Identity Verification - Lack of Amazon seller support frustrated
Hi, I really need some advice and have a bit of a rant 
after 3 frustrating days of suffering at the hands of amazon seller support and the verification team. My account has been suspended for 3 days so far due to the amazon wanting further HMRC documents. To date I have been:
- misinformed of the reason for my listing being suspended ( was told to delete and relist at one point)
- received contradictory advice from advisors (sometimes in the same chat thread)
- My questions consistently ignored or disregarded ( e.g why has my document been rejected?)
- Received 20+ of the same pointless generic email responses that do not reflect my issue or the escalated stage of this process
- Had numerous requests to upload documents, then when I upload the document the submit for verification button doesn’t function.( I was once told: it was because the system was syncing and please wait another day, I’ve now been told to clear cache, use firefox and try again…still no joy.
- I have emails from them telling me to ignore the previous email
- I had been told to not raise another case as it will delay the process, however within 20mins I receive another email telling me to upload further documents, which I am unable to as it won’t let me submit, so I have to raise a case.
- I have asked several times for a call back from the verification team to help me understand what I’m doing incorrectly…not had one callback.
- I have asked for escalation due to all above…no joy.
PLEASE HELP: Any advice on how I escalated this or speak to someone?
Identity Verification - Lack of Amazon seller support frustrated
Hi, I really need some advice and have a bit of a rant after 3 frustrating days of suffering at the hands of amazon seller support and the verification team. My account has been suspended for 3 days so far due to the amazon wanting further HMRC documents. To date I have been:
- misinformed of the reason for my listing being suspended ( was told to delete and relist at one point)
- received contradictory advice from advisors (sometimes in the same chat thread)
- My questions consistently ignored or disregarded ( e.g why has my document been rejected?)
- Received 20+ of the same pointless generic email responses that do not reflect my issue or the escalated stage of this process
- Had numerous requests to upload documents, then when I upload the document the submit for verification button doesn’t function.( I was once told: it was because the system was syncing and please wait another day, I’ve now been told to clear cache, use firefox and try again…still no joy.
- I have emails from them telling me to ignore the previous email
- I had been told to not raise another case as it will delay the process, however within 20mins I receive another email telling me to upload further documents, which I am unable to as it won’t let me submit, so I have to raise a case.
- I have asked several times for a call back from the verification team to help me understand what I’m doing incorrectly…not had one callback.
- I have asked for escalation due to all above…no joy.
PLEASE HELP: Any advice on how I escalated this or speak to someone?
32 replies
Seller_7VbclcPFFRTnc
Well it depends on what exactly they asked for but usually for sole trader verification, a UTR confirmation letter from HMRC is the accepted document (even though they list others ) and you need to phone hmrc to get an up to date one issued
Can you post the actual notification
Seller_t47yhKzyu5RYX
Just received this email following my response that the submit verification button doesn’t work!
I cannot trust the information and advice given by seller support, so I have little confidence that this is correct.
If you want a snapshot and something to read, I’ve attached the flurry of emails that I’ve received this morning which highlights the challenge I face.
{Moderator Edit (Winston) image with personal information removed}
Winston_Amazon
Hello all,
I have moved this thread to the Account Health Category as the issues discussed relates more to that topic, please feel to keep posting!
Seller_uFiGbHvMgxhrR
@Flexitags if you have a letter from HMRC asking you to submit your tax return for THIS tax year, then that document is also accepted. (if you haven’t gone paperless). It should have your UTR number on it. I have been with AMZ for years as have a lot of others and we have all had to go through this recently.
When I went to submit it, the only option to me was to use the ‘upload a power of attorney document section’ (the letter from yourself to yourself authorising you to conduct business on behalf of your business) - so I did this and it was rejected, so the following day I submitted a scan of my tax return request from HMRC in this section and it was accepted and I was automatically re-verified.
If you don’t have this letter from HMRC, then you will have to ring HMRC for your UTR letter, but be warned from other threads it can take a while to get through to HMRC.
Seller_uK2aGVnqbtliE
Been there (recently), gone round in circles, got the T-shirt etc First.I uploaded last year’s tax return which was immediatey deemed (just) out of date, and then this years (not filled in yet) also rejected. I found out that the returns gave an option (tucked away at the bottom) to save in pdf format. I had been uploading them in html format and I wondered if the missing logo was the problem.
