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While we hope you never experience losing a loved one, it's a part of life and a process we all have to go through. However, losing a loved one who managed an Amazon Seller business adds additional complexity to an already difficult time. Know that if you ever have to go through this, our dedicated support team is here to guide you through this process with care and understanding.

This guide primarily addresses how to gain access to an Amazon Seller account after the loss of a loved one. However, we understand the importance of proactive planning. At the end of this post, I'll also provide steps you can take now to simplify account access for your loved ones in the event of your absence. By preparing in advance, you can help ensure a smoother transition during an already difficult time.

Immediate Steps for Account Recovery:

Do not deactivate the Seller Account immediately, as this will affect:

• Pending orders and customer communications

• Outstanding payments and settlements

• Important business records and data

Account Access and Verification:

To protect the business and its data, we can only assist authorized representatives of the deceased seller's estate.

There are two pathways:

A. If you have Seller Central Account access for the main user and plan to continue selling under the same legal business name:

  1. Sign in to Seller Central using existing main user credentials
  2. Change email and password on the account under Account Settings (Note: since this is tied to the buying account with this email, the login information on the buyer account will be changed as well)
  3. If you are leaving all the information other than the email the same, then you can simply continue to sell your items. However, if you are going to change anything other than the main email, you will need to take the steps provided in the second option as well.

B. If you don't have Seller Central account access or plan on updating the business information, bank account etc.

  1. First you will first need to get access to the Customer Account by following the steps in the Bereavement Support page
  2. After you have gained access to the Customer Account, you will then need to login to the Seller Central Account with the email and password that you updated on the Customer Account.
  3. You will then need to create a case to Seller Support and provide the following information:
  • Registered email address on the account, and the store name in which the account is registered
  • Your full name
  • Your relationship to the seller
  • Your email address
  • Your contact number, along with your time zone
  • A link to the obituary, if there is one
  • Power of Attorney letter if you have one and may be required

Once you provide the information through Seller Support, they will contact our internal team for review and let you know when the review is complete or if they need additional information.

Important Considerations while waiting for the review to be completed:

Business Continuity:

Pending orders will need attention

Customer messages require responses

Outstanding payments may need processing

Before Account Closure if you don't want to continue to sell on the account:

Download all business records

Export financial statements

Save inventory records

Backup customer communication history

Data Security:

All submitted documents are securely handled

Documents are deleted after verification

Personal information remains confidential

Next Steps After Verification:

Once the account is verified, you can choose to:

• Change the primary email address - see User Permissions

• Change the Account Information if necessary

• Continue to sell your items or gradually wind down operations

• Close the account permanently

Please note: Account closure is irreversible. All data will be permanently deleted, including:

• Sales history

• Business metrics

• Customer information

• Product listings

Planning Ahead: Protecting Your Amazon Seller Business

While it's difficult to think about, taking a few preventive steps now can help your loved ones manage your Amazon Seller business more easily in the future.

Recommended Steps for Current Sellers:

Document Important Account Information

• Store your Seller Central login credentials in a secure location

• Keep records of your business registration numbers

• Document your store name and Merchant ID

• Maintain an updated list of banking information

• Save copies of identification documents used for the account

Consider Adding Authorized Users

• Add trusted family members as secondary users

• Clearly document their roles and permissions

• Keep user access information current

• Note: Secondary users cannot make account changes without proper documentation

Create a Business Continuity File

• Include step-by-step account access instructions

• List important contact information for:

Your Amazon account manager (if applicable)

Key suppliers

Regular customers

Business partners • Store recent business documents • Include any specific wishes for business continuation or closure

Legal Preparations

• Specify Seller Account succession in your will

• Consider creating a Power of Attorney

• Keep business ownership documents accessible

• Update beneficiary information regularly

Remember: While having secondary users helps with immediate business operations, they will still need to follow the account recovery process outlined above in the event of the primary account holder's passing.Our specialized team understands the sensitivity of this situation and will handle your case with priority and compassion. We're here to support you through each step of this process.

If you need assistance with getting access to an account of a loved one that has passed, please follow the steps provided above for assistance, as we cannot take action for you in the Seller Forums due to security reasons. However, if you have a case that has been aging for greater than 10 business days for this type of issue and you need assistance, please create a new discussion and select Account Setup > Verification and we will see if there is anyway we can escalate this for you. Ensure you provide your Seller Support Case ID to help expedite your concern.

Remember, you're not alone in this process and we are here to help.

Michelle

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Differences between custom pricing, business price?
by Seller_cXiruIAI6qbtN

Hi,

I understand that the order report shows sales generated from custom pricing (distributor sales) and also business sales (generated from business price settings). I would like to clarify the differences between these two. Does it mean that customers who log in with a business account can see the custom pricing (distributor pricing), while everyone else can only see the business price and the quantity discount?

Please correct me if I’m wrong. Thank you for your assistance.

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Urgent help needed about DAC7
by Seller_eDbj5EycT8QQn
Amazon replied

I need to complete the DAC7 form but it contains wrong information.

