Can not Withfraw money, Your Amazon seller account has been placed under temporary review. While your account is under review, funds will remain in your account, but you will not be able to receive any disbursements during the review over £400k
Your Amazon seller account has been placed under temporary review. While your account is under review, funds will remain in your account, but you will not be able to receive any disbursements during the review period in accordance with section 2 of the Amazon Business Solutions Agreement.
This amount may change depending on your account status. At any time, you can confirm the balance owed on your account by checking the Seller Central Payment Report. For more information, go to the Funds disbursement eligibility policy. Take the actions below to reactivate your disbursements.
Why did this happen?
We are taking this action because we received customer complaints that products did not accurately match their descriptions on your product detail pages. This violates our Selling policies and seller code of conduct, which requires all product detail pages to accurately represent the items being sold. To learn more, review our “Seller Code of Conduct” policy.
We leveraged a combination of automated means and expert human review to identify this issue and make this decision.
After this we submitted detailed plan of action after speaking multiple times with seller support and accepted amazons terms and conditions again.
Any help will be helpful to expediate the process
Can not Withfraw money, Your Amazon seller account has been placed under temporary review. While your account is under review, funds will remain in your account, but you will not be able to receive any disbursements during the review over £400k
Your Amazon seller account has been placed under temporary review. While your account is under review, funds will remain in your account, but you will not be able to receive any disbursements during the review period in accordance with section 2 of the Amazon Business Solutions Agreement.
This amount may change depending on your account status. At any time, you can confirm the balance owed on your account by checking the Seller Central Payment Report. For more information, go to the Funds disbursement eligibility policy. Take the actions below to reactivate your disbursements.
Why did this happen?
We are taking this action because we received customer complaints that products did not accurately match their descriptions on your product detail pages. This violates our Selling policies and seller code of conduct, which requires all product detail pages to accurately represent the items being sold. To learn more, review our “Seller Code of Conduct” policy.
We leveraged a combination of automated means and expert human review to identify this issue and make this decision.
After this we submitted detailed plan of action after speaking multiple times with seller support and accepted amazons terms and conditions again.
Any help will be helpful to expediate the process
13 replies
Seller_w0NuiqSLJxWvi
We are on temp review but not because of complaints but because of every increasing sales so I really dont know how to get out of this cycle of reviews simply because our business is more successful with sales?
Seller_w0NuiqSLJxWvi
You said in your previous posts you were on review because of sales surge but now amazon is saying this review i because of many customer complaints. I think with this it will be more difficult to get the review listed due to complaints. Whereas sales surge amazon just needs to check they are being delivered.
Emet_Amazon
Hello @Seller_81OVwLfe5VJ9K,
Thank you for posting your concerns with a new situation your trying to resolve.
Why did this happen?
We are taking this action because we received customer complaints that products did not accurately match their descriptions on your product detail pages. This violates our Selling policies and seller code of conduct, which requires all product detail pages to accurately represent the items being sold. To learn more, review our “Seller Code of Conduct” policy.
I see that this particular concern seems to stem from a concern surrounding the condition or accuracy of the products themselves, where as your post from last most was regarding sales velocity. Understanding your continued concerns, I took a look over the available information I have already and I was able to confirm a few things as verification.
The original velocity issue has since been resolved, however it appears that almost immediately after there were concerns with customer complaints on your products.
You mentioned that you provided an appeal, and accepted the terms and conditions, however I didn't see a mention of invoices or other supporting documents being provided. Generally when there are concerns with condition or accuracy of listings and products, we always need to verify the correct products were purchased and sold, thus the invoice requirements. The explanation comes with these documents to explain why buyers experienced issues leading to complaints. Was there a misunderstanding, misuse, listing accuracy issues or did you identify a much larger issue where wrong items were sent causing accuracy concerns?
If you review your account health page and voice of the customer, are there any concerns you can identify on why your customers have been experiencing issues with their products?
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_81OVwLfe5VJ9K
Hi Emet,
Thanks for your reply. Our account balance now is £403000, we have not got paid since 1st of July.
