Verification Email without reason!?
We have been successfully (well, with the confusing ups and downs!) selling on Amazon 10+ years, without any major issues.
Yesterday I receive an email from the verification team stating that they cannot verify our details and therefore are CLOSING our account!? No reason, no detail.
I immediately contact SS, who confirm the email is genuine and agree that the lack of detail is confusing and unfair but advise me to contact the verification team who will respond within 24hrs providing additional information so that we can resolve whatever the problem is. So case opened with SS and email sent to the verification team within minutes of ending the call to SS requesting further info.
2 hours later receive a seemingly automated response confirming that they have received our response and it’s being looked into.
Now 28hrs have passed and nothing from anyone, no sales, nothing on our seller central page to say that we’re suspended.
Nothing’s changed, our account health is fine and no A-Z or chargebacks pending.
Why the lack of response and why the lack of detail on the original notification (copy below)?
Anyone else had this?
We’ve lost £1,000s in sales the weekend and have no idea why!
Any ideas?
Dear Seller,
We were unable to verify the information you provided when registering for a Selling on Amazon payment account and, as a result, your Selling on Amazon payment account could not be opened. Unfortunately, this means that you will not be able to continue to sell on Amazon.
Please take appropriate steps to resolve any open orders. Note that any amounts paid as a result of A-to-z Guarantee claims and chargebacks may be deducted from the balance in your existing Seller Account.
0 replies
Seller_EJIX7rqDNQJi2
This is really scary, I am so sorry for you.
Are you registered as a business? Do you have a valid VAT number in your account if you are supposed to be VAT registered?
Amazon only closes accounts like this, out of blue, when they have a very serious reason.
Seller_OPIGLOYfyTIdQ
Welcome to the age of AI.
Just talk to a human.
Seller_GXO39GeGl3GfJ
Also try managingdirector@amazon.co.uk.
I’ve had lousy experiences with these rude, illiterate, badly trained and fanatically inept people.
I find it extraordinary how much of Amazon’s money they’ve wasted in terms of human resources and the commission fees that Amazon loses when they arbitrarily suspend a seller’s account because their agents don’t understand plain English, let alone Amazon’s policies or the law.
For a company so customer-focused as Amazon it’s just bizarre… ultimately the customer suffers. Along with the seller, the taxman and Amazon itself. What a strange business model it is to shoot oneself in the foot in such a manner.
The very best of luck.
Seller_DROodOAYHftnc
Are you ABSOLUTELY sure that email was genuine ?
I have had the exact same one, but it was a phishing scam, as did not appear in my notifications on the seller homepage.
I know you say SS said it was genuine, but they have been known to give out wrong information rather frequently !
Was the email in your seller account notifications with a red flag alert ?
Seller_Uh8PZTKzDF9vc
Yes, email was genuine and in the notification centre, PLUS no sales since 11am Saturday says it all.
Seller_A2Ell2R6C7mVB
I also had to re-varify a few months back. Supplied all the same details, but updated as their request.
Low and behold, i was told the info didn’t match my seller account.
After weeks of fafing about, i was told my bank details are wrong (same bank for over 30 odd years!).
Eventually i got it out of them that my name did not match the account.
My full christian name is Johnny (AARGGH Hate it) and my christian name on my Amazon account is John.
Visited bank and had a up to date statement printed with John, low and behold, sorted.
2 blee==ng months worth of hassle.
Maybe your problem is along these lines or similar.?
I wish you the best of luck getting it sorted.
John (Not Johnny) 
Seller_h1X3RcODdOcz3
Hi OTLIB:
Have you changed your Seller Information at Seller Central recently?
Think again and carefully, anything such as address, bank account, bank card? Business name on Amazon, business name registered as a company.
Changing information at Seller central normally leads to verification of Seller account.
Hopefully you will be fine eventually.
Seller_v6lZpD66qvvmY
good luck all i can see we got suspended took 3 weeks to sort out as well being put on reserve 6 times in last 3 months and not a single person can explain why its happening gets removed 3 days later bam its on again we are on abit of a roll at the moment just managed 5 full days of being able to withdraw funds!
Talking to seller support its next to useless with just copy and paste replys!
Seller performance even worse dont even get a reply from them.
Seller_pWXoFlBTTi79U
Just spoke to a very supportive lady in Ireland.
she said that “periodically the verification team will randomly review previously compliant seller accounts. This selection is completely random, and is just part of standard processes to ensure quality of the verification review process”.
Just got to suck it up and get on with providing the documents, at least the account is running as normal bar this??
Seller_0pkMTMROIPEmY
We went through this a little while ago, just make sure however the name and/or address appears on the passport, driving licence and utility bill is EXACTLY the same, for example the passport we entered had the name all in capitals this was rejected as the name on the account was capitalised as would be expected, once changed it was fine. It just delays the process as each time you get a rejected document it takes another couple of days for the next step. Below are some examples if they are applicable to your business it’s best to have the documents ready and scanned is legible PDF or equivalent format. Here’s some of what Amazon require dependant on how you are registered as a business or individual etc.
They will want (If your a business) and in no particular order of requirement, Beneficial owner information Photo ID Passport, Proof of Address for the business and beneficial owner Driving Licence, Utility Bill, Credit Card Statement, VAT Information VAT Certificate, Company Reg Document Cerificate of incorporation, Company Articles of assocation CS02.
In order to complete the verification process, please reply to this email and confirm all relevant ultimate beneficial owners of the business. A beneficial owner is any natural person who meets any of the criteria listed below:
– Ultimately owns or controls your business or on whose behalf any transaction or activity is conducted.
– Directly or indirectly owns 20% or more of the shares or voting rights in your business.
– Otherwise exercises control over the management of your business.
For beneficial owner:
– A copy of a proof of address document showing the individual’s name and residential address. We can accept a council tax bill, if valid for the current year, or any of the documents below, if dated within the last 90 days:
- Utility bill (gas, water, electricity, TV, Internet, mobile phone, or landline)
- Bank statement
- Credit union or building society statement
- Credit card statement or bill
- Mortgage statement
- Rent receipt from a local council or letting agent
- Benefits agency letter (for example from the Department for Works & Pensions, Job Centre Plus, or Veterans Agency) confirming your rights to benefits.
For the business:
– -- A copy of the company’s most recent share allotment document. This usually takes the form of a Statement of Capital, an Annual Return, or a Confirmation Statement. It may show the number of shares held by each beneficial owner and the number of shares issued for the company. You can download this document from the UK Companies House website (https://beta.companieshouse.gov.uk/).
If you have anyone acessing the account that is not the primary contact person or beneficial owner they will also need to provide;
- Their full name.
- The locations they access it from.
- Their position in or relationship to your business.
- A Letter of Authorisation;
Please upload a new letter of authorisation to the “Settings” section of Seller Central (https://sellercentral-europe.amazon.com/gp/on-board/configuration/index.html).
An example of a letter of authorisation is available from Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/201200780).
It is important that the document is easy to read, and meets all the following criteria:
- Printed on company letterhead or stamped with a company stamp 2. Signed by a legal representative of the registered business (for example, CEO) 3. Dated within the last 90 days 4. Confirms the primary contact person is authorised to open, manage, and initiate transactions on the Amazon Payments account on behalf of the registered business, without a set time limit.
