Account Verification issues I can't solve - help hugely appreciated


#1

Hi there,

I’d really value some help with account verification that I have been pulling my hair out over.

I am British and sell successfully across Europe. I live in the UK, and have the same address for everything - my parents’ address in the UK. I am attempting to get selling on amazon.com - USA. The intention is to use the American business I setup using Stripe Atlas for everything USA. I use the UK business for everything UK and EU.

I’ve been trying to get verified since August last year and can’t crack it. I’ve made mistakes such as sending in a mobile bill rather than a utility bill, which doubtless did my standing no good. I took wrong advice from Seller Support to try a new account with a different email.

I then went through the process of taking on the electricity and gas accounts at my parents’ house, so that the bills are in my name. I submitted again and had no luck (they said the document was illegible, even though it’s the original PDF).

Recently I thought: “I’ve got it!” - the whole time I had been using the US Delaware (forwarding) address I got when registering my US business with Stripe Atlas as the ‘Official Registered Address’. It occurred to me that perhaps this was on an Amazon database of addresses not to use, and I should be using the same address as on the electricity bill, so I submitted again with exactly the same address in ‘Official Registered Address’, ‘Business Address’ and on the electricity bill.

Again it came back. I’ve put the notification I got from Amazon below. Does anyone have any ideas?

For confirmation:

  • Electricity bill address is exactly the same as ‘Business Address’ and ‘Official Registered Address’ - the UK parents’ address where the electricity bill is in my name.
  • The address under ‘Legal Entity’ is different - it is the Delaware forwarding address I got when setting up with Stripe Atlas, but I understand that this does not affect verification (cc Business adress or official registered adress?)

My speculations on possible reasons:

  • Credit card on file is an American Express ICC Global card (dollar card based in UK.) Possibly this is an issue?
  • Legal entity address being different - though I don’t think that should be an issue based on the thread posted above.
  • The electricity provider is not on an approved list? It’s iSupply in the UK
  • I’m sending an original PDF, rather than a photograph of the bill
  • I opened the account as a ‘linked’ account and the name is different between the two? Richard for USA (to match electricity bill), Rich for UK.

I’m pretty close to paying one of the gurus, which I know you guys warn against, so any guidance really appreciated! Here’s Amazon’s note:


Dear,

We have reviewed the document(s) you recently provided but do not have enough information to reactivate your seller account at this time. We were unable to verify the document(s) you provided. During our review, you will not be able to sell on Amazon. Funds will not be transferred to you but will be held in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.

Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. If you currently sell on Amazon, we need additional documentation to verify your payment methods and your identity.

How do I reactivate my account?
Please confirm that there is a valid credit card on file, and provide the requested document(s) in .pdf, .png, .jpeg, or .gif format.

The name and address on the document(s) must match your name and address in Seller Central. Please certify that you have provided the document(s) in one of the supported languages. Supported languages include: Arabic, simplified Chinese, Dutch, English, French, German, Hebrew, Italian, Japanese, Korean, Portuguese, Spanish, and Turkish.

How do I send the required information?
Please submit your documents by following this link: https://sellercentral.amazon.com/performance/notifications?ref=ah_em_ap.

Once we receive your documents, we will review them and decide whether you may sell on Amazon again.

What happens if I do not send the requested information?
You have 90 days after receiving this notification to either provide a valid appeal or choose not to appeal. After that time, you may contact disbursement-appeals@amazon.com to request your funds. 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.

We’re here to help
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please send an email to payments-funds@amazon.com.

You can view your account performance at (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
– iOS App (https://itunes.apple.com/us/app/amazon-seller/id794141485?mt=8)
– Android App (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US)

We may not respond to further emails about this issue.
Sincerely,
Seller Performance Team
Amazon.com
http://www.amazon.com


I’ve also attached the electricity bill (with personal info blurred out)

If anyone else has any guidance it would be enormously appreciated.

Thanks,

Rich


#2

I doubt whatever you setup via Stripe Atlas has much financial standing. Also why bother with all that and just register using your home company/tradership details? Obviously you don’t have utility bills for the US company.


#3

Thanks for coming back, really appreciate it. I don’t totally follow though.

  • The way the USA company enters the equation here is only in the ‘legal entity’ part. I had to submit tax information and for all trade I do in the USA I use the USA company.
  • By home company do you mean UK company? Reason for this is the above one - all business I do in the USA is via the USA company; simpler for tax.

Would you be suggesting that what I put in for tax / legal identity affects address verification?

Thanks a lot,

Rich


#4

I’ve never heard running two companies in two jurisdictions is simpler for tax.

