Video Call Internal Error

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Seller_TA465KI6h1rYE

Video Call Internal Error

Hello. I have been dealing with this issue since January 18, 2024. I would love to receive some guidance on what I can do because as it stands I can't find a solution.

On Jan. 18, 2024, I received an email from inbound-appeals@amazon.com stating that I needed to complete a review for an ASIN I sell. A link was provided to upload documents and do a video call for verification. I proceeded to upload all needed documents and clicked on the link for "join video call". After clicking the link I was given an "internal error" (Screenshot(s) attached) on the next page. I reloaded and retried several times from the link throughout the day and rest of the week. I also replied to the email showing them the error I was receiving. They responded eventually by sending me another link that resulted in the same outcome.

I currently have an open case where I have provided multiple screenshots of the issue. Unfortunately the last response I received from support was that my case was being looked at by an internal team and an update would be provided ASAP. I haven't received a response since then and the case has moved to "answered" twice.

CASE ID: 14677468221

I've been receiving emails still with links to upload documents and do a video call but it always ends with an "internal error"

During all this I am unable to send items to FBA or disburse funds.

I don't know where to go from here so any insight would be greatly appreciated.

Thank you.

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Tags:Account Health
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Atlas_Amazon

Hello @Seller_TA465KI6h1rYE

Thank you for the information provided. We understand how frustrating this can be. I have gone ahead and transferred your information to another team for additional review.

As of now, we do not have any update on your situation. Please continue to monitor your performance notifications and case log for more information. Refer to this thread if you do have any updates to share.

Best,

Atlas

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