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.

I would advise everyone who has just had this applied to their seller accounts to email Amazon and request an extension: eu-uk-reserve-policy-extension@amazon.co.uk

We did this and within 48 hours we received a reply and an extension to Sept 2025 and this is after the policy had been applied to our account, this suggest the legality of the policy is questionable at least.

OK so customer has gone through returns process and as it was an item of clothing Amazon issued a pre-paid returns label (Royal Mail Tracked 48)

Customer returned item on 2nd September, and tracking confirms this and so Amazon issued a refund.

However, I have not received item back - tracking says 'in transit'

What is the procedure now? Do I contact Royal Mail (but I did not buy the returns label, it was Amazon even though they charged me for it) or is it a Safe-T claim? Reading help it implies I have to contact Royal Mail - is that correct?

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?