Account Deactivated for Identity Verification
I received a notification this afternoon that my account has been deactivated, and the reason given was that I need to do an identity verification video call. They also said I missed my appointment for one on the 5th of June. I was never informed about the need for this video call and certainly never scheduled it. Regardless, I submitted all of the documentation they asked me to immediately, but am unable to schedule a video call until the 2nd of July. This greatly impacts my business and is a disservice to my customers, who depend on my products to maintain regulatory compliance. I have been on hold now for 15 minutes trying to connect to an account health specialist. I have been unable to speak to one since I received the notification hours ago. Also, I have a pending order right now.
1 reply
Emet_Amazon
Hello @Seller_hzaomhbXpopPQ,
Thank you for posting your concerns with your account deactivation.
As you've mentioned the store was deactivated due to an incomplete verification. I do understand that you currently have a new video call scheduled for July 2nd. So you are aware, at this time we cannot reschedule your video call for an earlier appointment. These are scheduled at that time with available slots, attempting to reschedule now would likely result in an even later date. Although I cannot offer additional support when it comes to rescheduling your call, I can assist with any issues you may encounter along the way, and offer some general support and guidance.
When you attempt to complete your call on the 2nd, if you run into any road blocks or other issues, please capture screenshots or examples of what you're facing and share it here, this will allow me to work with our teams on any necessary solutions. As a point of guidance, if you are not completely familiar with this process, I do recommend checking out our seller university video on preparing for a video call.
Regarding the pending order you advised on, typically even when an account is deactivated we always recommend completing your order to prevent any additional account impacts or customer complaints.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
