Account Deactivated - Appeals being rejected
Hi
Our seller account was deactivated on 3rd September
The original performance notification was:
Your Amazon seller account has been deactivated in accordance with section 3 of the Amazon Business Solutions Agreement. Your listings have been removed. You are no longer enrolled in Account Health Assurance. Please continue to ship open orders and respond to customer inquiries to avoid further impact to your account. Funds will not be transferred to you but will stay in your account while we work with you to address this issue.
For more information, please review the "Funds disbursement eligibility policy":
https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6
Why did this happen?
We have taken this measure because this account has been used for the following abusive activities:
-- To provide inaccurate information to Amazon or our customers
-- To act unfairly or misuse Amazon features or services
Despite multiple appeals our account reactivation appeal has been denied with incredibly little information
@Sakura_Amazon__ @Spencer_Amazon @Julia_Amazon @Julia_Amzn @Christine_Amazon @Ezra_Amazon @Sarah_Amzn
We have raised a secondary review via account health support under case id 11512599882 but after a week still heard nothing back could you assist us?
Account Deactivated - Appeals being rejected
Hi
Our seller account was deactivated on 3rd September
The original performance notification was:
Your Amazon seller account has been deactivated in accordance with section 3 of the Amazon Business Solutions Agreement. Your listings have been removed. You are no longer enrolled in Account Health Assurance. Please continue to ship open orders and respond to customer inquiries to avoid further impact to your account. Funds will not be transferred to you but will stay in your account while we work with you to address this issue.
For more information, please review the "Funds disbursement eligibility policy":
https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6
Why did this happen?
We have taken this measure because this account has been used for the following abusive activities:
-- To provide inaccurate information to Amazon or our customers
-- To act unfairly or misuse Amazon features or services
Despite multiple appeals our account reactivation appeal has been denied with incredibly little information
@Sakura_Amazon__ @Spencer_Amazon @Julia_Amazon @Julia_Amzn @Christine_Amazon @Ezra_Amazon @Sarah_Amzn
We have raised a secondary review via account health support under case id 11512599882 but after a week still heard nothing back could you assist us?
52 replies
Seller_CL6UbO7N6OVQ2
@Sakura_Amazon__ @Spencer_Amazon @Julia_Amazon @Julia_Amzn @Christine_Amazon
@Ezra_Amazon
@Sarah_Amzn
Good Afternoon
Hope you are well could you please help us look into the account deactivation appeals which have been rejected and give us some advice on what to do next?
Seller_CL6UbO7N6OVQ2
@Manny_Amazon @Glenn_Amazon @Atlas_Amazon @Danny_Amazon @Levi_Dylan_Amazon @JiAlex_Amazon@Sakura_Amazon__ @Spencer_Amazon @Julia_Amazon @Julia_Amzn @Christine_Amazon
@Ezra_Amazon
@Sarah_Amzn
Hope you are well could you please help us look into the account deactivation appeals which have been rejected and give us some advice on what to do next? Our latest appeal was submitted on 8th October and its been 16 days without any response.
Thanks
Pete_Amazon
Hello @Seller_CL6UbO7N6OVQ2,
I am Pete from Amazon reaching out to you regarding your concern about your account.
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
Please check your registered email for the most recent Performance Notification detailing the requirements. Try to provide the explaination, clearly explain that how you have not violated the code of conduct policy.
Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Best Regards,
Pete.
Seller_CL6UbO7N6OVQ2
Hello Pete,
Thank you for your message and guidance.
We would like to confirm that we have already submitted a new appeal addressing the concerns raised. In our appeal, we have provided detailed explanations and supporting evidence to demonstrate that our account has not violated the Code of Conduct policy and that we remain in full compliance with Amazon’s requirements.
Our concern is that the last appeal took over a month to receive a response, which has caused significant delays for our business.
Could you please advise if there is any way to ensure that this current appeal is reviewed in a more timely manner?
We are eager to resolve this matter quickly and continue operating in accordance with Amazon’s standards.
Thanks,
AliedSNA
Seller_sJUyozDeS1DKy
@Seller_CL6UbO7N6OVQ2 hi did you apply for mediation you do need to apply fir mediation as that way it will be easy for yiu to get the account back
Seller_CL6UbO7N6OVQ2
Hi @Seller_sJUyozDeS1DKy we did apply for mediation on 30th October and its been 40 days and we've heard nothing back. How long did yours take to get a response from mediation?
Seller_sJUyozDeS1DKy
@Seller_CL6UbO7N6OVQ2hi i got reply today from mediation saying they are reviewing my case after 3 month and 1 i got reply they are now reviewing it let see how long they gonna take to decide
Seller_CL6UbO7N6OVQ2
hi was your issue also account deactivation? Did you manage to resolve via standard appeal pathway?
Seller_sJUyozDeS1DKy
@Seller_CL6UbO7N6OVQ2 please only ask question if you also.welling to give information as I notice when I ask you if yiu apply for mediation you never reply to my question. I try tk help you but you nit answering is but unfair on yiur side
Seller_CL6UbO7N6OVQ2
Hi @Seller_sJUyozDeS1DKy. Please see my reply posted from 3 days ago " we did apply for mediation on 30th October and its been 40 days and we've heard nothing back. How long did yours take to get a response from mediation?
Sorry if you missed my reply we remain deactivated and frustrated in the whole process.
