Suspended for changing credit card on file
Hi there, my account has been suspended as soon as changing my credit card on file. I am a new seller and it has only been few months since I signed up. I even took live interviews during the verification process.
Now Amazon asked me to retake the verification, I have not received any email regarding what documents exactly I am required to upload as a part of an appeal. I have gone ahead and uploaded all documents that I used for registration. My appeal was rejected and I don’t know what to do.
Any help would be appreciated at this point.
Best!
47 replies
Seller_7VbclcPFFRTnc
Did you sign up as a private individual or a business ?
Does the card have the details to match ?
Seller_fRCoGQ6m6O7P6
I have two addresses on Amazon:
1. Registered business address for the UK limited company.
The Amazon records for this address is as follows (Account Inf>Identity Information) :
Country: United Kingdom
Postal Code: LL1 LL1
State/Country/Region/Province: (this part is blank)
City/Town: LONDON
Street Address: XXX YYY
Address Line 2: (this part is blank)
The current public online Company House records shows the address as follows:
Xxx, Yyy, London, United Kingdom, LL1 LL1
As you can see,
a. the CH records have a comma in the middle of the address line which Amazon records do not have.
b. Besides, CH records are Sentence Case whereas Amazon records are CAPITAL LETTERS
I am not sure if these differences would be a problem because this is the new address of this company (the registered business address was changed after I registered with amazon.co.uk) and I was successful in updating the address on Amazon in mid-May to this new address and it was verified in few hours afterwards .
Besides, the following documents I sent as a part of the appeal exactly matches the address on Amazon records:
a. XXX LIMITED_ADDRESS CHANGE
b. XXX LIMITED_BANK STATEMENT
Surely enough, the following documents belong to the period before the company was moved to the new address, so they display the previous registered business address . I am not sure sending these with the CH address change document made sense to Amazon or completely confused them:
a. XXX LIMITED_INCORPORATION DOCUMENT
b. XXX LIMITED_SHARE LEDGER MEMBER CERTIFICATES AND DIRECTORS INFORMATION
To be on the safe side, I now deleted my previous registered business address from my account (this address was passively on records - for example when I try to update the ship from address or return address, I used to see this previous registered address, now it is deleted). I am not sure if this have led the rejection of my appeal.
2. My Turkish Residential Address
I live in Turkey. My residential address was verified by Amazon when I registered. The document I uploaded was a qr-code government generated verifiable residential address document (Amazon particularly asks for this). I generated the same document again from the government website (the one that I used for the registration was already expired at this point). This document exactly matches my personal address on Amazon ( Account Inf>Identity Information ). The only difference is that the Turkish letters used in the government issued document were replaced by English letters (like ş is replaced by s). I would not have been verified in the first place if this had not been the case.
Besides, I uploaded the XXX_BANK ACCOUNT STATEMENT from Wise which also displays my residential address as in the government generated document without Turkish characters. This personal Wise account is not registered with Amazon as the deposit method (instead I registered Wise business bank account). Perhaps, this led the rejection of the appeal. My only intension in uploading this to double verify my residential address.
I am not sure if Amazon forum admins look into this post. But it would be really great to have some help from them at this point.
thanks for the responses.
Seller_LGcFRUwJdg45L
Hello @POMEGRANATE_TRADING,
Please confirm that there is a valid credit card on file, and provide one of the following documents in .pdf, .png, .jpeg, or .gif format. These documents must be authentic and unaltered.
- A business license, if applicable.
- 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 visible.
The name and address on the document must match your name and address in Seller Central. Please certify that you have provided the document(s) in one of the supported languages. Supported languages include: Arabic, simplified Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, and Turkish.
Good Luck,
Dhoni
Seller_NoMNQDGnEW5Bx
Have you tried simply uploading what Dhoni said?
Seller_bdSdLjti4IugQ
We had this problem before. We called up the helpline and the lady done it all over the phone for us. It was something alone the lines of put all countries on holiday mode then update the payment method for each country then turn them back of again… Of course she done bits on the phone as well.
Seller_fRCoGQ6m6O7P6
Dear all, I finished writing my appeal. Let me know if you have suggestions. After that I will submit the appeal. Thank you.
Dear Amazon,
After carefully reading performance notifications, I understand that my account is deactivated, and Amazon needs additional documentation to verify my payment method and my identity. It is further noted that Amazon needs to verify my identity, business information or both.
I am a new seller with zero sales in this marketplace. This deactivation happened right after I changed my credit card information and upgraded to Professional Selling Plan. The first deactivation notification makes it clear that the deactivation happened for security.
I understand that Amazon takes the security of its sellers very seriously. Besides, Amazon has great sources of information when it comes to reactivating seller accounts in these cases. In particular, I was able to create a topic at Amazon Seller Forum and the valued members shared their thoughts and suggestions about how to appeal. In particular, an Amazon Seller Forum Admin told me to upload an invoice to verify my identity.
In line with the thoughts and suggestions I collected from the Forum, I decided to upload the following documents.
I sincerely hope that these documents suffice to verify that it was me who changed the credit card information. In any case, I am more than happy to provide further documents if needed or participate to a live interview that I once participated as a part of the initial verification upon registration.
Thank you.
ELECTRICITY INVOICE_ This is a Turkish electricity invoice under my name and address that are registered with my Amazon seller account.
BANK LETTER_ This letter verifies that the credit card I used in my seller account was issued by the bank for me.
XXX_1111 CREDIT CARD STATEMENT – This is the statement for my credit card registered with Amazon.
PASSPORT_ This is my passport I used for registration.
NATIONAL IDENTITY CARD_ This is the additional documentation for verifying my identity.
PHOTO_ This is my live photo holding my passport, my credit card and a written statement confirming that the credit card change was done by me.
XXX_CERTIFICATE OF INCORPORATION DOCUMENT - This is the incorporation document of my company.
XXX_BANK ACCOUNT STATEMENT - This document shows my company’s bank account with Wise along with its current address. Currently, this bank account is registered with Amazon as the deposit method.
XXX_BANK ACCOUNT STATEMENT - This document shows my company’s bank account with Payoneer along with its current address.
XXX_ARTICLES OF ASSOCIATION
XXX_PSC DOCUMENT – This document shows me as the person with significant control over the company.
XXX_SHARE LEDGER MEMBER CERTIFICATES AND DIRECTORS INFORMATION – This document certifies me as the sole shareholder, person with significant control and the director. It also shows my residential address and my shareholder certificate.
Seller_NoMNQDGnEW5Bx
I do wonder if the issue is Wise. If you were already with them it was OK to stay with them but I wonder if a new seller isn’t accepted because they’re not approved yet.
Seller_QkhcNyZOyivUF
Hi @POMEGRANATE_TRADING
I am also going through the same issue as you. Changed my credit card and was deactivated without any information on what Amazon required. My first 2 appeals were rejected. I therefore enlisted the help of the Appeal Guru and I haven’t heard back from my 3rd appeal. I am presuming that is good news and I am passed the bots. I sent the following
-Passport
-Personal Bank Statement (Company owner)
-Utility Bill for the Director Home Address
Business Documents
-Business Certificate of Incorporation
-Business Bank Account Statement (within last 90 days)
-Certificate of Good Standing
Now I am just waiting patiently and hoping it gets reviewed soon. I would advise to seek professional help. I can’t vouch for the Appeal Guru yet as my case is still open but it appears we have got passed the bots.
Hope this helps.
