Funds withholding policy
Hello, I experienced a very absurd type of suspension and I am receiving bot-generated rejection responses for the documents I have submitted. We have a UK Ltd company with 2 partners and our account has been open for about a year, completing over 600 orders. For the past month, there have been no products in the store and we have been on an individual subscription. On March 30th, I changed the deposit method to our Wise bank account card registered under our company, which had previously been a Turkish credit card belonging to my partner. Amazon suspended my account 30 minutes later. I am attaching the suspension email below and would be grateful if you could help me.I have submitted our separate internet bills for both of us, but the result was still a rejection. I also provided our Wise bank statement, but it was still rejected. I am really at my wits’ end.
Your Amazon seller account has been deactivated and your listings have been removed in accordance with section 3 of the Amazon Services Europe Business Solutions Agreement. Continue to ship open orders and respond to customer inquiries to avoid further impact to your account. Funds will not be transferred to you but will be held in your account while we work with you to address this issue in accordance with our “Funds withholding policy”:
https://sellercentral.amazon.co.uk/gp/help/9RA9LYBJ3QP27M6
Why did this happen?
We have taken this measure because we need additional documentation to verify your identity. For more information on our requirements, go to “Amazon Services Europe Business Solutions Agreement”:
https://sellercentral.amazon.co.uk/gp/help/201190440
We’re here to help
If you have questions about our policies or the required information, you can contact us:
https://sellercentral.amazon.co.uk/cu/contact-us
How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
– A business license if applicable
– A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service
Seller_ejwc84JNL5Uk6
Submit one of the documents they have asked for- but also note Amazon do not accept Wise as a bank
Seller_yk3kzHpjMMa4B
Hello @Rimen_Company ,
I’m Mary from Amazon, here to assist you.
From the post above, I understand that you have concerns related to “Verification Process”
There are certain policies that Amazon expects its sellers to follow while operating the platform, and Amazon Services Europe Business Solutions Agreement is one among them.
As per the notification the team is requesting you to submit supporting documents for verification process. The name and address on the document must match the information entered in Seller Central.
NOTE: The documents must be legible, authentic, and unaltered and contain the required information and the files are in .pdf, .png, or .gif format.
Team is requesting you to submit any one of the utility bills:
- Piped gas
- Natural gas
- Electricity
- Mobile phone
- Fixed-line phone
- Internet service
Or
A business license if applicable
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary.
Seller_rmyAi1DdQ0aIN
Hello @Mary_Amazon ,
I have been trying to resolve my issue with my account suspension for the past week, but I keep receiving automated responses from your system that do not provide clear guidance on what I need to do to reactivate my account.
I have provided documentation, including my natural gas bill and the credit card statement for the card currently on file for my account, yet my account remains suspended. The automated responses I am receiving are not helpful and it seems like I am just going in circles.
I am extremely frustrated with this process and I feel like I am being toyed with. My account has been active for over a year and I do not understand why it has been suspended all of a sudden. Can someone please provide me with direct assistance from a real Amazon representative? I am tired of dealing with bots.
I am attaching the latest response I received from your automated system for your reference.
Thank you.
Seller_rmyAi1DdQ0aIN
I changed the wise card and added my own credit card, despite this, I get the same answer
Seller_rmyAi1DdQ0aIN
Yes, I use the Wise bank account linked to my UK LTD company to receive payments from Amazon, and I have been receiving payments this way for a year now. When I previously added my Wise card to the charge method for the US market, there was no problem
Seller_rmyAi1DdQ0aIN
Yes this same adress, when I added my Wise card to the charge method, it was registered under my partner’s name. Now I have added my own turkey credit card card under my own name. We were using FBM, but we haven’t listed any products for about 4-5 months and there were no products in our store. We purchased new products to switch to FBA, and they arrived at our warehouse yesterday, but our account got suspended.
Seller_RyBiR05Djvp7V
Hello @Rimen_Company ,
This is Amelia from Amazon to assist you.
From your post, I understand that you need help with reactivation of your selling account and documents not being accepted.
As you mentioned, you need direct assistance with Amazon representative.
We recommend you to do reach out to Account health support team using “Call me now button” to discuss and learn more about appeal rejection support so that team can help you through it.
You will also be able to reach out to Account Health Support team by raising a case using the link here
If you need any further assistance, you can post here so that we can help you.
Regards,
Amelia.
Seller_pKdF0dnvoraDu
Hello @Rimen_Company
Virgil here to assist.
Before submitting the documents, kindly ensure that the name and address on the document must match the information entered in Seller Central.
Based on your reply, we understand you’re unable to reach the Account Health Support via the link provided previously.
We recommend you to speak to an Account Health Support Specialist via phone call for dedicated assistance. You can reach the Account Health Support Specialist via the ‘Call Me Now’ button on your Account Health Dashboard
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Best Regards,
Virgil.
