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Account Health Support
by Seller_SBIjJooGeXSQ6

The Account Health Support team is a dedicated support channel for Professional Sellers worldwide. They address concerns and questions related to the Account health Page or other policy violations.

Our specialists can help you with the following:

  • Navigation: Guidance on navigating the account health page and the related performance calculations.
  • Understanding Amazon’s Policies: Offer guidance on Amazon policy to help prevent and resolve violations as they arise.
  • Address violations for any performance defects, listing deactivation's, and policy violations: Provide guidance and support on required information, or documentation to successfully resolve violations.
  • Improvement to Customer Service and Shipping Performance: Work with your business to uncover the root cause of potential or experienced situations, and offer suggestions that can help improve these calculations and customer experiences.
  • Obtain and Maintain good Account Health: Supportive education on how the account health rating is calculated including score and impact, along with how to maintain the score once achieved.
  • Submit requested information to avoid account deactivation or support reactivation: Our specialist can also support with the submission of requested information as needed to help avoid account deactivation, or aid in the reactivation of the account.

All professional sellers will have access to the Contact Us button on the Account health Page, or by utilizing the Help Button from anywhere in your account. You can also find this feature on your mobile device by selecting Account Health in your Performance menu. Account Health Support is available 7-Days a week, and depending on your location, and preferred language, there available hours may vary. You can confirm these times by clicking on the Contact Us button.

What if I am not a professional seller and I need support?

All amazon sellers including individual sellers can locate more information in our help section of seller central, this includes a variety help pages and our Seller University. Additionally, you can create your own discussion under the Account Health category for additional support and guidance.

2 votes
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'[item_length_width]' is required but not supplied.
by Seller_Oo72oifGPGgDc

Hi. I am attempting to update the following items via the SP-API, but cannot identify the attribute names and formats I need for my products to update:

Item Length Longer Edge

Item Length Unit

Item Width Shorter Edge

Item Width Unit

I have many items are search suppressed because of this and I've searched everywhere I can think of to identify the attribute names. I have the item dimensions updated, via the SP-API, but I can't fix these.

Thanks in advance for your help and experience.

Chuck

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Good afternoon,

We sell ASIN B007IAO62I which costs anywhere from $950-$1100 each. This item is a tool. We have a customer who recently bought a new one from us and returned it. When we opened the return we noticed the customer put his old damaged tool in the case and shipped it back. We track all the serial numbers on the tools and the serial number did not match the box that he shipped back to us, nor do we have record of having this serial number. Do we have any course of action? On smaller items we dont worry about it but this customer practically stole a $1000 tool. Customer order: Order Item ID: 95923661587881

3 votes
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Hello as far as I'm aware UK sellers selling in US are not meant to be getting charged any tax. It does prove that on my Seller Report as it takes away 1873.70 and then adds that amount back on to charge 0 tax in the end. However if I go into the order page it says that I get charged $1.08 per product, but on the payments page it shows $0.45 on the same transaction.

Do I actually get charged tax on the product the moment they are sold? And if so can I claim it back on my foreign tax relief?

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user permition
by Seller_HLJjWsk7WHPZM
Amazon replied

i am a amazon seller i want to user permission. that option not opening in my account. whats the problem???

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Hello, wondering if someone has similar issues:

I just discovered a listing on Walmart using my product, the exact product photos, and brand name. They are selling my product for over 100%. In addition to being concerned about them re-selling my product, I am also concerned that if they don't sell it at Walmart, they are going to return the products to me, and I will charged all of the return fees.

Does anyone have had a similar experience? Is this a case of fraud?

Thank you for your response / help!

Paula

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ASIN Deactivated
by Seller_SnLubWyDKFKPf

My ASIN is deactivated because In my listing, there is a claim that is not appropriate as amazon's Listing Policy and Amazon is suggesting to remove the claim from Product detail page. But amazon did not allowed me to enter my product detail page. Every time I contact with seller support team, they always reply the same thing. May be they even don't read my appeal and just copy and paste the previous reply. Without allowing me to enter to my Product listing page, How can I remove the claim from my listing? Do anyone have knowledge about how to contact properly with seller support team and what should I do to/ what must I have plan of action to remove my product's claim?

The listing is removed only because of the Claim. I have submitted what would be the updated product details to seller support but they are not allowing me to enter to my listing.

There is an option ' Request Approval', When I click on that, Amazon says ' Your Account is not Eligible'.

