New Seller Account Deactivated
I literally just set up my seller account as a sole seller and my ID and bank statement were verified and I received a welcome email and then within 30 mins my account was suspended. An email from Amazon requested a utility bill and business licence (if applicable) and directed me to my account health for upload instructions. However, there are no upload instructions. Where do I enter this information?
Gerry
New Seller Account Deactivated
I literally just set up my seller account as a sole seller and my ID and bank statement were verified and I received a welcome email and then within 30 mins my account was suspended. An email from Amazon requested a utility bill and business licence (if applicable) and directed me to my account health for upload instructions. However, there are no upload instructions. Where do I enter this information?
Gerry
66 replies
Seller_PUgTge8LPB8FY
When you say “sole seller”, do you mean “sole trader”? There’s a distinction.
Seller_GUKLF4DBAQluA
Here is the email:
Your Amazon seller account has been deactivated in accordance with section 3 of the Amazon Services Europe Business Solutions Agreement. Your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address this issue. Ship any open orders to avoid further impact to your account.
Why is this happening?
We have taken this measure because we need additional documentation to verify your identity. For more information, review the Amazon Services Europe Business Solutions Agreement.
How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and provide the following documents in PDF, PNG, JPEG, or GIF format. The documents must be legible, authentic, and unaltered and contain the required information. We do not accept screenshots. The name and address on the document must match the information entered in Seller Central.
A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible.
A business license if applicable.
Ensure that the provided documents are in one of the supported languages. Supported languages include Arabic, simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, 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.
How do I send the required information?
To submit this information, follow the instructions in the banner at the top of the Account Health page in Seller Central.
Has your account been deactivated in error?
If you believe that there has been an error, submit an explanation following the instructions in the banner at the top of the Account Health page in Seller Central.
What happens if I do not send the requested information?
You have 90 days after receiving this notification to either provide a valid appeal or choose not to appeal. After that time, you may contact payments-investigate@amazon.co.uk to request a funds disbursement. We will conduct a separate investigation to evaluate your account. The policies we put in place are to protect our customers and selling partners. If we find that you have engaged in deceptive, fraudulent, or illegal activity, or have abused our systems or repeatedly violated our policies, we may withhold some or all funds in your account in accordance with the Funds withholding policy.
We’re here to help
If you have questions about our policies or the required information, contact Selling Partner Support.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about these topics, send an email to payments-investigate@amazon.co.uk.
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.
This page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Seller_GUKLF4DBAQluA
No just a message saying your account has been deactivated and then a ‘view appeal’ button and when I clock on that it take me to a screen saying
Reactivate your account
Things you can do
Monitor the performance of your account on Account Health.
Check Performance Notifications for more information on your submission.
But there is nothing in account health and performance notifications just takes me back to the same ‘view appeal’ page
Seller_GUKLF4DBAQluA
Yes it all looks fine. most sections say N/A as I have no listings or defects or anything yet and account health says good, delivery performance is n/a, product compliance request - 0,
Seller_GUKLF4DBAQluA
Thank you, I will try contacting them
Seller_GUKLF4DBAQluA
This is crazy, there are no options in help other than one (because the account is suspended) and when I message that I get a message back saying it is not the right channel and sending me back round in circles asking me to submit additional information under appeal but there is no such link / option
Seller_DROodOAYHftnc
I have replied to you on your other thread
@Jessica duplicate thread.
Seller_GUKLF4DBAQluA
I don’t want to take over the other persons thread. I was only commenting to say the same happened to me. I seem to be stuck in a situation where I can’t upload information or contact Amazon through the help button. I can’t imagine this is ‘normal’.
Seller_StUq1Kke2yC4l
try Setting >Account Info > Business information
Anything there highlighted? If not look in each subsection there, you will find where it will ask you for documents to upload.
Seller_GUKLF4DBAQluA
No it says “successfully submitted all mandatory fields”. A link has now appeared in the account health allowing me to upload additional documentation. It asked for a Utility Bill or Business Licence so I submitted a utility bill but Amazon have come back saying they can’t verify the document and requesting the same information again.
I am now wondering if the issue if that I am a sole proprietor/trader and as well as my UTR they want to see my business name on documentation but as a sole trader everything is in my name. Any ideas what they would accept - tax return? domain name registration?
