Still awaiting any feedback on KYC verification after 5 weeks - account remains suspended
After selling successfully on Amazon for 4 years with a healthy account status, our account was suspended 5 weeks ago due to KYC verification. I've been told that all the documents required have been received. I've been told that our case is being treated as a priority. I've received an acknowledgement of poor service. But still there is no feedback at all from the KYC team. (We raised a case 11664062662)
The suspension means -
- We've lost sales of c. £7k.
- We've invested c. £40k in marketing with Amazon to build our business - money now wasted if our business remains suspended
- We have £10k of stock being held which is ageing and is not being sold through as we would have reasonably expected.
- We are in the middle of a fundraising round. Investors are seeing Amazon falsely state that we are our of stock of all of our products. This is severely detrimental to the reputation of our business and our fundraising round.
We are a reputable, well established business with a straightforward ownership and structure, based in the UK. We supply leading retailers such as Sainsbury and Ocado in the UK, Tesco in Ireland, and Albert Heijn in the Netherlands without issue. It is unacceptable for Amazon to take this severe action with no cause.
Is there any assistance that can be given or can this case please be escalated? @Abella_Amazon @Seller_6oA09Nhj52unl @Julia_Amazon @Spencer_Amazon
If we continue to receive no response is received from Amazon, what are the next steps? After 8 weeks would we now take this to the Financial Services Ombudsman, and would we be entitled to receive compensation for the above?
Still awaiting any feedback on KYC verification after 5 weeks - account remains suspended
After selling successfully on Amazon for 4 years with a healthy account status, our account was suspended 5 weeks ago due to KYC verification. I've been told that all the documents required have been received. I've been told that our case is being treated as a priority. I've received an acknowledgement of poor service. But still there is no feedback at all from the KYC team. (We raised a case 11664062662)
The suspension means -
- We've lost sales of c. £7k.
- We've invested c. £40k in marketing with Amazon to build our business - money now wasted if our business remains suspended
- We have £10k of stock being held which is ageing and is not being sold through as we would have reasonably expected.
- We are in the middle of a fundraising round. Investors are seeing Amazon falsely state that we are our of stock of all of our products. This is severely detrimental to the reputation of our business and our fundraising round.
We are a reputable, well established business with a straightforward ownership and structure, based in the UK. We supply leading retailers such as Sainsbury and Ocado in the UK, Tesco in Ireland, and Albert Heijn in the Netherlands without issue. It is unacceptable for Amazon to take this severe action with no cause.
Is there any assistance that can be given or can this case please be escalated? @Abella_Amazon @Seller_6oA09Nhj52unl @Julia_Amazon @Spencer_Amazon
If we continue to receive no response is received from Amazon, what are the next steps? After 8 weeks would we now take this to the Financial Services Ombudsman, and would we be entitled to receive compensation for the above?
3 replies
Jonathan_Amazon
Hello @Good_Guys_Bakehouse,
This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
After selling successfully on Amazon for 4 years with a healthy account status, our account was suspended 5 weeks ago due to KYC verification. I've been told that all the documents required have been received. I've been told that our case is being treated as a priority. I've received an acknowledgement of poor service. But still there is no feedback at all from the KYC team.
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
I can see that you've been waiting for over five weeks for a resolution on your account, and I understand how frustrating this situation must be, especially given the significant impact on your business operations and fundraising activities. The extended wait time you're experiencing is concerning, and your concerns are completely valid.
When Amazon requests additional information for account verification, the review process can sometimes take longer than expected as multiple teams work to ensure all requirements are met. While I cannot speak to the specifics of your case or provide timelines, I want to help ensure you've taken all the right steps to move your case forward.
First, have you submitted your information through the official verification request in your Seller Central account? Sometimes information needs to be submitted through specific channels to reach the correct review team. If you submitted through a general support case rather than through the verification request itself, that could explain some of the delay.
Second, when you submitted your documents, did you receive a specific confirmation or reference number for the verification submission? This can help ensure your materials are properly linked to your account review.
Third, have you received any communication at all from Amazon in the past few weeks, even automated messages, or has there been complete silence since the initial acknowledgment? Understanding what communication you've received can help identify where the process may have stalled.
Regarding your question about the Financial Services Ombudsman, account verification processes are separate from financial services regulation, so the FOS may not be the appropriate avenue for this type of concern.
Regards,
Jonathan.
Seller_sJ50LhzbzftMS
Since September 25th they haven't been able to solve my same issue, no one knows anything, they just tell me to wait, it's all ridiculous. There has been no payment since September 25th.
Seller_eBKsUh7raTKlu
hi
Dear try to find m on g oo gle m ap get help each other,. No update since 27th November KYC Passe please anyone have update about that.