When I go to the "Edit in Account Info" it does not give me an option to edit and shows the following message

"Verification Failed

We have failed to verify the information that you have provided. If you have further questions, please contact Seller Support/Selling Partner Support."

I have contacted the support multiple times but they do not give me resolution to this issue and says that account is verified on their side and that this issue is not verification related.

I am trying to resolve this for more than 40 days without success.

What can I do to complete the correct data for the DAC7 directive.

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Hello,

I'm new to selling on Amazon. Been selling on here for about 2 months now. I have 2 orders for the same item that 2 different customers started a return on. One was funny they tried to say it was a fake CPU but that's not possible considering my distributor. I also hand check the serial numbers and put on the order notes when I'm shipping out the items along with taking pictures of the items. The buyer also told me the issues he was facing trying to get the CPU to work. I provided explanations for the error codes his motherboard was having. His issue was most likely unproperly seated ram. Anyways he's had the CPU for over a month now and started the return 24 days ago. The label has been created but the CPU has not been dropped off at USPS. May I cancel the return at this point? How do I go about doing that. I also don't want to face another bad review.

I have another return for the same item. The buyer is returning because better price available. The issue is again they have had the item for over 30 days. The return request has been going on for over 15 days as well. They have not shipped back the item.

On both of them if I check the tracking number on USPS it says label created USPS waiting for the package.

I found other stuff on the forums saying if the order was over 30 days old and the return was started over 15 days ago I can cancel the return. Is that correct? Is that policy still accurate? Also how do I cancel the return?

Another issue I'm having is a customer left a negative review. I send them messages threw amazon explaining the issue. We accidently listed one more unit than we had in stock. We had a shipment that was on the way but delayed. I messaged the buyer telling him about the issue. Explained that my shipment was suppose to arrive today and it did not. I did not want to get in trouble from Amazon so I had no chose but to cancel his order. The buyer left negative feed back saying not to buy from me and that I canceled his order without even communicating which is not the case at all. I would like for this review the be removed! The customer straight up lied! This is effecting my metrics!

I made a huge mistake trying to request for the review to be removed! I only have 2x reviews I accidently requested my good review to be removed when trying to get the bad review removed. Amazon removed the good review! and Left the bad one! The case for the good review was 17655972741. The case for the bad review was 112-4710539-9325041 or wait that's the order number... Anyways.... Yeah now I have 100% negative feed back. This is horrible.

This is I have 100% positive feedback for selling on eBay and I have been selling on there for 8+ years. I'm seriously considering no longer selling on Amazon at this point. I had seller support call me today and I heard a COW MOOING the background. I felt like there was a serious language Barrer going on and over all it was a awful experience! I even got hung up on! Chat was awful as well!

Thanks for the help in advance.

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Hi team,

The package I sent to FBA via DHL Express is still showing as "In Transit" under Amazon's "Track Shipment" section. However, DHL's tracking shows that the package was delivered. It has now been 7 days since DHL confirmed delivery to Amazon.

Has anyone else experienced something similar? Any advice on what steps I should take next would be greatly appreciated.

Thanks in advance for your help!

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USA marketplace inactive
by Seller_o2o3QfJSrzsHT

i started in US market place in august 2024, from august all are going good . but suddenly it stopped USA marketplace inactive and fix strandard inventory in feb 2025.

then i connected seller support from feb whole month and verified address , identity, contact email verification then activated march 5, 2025 to march7, 2025.

again its shows USA marketplace inactive and fix strandard inventory from march7, 2025. i tred and created 20 + tickets and spending more than 50 calls to seller support. the final reply ( no one able give answer to me, because they dont know why its happend.)

reply like: last 50days

Hello from Amazon Selling Partner Support,

We are really sorry for the disconnection as it was due to some technical glitch.

We understand your concern regarding your account status and would like to get the update. We will surely assist you with this.

In this case we have investigated and can see that our team is still working and investigating the submitted details.

We will be sure to update you on the progress of these investigations as soon as we have additional information.

i dont know how to solve this problem, whom to contact.

its really maximum 30minitues to 1 hour to solve this problem from amazon. but no one help us to solve this. pls reply how to reach who have sovetion for this issue. i m asking to everyone from amazon officials why you cant support this issue, why u are not educate to solve this to your seller support team.

(Thanks for creating a Selling on Amazon account. We have completed the identity verification process successfully and appreciate your efforts in supporting this process. Your account is now active, and you can start selling on Amazon.)

nothing done, why????????

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TLDR - Buyer has filed a mistaken counterfeit claim for a patch. Buyer never contacted me about their concerns. But now I can't get through the appeal process because none of the options fit the scenario.

The central challenge here is illogical assumption that items in the Historical and Political Collectibles category can be documented with manufacturer invoices from the past 365 days.

MORE DETAILS

I primarily sell NASA mission patches and pins here now. At one time I sold a variety of collectible items from the 70s through the 90s, and back in 2010 Amazon upgraded my access to listing in collectibles categories based on my reliability. Since that time, I've had to remove most of the listings because Amazon procedures for verifying authenticity do not apply. How can I provide official invoices for a product that hasn't been produced for 40 years?

