INFORM Act - Address Change LANDMINE
I am beyond upset at this point. Please bear with me while I try to coherently explain what has happened with our account so that no one else has to be down for 16+ days and counting with no resolution in sight.
The INFORM Act information was supposedly due April 30th; we were in compliance with the laws and green check marks all around. Our reverification date of account information wasn't until June 23rd 2024.
On May 2nd, I changed our business address and stepped on a complete landmine. My account was immediately deactivated, and I was told I needed to wait for a postcard in the mail—all because I updated the address between those two dates.
Otherwise, outside of this window of two dates, it *should* have allowed me the 10-day grace period to enter a new verification code sent to my new address without having the entire account deactivated.
Ultimately the estimated date of postcard delivery came and went. The card showed it was dispatched but never in transit, even after the estimated delivery date. Account Support stated I needed to request a new postcard, and CONFIRMED that if the initial postcard turned up the code would not be invalid, that the new postcard would have the same code...
Well the initial card turned up and the code is invalid. I now have to wait another undetermined amount of time to get the next card. No one on the Account Support team will accept a video call or enter the code on our behalf.
They have no ability to escalate this issue. I'm now told to wait 36-48 hours for someone to respond to a ticket. It's infuriating the confidence Account Support had to tell me to order a new card and that the codes would match.
Our account has been deactivated for 16 days now. Thousands of dollars of earnings for Amazon lost. It's beyond me that they wouldn't FedEx these letters next-day, nor have a pathway to reactivate the account. All of my Amazon POCs are completely lost on the topic.
Sharing all this so hopefully, someone else avoids the landmine and avoids being down for so long. My suggestion, just WAIT for that card.
Good luck out there. If anyone knows of a POC that can help with this specific issue, I would be extremely grateful for their help.
INFORM Act - Address Change LANDMINE
I am beyond upset at this point. Please bear with me while I try to coherently explain what has happened with our account so that no one else has to be down for 16+ days and counting with no resolution in sight.
The INFORM Act information was supposedly due April 30th; we were in compliance with the laws and green check marks all around. Our reverification date of account information wasn't until June 23rd 2024.
On May 2nd, I changed our business address and stepped on a complete landmine. My account was immediately deactivated, and I was told I needed to wait for a postcard in the mail—all because I updated the address between those two dates.
Otherwise, outside of this window of two dates, it *should* have allowed me the 10-day grace period to enter a new verification code sent to my new address without having the entire account deactivated.
Ultimately the estimated date of postcard delivery came and went. The card showed it was dispatched but never in transit, even after the estimated delivery date. Account Support stated I needed to request a new postcard, and CONFIRMED that if the initial postcard turned up the code would not be invalid, that the new postcard would have the same code...
Well the initial card turned up and the code is invalid. I now have to wait another undetermined amount of time to get the next card. No one on the Account Support team will accept a video call or enter the code on our behalf.
They have no ability to escalate this issue. I'm now told to wait 36-48 hours for someone to respond to a ticket. It's infuriating the confidence Account Support had to tell me to order a new card and that the codes would match.
Our account has been deactivated for 16 days now. Thousands of dollars of earnings for Amazon lost. It's beyond me that they wouldn't FedEx these letters next-day, nor have a pathway to reactivate the account. All of my Amazon POCs are completely lost on the topic.
Sharing all this so hopefully, someone else avoids the landmine and avoids being down for so long. My suggestion, just WAIT for that card.
Good luck out there. If anyone knows of a POC that can help with this specific issue, I would be extremely grateful for their help.
0 replies
Stevie_Amazon
Hey there @Seller_HNb3DKeU0CljX,
Thank you for utilizing the Seller Forums.
I understand you have concerns regarding the INFORM Consumers Act process for annual certification.
I would like to ensure I am understanding this correctly- did you receive a previous notification stating that you needed to complete the compliance requirements prior to April 30th?
Well the initial card turned up and the code is invalid. I now have to wait another undetermined amount of time to get the next card. No one on the Account Support team will accept a video call or enter the code on our behalf.
They have no ability to escalate this issue. I'm now told to wait 36-48 hours for someone to respond to a ticket. It's infuriating the confidence Account Support had to tell me to order a new card and that the codes would match.
I can understand how frustrating this is and it is important to me that your information is clearly communicated to the correct team. I will forward the information surrounding your scenario and I would like to request you provide any further relevant case IDs, notifications you have received, or anything else pertinent to your situation here.
I look forward to supporting you here,
Stevie.
Seller_2A86DhMGGifh1
Thanks for the heads up! This caught my attention because I was planning to update my business address in account info this week to satisfy the US INFORM act req. Then click 'proceed' to get that verification code in the mail.
----> "My suggestion, just WAIT for that card."
But if you wait for them to just send it (without prompting it to be sent), they would end up sending it to your old address?
Not sure I am understanding, but I'm definitely being cautious after reading your post!
Seller_crHiR57kkteUT
I'm taking your suggestion to just keep waiting for the card. It was supposed to arrive by May 18 and its the 21st now. I am really concerned about requesting a new card based on your experience. It says "dispatched" and I don't want to request another card further delaying the confirmation code.
My situation is a little different because I confirmed all the INFORM Act information and then changed my address after confirming the old address as correct so I wasn't immediately deactivated but every day I am concerned that I will be deactivated because the card hasn't arrived.
Seller_p8DgF7zAESNUZ
My ICA was finalized and everything good last year when this all started. Then 4 weeks later they "unverified" my phone number. After weeks of going back and forth with amazon over it with no resolution, they deactivated my account. Within an hour of deactivation, my phone number showed as "verified". I was down for 4 more days. I spent every dime I had getting back all my lost algorithm from just 4 days down. To boot, when my account came back up, their system destroyed two of my best selling listings and both have never recovered. One hasn't had a single sale since. The other is still down 70-80% since.
It's not good news, but you're not alone. I hope you have better luck once you're back up than I had.
Seller_IUhBk4EzVGwV0
I am having a very similar issue, can you help me too please? it shows dispatched since 15 days ago or more, and not in transit, they escalated the case now but no replies still....
we are a multi million dollar account. You may verify that please. we dont know what else to do.
@Stevie_Amazon
Seller_lzQU3KDmuMiqG
You need an Amazon consultant to help you avoid these landmines, please reach out