We have submitted below information and case ID is 13176433732
I submitted below information.
1. Voice of the customer Damaged items of last 60 days refunded or replacement sent
2. Voice of the customer of receiving wrong products of last 60 days total 134 wrong orders delivered refunded or replacement sent
3. Merged Invoices.pdf
4. Plan of Action for seller code of conduct appeal for the material difference.docx
5. New Designated area of customer returns.jpeg
📎 Back Image ASIN B0BT87WLHH.jpeg
📎 Back image ASIN B07ZQZVMRX.jpeg
📎 Back image ASIN B0756H4G84.jpeg
📎 Back image ASIN B08698SS59.jpeg
📎 Back inage ASIN B08NVPH5PF.jpeg
📎 Front image ASIN B0BT87WLHH.jpeg
📎 Front image ASIN B07ZQZVMRX.jpeg
📎 Front image ASIN B08NVPH5PF.jpeg
📎 Front image ASIN B0756H4G84.jpeg
📎 Front Image ASIN B08698SS59.jpeg
Also WE SUBMITTED BELOW REQUESTED INFORMATION
Explain your process for ensuring that products sent to customers exactly match the listings on Amazon – including how you source inventory and how you fulfil orders.
We have established a comprehensive inventory management and order fulfilment process to ensure that every product shipped to customers exactly matches the corresponding Amazon listing.
1. Inventory Sourcing
We source our inventory exclusively from legitimate manufacturers, authorized distributors, or reputable wholesale suppliers. Before purchasing products, we verify the supplier＇s authenticity and ensure that all products are genuine and suitable for sale on Amazon. We retain invoices and purchase records for all inventory as proof of authenticity and traceability. We also check business information of suppliers, we cross verify their VAT registration and we also cross verify their company. We also check business reviews on trust pilot and also on google to make sure supplier is genuine.
2. Product Verification Before Listing
Before creating or matching a product listing, we carefully verify every product against the Amazon detail page. We confirm the brand, manufacturer, model number, UPC/EAN ﹙where applicable﹚, size, colour, quantity, material, specifications, packaging, and any other identifying attributes. Products are listed only when they are an exact match to the Amazon ASIN. If a product does not precisely match an existing listing, we do not list it under that ASIN.
3. Inventory Receiving and Quality Inspection
When inventory arrives at our facility, every shipment is inspected before being accepted into stock. We verify that the products received match the supplier＇s invoice and purchase order. Products are inspected for authenticity, correct packaging, physical condition, expiration dates ﹙where applicable﹚, and any signs of damage or defects. Any products that do not meet our quality standards are segregated and are not offered for sale.
4. Inventory Storage and Management
Approved inventory is stored in an organized manner using clearly identified storage locations. Each product is labelled and tracked by SKU and mapped to the correct Amazon ASIN. Similar products or product variations are stored separately to prevent picking errors. We conduct routine inventory audits and stock reconciliations to maintain inventory accuracy and identify discrepancies promptly.
5. Order Fulfilment Process
When an order is received, the order details are reviewed to confirm the correct ASIN, SKU, quantity, and customer requirements. The assigned item is picked from inventory using the SKU and storage location.
Before packing, the product undergoes a second verification to confirm:
• The correct product has been selected.
• The brand, model, size, colour, and quantity exactly match the Amazon listing.
• The product is new, unused, and in saleable condition.
• The packaging is intact and suitable for shipment.
After verification, the product is securely packaged using appropriate packing materials to protect it during transit. Shipping labels are reviewed to ensure they correspond to the correct customer order before dispatch.
6. Final Quality Control
A final inspection is completed before shipment to verify that the correct product is being sent to the correct customer. This includes confirming the order information, product details, packaging condition, and shipping documentation.
7. Continuous Monitoring and Improvement
We continuously monitor customer feedback, return reasons, order defect metrics, and any listing-related issues. If any discrepancy is identified, we investigate the root cause immediately, correct the issue, and implement preventive measures such as updating inventory records, improving staff procedures, or revising listing information to prevent recurrence.
