So, I have been going round in circles with Amazon Italy and looks like I’m getting nowhere.
I have been a seller on Amazon for 12 years, and have very good metrics in the UK. I’ve never really had any interest in selling to the EU countries but wanting to grow my business, I thought I’d give it a go. Bought some stock (different products to what I normally sell), sent them to a fulfilment company, and listed them on Amazon.es and Amazon.it.
After that, all went pearshaped. Sold 11 units, fulfilment company then decided they couldn’t ship to EU, so after marking the orders as shipped on Amazon, I ended up having to cancel and refund the orders.
3 of those orders resulted in an order defect so my ODR on Amazon.it is currently 27%. As such, Amazon.it have put my account under review. The initial 30 day review passed and they then put my account in an ‘extended review’ and 5 days later deactivated my seller-fulfilled listings on Amazon.it (I had already put my EU stores in holiday mode).
When Amazon.it deactivated my seller-fulfilled listings, they were only deactivated on Amazon.it (I’m still continuing to make sales and ship orders on Amazon.co.uk), however, my funds on Amazon.co.uk are on hold in an Account Level Reserve.
I’ve reached out to Amazon UK and keep being told that as long as my account doesn’t have any issues my funds will be released on 27th June (so they expect me to go a full month without any money…great), but every time I submit information to Amazon.it they reject it and say it’s not sufficient so won’t release the hold.
The emails from Amazon.it then say if I don’t provide the information they requested within 90 days of the original notification, my account will remain deactivated.
So… what I’d like to know is:
a) if my Amazon.it account remains deactivated, will the funds in my Amazon.co.uk account remain on hold or is the fact my Amazon.co.uk account is still functional (other than the hold) a good sign?
b) Amazon.it are continuously asking for tracking details confirming delivery of the orders that I cancelled and refunded. I cannot provide tracking details because they don’t exist hence why the orders were refunded 6 weeks ago. Is there any way I can get Amazon.it to understand and accept this? I have sent screenshots showing the orders refunded, explained that the orders weren’t shipped due to issues with the fulfilment company, and accepted full responsibility for the issue.
I’m really pulling my hair out and feel like I’m losing the will to live.
Pinned by community manager