The verification page mentioned uploading tax returns but neither (even in pdf format) was accepted and as I am not VAT registered and am too old to pay class 2 national insurance I was at my whit’s end. No help from seller support, and they stopped answering my cases.
I tried phoning HMRC for a verification letter and, as others experienced, I was on the line for an hour, and then I gave up because I have to pay for any calls lasting more than one hour.
EVENTUALLY I received a letter from HMRC (with my UTR on it) reminding me about this year’s tax return. This was scanned and saved as a pdf file and uploaded and it seems to have done the trick. Lucky I didn’t throw it away as I usually do with letters that don’t need attention.
I can say that this was all VERY stressful with the possibility of suspension of my account. I totally agree with the comments on the utter USELESSNESS of seller support - yet again!!
Who knows what will be needed next?
Identity Verification - Lack of Amazon seller support frustrated
Hi, I really need some advice and have a bit of a rant after 3 frustrating days of suffering at the hands of amazon seller support and the verification team. My account has been suspended for 3 days so far due to the amazon wanting further HMRC documents. To date I have been:
- misinformed of the reason for my listing being suspended ( was told to delete and relist at one point)
- received contradictory advice from advisors (sometimes in the same chat thread)
- My questions consistently ignored or disregarded ( e.g why has my document been rejected?)
- Received 20+ of the same pointless generic email responses that do not reflect my issue or the escalated stage of this process
- Had numerous requests to upload documents, then when I upload the document the submit for verification button doesn’t function.( I was once told: it was because the system was syncing and please wait another day, I’ve now been told to clear cache, use firefox and try again…still no joy.
- I have emails from them telling me to ignore the previous email
- I had been told to not raise another case as it will delay the process, however within 20mins I receive another email telling me to upload further documents, which I am unable to as it won’t let me submit, so I have to raise a case.
- I have asked several times for a call back from the verification team to help me understand what I’m doing incorrectly…not had one callback.
- I have asked for escalation due to all above…no joy.
PLEASE HELP: Any advice on how I escalated this or speak to someone?
Identity Verification - Lack of Amazon seller support frustrated
Hi, I really need some advice and have a bit of a rant after 3 frustrating days of suffering at the hands of amazon seller support and the verification team. My account has been suspended for 3 days so far due to the amazon wanting further HMRC documents. To date I have been:
- misinformed of the reason for my listing being suspended ( was told to delete and relist at one point)
- received contradictory advice from advisors (sometimes in the same chat thread)
- My questions consistently ignored or disregarded ( e.g why has my document been rejected?)
- Received 20+ of the same pointless generic email responses that do not reflect my issue or the escalated stage of this process
- Had numerous requests to upload documents, then when I upload the document the submit for verification button doesn’t function.( I was once told: it was because the system was syncing and please wait another day, I’ve now been told to clear cache, use firefox and try again…still no joy.
- I have emails from them telling me to ignore the previous email
- I had been told to not raise another case as it will delay the process, however within 20mins I receive another email telling me to upload further documents, which I am unable to as it won’t let me submit, so I have to raise a case.
- I have asked several times for a call back from the verification team to help me understand what I’m doing incorrectly…not had one callback.
- I have asked for escalation due to all above…no joy.
PLEASE HELP: Any advice on how I escalated this or speak to someone?
Identity Verification - Lack of Amazon seller support frustrated
Hi, I really need some advice and have a bit of a rant after 3 frustrating days of suffering at the hands of amazon seller support and the verification team. My account has been suspended for 3 days so far due to the amazon wanting further HMRC documents. To date I have been:
- misinformed of the reason for my listing being suspended ( was told to delete and relist at one point)
- received contradictory advice from advisors (sometimes in the same chat thread)
- My questions consistently ignored or disregarded ( e.g why has my document been rejected?)
- Received 20+ of the same pointless generic email responses that do not reflect my issue or the escalated stage of this process
- Had numerous requests to upload documents, then when I upload the document the submit for verification button doesn’t function.( I was once told: it was because the system was syncing and please wait another day, I’ve now been told to clear cache, use firefox and try again…still no joy.
