Suspended, but alleged separate account is just our user email; Account Health says out of scope
We’re unable to access a selling account that we must reinstate, but the system says there is no seller account associated with the email address connected to the account. It is impossible to appeal an account that doesn’t exist. Multiple Support associates have said they’ve never seen this problem before and Account Health leadership stated the problem is out of their team’s scope, but didn’t provide alternative resolution paths or contacts.
The basics:
- I work for an agency and we manage multiple accounts on Amazon. A client had their account suspended in Oct 2023 due to "a separate account A**** (14-digit MID) which was enforced for violating one of our policies"
- We found this separate account was deactivated in Feb 2023 due to "misusing Support to perform actions that could potentially harm another seller, their listings, or their ratings.” This was due to the client’s ASINs not being brand-stamped correctly on Amazon's end; it was resolved in August and isn't the problem for this post. We have the appeal ready to go; the problem is we have no way to submit it.
- Discovered separate account ID is linked to one of our company email aliases, but that email has just been a secondary user for years, and only in the accounts of this client (we're sure).
- As a test, deleted our email from client’s accounts to see if an unknown account came up, but now we just get “We don’t have a seller account associated with that email address.” We have no record of a separate account created/started for that email alias or client.
We've been tirelessly looking for a way to resolve this, but we’re being sent in circles: first we were told it’s a BR issue so we submitted cases and appeal through BR – closed without response. Then Account Health (AH) said no, it’s a Seller issue so we submitted cases and appeal through Seller – also closed without response. Weeks of calls with AH and we aren’t any closer to understanding how to move forward. One associate said it is a real seller account (but even Amazon can’t access it), another associate said it isn’t a real seller account but a rights owner account, another associate just said call back then hung up on me, and another associate said it isn’t an actual seller account just an odd setting on Amazon’s end causing our cases to be auto-closed. That last person created an internal ticket escalating to AH leadership to review our situation but they closed it saying it was out of their team scope (related to case 14336482861 if a mod will help). We’re stumped; hoping someone has a new idea.
There is a real problem with the current appeal process as it does not provide us or the Support teams with the information needed to resolve the problem.
What we’ve tried/checked:
- Buyer account (Amazon.com) was not closed or suspended; talked to Customer Service, no issues found and they couldn't help further
- Client has a unified NA account and CA and MX markets are fine (but unused); there's no record of, or access to, any other markets
- Client’s brands are Brand Registered and we have permissions (until we removed user email in the test)
- Checked inbox back to 2017 for anything related to the account ID, email alias, account registration, client name, etc. – nothing to show that a separate account was created, started, or closed
- We’ve scoured the multiple account issues posted on the forums and know the usual suggestions of virtual assistant/matching addresses/IP addresses/global markets/etc., but as far as we can tell this is a case of our email being considered a separate Seller account
Thank you!
@TaylorR_Amazon @Quincy_Amazon @Stevie_Amazon @Sandy_Amazon @Cooper_Amazon @Michelle_Amazon @Danika_Amazon @Topher_Amazon @KJ_Amazon @Blake_Amazon@SEAmod@Rose_Amazon@Emet_Amazon
Suspended, but alleged separate account is just our user email; Account Health says out of scope
We’re unable to access a selling account that we must reinstate, but the system says there is no seller account associated with the email address connected to the account. It is impossible to appeal an account that doesn’t exist. Multiple Support associates have said they’ve never seen this problem before and Account Health leadership stated the problem is out of their team’s scope, but didn’t provide alternative resolution paths or contacts.
The basics:
- I work for an agency and we manage multiple accounts on Amazon. A client had their account suspended in Oct 2023 due to "a separate account A**** (14-digit MID) which was enforced for violating one of our policies"
- We found this separate account was deactivated in Feb 2023 due to "misusing Support to perform actions that could potentially harm another seller, their listings, or their ratings.” This was due to the client’s ASINs not being brand-stamped correctly on Amazon's end; it was resolved in August and isn't the problem for this post. We have the appeal ready to go; the problem is we have no way to submit it.
- Discovered separate account ID is linked to one of our company email aliases, but that email has just been a secondary user for years, and only in the accounts of this client (we're sure).
- As a test, deleted our email from client’s accounts to see if an unknown account came up, but now we just get “We don’t have a seller account associated with that email address.” We have no record of a separate account created/started for that email alias or client.
