Evidence of delivery
hello Everyone,
I have been selling on amazon and FBM of my product from last 2 years and amazon has deactivated my seller account and asking for proof of delivery from 365 days order . I have submitted the all proof of delivery from last 365 days order . but still sending me the same email again and again . I am sharing the email
We do not have enough information to reinstate your account.
Why is this happening?
We are not able to confirm delivery of your recent seller-fulfilled orders. Please provide us evidence of delivery or verify that currently uploaded tracking information is correct. Tracking information may be provided in the Manage Orders section of your seller account.
If you are an Amazon Easy Ship seller, please confirm that you use this service for your seller-fulfilled orders as part of your submission and disregard including tracking information. Evidence of delivery should include buyer confirmation of receipt or proof-of-delivery documentation.
How do I send the required information?
Please click on the View Appeal button on the Account Health page (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_ap) and submit additional information as requested.
What happens if I do not send the requested information?
If we do not receive the requested information within 90 days of the original notification, your account will remain deactivated. Do not attempt to create a new seller account. Creating a new account will delay the reactivation process and may lead to permanent closure of your account.
We’re here to help.
If you have questions about this review or the information requested above, visit selling account reviews for seller-fulfilled orders (https://sellercentral-europe.amazon.com/gp/help/G200320980).
Sincerely,
Merchant review team
I need your help guys tell me what should i do now ?
19 replies
Seller_bhSWqoVh7Pn98
What did you submit to them, they like screenshots and photos, not scns of documents usually.
Can you copy here what you have sent to them?
I am surprised they are worried about 1 order not received a yer ago though - what was so special about that order?
Are you sure they do not want proof of all orders, are you using a non approved courier to deliver?
Maja_Amazon
Hello!
Let me transfer your thread to UK Account Health Category for better assistance.
Best,
Maja
Seller_u1AdBEcsHujAa
Hello @Rich_Wear,
Thank you for reaching out to the forums community.
I’m Kavi from Amazon, here to assist you.
Going through your post we understand that you have concerns with your Account Deactivation.
The team is looking for the tracking details for all the order in last 365 days before your account deactivation.
Please provide evidence of delivery for all orders that were received before the performance notification date, following your account deactivation. It’s important to include proof for every order, as failure to do so may result in your appeal being rejected by the team.
We recommend you to check your order history under ‘Manage Orders’ page in your Seller Central Account.
If you have any further queries please let us know. The community and I are here to assist you.
Regards,
Kavi
Seller_RyBiR05Djvp7V
Hello @Rich_Wear ,
This is Amelia from Amazon to assist you.
From your post, I understand that you need help with reactivation of your selling account and documents not being accepted.
As you mentioned, you need direct assistance with Amazon representative.
We recommend you to do reach out to Account Health Support team by raising a case using the link here to discuss and learn more about appeal rejection support so that team can help you through it.
If you need any further assistance, you can post here so that we can help you.
Regards,
Amelia.
Seller_pKdF0dnvoraDu
Hello @Rich_Wear,
This is Virgil from Amazon to help you with your concerns.
Thank you for following up with the requested information.
Based on the screenshot, our team is looking for evidence of delivery, critical business information, and supporting evidence that you have inventory to fulfill all the orders placed.
As a means of protecting customers, Amazon monitors seller-fulfilled orders to ensure customers are receiving the items they purchased in a timely fashion.
As your previous appeal was rejected, we would request you to kindly provide the alternatives mentioned in the email, like buyer confirmation of receipt, invoices, bank information or email.
If you have not already done so, you may request feedback from your buyers. When contacting a buyer, keep in mind that it is prohibited to pressure a buyer or offer incentives for feedback. For more information, refer to Customer product reviews policies.
We would also request you to consider the following factors while appealing your deactivation:
- You do not have a sufficient history of past sales. This can be either because you are new to the Amazon store or you have not sold for a long period. When you are new or have been dormant, it takes time to build up a positive history of buyer-seller transactions.
- Multiple customers have indicated they did not receive the items they ordered (for example, by filing for refunds, A-to-z guarantee claims or posting negative feedback). We recommend that you work closely with your customers to resolve any issues and take steps to ensure prompt fulfillment of orders.
- There is no tracking information available on your account or the tracking information is invalid. Valid tracking information can provide assurance to your customers that their orders are on the way and help Amazon validate that an order has been delivered. To access Amazon policies on tracking information, go to Valid Tracking Rate (VTR).
- There has been an unusual change in your selling patterns. An unusual sales activity may include a recent spike in sales or significant change in the type of inventory you offer.
- You are selling higher risk items. Higher risk items may include consumer electronics, computers or trending items.
- You may be missing critical business information from your account that can help us validate positive buyer-seller history across other sales channels. Ensure that all your business information is up to date, including business website, address, and contact information, where applicable. Although this information is not mandatory it can verify your identity and expedite the review process.
For more details, please visit Selling account reviews for seller-fulfilled orders.
I appreciate you providing updates about your account. Please continue to post any relevant information in relation to this topic so it can be addressed at a later time.
Best Regards,
Virgil.
