Account Level Reserve not inline with Amazon's Policies
We've been selling on Amazon for over 10 years and we never had an Account level reserve until 2022. This happened after we were out of stock for one year due to COVID supply chain issues. Since being back in stock, we've had a large proportion of our sales held in account level reserve despite NO A-Z claims, our account health is in good condition with no order defects, chargebacks, etc.
This has been going on for years now. We recently started advertising on Amazon and our large account level reserve is prohibiting our growth. We might have to stop advertising given the financial strains this is placing the business.
In our most recent settlement period (8/16/24 - 8/30/24) 54% of gross sales are being held in reserve. Our actual payout for this pay period is less than the opening balance (the previous period's account level reserve carried over).
We've opened several cases over the years with no resolution. In 2023 a rep told us to contact payments-funds@amazon.com because Seller Support could not address account level reserve issues. We reached out to them on 3/9/23 and again that May with no response. Our most recent case is Case ID: 15934487211.
Our account has NO A-Z claims and our account health is in good condition with no order defects, chargebacks, etc in the last 365 days.
Has anyone had a similar experience or know what is happening? Our account health has always been good with very low return/defect rates.
Account Level Reserve not inline with Amazon's Policies
We've been selling on Amazon for over 10 years and we never had an Account level reserve until 2022. This happened after we were out of stock for one year due to COVID supply chain issues. Since being back in stock, we've had a large proportion of our sales held in account level reserve despite NO A-Z claims, our account health is in good condition with no order defects, chargebacks, etc.
This has been going on for years now. We recently started advertising on Amazon and our large account level reserve is prohibiting our growth. We might have to stop advertising given the financial strains this is placing the business.
In our most recent settlement period (8/16/24 - 8/30/24) 54% of gross sales are being held in reserve. Our actual payout for this pay period is less than the opening balance (the previous period's account level reserve carried over).
We've opened several cases over the years with no resolution. In 2023 a rep told us to contact payments-funds@amazon.com because Seller Support could not address account level reserve issues. We reached out to them on 3/9/23 and again that May with no response. Our most recent case is Case ID: 15934487211.
Our account has NO A-Z claims and our account health is in good condition with no order defects, chargebacks, etc in the last 365 days.
Has anyone had a similar experience or know what is happening? Our account health has always been good with very low return/defect rates.
45 replies
Micah_Amazon
Hello @Seller_XnVWVBO1bEIHV,
Thank you for posting your inquiry into Forums. My apologies on the frustration with the reserves. I will go ahead and review the case Id provided.
Thank you for your continued patience as we look to resolve this.
Cheers,
Micah
Micah_Amazon
Hello @Seller_XnVWVBO1bEIHV,
Thanks again for your patience. This case has been successfgully escalated to our internal teams for review.
Thanks again for posting in Forums. Have a great day.
Cheers,
Micah
Seller_d2WMpPKISVoDz
Did you figure out why? We have about 90% of previous months fees held in reserve or carry forward balance with a healthy account and based off our seller history in the last 5 years never had anything close to even 10% of charge backs, refund or other issues to hold that amount. I do see value in having a in reserve but the amount the are holding is outrageous. Every class is said to be to a department that doesn't take direct inquiries. They said they forward it and close the case. No one has ever explain or contacted me with any sorts of answers. Is it normal for Amazon to take 90% of previous months fees in reserve for upcoming month. The more we sell the more they hold it is killing our cash flow.
Any information or insight would be greatly appreciated.
