hello,

I would appreciate some help if possible.

I have had my UK selling account deactivated for almost 6 weeks due to a high ODR %. They seem to think I simply marked orders as sent without sending them

Since the account was deactivated, I have spoken to Amazon Account support staff almost 30 times. Each time they suggest adding new information to my appeal and still I continue to receive the same rejection template email.

I have provided explanations and documentation for everything that has been requested plus more.

Originally, I was asked to provide proof of delivery for last 30 days. Then 60 days. Then 90 days.

Not only have I provided detailed excel spreadsheets with orders going back last 6 months which include tracking numbers, delivery status, refund status if so and reason for this, but I have also supplied picture proof of over 100 deliveries. I have provided my Incorporation documents, banking information, POA and a letter from the courier.

As everything has failed thus far, I tried to escalate my case to the MD office but I keep getting the same rejection emails or no replies at all.

It seems as if Amazon no longer cares much about helping Sellers reactivate their accounts.

Any help would be appreciated as this has become very frustrating and tiresome.

I’ve had deactivations previously and they lasted anywhere between 4-18 months. It’s fair to say, I cannot afford to be waiting that long again without access to funds that are being held.

Regards

someone please help

@Seller_TSXM2A5nxWSuH

@Seller_hnDMgUKxMh1V4

Sometimes I am staggered at what people do. We Always try and help customers where we can and our service record shows that but in over 7 years the worse case of buyer manipulation ever. Really not sure what to do so answers on a postcard.

A customer buys a personalised item of clothing and we ship tracked 48 as always within 24 hours. After we shipped the item the customer asks to change the size. We said we would assist the customer where possible to soften the blow of their mistake so contact us when they receive it. The item was delivered 4 days ago. This morning with no further messages and A-Z saying hasn't arrived and 10 minutes later an order in the size they wanted their order changed to. What would you suggest. Clearly I will appeal the A-Z but pointless I guess.

Has anyone found a solution to this?

The error message prevents me from accessing my seller account, which means I can't see or process any orders which means my account will be at risk of deactivation.

I have tried to add a new charge method as my old card is no longer valid.

I have tried two different cards and still get the same error message. THERE WAS A PROBLEM. PLEASE CHECK ALL DETAILS ARE CORRECT.

All card details ARE correct, name spelled correctly, number, expiry date (which expires in about 9 months, not 6 or under). amazon have my same address as a bank.

I try several times until I can't try until 24 hours due to security reasons.

I have opened several cases with Amazon and no resolution. I have been told I need to verify my old card - I can't do as the bank account no longer exists.

I have been told get a Credit card instead.

Other Amazon reps have talked me through the process to add new charge method which I have already done so many times and the same happens. Error message appears.

I have screenshotted error message and I am getting nowhere!

Has anyone found a resolution to this? Please help, so frustrated

Hello, I have been talking to amazon for weeks now about inventory that we sent that they claim the contents didnt arrive.

The next step would be to take them to small claims court. Has anyone done this before?

Just to explain what happened: we send boxes to Amazon on 1 May 2024 via their own UPS service. They were tracked and delivered. The boxes were 15kg each (two inner cartons) with 32 units per box (around 330g each). Totalling 64 units.

They started checking them in, then weeks passed and the checked in quantity stayed on 0. It then eventually said that the shipment was complete and that it was short by 64 units(!).

I made the online request on the shipment for a review, and they said they recounted the stock across the warehouse and found 3 extra products of ours, but a different SKU (I assume this was nothing to do with the shipment, but just three extra items after a re-count)

I contacted them and asked them to investigate, after two weeks they came back and said that the investigation was complete and that they didnt receive any goods. They scanned in the boxes, the boxes were 15kg each. So how on earth have no items been checked off. According to their logic the boxes must have been empty because, of course, they cant possibly have lost the stock or boxes somewhere.

Is the next step making a claim through the courts? Any advice would be appreciated.

Hi, my account is suspended and I made an appointment for a video verification.

The 1st appointment was on June 14 at 11am and I never received notification that that appointment was successful.

