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Our organization's account has been deactivated because we were unable to have Amazon verify all of the identity information required to meet Canadian FINTRAC regulations. The sticking point is the information about our beneficial owners. The information I've provided has been repeatedly rejected, and I need to communicate with Support to discuss this issue. However, because the account has been deactivated, there is only one support path: Help > Get help and resources > Select a service: Selling on Amazon > Account Health > Reactivate your account > Get help with my appeal from Account Health Support. There are no other options to ask questions on other topics, which is fine (this is the issue I need help with). Unlike other times, however, there is no option to get support by chat or phone, and every time I submit a message, I almost immediately receive two emails: one that starts with "Thank you for contacting Accounts Receivable" and a second that says "This email address is not the correct channel to submit an appeal."

I need help. If my support requests are in fact going to Accounts Receivable, that's obviously wrong, but there is no other option visible to me. The instructions on the second email about how to submit an appeal contain references "Appeal" and "View appeal" buttons on my dashboard that are not there.

My product ASIN: B0DVMQJJS1 was deactivated mid-May.

The compliance team has continuously rejected all of the submissions, without further explanation.

I do get an automated AI response over email, suggesting to "apply SOR /2001-269 regulation", without specific details of what part of the regulation is not being met.

I have submitted all test reports, among with certificate of compliance from an ISO 17025 accredited lab, and I now have exhausted all my options.

I also called the Account Health Support team, and they don't seem to know why it's being rejected either.

I've also tried contacting the seller support, and they don't seem to know the reasons either - they did help me open cases, and I have never heard back any responses I needed, other than generic AI emails.

Lastly, there is a case I initiated on May 7th (Case ID: 17699967501) that I never heard back from the Amazon Seller Support team.

As my last resort, I am hoping to get some support on this forum.

I would really appreciate your advise on this.

Case# 17807824661 (many of other created cases closed already but issues not resolved, account still needs to be re-activated)

My account has been deactivated due to inactivity, but now i am ready to list products and ship inventory to amazon via FBA. I am on professional seller account. Tried numerous times to call, chat, email, but no one knows how to resolve this. It has been over a month now, it is so frustrating!!

I followed the "reactivate link" and uploaded all business information many times, and all verified successfully, but my account is still not activated. All Amazon support team is telling me to wait, over a month now, nothing happens, no one can help :(

"We have reviewed your submission, but we could not complete your verification. As a result, your account will not be activated." I received many emails like this from your support, but my account shows verification completed successfully.

Please help. What i need to do here to re-activate my account?

Hi,

I'm writing to request the closure of two accounts:

CONER_STORE: This is an individual plan account opened last year. I originally intended to change the store name but was unable to, which led me to open the second account.

Tibetan Costume: This is a recently opened account.

Neither of these accounts has generated any sales. My goal is to close both of them so I can then open a new account under a professional plan.

Please see below email I got from amazon

You have been found to be related to an account beginning with Coner Store.

We received your submission but do not have enough information to reactivate your account at this time.

To reactivate your account, please provide one of the following:

-- 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.

-- 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.

-- Evidence that you have successfully got your accounts reinstated from all policy violations on any and all other selling accounts that are enforced by submitting appeals for each enforcement. Please follow the instructions in the communication received for that account or by signing into your Seller Central account.

I've attempted to close both accounts, but I haven't been successful. Could you please assist me through the process or assist with closing them directly?

Thanks

Sherry Dolma

99 units were suddenly marked defective at the beginning of this year. I created a removal order and once I received the units, I personally checked and found that none of them were defective. So I created another shipment and sent them back to Amazon. After receiving the units, the FBA warehouse marked them defective again! When I created a case, the rep told me they can't investigate defective items and to create a removal order... which I had already done to verify they were indeed not defective. How do I get Amazon support to actually put in any effort to assist in this matter?

Order ID : 701-4053444-3571416 , Customer is found the product too heavy for them to lift even though it's clearly stated in the listing how heavy the product is. Customer wants to return the item but does not want to cover shipping charges. Customer leaves a one star review asking for a pick up arranged for the product; there is no such process or promise in the sales contract that tells customer free returns or free pick arranged. Customer calls customer service; customer service opens up an AZ and immediately refunds the customer from the AZ record opened . AZ Record : "Customer comments: Is anything missing? No. Do you want to return the item? Yes. Is anything broken? No. Could you provide more details? The item doesn't meet my expectations. Please describe the problem Style or fit isn't right. Reason Code: MATERIALLY_DIFFERENT" . The item is not materially different nor different weight. AZ is granted with ODR marked as YES. Besides fulfilling the exact same product listed on the listing and delivering on time what else the seller is supposed to do ? why is the ODR is being marked as YES when there is no fault on service nor on the product. No the order is refunded , the product worth CAD 975 left at the customer. What should be done so our merchandise is not being wasted and how can we get this ODR corrected ?

i Have a shipment ID :FBA18X6FFGBL. it was in transit from ontario to calgary. the carrier had a delivery appointment set which they missed due to logistics. when they tried to book another appointment they were not able to and when i checked it looks like amazon cancelled the shipment because we didnt cancel it.

i've tried communicating with seller support to no avail as this was there response (case ID 17863762471)

"Thank you, for bringing this problem to our attention. I have reviewed your issue regarding shipment status change for FBA18X6FFGBL in detail.

After a review of your shipment [FBA18X6FFGBL], we've determined that we will not be able to change the status as the shipment is [CANCELED].

If your shipment was canceled, but you still plan to send in your inventory, please create a new shipment and apply new FBA box IDs that correspond to the new shipment.

If your shipment is in transit to our fulfillment center, ask your carrier to confirm that they have a valid and active delivery appointment in "Carrier Central":

https://carriercentral.amazon.com

Once the appointment is confirmed, the fulfillment center will receive the shipment as planned.

Note: Shipments that are [CANCELLED] cannot be reopened and will not be expected for arrival at the fulfillment center."

however The shipment is already in transit and has been for the last week. The carrier is unable to create an appointment because the shipment has been cancelled. We didnt cancel the shipment on our end, it was cancelled by Amazon.

We are unable to make a new shipment and apply new labels since the shipment is already in transit.

what can we do?

A customer ordered 8 sets of socks in two different sizes on May 5. On May 26, I was notified that a return was cancelled by the buyer. Then, on June 4 at 9:20 AM, I received a new return request. Just three minutes later, at 9:23 AM, the buyer filed an A-to-Z Guarantee claim.I believe three minutes is not enough time to respond to a return request—though I suspect the buyer had already intended to file the claim regardless. In her claim, she stated that only half the items were “materially different” from the description, and she wanted to return just those.I had shipped the order quickly (delivery within 2 days from the U.S.), and I responded to the claim with a detailed explanation. However, almost immediately after my response, Amazon granted the claim in the buyer’s favor and marked it against my account.No images or evidence were provided by the buyer to support her claim. Moreover, she is keeping half the socks—identical to the ones she claims were materially different.It’s incredibly frustrating that Amazon approved this claim before I could even respond to the original return request, especially without any supporting evidence from the buyer. This feels like a clear case of system abuse, where sellers are left to bear the cost.