thats hit and miss for me. I did try deleting PA and CA and relisted after 72 hours without any solution.

Nit sure about your but mine are all FBA listings and keep paying fees without sale.

Amazon has LOTS of scam Buyers, Amazon encourage it, and even promote it, so unfortunately, get used to it!

They waste hours of your time, but start a Word Doc (convert to PDF) or as a jpg photo. Screenshot the photo of the delivery, plus link to the courier website, tracking number, GPS tracking to show their order, etc.

Attach as a reply to the Buyer to prove that your parcel arrived ok, so cannot claim from the courier, and you assume it has to be another order from a different Seller that has an issue.

However, if they consider it is your item, tell them to raise a Return request and you will inspect when received back (tell them to return complete in the makers packaging and the extra wrapping, sealed bag, etc), and say that Amazon and not Sellers process the refund (that way they should get a 1st scan refund and you can make a Safe-T Claim).

PS - they can still give bad feedback of course, which is unlikely to be removed

Hello,

Your funds are on hold in keeping with Amazon policies. Funds will not be transferred to you even if they reflect in your Seller Central account.

Why did this happen?

We are withholding your funds under applicable regulations and the Amazon Payments UK – Selling On Amazon Payments User Agreement:

https://sellercentral.amazon.co.uk/gp/help/external

How do I address this issue?

No action is required by you.

I have provided all information, I am a UK resident and have been for the last 10 years, my disbursements have been stopped and even tho I keep calling I get no reply whatsoever other than this is with the relevant team and that I should wait. This is having a massive effect on my business, I had been paying suppliers from my own personal money and I am running out of money.

What do I do here?

@Seller_pcsb5w54JugEA @Seller_DNQGSsdC7DccM @Seller_VJ4XoAkjDpjPH @Seller_TSXM2A5nxWSuH @Seller_fgtTzyHQfOM1x @Seller_hnDMgUKxMh1V4

Update:

I keep sending messages to the seller support and I am not getting a reply whatsoever, they just close the case as if it was answered without any reply.

So, last 15th March my account was deactivated due to "suspected intellectual property violation" for some Brands that I sell.

As far as I'm concern I'm not an isolated case because I have read several posts with similar problem.

In fact, after 3 months of struggling to get any kind of help, I can't be quite sure if it's just Amazon's incompetence due to it's big amount of fragmented departments or if it is a scam that is implemented in order to keep sellers money. In my case more than 5.000€

Each time we ask for help, by phone or by email we speak with a different people. I select English Language, but always get Amazon's Employee with an oriental accent that is very difficult to understand most of the times. I'm Portuguese but I consider myself to have a capable English speech and accent...

So, let's go to the facts: Here on the forum it seems that we receive "intentions" of getting help! But in practice, nothing also happens because each department on Amazon have their own specific tasks. So you advise to contact that department and then we get the same problem or answer....and we keep running in circles. The worse is that we receive ROBOT repeat answers despite what we write or documents prof we send. I have tried that with simple questions out of the subject just make my point and for sure no one reads or don't bother to read and auto-answer is what I get.

If you ask help on "call me now" you will talk with different people each time. I understand that, what I don't understand is why this employee don't have access nor permission to read what's going on. We have to explain everything again and again and after 30 minutes of talking and waiting for confirmations, the employee tells you to do exactly the same to the same department that is the ROBOT answering machine!

So, let's go to the facts and make my point to prove what I'm saying: (by the way, in the forum we can't attach files so unfortunately I can’t prove here with all my files and print screens what I’m about to describe)

Fact 1: Day 15Th march 2024 I get my account deactivated. The message I get by email is this:

“Votre compte vendeur Amazon a été désactivé conformément à la section 3 du contrat Business Solutions d'Amazon. Vos offres ont été retirées. Les fonds ne vous seront pas transférés, mais resteront bloqués sur votre compte durant la résolution de ce problème.

Pour en savoir plus, consultez la Politique d'éligibilité au versement des fonds :

https://sellercentral-europe.amazon.com/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6

Merci de bien vouloir expédier toute commande en cours pour éviter d'autres conséquences sur votre compte.

Nous avons utilisé une combinaison de moyens automatisés et de contrôles humains effectués par des experts pour identifier ce problème et prendre cette décision.

