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I am looking for some help please from the Mods regarding an issue Seller support cannot understand and are not helping at all.

We sell Sunglasses and eyewear and we pay extra to include a carry pouch and cleaning cloth with every set, because customers want this, it helps improve the life span of the item, allows for cleaning and prevents damage.

Around 2 years ago we changed some images to show this and the accessories as they are fundamental to the product and for the customer buying experience. We spoke with Amazon who confirmed this was completely acceptable, but there should be no swing tags or product packagaing.

Completely fair and understandable. Fast forward to now, we have put some images on and they have instantly been supressed.

It is because the system thinks that the pouch is a swing tag. I totally get that with the drawstring. Previously we were told to get the catalog team to check this and then overide it as it was not correct. So it should be really simple.

However, seller support are not helpful in this. We have gone from, oh its a swing tag, which its not and we proved, to its packaging, which its not and we proved. To your not allowed to put accessories on the image, which again according to Amazons own terms and conditions is completely wrong. To "do not show accessories or any props that ARE NOT included with the purchase., which is not relevent as THEY ARE included.

I understand no tags, and no packaging and not including props or images of things not included, as that would confuse the customer, but my images are very compliant and more than that they inform the buyer. If someone is looking for a set of glasses and two are side by side and the customer wants on with a pre ready protective pouch and cleaning cloth, then they should be able to see that item and select it.

But seller support seem to be quoting random bits of the policy which are not even relevent, its going around and around and around the case ID is 11153215832.

1, the system flagged the item as maybe having packaging or swing tags on it. We have confirmed as you can see that the product packagaing is a clear transparent bag with our logo and details on. The swing tag for the product has our details on ans ISO 12312.1 safety information. Neither of these are shown on the image, so this is not relevent

2, You have provided this link to image guidelines, as I am telling you a carry case in this case and cleaning cloth is an important product feature as it protects the product from damages and allows cleaning, customers actively search for this. Your own guidelines catagorically state this is ok.

3, For the next paragraph you quoted, it says "do not show accessories or any props that ARE NOT included with the purchase." Makes complete sense as you do not want a customer buying a set of sunglasses and expect a pouch and cloth. However, as you can clearly see every single set has this. So they are included, as such this paragraph is not relevent

4, It then says the following, as such you can clearly see that where accessories are included they should be included in the image.

"Only show one unit of the product and any accessories that are included in the purchase. For multipacks or assortments, read further guidance in the Product category section below.

Don’t show accessories or any props that aren’t included with purchase and might confuse the customer."

5, "Don’t include packaging, unless it’s an important product feature, for example, a carrying case or gift basket may be included."

https://sellercentraleurope.amazon.com/help/hub/reference/G1881mons_sel_mkid=amzn1.mp.o.A1F83G8C2ARO7P&mons_sel_dir_mcid=amzn1.merchant.d.ACPJBQ35I4ZAOXBUOVF3ZIEA6Q7Q&mons_sel_dir_paid=amzn1.pa.d.ADUNAFDM4ETMWHPGJQR2G2BIURMA&ignore_selection_changed=true

It is highly relevent and important to customers to be able to see the full item they are purchasing. If you were to buy a Karcher K19 power washer and I was selling it with a snow foam and extra powerful nose attachement, you would expect to see them in the image wouldnt you ? as they are highly relevent to the product.

In the same way, if I had a Karcher and was selling it with a lovely handy travel case, you would expect to see that on the image also. Or if I was selling a mobile phone carry case, tempered glass screen protector, you would expect it to have those on the image as they are incldued.

Mnay people actively search for Reading glasses with pouch, or sunglasses with pouch and cleaning cloth and I know from previous conversations that this is absolutely fine and fully compliant, but I am getting nowehere with the current seller support so any help is greatly appreciated

@Seller_mIRnuhdx7l5sN@Seller_XUNeUuvrQDpgP@Seller_TSXM2A5nxWSuH@Seller_Huz6FT08OxHAR@Seller_Udi0JNbTrsmUV

hey anyone has this issue in past? our account it has been verified for a year without any problems, moment we start sending loads of stock to fba, with good sales coming up , we have to submit document to get verification sorted again, now since 25th may we deactivated pending verification - with large sum of sitting in account £, stock stuck in fba and killing our cash flow as we can withdraw any money and we had vat bills coming up anyone had similar issue in past? any idea how to speed this up ?

HI, I had an A-to-z Guarantee claim this morning. For no reason. Buyer never contacted me asking for a refund or a replacement. So it Just happened out of the Blue for some reason.

