We first listed a product ASIN: B09653D13M onto Amazon.co.uk, it was then automatically listed onto our Germany account because of the Build International Listings/PAN EU Marketplace tool, which we didn’t know was active and were not properly educated on how to use this. We didn’t notice that the item had automatically listed on the Germany account, as we don’t use that account.

This product was restricted in Germany so they closed down our account (it was a candle). We never sold this product or have ever sold any product in Germany (or intent to).

Amazon is now changing our photos, not letting us add new brands, not letting us make changes to our listings in the UK until this issue is resolved on our Germany account and we get it re-activated. However we have submitted various plans of action and requested help many times upon receiving the same generic response.

We have began working with the Strategic Account Services in Essentials since 1st April 2024 and they can no longer make changes or help us with building our business until the German account gets reactivated.

We have hired consultants to see if they can fix the issue.

We have undergone training to make sure we are always abiding by amazons policies.

Our business is being dramatically effected and listings getting destroyed. They seem to have no reasoning or ability to look past a genuine human error.

We are requesting to please have my DE store activated, for us to work on my home marketplace UK.

Regards

Ben Vince

Hello,

Please help us with our account, in Account Info > Identity Information we see the message "Your account has failed our verification process. Please see your email for additional information." But we don't know why our verification failed. When we called, they told us that they could not tell us more about it and transferred our case. To date, we have not received a response.

All our sales are suspended at the reserved account level. Please help us sell again.

We would like to update our information, but it is not possible to edit it.

Please help here are the case ID 10441255872

@Seller_aEROSwwdnzGiU

Regarding the A-Z claim for order number 406-1824531-2679514

This is ridiculous! Such an obvious fraud, can Amazon really not see it! ! ! !

The cause of the incident was that the delivery time on Christmas was 2 days slower than estimated, so we refunded the customer 25% as compensation,

But the customer said that they wanted a 100% refund, so we asked them to return the goods to China, and we refunded all their parcel postage after receiving the goods.

Then the customer disappeared for 7 days without replying to us.

Yesterday, they suddenly replied to us saying that they needed more compensation, but they didn’t want to return or exchange the goods, but we refused. Because our authority is only to refund 25%

So the customer was angry and said that he did not receive the goods and the quantity of the goods received was wrong, and made an A-Z claim,

Then Amazon actually agreed, and deducting money was fine, but the outrageous thing is! ! ! ! It was also included in our order defect rate, which is obviously a fraud, and we are really disappointed that Amazon agreed!

We asked for reiteration! ! ! ! !

All the evidence is in the communication records between us and the customer!

If the goods were not received or the quantity of the goods received was incorrect, why would the customer tell us what was in the communication records? Just think about it and you will understand! The customer just wants to defraud!