Hi Amazon forum moderators , I am reaching out to you for urgent help please

I updated my business address 2 months ago because i moved warehouse in the UK. This triggered account re-verification. There are 2 beneficial owners for our Amazon business. We are at the last step of the re-verification process.

For one of the beneficial owners, their Chinese passport had expired and they got a new one. As per the re-verification process, the new passport number and expiry date was entered. It took Amazon almost 2 months to review the information to say it didn’t align. When we opened the Amazon account 4 years ago, we entered UK as the country of citizenship and used the Chinese Passport as ID, as the beneficial owner has been living in the UK permanently since 1999, and paying UK taxes and National Insurance. We could have chosen to use the UK driving licence as ID, but the passport was used instead.

Now during the re-verification process, this got rejected due to UK being the country of citizen as it did not align with the Chinese Passport. When we changed the country to citizenship to the China, it does not let you enter the passport ID, the system asks for the Chinese card ID. The beneficial owner has been living in the UK permanently for 25 years. Even if we entered the Chinese ID , the system does not give you the option to upload the new documentation, so it will get rejected by Amazon when it gets reviewed as amazon only holds the passport information which we uploaded 2 months ago.

The system is not allowing us to continue and seller support advised us to raise a case to ask the verification team to reset this information so that the UK driving licence can be entered instead. The issue is the clock is counting down as we only have a few days to complete the verification process out of the 60 days that Amazon says we have, and I am extremely concerned we are unable to talk to the verification team about this to explain the situation

It took the verification team almost 2 months to review the document. I have also sent an email to ap-seller-verification-enquiry@amazon.co.uk on 02/04/24 and have not received a reply. I do not know if they have received it, or looking at it or when it will be reviewed and the days Amazon has given us is almost up. We want to complete verification but due to the way the system is designed.

I have also raised a case with seller support to explain all of this and they said they have raised a case on my behalf and transferred the case to the internal team. I am unable to see the case notes which seller support created to confirm everything has been summarised.

@amazon forum moderators, please can you help me as I want to get this resolved before the 60 days is up

Thank you