Context:
Our company sells digital products from Microsoft. We purchase our stock from a supplier who holds a Certificate of Authenticity from Microsoft (Action Pack). We have done our due diligence, and the supplier is indeed listed on Microsoft's official website as authorized to sell "Windows" products. We sell on multiple marketplaces and began selling on Amazon a few months ago. (Our account has a 4.5-star rating based on 4 reviews.)
Issues:
1. Our Amazon account has been deactivated, and Seller Support is not answering our questions. Even when our account was active, they failed to provide useful answers, often redirecting us to documentation that did not address our concerns.
2. Amazon has charged numerous small amounts from our bank account without issuing invoices. Additionally, we were charged for advertising budgets and a professional subscription without receiving any invoices.
3. We have duplicate deposit accounts with the same IBAN. One deposit account is verified, while the other remains unverified, even though we have submitted the same type of document from the same bank for both. When we inquired with Amazon Support, they simply advised us to "keep submitting documents," but we still have one verified and one unverified deposit account.
4. We provided a Certificate of Authenticity, product images, and invoices to gain access to the Microsoft category. However, our documents were repeatedly rejected without any explanation. Despite this, we were allowed to sell in the generic category. Other marketplaces have accepted our documents and granted us category access without issue.
5. Before deactivation, Amazon restricted our selling privileges, citing "Not shipping products." They requested proof of shipping (i.e., customer confirmation of product receipt for recent orders). We contacted customers, received confirmation of delivery, and yet Amazon took no action to lift the restriction.
6. Due to the lack of responses from Amazon, we are unsure if our payments are affected. We have issued invoices to each customer (some of whom are business customers), but if we do not receive payment, I would like to reverse all invoices uploaded to Amazon and withdraw completely from the platform. However, we do not know if we will receive our money or not. If they withhold our funds, I would like to reverse all invoices.
7. Amazon charged us for two months of a professional subscription after I had requested support to cancel it. They agreed to cancel it, but we were charged again the following month.
Questions:
1. Our account has been deactivated. What documents should we submit to Amazon to reactivate our account? The last time we submitted the Certificate of Authenticity, product images, and invoices for brand access, our documents were rejected without a clear explanation. I've searched through Amazon's documentation but couldn't find information on what happens if documents are rejected. Do we get another chance to resubmit, or are we permanently banned? How many opportunities do we have to re-upload the documents?
2. How will the deactivation of our account affect our payments?
3. It seems that Amazon does not accept the Microsoft Action Pack Certificate. Am I missing something? How can we prove the authenticity of the products we sell? What are the best practices? Would using Fulfillment by Amazon (FBA) help?
4. Will we ever receive invoices for the charges made to our bank account? As a company, these invoices are crucial for us.