- I have emails from them telling me to ignore the previous email
- I had been told to not raise another case as it will delay the process, however within 20mins I receive another email telling me to upload further documents, which I am unable to as it won’t let me submit, so I have to raise a case.
- I have asked several times for a call back from the verification team to help me understand what I’m doing incorrectly…not had one callback.
- I have asked for escalation due to all above…no joy.
PLEASE HELP: Any advice on how I escalated this or speak to someone?
32 replies
32 replies
Seller_7VbclcPFFRTnc
Well it depends on what exactly they asked for but usually for sole trader verification, a UTR confirmation letter from HMRC is the accepted document (even though they list others ) and you need to phone hmrc to get an up to date one issued
Can you post the actual notification
Seller_t47yhKzyu5RYX
Just received this email following my response that the submit verification button doesn’t work!
I cannot trust the information and advice given by seller support, so I have little confidence that this is correct.
If you want a snapshot and something to read, I’ve attached the flurry of emails that I’ve received this morning which highlights the challenge I face.
{Moderator Edit (Winston) image with personal information removed}
Winston_Amazon
Hello all,
I have moved this thread to the Account Health Category as the issues discussed relates more to that topic, please feel to keep posting!
Seller_uFiGbHvMgxhrR
@Flexitags if you have a letter from HMRC asking you to submit your tax return for THIS tax year, then that document is also accepted. (if you haven’t gone paperless). It should have your UTR number on it. I have been with AMZ for years as have a lot of others and we have all had to go through this recently.
When I went to submit it, the only option to me was to use the ‘upload a power of attorney document section’ (the letter from yourself to yourself authorising you to conduct business on behalf of your business) - so I did this and it was rejected, so the following day I submitted a scan of my tax return request from HMRC in this section and it was accepted and I was automatically re-verified.
If you don’t have this letter from HMRC, then you will have to ring HMRC for your UTR letter, but be warned from other threads it can take a while to get through to HMRC.
Seller_uK2aGVnqbtliE
Been there (recently), gone round in circles, got the T-shirt etc First.I uploaded last year’s tax return which was immediatey deemed (just) out of date, and then this years (not filled in yet) also rejected. I found out that the returns gave an option (tucked away at the bottom) to save in pdf format. I had been uploading them in html format and I wondered if the missing logo was the problem.
The verification page mentioned uploading tax returns but neither (even in pdf format) was accepted and as I am not VAT registered and am too old to pay class 2 national insurance I was at my whit’s end. No help from seller support, and they stopped answering my cases.
I tried phoning HMRC for a verification letter and, as others experienced, I was on the line for an hour, and then I gave up because I have to pay for any calls lasting more than one hour.
EVENTUALLY I received a letter from HMRC (with my UTR on it) reminding me about this year’s tax return. This was scanned and saved as a pdf file and uploaded and it seems to have done the trick. Lucky I didn’t throw it away as I usually do with letters that don’t need attention.
I can say that this was all VERY stressful with the possibility of suspension of my account. I totally agree with the comments on the utter USELESSNESS of seller support - yet again!!
Who knows what will be needed next?
Seller_7VbclcPFFRTnc
Well it depends on what exactly they asked for but usually for sole trader verification, a UTR confirmation letter from HMRC is the accepted document (even though they list others ) and you need to phone hmrc to get an up to date one issued
Can you post the actual notification
Seller_7VbclcPFFRTnc
Well it depends on what exactly they asked for but usually for sole trader verification, a UTR confirmation letter from HMRC is the accepted document (even though they list others ) and you need to phone hmrc to get an up to date one issued
Can you post the actual notification
Seller_t47yhKzyu5RYX
Just received this email following my response that the submit verification button doesn’t work!
I cannot trust the information and advice given by seller support, so I have little confidence that this is correct.
If you want a snapshot and something to read, I’ve attached the flurry of emails that I’ve received this morning which highlights the challenge I face.
{Moderator Edit (Winston) image with personal information removed}
Seller_t47yhKzyu5RYX
Just received this email following my response that the submit verification button doesn’t work!
I cannot trust the information and advice given by seller support, so I have little confidence that this is correct.
