I am writing regarding the deactivation of my Seller account, which occurred on May 23, 2024. The deactivation notice referenced Section 3 of Amazon’s Business Solutions Agreement, but I have not been informed of any specific violations, and I can confirm that I operate only one account. I have been trying to resolve this issue for months, but I have yet to receive meaningful support or clarity.

Timeline of Events:

08-20-2024 (11:09): I emailed disbursement-appeals to appeal the deactivation and request disbursement of my funds, which have been held for over 90 days. No response was received.

08-22-2024 (14:46): I received an email stating that to release my funds, Amazon needs to verify my identity and supply chain.

08-23-2024 (08:31): I received a link to upload documents and join a video call. I promptly uploaded my documents by 12:17:11 on the same day and joined the video call as instructed, but no Amazon associate joined the call.

08-23-2024 (19:22): I requested a scheduled video call via email, but received no meaningful response.

08-26-2024: I received an automated response asking me to complete the steps I had already fulfilled, including uploading documents and joining a call.

08-26 to 08-29: I sent multiple emails stating that I had been waiting for days, with evidence that I had joined the call. Again, no Amazon associate joined the call.

08-30-2024 (16:12): I received another automated response, again asking me to complete steps I had already done. I replied immediately, requesting assistance to schedule the call, but again, no resolution.

09-09-2024 (14:30): I contacted Amazon Account Health by phone and was advised to send evidence to the same email address, which I did at 15:04. No response was received.

09-10-2024: I received another automated email, ignoring my previous attempts and simply asking me to verify my identity once again.

09-20-2024 (22:53): I received an email stating that my funds could not be disbursed because I failed to schedule an appointment. This statement is inaccurate and unfair, as I have made every effort to comply with the process but have been repeatedly ignored.

My Request:

I have followed all the instructions provided by Amazon, uploaded my documents on time, and waited on multiple occasions for a representative to join the video call. Despite this, I have received no assistance and have been subjected to repeated delays and automated responses. The stress and frustration caused by this situation have been overwhelming.

I kindly ask for immediate intervention to:

Schedule the virtual identity verification video call at a specific, confirmed time.

Ensure that my account is reviewed fairly and that my funds are disbursed without further delay.

If this issue is not resolved promptly, I will have no choice but to seek legal advice to pursue this matter further.

Please treat this matter with urgency. I am happy to provide any additional evidence or clarification if needed.

Thank you for your attention to this issue. I look forward to your prompt response and resolution.

We had a customer request a return and a refund, we sent a UPS prepaid collection to the house which they were aware of (tracking details supplied etc) and the customer missed the collection.

Customer opened an A-Z claim and then withdrew the claim after agreeing to drop off the packages with the new prepaid labels detailed below

We then said we can send pre paid postage labels so they could drop off the items, they requested post office labels due to the drop off point being closest so we supplied another 2x labels to return the packages to us, again free of charge.

The packages arrived today 04/09/2024 (9:35am to be precise) and we issued a full refund today at 11:59am 04/09/2024.

Customer replied to us stating we had only refunded 291.64 of the 349.97 order stating they would like the 58.37 missing to be reimbursed, I kindly stated to them to wait for the confirmation email from Amazon to state the final confirmed refund balance and that the order status would update once the final balance had been settled, the difference in what you are is seeing and the total refund is the VAT amount and that this would be reimbursed in full once the refund had settled. I detailed all of this to the customer, even with the math to work out 291.64 * 1.2 (20% VAT) makes up the total 349.97 rounded to the nearest pence.

Despite this, it looks like the customer has opened an A-Z claim to recover their 'missing' VAT balance, but due to us refunding the order we have now had an email stating We have closed an A-to-z Guarantee claim of £349.97 on order 'X' because you issued a refund to the customer. No further action is required from you at this time but we have counted the claim against your Order Defect Rate.

Anyone had experience with this refund pattern in the past and any luck on getting the ODR reversed? In my past history I've known despite the information you throw at the A-Z team once the claim is in it's not getting overturned.

Hi Sakura,

This "new" reserve DD+7 policy has taken effect for us in the past week across several of the Amazon marketplaces we sell through. The amount that we cannot access currently stands at approximately £40,000 and is growing by about £7000 per day. I understand the reasons behind Amazon's policy however it is completely unclear as to how much will get released and when which makes it impossible for us to forecast cashflow with any accuracy.

For example, when I checked one of the EU marketplaces yesterday, it said that there was a "Transfer of €xxxx.xx scheduled to initiate on 26/09/2024". I've checked this morning to see that no transfer has been initiated and all that is happened is that the date has been pushed forward by 14 days and now says that a "Transfer of €xxxx.xx scheduled to initiate on 10/10/2024".

This highlights another aspect to this change that means we will now only be able to receive a funds transfer every two weeks? Surely this will result in certain transactions now being subject to a DD+7+14 extension!

For more years than I can remember we have been able to initiate daily funds withdrawals. This is crucial in order to have cash in our bank account at certain points during the month such as today when we need to meet payroll for the 43 staff that work here!

I'm unaware of receiving an email with an extension proposition although it may have been missed by another member of staff. Is there a way of looking back at old emails to see whether we were offered the chance?

Either way, I have now (yesterday) emailed the suggested email address to request a DD7 Policy Exclusion. Like many others I am concerned to know that my email has reached the correct department. If you're able to check that would be fantastic.

Thanks,

Ash.

A disbursement payment was due on the 10/06/2024, however it was cancelled. The reason given for the cancellation was that our seller account was under review. Apart from this message we have had no other notifications of our account being under review and the health page that it links to shows no issues. We have also received disbursements since then without issue.

Case 9901508692 was raised on the 19/06/2024.

We were told that the payment would be made on the 02/07/2024. However this did not happen.

Case 9960607042 was raised on the 08/07/2024

We chased the missing payment date but the contents of this case was deleted by a seller associate.

Case 9971674942 was raised on the 10/07/2024

Here we were told that the case had been transferred and that an answer would be provided in “3-5 days” and that it is normal for transferred cases to have all details deleted from them.

Case 10024562962 was raised on the 24/07/2024

After 14 days with no contact or updates regarding this issue we made contact again. We were informed that because the case had been transferred there was no way for a seller associate to see if the issue had even been looked at.

It has now been 26 days since we were told we would have an update in 3-5 days. We have had no contact from anyone and every time we reach out, we have been met with apathy.

Does anyone know of a way to reach out to the team involved in resolving this?