What is the best action to be made to get approval to edit listing?

If anyone knows. please guide me.

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I've been an FBA seller for almost 10 years. Since August of 2023 my account health has dropped 4 points every month. Since then I am down 32 points and I can not get a clear explanation from Account Health Team or Customer Service. I'm still enrolled in Account Health Assurance even though my score is now below 250.

My metrics are perfect, no violations, no negative feedback, no inventory issues, etc. I sell over 500 items a month mainly through FBA. I've reached out to account health several times only to get one of two answers, "Your account is fine and your AH score will increase by 4 points for every 200 orders" or "You need to contact customer service" - Customer service goes on to tell me to read about how account health works and that my account is fine. It is NOT fine, my score never goes up anymore just down.

Something is obviously wrong and I can not get anyone from Amazon to go beyond the scripted answers. At this rate, my account will be in jeopardy by early next year. Can anyone please tell me how to fix this? Is there a MOD that can actually look at my account instead of telling me I'm fine?

2 votes
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191 views
5 replies
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Brand Registry Rejected but no reply from Amazon
by Seller_Xi17UKxCDp1Xr

My Amazon Brand Registration enrollment was rejected since Amazon could not verify my business identification. I submitted everything through the case created by Amazon, and they last replied on the case thread in 30/Apr/2024. I have written several times in the case log reply thread but haven't received any support from them. Today is 25/May/2024, almost one month has passed and no reply or support from Amazon.

I would like to know how long it takes to take action by Amazon and if there is anyone from Amazon here, I sincerely request to escalate my case at the highest priority.

Case ID: 15197107081

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Hi All,

My account was deactivated after receiving the below email from Amazon:

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Dear Seller,

Your Amazon seller account has been deactivated in accordance with section 3 of Amazon’s Business Solutions Agreement. Your listings have been removed and pending orders have been canceled. Funds will not be transferred to you but will stay in your account and you won’t be able to create removal orders, while we work with you to address this issue. Amazon’s Business Solutions Agreement can be found at https://sellercentral.amazon.com/gp/help/1791.

Why is this happening?

We have taken this measure because information available to us indicates that this account has misused Amazon’s services in violation of our Seller Code of Conduct (https://sellercentral.amazon.com/gp/help/G1801)

Examples of violations of the Seller Code of Conduct include, but are not limited to, attempting to manipulate sales rank, artificially inflating web traffic, or allowing other parties to act on your behalf in a way that violates Amazon’s policies.

How do I address the issue?

You need to complete virtual identity and supply chain verification over a video interview. To reserve a time slot for the interview, fill out the form here

After we receive your response on this form, we’ll invite you for the interview on one of your preferred time slots, 48 hours before the interview. After your verification interview is complete, we will review the results and respond with the outcome within 5 business days.

What happens if I do not sign-up for virtual identity and supply chain verification?

If we do not receive a re-activation request through the form above, your Amazon selling account and associated FBA inventory with your account will remain deactivated.

We’re here to help If you have questions about the information requested above or if you believe your account has been deactivated in error, please contact us by following the instructions in the banner on the top of your Account Health page (https://sellercentral.amazon.com/performance/dashboard).

Thank you

Amazon

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I am truly shocked by this and do not have the smallest idea why has this happened. When I check my amazon seller central dashboard, I see that they asked me to upload invoices of the products that I sell. import documents, proof of trademark or patents.

I have uploaded all those and even my Trademark registration certificate. My product is a private labelled product and I work directly with my manufacturer and all invoices are from them. As per the email I need to do a verification interview and I need to book 3 slots which the closest is a week away! I find it unbelievable to wait for a week for this call while my account is deactivated and having a new shipment arriving in a week or 2. I called SS to know more and they said there is nothing we can do and you need to wait for the verification interview.

Has anyone faced this before? I am extremely surprised as I did not violate anything. Can anyone help me please with this. I don't understand how is seller conduct related to invoices and shipping documents. Something does not make sense. I have been working on this business for 3 years and building and spent a lot to keep building it and it feels heartbreaking to have this happen.

Regards

13 votes
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24 replies
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SFP valid tracking
by Seller_kmWElStuE9xGu
Amazon replied

If we bought the shipping but the customer requests a cancellation rate, can we cancel? The reason is it dings our valid tracking rate but that makes no sense as if we are refunding as buyer cancelled, what should we do? Should we still ship it out and irritate the customer?

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