On November 11th we were sent an email in Spanish notifying us that we needed to complete Identity Verification. We speak English & all our settings are in English. When we noticed the inability to send in inventory or remove inventory and payment submission to us was rejected, we started contacting Amazon. It took 3 different reps to figure out that the letter sent to us in Spanish contained very important information regarding our account being suspended from sending inventory and being paid. We were informed we needed to follow a link and upload proof of identity, proof of business registration, bank statements and supply chain documents. We were also required to attend a virtual identity verification and to select a time to schedule it.
The only times available to schedule this call were between 1:30am and 3:45am.
We scheduled the video call and the representative said they received all the documents needed except they wanted an invoice for a 3rd party company we hired to assist in managing the account. She said we would get an email with instructions to send that document in & that is all that was needed. The next day we emailed them asking for a link to upload the document and attached a copy of the invoice as access to uploading documents to Amazons site no longer worked with our link.
Two days later, we receive another email asking us to submit the same documents & if you have questions about the content of this message, contact us at: inbound-appeals @amazon.com. I tried contact support to see if there was an issue with the previous paperwork submitted and the two agents I spoke with could not give me any information & informed me to email in any questions. As the email stated it was time sensitive that they receive the information, I emailed in all the documentation and asked a question to verify if the items were provided contained the information they were requesting.
Two more days pass and we are sent an email for a survey for completing the identity verification but the account is still frozen. We send an email to inbound-appeals team asking if everything has been cleared. We waited a few days in case it took 24-48 hours for all restrictions to be lifted.
Another two days pass and we get a third notice to send in all the information again. We requested a call from a representative under the account health page. The representative tells us they received all the information but they need to see the website where the products are purchased. Ok fine, we will email you the link to the website where the product is purchased wholesale, screenshots of the order and copies of the emails showing the order was placed. The representative assured us this is all that was needed & the account would be reinstated.
Last night another email is sent to us, which is another 2 days after the last notification and items were emailed to amazon. They email is requesting the same information that has been requested & submitted 4 previous time (government issued ID, business registration, supply chain, documents, ect)
We call in to speak with someone to understand if the previous 4 times this was submitted had an issue and were informed that the item Amazon is now requesting is proof that the invoice for the product was paid for. We were told there is no one in this department that we can speak with, they do not have access to a phone. The representative is not able to view the documents we emailed in as she does not have access to it. Her supervisor does not have access to it nor can they view anything more than her. She cannot transfer us to a supervisor but she can request one to call us back in 24 hours.
I have not had any of the 4 emails I sent with a question about what was being requested answered. No one we speak with is helpful. We have holiday product that is now too late to ship in for FBA and Amazon is holding $45,000 while they delay completing this process.
How do we finish the identity verification process?
