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Welcome Sellers!

Join our Ask Amazon event to share and discuss strategies for improving your On Time Delivery Rate (OTDR) and Glance View Speed (GVS) metrics within the Seller Fulfilled Prime (SFP) program.

❔ What are OTDR and GVS?

On Time Delivery Rate (OTDR):The percentage of orders delivered to customers by the promised delivery date.

Speed report - Glance View Speed (GVS):The speed at which order details are available for customer review post-purchase.

📎 Discussion Topics:

What actions You’re Taking: Share the steps you’re implementing to enhance your OTDR and GVS metrics.

How can Amazon Support: What assistance would you like to receive from Amazon to help you meet these critical performance metrics?

📝 How to Participate:

  1. Start posting your questions and feedback now in this thread
  2. Our Partner Team will respond to all questions on 30 July
  3. Can't make it on the day? No worries - post your questions and feedback in advance!

This thread will be open from today to We encourage you to post your questions and insights. Our team will monitor the discussion, engage with your queries, and provide answers.

Note: This event is for general questions. We cannot provide advice or feedback on individual cases.

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Hello,

I'm an Amazon seller who operates in full compliance with the FBA model. My products are authentic, and I've provided all invoices to Amazon.

However, my account hasn't been activated for about a year. I've successfully completed 997 FBA orders, and there have been no negative feedback or violations.

Only one product (TopicalsRx Faded – ASIN: B0BMZF7H3P) was cited as the reason for my account closure. This product was purchased from the brand's original distributor for a different company of mine. Shipping invoicing and payment documents are fully recorded. Despite this, Amazon refused to acknowledge the product's authenticity and unfortunately destroyed all my stock and blocked my entire store and balance.

My account balance was also recently reset by the system. Immediately afterward, I was sent a contact link, but this link doesn't work. It says "Contact support," but I'm also blocked from opening a case. I'm only shown a message saying "Contact us to reactivate your account," and I can't make any progress.

During this process:

I submitted all necessary documentation (invoices, shipping receipts, payment receipts).

I didn't do drop shipping; the products arrived directly and were directed to the Amazon FBA warehouse.

Amazon's communication methods are not working; I can't reach them via call/message or form.

What should I do? What channel can I use to resolve this? I request that my account be reopened and at least the remaining balance be refunded.

Thank you.

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See all formats and editions link
by Seller_RAXEWLxQ2dbmN

This stopped working for me about a week ago. I use it a lot when searching in BMVD but it is currently a dead link. This is using Firefox, an Amazon recommended browser.

I'm not sure if it affects categories outside of BMVD but it must be reducing sales if buyers are unable to see all variations of a given title.

Amazon search in books and media is bad enough as it is but this is making it even worse.

I also note that the 'manage inventory' tools have been very slow recently. It often takes several seconds between pressing a button on the edit page and the system responding.

I'm guessing these requests are being handled by remote servers across the globe?

Checking today, it seems the problem is more prevalent in media titles than books.

Example here:

https://www.amazon.co.uk/Abbey-Road-50th-Anniversary-Deluxe/dp/B07VLMMG2F

Image here highlighting the link in yellow:

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I've been selling Sistema items for a few months without any issues. Suddenly, I'm required to get approval from GRTLPOK, and my wholesaler invoices are no longer being accepted.

This is extremely frustrating, especially as I've just placed an order for 330 bottles.

Has anyone faced a similar issue or can offer guidance on how to get approval from GRTLPOK so I can resume selling Sistema products?

Any help would be greatly appreciated!

Thank you.

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Frustrating Safe-T Claim appeal
by Seller_vxJkflH4omEKG
Amazon replied

We’re repeatedly being denied a SAFE-T claim for an order where we clearly followed the spirit of your policy:

The buyer contacted us requesting a replacement, not a refund.

We dispatched the replacement promptly to resolve the issue quickly.

The customer even contacted Amazon support to stop the refund and ensure we get paid.

He told us directly: “I don’t want you to not get paid for the scooter.”

