Account deactivated. Appeal rejected 20+ times
hello,
I would appreciate some help if possible.
I have had my UK selling account deactivated for almost 6 weeks due to a high ODR %. They seem to think I simply marked orders as sent without sending them
Since the account was deactivated, I have spoken to Amazon Account support staff almost 30 times. Each time they suggest adding new information to my appeal and still I continue to receive the same rejection template email.
I have provided explanations and documentation for everything that has been requested plus more.
Originally, I was asked to provide proof of delivery for last 30 days. Then 60 days. Then 90 days.
Not only have I provided detailed excel spreadsheets with orders going back last 6 months which include tracking numbers, delivery status, refund status if so and reason for this, but I have also supplied picture proof of over 100 deliveries. I have provided my Incorporation documents, banking information, POA and a letter from the courier.
As everything has failed thus far, I tried to escalate my case to the MD office but I keep getting the same rejection emails or no replies at all.
It seems as if Amazon no longer cares much about helping Sellers reactivate their accounts.
Any help would be appreciated as this has become very frustrating and tiresome.
I’ve had deactivations previously and they lasted anywhere between 4-18 months. It’s fair to say, I cannot afford to be waiting that long again without access to funds that are being held.
Regards
someone please help
@Winston_Amazon
@Simon_Amazon
Simon_Amazon
Hello @Seller_0bpslEX359dRn,
Here Simon from Amazon.
Not sure if I'll be able to help on this topic, but what is the latest communication you received from the team?
Perhaps other Sellers might be able to advise on this.
Best,
Simon
Seller_0bpslEX359dRn
hello @Simon_Amazon
I continue to receive the following notification after each appeal. Funnily enough, I have provided everything within each of the following points and more, yet my appeals continue to get rejected.
We received your submission but do not have enough information to reactive your account. Please provide the following information:
-- Evidence of delivery for recent seller-fulfilled orders. This may include buyer confirmation of receipt, proof-of-delivery documentation, or updated tracking information, if the tracking information you provided is incorrect. Tracking information may be provided in the Manage Orders section of your seller account.
-- Evidence to support identification of your business, such as business website or email, company bank information, or business registration information, if this is not already available on your Amazon account. Make sure your account is updated with your latest business information.
-- Supporting evidence that you have inventory to fulfill all of the orders placed, including those we have requested proof of fulfillment and delivery for. This includes but is not limited to copies of invoices (backed with proof of payment from your financial institution, such as credit card or a bank statement, showing remittance of payment for the amount of the invoice), receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days.
Seller_RlZVPg3d6ZUGP
Your feedback is terrible though for undelivered items so have you explained them?
Seller_0bpslEX359dRn
Hello,
Yes I have explained this. The problem is that a lot of items were in fact delivered on time but due to the courier leaving in unorthodox places, customers were unaware items had been delivered.
Furthermore, A-Z claims have been granted when items had been delivered.
I have always purchased shipping through Amazon Seller Central using Amazon's preferred delivery partner Evri. I have submitted a POA explaining that Evri have become very unreliable and I will be looking at using alternative couriers.
What I don't understand is, with many sellers having issues with Evri, why does Amazon continue to allow Evri to be a 'preferred delivery partner'??
Any further advice would be appreciated.
Thank you
Seller_RlZVPg3d6ZUGP
Your POA cant blame Evri it needs to be an acceptance that it is your fault, especially with that number of undelivered feedbacks. I appreciate evri have issues and theres the opportunity for scammers but I cant imagine that many people actively leaving negative feedback if they actually had the item.
Do your proofs include all the proofs of actually posting the item? and proof of invoices showing you actually had the stock?
Seller_0bpslEX359dRn
In my POA I did not directly blame Evri or any courier.
I took ownership and acceptance of fault completely.
I have included hundreds of pictures of proof of delivery from the courier website.
for items not delivered, I had attached invoices showing I purchased said items and provided bank statements to go alongside.
Simon_Amazon
Hello @Seller_0bpslEX359dRn,
Have you tried to reach out to our Account Health Support team via the 'Call me Now' button?
The team should be able to help improve the appeal if needed.
Best,
Simon
