Account Suspended, Please Help!
My account was deactivated by Amazon Seller Performance Team as they requested some identity documents. I was asked for a utility bill, a business licence (if applicable) and to confirm my credit card on file was up to date. I provided both a valid credit card statement, a mobile phone bill and updated and confirmed with amazon seller support my credit card on file was valid and up to date. As a UK trader there are no business licences I need to operate as a sole trader so nothing to do there.
However, after providing these Amazon Seller Performance team ceased communication and my account has been left deactivated, funds withheld and have been unable to get an answer from anywhere in amazon after 4/5 months of attempts.
I’m tired and mentally drained from the process of trying to rectify this and being financially penalised. It has gone on to affect my mental health and I’d like to know if there is anybody that can help. Does amazon have an external governing body? is there a way to contact the seller performance team? why am I constantly going in circles with seller support staff?
0 replies
Seller_Jr2zLzqQNIloA
So sorry to hear this is happening. I am no expert but will try and share a few thoughts:
Are you a sole trader? If so they may need a copy of your UTR (tax reference number) from HMRC.
I am not sure if Amazon has an external governing body but they are required to comply with the Online Platform Regulations. A full copy can be found here https://eur-lex.europa.eu/legal-content/EN/TXT/PDF/ The Articles at the end of the regulation are useful.
Amazon also offer a mediation service but I think it only applies to cases within 6 months so you may wish to look into it promptly. https://sellercentral.amazon.co.uk/help/hub/reference/GG7CAYUTVZKATDUY
Seller_7VbclcPFFRTnc
Are you registered with HMRC ?
At any point were you asked to upload your UTR number ?
Without this, they will have you down as just a private seller and as you have already been selling, did they mention change of legal entity at all ?
Did the name and address on your utility bill match the details you registered on amazon exactly ?
Seller_k6eoEUabo3Exy
Hello @Caresave,
This is Noor from Amazon to help you with your concerns. Thank you for providing insight into your current account status. My goal is to give you further guidance on the next steps.
It looks like you have verification issues on your selling account. Kindly note the documents requested by the performance team are in compliance with the requirements mentioned below:
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Please confirm you have a valid credit card.
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Please provide the following documents:
- A bill that is dated within the last 90 days for piped or natural gas, electricity, piped water, or internet service with name and address clearly visible.
- Make sure the above files are in .pdf, .png, or .gif format.
If any of the bills are available in your family member’s name, kindly provide a relationship proof like a govt. issued ID with address.
If the details are covered under a rental agreement, you can include a copy of it and explain it, but the team may not accept it without a utility bill.
If in case you’ve shifted to another place then you need to mention those details in the appeal and you will need to change the business address on the account and then provide the updated documents.
These documents must be authentic and unaltered, and the name and address on the document must match the name and address you provided during registration.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Thanks & Regards,
Noor.