Despite this, when I've been contacted by Amazon reps about increasing my sales, they insist Amazon still considers older collectibles to be part of their model. I've directly asked if I should just shut down anything that is not a new product, and I have been told NO.

NASA related items have continued to be viable since the imagery for mission logos is considered public domain. In more recent years NASA started a review process to create new products, but it is still not a "license." They primarily want to avoid anyone claiming something is an official NASA product.

Dating back to the 70s, at least a half dozen companies made various patches and pins. AB Emblem makes the "official" astronaut crew patches, but often the various NASA gift centers would sell patches made by other vendors. These are not "counterfeits" of the AB Emblem patches. They are their own interpretation of the mission logo design. In some cases the quality is better than the official NASA version.

Most of the patches I sell on eBay are the official AB Emblem version, but in a handful of cases my stock are other vintage releases from the time of the mission. I have bought out the stock of retired dealers, and there is no documentation on the original manufacturer. When the maker is known to me, I identify it, but I definitely do not describe them as official NASA patches.

In this case, buyer bought one of these non-official patches. The buyer did not consider it a proper match to the official issue, so they filed a counterfeit claim and low feedback. Had they written me about it, I would have simply refunded their money.

Now, though, to get the strike off my account, I have to a) plead guilty that I recognize this was a counterfeit, or b) provide factory invoices from the brand owner, which simply do not exist. There is actually NO BRAND associated with the listing, which I created myself in the collectibles category.

I talked at length to Amazon seller service on Friday, and they said they would document the conversation. But that I should then write this up and submit it through the interface in lieu of providing receipts. The response I got today was that a plan of action is not sufficient, and I needed to submit invoices.

How do I end this? I've considered writing the buyer to clarify this, but in general I've avoided this kind of contact with buyers.

Out of hundreds of SKUs, I only have a handful of patches that fit this profile, and I'm fine just removing anything else. But continue to be frustrated by Amazon contradictions in whether they actually allow vintage items to be sold here or not.

Anyone have a suggestion on how to end this? I don't see any options.

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We had a Magnetic Calendar with great performance – consistently low NCX (as low as 1.63%) and strong sales (around 1000 units/month). Suddenly, the listing was deactivated based solely on a single customer complaint that it didn't work on their plastic door.

It was pretty clear that magnets don't stick to plastic, and deactivating a popular, well-performing product over one complaint out of potentially thousands of sales felt excessive and unreasonable.

However, when appealing, we still admitted it's our problem and chose the option provided by Amazon that we had "misleading listing details.." and added a warning to the listing: 'For use on magnetic surface only' hoping to get it reactivated quickly. Although we didn't feel the listing was truly misleading about basic physics. We just want to get it back up and selling. Unfortunately, despite multiple appeals since then, we keep receiving rejections from Amazon's review team.

Has anyone experienced a similar situation or have any suggestions on how to resolve this? Any advice would be greatly appreciated. Thank you!

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i have been selling on amazon fine till i opted for account creation in UK store. I successfully registered my company with Company House UK. meanwhile i was asked to change my business entity which i did, i provided requisite information and documents like my telephone utility bill. i waited for 3 days after which got an email informing me about UK seller account deactivation. Now when i open business information in account settings i find "Verification Failed We have failed to verify the information that you have provided. Amazon. After i click review submission it takes me no where.

HELP!

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Hello fellow sellers,

I feel obligated to share this experience due to the extremely unfair treatment I have received from Amazon.

About 8 months ago, my account was deactivated. Amazon requested full documentation for reactivation, and I fully complied by submitting:

Supplier Invoice

Order Confirmation

DHL Signed Proof of Delivery

Bank Payment Proof

Authorization Letter (LOA) directly from the brand owner

➔ All documents are perfectly consistent — matching product names, quantities, supplier and payment details, and delivery addresses.

Important to note:

The ASIN in question was never sold.

No orders, no customers, no complaints.

The listing remained completely inactive.

Despite all this, Amazon still refused to reinstate my account without any valid explanation.

To make the situation worse, on the same day, Amazon sent two contradictory emails:

One email said: "We validated your LOA."

Another email said: "We could not verify your LOA."

How can sellers trust a system that contradicts itself and punishes full compliance?

I am currently facing over $12,000 being unfairly withheld for 8 months — without a single sale, without violating any policies, and after fully cooperating with every request.

This is not just poor service; this is systematic mistreatment and bad faith conduct against honest sellers.

Has anyone else experienced similar contradictions or unjust account holds despite full compliance?

Any advice on further escalation steps would be greatly appreciated.

Thank you for reading.

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A to z Claim problem
by Seller_qASuBOm4yPI7b

Hi

got a order 4/7/2025 at 9:59 PM shipped it next day 4/8/2025 less then 24 hours have screen shots that show all this gave all this info to amazon they said i did not ship the package in the max handling time took the funds from my account gave to the buyer now my account is at risk did a appeal gave them screen shots same thing .. opened a case and did a chat a few mins later got email says we stand by our decision.. anyone got any ideas on what to do now

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