I’m not experienced in submitting that arrangement to Amazon, but based on what you’ve posted it sounds they don’t like it for whatever reason. Sorry I cannot help in that regard.


#5

Thanks. One possibility then is that they are looking through the linked accounts and comparing the companies and have an issue that they are not the same (yes easier for non-US folk as IRS can be pretty intransigent so the going advice I got was to keep separate, which has worked well outside of Amazon to date). Will add that to the mix of possible riddle answers!

Wondering if there’s something more prosaic - like I should be sending a photo of the bill, not a PDF, etc.


#6

Anyone? Bueller?

Here is my current list of what might be possibilities. If anything specific jumps out as a red flag to anyone please shout!

  • The companies are not the same for the linked accounts. For the UK/EU the legal entity is the UK company and for the USA the legal entity is the US company.
  • Credit card on file is an American Express ICC Global card (dollar card based in UK.)
  • The address of the ‘Legal entity’ is different to the ‘Official Registered Address’ and ‘Business Address’. This is because I use the USA business for all USA business, and thus for the legal entity I have entered the USA company and the Delaware forwarding address as the legal entity address. It is my understanding that the utility bill only needs to match ‘Official Registered Address’ and ‘Business Address’, based on this: https://sellercentral.amazon.com/forums/t/business-adress-or-official-registered-adress/490686/19 I could go through this process again using the UK address but have not as yet as it seemed unnecessary.
  • The electricity provider is not on an approved list? It’s iSupply in the UK
  • I sent an original PDF, rather than a photograph or scan of the bill.
  • I opened the account as a ‘linked’ account and the name is different between the two? Richard for USA (to match electricity bill), Rich for UK.
  • Credit card says MR R D {Surname}, utility bill says Mr Richard {Surname}
  • Different email for customer service / reply to for USA account

Thanks!


#7

One more bump - don’t seem to be getting much traction here… Perhaps that what I’ve described is too knotty, what with linked accounts and UK / USA, different companies?

All thoughts appreciated!

Rich


#8

Continuing the discussion from Account Verification issues I can't solve - help hugely appreciated:

I think you just have to use the information from the USA. Do you have a bank account in the USA? You can communicate with a person through SelerCentral but by the app, (not by the PC) it can help you.


#9

Wow…I am glad that I too am not alone here. I applied with Amazon Seller at the end of last month with what I thought was what was required; drivers license and bank statement. I took pictures of these with Jpeg-iphone. I found out through a mentor that my bank statement needs to be downloaded straight from my bank and not a picture. Ok…l did that and resent it. My account became suspended. A day later, my account was deactivated. I have appealed twice in the last week and resent all including another change; I went to the utility online and opened up an account and downloaded the bill. This one I have sent as well to Amazon. Please keep in mind that I have sold nothing online here with Amazon. I am brand new and can not even get Amazon to reinstate me. Reinstate me for what? I have not even sold anything yet. On top of all this needless headache, during setup I mistakenly clicked on the Japan box. I tried unsuccessfully to unclick it without getting it done. Amazon charged my account twice. One was for the US. This was correct. Then a second charge hit account for $44 approx. for the Japanese market. This was wrong. Now that my account has been deactivated, I can not get anything done like finding out what is wrong with the exception that Amazon is using the section 3 contractually to not reinstate me. Very confused here. What is going on? So Vive, although my issue is less complex than yours, I am having the same problem with them. I do hope that both of our woes can be gapped by Amazon in short form for this is costing me money daily. I do wish that there was a contact phone number for Amazon Seller that one could contact. That would be a cure all for folks like us with simple problems.


#10

Hey Buddy I am in the same boat as you, except I am a US based seller trying to get to the UK marketplace, it’s the exact same thing, were you able to figure out what to do?


New account suspended without products "Section 3 of Amazon’s Business Solutions Agreement"
#11

Sadly not @Kimken - no responses coming now and fear I’ve blown my chance even though I tried to do everything carefully. I can say what I tried last round which, although I didn’t hear back, I think was probably the right thing to do: I tried to get verified for the USA using the exact same details as my UK linked account, using my UK business. With the intention of requesting to change it should I get verified. Whilst I haven’t got that far a few people have suggested having different businesses for the two accounts could be an issue. I think my major problem is that I got told by Seller Support that the USA linked account was unsalvageable and to try and open another with a different email address. This sounds in hindsight as though it was not the right thing for me to do, as on both the original linked account and the additional account I got the ‘you already have an account that can’t sell on Amazon’ catch 22. So if I were you I’d try using your US biz details for the UK account that match your US linked account, don’t open any other accounts, and see if that gets you through. Good luck!