The impossible task of registering an account


#21

Assuming that you are fully verified and active on the site.

The account itself, will always come up with your own name, as it is your account, on behalf of the company.
However, I think what you actually mean, is your selling name, ie your display name?

To change this, go into your account settings (star at the top right of seller central).
Then click on your Seller profile (Top right of the screen).
Then go to the UK and edit it. You can then change your display name.

To clarify, this what the customer will see. ie your fred smith, but the customer will see Fred Smith Ltd.

And I’ve just reread your post again.
I think from what your saying, you have registered as an individual and not your Ltd company.
If so, you need to amend your profile to a business.

But it would be helpful, if you posted the notification that you received from Amazon, as that will say exactly what needs doing.


#22

Neil

Thanks for responding. The message just says “Your account has been deactivated. Please click ‘Reactivate Your Account’ below to resume selling” but when I pressed reactivate your account I eventually got another message saying my account has been deactivated. No message or email of explanation.


#23

Is there a way of contacting a real human being at Amazon, preferably by phone?


#24

Gets worse and worse. I found a section which says “Get help with my appeal from Account Health Support” and wrote a detailed explanation of what my situation is only to receive an email telling me that this was not the correct channel to submit an appeal. I didn’t submit an appeal. I asked for help in resolving the issues around opening my account (that’s what ‘Get help’ means in my version of English). There doesn’t seem to be any possible way of actually opening an account if you are a small business, however good the product you have is.


#25

Literally 2 days ago I have been asked to verify my payment method for .de, .be and .tr (despite the fact I do not sell on these and all sites except .uk are on holiday mode). Amazon accepted UK issued debit card with no problems.


#26

Hi @Soccerhistorian,

I am happy to help you.

Thank you @The_Little_Shop, @JillyB1, @NEil for your inputs.

I understand that you have an issue with the business plan and completing registration process.

We will be able to help you in a better way if you can share the performance notification you have received for deactivation of your account. And any other notifications received from Amazon’s team about document submission.

Please reach out for further queries.

Thanks,
Maha.


#27

Hi Maha

Thank you for trying to help.

The issue is that I have set up an individual account, although I believe I need to change this to a business account.

My first question is: would it be better to continue with the verification process for my individual account and then change the status of the account before starting to sell? For information, the business account would be in the name of the company that has published the book, and is registered with Companies House, HMRC, etc. I am a director of the company.

Secondly, if I need to pursue verification of the individual account first, then how do I proceed. I have uploaded every financial document that I have to the portal.

I have raised this as a case twice: 8042837932 (5 October), 8126225332 (3 November). The responses I received do not address my specific problems and seem to be computer generated. The only message I have received is that my account has been deactivated, no further reasoning was given.

Thank you


#28

I admit I haven’t re-read through the whole thread again, but my understanding is that you need to get your original account verified, as I am sure has been explained earlier, even though individual, and then request, via Seller Support, for them to open up/enable the option to change your legal entity to Ltd Company. It is at that point you would need to submit the CH documents.

For an individual account it is not just financial documents, but also personal ID needed.
…and yes, most of the responses are computer generated - very frustrating.
Sometimes it works if you request in your email that it is escalated to a manager.


#29

Hello @Soccerhistorian,

Thank you for reaching out to us once again!

I understand that you have an issue with the account verification process.

Would you please help us with initial performance notification of your account deactivation as suggested by @Maha_Amazon and @Mary_Amazon so that we can assist you in a better way?

Please reach out for further queries in this thread.

Regards,
Nehal


#30

Where do I find this? I am making some progress but not particularly hopeful. Until now I thought the hardest thing I’ve ever managed to do in my life was to learn to read Medieval French when I was a student. Registering an Amazon account is way harder.


#31

It will be the first email you received telling you that your account had been deactivated.


#32

Hello,

Your Amazon seller account has been deactivated in accordance with section 3 of the Amazon Services Europe Business Solutions Agreement. Your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address this issue. Ship any open orders to avoid further impact to your account.

Why is this happening?
We have taken this measure because we need additional documentation to verify your identity. For more information, review the Amazon Services Europe Business Solutions Agreement.

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and provide the following documents in PDF, PNG, JPEG, or GIF format. The documents must be legible, authentic, and unaltered and contain the required information. We do not accept screenshots. The name and address on the document must match the information entered in Seller Central.

  • A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible.
  • A business license if applicable.

Ensure that the provided documents are in one of the supported languages. Supported languages include Arabic, simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.

How do I send the required information?
To submit this information, follow the instructions in the banner at the top of the Account Health page in Seller Central.

Has your account been deactivated in error?
If you believe that there has been an error, submit an explanation following the instructions in the banner at the top of the Account Health page in Seller Central.

What happens if I do not send the requested information?
You have 90 days after receiving this notification to either provide a valid appeal or choose not to appeal. After that time, you may contact payments-investigate@amazon.co.uk to request a funds disbursement. We will conduct a separate investigation to evaluate your account. The policies we put in place are to protect our customers and selling partners. If we find that you have engaged in deceptive, fraudulent, or illegal activity, or have abused our systems or repeatedly violated our policies, we may withhold some or all funds in your account in accordance with the Funds withholding policy.

We’re here to help
If you have questions about our policies or the required information, contact Selling Partner Support.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about these topics, send an email to payments-investigate@amazon.co.uk.

To view your account performance, select Account Health on the home screen of the Amazon Seller app on your iOS or Android device, or go to the Account Health page in Seller Central.
This page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

The Seller Performance team

I’ve already done this


#33

So, the issue seems to be with your personal ID.
Does the name / address / bank acct / card and utility bill match EXACTLY those that you entered when you registered ?
Even a slight difference can flag up, as all done by bots - eg. John R. Smith v. J.R.Smith


#34

I’ve progressed to a telephone interview!


#35

Hello @Soccerhistorian ,

Thank you so much for sharing Performance notification

In accordance with UK regulations, Amazon Payments UK requires sellers to provide information about themselves and their business so that they can receive the proceeds of their transactions on Amazon EU stores.

Where in you will be requested to provide documents like:

  • A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible.
  • A business license if applicable.

During Verification process team may further request to complete “Identity verification through a video call”.

Please follow the steps mentioned in Performance notification to schedule an Video call interview and please keep an eye on performance notification to check the scheduled Interview slot timings.

Prior to interview prepare the original copies of the documents along with you that you submitted for registration on Amazon and have them available.

If you have further question you can reach out to our Selling Partner Support Team.

If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.

Regards,
Abella.


#36

I’m a bit confused as my Account Health now says ‘Our evaluation is complete’ and confirms that the account has been deactivated. It had previously had some sort of pending message. My interview is tomorrow, so not sure why I appear to have gone backwards again.


#37

Hi - I’m following this thread @Soccerhistorian as I’m having a carbon copy experience of trying to open a seller account.


#38

Keep us updated as to how you get on, and be sure to ask them questions !!


#39

I had my interview Thursday morning, it only lasted a few minutes. Waiting for the outcome now.


#40

My experience is that working through Amazon is like trying to learn a completely new language. The wording on the messages, etc you receive may mean one thing to you and something very different in ‘Amazon English’. There are people on here who will help you, but you also need plenty of patience and perseverance. Essentially you have to understand and follow the rules carefully. Its much more heavily regulated than, for example, eBay but as a result it has a much better reputation as a marketplace. Hopefully I’m beginning to move forward, but we’ll see.