Pourquoi est-ce arrivé ?

Nous avons pris cette mesure, car une ou plusieurs de vos offres enfreignent la notre politique relative à la propriété intellectuelle :

https://sellercentral-europe.amazon.com/gp/help/external/201361070

Exemples d'offres qui enfreignent notre politique en matière de propriété intellectuelle :

-- ASIN: B09SFXPDJG (liujo)

-- ASIN: B015P3MD9W (markmaddox)

-- ASIN: B09SFX3CTL (liujo)

-- ASIN: B015UA0040 (markmaddox)

-- ASIN: B015UAMDFO (markmaddox)

-- ASIN: B01MS62ZJN (markmaddox)

– Utilisation potentiellement abusive de la propriété intellectuelle”

After this I initiate the process of proofing that I didn’t violate any “propriété intellectuelle” and I send all documents that prove that:

1-Document that prove that I buy this products from a legal Spanish company establish in Spain.

2-Document that prove that I have a dealer account active with this company and so I can resale their products.

3-Document that prove that each product and each brand that this company sells are approved to be retailed or resaled by their dealers (me in this case)

4-Invoices of me buying this products from them and specifically from those brands.

5-Invoices from me selling to final client.

So first reply I got was:

“Why did it happen?

We took this action because one or more of your offers violate our intellectual property policy:

Your explanation should include the following information:

-- How your account did not violate the intellectual property policy.

-- Proof that your account complies with our intellectual property policy.

(Amazon order id which demonstrates the product authenticity

An Letter of authorization(LOA) from the rights owner

Invoices for those products from the RO or supplier to prove the authenticity)

So for every time I add a new document to try to solve this problem I get the same auto-answer over and over again and is this:

“Nous avons bien reçu votre demande, mais nous ne disposons pas d'informations suffisantes pour réactiver votre compte. Étant donné que vous n'êtes pas en mesure de fournir les informations nécessaires et suffisantes dans l'explication soumise, nous avons décidé que vous ne pouvez plus vendre sur Amazon.”

So I answer. If this is not sufficient information, what exactly do you need more?

And the answer is:

“Nous avons bien reçu votre demande, mais nous ne disposons pas d'informations suffisantes pour réactiver votre compte. Étant donné que vous n'êtes pas en mesure de fournir les informations nécessaires et suffisantes dans l'explication soumise, nous avons décidé que vous ne pouvez plus vendre sur Amazon.”

So, this leaves us to the second problem….my money!

I asked for “payout” of my funds. Amazon replies that I need to wait at least 60 days and then I can contact disbursement appeals...see the email:

“Your account was deactivated on 15/03/2024. You need to follow the below process to have your amount disbursed.

If your account is not reactivated following an appeal or you choose not to appeal the deactivation, after 60 days from when your account was deactivated, you may separately request funds disbursement by contacting disbursement- appeals at amazon.fr. For more information about funds please see this help page: (https://sellercentral.amazon.com/gp/help/9RA9LYBJ3QP27M6?referral=AJCGAQTT2VY64_A2IICEJ8WXT9SS&referral=A1WHLQ29OPU7WB_A2IICEJ8WT9SSX)”

So, 60 days passed and I send the email asking for payout!

And begins another “saga” with Amazon’s help!

Amazon ask me to do this:

“ Your account is currently in the funds appeal period. To make a final decision on your funds disbursement, we need to verify information related to your identity and the authenticity of your supply chain.

How do I verify my identity?

In order to verify your identity and supply chain, you need to complete virtual identity verification over a video call.

How do I sign-up for virtual identity verification?

Our verification team will contact you within 72 hours of this notification with instructions on how to schedule your identity verification.

What happens if I do not sign-up for virtual identity verification?

If you do not sign-up for virtual identity verification or if your verification is not successful, some or all of your funds may be withheld.”

Then I receive the following message:

“Afin de débloquer les fonds sur votre compte, nous devons vérifier les informations relatives à sa désactivation, lesquelles peuvent porter sur des questions d'identité ou de chaîne d'approvisionnement en rapport avec ce dossier. Ce processus est conforme à la « Politique de retenue de fonds » :

https://sellercentral.amazon.fr/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6

Comment valider mon identité ou ma chaîne d'approvisionnement ?

