Urgent Account suspended
Hello,
I received an email from Amazon stating that my account has been suspended due to a violation and that it is not in compliance with Section 3 of Amazon's policy. I find this quite confusing, as we have never used the account for trading, selling, buying, or reviewing products on Amazon. and our products still under production in China, We also do not have any other accounts under the same entity. It seems like there might be an issue with Amazon’s system.
When I logged into Seller Central, I was instructed to appeal and provide an explanation to reactivate my account. However, I'm unsure what to explain since no direct reason for the suspension has been provided. Could you please guide me on how to proceed? I’ve already opened two cases (Case #17046429821 and Case #17045733791), but the responses I received were not helpful.
Thank you for your assistance.
Urgent Account suspended
Hello,
I received an email from Amazon stating that my account has been suspended due to a violation and that it is not in compliance with Section 3 of Amazon's policy. I find this quite confusing, as we have never used the account for trading, selling, buying, or reviewing products on Amazon. and our products still under production in China, We also do not have any other accounts under the same entity. It seems like there might be an issue with Amazon’s system.
When I logged into Seller Central, I was instructed to appeal and provide an explanation to reactivate my account. However, I'm unsure what to explain since no direct reason for the suspension has been provided. Could you please guide me on how to proceed? I’ve already opened two cases (Case #17046429821 and Case #17045733791), but the responses I received were not helpful.
Thank you for your assistance.
33 respostas
Seller_R6Pw3cjCRwLNP
What product and BRAND are you trying to sell?
Seller_4zBzdtgCyS9EI
Have you checked your notifications?
Seller_q5wyUcxXMSGIz
First notification from Amazon
Hello ,
Your Amazon seller account has been deactivated, and your listings have been removed in accordance with section 3 of the Amazon Services Business Solutions Agreement. 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 be held in your account while we work with you to address this issue in accordance with our "Funds Disbursement Eligibility Policy":
https://sellercentral.amazon.com/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6
Why did this happen?
We need additional documentation to verify your identity and account ownership. For more information on our requirements, check section "P-4 Verification" of the "Amazon Services Business Solutions Agreement":
https://sellercentral.amazon.com/help/hub/reference/external/G1791
How do I reactivate my account?
1. Confirm that there is a valid credit card on file.
2. Submit all the following documents to take care of the account verification issues:
-- Bank account statement and credit card statement.
-- A valid government-issued photo identity document such as driver’s license or passport. The document must include the full name, date of birth, ID number, expiry date, signature of the bearer if applicable and country of issuance or country of citizenship.
-- A business license, if applicable.
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service.
What are the document requirements?
-- It must contain your name and address, the service provider's name and additional information such as the date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be full page and unobstructed, including the document corners.
-- It must have high definition, be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected by a password. You can re-upload the same document without password protection, or upload a photo of the document. For security reasons, do not reply to this email with any password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.
How do I send the required information?
To submit the required documents or update the current information, go to the banner at the top of the "Account Health" page in Seller Central, and click "Submit new information":
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap
You will only be able to sell on Amazon once your current account is reactivated. To avoid further impact on your account, do not open accounts in other stores, or we will close them.
Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Submit new information", and submit an explanation:
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement.
-- Evidence that your account complies with section 3 of the Amazon Services Business Solutions Agreement.
We are here to help
If you have questions about our policies or the required information, contact us:
https://sellercentral.amazon.com/cu/contact-us/performance
Seller_q5wyUcxXMSGIz
This is the second and final notification, as we have not received any response since this one.
Hello
We received your submission but we are unable to reactivate your account. Upon review of your account, we confirmed that your Amazon seller account has been used to engage in deceptive, fraudulent, or illegal activity that harms our customers, other selling partners, and our store.
Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of Amazon Services Business Solutions Agreement.
Please review Amazon policy regarding Account Health by visiting "Monitor your account health":
https://sellercentral.amazon.com/gp/help/G200205250
You can also visit the "Selling Policies and Seller Code of Conduct" Amazon policy:
https://sellercentral.amazon.com/gp/help/G1801
We may not respond to further emails about this issue.
Amazon.com
Seller_q5wyUcxXMSGIz
✔️ Please confirm that the following statements regarding your
appeal submission are true by selecting the checkbox next to the
statement.
✔️ The documents provided are authentic and unaltered.
✔️ There is valid, chargeable credit card on file.
Seller_4zBzdtgCyS9EI
sadly, Amazon never tells people anything......we can all just make educated guesses...
Seller_q5wyUcxXMSGIz
What on earth am I supposed to do now with this ridiculous Amazon support team? I’ve sent them every single original document they could possibly need! I’m convinced they’re trying to confirm my address. I own the apartment, I’m the only one living here, and I’ve already sent them my credit card statement and internet bill. If that’s not enough, I’m even willing to send my title deed—if only I could find a human with a functioning brain to respond and explain what the actual problem is! A few months ago, they verified my passport via a video camera conference, so I’m certain my passport isn’t the issue. I haven’t changed my personal identity or documents at all—100% sure of that. So what now? What do I do with this infuriating Amazon support team?
