Found related to another account... Suspended
Looking for some guidance.
As per the title: Amazon has suspended my account because they have found it to be related to another account.
To be clear, I have no affiliation, connection or link with any other business or Amazon account. I had never even heard of the other business before Amazon informed me they had suspended my account.
I did use the services of a company to help me set-up the account etc when originally starting out. However I have not used their services since Sept’ 21.
Using the Amazon portal I submitted the invoices from this business through the time period that I used them with a paragraph explaining the situation. This has been rejected on the basis that there was not enough information. I do not have any other documentation from this company so am unsure what I can do.
I did email Amazon support but they clearly read the first line of the message and provided a copy and pasted response and not wishing to go on the Amazon merry go round of emails not being read and having the same response pasted back to me I am reaching out here to see if anyone has any suggestions?
I have reached out to the original company that helped set up the account but am reticent to use their services because I have been happily running the account without them and do not want the added expense.
So, if anyone has any way to help I would be very appreciative.
Found related to another account... Suspended
Looking for some guidance.
As per the title: Amazon has suspended my account because they have found it to be related to another account.
To be clear, I have no affiliation, connection or link with any other business or Amazon account. I had never even heard of the other business before Amazon informed me they had suspended my account.
I did use the services of a company to help me set-up the account etc when originally starting out. However I have not used their services since Sept’ 21.
Using the Amazon portal I submitted the invoices from this business through the time period that I used them with a paragraph explaining the situation. This has been rejected on the basis that there was not enough information. I do not have any other documentation from this company so am unsure what I can do.
I did email Amazon support but they clearly read the first line of the message and provided a copy and pasted response and not wishing to go on the Amazon merry go round of emails not being read and having the same response pasted back to me I am reaching out here to see if anyone has any suggestions?
I have reached out to the original company that helped set up the account but am reticent to use their services because I have been happily running the account without them and do not want the added expense.
So, if anyone has any way to help I would be very appreciative.
Seller_77IcbQKVGdZo0
I think you need a bit of explanation around it. Here is what I would do
My account has been linked with Peg Whisky and as a result of this link my account has been deactivated. After investigation this was due to a third party [Insert Company Name] who had access as a secondary user who we contracted to help us with our Amazon account.
We terminated our contract with [Insert Company Name] on [Date]. We attach evidence of the termination of this contract in the attached document [document name]. We also attach a letter [document name] from [Insert Company Name] to confirm that there is no active contract between us.
We are therefore only linked to Peg Whisky through [Insert Company Name]. As there is no active contract with [Insert Company Name] then there is no current link and therefore we are not in violation of Amazon policies. Please restore our account with immediate effect.
I have assumed in the above you will get a letter from the company to say that you no longer use their services. Also check all of your user permissions first to make sure that you have removed them as an active user as this could catch you out. Also obviously change anything that doesn’t apply and I have got wrong!
Also if this fails do look at mediation. You have to commit to paying a couple of hundred pounds but mostly it gets sorted before you get that far if there is no active link.
You are lucky in this instance you have identified the link many sellers struggle to do this so you have won half the battle already. The other half is to get Amazon to restore your account based on the evidence you are not linked.
Good luck and hope it works out for you.
45 replies
Seller_fTHw0bbzSUL9L
And on the basis that it’s completely within the rules to have multiple (and hence by definition connected) accounts for legitimate reasons. Theoretically, it should be possible to login as the primary user of multiple accounts from the same pc, address, ip, etc. without issue, provided all remain in good standing.
Can you tell if the other account is deactivated/suspended?
Seller_pKdF0dnvoraDu
Hello @Arcanist_Rum,
This is Virgil from Amazon, here to assist.
Based on your post, we understand that you need assistance in reactivating your account, that was found to be related/linked to another account.
Selling partners are considered to have multiple or related accounts when they own, operate, are involved with or have access to more than one Amazon selling account. Selling partners who have a legitimate business need to operate multiple accounts, can do so.
For more information, please visit Understanding Multiple Account Policy, and Addressing Multiple Account Policy Violations.
We would highly recommend you to prepare a contract termination agreement, by working with the company who helped you, and Peg Whisky set up the accounts respectively.
Furthermore, in order to take a closer look at your issue, kindly share the screenshot of the original deactivation performance notification, and the notification received after appealing the deactivation.
Thank you @The_Little_Shop for your helpful inputs.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Best Regards,
Virgil.
Seller_fTHw0bbzSUL9L
One has to wonder why a contract termination agreement from a third-party service party provider is required.
If the case is as has been presented, and the link to the other account (which I presume must have an account health issue to trigger the problem) has been made via a service provider which only had secondary user access, then many hundreds of thousands of accounts are in the same perilous position.
Seller_jh6mq1SEaywiA
Finally, just spent 2 hours trying to login. For some reason every time I would login then hit reply it would take me back to the login screen. Highly frustrating.
I appreciate everyone’s replies and attempts to help.
As requested please see the following screenshots.
@Virgil_Amazon as mentioned, I have reached out to the company that I originally hired to help me but it is a bank holiday weekend in the UK so will likely not hear back from them till Tuesday at the earliest and I do not know if they did or did not even work for Peg Whisky. I am just assuming they must have.
If they did, the only documents I have from them are invoices as I notified them via email that I would no longer require their services.
