Account deactivated due to linked account caused by brand management company

Hi,

Any help or advice on how I can get my UK account back would be appreciated. I have been suspended since October.

Below is the email Amazon originally sent to me as well as my latest response. Each reply has been the same generic response, despite asking for clarification and questions. It feels like I’m talking to a robot. A ray of light appeared a few weeks ago when a helpful agent escalated my case. They told me that it was in review but when I asked for an update today I was told to resubmit my appeal.

What other options are there? I hate to give up but it feels like I’m just going round in circles. My case isn’t complicated what is going on?

Thanks in advance.

------- Amazon latest suspension email ------
Dear ****,

This is Ali from Amazon’s Account Health Support team.

I am responding to your question regarding your account. I would like to assist you with your questions and help you to reactivate your account. You will need to submit the information requested on 26 October 2022 of the enforcement notification.

Why is this happening?

We found that your current selling account is related to a different selling account named **** and created in 05/2021 that violated our Multiple Account policy (https://sellercentral-europe.amazon.com/gp/help/1801?referral=A3FUZSWZBYOJ36_AJOPWNU5O34JW&referral=A3FUZSWZBYOJ36_A2Q9IZ8KUJA4H0&referral=A3FUZSWZBYOJ36_ASD3FIV0PNN33) and was therefore deactivated. As a result, you may no longer use the current selling account to sell on Amazon.co.uk.

How do I reactivate my account?

In order to reactivate this selling account, please follow the steps below:

1. You must first reactivate the related account by submitting an appeal. Please follow the instructions in the communication received for that account.

2. Once you have successfully reactivated that account, please submit an appeal to reactivate the current Selling account, by using this link: https://sellercentral-europe.amazon.com/performance/notifications. When submitting the appeal, you will need to provide us with the name of the account that was reactivated and the date of reactivation.

What if I don’t own the separate account(s)?
If you believe you do not own the separate account(s), please follow the below steps:

1. If you once owned the account or had account rights but no longer own it or no longer have account rights, please submit an appeal (https://sellercentral-europe.amazon.com/performance/notifications). Provide supporting documentation to show that you no longer own it or no longer have any relationship to this account. Supporting documentation may include sales deed, purchase agreement, business transfer agreement, contract termination, etc.

2. If you are unable to identify the above account and believe this suspension was made in error, please file an appeal here https://sellercentral.amazon.com/performance/notifications and confirm that this account does not belong to you. If we are unable to verify your ownership of this account, your account will not be reinstated and will not be permitted to conduct business on Amazon in the future.

How do I send the required information?

To reactivate your account, please visit the Account Health dashboard (https://sellercentral-europe.amazon.com/performance/dashboard) and click on the Reactivate My Account button to submit the necessary information.

We’re here to help
The Account Health Support team is available 7 days a week 24 hours a day to address your concerns in detail. To request a call from the Account Health Support team, use this link: {Moderator Edit: link removed}. Support in Mandarin is also available between 7:00 to 19:00 China Standard Time using the above link.

To learn more about Amazon’s multiple selling accounts policy and when Amazon takes action, click on the link to watch this 4 minute video, “Understanding Multiple Account Policy”: (https://sellercentral.amazon.com/learn/courses?ref_=su_course_accordion&moduleId=1e699b06-7a02-49f7-a155-4642280a63d0&courseId=b1a08bc8-bca0-47a1-8ce0-8e5615ab2f98&modLanguage=English&videoPlayer=airy).
You may also watch the video “Addressing Multiple Account Policy Violations”, for steps to address policy violations and the best practices to remain compliant. Use this link to watch this 5 minute video: https://sellercentral.amazon.com/learn/courses?ref_=su_course_accordion&moduleId=56cdec0f-e196-49bd-aa26-e02440f70885&courseId=c6afdbc8-e079-41d6-86ce-49cc05c056c6&modLanguage=English&videoPlayer=airy

You can view your account performance at (https://sellercentral-europe.amazon.com/performance/dashboard) or select Account Health on the home screen of the Amazon seller app on your iOS or Android device. Your Account Health shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
– Download iOS App at (https://itunes.apple.com/gb/app/amazon-seller/id794141485)
– Download Android App at (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB&gl=GB)

Thank you for selling with Amazon.

Ali A.
Amazon.co.uk Seller Support

------- My latest appeal letter ---------

Dear Amazon UK Account Team,

I acknowledge that my seller account was deactivated on 26th October 2022 due to a policy violation. My account was linked to another store called ‘****’.

At the time of the violation, our Amazon store was managed by a company called ****. They were responsible for various aspects of my operations, including logistics, marketing, product development and my sales channels. ***** also offer this service to other companies.

As soon as I received the suspension notice, I immediately contacted **** to investigate the situation as I do not own another account.

Upon inquiry, **** informed me that ‘*****’ was a store they managed, and the link between our accounts may have been established by using the same IP address to log in to the accounts they manage.

To address the root cause and I have taken the following steps:

1. I immediately revoked **** third-party user access on 1st November 2022 to my seller account.

2. As of 1st March 2023 our entire management agreement with **** was terminated.

To prevent this from happening again I will be the only person to have access to my Amazon account. I will not employ the services of a third-party company.

In my efforts to reinstate my account, I have been communicating with Account Health. They advised me to request ***** to close down ‘****’ to sever the link between the stores. However, **** informed me that they have lost access to the account and are unable to fulfil this request or communicate with Account Health.

To provide evidence that I am not the owner of ‘****’ but rather it is managed by my former management company, I have included the following documents for reference:

1. The distribution and management agreement with ****, outlines their role in overseeing the operations of my Amazon store. For specific details regarding their responsibilities, please refer to ‘Schedule 2, part A’. I have attached a PDF of the whole agreement and then scanned images of the signed pages.

2. A letter from ****, Director of , confirming their management of my account during the time of the violation. The letter explicitly states that **** will no longer manage our Amazon store and emphasizes that '’ is a distinct brand that was under their management, completely separate from the store and me.

3. Attached is a letter from ****, the Financial Officer, affirming that my store is not associated with ****and confirming that they no longer have access to our Amazon seller account.

4. The end-of-service termination letter my store sent to ****.

I fully comprehend the importance of adhering to Amazon’s policies and I have taken prompt action to address the root causes of the violations. Moving forward, I will personally manage my Amazon seller account to ensure strict compliance and prevent any recurrence of such violations.

Thank you for taking the time and consideration to review my appeal. I look forward to working with you to resolve this matter.

Best regards,
-------END OF LETTER-------

Any feedback or help is welcome.

Thanks,