Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,797 total complaints in the last 3 years.
21,188 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The complaint that follow is regarding the following orders: - From Mar 18, 2024 Order # ***-5697277-0229846 $79.17 (1 item)- From Mar 18, 2024 Order # ***-5282262-2680238 $88.59 (1 item)- Mar 17, 2024 Order # ***-3028340-4075463 $41.70 (2 items)Find pictures related to the issue attached.1) Those supposed to be delivered Mar 22, but never arrived. I called the same day and was told they would be delivered only Mar 28. I promptly told them I did not wanted them anymore and wanted to be refunded for the full amount at the payment method.After almost an hour lost on the phone they agreed and proceed to request the refund and hold the delivery, they said they spoke with **** the courrier for those, and were able to hold it.The Representative than told me all ok, the refund was processed.2) Today is Mar 27 and I just noticed the three orders above appear at my account as delivered at a dock. There is no dock here. None of these packages were delivered.I also noticed that they were not refunded as well as previously agreed.So I waisted more of my time calling Amazon again.The representative told me she was able to find out that the itens were actually returning to the seller, for me to disregard that.She then told me she would proceed with the refund and asked me to wait. She came back asking for more time.After almost 20 min another person answered the phone with no idea what the call was about. I had to explain everything again and the person was very rude and inquisitive, I asked for a supervisor after losing much of my time again. Waited another 20min and the line dropped.They have the products and the money. Told me they would refund me and never did.STATE D.A.s MUST LOOK INTO HOW MANY PEOPLE ARE HARMED BY THEM AT THE SAME SCHEME AND NEVER NOTICE?Just want the money Amazon stole from me back.People are being constantly harmed by Amazons procedures that makes the customer have to spend hours to get their problem NOT SOLVED.
Business Response
Date: 03/29/2024
Hello ******,

I'm **********;**********;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I completely understand your concern about the delivery of your recent orders.

I've researched and see the items were returned to us as undeliverable. Unfortunately, we won't be able to issue a refund for them. You'll receive a refund for them once the return is processed from our end.

Thanks for your understanding.
Customer Answer
Date: 03/29/2024

Complaint: 21496581

I am rejecting this response because:
Amazon is confirm that they did not delivered it, meaning it is still at their possession, at the same time at my account it still appears as delivered, all 4 itens of the 3 orders, and they say they will only return the money they are sequestering from me when they get the itens back.
it is unacceptable, they have my money and the products, they were the ones that sold me something that they were not able to deliver, not me, its been almost 4 weeks now, and they are refusing to refund me until they get the products that are still in the possession of themselves or their affiliates.
District Attorneys from around the country must take action because they are probably harming thousands of people who become helpless by their careless actions. People mist know this case that is happening with me because I know it is happening to thousands.
I want my money refunded now, I cant have all that money frozen for them to use it meantime!
What will Amazon do to make up for all the stress it is causing?
Sincerely,

*****************************
Customer Answer
Date: 04/03/2024
Ive been trying to connect with Amazon, requesting a call back to understand what is happening with the refunds for 3 orders that were not delivered to me and no refund was issued as well.
But I keep getting the attached message of error from Amazon.com website for the last few days.
Ive been unable to talk to someone to get my money back and the money is still at Amazons possession.
The orders are the following:
From Mar 18, 2024 Order # ***-5697277-0229846 $79.17 (1 item)
From Mar 18, 2024 Order # ***-5282262-2680238 $88.59 (1 item)
Mar 17, 2024 Order # ***-3028340-4075463 $41.70 (2 items)
Business Response
Date: 04/06/2024
Hello,

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand your concern about the refund for your undeliverable packages.

I've researched and confirm that the refund was already issued to your card on April 05. You'll see the refund for all the 3 orders on your bank statement within 3-5 business days.