If you want a snapshot and something to read, I’ve attached the flurry of emails that I’ve received this morning which highlights the challenge I face.
{Moderator Edit (Winston) image with personal information removed}
Winston_Amazon
Hello all,
I have moved this thread to the Account Health Category as the issues discussed relates more to that topic, please feel to keep posting!
Winston_Amazon
Hello all,
I have moved this thread to the Account Health Category as the issues discussed relates more to that topic, please feel to keep posting!
Seller_uFiGbHvMgxhrR
@Flexitags if you have a letter from HMRC asking you to submit your tax return for THIS tax year, then that document is also accepted. (if you haven’t gone paperless). It should have your UTR number on it. I have been with AMZ for years as have a lot of others and we have all had to go through this recently.
When I went to submit it, the only option to me was to use the ‘upload a power of attorney document section’ (the letter from yourself to yourself authorising you to conduct business on behalf of your business) - so I did this and it was rejected, so the following day I submitted a scan of my tax return request from HMRC in this section and it was accepted and I was automatically re-verified.
If you don’t have this letter from HMRC, then you will have to ring HMRC for your UTR letter, but be warned from other threads it can take a while to get through to HMRC.
Seller_uFiGbHvMgxhrR
@Flexitags if you have a letter from HMRC asking you to submit your tax return for THIS tax year, then that document is also accepted. (if you haven’t gone paperless). It should have your UTR number on it. I have been with AMZ for years as have a lot of others and we have all had to go through this recently.
When I went to submit it, the only option to me was to use the ‘upload a power of attorney document section’ (the letter from yourself to yourself authorising you to conduct business on behalf of your business) - so I did this and it was rejected, so the following day I submitted a scan of my tax return request from HMRC in this section and it was accepted and I was automatically re-verified.
If you don’t have this letter from HMRC, then you will have to ring HMRC for your UTR letter, but be warned from other threads it can take a while to get through to HMRC.
Seller_uK2aGVnqbtliE
Been there (recently), gone round in circles, got the T-shirt etc First.I uploaded last year’s tax return which was immediatey deemed (just) out of date, and then this years (not filled in yet) also rejected. I found out that the returns gave an option (tucked away at the bottom) to save in pdf format. I had been uploading them in html format and I wondered if the missing logo was the problem.
The verification page mentioned uploading tax returns but neither (even in pdf format) was accepted and as I am not VAT registered and am too old to pay class 2 national insurance I was at my whit’s end. No help from seller support, and they stopped answering my cases.
I tried phoning HMRC for a verification letter and, as others experienced, I was on the line for an hour, and then I gave up because I have to pay for any calls lasting more than one hour.
EVENTUALLY I received a letter from HMRC (with my UTR on it) reminding me about this year’s tax return. This was scanned and saved as a pdf file and uploaded and it seems to have done the trick. Lucky I didn’t throw it away as I usually do with letters that don’t need attention.
I can say that this was all VERY stressful with the possibility of suspension of my account. I totally agree with the comments on the utter USELESSNESS of seller support - yet again!!
Who knows what will be needed next?
Seller_uK2aGVnqbtliE
Been there (recently), gone round in circles, got the T-shirt etc First.I uploaded last year’s tax return which was immediatey deemed (just) out of date, and then this years (not filled in yet) also rejected. I found out that the returns gave an option (tucked away at the bottom) to save in pdf format. I had been uploading them in html format and I wondered if the missing logo was the problem.
The verification page mentioned uploading tax returns but neither (even in pdf format) was accepted and as I am not VAT registered and am too old to pay class 2 national insurance I was at my whit’s end. No help from seller support, and they stopped answering my cases.
I tried phoning HMRC for a verification letter and, as others experienced, I was on the line for an hour, and then I gave up because I have to pay for any calls lasting more than one hour.
EVENTUALLY I received a letter from HMRC (with my UTR on it) reminding me about this year’s tax return. This was scanned and saved as a pdf file and uploaded and it seems to have done the trick. Lucky I didn’t throw it away as I usually do with letters that don’t need attention.
I can say that this was all VERY stressful with the possibility of suspension of my account. I totally agree with the comments on the utter USELESSNESS of seller support - yet again!!
Who knows what will be needed next?