Through these controls, we ensure that customers consistently receive products that exactly match the Amazon listing, maintain high order accuracy, and comply with Amazon＇s policies for product authenticity, listing accuracy, and customer satisfaction.
Provide an explanation for why customers are complaining about receiving incorrect items.
We take full responsibility for the customer experience issues that resulted in product condition and wrong item complaints. After conducting a detailed investigation into our Voice of the Customer reports, return reasons, and internal fulfillment processes, we identified the root causes and have implemented comprehensive corrective and preventive measures.
1. Root Cause Analysis
Our investigation identified the following root causes:
Product listings did not accurately match the physical inventory, including product descriptions, images, size, colour, quantity, and packaging.
Certain products were listed under incorrect ASINs, resulting in customers receiving items that differed from the listing.
Inventory fulfillment errors led to incorrect products being shipped.
Similar-looking products and packaging caused picking errors during order fulfillment.
Incorrect SKU and barcode labels resulted in inventory identification errors.
Some inventory was stored in incorrect bin locations, increasing the risk of picking mistakes.
Multiple product variants ﹙different sizes, colours, and models﹚ were stored too closely together, leading to confusion.
Manual order processing increased the likelihood of human error.
Quality control procedures before dispatch were insufficient to detect fulfillment mistakes.
Packaging procedures were not consistently followed, resulting in damaged products during transit.
Temporary and newly trained staff were not sufficiently familiar with our fulfillment procedures.
Additionally, several ASINs were enrolled in Amazon＇s Easy Ship pilot programme. At that time, our staff were only printing shipping labels and were unaware that Easy Ship packing slips also needed to be printed. As a result, packers could not verify the product description before dispatch, increasing the likelihood of shipping incorrect products.
Following discussions with our Amazon Easy Ship Account Manager, Hans Malhotra ﹙hansmal@amazon.co.uk﹚, all fulfillment staff have been retrained on the correct Easy Ship packing process, including printing and verifying packing slips before every shipment.
2. Corrective Actions Taken
We immediately implemented the following corrective actions:
Conducted a complete audit of all affected ASINs to verify product descriptions, images, sizes, colours, quantities, and packaging against our physical inventory.
Corrected all inaccurate listings and removed any listings that did not accurately represent the products.
Performed a full warehouse inventory audit to ensure inventory records matched physical stock.
Relabelled incorrect SKUs and barcodes where necessary.
Reorganised warehouse storage so similar-looking products and different product variants are stored separately.
Introduced mandatory barcode scanning and SKU verification before picking and packing.
Retrained all warehouse staff on inventory management, order fulfillment, product verification, packaging standards, and quality control procedures.
Retrained all Easy Ship staff with guidance from our Amazon Easy Ship Account Manager on printing and verifying packing slips before dispatch.
Implemented a mandatory final quality inspection before every shipment to verify:
Correct ASIN
Correct SKU
Correct quantity
Correct product variant
Correct packaging
Product condition
Introduced stronger packaging procedures using appropriate boxes, cushioning, and bubble wrap for fragile products.
Removed ASIN B0756H4G84 from our inventory and permanently stopped selling this product due to recurring customer complaints.
3. ASIN Investigations
ASIN B0BT87WLHH
This ASIN generated the highest number of complaints.
33% of complaints were due to customers receiving the wrong product ﹙leg wax strips instead of face wax strips or receiving 10 strips instead of 20﹚.
33% related to product performance and quality.
24% related to products arriving damaged due to inadequate packaging.
9% related to product condition.
NCX Rate: 2.0% ﹙33 negative experiences from 1,647 orders﹚
Root causes:
Incorrect Easy Ship packing process.
Incorrect product mapping.
Insufficient packaging.
Corrective actions:
Corrected ASIN mapping.
Retrained Easy Ship staff.
Introduced mandatory packing slip verification.
Improved packaging standards.
ASIN B08698SS59
NCX Rate: 3.7% ﹙8 negative experiences from 216 orders﹚
Customer complaints:
37.5% wrong product received.
