Dear Amazon Seller Community,
I'm facing a challenging situation with my Amazon Seller account and would appreciate any insights or advice from experienced sellers who may have encountered similar issues.
Background:
My Amazon Seller account was deactivated when I signed up. Upon receiving the initial notification, I promptly submitted an appeal with what I believed to be all the required documentation. However, my appeal was not successful, and I received a follow-up email stating that they were unable to verify the documents I provided.
Initial Documentation Submitted:
Credit Card Information:
Picture from Seller Central showing a valid MasterCard.
Expiration date.
Card assigned to multiple Amazon marketplaces (Amazon.com, Amazon.com.mx, Amazon.ca)
Utility Bill:
Recent electricity bill from K-Electric Limited.
Dated (within 90 days).
Includes my full name and address, exactly matching my Seller Central information.
Contains service provider's name, logo, address, issue date, due date, and usage details.
Additional Supporting Documents:
Recent bank statement showing credit card annual fees.
Amazon Seller Central payment statement showing recent account activity done through the credit card attached to my Seller Central account.
Current Situation:
Despite providing these documents, Amazon's Seller Performance Team responded that they were unable to verify the documents and reactivate my account. They've requested that I resubmit, emphasizing the following requirements:
Confirmation of a valid credit card on file
A utility bill or business license meeting specific criteria:
Must contain name, address, service provider details
Issued within the last 90 days
Full page, unobstructed, including corners
High definition, clear, and readable
Authentic and unaltered
Not password protected or a picture
In a supported language (English in my case)
PDF, JPG, PNG, or GIF format
Questions and Concerns:
Given that I already submitted what appears to be compliant documentation, I'm unsure what specifically was insufficient in my initial submission.
I'm concerned about the possibility of permanent account deactivation if this issue isn't resolved within 90 days of the original notification.
I'm concerned that I've been charged $39.99 for a deactivated account and am still unable to activate it.
Additional Points:
I have not violated any policies, as my account was deactivated immediately upon creation and I have been trying to resolve this for nearly 7 months.
No matter what documents I submit, the only response I receive is that my documents are not verified. I am 100% certain that my details match exactly with what is on Seller Central and what I have submitted.
Attempts to contact Amazon through other channels have been unsuccessful. Every time I try to reach out, I get responses indicating that my request is going through the wrong channel or that my appeal cannot be processed through the email address provided.
Any insights, experiences, or advice would be greatly appreciated. I'm committed to resolving this issue and returning to active seller status while fully complying with Amazon's policies.
Thank you in advance for your help and support.
This is the response I've been getting since last 7 months and every time I submit any document I instantly get the email;
"Hello,
Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.
Why did this happen?
We were unable to verify the documents that you provided.
How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- 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
The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as 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 that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed including corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the 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 submit the required documents?
To submit the required documents, go to the banner at the top of the "Account Health" page in Seller Central, click "Submit new information," and then provide the required information:
We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
If you have questions about our policies or the required information, you can contact us:
What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.
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 "Reactivate your account," and submit an explanation:
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement
To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
-- Download the Amazon Seller app for Android:
Sincerely,
Seller Performance Team
Amazon.com"
