In December 2024, I received notice that our seller account had been deactivated under Section 3. The issue involved 6 units of a major Korean branded cosmetic. We had no customer complaints via Voice of the Customer, no warnings or red flags, just a sudden deactivation. After a lengthy conversation with Seller Support, their view was that the reason for the ASIN getting pulled was a random decision.

Long story short, we provided a full custody chain of documentation which eventually ran to around 15 pages. The sticking point was that Seller Support were not happy with the distributors invoice format. We provided procurement and authenticity documentation over and above to support the ASIN's authenticity. The manufacturer even confirmed the product and the distributor were 100% authentic in a letter. The distributor confirmed that the ASIN was genuine and purchased off of them (they represent 700 brands)

We were then contacted by the Amazon Disbursements Team regarding our outstanding funds in the seller account. They wanted to do an investigation including a F2F interview and a review of our documentation. If the ASIN was not authenticated, they explained that funds would not be paid out. This process was completed, we were found innocent of any wrong-doing and the funds were disbursed following an investigation.

They concluded their investigation in to our ASIN met the terms of Funds Disbursement Eligibility Policy. This was in July 2025.

We also enlisted an Amazon consultancy to lift this deactivation several months before. We're now at a point of calling it a day. Despite letters escalating the issue to a number of Amazon officials, we seem stuck in a doom loop with Seller Support. We frequently struggle to get them to understand that despite the invoice format not meeting their expectation, we have an abundance of evidence to support the products authenticity including Amazon's own investigation. It just gets the same response time after time after time. They refuse to read it, only focusing on the invoice format.

This one incident of which no customer ever complained about has caused us huge financial damage and stress hitting our heads against a brick wall, unable to escalate our case to anyone just to get a fair hearing. All we get is cut & paste knock-backs.

I would like to close my FBA account and Ltd company (LLC) and move to the digital KDP platform but as I understand it, I cannot move across whilst the deactivation remains. If anyone can confirm an FBA deactivation affects a KDP application I'd appreciate it.

I am literally out of ideas as are the consultancy who have worked with us. Having worked for several years in a Fortune 500 Customer Services team, I'm quite shocked at how poor Amazon is at escalating sellers issues, instead offering no way forward.

If anyone knows of any ideas that might resolve my deactivation, I'd welcome them. Thank you and sorry for the long post.

Dave Merchant ID: A1C18MHBQJ5LOF