It said on my account health page because of the A-to-z Guarantee Claim "Your seller-fulfilled offers are at risk of deactivation"

Although Luckily there was "No Negative Feedback on my profile store front"

This "A-to-Z Guarantee Claim" Has had a massive effect my Amazon Seller Account Health. I have been doing ever so well in the last past couple of weeks until this one has happened. Now Amazon Refunded The Buyer without proper investigating it before hand' and Now I lost out. I am not happy at all. Can anyone help me to resolve the issue in this matter.

Hi,

I'm hoping someone can help. A customer requested to return an item on 2nd May saying it was damaged. The return was automatically accepted. It has been 30 days and still not received the item back and there is no tracking for me to track where it is.

I contacted customer support and all they said was track the item, if is has been lost then refund the customer and make a claim. I told them there is no tracking for me to track the return and the customer is not responding to my messages.

What should i do? Should i just cancel the return as it's been over 30 days and i can't keep waiting.

Hi All,

My account has been deactivated with additional documentation required as per email (dd. 18 April 2025) from Amazon below. On April 19, 2025, I have provided documents from category 1 as my businss is not established in UK for VAT Purposes so I am not able to provide documents from category 2 and 3. I have opened an internal review to request what exactly I can deliver. After almost 1 month, Amazon resent me the below email with the similar content on April 25, 2025. Not possible to call Amazon as my account on Individual selling plan. Please advise what to do. Amazon does not react to my emails.

Amazon email below

Quote

Hello,

We’d like to inform you that your account requires additional verification.

We have noticed that the address provided in your Seller Central account or in the documents provided is used by a number of different companies as their registered address, hence, does not meet our establishment requirements.

As a result, your listings have been deactivated and your funds have been withheld in EU and UK marketplaces, while we work with you to confirm the actual address from which you operate your business. This is where you and your employees are physically present.

We have taken this decision in accordance with our Funds Disbursement Eligibility policy: https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6

What actions do I need to take?

To reactivate your listings and disbursements, send the following three documents to vatsubmit@amazon.com:

1. A recent commercial invoice or utility bill issued to your operating business address. The utility bill can be a gas, water, electricity, TV, internet, mobile phone, or landline and must be dated within the last 180 days.

2. The last 3 VAT filings submitted to UK HMRC as downloaded from HMRC Online. These 3 VAT filings also must include the submission receipt reference.

3. Copies of your bank statements showing the corresponding payments or refunds to HMRC.

What happens if I do not take any action?

If you do not provide the required information, your listings and the ability to disburse funds will remain deactivated.

We’re here to help

If you have any questions, contact us at https://sellercentral-europe.amazon.com/help/hub/support

Sincerely,

Amazon Europe

Unquote

I sent stock into FBA over a month ago—basic adult baseball caps in 9 different styles. After noticing that the FBA fees seemed unusually high, I submitted a remeasurement request on May 13 for all 9 styles.

Since I didn’t receive a response, I followed up with support. Eventually, measurements were returned, but they’re clearly inaccurate and make no sense: every item was listed as 50 cm x 30 cm and weighing 0.5 kg. These figures are completely unrealistic for a baseball cap and strongly suggest the items were not properly measured.

Typically, Amazon provides precise measurements (e.g., 25.3 cm), not rounded figures like 50.00 cm across the board. These dimensions are closer to cabin luggage than headwear, and they dramatically inflate the FBA fees.

I’ve reopened all related cases and increased the price of the items temporarily to prevent them from selling, but I’m very concerned there’s something seriously wrong—or even potentially dishonest—happening within the remeasurement process.

Despite multiple follow-ups, I’ve still received no real response. I would appreciate any insight or support from others who’ve encountered this, or advice on how best to escalate this to a team that will actually investigate.

Hello

I was trying to list my first product on Amazon, but always got this Error message after the first page (Blank form type new Listing). Can anyone help?

Hi,

I spent all of yesterday adding A+ content to my listings, I originally just had 1 module for most listings but decided to bulk my listings out with some extra modules (4/5 per listing) with helpful info and images.

I submitted my new modules for approval last night and today they all seem to have gone missing not only from the listings but also the editor, It's like I never made anything.

I understand it can take a while for things to be approved and then a bit extra for them to be published to the applied ASIN's, but in this case some of them are already classed as 'approved' and even 'published' but missing all the work I did last yesterday.

Does anyone have any idea what may have happened or if this is normal? I'm willing to give it another try but since I have no idea what went wrong, nor have i received any emails to say anything was unapproved or incorrect, I am not sure how I avoid this same thing happening again.. It was across 5 or 6 listings all submitted across a whole day, so not a case of a simple mis-click or loss of conection etc..

Thanks

I'm just wondering if anyone else has expanded to the Ireland store as FBM?

I sell cheap items and ship most items 2nd Class Large.

Pros? Cons? Curious to hear other people's experiences?

Thanks.