Despite quoting Amazon’s own reimbursement policy and providing full message history, we continue receiving copy-paste denials. We’re now left out of pocket for both the replacement and the refund—despite doing the right thing and prioritising customer satisfaction.

I’m not writing over £80—no one’s life ends over that—but this is someone’s livelihood. All I ask is that a human being reads the case and gives it a fair look.

Details: SAFE-T claim 22263-74730-3668267 for order 202-8131983-0141151 and SAFE-T claim 25711-70549-9104765 for order 205-5292984-1627532

@Julia_Amzn

@Sarah_Amzn

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stuck money
by Seller_QU44B7bovbf1v

Good Morning

I opened this Amazon account because my son who is 14 years old and wanted to experiment the Amazon for learning purpose only. He does not want to do it anymore. We are not required to tell HMRC if the earnings are under £1000. Could you please find a way or advise us how to withdraw the fund stuck with this account.

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Information on Appeal Decisions Useless
by Seller_iWdMCTsRiXYWr
Amazon replied

We have appealed a decision to refund a customer to be simply told they decision has been upheld.

This is not accepatble as we have provided clear proof that the packages were delivered next day to the correct address. Location matches the address, google maps images, google show the house name clearly on maps and the brickwork and door at the property match the images provided. GPS coordinates also match. We also have a signed POD.

We need more information as to why this refund has been found in favour of the customer as this is not acceptable and is clearly fraud. Just reply to the appeal saying decision upheld is not helpful to us at all.

How do we do so?

3 votes
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no reply needed has gone
by Seller_0AG9i8qKfX9Eu

most of my messages that i get from a customer has the no reply needed button disappeared.

the messages have completed and if the customer says thanks as the last message i should be able to click no reply needed but its gone. so i have to reply in someway or i will get marked down for it which is stupid.. so i have to reply which then starts to be odd from the customers side....

anyone else have this issue ?

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Front Picture
by Seller_Vd4NYhQd4vfB6
Amazon replied

Hi I have question about first picture. Why my listing is block because of my firs picture but I see many listing with exactly the same picture, How is possible that some listing with the same picture are going thru and the other are block. I would be thankfull for the answer. Thanks

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Hello @Seller_Huz6FT08OxHAR @Seller_gAhPNiLrkfTcr @Seller_XUNeUuvrQDpgP

A couple of weeks ago I received a notification from Amazon that there is a mismatch between my business name registered on Amazon and the business name registered with the German tax authorities/ VIES.

The business name I used to register on Amazon is the official English name translated from Greek whereas on the VIES website/ German tax authorities shows our business name in Greek, exactly as it is registered with the the local tax authorities.

I contacted the amazon team that deals with such problems (de-vat-number-appeals@amazon.de) and I provided them with an official English translation of our Greek statute as well as our official business registry certificate also in English. Both of these documents clearly state our official trading name in English which matches the one registered on Amazon but the Amazon team, that reviewed the documents, rejected them and advised me to update my business name on amazon to match the one on the VIES website.

Unfortunately, I am unable to do so because amazon doesn't accept Greek letters in the box where I must submit the business name and obviously our official Greek business name cannot be changed to match the one on Amazon.

I would really appreciate if a moderator could help me overcome this problem because I think that I have hit a brick wall with the de-vat-number-appeals@amazon.de team.

The ID for the case that has been opened for this issue is 11292418402

I look forward to your reply.

Kind regards,

Konstantinos

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Hello Sellers,

We’re facing an issue with our Amazon UK account verification. The verification failed because Amazon is asking for a Certified Bank Letter for the Primary Beneficial Owner.

We contacted our bank, but they informed us that they do not provide any such document. Due to this, our UK selling privileges are currently on hold.

We also reached out to Amazon support and asked if we could submit an AD Code or IEC Certificate, but they said these are not acceptable.

Has anyone else faced this issue recently? If yes, what document did you submit that worked in place of the certified bank letter? Any help or guidance on the next steps would be really appreciated.

Thanks in advance!

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