Get over $50K in potential incentives when you start selling with Amazon. Learn how
Get over $50K in potential incentives when you start selling with Amazon. Learn how
    Seller Forums
    ForumsHomeDiscussionsGroups
    ForumsHomeDiscussionsGroups
    user profile

    New Seller Community

    502K members
    4.3K discussions
    user profile

    New Seller Community

    502K members
    4.3K discussions
    Discussions

    Browse discussions

    Update your preferences for improved recommendations
    pinPinned by community manager
    user profile
    Seller_dnxnrsZIeTNo3
    ∙in New Seller Community group
    user profile
    Seller_hL6MqM17Y9bjg
    ∙in New Seller Community group
    user profile
    Seller_dnxnrsZIeTNo3
    ∙in New Seller Community group
    user profile
    Seller_3qQfRpOBbfjbZ
    ∙in New Seller Community group
    user profile
    Seller_IHG5YyIgHT45E
    ∙in New Seller Community group
    user profile
    Seller_b5vvEQzmoQnl3
    ∙in New Seller Community group
    user profile
    Seller_Cv84sh9vOYZor
    ∙in New Seller Community group
    user profile
    Seller_zCfnsHBexFAGe
    ∙in New Seller Community group
    Sort by
    RecommendedLatest activityRecently createdMost viewedMost voted
    Filters
    Date/timeAll TimePast dayPast weekPast monthPast 3 monthsPast yearDate Range
    Quick filters
    Discussions
    Categories
    Tags
    Tags will populate based on category selection

    Browse discussions

    Update your preferences for improved recommendations
    pinPinned by community manager
    user profile
    Seller_dnxnrsZIeTNo3
    ∙in New Seller Community group
    user profile
    📞 External Contact Requests: Handle Professionally & Compliantly
    by Seller_dnxnrsZIeTNo3

    Hello Sellers!

    "Can I call you?" or "Email me directly at..." are requests you'll encounter as a seller. While it might seem helpful to communicate off-platform, doing so violates Amazon's policies and puts your account at risk. Let's cover how to handle these requests professionally while staying compliant.

    Why Amazon Requires On-Platform Communication

    Amazon's communication policy isn't about control...it's about protection. When all communication stays on Amazon's platform, both you and your customers have:

    1. Dispute Protection: Amazon can review message history if claims or disputes arise
    2. Privacy Protection: Customer contact information stays secure
    3. Policy Enforcement: Amazon can identify and prevent manipulation or fraud
    4. Transaction Security: All order-related communication is documented and traceable
    5. The risk to your business: Attempting to move communication off-platform can result in immediate account suspension, even if your intentions are good.

    Common External Contact Requests

    Customers asking for:

    Your phone number for "quick questions"

    Your email address for "easier communication"

    Your website for "more products"

    Your social media accounts to "follow your business"

    Why they ask: Customers often don't understand Amazon's policies or prefer their usual communication methods. They're not trying to get you in trouble—they just don't know the rules.

    How to Redirect Professionally

    When a customer requests external contact, use this approach:

    Step 1: Acknowledge and Empathize

    ✅ "I understand you'd prefer to communicate by phone/email, and I appreciate you reaching out"

    Step 2: Explain the Policy (Briefly)

    ✅ "Amazon requires all order-related communication to stay on this messaging platform to protect both of us"

    Step 3: Offer the Solution

    ✅ "I'm here to help with any questions through this messaging system. What can I assist you with?"

    Complete Example: "Thanks for reaching out! I understand phone calls can be more convenient, but Amazon requires all communication to stay on this platform to protect both buyers and sellers. I'm happy to help you here—what questions do you have about your order?"

    What NOT to Say

    ❌ "I'd love to, but Amazon won't let me" (Makes Amazon seem restrictive rather than protective)

    ❌ "I could get suspended if I give you my number" (Puts your problems on the customer)

    ❌ Just ignoring the request (Seems unhelpful and unprofessional)

    ✅ Focus on what you CAN do, not what you can't

    Handling Persistent Requests

    If a customer insists:

    "I really need to call you about this issue."

    Your response:

    ✅ "I completely understand this feels urgent. I'm able to help you just as quickly through messaging here. Can you describe the issue you're experiencing? I'll respond right away."

    If they continue pushing:

    ✅ "I'm committed to resolving this for you, but I'm unable to communicate outside Amazon's platform per their policies. Let's work through this here—I promise I'll make it as easy as possible."

    The One Exception: Returns

    For return shipping addresses, you must provide your address through Amazon's return authorization process. This is compliant because it's necessary for the transaction.