Pour vérifier votre identité ou votre chaîne d'approvisionnement, vous devez effectuer la vérification virtuelle par le biais d'un entretien vidéo. Pour réserver un créneau horaire pour l'entretien, remplissez le formulaire de vérification virtuelle. Ce formulaire est hébergé par Qualtrics, qui est une entreprise externe. Ce lien ne mène donc pas vers notre site Web :

qualtrics (I have removed the link because amazon don't allow external links)

So I register in this qualtrics.com website and schedule for the meeting.

Nothing happens. I ask again for help and amazon reply to schedule again.

I do it and finally I get a schedule confirmation.

So as any one might be aware, 5000€ in game, I was at the time of the schedule online and ready for the meeting.

What happens is that at the meeting is locked by the other side and I can’t access it. I have print screens to prove what I’m saying.

What happens next is the “berrie on top of the cake” Amazon send me an email saying that I was not at the meeting!!!!

See the reply:

“We were unable to complete your virtual identity verification because you missed the video interview appointment on 6/3/2024 at 04:00 PM British Summer Time.

Follow the instructions provided next to reschedule your appointment:

1. Access the Virtual Verification Form, which is hosted by an external company called Qualtrics, so the following link does not lead to our website:

"qualtrics" (I have removed the link because amazon don't allow external links)

So, after this I already reschedule 2 more times. I have print screens and prof of all I’m saying.

More than 90 days have pass now and the “saga” maintains.

My money is blocked, I did nothing wrong. I’m a legal individual Portuguese company establish in the 90’s active since then on the Portuguese market and European to. Never had problems in exportation to European countries and now this happens in Amazon. Is really frustrating. But for sure, if nothing is solved I will sew Amazon.

As others have said, as you have refunded, it is up to the Buyer to take Amazon to Court, if Amazon will not allow them to use the refund amount against another item, to purchase.

If their Amazon Buyer Account is Suspended, that is their problem, not yours. It sounds like a problem Buyer for Amazon to ban sales.

Agree to Mediation. Judges like that you have tried and said ok. It takes many hours usually to win, but a great feeling when you do. (Copy of every email, every document, etc).

Defend it well that you refunded, and the Buyer paid Amazon and not you, and you refunded by the same method as they paid for, eg Amazon Payment System.

It would be great to update us all when you get a result.

When I try to upload images for my new product listing, some images upload fine while others I get an error saying file type not supported. All the images are the same type, JPG, and are under the size limit. Does anyone have any suggestions on how to upload the images successfully? (I am using a MacBook to do this)

Hi,

My account was deactived when I switched from an individual to a Professional account. I keep going in circles regarding the ID verification (which was previously accepted). The issue I'm having is I cannot find the option to 'Take a photo of your face' anywhere and the link to setup a video verification call will not work - even when going through to the US version it then just tells me my account is deactived and I can't sell in the US....Which I have no intention to, I just want to verify my identity. Instead I'm getting template replies constantly telling me I need to verify my identity but I cannot do so.

Any help would be appreciated, I've included the email I'm getting below.

**

Hello,

We have received your request to reactivate your account, but we do not have sufficient information to complete your request.

Read the instructions in this email to complete your identity verification and reactivate your account.

How do I reactivate my account?

To reactivate your account, choose one of the two available options for completing your identity verification:

-- Take a photo of your face and ID document using the "Take a photo of your face" feature in Seller Central. This feature allows you to complete your identity verification in 3 to 8 minutes.

-- Join a video call with an Amazon associate. During the verification by video call, the owner of the account or their authorized representative are required to join the video call with an Amazon associate and show them the original copy of the identity document that was submitted during the account registration.

We do not accept any new documents.

Note that the identity verification is required as an enhanced security measure.

What happens if I do not complete the identity verification?

If you do not complete your identity verification by either using the "Take a photo of your face" feature in Seller Central, or by joining the video call with an Amazon associate and showing the original documents submitted during registration, your account may remain deactivated.

How do I complete the identity verification?