25% defective item.
25% product quality not adequate.
12.5% damaged product.
Investigation found that some customers received Toni & Guy Conditioner instead of John Frieda Conditioner due to incorrect product selection.
Corrective actions:
Separated similar products in warehouse storage.
Introduced barcode verification.
Improved packaging using protective boxes and bubble wrap.
ASIN B0DY8Y69F6
NCX Rate: 3.9% ﹙3 negative experiences from 77 orders﹚
100% of complaints related to incorrect products being shipped.
This ASIN was enrolled in the Easy Ship programme.
Corrective actions:
Staff retrained on Easy Ship packing procedures.
Mandatory packing slip verification introduced.
Final SKU verification implemented before dispatch.
ASIN B08NVPH5PF
NCX Rate: 3.81% ﹙4 negative experiences from 105 orders﹚
Customer complaints:
50% wrong product.
25% defective item.
25% product quality issues.
Root causes:
Incorrect product selection.
Packaging procedures not followed.
Corrective actions:
Warehouse reorganisation.
Barcode verification.
Improved packaging standards.
ASIN B07ZQZVMRX
NCX Rate: 3.81% ﹙4 negative experiences from 105 orders﹚
Customer complaints:
50% wrong product.
25% defective item.
25% product quality issues.
Corrective actions:
Separated similar inventory.
Introduced mandatory barcode scanning.
Added final quality inspection before dispatch.
ASIN B0756H4G84
NCX Rate: 2.88% ﹙5 negative experiences from 219 orders﹚
Customer complaints:
60% damaged items.
40% wrong products.
Root causes:
Inadequate packaging.
Fulfillment errors.
Corrective actions:
Permanently removed this ASIN from our catalogue.
Improved packaging procedures for all fragile products.
4. Preventive Measures
To ensure these issues do not recur, we have implemented the following long-term preventive measures:
Weekly inventory reconciliation to ensure physical stock matches Amazon listings.
Monthly audits of all ASINs to verify listing accuracy.
Mandatory barcode scanning at both picking and packing stages.
Mandatory printing and verification of Easy Ship packing slips before dispatch.
Separate storage locations for similar-looking products and product variants.
Improved warehouse labelling and bin location controls.
Standard operating procedures for packaging based on product type and fragility.
Ongoing staff training with competency assessments before independent order fulfillment.
Daily quality control audits conducted by warehouse supervisors.
Continuous monitoring of Voice of the Customer feedback, NCX metrics, customer returns, and buyer messages to identify and address issues immediately.
We are committed to maintaining the highest standards of inventory accuracy, order fulfillment, packaging quality, and customer satisfaction.
The corrective and preventive measures outlined above have strengthened our operational controls and will ensure customers consistently receive the correct products in the expected condition.
✔️ I understand Amazon’s Selling Policies and Seller Code of Conduct about material difference and why they’re important.
✔️ I verify that all information I’ve provided is accurate and complete.
✔️ I commit to maintaining accurate product listings that match exactly what customers will receive.
✔️ I will ensure that all future shipments match the product detail pages exactly.
Attachments:
Merged Invoices.pdf
Rivermarket Wrong items Delivered Voice of the customer analysis and next steps.xlsx
Rivermarket Damaged items Voice of the customer analysis abd next steps.xlsx
New Designated area of customer returns.jpeg
Plan of Action for seller code of conduct appeal for the material difference.docx
Staff Training Record.xlsx
You
14 Aug 2026
15:23 BST
Dear Review Amazon,
We had very high sales due to starting to provide prime service recently.
We Joined Easyship programme and FBM ship + programme.
This has resulted in increased sales.
Hans Malhotra is our account manager for both programmes.
Please find attached
Recent trackings proof of delivery with Images and list of trackings.
Last three months Bank statements.
Company incorporation certificate
Screenshot of Most recent On Time delivery rate of 96.04%
Account Health screenshot with Defect rate of 0.16%
Recent customer feedbacks image which was left by already delivered orders
Thanks
Seller_81OVwLfe5VJ9K
Hi Emet,
case ID is 13176433732
Please kindly escalate this as we have no funds left to run business, its been 45 days.