Thanks for your understanding.
Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a gift along with a gift receipt. I couldn't use the gift, so I returned it using the gift receipt and the *** pickup option. Only one package out of two was picked up by ***. I contacted Amazon to ask them what to do about this and (see chat transcript) they said to keep it. I think this was around March 9th or 10th. They said to wait another couple weeks to let the "unreceived" product get processed for a refund-- no later than March 25th, they said. By March 25th I still hadn't received a refund, so I reached out to customer service again. This time they promised a full refund of $182.25 plus a $10 promotional credit, to be received within ***** hours. I waited until the 48th hour on March 27th and contacted them again-- still showing no refund. That brings us up to today. I chatted with a manager who promised the refund plus the promotional credit would appear on my account within 2-4 hours. That was around 8:30 am this morning, and it's after 3 pm. I doubt I will ever get a full refund of this gift if I don't seek intervention. I have wasted enough time already with exceedingly polite customer service agents who promise the same thing (a refund, now plus return shipping and a tiny promotional credit) and deliver the same thing-- nothing. Please help. $7.99refund of return shipping for last product returned $10.00tiny promotional credit $148.35aerogarden $33.90aerogarden accessories $200.24total
Business Response
Date: 03/29/2024
Hello ******,
I'm Himaja from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I am so sorry about the issue you faced with the return of your gift orders.

I understand that you are yet to receive refund on one of the 3 items you returned.

Upon reviewing, I see that all the three items have been refunded on your gift order. Further, I found that the refund on your 'Tigvio 125pcs Seed Pods Kit for Aerogarden' and 'Aerogarden Salad Greens Seed Pod Kit with Red and Green ***** worth $13.72 and $7.12 have been refunded to your Amazon gift card which can be found on your account under Gift card option.

However, the refund worth $148.35 towards 'AeroGarden Harvest Slim Indoor Garden Hydroponic System' has been processed to the gift giver's Amazon gift card and upon research, I see that the purchaser already redeemed all the amount from the gift card balance on their account.

In this case, I am afraid that we cannot issue another refund on this item nor can we transfer the balance from that purchaser's account to that of yours.

So, kindly contact the gift purchaser about this in order to get a solution.

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 04/01/2024

Complaint: 21496391

I am rejecting this response because:
Amazon's gift policy clearly states that the gift giver will not be alerted of a gift being returned. The gift was returned by receiver through proper protocols using gift receipts, yet gift giver was notified of the gift's return and improperly issued the gift refund. This caused extreme social embarrassment as the gift receiver had already thanked giver for gift.
Additionally, Amazon's policy is to issue a refund to the gift receiver in the full amount of the gift in the form of Amazon credit. This was also not done. At least two policies were violated by this seller. I will continue to escalate this with Amazon until satisfactory resolution is achieved.

Sincerely,

*****************************
Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My dissatisfaction with Amazon's handling of the order I placed on 3/16/24 Order Number 113-1831591-4836238. Despite multiple promised delivery dates, the package remains undelivered.Despite numerous attempts to resolve this issue with Amazon's customer service, I have encountered unhelpful responses and a lack of accountability also all customer service refused to let me speak to their supervisor, some even hung up on me. I was assured of a refund on 3/26 for the amount of $86.95 to the original payment method (gift card balance) which Amazon failed to do what was promised, the refund has not been processed. According to two of their customer service agents, they denied the email Amazon sent me regarding the refund and were told they would not issue a refund unless the package returned to their return center, which I have no control over since Amazon never delivered the package to the Amazon locker. I'm now being asked to wait until 4/21/24, with no guarantee of resolution. I don't think it is fair to hold my money or not give me a refund due to Amazon's fault.Given the prolonged delay and lack of clarity, I am seeking assistance from the Better Business Bureau (BBB) to intervene and ensure a prompt resolution. It is unacceptable to hold my money for an undelivered package, especially without a clear timeline.
Business Response
Date: 03/28/2024
Hello ******,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've checked and see that both the items have been fully refunded. I've forwarded the feedback to the logistics team so that they can work on future improvements and also know what might have happened.