1. Go to Seller Central using the following link and sign in to your account when prompted:

https://sellercentral.amazon.com/mario/inpvMeeting/appointment/global/node/meetingNode/render

-- If you signed in from a new device, or if you deleted cookies, you will be redirected to the "Select a Merchant and Marketplace" page. In this case, from the "Select an Account" drop-down menu, select "United States." Make sure to select this option regardless of the Amazon store in which you registered your account.

2. Click "Select Account."

3. On the "Identity Verification" page, follow the on-screen instructions depending on your selected option for identity verification.

-- If you opted to use the "Take a photo of your face" feature in Seller Central,

a) Select "Take a photo of your face."

b) Follow the prompts to take photos of your face and ID document using the camera on your device so that we can compare your identity document and face photo to determine if they match.

-- If you opted to complete the identity verification by joining a video call, you will be required to show our associate an original copy of the identity document that you provided when you registered your account. We do not accept any new documents.

a) Select "Join a video call with an Amazon associate."

b) Follow the prompts to schedule a video call and select a date and time slot for your appointment from the available options.

c) Review the appointment time and the other resources to prepare for the video call.

d) Click "Next" to confirm the appointment.

We will send you a confirmation email within 24 hours after you schedule your appointment. The email will include instructions on how to join the video call.

How do I prepare for the identity verification?

1. Prepare the original identity document that you submitted for registration on Amazon and have it available before the video call starts.

2. Make sure that you are joining the video call from a device that has:

-- A front-facing camera

-- A stable and reliable internet connection

-- Safari browser or Google Chrome browser, depending on your device's operating system

3. Enable your camera and microphone when the browser requests your permission.

Recording notice

If you decided to join the video call with an Amazon associate by selecting "Join a video call with an Amazon associate," the video call may be monitored or recorded for training and quality assurance purposes.

You are not allowed to take photos of the associate or record any stage of identity verification process by video call.

We will handle the recording and your data in accordance with our Privacy Notice:

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GX7NJQ4ZB8MHFRNJ

We're here to help

If you have any questions, you can contact Selling Partner Support:

https://sellercentral.amazon.co.uk/cu/contact-us

Sincerely,

Repeat Contact Management Team

We have received an email today of a parcel (book worth about £70) to the Netherlands being returned by Evri and looking at the P2G tracking info it says it failed customs clearance. We don't know why that is as so far as we're aware we filled in everything online. However we noticed today when looking at the order that as well as the order id there is an order item id. We have no need for those numbers so hadn't paid much attention before but Amazon tell us to put the number on the parcel when sending to the EU. We had put the order id on the parcel but was it actually the order item id that we needed to put on the parcel and might that be the reason it failed customs clearance?

Thanks for any advice on this.

Hello Sellers,

Having a healthy seller account is crucial for your success on the Amazon marketplace. The Account Health Dashboard provides an overview of your selling account's adherence to Amazon's performance targets and policies. Regularly monitoring and addressing any issues is essential to ensure uninterrupted selling privileges.

What is the Account Health Dashboard?

The Account Health Dashboard displays key metrics that Amazon uses to evaluate your account's performance, such as:

-Order Defect Rate: Measures customer experience with your orders

-Late Shipment Rate: Tracks your on-time shipment performance

-Policy Violations: Highlights any violations of Amazon's selling policies

How to Access Your Account Health Dashboard:

Menu- > Account Health- > Account Health

🟢Best Practices for Maintaining a Healthy Account:

• Understand each metric and its target: Review Amazon's guidelines for acceptable performance levels.

• Check your Account Health regularly across all marketplaces: Performance metrics can vary by marketplace.

• Monitor Performance Notifications: Address any issues promptly to avoid negative impact on your account.

• Take preventative steps: Implement processes to maintain high performance (e.g., streamline fulfillment, improve customer service).

• Review your product catalog: Ensure compliance with evolving regulations and policies.

• Address violations immediately: Respond to any violations on your Account Health Dashboard as soon as possible.

📖Useful Resources:

Seller University : Understand your Account Health metrics

Account Health FAQ

🎤Share Your Tips: How do you maintain a healthy seller account? What advice would you give to new sellers starting their Amazon journey?

Would you have any feedback regarding Account Health?

are you saying that if you click on other parts of the page, eg the gear symbol, help, Mail symbol, etc, they don’t work?

You haven’t agreed to the change so it can’t have been done.