Seller Account Suspended | Utility Bill
Hi all,
I was wondering if someone would kindly be able to advise whether they have had any joy with an account suspension, requesting the following:
“To reactivate your account, please confirm that there is a valid credit card on file and provide one of the following documents in PDF, PNG, JPEG, or GIF format. The documents must be legible, authentic, and unaltered and contain the required information. We do not accept screenshots. The name and address on the document must match the information entered in Seller Central.
– A business license if applicable
– A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible”
Following this request, I ensured that all of the company numbers were moved under a new BT Business account and provided the first bill that was due.
The BT Business Mobile Bill matched the following criteria:
- Was a utility bill dated within the last 90 days
- Was in PDF format
- Was a ‘mobile phone’ bill as requested
- The name on the document matched both the display name and identity information in Seller Central
- The address matches the Business Address in Seller Central
I have reached out to support endless amounts of times but our appeal is constantly being rejected, and we haven’t heard anything for over a month now. We are unable to identify what is missing or what information is incorrect as we believe that the documents provided match what was requested.
Having read through several threads on the forum, I noticed that some people suggest a picture or scan of the utility bill, so I have paid the provider to send me a paper copy of the bill, which I have scanned in and attached to my appeal, but it has been rejected as well.
I have been promised calls back, emails and updates regarding our case but have never heard back from support. I was wondering if someone would be able to advise if they have had this problem in the past and what to do in order to get any acknowledgement regarding appeals, or feedback as to what is wrong with the information provided
Thanks
Coppertop Shop LTD
Seller Account Suspended | Utility Bill
Hi all,
I was wondering if someone would kindly be able to advise whether they have had any joy with an account suspension, requesting the following:
“To reactivate your account, please confirm that there is a valid credit card on file and provide one of the following documents in PDF, PNG, JPEG, or GIF format. The documents must be legible, authentic, and unaltered and contain the required information. We do not accept screenshots. The name and address on the document must match the information entered in Seller Central.
– A business license if applicable
– A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible”
Following this request, I ensured that all of the company numbers were moved under a new BT Business account and provided the first bill that was due.
The BT Business Mobile Bill matched the following criteria:
- Was a utility bill dated within the last 90 days
- Was in PDF format
- Was a ‘mobile phone’ bill as requested
- The name on the document matched both the display name and identity information in Seller Central
- The address matches the Business Address in Seller Central
I have reached out to support endless amounts of times but our appeal is constantly being rejected, and we haven’t heard anything for over a month now. We are unable to identify what is missing or what information is incorrect as we believe that the documents provided match what was requested.
Having read through several threads on the forum, I noticed that some people suggest a picture or scan of the utility bill, so I have paid the provider to send me a paper copy of the bill, which I have scanned in and attached to my appeal, but it has been rejected as well.
I have been promised calls back, emails and updates regarding our case but have never heard back from support. I was wondering if someone would be able to advise if they have had this problem in the past and what to do in order to get any acknowledgement regarding appeals, or feedback as to what is wrong with the information provided
Thanks
Coppertop Shop LTD
Seller_DZ68wUM93EE1W
Good morning!
Just to let you know that our seller account was re-enabled again a few hours after re-uploading the exact same utility bill that was rejected on several occasions.
Thanks for your assistance and advice on this post
Many thanks
Coppertop Shop LTD
26 replies
Seller_7VbclcPFFRTnc
As you are a ltd company, does the address on your bill match the address registered at CH ?
Seller_DZ68wUM93EE1W
Hello @Venessa_Amazon,
Hope that you are well and thanks for your reply.
Following on from your last response. I reviewed the document provided and noticed that line 2 and 3 of the address on our business mobile bill had been input incorrectly by the provider which we believe was the issue, despite it still being our correct address on paper. We requested this to be amended immediately by the provider, who had this corrected on this months bill. I have explained as well as apologised to the seller performance team, uploaded this months bill with the address matching Seller Central and Companies House, detailing every single criteria that the document meets, however we have yet to receive a response on the appeal.
The last thing we heard from the team was the following:
Hello Coppertop Shop,
We received your submission but do not have enough information to reactivate your account. We may not respond to further emails about this issue.
Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of the Amazon Services Business Solutions Agreement. This decision was made after reviewing both your account and the information that you provided. For more information, review the Amazon Services Business Solutions Agreement:
https://sellercentral.amazon.co.uk/gp/help/201190440[…]
Meanwhile, as the business is unable to operate, we’ve been checking the performance notifications every single day and have noticed one come through recently asking us to schedule a video appointment.
Hello,
We received your submission but do not have enough information to reactivate your account at this time.
How do I reactivate my account?
To reactivate your account, schedule an appointment to complete your identity verification via video call within the next 7 days. This verification is required as an enhanced security measure.During the video call, you will be required to show our associate the original copies of the identity document and business license / either the bank statement or credit card statement} that you provided when you registered your account. We do not accept any new documents.
