Account Deactivated - Duplicate account
Has anyone had any success or recommendation on how we can re-establish our account which has been deactivated due to a related account? The issue we have here however is the account we have been related to isn’t ours.
Our business purchased the naming rights, domains, contact information including emails and telephone numbers from a company in 2021 who was in liquidation at the time. In 2022 we open our Amazon account and have been trading ok since then. Since the start of this year we have done over 100k on Amazon, we now find ourselves unable to sell because we have been linked to an Amazon account which was owned by the company in liquidation which we purchased from. Due to the purchased we share some common information but I have gone to great lengths to try and provide we are not connected.
To try and reactivate our account, I have provided:
- Contract showing how we purchased the above from the other company
- Proof of ownership of our business, including name, address, VAT number, directors etc
- Documentation to show the business we have been linked with is in liquidation, this documentation is official government documentation and includes that companies name, address, VAT number, directors etc
- Explanation of any links between the two companies with references back to the contract
- Despite no wrong doing a plan of action on what we will do if we get out account back.
Despite this, I keep getting the same auto response back saying:
We received your submission but do not have enough information to reactivate your account at this time.
To reactivate your account, please provide evidence that you once owned the account or had account rights but no longer own it or no longer have account rights by providing supporting documentation. This includes but is not limited to sales deed, purchase agreement, business transfer agreement, or contract termination.
I really don’t know where to go from here. Amazon are asking me for proof and supporting documentation which I have provided in the form of a contract yet with every submission I get the same auto response back (feels like info I am submitting isn’t even being read). When I call the help number I keep getting team members telling me to fix the issues on the account we have been linked with, which isn’t possible as its not out account and that business is in liquidation.
Time keeps passing and I don’t seem to be getting anywhere. Any help would be appreciated.
15 replies
Seller_7VbclcPFFRTnc
did you officially transfer the amazon account - or just open a new account with the same company details ?
Seller_xo2UCyBVMGOtp
its frustrating, I am honestly doing everything I can to prove we are not linked but not matter what I send in, it gets rejected
Seller_D59sukg3PflcJ
Hello @HiFiFreaks
This is Aksh from Amazon. I’m here to assist you with your concerns.
We understand your query regarding the reactivation of your account. For a more detailed understanding of the issue, we request you to kindly provide the latest snapshots/screenshots of the emails received in your seller central performance notifications about the issue in hand and the marketplace you’re referring to, so that we can guide you better.
Also, we would like to appreciate @The_Little_Shop for their efforts on the matter in hand.
Regards,
Aksh
Seller_RyBiR05Djvp7V
Hello @HiFiFreaks
This is Amelia from Amazon to assist you.
Thank you for sharing the deactivation notification.
Based on the post above, we understand that your account is deactivated due to being related to another account.
To Understand the Multiple Account Policy, please click here
We recommend you to do reach out to Account health support team using “Call me now button” to discuss and learn more about appeal composition support so that team can help you through it.
You will also be able to reach out to Account Health Support team by raising a case using the link here
If you need any further assistance, you can post here so that we can help you. The forums community and I are here to support you.
Regards,
Amelia
Seller_u1AdBEcsHujAa
Hello @HiFiFreaks,
I’m Kavi from Amazon, here to assist you.
Thank you for writing to the Seller Forums Community.
From your post, we understand that you need help with Account Reactivation and Appeal rejection.
In order to assist you better, please help us with the initial ‘Performance Notification’ that was sent to you at the time of your Account Deactivation.
If you have further questions, please keep us posted, the forums community and I, are here to assist you with your concerns.
Regards,
Kavi
Seller_D59sukg3PflcJ
@HiFiFreaks
This is Aksh from Amazon and I’m here to assist you with your concerns.
From the post above, I understand that your current account is found related to an account and I would like to help you with a better way forward, on the same.
As per our policies/guidelines a seller on the platform needs to maintain a single account, in any manner if any information is shared between the accounts this action is taken. (note- a relation is not solely based on the documents)
Before proceeding further, we would request you to confirm if you have ever shared bank accounts, credit cards, or inventory with another Selling Partner? (or) If you share computers with another Seller? Office space? Home address?
If yes, then to have this issue resolved on your current account kindly follow the below steps:
• You would need to first reactivate the account flagged with a relation (refer the performance notification for additional information on related account)
(Note : we request you to refer to the performance notification on the old account to understand the requirement and submit them accordingly so that you can move it back to normal status)
• Once you successfully reactivated that account, kindly submit and appeal from your current account with the name of that account and the reactivation date
(post which you can make a choice of closing any of the accounts as per your preference)
• If you don’t own that account currently but had rights of that account earlier,
- You can submit an appeal from your account with supporting documents to show that you no longer have any relationship with that account.
- Documents : sales deed, purchase agreement, or business transfer agreement, contract termination, etc.
(kindly be noted that these documents must have been put to action or legalized before the date of enforcement on your account).
• If you do not recognize the account flagged as a relation and believe this action was in error, please submit an appeal with a detailed explanation on the same so that it could be investigated.
Please feel free to post on the same thread for any further queries. The forums community and I, are here to support you.
Regards,
Aksh.