Seller_4zBzdtgCyS9EI
ok...
1. When Amazon asks for something, provide them EXACTLY what they asked for. Example, if they ask for a utility bill, don't send a phone bill.
2. Make sure every document matches you account information perfectly. Don't have a JR on your account but not on your electric bill. Make sure everything is spelled the same. No Bill on one and William on the other....................
3. Credit card - make sure you have a valid credit card attached, NOT a debit card or prepaid card
4. Have they discussed sourcing with you during the interview or requested invoices? If you manage to activate the account, do you understand Amazon policies on sourcing and invoices? Otherwise you will just be suspended again and this time it will cost you....
Seller_q5wyUcxXMSGIz
Thank you so much for taking the time to help me. I truly appreciate it!
1- They asked for a utility bill, I sent home internet bill,
2- Yes, there is a small difference between the address on the credit card statement and the home internet bill—the postal code is different. However, the rest of the address is exactly the same. Unfortunately, this discrepancy is beyond my control as it is related to their system.
3- Yes credit card statement is attached
4- No they did not mention anything related to invoices or sourcing.
My account is deactivated, and that was Amazon reply "we confirmed that your Amazon seller account has been used to engage in deceptive, fraudulent, or illegal activity that harms our customers, other selling partners, and our store." , they don't reply or explain what is the issue, even in this forum they not help to explain.
Seller_kIukTwdhvntAp
"1- They asked for a utility bill, I sent home internet bill, "
You would have to look at the list of acceptable 'utility' providers but that is likely NOT one of them.
" Yes, there is a small difference between the address on the credit card statement and the home internet bill—the postal code is different."
What is "small" to YOU is a deal breaker for Amazon.
AMAZON EXACT MATCH REQUIREMENTS
Go over everything with a magnifying glass looking for a missing 'period' or 'comma'. Is there a different capitalization, abbreviation, spelling, or, even an extra spa ce?
That means Street is not ST.
Jim is not James.
ALL CAPS is not SOme CAps
Thanks to @Sandy_Amazon for letting us all know that Brand Registry applications are also space sensitive.
And so on………………..
They mean every comma, period, dash, etc. must be EXACTLY THE SAME INCLUDING SPACE S.
Go over everything with a magnifying glass looking for a missing 'period' or 'comma'. Is there a different capitalization, abbreviation, spelling, or, even an extra spa ce?
Seller_q5wyUcxXMSGIz
1. A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service. (From Amazon Performance Notifications)
2. No, the address (street, building number, and apartment number) is the same, but the apartment has two postcodes. I’ll try to send two bills with the same postcode. Without your help, I wouldn’t have noticed these small details.
My question is, do I still have a chance for someone to review my account again and reactivate it?
Seller_4zBzdtgCyS9EI
I said make sure there is a valid credit card!
Atlas_Amazon
Hello @Seller_q5wyUcxXMSGIz
Thank you for the details provided regarding the recent impact to your account that you observed. I understand the messaging received indicates there is concern with the activity and details associated with the account. Additionally, I do see where you provided the case IDs that go along with your attempts to address this concern. I know this can be confusing as there is minimal information in the messaging, so I do want to provide insight into how to proceed.
Go over everything with a magnifying glass looking for a missing 'period' or 'comma'. Is there a different capitalization, abbreviation, spelling, or, even an extra spa ce?
As mentioned in the thread, our team is going to be looking to verify the details within the account. This will require providing different documents for information such as your bank account and address. It will be vital to verify that the details on the documents match the account information exactly. If our team identifies any discrepancies or they are unable to verify the provided information, they will be obligated to reject the submission. Have you been able to provide documents that have matching information at this point? Have you received any new messaging that you could share?
We encourage you to continue to refer to this thread with your information so our team may review and provide support to you on your next steps.
Best,
Atlas
Seller_q5wyUcxXMSGIz
This time, I want to carefully review every word in the Amazon email and ensure I adhere strictly to everything they’ve mentioned. I haven’t sent any documents yet, as I wanted to double-check everything with you first. Amazon's email says, I have my passport's original physical copy, but how can I have an original physical copy of documents like a business license, which I downloaded as a digital copy from a government website? The same applies to business bank account statement—it’s a digital copy, not a physical original. What should I do in such cases?
To complete your instant identity verification, make sure to have with you the original physical and digital copies of the documents listed below:
Seller_q5wyUcxXMSGIz
I have a Wyoming LLC, therefore the owner's name is not listed on the Wyoming business license. Additionally, how can I add my signature to a digital business license downloaded from the Wyoming government website? The requirements state:
Seller_q5wyUcxXMSGIz
Would a U.S. multi-member LLC with a foreign beneficiary owner be classified as a global seller?
As mentioned in the thread, our team is going to be looking to verify the details within the account. This will require providing different documents
