Account deactivated due to multiple acounts; possible identity theft
I have not used or accessed my amazon seller account for years. Last month I began receiving emails saying that I completed video interview with Amazon and the account is reactivated. I even started receiving emails from Amazon Mexico and Japan. I thought it might be a phishing attempt, but I logged into Amazon Seller central for the first time in years, just to double check to make sure no one is listing stuff on my account. Everything seems good, password was untouched, so I chalked up the emails to be phishing emails or a mistake on their mailing system. I wanted to talk to support about this just in case, but there was literally no number to call or anywhere to chat with an agent. So I just left it alone.
A few days ago I received an email saying my seller account was deactivated because I have a separate account "Trends n Merchandise" which is literally the same name as my store name. And that to reactivate my account "Trends n Merchandise" I need to submit an appeal on the other associated "Trends n Merchandise." I don't own any other accounts and how do they have the exact same name? I tried to file an appeal but it keeps saying that I lack information. But the reality is YES I am lacking information. I don't even know what account is associated. I don't know what is going on, there's no one to speak to about this. I believe my account was targeted because it was inactive and someone gained access to my information to create another account with my name. That's the only logical explanation for this.
I tried to contact support but it only allows to file an appeal. When I try to ask questions, they just decline the appeal and send the same message saying I need to follow these steps to reactive the account... I already sent in a photo of my passport and an explanation of what happened, but again I just get the basic rejection message saying that my account is not reactivated because i lack sufficient information...
is there a number I can call to actually talk to someone about these issues? If this happened on eBay, at least I can call and talk to a live agent. But it looks like Amazon makes it extremely difficult for a seller to fight against identity fraud because there is literally no option to talk to support directly. If Amazon kept a copy of the proof of identity that the other account provided, i can show my proof of identity and it will be very easy to see that someone used fake credentials to pass this video interview.
4 replies
Seller_nh8YkEfnxTaey
I will attach the email from Amazon support. One thing that I do not understand is why they address me as TrendsnMerchandise. The account that I am posting this from is Trends n Merchandise. It is the same email that is receiving the support emails. On my seller account, there are no violations except the multiple account issue.
Seller_nh8YkEfnxTaey
Hello TrendsnMerchandise,
You have been found to be related to an account beginning with Trends n Merchandise.
We received your submission but do not have enough information to reactivate your account at this time.
To reactivate your account, please provide evidence that you have never owned a separate account and believe this deactivation was in error by providing supporting documentation. This includes but is not limited to any authorized or unauthorized relationship through a third-party company or evidence of account compromise. If we cannot substantiate the claim, your account will not be reinstated.
How do I send the required information?
Please click on the View Appeal button on the Account Health page and submit additional information as requested.
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap
What happens if I do not send the requested information?
If we do not receive the requested information, your account will remain deactivated. Do not attempt to create a new seller account. Creating a new account will delay the reactivation process and may lead to permanent closure of your account.
We're here to help.
If you have questions about our Multiple Account Policy or information requested above, read our “Selling Policies and Seller Code of Conduct":
https://sellercentral.amazon.com/gp/help/G1801
If you need additional information on requirements for appealing, watch the following videos available on Seller University:
-- Understanding Multiple Account Policy:
https://sellercentral.amazon.com/learn/courses?ref_=su_course_accordion&moduleId=1e699b06-7a02-49f7-a155-4642280a63d0&courseId=b1a08bc8-bca0-47a1-8ce0-8e5615ab2f98&modLanguage=English&videoPlayer=airy
-- Addressing Multiple Account Policy Violations:
https://sellercentral.amazon.com/learn/courses?ref_=su_course_accordion&moduleId=56cdec0f-e196-49bd-aa26-e02440f70885&courseId=b1a08bc8-bca0-47a1-8ce0-8e5615ab2f98&modLanguage=English&videoPlayer=airy
You can view your account performance or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device.
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap
The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Amazon.com
Seller_nh8YkEfnxTaey
Here is the original deactivation email. The confusion is this part:
"You have a separate account Trends n Merchandise which was enforced for violating one of our policies. As a result, you may no longer use the Trends n Merchandise Selling account to sell on Amazon.com."
It is literally the same name!!!
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Your Amazon.com Seller account has been deactivated in accordance with section 3 of Amazon's Business Solutions Agreement. Your listings have been disabled. Funds will not be transferred to you but will be held in your account while we work with you to address this issue. For more information, please review the Funds Disbursement Eligibility Policy: https://sellercentral.amazon.com/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6. Please ship any open orders to avoid further impact to your account.
Why is this happening?
You have a separate account Trends n Merchandise which was enforced for violating one of our policies. As a result, you may no longer use the Trends n Merchandise Selling account to sell on Amazon.com.
How do I reactivate my account?
In order to reactivate this Selling account, Trends n Merchandise please follow the below steps:
1. You must first reactivate the account associated with Trends n Merchandise by submitting an appeal. Please follow the instructions in the communication received for that account.
2. Once you have successfully reactivated that account, please submit an appeal to reactivate the current account, Trends n Merchandise by using this link: https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap. When submitting the appeal, you will need to provide us with the name of the account that was reactivated and the date of reactivation.
What if I don’t own the account – Trends n Merchandise ?
If you believe you do not own the other account, please follow the below steps:
1. If you once owned the account/were a rights owner but no longer own it/no longer have account rights, please submit an appeal following this https://sellercentral.amazon.com/performance/notifications and provide supporting documentation to show that you no longer own it/no longer have any relationship to this account. Supporting documentation may include sales deed, purchase agreement, or business transfer agreement, contract termination, etc.
2. If you do not recognize the above account and believe this de-activation was in error, please submit an appeal following this link: https://sellercentral.amazon.com/performance/notifications and confirm that this account does not belong to you. If we cannot substantiate the claim, your account will not be reinstated and this account will not be allowed to do business on Amazon in the future.
What happens if I do not send the requested information?
If you don’t take the actions above, your account will remain deactivated.
Regards,
Seller Performance Team
Seller_nh8YkEfnxTaey
My account was enrolled in Global Selling. Is it possible that someone operated one of the accounts in another country under my name? Is this why both of the names are exactly the same? Please help!