@Pete_Amazonwe have submitted a new appeal via the standard account health dashboard pathway and our mediation request has been unanswered for 43 days. Is something you could help us with?
Thanks
Jonathan_Amazon
Hello @AliedSNA,
This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
Despite multiple appeals our account reactivation appeal has been denied with incredibly little information. We have raised a secondary review via account health support under case id 11512599882 but after a week still heard nothing back could you assist us?
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
I understand how frustrating it must be to receive appeal rejections without clear guidance on what needs to be addressed. When an account is deactivated under Section 3 of the Amazon Business Solutions Agreement for code of conduct concerns, it's essential to provide a detailed explanation that directly addresses the specific issues mentioned in your Performance Notification.
Your notification mentions two areas: providing inaccurate information to Amazon or customers, and acting unfairly or misusing Amazon features or services. To strengthen your appeal, you'll want to provide a comprehensive response that covers these points:
Please check your registered email for the most recent Performance Notification and review any specific examples or timeframes mentioned. In your appeal, clearly explain how your account has operated in compliance with Amazon's policies. Include greater detail on evidence or examples that demonstrate your account's adherence to our Code of Conduct. If there were any misunderstandings or unintentional issues, explain what happened and what steps you've taken to prevent similar situations.
When you submit your appeal, make sure to address each concern raised in the notification with specific details about your business practices, any corrective actions you've implemented, and how you'll ensure ongoing compliance with Amazon's policies moving forward.
We have followed up with the appropriate team regarding your situation. Please continue to monitor your email for updates on your case.
Regards,
Jonathan.
Zyan_Amazon
Hello AliedSNA,
This is Zyan from Amazon, and I am here to assist you.
I understand you have submitted 20 appeals providing examples and evidence of how your account has complied with Amazon policy. Every appeal has been rejected and you are now at a standstill as you are unable to call Account Health because the functionality has stopped working for you. You are receiving communication that your account cannot be reactivated as the team could not validate documentation submitted during the appeals process, even though the evidence submitted including Letters of Authorization are all genuine.
I want to acknowledge your frustration and thank you for your persistence in submitting multiple appeals with genuine documentation. I truly understand how exhausting and stressful this situation has become after 20 appeal attempts.
I want to educate you on an important point. There is no direct escalation path available through the Seller Forums for account reactivation cases. The Account Health team is the only team authorized to review appeals and make reactivation decisions based on the documentation provided.
Since your appeals have been rejected with the response that the team could not validate the documentation submitted, I recommend you take the following approach for your next appeal:
- Review the Performance Notification carefully to understand the exact reason why the documentation was not validated
- If the Letters of Authorization are genuine, ensure they include all required elements: official letterhead, clear authorization statement, contact information of the authorizing party, date of authorization, and specific product categories covered
- In addition to Letters of Authorization, provide supporting invoices from authorized suppliers showing actual purchases of the products, as authorization letters alone may not be sufficient
- Submit a detailed explanation addressing why previous documentation may not have been validated and what additional evidence you are now providing
Since the Account Health call functionality has stopped working for you, please continue submitting appeals through the Account Health page with comprehensive documentation and clear explanations.
The community and I are here to support you. Please review your documentation against Amazon's requirements and submit your next appeal with additional supporting evidence beyond the Letters of Authorization.
Regards,
Zyan
Jonathan_Amazon
Hello @AliedSNA,
"Despite submitting 25 appeals—each containing genuine Letters of Authorization, invoices, and detailed explanations—every single one has been rejected with the same generic statement that documentation 'could not be validated.' At no point has Amazon provided any specific explanation of what could not be validated or why."
I sincerely apologise for the delayed response to your post. This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
I have read through everything you have shared here and I want to acknowledge the considerable effort and persistence you have demonstrated throughout this process. Providing responses on 25 separate occasions with genuine documentation, while receiving the same reply each time without any specific feedback, is an incredibly difficult position to be in, and I want you to know that your concerns have been heard.
When an account is deactivated for concerns related to providing inaccurate information or misusing Amazon's features or services, the review process requires the account team to assess all submitted documentation holistically against the specific concerns identified during the original review. In some cases, even genuine documentation may not fully address the underlying concern if the response does not directly speak to the specific activity that led to the enforcement. This is why the feedback you are receiving — while understandably generic — is asking for greater detail on how your account has complied with Amazon's policies, rather than simply confirming the authenticity of the documents themselves.
To give your next response the best possible chance of being reviewed successfully, I would encourage you to focus not just on the authenticity of your documentation, but on directly explaining your business practices in relation to the two specific areas mentioned in your original performance notification: how your account has provided accurate information to Amazon and customers, and how your account has used Amazon's features and services in a fair and compliant manner. Where possible, include a clear and detailed narrative of your business model, your sourcing and fulfilment processes, and any steps you have taken to ensure ongoing compliance. Supporting this narrative with your invoices and Letters of Authorisation — rather than relying on the documents alone — can make a meaningful difference in how your response is assessed.
Regarding the Account Health call functionality, I understand this has been unavailable to you for some time. Continuing to provide your response through the Account Health page remains the available path forward, and I would encourage you to ensure each response is as comprehensive and specific as possible.
Could you share more about the nature of your business model and the types of products you sell? Understanding more about your specific situation may help the community provide more targeted guidance on how to structure your next response.
https://sellercentral.amazon.co.uk/help/hub/reference/G1801
https://sellercentral.amazon.co.uk/performance/notifications
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Regards,
Jonathan.