Velocity review finished and resolved and next day another review started.
Please help.
Seller_81OVwLfe5VJ9K
@Seller_AjXaCKRu2JK6h
Hi Emet,
case ID is 13176433732
Please kindly escalate this as we have no funds left to run business, its been 45 days.
Velocity review finished and resolved and next day another review started.
Please help.
Seller_81OVwLfe5VJ9K
We received below reply from performance team
Thank you for submitting your appeal. We received your submission but don’t have enough information to reactivate your disbursements and remove the policy warning from your Account Health page at this time.
How do I address this issue?
Provide the additional detail through your Account Health page by clicking "Submit new information" next to the violation.
To resolve these issues, provide:
-- Information about customer complaints and their root causes
-- Details about your supply chain and inventory management processes
-- Verification of your product listing accuracy
-- Recent supplier invoices or receipts from the last 90 days for items that have received complaints that show the business name, phone number, address, and website of your supplier
Why did this happen?
We’re taking this action because we received customer complaints that products didn’t accurately match their descriptions on your product detail pages. This violates our Selling policies and seller code of conduct, which requires all product detail pages to accurately represent the items being sold. To learn more, review our "Selling policies and seller code of conduct" policy:
We leveraged a combination of automated means and expert human review to identify this issue and make this decision.
Has this message been sent in error?
If you believe that there has been an error, click "Submit new information" next to the violation on your Account Health page and follow the instructions to provide evidence.
Your evidence should demonstrate that your products accurately match their detail page descriptions and your account has complied with our Selling policies and seller code of conduct. The evidence should include but not limit to invoices, copies of invoices, receipts, or contracts from your supplier.
What happens if I don't take these actions?
If you don't take the actions above, your disbursements will remain deactivated.
We're here to help.
If you have questions about this policy, contact us:
Seller Performance Team
Seller_81OVwLfe5VJ9K
HI @Emet_Amazon
Can you advise us further please with appeal?
Seller_w0NuiqSLJxWvi
I think because you’ve had so many complaints I think it might spell big trouble in getting your account reactivated. I’ve seen cases like this before and Amazon just won’t allow that sort of amount of complaints on their platform
Emet_Amazon
Hello @Seller_81OVwLfe5VJ9K,
Thank you for following up and apologies for my late response.
I have looked over your case and submission details and I have a few questions and a few suggestions. The first question is the organization of this appeal and abundance of information. You will need to make this much more concise and with more specific details only relating to this situation.
Where I understand your position to provide necessary details to address the situation, over sharing already available information such as NCX rate percentages are not necessary. This situation will ask that you primarily focus on the customer concern, and based off your explanation it seems to be related to wrong or different items received. This will drastically improve the readability and conciseness of your appeal.
Our investigation identified the following root causes:
Product listings did not accurately match the physical inventory, including product descriptions, images, size, colour, quantity, and packaging.
Certain products were listed under incorrect ASINs, resulting in customers receiving items that differed from the listing.
Focusing on the actual appeal and explanation. You call out very good points but the statements fall short without more detail. The products being listed incorrectly shows this was the result of an issue but does not clearly identify how and why it happened, for example, were there processes in place prior to this situation, if so what and why did they break? If there were not processes in place, explain that as well. Showing a true understanding of how these issues occurred is what the review teams are looking for here.
Inventory fulfillment errors led to incorrect products being shipped.
Similar-looking products and packaging caused picking errors during order fulfillment.
Incorrect SKU and barcode labels resulted in inventory identification errors.
Some inventory was stored in incorrect bin locations, increasing the risk of picking mistakes.
Multiple product variants ﹙different sizes, colours, and models﹚ were stored too closely together, leading to confusion.
Manual order processing increased the likelihood of human error.
Quality control procedures before dispatch were insufficient to detect fulfillment mistakes.
Packaging procedures were not consistently followed, resulting in damaged products during transit.
