We do not have enough information to reinstate your account, Tracking numbers
Hey, We are a new seller and i have recently been through what i believe is a review due to fast increasing sales.
We passed this review within 1-2 days however on the 1st i received the below email/Performance notification.
We do not have enough information to reinstate your account. We are not able to confirm delivery of your recent seller-fulfilled orders. Please provide us evidence of delivery or verify that currently uploaded tracking information is correct. Tracking information may be provided in the Manage Orders section of your seller account. This may include buyer confirmation of receipt or proof-of-delivery documentation.
If you are an Amazon Easy Ship seller, please confirm that you use this service for your seller-fulfilled orders as part of your submission.
How do I send the required information?
If you believe there has been an error or you would like the review process expedited, submit an explanation to
What happens if I do not send the requested information?
If we do not receive the requested information within 90 days of the original notification, your account will remain deactivated. Do not attempt to create a new seller account. Creating a new account will delay the reactivation process and may lead to permanent closure of your account.
We upload tracking to every single order, we use DPD Parcelforce or Royal Mail Tracked 24 for every item we currently ship, Our tracking rate shows 100% as does delivery.
I replied on the 1st to the email provided, and today the 2nd i got the exact same performance notification/Email.
How can i resolve this? does anyone have any previous experience of this issue?
I tried opening a case to which i just got told to email the team.
I have replied today clearly stating that we upload tracking to every order via Manage orders
and i also attached a copy of my Tracking rate in the seller performance page.
The mention if i think it could be an error, i am starting to think this is possible.
Hopefully someone can shed some light on this.
We are also not deactivated, we just cant get paid currently, selling is not an issue.
Thankyou in advance.
17 replies
Seller_7VbclcPFFRTnc
Others have said they have uploaded a spreadsheet with the order number, tracking numbers and date of delivery as on the courier website
you could also send links to the courier websites showing the deliveries
Seller_9e3xhexh8tYSZ
Thanks for the reply, I have done this for 50 shipments and will await amazons reply.
i expect they may ask for more than 50 examples but this is a starting point at least.
Thanks for the help.
Seller_la04WA11FdDnu
Hello @TOOLYARD_Outlet
This is Art from Amazon to assist you.
I’ve reviewed your post and understood that you need assistance with account reactivation.
As per the performance notification shared, the team is requesting you to submit your proof of delivery of your orders.
If you believe that your account has been deactivated in error, then please submit a clear explanation of your shipping procedure such as the carrier you use and also include the tracking ID’s along with the Order ID’s of your orders.
While providing the tracking ID’s please make sure that you cross check them before mentioning in the appeal.
Ensure that you closely follow the directions in the email sent to you as this will minimize the time it takes to review your submission.
Please refer to Selling account reviews for seller-fulfilled orders for detailed information on the reason for deactivation and next steps.
If you have any further questions, please don’t hesitate to contact us on seller forums.
The forums community and I, are here to assist with your concerns.
Regards,
Art.
Seller_9e3xhexh8tYSZ
I have just had the exact same performance notification again.
Will amazon accept an Excel spreadsheet or do i need to just copy the contents into an email?
This is all very confusing now, we have 14k currently being held just sat in reserve, I am unsure if we should stop selling as this figure is increasing daily by 1k+ or if amazon is going to see this as cause for concern. Seller support seems like they cant help. The system seems a bit crazy and im unsure if my account has a fault or if its just amazon want me to manually send them a sheet for 500+ orders showing every single one has arrived. (this is a massive amount of work and i don’t really have time to do that if they are then just going to send the exact same notification tomorrow)
as mentioned before our valid tracking rate is 100% and our on time delivery is 99% only not 100% because of a delay within DPD.
I spent yesterday searching the web for similar issues but no one has the same thing, anyone who has anything similar has had the notification because they are using Royal Mail non tracked postage.
We use premium services for every order.
Seller_9e3xhexh8tYSZ
Update:
I sent a further reply yesterday to amazon with order shipped from last week. i worded it as below:
I have recently had a performance notification regarding Tracking and POD on my account.
To Confirm we upload tracking for every order shipped, please see below details of orders shipped with tracking and evidence of delivery.
The order _____________ was shipped on Monday, 27 Feb 2023 ,with tracking number _______by carrier DPD, The shipment can be tracked on this link [LINK HERE)According to the order’s tracking information the package was delivered to the correct address on 28-02-2023
I did this for 50 orders as i didnt want to send a huge email with 600+ examples.
Today i got the exact same performance notification.
This has basically left me with 2 options.
Do the same for every single order, something i will start doing tomorrow.
Or option 2 contact the managing director email at amazon.
I have gone with option 2 as well as i feel there is a clear fault here, we send every single item fully tracked and upload the information to each order, our VTR shows 100% and on time delivery is 98.9% due to 3 delays in transport out of 600+ orders i feel this is no real issue and expected.
Im sort of at a loose end with what i need to do now.
We can still sell, list and have a fully active account, we just cant get paid. The balance is growing daily and im now at a point where its starting to worry me.
Thanks
Seller_la04WA11FdDnu
Hello @TOOLYARD_Outlet
This is Art from Amazon.
I understand that you have submitted the required information requested by Amazon. However, you are receiving the same performance notification stating that the submitted information is not enough.
Can you please confirm if you have only used DPD as your carrier or did you also use any other carrier for shipping? If yes then did you include the other carrier details and tracking ID’s in your appeal?
As per the performance notification received, did you also submit the above requested information in your appeal?
Please provide the requested information for all of your recently shipped orders explaining which carrier you have used, cross check whether the orders were delivered to correct address and also provide buyer confirmation of receipt or proof-of-delivery documentation.
Evidence of delivery of recently shipped seller-fulfilled orders. This may include buyer confirmation of receipt or proof of delivery documentation. If you have not already done so, you may request feedback from your buyers. When contacting a buyer, keep in mind that it is prohibited to pressure a buyer or offer incentives for feedback. For more information, refer to Customer product reviews policies.
You can also reach out to the Account health support team for further communication on document discussion or appeal discussion.
If you have further questions, please keep us posted, the forums community and I, are here to assist you with your concerns.
Regards,
Art.
Seller_la04WA11FdDnu
Hello @TOOLYARD_Outlet
This is Art from Amazon to assist you.
I understand that you have submitted multiple appeals and were unsuccessful. Kindly ensure that the information that you are submitting display correct information.
Few points are discussed below:
Proof of fulfillment indicators could be:
- Valid tracking that shows delivery to correct address.
- Buyer confirms receipt in messages.
- Positive feedback, confirming receipt.
- No complaints post max EDD.
- No where is my stuff or not received complaints.
Prevent from:
- Confirming orders before actually shipping them
- Using bad tracking or garbled tracking and then updating later
If you have the pictures shared by your carrier partner which displays that the orders are successfully delivered to the buyer, then yes you can submit them as a proof of delivery in your appeal.
You can also reach out to the Account health support team for further communication on document discussion or appeal discussion.
Kindly keep us posted if you have further queries, we would be more than happy to help you.
Regards,
Art.
Seller_9e3xhexh8tYSZ
Update for anyone who has this problem.
Funds have today been released to us.
I sent an email Friday explaining i feel a mistake has been made.
I also contacted every customer we had sold to asking for confirmation the goods are with them and they are happy.
Im not sure what sorted the issue.
But i got an email from verification stating the funds are released and pretty much just explaining due to the volume of sales they were just being cautious with the account.
Anyways great news and im over the moon!
Thanks for the help.