    ✅ Use the "Authorize Return" button in Seller Central

    ✅ Provide your return address in the return authorization ❌ Don't share your address in regular messages unless it's part of an authorized return

    When Customers Share Their Contact Info

    If a customer includes their email or phone in a message to you:

    • Don't use it—respond only through Amazon's platform
    • Don't acknowledge it in your response
    • Continue the conversation as if they hadn't shared it

    Why: Even if they volunteer their information, using it violates policy and puts your account at risk.

    Protecting Your Business

    Red flags that suggest policy violations:

    1. Customer asks to complete transaction outside Amazon
    2. Customer offers to pay you directly to avoid fees
    3. Customer wants to discuss "business opportunities" off-platform

    If you suspect fraud or policy violations, report it through Seller Central rather than engaging.

    Have you received external contact requests? How did you handle them? Share your approach below!

    0 votes
    0 votes
    13 views
    0 replies
    Latest activity
    user profile
    Seller_hL6MqM17Y9bjg
    ∙in New Seller Community group
    user profile
    Subject: Reconciling Wholesale Invoices (Business Name) with an Already Verified Personal Account for ungating
    by Seller_hL6MqM17Y9bjg

    I am a brand new seller, and I have already successfully completed my Identity and Address Verification under my Personal Name. I am operating as a home-based business (Sole Proprietor/DBA) with all proper state business registration documents.

    I am now hitting a "Catch-22" regarding the 2026 ungating requirements that I haven't seen a clear solution for.

    The Situation:

    • Account Status: Fully Verified (under my Personal Name and Home Address).

    • Documentation: I have a registered Business Name (DBA) and an EIN, but because I work from home, my utility bills remain in my Personal Name to satisfy Amazon’s address verification.

    • The Conflict: I am ready to source inventory from legitimate wholesalers/distributors. These suppliers require my business license and, consequently, issue all invoices in my Business Name.

    The Catch-22 Paradox:

    1. The Invoice Match: In 2026, Amazon’s automated ungating system appears to require a 1:1 match between the "Legal Entity" name in Seller Central and the "Bill To" name on the wholesale invoice.

    2. The Verification Risk: If I change my Legal Entity name to my Business Name to match the invoices, I risk triggering a re-verification. Since I cannot produce a utility bill in a business name for a residential address, I would likely fail that verification.

    3. The Rejection Loop: If I keep my account in my Personal Name (to protect my verified status), my wholesale invoices are consistently rejected because the name on the invoice (Business Name) does not match the account (Personal Name).

    My Question:

    For those of you who are already verified as individuals/home-based businesses, how are you getting invoices approved that are made out to your business entity?

    Is there a specific way to "link" a Business Name to a verified Personal Account in the backend so the automated system recognizes both? I want to start sourcing, but I’m at a standstill because I cannot reconcile these two requirements.

    Has anyone successfully used a "Personal Name DBA Business Name" format in the Legal Entity section without triggering a utility bill rejection, or is there another way?

    1 vote
    0 votes
    24 views
    2 replies
    Latest activity
    user profile
    Seller_dnxnrsZIeTNo3
    ∙in New Seller Community group
    user profile
    ⚠️ Common Customer Communication Mistakes (And How to Fix Them!)
    by Seller_dnxnrsZIeTNo3
    Amazon replied

    Hello sellers!

    Even experienced sellers make communication mistakes that can hurt their business. The good news? Most are easy to fix once you know what to watch for. Let's walk through the most common missteps and how to avoid them. Small changes in how you communicate can dramatically improve your seller metrics and customer satisfaction.

    Mistake #1: Responding Too Slowly (or Not at All)

    The Problem: Waiting days to respond or ignoring messages entirely.

    Why it hurts: Late responses frustrate customers and violate Amazon's 24-hour policy, damaging your account health.

    The Fix: Set up mobile notifications and check messages twice daily. Even if you need time to research an answer, send a quick acknowledgment: "Thanks for reaching out! I'm looking into this and will have an answer for you within [timeframe]."

    Mistake #2: Using Generic, Robotic Responses

    The Problem: Copy-pasting the same template for every situation without personalization.

    Why it hurts: Customers can tell when you're not actually reading their message, which makes them feel unheard and more likely to escalate.

    The Fix: Start with a template but customize it. Use the customer's name if available, reference their specific issue, and adjust your tone to match the situation. "I understand you needed this for your daughter's birthday—I'm so sorry it didn't arrive in time" beats "We apologize for any inconvenience."

    Mistake #3: Making Promises You Can't Keep

    The Problem: "It'll definitely arrive by Friday!" or "This will never happen again!"

