Hello Amazon Seller Community,
I’m reaching out for advice regarding the deactivation of my seller account on 27th July 2024.
The suspension was due to Amazon indicating that I had not fulfilled orders after confirming shipment, even though all orders were dispatched.
Despite several attempts to submit the required documentation, my account remains suspended, and I'm unsure how to move forward. Here’s a summary of the situation:
1) Proof of Delivery Submitted: I provided an Excel sheet with tracking links for 30 orders, 10 customer signatures with photos confirming delivery, and around 40 buyer-seller messages where customers confirmed receipt of their items.
2) Other Submitted Evidence: I have also submitted all the required business identification documents, including my email, company bank information, and business registration. In addition, I provided supporting evidence of inventory with copies of invoices, proof of payment, and contracts from the past 365 days.
3) Tracking Issues with Deutsche Post: Out of 1800 orders fulfilled, only about 100 are fully trackable. Most were shipped using Deutsche Post International Basic, which provides basic tracking numbers that expire after 21 days and are not supported by Amazon’s system. This shipping method was necessary due to the low sales price of my products, as I had to remain competitive and stay below the pricing of a major competitor. Unfortunately, this has now caused issues with fulfilling Amazon's tracking requirements.
4) ODR and Suspension Impact: Before the deactivation, my Order Defect Rate (ODR) was within Amazon’s acceptable limits. However, since my account was suspended, I’ve been unable to respond to customer inquiries, which, along with existing delivery delays from Deutsche Post, caused a surge in A-Z claims.
5) Previous Suspension: Six weeks prior to this, my seller-fulfilled orders were deactivated following complaints from a competitor. After contacting Jeff Bezos’ team, my account was reinstated, and negative feedback was removed, but this might have left my account vulnerable.
Current Issues with Support:
The Call Me Now button has disappeared from my Seller Central account, so I’m unable to directly contact the Account Health Support team by phone.
Every time I submit a case, I receive the same copy-paste response that repeats the same information as the rejection notification, with no clear guidance on what more I need to provide.
Current Situation:
I’m at a loss for what to do next. I've followed the instructions from Amazon by submitting all the documentation I have, yet my account remains suspended. There is also a five-figure balance locked in my account for almost two months now, and I’m unable to access it or resolve the issue. It is also factually impossible to provide more Proof of Delivery, as most shipments were sent using Deutsche Post International Basic, where tracking numbers expire after 21 days and only the logistics center records the dispatch, not the delivery confirmation. Additionally, I cannot contact customers to verify receipt, as my messaging capabilities have been blocked since the account suspension.
Has anyone faced a similar situation or have any advice on how to navigate this? I would appreciate any insights or recommendations to help me move forward.
Thank you for your time and help.
