Dear Amazon Team,
CASE ID: 12550908942 - Last Amazon reply: (No Reply) - Deactivated Overnight on 24 April 2026. Operational Address Verification failed despite having invoices and my driver's license at that address. A complete disaster!
I am writing on behalf of our UK-based brand, a 7-figure global seller operating across the UK, EU, UAE, Saudi Arabia, and the USA since 2021. We own the brand "FoldWise", where all our products are patented, designed and sold only by us. We hold a perfect Account Health score of 500, carry no violations, no penalties, and no overdue payments to Amazon, HMRC, or Companies House. We are a fully registered, VAT-compliant, actively trading limited company with physical operations in the UK at the VAT address.
We are proud members of the Amazon DAA programme, hold a Strategic Account with Amazon Ads, and in 2024 were personally invited to Amazon Headquarters as part of the Amazon Accelerator Programme, a testament to the trust and credibility we have built with Amazon over the years.
On 24 April 2026, our account was deactivated overnight without prior warning, and without any opportunity to respond in a manner entirely inconsistent with Amazon's own stated processes. We were registered with the Account Health Assurance (AHA) programme, which explicitly guarantees accounts will not be deactivated without Amazon first working with the seller to resolve the issue. That guarantee was not honoured.
The root cause appears to be a technical error on Amazon's side: when we attempted a minor, routine business address edit on Seller Central, Amazon's system automatically pre-populated outdated documents in the background. Saving that edit, a standard, innocent action, instantly triggered deactivation. We made no erroneous submissions. Our documents fully meet Amazon's KYC and verification standards, and we have a comprehensive, verified document trail to prove it.
The deactivation notice we received read as follows:
After the deactivation, I have received the following deactivation notice:
1. “My name is Becky, and I am a member of the Amazon Escalations Team that has previously contacted you. Your
account has failed our verification process. As a result, your selling account has been deactivated, and your listings have
been removed. Continue to ship open orders and respond to customer inquiries to avoid further impact on your account.
Funds will not be transferred to you but will stay in your account while we work with you to address this issue in
accordance with our Funds disbursement eligibility policy:
https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6
We leveraged a combination of automated means and expert human review to identify this issue and make this decision.
Why is this happening? We took this action because the business documentation that you submitted could not be
verified. The document does not meet our requirements.” (Amazon Payments UK)
— Amazon Escalations Team / Amazon Payments UK
We submitted multiple detailed appeals with full documentation. Every single appeal received one of the following template responses — with no substantive review, no explanation, and no path forward offered:
"We took this action because the business documentation that you submitted could not be verified."
"Having reviewed your account thoroughly, we have decided that your account will remain closed."
"We reviewed the information that you provided, and we have decided that you do not meet our requirements for a Selling on Amazon account."
"This decision has been reached because we have not been able to successfully process your application to open a Selling on Amazon payment account."
None of these responses addresses the substance of our appeals. No specific document has been identified as deficient. No guidance has been given on what to correct. We are being refused access to our own account with no actionable path to resolution, a process that gives the appearance of review while offering none.
To compound matters, since the deactivation:
Phone support has been cut off entirely for our account.
The AHA team has not contacted us and remains unreachable, despite our enrollment.
The "Business Address" and "Identity Verification" sections in Seller Central are completely locked — we are unable to update or correct anything.
We have multiple full shipping containers of stock held at Amazon fulfilment centres, entirely inaccessible to us.
All listings across all marketplaces are deactivated, with estimated losses of £8,352 per day — now amounting to a significant five-figure sum and rising daily.
We have active loans, supplier contracts, wages, and a team whose livelihoods depend on this account. This deactivation was not caused by any wrongdoing on our part. It was caused by a system-level error that we had no way to anticipate or prevent, and we are now being denied any meaningful channel to resolve it.
We are fully cooperative, fully compliant, and ready to provide every document requested. We are asking Amazon to urgently review this case, restore access to our account, and assign a dedicated contact, something that, as a Strategic Account, DAA programme member, and former Amazon Accelerator participant, we would reasonably expect to have access to.
We respectfully ask fellow sellers and any Amazon representatives monitoring this forum to escalate this matter. Every day without resolution causes further irreversible damage to a legitimate, long-standing Amazon business that has done nothing wrong.
Kind regards,
Mihai Gaina
Owner - FoldWise
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