The 2nd appointment was on June 17th at 11am, but until now I have not received notification of the success of that appointment.

How can I receive the email notification 48 hours before the video review? Thanks

Hello

On May 14, 2024, without any notification or performance, my entire account's shopping cart was lost. Buyers can no longer find my products on the search page, and my orders dropped from 800 orders per day to 80 orders per day, which is a devastating blow to me.

Attached are some of the asins, please note that all asins in the entire account are lost! ! !

B0CB5CGGDS, B0BHWM4BBF, B0CGMWJ2T3, B0BBDVQ846

I checked all the indicators, everything is normal, no credit card refunds, store feedback is 100%, and all our conditions meet the requirements of featured offers.

I think this is a mistake by Amazon, and I hope you can help me solve this problem.

Who will bear my losses and my orders?@Spencer_Amazon

Hello,

I find it extremely concerning that if as a seller, I'm not meeting the target rate of below 5% for uploading an invoice within 24 hours of a customer payment, I am at risk of deactivation.

If this is such a sensitive metric that can lead to de-activation of an account, why isn't there a notification alert from Amazon requesting sellers to upload the invoice within 24 hours of the payment being made with the order I.D for said invoice each time? We get an email alert to respond to buyers messages within 24 hours of the buyer message for instance.

As sellers, we have a host of duties to perform. Do they expect us to check the orders page every few hours to ensure this mundane task is promptly met within a very narrow timeframe each time? This is extremely unreasonable in my humble opinion. I would like to adhere to this, however, life gets in the way, and without notification prompts, this is very difficult to adhere to ALL OF THE TIME.

Is there a way to receive an alert from Amazon each time an order is placed requiring an invoice to be uploaded?

I have auto invoices set up for all the countries where I have VAT registration, but occasionally, you get orders from other EU countries that do not have VAT registration, thus making this task difficult to adhere to without fail.

@Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH

I’m really sorry to start another thread about this but I have had absolutely no help regarding what appears to be a a glitch with my payment every Monday for the last month.

I have posted on here and no reply was given, I have also reported the issue to seller support twice and was given a different answer both times.

Copied from my other thread:

Hi can someone please help me with this issue which I have explained in the previous posts with my payment card becoming invalid every Monday This has now happened every Monday for the last 4 weeks when Amazon presents my balance payment to me. I have told seller support but they can’t explain to me why this is happening first week they say it must be a problem with my bank or card, It’s not as I have checked with my bank and last week they said I had to wait 24 hours for it to be verified. However this doesn’t explain why this keeps happening

.Every Monday at around 6.30pm I receive a email telling me my payment is on its way, then a few minutes later I get another email telling me Action Required: Please Update Your Amazon Selling Account Credit Card. I re add my card it’s tells me it’s valid and has been verified but I’m still locked out of my selling account, it takes a few tries and several hours until the next morning for me to be able to get back into my account, and then it all starts all over again on the next Monday. To me this seems to be glitch, I’ve had no issues receiving my balance from Amazon in this time period.

Please can this be sorted as it’s stressful and frustrating for this to happen every Monday.

@Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH

Hi can someone please help me with this issue which I have explained in the previous posts with my payment card becoming invalid every Monday

This has now happened 3 times to me on Monday for the last 4 weeks when Amazon presents my balance payment to me.

I have told seller support but they can’t explain to me why this is happening first week they say it must be a problem with my bank or card, It’s not as I have checked with my bank and last week they said I had to wait 24 hours for it to be verified.but this doesn’t explain why this keeps happening.

Every Monday at around 6.30pm I receive a email telling me my payment is on its way, then a few minutes later I get another email telling me Action Required: Please Update Your Amazon Selling Account Credit Card.

I re add my card it’s tells me it’s valid and has been verified but I’m still locked out of my selling account, it takes a few tries and several hours until the next morning for me to be able to get back into my account, and then it all starts again on the next Monday.

To me this seems to be glitch, I’ve had no issues receiving my balance from Amazon in this time period.

