I am a UK based Amazon seller and have been 4 years without any problems.
On 4th July, my account was suspended due to a linked/associated account “that was enforced for violating one of our policies.”
Amazon provided me with the name of the account - which is long and Chinese and I do not recognise and the date it was registered in January 2025. Googling the name gives absolutely no results.
On calls with Account Health Specialists, I’ve been able to ascertain:
- It appears the link was primarily due to my previous registered address (which is no longer used) - that was a mail forwarding service provided to other companies
- One Specialist gave me the name of the company that registered the account - from what other Specialists have said - he was not meant to have done this - researching the company name however gives no information (other than their Companies House registration and an address in Argentina)
- Throughout dozens of submissions, they have given me ‘advice’ on what is wrong with my appeal - but it has generally become clear that they seem to just be guessing, rather than specifically understanding info on my case or knowing what evidence is specifically required - often contradicting previous advice or going round in circles
- Many Specialists are unable to advise why anything is wrong, and a few have ‘escalated’ it to the internal team - however it is still rejected.
- Occasionally they have said there are “ongoing links” that need to be fixed - however I get the impression that they don’t know this for sure - I have also scoured everywhere and eradicated any existence of the old address in my account or online. I have also re-updated other account details (payment card, bank account, etc) across my UK account and all other countries in my global account.
I have submitted 20 appeals over many months, all of which have been rejected.
- Generally the reason is:
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“We received your submission but do not have enough information to reactivate your account at this time.
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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.”
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- Or occasionally:
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“We received your submission but do not have enough information to reactivate your account at this time.
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To reactivate your account, please provide evidence that you once owned the account or had account rights but no longer own it or no longer have account rights by providing supporting documentation. This includes but is not limited to sales deed, purchase agreement, business transfer agreement, or contract termination.”
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Documents I’ve submitted:
- Notarised Affidavit - attesting to there being no connection or other account, and reason for mistaken link
- Mail Forwarding Service Termination Letter
- Mail Forwarding Service Invoice
- Mail Forwarding Service Welcome Email & Service Terms
- Mail Forwarding Service Payment Shown On Bank Statement
- Companies House Certificate of Incorporation
- Companies House Information Export (Showing current registered address)
- Companies House Confirmation Statement
- Business Bank Statement
- HMRC VAT Certificate
- Business Insurance Policy
- HMRC UTR Letter
- Proof of Current Address (Utility Bill, Council Tax Bill, Mortgage Statement)
- Trademark Registration (for brand, which is the same as my account name)
- Domain Registration (which matches account name)
- Invoices For Manufacturing and Packing Materials
- Personal IDs - Passport, Bank Statement, Driving Licence
Other steps I have taken:
- Requested for mediation under their policy - but have still not heard anything a month and a half later
- Raised a complaint with Financial Ombudsman - They are still investigating and compiling evidence but are incredibly slow and seem to be limited by what they can get Amazon to do
- Have submitted a formal complaint to Amazon Payments UK under their compliance portal - again with no response in over a month
- Have complained to various email address (eg UK Director, etc) - all of which get not response or are rejected and tell me to submit another appeal
- Paid to employee an Amazon Appeals Specialist company - who have basically gone through the same appeals and calls process I already had, with no luck
My business and account is entirely legitimate, and I have no link at all to the other account. I am sure if I had an person-to-person interview with someone I could provide any documentation or clarification they needed - but I am stuck in this endless process.
Does anyone have any idea what else I can submit? Or how to get information on what documentation is missing? Or how to get Amazon to directly handle my complaints?