My business is registered at my accountants address but Peg Whisky, after googling, look to be trading from Yorkshire which is the other end of the country to me here in Kent so seems highly unlikely they are also registered there which would contravene Amazons rules.
Seller_fTHw0bbzSUL9L
Is the “This includes but is not limited to any authorized or unauthorized relationship through a third-party company…” new standard wording?
Seller_jh6mq1SEaywiA
@Virgil_Amazon unfortunately the information was again rejected this morning.
I really do not know what else to do. This is why it is so important the burden of proof is not on the accused, because it is not possible to prove a negative.
Seller_jh6mq1SEaywiA
Again, seems to be an identical email.
I have since had confirmation that the company used did represent Peg Whisky.
I have uploaded invoices and an email of termination of services to Amazon but they are still saying they do not have enough information, therefore I am really unsure what else I can provide…
Seller_7VbclcPFFRTnc
Try asking them for a letter confirming they worked for you both but no longer act for you and that they were the only link between the 2 businesses
Ask them if they represented anyone else too and if their accounts are suspended
Seller_jh6mq1SEaywiA
I have requested the document from the company but in the meantime I have:
Uploaded the articles of association for my business and for theirs showing that I am a company director for my business but not for them.
I also uploaded the latest financial statements for each company showing that I am only listed on my own company.
I also pointed out the very different geographical location and that we use different accountants.
Really not sure what else I can do, if I have proven that I am only a director of my business and not theirs what else is their to prove?
Seller_77IcbQKVGdZo0
That should be enough can you share the appeal you have given to Amazon removing any sensitive information. People can then take a look at it and suggest rewording to make Amazon understand.
Previously other sellers have reported that mediation gets accounts restored in this type of instance.
Seller_jh6mq1SEaywiA
Hi @Smiley_Guy
When I attached the termination email I wrote this:
Please find attached the email terminating the services of the company used
to aid with my Amazon listing.
At that time I did not now for certain that they had also represented Peg Whisky so was not able to reference that in the message.
If you have any suggestions on what to say to remedy the situation they would be gratefully received.
Seller_77IcbQKVGdZo0
I think you need a bit of explanation around it. Here is what I would do
My account has been linked with Peg Whisky and as a result of this link my account has been deactivated. After investigation this was due to a third party [Insert Company Name] who had access as a secondary user who we contracted to help us with our Amazon account.
We terminated our contract with [Insert Company Name] on [Date]. We attach evidence of the termination of this contract in the attached document [document name]. We also attach a letter [document name] from [Insert Company Name] to confirm that there is no active contract between us.
We are therefore only linked to Peg Whisky through [Insert Company Name]. As there is no active contract with [Insert Company Name] then there is no current link and therefore we are not in violation of Amazon policies. Please restore our account with immediate effect.
I have assumed in the above you will get a letter from the company to say that you no longer use their services. Also check all of your user permissions first to make sure that you have removed them as an active user as this could catch you out. Also obviously change anything that doesn’t apply and I have got wrong!
Also if this fails do look at mediation. You have to commit to paying a couple of hundred pounds but mostly it gets sorted before you get that far if there is no active link.
You are lucky in this instance you have identified the link many sellers struggle to do this so you have won half the battle already. The other half is to get Amazon to restore your account based on the evidence you are not linked.
Good luck and hope it works out for you.
Seller_jh6mq1SEaywiA
Thank you @Smiley_Guy I really appreciate the template there! I have submitted it filled out with the pieces of evidence so fingers crossed this is the resolution and I can get back to selling!!!
Abella_Amazon
Hello @Arcanist_Rum,
My name is Abella and I am a representative from Amazon. I am here to provide you with further information regarding your inquiries.
Upon reviewing your previous message, I have come to understand that your appeal for a suspended account has been denied. This is due to the fact that the account in question is associated with another account that has violated one of our policies.
I would like to thank @The_Little_Shop @JillyB1 @Smiley_Guy @Demel for their assistance and valuable inputs.
The document needs to fulfill the following criteria:
- A contract termination document should be on an official letter head.
- Should have signatures of all parties involved(Your Selling account name/Third party/Peg Whisky).
- Vetted by counsel
- be clear and not blurry
- be in color
- be high-quality and unobstructed
- be scanned images, or a photo taken from your mobile device’s camera (no screenshots) display the full document (and front and back, if applicable)
- be in one of the following languages: Arabic, Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish and Turkish. If it is not in one of these languages, provide a copy of your passport and a notarized translation of your document in one of these languages.
- be less than 10MB in size
- be in one of these formats: *.png, *.tiff, *.tif, *.jpg, *.jpeg, and *.pdf. Do not include special characters in the file name (examples: $, &, or #)
- be authentic and unaltered.
In case you require additional assistance, feel free to post your query here, and either we or any of the Sellers on the forum will be happy to assist you.
Regards,
Abella.
Seller_fTHw0bbzSUL9L
Are you fully aware of what they did to help you with the license you were struggling with? Could whatever they did have ended up associating your account with this other one (assuming they also worked with them)?
Seller_BS5lg2keRs2QO
If they come back with another no, make sure you go through possible screen in every marketplace to make sure that every piece of information points solely to you and that something of theirs isn’t lurking somewhere.
