon, that I have never conducted a business with another seller to my knowledge , and that I don’t hold multiple accounts.
Also, after I have sent so many emails, I’m not sure when I should send this new POA.
Thank you,
Seller_S1cTbxW2zSTsO
Will do. Thank you very much for the advises and feedback.
Seller_S1cTbxW2zSTsO
I’m posting the draft POA, please advise if this will be good enough.
Also, when should I send the POA to seller performance team? and should I involve Jeff Bezos again ?
Draft POA:
In June our selling privileges were removed from our UK/EU accounts due to a relation to another unrelated seller account that is not allowed to sell Amazon. We were able to determine the following:
• Oro24 have hired an Amazon expert (expert name) to help with establishing its UK account.
• Oro24 have provided [amazon expert] with their credit card information to be used on their buyer profile ONLY, in order to help promoting their products on one of Amazon Giveaway programs.
• Oro24 are NOT connected in any way or form to [expert name]
• Oro24 have made a mistake by providing their credit card information to [expert name]
In order to ensure this event will not happen again in the future, we will conduct the following
Steps:
- Any information associated with the account will not be disclosed to any person nor
company that is not part of the Oro24 organization. - The credit card that was used by another seller was replaced with a new credit card
dedicated only for this seller account (Oro24) in order to limit potential for the credit card to be stolen. - Oro24 will have a separate credit card that is not associated with the selling account for other business expenses.
- Oro24 will closely monitor its information and ensure that it is secure.
- Oro24 have seized the communication with [Expert name]
Thank you for reconsidering our case. We would truly appreciate if you could reactivate the account as soon as possible.
Seller_S1cTbxW2zSTsO
The second draft is posted. couple questions are: who should I send this draft to and when. Also, what should I include in the title and body of the email?
2nd draft:
Subject: Reactivation of Oro24 account
Dear Seller Performance Team,
This letter is in regard to the reactivation of Oro24 account associated with the email:
[email]
In June our selling privileges were removed from our UK/EU accounts due to relation to another unrelated seller account that is not allowed to sell Amazon.
Root cause of the problem:
- We hired an external consultant (expert name) to assist with setting up our Oro24 seller account without knowing that he had his own seller account.
- We made the mistake of allowing our external consultant (expert name) to use our company credit card on his buyer account, in order to utilize the “Giveaway” program, and we believe that it is the use of this credit card that has caused the link between his account and ours.
- Oro24 is not linked to an external consultant (expert name) account in any way. We do not sell the same type of products, share the same premises, bank account, directors, addresses and any other business information
In order to ensure this event will not happen again in the future, we have conducted the following steps:
- Any information associated with oro24 account is NOT be disclosed to any person nor
company that is not part of the Oro24 organization. - The credit card that was used by another seller was replaced with a new credit card
dedicated only for this seller account (Oro24) in order to limit potential for the credit card to be stolen. This can be verified on Oro24 account profile. - Oro24 is closely monitoring its information and ensuring it is secure. Oro24 is checking its bank accounts, and credit cards activity on a daily basis to ensure there is no suspicious activity. In any case of unfamiliar activity oro24 will take the appropriate steps to ensure its information is secured.
- Oro24 have ceased association with [Expert name]. [Expert name] is no longer with any access to or contact with oro24 seller account.
Oro24 will stay compliant moving forward by:
- Ensuring that only oro24 account will sell its unique products and will not allowed to any seller the ability to sell its product.
- Any information related to oro24 will not be shared with anyone that is not part of the oro24 organization, and even personal that are part of the organization will have limited access to such sensitive information.
Thank you for reconsidering our case. We would truly appreciate if you could reactivate the account as soon as possible.
Seller_S1cTbxW2zSTsO
Quick update - Account was reinstated after drafting a POA with all the great advises here!
Thank you everyone for the help!
