Account deactivated due to association with another account
hello
Can anyone help?
We have had our account deactivated due to an association with another account. The other account is a Chinese company that we have no affiliation with.
We have raised an appeal on the 9th July with no response and every time we call we get the same script. Please wait.
We have only been trading for a year. Just started to make a profit and now this will close the business.
We still have bills to pay!
Can anyone suggest anything?
Thanks in advance.
Account deactivated due to association with another account
hello
Can anyone help?
We have had our account deactivated due to an association with another account. The other account is a Chinese company that we have no affiliation with.
We have raised an appeal on the 9th July with no response and every time we call we get the same script. Please wait.
We have only been trading for a year. Just started to make a profit and now this will close the business.
We still have bills to pay!
Can anyone suggest anything?
Thanks in advance.
19 replies
Seller_PJYL4qL5BwPqV
@Ezra_Amazon @Sarah_Amzn @Julia_Amazon @Spencer_Amazonis anyone able to help please?
Abella_Amazon
Hello @Seller_PJYL4qL5BwPqV,
This is Abella from Amazon to help you. From the above post I understand that you are concerned about the Account reactivation.
I understand that you need help to reactivate your account as it has been deactivated due to the relations with another account.
Even if you do not own another account, your account does share at least one significant point of information with this other account. That information connects their status and actions to your account.
Have any family members, friends, colleagues, employees, or third-party services ever accessed your account, or vice versa?
Have you ever received assistance from anyone with managing or setting up your selling account? If yes, could you please describe what kind of help they provided?
To reactivate your selling account, please follow these steps:
Reactivate the related account first by submitting an appeal as instructed in the communication you received regarding that account.
For further inquiries, refer to the "Multiple Account Policy."
If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.
Regards,
Abella.
Seller_ls4NR7C47xlKA
Hi Craig - sadly I don't think I can be any help, but just to say - it sounds like a very similar situation to me.
I originally registered using a Registered Address provider (as my operational address, VAT address etc was my residential address, so wanted to keep that off the register).
It seems like another Chinese company used the same service for their Amazon address and got banned.
I don't think updating your address will help - I had already changed my address in April - but my account was deactivated in July, and it was all based on me still using the Registered Address in January, when the other business registered their account. So it seems that even removing it, in no way removes their belief of a 'connection'.
After tons of back and forth saying they needed more evidence, or changing the requirements of said evidence, I finally got to a point where apparently they aren't requiring more evidence, mainly I believe from sending them:
- Detailed explanation and plan of action for future
- Service Agreement with the Registered Address provider
- Invoice from the Registered Address Provider
- Proof of payment (a bank statement) showing the payment to the registered address provider
- Service Termination Agreement provided by the Registered Address provider on headed paper (this was a pain to get out of them as they didn't do as standard but I finally managed to get them to do it)
- Email confirmation from the Registered Address provider that I only held one account with them, that is now completely terminated, and that the other company held a different account in a different name
- Proof of updated address on Companies House, and new proofs of address
HOWEVER - now rather than saying they need more evidence - they have just said "they deem it too risky to reactivate my account" - despite many years of perfect selling and account health.
It generally feels completely futile and the process is broken - essentially they ask for more and more and when you provide everything they just say no, but without any excuse.
I have raised a mediation request - to me it seems like my only hope now - however it has been over 2 weeks and I have heard nothing back - but you may want to look into the same, on the hope that if a third party mediator handles it, they in some way may be reasonable (although Amazon still dictates everything - even if it goes to mediation - so who knows)
Pete_Amazon
Hello @Seller_RHe0pQvfu2y2M,
This is Pete from Amazon, I hope you are having a wonderful day. From the above post I understand that you are concerned about the Account reactivation.
Thank you for providing those details about your situation. I understand this is a challenging situation with your account being deactivated due to sharing a registered office address. From reviewing similar cases in our seller forums and the current situation, I can provide some specific guidance.
I notice you've already taken a positive step by changing your registered address on Companies House. However, based on the experience of other sellers in similar situations (as seen in the forum discussions), you'll need to provide comprehensive documentation to support your appeal. Here's what you should include:
1)Documentation about the registered office service:
*Your service agreement with the registered address provider
*Invoices showing your payments for this service
*Bank statements confirming these payments
*A formal termination agreement with the registered office provider
*Written confirmation from the provider stating that you maintained a separate account from the other company
Please submit these through your Account Health page. While I cannot guarantee the outcome, other sellers have found that providing extensive documentation about the registered office service relationship helps demonstrate this was merely a shared service provider rather than a connected business.
If you need any further guidance, you can post here so that we or any of the sellers on forum can help you.
Best regards, Pete
Seller_PJYL4qL5BwPqV
aorry to hear this! Its crazy. Its like they don't even read the documents and just refuse it.
What happened with mediation?
Seller_PJYL4qL5BwPqV
hi @Pete_Amazon
We’ve already submitted these documents to Amazon multiple times. The problem is that instead of getting any real support, all we receive back is a request to resubmit—no guidance, no clarity. It’s frankly a farce. You’d think Amazon would want to help us get the account reopened, but it feels like the opposite. The performance team has no access to this area, and every person we speak to gives us a different answer. What else can we do??
Thanks for coming back to me.
Seller_sJUyozDeS1DKy
post.hi yes his account has been activated you can also try mediation that does help but they is long wait likg upto 7 weeks
Seller_PJYL4qL5BwPqV
Do you know how? we are still trying. The support is horrendous as its all automated messages and each user contradicts each other.
Seller_sJUyozDeS1DKy
post.you need help with mediation when was your account deactivated
Pete_Amazon
Hello @Seller_PJYL4qL5BwPqV
This is Pete from Amazon, I hope you are having a wonderful day. Thank you for bringing your ongoing situation regarding your Amazon UK seller account deactivation to our attention. I understand this is a critical issue that has remained unresolved despite your multiple document submissions and active engagement with Seller Support.
To better assist you with your situation, could you please share any performance notifications you received from Amazon regarding the deactivation?
This would include:
• The initial deactivation notice
• Any subsequent notifications regarding document verification failures
• Any performance notifications you received before the deactivation
Having access to these notifications would help us better understand the specific requirements Amazon is looking for and potentially identify where the verification process is failing.
Please ensure to remove any sensitive personal or business information before sharing these notifications.
Best regards,
Pete.