For security reasons, we are unable to disclose any investigation results. However, please be assured that this will not go unheard and our concerned team will work on ensuring these issues don't happen in future.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 03/29/2024
Refund received on 3/28/24. Thank you, BBB!
Customer Answer
Date: 03/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:03/27/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ***/*****,I am writing to file a formal complaint against Amazon.ca, **** regarding an issue with my account that has not been resolved despite my attempts to contact their customer service.On Marrch 25th, my ********************** account was unexpectedly closed, with the reason given that it was associated with another account. I would like to emphasize that I have only ever had one Amazon account and believe there has been a misunderstanding or error on their part. My account details are as follows:Account Name: *************** Email Address: ********************** I have attempted to contact Amazon's customer service multiple times since the closure of my account, both through email and their online support system. However, I have not received any substantive response or resolution to my issue. The lack of communication and resolution from Amazon has been frustrating and has caused inconvenience, as I am unable to access my account and make purchases.I am seeking the assistance of the Better Business Bureau to help facilitate a resolution to this matter. I would like Amazon to thoroughly investigate the reason for my account closure, reinstate my account, and provide an explanation for the misunderstanding.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue with Amazon.Sincerely,
Business Response
Date: 04/21/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the internal team regarding customer's account closure. We have informed customer the same on 04/21/2024

Sincerely,

****
Amazon.com
Initial Complaint
Date:03/27/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I purchase from Amazon from time to time, as this is an e-commerce site. In order for me to see if the item is a good fit since they do not have brick and mortar, I purchased two items for my new apartment from the site at the end of February, and once I received the items, I realized that the couch cover would not fit, and the ** stand looked used and had a had a missing screw, so I didnt put it together. Within a week of receiving my items, I requested a return. Amazon requested that I return the items to two different places. I received a refund for the couch cover. They requested that I send the ** stand to **** which I did. I checked the site and noticed that I didnt receive the initial confirmation. I checked the Amazon app, and it shows that they received the item and that it would take 710 business days. I checked again, and the refund was moved to April. Mind you, I ordered this in February. I reached out to Amazon, and the rude rep told me that it was a technical issue and I would get my refund within 710 business days. I asked for the number, but he disconnected the chat. So I started a new chat to request the information needed, and thats when ******* told me that I was unusually active on my account and that they needed my ID. I asked them why, and he refused to let me know. He said if they had the item, if I didnt send my personal identification, I would forfeit my return. How is it unusual for one item to be returned, but my return of the other item is fine? I have tried to find the number for customer service and requested the number, but the reps *********** I have screenshots of the item that has been received and the receipt from **** I just want my refund of the item that I returned within 30 days, and I promise to never shop with this company again. I will delete my account.
Business Response
Date: 04/07/2024
Hello ********,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've checked and see that a full refund of $75.76 was issued for the stand. The refund should be seen within 5 business days.

We've already forwarded the feedback about this issue to the appropriate team so that they can work on future improvements.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 04/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********************
Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi. **January 16, 2024 order number ****************** lip balm $5.13 **January 24, 2024 -order number ***************** winter boots $27.99 **January 27, 2024 -order number ***************** Zig Zag $9.99 Fruit cups $6.74 Valentines conversation hearts 2 at $3.69 each Earrings $4.95 Called **February 26, ************************************************************ stock.On **March 17, 2024 called back to check on said items, was told something like "their system was being revamp ," I chose to cancel items and receive refund to method of payment, debit card. As of now I think it's been ample time for processing. Please Help.
Business Response
Date: 03/28/2024
Hello *****,

I'm ********* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I reviewed your complaint and I understand you concern regarding the cancelled orders.

For order#***-2546392-5736246 you were charged $2 and it is refunded on Sunday, January 21, 2024 to your original payment method.

Order#***-4466297-3947451 and order#***-0992361-9661066 were cancelled without any charges and hence a refund is not available on these orders.

I hope this information helps.

Thank you for being a Prime member.

Regards,
*****************************.
Customer Answer
Date: 03/30/2024

Complaint: 21495979

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Return of items and credit not received. I have been trying for month to resolve with no resolution. I've attached the original order and proof of the receipt of the returns. no credit given.
Business Response
Date: 04/29/2024
Hello ********,

I'm ********* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I reviewed your complaint and apologies for the inconvenience you have experienced with refund on order#***-7019306-6974661

Request you to confirm the return product names and number of quanity.

once confirmed, we will work with our payments team for the refund.

Thank you for your cooperation.

