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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.

5 votes
5 votes
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Funds Disbursement Appea
by Seller_Rns7l38psJnjo

As we previously notified you, due to the recent deactivation of your seller account, your disbursements were temporarily disabled for a period of 90 days, pending settlement of returns, refunds, A-to-z claims from customers, inventory removal costs, outstanding fees and other transactions in accordance with the Funds Withholding Policy. The 90-day settlement period has ended and requests for disbursement can now be considered. If you previously inquired during the settlement period, please resubmit your request.

I have sent a lot of emails but not got any response. check my account and dispursement my funds as soon as possibel so that i clear my dues. Could you help me to appeal funds disbursements. I have summitted lot of appeals to reinstate my account as I have never drop shipped even a single order. All the orders were shipped through amazon buy shipping method.

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No Featured Offer Ineligable of own listing
by Seller_k1gEO2rf8BVC7

We are an FBM seller, selling large furniture, so we cannot do FBA. Our account has been selling well in the past, and the sales amount has increased recently, but recently all the links of our account have lost the shopping cart, we have checked all the conditions of the account,ODR<1%, Shipping performance is 0%, Account health rating is 200. Unfortunately as expected seller support was not able to be helpful in this regard before and the most recent case ID for this issue is 15350843161 . All links are created by us, This loss of eligibility has caused over 90% drop in our sales as most of our sales are through the featured offer. We are worried about this problem and hope that someone can help us solve this problem. Someone can help me? @Seller_SBIjJooGeXSQ6@Seller_l3eCP9f1PtJXC

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Review did not display normal!
by Seller_B8lv99RgdORrU

Case id: 15348424591

The support team tell me wait 72 hours but nothing happen!

The product type are same, but the review of the listing did not display as normal, could some body help me?

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Account status cannot be updated
by Seller_7Uxa8u7RFp8Pa

Hello, I am a legal person of tezewa inc. I received an email in Chinese in case ID 15313475551:

请不要回复此电子邮件,因为我们不会查看发送到此电子邮件帐户的电子邮件。

您好, 感谢您完成视频身份验证。我们已经完成了审核,您无需采取进一步操作。 您可以继续在 Amazon.com 上销售。 谢谢!

it means:

Please do not reply to this email as we do not view emails sent to this email account.

Hello.

Thank you for completing video authentication. We have completed the review and you do not need to take any further action.

You can continue to sell on Amazon.com.

Thank you!

But why is my account still suspended?

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Supressed Listings
by Seller_b0hAPSgZsCr3s

I have been selling on Amazon for years, always dealing from time to time with boots that suppress some of my listings and I am not able to update no matter how hard I tried.

Last week I had like 8 listings on this situation and I have been back and forth with seller support trying to bring them back to active mode, sometimes it has been successful and others a waste of time. This morning I had only 19 left. Now when I get back home to continue my task of checking status it happened that I have 655 listings suppressed. That is a big part of my inventory and I am totally shocked, I do not know how to start now. This is a nightmare, I do not feel I have the time or the energy to go over all this. I am approved to sell the brands, My account is in perfect standard, so I am devastated. What is happening??? IS someone else in this situation, how can I solve it, who do I call?

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I wanted to share a recent, frustrating experience with Amazon's Customer Support, specifically within the A-Z Claim Department. There seems to be a serious gap in understanding and applying their own policies correctly. Here's what happened:

A buyer initiated a return on May 25. As per Amazon's policy, sellers are given two business days to respond to these requests. Today, being the second business day, you would expect the process to be straightforward. However, a member of the A-Z Claim team prematurely granted the A-Z claim to the buyer, negatively impacting our seller account. This action not only goes against their stated policy but also shows a lack of basic understanding of the rules they are supposed to enforce.

This type of error is not just a minor oversight; it has serious implications for sellers and erodes trust in Amazon's platform. It’s high time that Amazon reevaluates the training and competence of their A-Z Claim Department staff to prevent such disruptive errors.

Has anyone else experienced similar issues? How did you handle it, and what was the outcome?

1 vote
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15 views
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I have been selling on Amazon since 2022 under an individual account. I upgraded it to a professional account on May 17th. After upgrading within a minute my account was deactivated.

The email I got indicated that I have violated the section 3 of the business agreement, they haven't mentioned the violation I did. I provided the documents the Amazon team required but they keep rejecting my documents. As a genuine seller it's frustrating when things happen like this. Please help me to figure out this violation and reactivate my account.

This is the email I got,

I understand that you need help with your appeal for account reinstatement. Let me help by looking further into this issue.

Upon careful investigation, we haven't received sufficient information from you to reinstate your account.

To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:

-- A business license if applicable

-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service

The document must meet the following requirements:

-- It must contain the following information: your name and address, the service provider's name and additional information such as date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.

-- Your name and address must be visible and match the name and address that you entered in Seller Central.

-- It must have been issued in the last 90 days.

-- It must be a full page and unobstructed including corners.

-- It must have a high definition and be clear and readable. The required information must be visible and in focus.

-- It must be authentic and unaltered.

-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.

-- It must not be a screenshot.

-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.

-- It must be a PDF, JPG, PNG, or GIF file.

If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:

Your explanation should include the following information:

-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement

-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

We’re here to help

If you have any additional questions, the Account Health Support team is available 7 days a week to address your concerns in detail.

Please let us know how we did today. Use the following link to provide feedback so we can better support you in the future:

Thank you for selling with Amazon,

0 votes
1 vote
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Latest activity 
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My compliance requirement has been in under review status for more than a month. All the necessary documentations have been submitted. I called Seller Support more than 10x and they repeated the same messages or sometimes even asked me to submit additional information that were not even relevant to my product category. I also sent an email to child-safety@ but there has been no response for 10 days already. Is there any other avenue to get the attention of the compliance team? Original case ID is 15129233331.

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Compliance request - New product of new brand
by Seller_fEwtznTnlYluz

We're adding a new product under a new dietary supplements brand and the listing will go live from next month.

We haven't received any compliance requests for this listing yet. Do we expect to get compliance requests AFTER product goes live?

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Amazon Mislabeled FBA items
by Seller_TzwiAuiacZXON

Hi @Seller_OOVUXZLmb2UEH

We have received a notice that a customer has complained that they received the wrong item. Upon looking at Voice of the Customer I can see that we have 2 complaints from the same customer that has received a wrong variation. He ordered two times the same item.

I have tried to open several cases and requesting a BIN CHECK but they always say that they have solved it but it is not solved.

Both items are FBA items and labeled by us. It looks like that they have put another label to the product in addition to the merchant's label.

Does anyone have any experience with this?

Why does Amazon label your products when they are already labeled by the merchant? We're worried about how many more shipments are going to have with this issue.

Regards

5 votes
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