Video call for account verification
Hello, we were told that we had to participate in a video call to verify our account and inventory, and that we would not be able to receive payment and create FBA shipments until our account was verified. We participated in the video call on 10.9.2024 and submitted all the requested documents in the video call. After the video call, the email I have attached was sent to us and we submitted the relevant documents in response to this email.
After sending the relevant documents, when we woke up in the morning, we saw that the transfer of the balance in our account had been initiated. In other words, when the restriction email first arrived, we would not be paid, but after the call, the payment started. However, our ability to create FBA shipments has still not been opened. As a company, we have submitted all our valid documents, our products are very popular and have achieved serious sales volume, but since we cannot send new stocks right now, we are about to be out of stock.
We request that the authorities review the situation as soon as possible and allow us to create FBA shipments. We have completed the video call and started receiving payments, but we still cannot create FBA shipments. It is inexplicable that we are out of stock due to a technical error, especially during this period when sales are so high.
12 replies
Seller_rgLjNznzDzWwh
We need help from customer support for reactivate our account FBA Shipment Ability
Emet_Amazon
Hello @Seller_rgLjNznzDzWwh,
Thank you for posting your concerns with your account.
Hello, we were told that we had to participate in a video call to verify our account and inventory, and that we would not be able to receive payment and create FBA shipments until our account was verified. We participated in the video call on 10.9.2024 and submitted all the requested documents in the video call. After the video call, the email I have attached was sent to us and we submitted the relevant documents in response to this email.
After sending the relevant documents, when we woke up in the morning, we saw that the transfer of the balance in our account had been initiated. In other words, when the restriction email first arrived, we would not be paid, but after the call, the payment started. However, our ability to create FBA shipments has still not been opened. As a company, we have submitted all our valid documents, our products are very popular and have achieved serious sales volume, but since we cannot send new stocks right now, we are about to be out of stock.
Upon communicating with the appropriate teams, they were able to confirm that no additional documentation were provided post 10/9/24 as requested. I would advise verifying that you have emailed the requested information to the inbound-appeals@amazon.com to confirm they received this information.
Even if it was previously provided, at this time they are requiring that it be provided to complete the review. Once you have sent in your documentation, I would suggest following up here with the date so I can monitor the situation a bit closer and ensure communication or action taken on the situation is provided.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_rgLjNznzDzWwh,
Thank you for following up on the situation,
I have followed up with the appropriate teams and confirmed that your call me now feature is working and had recently spoke with the account health support team by phone. Additionally, the review teams involved with these situations do not provide any reasons for their decisions, their review process is confidential thus the general responses you're receiving.
Our review team had confirmed you attended a video call that was not successful and as a result the account will remain deactivated at this time. You still have a path to dispute this by offering supporting evidence of compliance, but do be aware that they may not respond any further at this point.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_rgLjNznzDzWwh,
Thank you for following up on the situation.
As previously stated, our review teams have confirmed that your original video call was not successful. Due to the nature of these concerns your account will remain deactivated. You are welcome as stated to provide new information to dispute their decision, but this is not guaranteed, nor do we guarantee you will receive any additional communication at this time until we receive information that meets our requirements or alleviates said concerns raised from the failed video call. At this time I cannot provide any additional information or guidance in this space surrounding your situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