Please can this be sorted as it’s stressful and frustrating for this to happen every Monday.

Requesting a MOD help me get to the bottom of this. All of my listings have been made inactive in all of the European countries pending my identity verification. (We do millions a year on amazon UK+DE + rest of EU , so each day we are losing many thousands of dollars in revenue)

Amazon says you have 60 days to provide this information or your account will be disabled. Their first contact with me was May 21 2024, they disabled my account June 12, 2024. I have been dealing with this for over a week now. Each time they contact me, they ask for more documents without explanation. Why don't they just ask me for everything they need right away? Why did they go against their policy and disable my selling account before the 60 day period? Can a mod please help? I've had 7-8 calls to the account health team and they are zero help.

Timeline went as follows:

1. May 21, received first email requesting identity verification docs.
2. May 27, second email second email requesting identity verification docs.
3. May 28 I received a call and email. I said that I was on vacation from May 20-30 and would get to it as soon as possible. I noted in the emails it said I had 60 days.
4. June 12, account deactivated with (Action Required) Information needed for selling account. One of the following documents issued within the last 180 days:

-- A fictitious business name statement

-- A "doing business as" (DBA) document

-- A valid (not expired) business license

-- A document confirming payment of income tax or self-employment tax

I provided them with A EIN business license from the IRS, and a scanned copy of my passport. They asked for more.

5. June 12, Hours after I sent the EIN, they sent another email asking for more documents. Account is still deactivated. (Action Required) Information needed for selling account.

One of the following documents issued within the last 180 days:

-- A fictitious business name statement

-- A "doing business as" (DBA) document

-- A valid (not expired) business license

-- A document confirming payment of income tax or self-employment tax

I provided my DBA and a Bank account statement with my DBA in the title and my address and full name clearly stated on the PDF. The next day, they asked for more.

6. June 13th. They asked for a "Certified bank letter" with the following requirements.

-- The document must be dated within the last 180 days.

-- The document must show the bank name and the bank logo.

-- The document must be signed or stamped by the bank.

-- The document must include the account holder's name, residential address, and bank account number.

I went to my bank and they created a certified letter, stating my full name, my DBA, the full account name, and everything they provided on their certified letterhead. I even took a photo, holding up the letter, and my passport, inside the bank, and sent that as well.

7. June 17th. They asked for MORE documents. Address verification documents:

Here is what they are requesting. Keep in mind, I have already submitted my bank statement. So they are requesting the same document twice here.

For the primary contact person, provide a copy of a proof of address document. We can accept any of the following documents:

-- Council tax bill

-- Utility bill (gas, water, electricity, TV, internet, mobile phone, or landline)

-- Bank statement (Documents issued by a financial services provider, such as third-party providers or online digital banks, are not acceptable as a proof of address.)

-- Credit union or building society statement

-- Credit card statement or bill

-- Mortgage statement

-- Rent receipt from a local council or letting agent

-- Benefits agency letter (such as from the Department for Works & Pensions, Job Centre Plus, or Veterans Agency) confirming your rights to benefits

Ensure that the document meets the following criteria:

-- The document must show the individual’s name and residential address, as well as the provider’s logo.

-- The document must be dated within 180 days.

-- For a council tax bill only, the document must be valid for the current tax year.

-- The document must not be a screenshot.

-- The information in the document must match the information in your Seller Central account.

So I sent them a SCANNED copy, of my mortgage statement. Since they didn't accept the PDF download of my bank statement.

Based on amazon's own policy, it would appear my account was disabled before it should have. Not to mention the ridiculous amount of documents they are asking for. Every email, I give them what they want. Why are they asking for more? Why not just ask for it all at once? What else do they need from me? What will they ask for next? DNA sample? At this point, I don't care what I have to do, I just need my account active so I can continue selling. It's not just the money lost, that I can never get back, its the ranking we lost, which will take weeks if not months to get back. The losses are staggering, and for an account of our size, to be going 4 days in-between contact, is blowing my mind.

I did not want to post, but I just don't know what more I can do, im losing my mind over this.