Regards,
*****************************.
Initial Complaint
Date:03/27/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I own and operate a long running resale business with over 25 years of experience with platforms such as ***** Several years ago, I signed up for the first time ever to sell with Amazon. Within moments, Amazon suspended me from selling on their platform with zero explanation. I have tried dozens and dozens of times off and on for years and cannot get a resolution. The website claims I have zero account concerns, but attempts to resolve it in the manner outlined by the website only sends me in circles. No Amazon department that I can reach is able to help with this, only referring me back to pages that send me in circles as I attempt to resolve this issue.My business would benefit from adding Amazon to the platforms we partner with, and Amazon would benefit as well. But the lack of an explanation and/or any way to gain assistance with this issue even after numerous years leaves me with little choice but to go this route. At best, it seems to be a total lack of customer service. At worst, some sort of discrimination, as I violated zero Amazon policies according to their own website, nor even had the chance to do so. I would like Amazon to lift this unexplained and undeserved ban and allow us to enter into selling with them just as we do successfully with so many other platforms.
Business Response
Date: 03/28/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

Why did this happen?

We were unable to complete the review because you did not provide the documents required for the appeal.

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- A business license if applicable
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service

The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as the date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed, including the document corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.

How do I submit the required documents?
To submit the required documents or update the information, sign in to Seller central, and in the banner at the top of the "Account Health" page, click "Submit new information":
********************************************************************************;

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;

If you have questions about our policies or the required information, you can contact us:
***********************************************************;

What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 03/29/2024

Complaint: 21495654

I am rejecting this response because:
This is a pre-written Amazon message that ignores my actual complaint and even proves the reason for making my complaint.
It is sending me to a link to 'submit more information' that does not exist.
See the attached screenshots. The first one shows the Seller Central account. The option **********************'s pre-written response says to go to is NOT present.
And if I click the "Reactivate my Account" portion, it takes me to the second screenshot, which has no way to move forward, as reported.
I want someone at Amazon to skip the scripts and actually give this a hard look by a human being willing to help.
Sincerely,

******* *****************************
Business Response
Date: 04/04/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

Why did this happen?
We were unable to complete the review because you did not provide the documents required for the appeal.

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- A business license if applicable
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service

The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as the date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed, including the document corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.

How do I submit the required documents?
To submit the required documents or update the information, sign in to Seller central, and in the banner at the top of the "Account Health" page, click "Submit new information":
********************************************************************************;

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;

If you have questions about our policies or the required information, you can contact us:
***********************************************************;

What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/04/2024

Complaint: 21495654

I am rejecting this response because:
This is the second example that shows exactly what my complaint speaks of.
THERE IS NO WHERE IN MY AMAZON SELLER ACCOUNT TO SEND THIS INFORMATION!
Again, as stated in my previous two messages and included with screenshots to back it up.
THERE IS NO WHERE IN MY AMAZON SELLER ACCOUNT TO SEND THIS INFORMATION!
This is why I came here to the BBB... to get a human being to help me. Instead I'm getting these pre-written messages that ignore what I'm saying is the issue.
I would LOVE to submit a copy of the utility bill! But there is no active link in my Amazon Seller Account that gives me the option to do it. THAT IS THE PROBLEM!
If I was able to solve this problem by submitting information to a link in a link, I wouldn't be here. But something is not working properly within the Amazon Seller Central link for me to do so, and I want a human being to read and comprehend this and help me without a pre-written script that doesn't apply.

Sincerely,

******* *****************************
Business Response
Date: 04/08/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

Why did this happen?
We were unable to complete the review because you did not provide the documents required for the appeal.

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- A business license if applicable
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service

The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as the date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed, including the document corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.

How do I submit the required documents?
To submit the required documents or update the information, sign in to Seller central, and in the banner at the top of the "Account Health" page, click "Submit new information":
********************************************************************************;

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;

If you have questions about our policies or the required information, you can contact us:
***********************************************************;

What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/08/2024

Complaint: 21495654

I am rejecting this response because:
AGAIN, Amazon is proving the need for me to make the complaint.
They continue to send pre-written messages that ask me to go to a place on their website to submit documents.
But as I have stated in EACH chapter of this complaint, this link is not present in my Seller Health page. I have previously added screenshots to show this.
So Amazon is sending me to a dead link that does not provide me an opportunity to solve this problem, as I noted in my original complaint. They do not seem to be willing to listen or deviate from this script, as I also noted in my complaints.
THE LINK TO SEND THIS INFO IS NOT PRESENT and the Reactivate My Account option just leads me in circles or to a dead end. I keep stating this and they keep ignoring it and sending me back there.
I need a human being from Amazon to help. Not a script that does not apply to my situation, as noted and shown.