    Why it hurts: When you overpromise and underdeliver, you create bigger problems than the original issue. Broken promises lead to negative feedback and claims.

    The Fix: Be honest and realistic. Use phrases like "typically arrives within 3-5 business days" or "I'll do everything I can to prevent this in the future." Set expectations you can actually meet.

    Mistake #4: Getting Defensive or Argumentative

    The Problem: Responding to angry messages with defensiveness: "That's not our fault" or "You should have read the description."

    Why it hurts: Defensive responses escalate conflicts and virtually guarantee negative feedback or claims.

    The Fix: Lead with empathy, even when the customer is wrong. "I understand your frustration" or "I can see why this is disappointing" diffuses tension. Then offer a solution: "Here's what I can do to help..."

    Mistake #5: Ignoring the Customer's Actual Question

    The Problem: Sending information the customer didn't ask for while missing their actual question.

    Why it hurts: Customers have to message again, wasting everyone's time and increasing frustration.

    The Fix: Read the message carefully before responding. Answer the specific question first, then provide additional helpful information if relevant.

    Mistake #6: Using Jargon or Overly Formal Language

    The Problem: "Per our return policy stipulations..." or "Your inquiry has been escalated to our fulfillment department."

    Why it hurts: Confusing language creates barriers and makes customers feel like they're dealing with a faceless corporation.

    The Fix: Write like you're talking to a friend. Use simple, clear language: "According to our return policy..." or "I've asked our shipping team to look into this."

    Mistake #7: Forgetting to Follow Up

    The Problem: Resolving an issue but never checking if the customer is satisfied.

    Why it hurts: You miss opportunities to turn negative experiences into positive ones and prevent feedback issues.

    The Fix: After resolving a problem, send a brief follow-up: "Just checking in—did the replacement arrive? Is everything working well now?"

    Great customer communication isn't complicated—it's about being responsive, honest, empathetic, and clear. Fix these common mistakes, and you'll see improvements in your feedback, customer loyalty, and overall seller performance.

    Which of these mistakes have you made? Or what other communication mistakes would you add to this list? Share your experience below!

    1 vote
    0 votes
    45 views
    4 replies
    Latest activity
    user profile
    Seller_3qQfRpOBbfjbZ
    ∙in New Seller Community group
    user profile
    Help Needed: Brand Approval Invoice Rejected – Case #19463144001
    by Seller_3qQfRpOBbfjbZ
    Amazon replied

    Hello Seller Support Team and Community,

    I need help with a brand approval request for my Amazon account. My case ID is 19463144001.

    I purchased 20 units of this product directly and legitimately from the brand. Following Amazon’s requirements, I submitted an authentic, brand-issued invoice that includes all required details:

    Brand/supplier name and address

    Contact information

    Invoice number and date

    Product name and quantity

    Despite submitting all required information, my invoice has been declined multiple times without a clear explanation. This is confusing and frustrating.

    I also want to clarify that this brand is currently not enrolled in Amazon Brand Registry. As a result, the brand itself cannot add me to Brand Registry. This is beyond my control. Nevertheless, all products were sourced from a legitimate channel and are 100% authentic.

    I kindly request guidance on how to get Amazon to accept my invoice. I am fully willing to provide the brand’s contact details or any additional documentation if needed.

    As a new seller, I am committed to following all Amazon policies and operating my business transparently. I have cooperated fully with all requests, and I hope my case and submitted invoice can be reviewed carefully.

    Thank you in advance for any guidance, suggestions, or support!

    Best regards,

    0 votes
    0 votes
    27 views
    6 replies
    Latest activity
    user profile
    Seller_IHG5YyIgHT45E
    ∙in New Seller Community group
    user profile
    Support For Seller
    by Seller_IHG5YyIgHT45E

    I was selling a product. I am an Independent Beauty Consultant in the company. Amazon said I was selling non-original products on my store and they deactivated my account, while I have all my invoices for the products. This makes me very sad. While I am on this platform, I ask that Amazon review my account and reactivate it so that I can start selling again. There may be people who are out there who are going to report people so that Amazon can deactivate the Seller's store because their store was deactivated. You can imagine a customer buying 3, 6, or 10 products and saying that the products are not original and that customer keeps the products and does not return them, and then they will refund the money for the products in their possession, while Amazon says that if the customer does not send the product back to you, you cannot send a refund, you have to wait for the customer to send the product back and send a refund. I would like to ask Amazon to review my store so that it can be reactivated for me, please, and maybe there are others who may be in the same situation as me, please send a message to their authors as well.