Temporary and newly trained staff were not sufficiently familiar with our fulfillment procedures.
As you also point out fulfillment issues seem to have played a major part in these concerns as well. Similar to how I explained above, these examples are a little too general and need more expiation. Rather than creating a list of what went wrong, explain what occurred and why. If there were issues with warehouse organization, why was there? Was there a lack of oversight, or as you mentioned with training, a lack of experience?
A good note is to not assume that we will infer what your intentions are.
We immediately implemented the following corrective actions:
Conducted a complete audit of all affected ASINs to verify product descriptions, images, sizes, colours, quantities, and packaging against our physical inventory.
Corrected all inaccurate listings and removed any listings that did not accurately represent the products.
This is a good point to what I mentioned above. You advise on listing updates but have not clarified what was changed. Generally, if you change an attribute from one set to a new set of details, outlining what changes you made help our teams better assess your corrections.
Performed a full warehouse inventory audit to ensure inventory records matched physical stock.
Relabelled incorrect SKUs and barcodes where necessary.
Reorganised warehouse storage so similar-looking products and different product variants are stored separately.
Introduced mandatory barcode scanning and SKU verification before picking and packing.
Retrained all warehouse staff on inventory management, order fulfillment, product verification, packaging standards, and quality control procedures.
Retrained all Easy Ship staff with guidance from our Amazon Easy Ship Account Manager on printing and verifying packing slips before dispatch.
When it comes to the warehouse updates, mentioning the labeling and inventory audits is a good step. I would advise on more specific details when it comes to staff training. What does your training entail, how often is training? We will want to understand how retraining the staff will help in correcting the root cause or identified issues.
4. Preventive Measures
To ensure these issues do not recur, we have implemented the following long-term preventive measures:
Weekly inventory reconciliation to ensure physical stock matches Amazon listings.
Monthly audits of all ASINs to verify listing accuracy.
Mandatory barcode scanning at both picking and packing stages.
Mandatory printing and verification of Easy Ship packing slips before dispatch.
Separate storage locations for similar-looking products and product variants.
Improved warehouse labelling and bin location controls.
4. Inventory Storage and Management
Approved inventory is stored in an organized manner using clearly identified storage locations. Each product is labelled and tracked by SKU and mapped to the correct Amazon ASIN. Similar products or product variations are stored separately to prevent picking errors. We conduct routine inventory audits and stock reconciliations to maintain inventory accuracy and identify discrepancies promptly.
Surrounding the long term preventative measures, I recommend folding in some of the key points you mentioned at the very top of your appeal. I quoted the inventory manages process as an example. Rather than just saying you will do something, explain how like you did in section 4. I would only add how you intend to sure compliance to that process, explaining how that compliance is achieved helps with reassurance.
📎 Back Image ASIN B0BT87WLHH.jpeg
📎 Back image ASIN B07ZQZVMRX.jpeg
📎 Back image ASIN B0756H4G84.jpeg
📎 Back image ASIN B08698SS59.jpeg
📎 Back inage ASIN B08NVPH5PF.jpeg
📎 Front image ASIN B0BT87WLHH.jpeg
📎 Front image ASIN B07ZQZVMRX.jpeg
📎 Front image ASIN B08NVPH5PF.jpeg
📎 Front image ASIN B0756H4G84.jpeg
📎 Front Image ASIN B08698SS59.jpeg
As a final suggestion on simplifying your appeal. We do not need you to send pictures of the products. Invoices referencing the product and or brand will suffice. With everything covered, I advise reworking the root cause the be more concise and work out from there. The preventative, and corrective measures are strictly driven by the root cause, if one is not fully explained the other sections will falter.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_81OVwLfe5VJ9K,
Thank you for following up and sharing the good news.
Finally disbursement has been reactivated.
We will get paid after nearly 60 days.
I appreciate you taking the time to share your updates and that you were finally able to receive your payments.
I'm glad I was able to offer some guidance through this process. If you ever need additional guidance or support do not hesitate to reach back out to create a new topic for support.
Emet.
