Hello. Earlier this year, I decided to take a break from selling. I had very little stock left in FBA warehouses. I downgraded my account to Individual and just left it to slowly sell through my remaining inventory on a pay as you go basis. All was going fine. I'm down to just 2 ASINs. My account health is perfect.

Suddenly, I've received an email saying my account is deactivated due to "inauthentic product" complaints. The email goes on to specify the ASIN and product description causing concern. The problem for me is that I don't have this item listed, offered or referred to in any way in my account. I do not have any of the item in any FBA warehouses nor do I hold the item anywhere else. Hence, I cannot provide paperwork to submit an appeal.

For those of you in a similar situation, you probably know the problem. The Amazon automated system makes assumptions and if your situation falls outside those assumptions, you've got a real problem as you cannot contact anyone. In my case, on my Seller Account home page, I have the banner saying "Account Deactivated" with a clickable link to "Reactivate your account". That takes me to my Account Health page. No help there. Everything is perfect, Account Healthy. From there, you are taken next to the page that requires documentary proof. Ah .... that's a problem because the whole issue is not relevant to me. BUT there is a small link further down that says:

"Has your account been deactivated in error? If you believe that your account has been deactivated in error, please provide an explanation here."

Click that link and you're given a dialogue box to write your explanation. Great! After you've written there, the only option is to click Next and you land back on the page requiring documentary proof. LOOP!

I've also tried requesting Help from the home page. As my account is deactivated, you get only one option for help which leads you through to the page to raise a Help Case. It even has a pre-populated title "I have a question about my account or need help with an appeal." Hopeful, yes? Nope, submitting this help request generates an immediate automated response saying that this is not the right channel for help in this matter. LOOP!

So, I'm stuck. I don't know how to break out of this loop. I was planning to re-establish my full selling account next year but won't be able to do that unless I can solve this issue.

Any hints, tips, tricks methods that anyone knows or can suggest would be welcome.

TIA

Hi my account is stuck in a loop, i have tried contacting customer service multiple times and they keep copying and pasting the same response. I have updated the information like they asked with no update whatsoever. It is now been several weeks with no progress. What's an alternative way to reach out to them? Is there any human left working at amazon customer service or are they all bots?

Here is the email they keep copying and pasting:

This is an urgent request for you to provide additional information about your account to complete the verification.

Failure to respond to this request as soon as possible may lead to your disbursements and listings being temporarily deactivated.

Why is this happening?

You have incorrectly selected the individual legal entity during the registration of your Amazon selling account.

What do I have to do?

To proceed with the verification, register your account with the correct legal entity.

What happens if I do not provide the required information or documents?

You have a total of 60 days from the day when we first contacted you to provide all of the requested documentation or information to complete the verification. The time that we take to review and validate this information will not be counted against the 60-day threshold that you are given.

Failure to provide this information before the 60 days will lead to your disbursements and listings being temporarily deactivated until verification has been completed.

If it has been more than 60 days since we first contacted you, your disbursements and listings may have already been deactivated and will remain deactivated until the requested information or documentation has been provided and your account has been verified.

Use the following information to select the correct legal entity:

-- Individual: Select this option if you do not intend to sell on Amazon commercially or professionally. This option allows you to sell personal items that you no longer want or need, for example, old DVDs or books.

-- Sole Proprietor: This legal entity is applicable for any commercial individuals who sell for profit. A sole proprietorship is usually registered with local authorities. There is no legal distinction between the owner and the business.

-- State-owned business: This is a business that is either wholly or partially owned and operated by a government.

-- Publicly-listed business: This is a business with shares listed on a stock exchange for public trading.

-- Privately-owned business: These entities, such as limited companies or partnerships, are businesses controlled and operated by private individuals.

-- Charity: This legal entity is for foundations, organizzazione non lucrativa di utilità sociale (Onlus), società cooperative sociali, associations, and other tax-exempt bodies.

We are an active seller on Amazon US and started selling on European Marketing a few years ago.

Initially, we received an email from that read

We replied to the email stating we didn't request for any change, submitted all the information and withdrew the request. Our business information is up to date on the Identity Information page yet there's an error over there that reads "Your account has been restricted. For more information, please view your performance notifications here under the subject line ‘Important information about your Selling on Amazon payment account’.

We’re Here to Help: If you have any questions, or you are unable to provide the requested information or documentation, you can contact us."

Last month we received another email:

We tried reaching out to seller support multiple times hoping to get our account reactivated in the European marketplaces but we're stuck automated responses loop stating to visit the reactivate your account page. The Submit for verification button is disabled in that page so we don't know what to do.

How can we reactivate our account? Please help.