    0 votes
    0 votes
    26 views
    3 replies
    Latest activity
    user profile
    Seller_b5vvEQzmoQnl3
    ∙in New Seller Community group
    user profile
    CPC Certificate
    by Seller_b5vvEQzmoQnl3
    Amazon replied

    Hi, I have received a CPC certificate from an Amazon approved lab. How do I upload the same on Amazon Seller Central?

    0 votes
    0 votes
    12 views
    4 replies
    Latest activity
    user profile
    Seller_Cv84sh9vOYZor
    ∙in New Seller Community group
    user profile
    Product is still in Receiving status
    by Seller_Cv84sh9vOYZor

    My product shippment delivered on 29 january to amazon warehouse, and it's showing Receiving Status since 1st feb, it's been 11 days and no uodates from amazon it's only saying "Please note: We are unable to manually expedite the shipment receive process, and Selling Partner Support does not have further guidance. If there are any issues or discrepancies with your shipment, it will be eligible for investigation on or before Feb 22, 2026" - what should i do? i want to run ads once it gets "available'' but not sure how much more time it will take

    0 votes
    0 votes
    7 views
    3 replies
    Latest activity
    user profile
    Seller_zCfnsHBexFAGe
    ∙in New Seller Community group
    user profile
    Return request
    by Seller_zCfnsHBexFAGe
    Amazon replied

    Hello,

    I have a return request that was purchased from 12/14/2025. It arrived late due to weather conditions with UPS. While I understand it was still late I am willing to accept the returns. However, the buyer still have not shipped out the product. I also sent an email apologizing for the delay as well and no reply.

    Request Date: 01/12/2026 28 days ago

    Order Date: 12/14/2025 57 days ago

    Approval Date: 01/12/2026 28 days ago

    I have not issued a refund as I have not received the product back. If the request date reaches 30 or more days what should I do with the refund request?? I cant afford to refund them without the return products.

    I see some people say leave it as it gives the buyer leverage to flag my account as declining to accept return but others are saying I should cancel the request if it exceeds 30 days.

    0 votes
    0 votes
    26 views
    2 replies
    Latest activity
    About

    About New Seller Community

    Welcome to the New Seller Community, we're excited you're here!

    As a new seller and member of the community, you'll have the ability to ask questions, get advice from peers, and learn from educational posts highlighting best practices and programs available to help you sell in Amazon's store during your first 18 months. We hope you'll become an active member by posting, commenting, and sharing your experience with other new sellers. Once a seller reaches 18 months of being part of the New Seller Community, they will be automatically removed from the group and will be provided an in-forum notification once removed.

    Just getting started? We recommend visiting these threads to acquaint yourself with the New Seller Community.
    Welcome to the New Seller Community

    Frequently Asked Questions

    1. Who is eligible for membership in the New Seller Community and how can I join?
      Only sellers registered to sell in Amazon's store for less than 18 months are eligible to participate in the New Seller group. You will be automatically added to this group based on your eligibility. You will receive a notification before you are removed from the group.
    2. I'm new to selling in Amazon's store. Why don't I have access to this group?
      We're adding new sellers to the group every few days, so there might be a short delay between the time you're approved and when you can post. If you don't yet have access, please check back in a couple of days. In the meantime, we encourage you to visit other threads in Seller Forums to ask a question or take part in a discussion.
    3. Who can contribute and post in the New Seller Community?
      All Seller Forums members can read New Seller group threads but only group members can post or interact in the New Seller group.
    4. Can I still post and engage in the larger Amazon seller forum after I leave the New Seller Community?
      Absolutely! The purpose of this change is not to remove you from the broader seller community. After your 18-month tenure is up and you transition out of the New Seller group, you'll still be able to participate fully in the general Amazon seller forums just like all of thousands of other sellers who are not a part of a group today.
    5. What is the reasoning behind this 18-month tenure?
      The New Seller Community group was created to provide specialized support and resources for individuals who are new to selling with Amazon. After 18 months, we've found that most sellers have developed a solid foundation and are ready to engage beyond just the "new seller" designation and even have the ability to share their experiences and guidance with others. Transitioning members out of the New Seller group at that 18-month mark allows us to keep the community focused on supporting those who are truly in the earliest stages of their Amazon selling journey. It ensures the group remains useful and welcoming for new sellers coming in. Of course, just because you leave the New Seller group doesn't mean you lose access to the wealth of information and community support available to all Amazon sellers.
    6. How do I opt-out of the New Seller Community?
      If you decide you don't want to be a member of the New Seller group, you may opt-out here at any time. Please note that removal can take up to 7 business days.