[…]
I carried out this appointment, where I was only requested to show my driving license instead of my passport which I provided when I registered my account. I wasn’t asked any additional questions nor was requested to show any other documents when I had everything from bank statements, certificates, utility bills, letters etc. ready to show.
Would this video verification call be sufficient to get our account reactivated? I am yet to hear anything back from the verification team and it has been over 48hours.
Many thanks,
Edson
Coppertop Shop LTD
Seller_DZ68wUM93EE1W
Update:
- Our seller account has been suspended for 48 days as of today.
- We haven’t had a response from our appeal in 30+ days
- Video verification call took place 120+ hours ago where we were advised that someone would reach out within 48-72hours, but haven’t heard anything since.
- Have been promised emails and calls from the seller support team over the past few weeks but haven’t heard back
- Amazon have sent back some of our inventory, ironically to the address which they are trying to verify and we have proof of receiving it.
Seller_DZ68wUM93EE1W
Hello all!
Please could someone advise where exactly the following information can be found:
“The name and address on the document must match the information entered in Seller Central”
We believe that within “Identity Information” then under “Business and Contact Information” the ‘Legal Business Name’ is the “Name” and the ‘Registered Business Address’ is the “address”
This also matches with the relevant marketplace Store and Customer service details.
Please could someone let me know whether this is incorrect?
Thanks,
Edson
Coppertop Shop Ltd
Seller_DZ68wUM93EE1W
We haven’t provided them with any evidence of insurance policies as we believed that if they hadn’t accepted documents issued by HMRC then it was unlikely that they accept that either. We haven’t had a response on our appeal for 50 days despite carrying out a verification call over 7 days ago, where we didn’t get any feedback.
I will get a copy of the insurance policy and upload it as an additional submission in hope to get any sort of acknowledgement
I’ll keep you posted
Seller_7VbclcPFFRTnc
Chances are though they’ve accepted the ltd company docs from CH but it’s your utility bill that’s the stumbling block and your insurance policy should at least have your company name and address on - unlike all the other utilities
What was the most recent notification you received from them rejecting your documents ?
Seller_DZ68wUM93EE1W
This is what was requested from us originally
–A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible
The mobile phone bill provided by BT Business was what was submitted, dated within the last 90 days, complete and in colour, in the correct format, no special characters in the file name, with our EXACT business name and EXACT business address that was defined in Seller Central.
This is the last thing that we received from the Seller Performance Team after submitting our Utility bill on the 9th of Feb 2022
Hello Coppertop Shop,
We received your submission but do not have enough information to reactivate your account. We may not respond to further emails about this issue.
Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of the Amazon Services Business Solutions Agreement. This decision was made after reviewing both your account and the information that you provided. For more information, review the Amazon Services Business Solutions Agreement:
https://sellercentral.amazon.co.uk/gp/help/201190440Funds will not be transferred to you at this time. However, 90 days after receiving this notification you may contact disbursement-appeals@amazon.co.uk to request a funds disbursement. We will conduct a separate investigation to evaluate your account. The policies we put in place are to protect our customers and selling partners. If we find that you have engaged in deceptive, fraudulent, or illegal activity; or have abused our systems or repeatedly violated our policies, we may withhold some or all funds in your account in accordance with the “Funds withholding policy”:
https://sellercentral.amazon.co.uk/gp/help/9RA9LYBJ3QP27M6
Sincerely,
Seller Performance Team
Amazon.co.uk
As per their notification, we haven’t received any further communication regarding our case
Seller_7VbclcPFFRTnc
Which means they may not have checked it again 2nd time round therefore trying a different document may be worth a look
Seller_DZ68wUM93EE1W
Unfortunately I have tried uploading the updated document prior to my message on the forum, but still haven’t had anything back and it has been over a week.
Do you think that it would be worth putting together a “package” all in the same PDF, of documents associated with the business to supply as evidence where I can clearly demonstrate proof of address?
Seller_7VbclcPFFRTnc
So you’ve had no reply since uploading the amended correct copy ?
Seller_DZ68wUM93EE1W
Correct - We haven’t had any response on our appeal since the 9th of Feb 2022, and additional submissions have been uploaded since, including the amended and correct copy of the Utility bill.
Seller_DZ68wUM93EE1W
Good morning!
Just to let you know that our seller account was re-enabled again a few hours after re-uploading the exact same utility bill that was rejected on several occasions.
Thanks for your assistance and advice on this post
Many thanks
Coppertop Shop LTD
Seller_A6n1ojRob7keF
Hello Copper, I’m really glad your account was reactivated
I’m facing a similar, but not the same, situation, and maybe you or someonelse here could help
As I can see for your story, Mobile bills are accepted for a proof of address right?
Seller_A6n1ojRob7keF
Greetings to everyone
So Mobile bills are accepted as a proof of address?
Seller_DZ68wUM93EE1W
It depends entirely on what has been requested from you. For my situation, they requested a utility bill. If you’ve been asked just for proof of address that might be slightly different