We've been tirelessly looking for a way to resolve this, but we’re being sent in circles: first we were told it’s a BR issue so we submitted cases and appeal through BR – closed without response. Then Account Health (AH) said no, it’s a Seller issue so we submitted cases and appeal through Seller – also closed without response. Weeks of calls with AH and we aren’t any closer to understanding how to move forward. One associate said it is a real seller account (but even Amazon can’t access it), another associate said it isn’t a real seller account but a rights owner account, another associate just said call back then hung up on me, and another associate said it isn’t an actual seller account just an odd setting on Amazon’s end causing our cases to be auto-closed. That last person created an internal ticket escalating to AH leadership to review our situation but they closed it saying it was out of their team scope (related to case 14336482861 if a mod will help). We’re stumped; hoping someone has a new idea.
There is a real problem with the current appeal process as it does not provide us or the Support teams with the information needed to resolve the problem.
What we’ve tried/checked:
- Buyer account (Amazon.com) was not closed or suspended; talked to Customer Service, no issues found and they couldn't help further
- Client has a unified NA account and CA and MX markets are fine (but unused); there's no record of, or access to, any other markets
- Client’s brands are Brand Registered and we have permissions (until we removed user email in the test)
- Checked inbox back to 2017 for anything related to the account ID, email alias, account registration, client name, etc. – nothing to show that a separate account was created, started, or closed
- We’ve scoured the multiple account issues posted on the forums and know the usual suggestions of virtual assistant/matching addresses/IP addresses/global markets/etc., but as far as we can tell this is a case of our email being considered a separate Seller account
Thank you!
@TaylorR_Amazon @Quincy_Amazon @Stevie_Amazon @Sandy_Amazon @Cooper_Amazon @Michelle_Amazon @Danika_Amazon @Topher_Amazon @KJ_Amazon @Blake_Amazon@SEAmod@Rose_Amazon@Emet_Amazon
0 respuestas
Yokie_Amazon
Hi @Seller_VKQf4fIUsX8a2,
I understand you have questions about suspended and separate accounts. I am here to assist with your questions.
We’re unable to access a selling account that we must reinstate, but the system says there is no seller account associated with the email address connected to the account. It is impossible to appeal an account that doesn’t exist. Multiple Support associates have said they’ve never seen this problem before and Account Health leadership stated the problem is out of their team’s scope, but didn’t provide alternative resolution paths or contacts.
Amazon has found a link between your current account and the second account and will require you to go through a process of elimination. You need to think of any way this could’ve happened; 99% of the time, there is a relation, and Amazon requires that you find it.
The basics:
- I work for an agency and we manage multiple accounts on Amazon. A client had their account suspended in Oct 2023 due to "a separate account A**** (14-digit MID) which was enforced for violating one of our policies"
- We found this separate account was deactivated in Feb 2023 due to "misusing Support to perform actions that could potentially harm another seller, their listings, or their ratings.” This was due to the client’s ASINs not being brand-stamped correctly on Amazon's end; it was resolved in August and isn't the problem for this post. We have the appeal ready to go; the problem is we have no way to submit it.
- Discovered separate account ID is linked to one of our company email aliases, but that email has just been a secondary user for years, and only in the accounts of this client (we're sure).
- As a test, deleted our email from client’s accounts to see if an unknown account came up, but now we just get “We don’t have a seller account associated with that email address.” We have no record of a separate account created/started for that email alias or client.
Here are some things to consider:
The related account may use the same 3PL provider that your account uses to send and receive inventory.
Have you ever shared your personal information with anyone else that may also be associated with another account or used someone else’s Amazon.com account to make purchases, and your credit card was used?
Do you work in an office where multiple people use the same WI-FI network and work with different Seller Accounts?
I recommend reviewing your account details – including email addresses, business addresses, phone numbers, credit card numbers, user permissions, etc. Once you can identify what information the accounts have in common, you must submit an appeal and provide details regarding the relation.
Appeal Requirements:
•Root Cause: Explain why or how your account was deactivated and linked to another Seller Account.
•Corrective steps: Pinpoint or analyze what you have done to verify none of your information has been used in relation to another account and what you have done to correct it.
•Preventative steps: What steps or safety measures have you taken to ensure and prevent this issue from happening again?
Supporting documentation may include a potential managing agency name, a potential managing agency website, a potential managing agency email, and/or phone.
If you determine no relation to the related account, you will need to provide evidence demonstrating why the accounts are not directly related.
I would additionally like to recommend reviewing our Amazon’s Multiple Selling Accounts Policies and How to address Amazon’s Multiple Account Policy Violations.
Account Health leadership is correct you will have to contact Seller Support Team to help get access to the first account.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Best regards,
