Good Morning

Can someone please help or advise by any form of communication as this is a worrying and stressful period with no answer or resolution or feedback to help resolve the below matter.

We have been selling on Amazon marketplace for 15 years and never encountered this issue. I have attached below the current status.Amazon.Com are currently holding $28k of our Sales returns and is growing day by day that I need to pay wages/restocks for the coming months in Account Level reserve.

On top of that Amazon have taken their fees straight away . Plus we pay to sell on Amazon.....We havent received a payment in nearly 30 days.I have opened 2 Cases that no one has responded to 14656405001 / 14656020571 it just says status Transferred , these were marked Urgent for within 12 hour response and nearly 72 hours later not one spark of communication from anyone.

I called account health and i was on hold for 2 hours, nothing not even answered even the classical music on hold expired , to which i gave up.Under the guidelines and help pages it stated that this reserve is held for Chargebacks , A-Z Guarantees or Reviews in sales.My response to that is as follows:

There is no massive increase in sales yes it’s increased a bit year on year but that’s due to working double harder and we are not a new seller, plus COVID hit us hard and we are still trying to recover plus limitations last year with Stock Limits. Its just been Q4 we all try to grow sales in that period.

We do not do FBM and haven’t for nearly 18 months so no need for chargeback / refunds .We have no a-Z issues . 

Account health is 748 which is green and good according to the Account Health dashboard.If I didn't respond to my customers on Amazon , Seller Support would penalise my account and give me a strike on my account health page. I need a response as to why this has happened so I can rectify it and make sure this doesnt happen again.I can’t even respond as I have no clue why this has happened , it’s been running smoothly for 15 years .

This is an absolute mess of customer service to sellers like myself and appalling seller response service .

I used to hold Amazon to the highest esteem in that regard.This needs escalating, my case and others and a new re-evaluating period for this process or even a review of the process in general to make it clear , concise and not leaving sellers in the dark.I’m all for customer centric service i signed up to Amazon all those years ago for this reason but Sellers need customer service centric solutions as well .

 I’m also all for holding some of my money back for relevant sku;s that may be affected but I see none in this regard ,but not all of my money as this is damaging .You have my verified bank details which hasnt changed in 15 years and card numbers if need be On top of that sales are still being processed every day and with 16k units in FBA storage and 5000 in AWD storage ready for further sales these are being added to the reserve limit. What is the maximum limit will i get paid for my sales and hard work?I’m not going anywhere .Please help , Amazon seller support , Payments Team , Disbursement teams anyone...or escalate so I can receive answers and maintain my business . Regards