Sincerely,

******* *****************************
Business Response
Date: 04/09/2024
Hello ******* *****************************/,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

Why did this happen?
We were unable to complete the review because you did not provide the documents required for the appeal.

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- A business license if applicable
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service

The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as the date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed, including the document corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.

How do I submit the required documents?
To submit the required documents or update the information, sign in to Seller central, and in the banner at the top of the "Account Health" page, click "Submit new information":
********************************************************************************;

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;

If you have questions about our policies or the required information, you can contact us:
***********************************************************;

What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/09/2024

Complaint: 21495654

I am rejecting this response because: ONCE AGAIN Amazon is asking me to go to the Seller Health page and use links that DO NOT APPEAR ON THAT PAGE to appeal this.
I'd be happy to submit the information requested, but when I use the path Amazon expresses in this pre-written message, those links do not appear or they send me back to the start page again.
THIS IS THE ISSUE. I need Amazon to either fix this issue so I can use their website the way they state I need to, or I need a human being to contact me and help me out off-script here.
It is unreal to me that Amazon seemingly refuses to read and act on the actual complaint.
Again, the pre-scripted replies they are sending will NOT HELP because the Seller Health page does not contain the section they point to and other looks for it bring me back to the first page to start over. The issue is with Amazon's site.

Sincerely,

******* *****************************
Business Response
Date: 04/11/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/11/2024

Complaint: 21495654

I am rejecting this response because:
Amazon is clearly not reading my complaint details.
I'll start over.
Went to sign up to sell on Amazon for the first time ever. Was instantly suspended without explanation or help. Tried everything on the site, so I came here.
Amazon's replies have all been pre-written scripted responses that IGNORE the fact that none of the locations in the Account Health page they turn me to exist in my Account Health page. I've added screenshots to show this.
I'd be happy to provide utility bill information, but the link Amazon claims exists there is NOT in my Account Health page.
I'd be happy to "provide an explanation" but again, there is nowhere in the Account Health page that gives me any space to do that.
I need Amazon to stop sending pre-written scripts that do not apply to my situation and get a human being to help me... or a human being to go into my Account Health page and fix the obvious errors that are preventing me from following their script.

Sincerely,

******* *****************************
Business Response
Date: 04/12/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/12/2024

Complaint: 21495654

I am rejecting this response because:
ONCE AGAIN, Amazon is replying with a pre-written scripted response that points me to parts of their website that ARE NOT THERE in my Account Health or Seller Account.
Which was the entire basis for my complaint in the first place.
I need a human being at Amazon to read my complaints and get involved, either fixing the broken links on their website so I can do what the script asks or to handle my concerns manually, as millions of businesses do on a regular basis.
Instead, they keep replying with a pre-written script that ignores the biggest issue here: The fact that the only link on their site that claims I can send more information to simply sends me back to the Account Health page again, with no other option available.

Sincerely,

******* *****************************
Business Response
Date: 04/13/2024
Hello ******* *****************************,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/14/2024

Complaint: 21495654

I am rejecting this response because:
What is this now, the eight time?
Amazon continues to direct me to parts on their website that DO NOT FUNCTION FOR ME. Therefore I am unable to use them to reactivate my account.
The link for Contact Us sends be back to a page that dead ends.
The links they say to go to and submit more information are either dead ends or they put me in circles.
I do not understand why Amazon continues to respond with scripts that ignore my statements that their site is not functioning in a manner that allows me to do what those scripts say.
I need a human being from Amazon to contact me and either fix the broken parts in the Account Health page so I can do what they ask, or help me do it manually through them.

Sincerely,

******* *****************************
Business Response
Date: 04/16/2024
Hello ******* *****************************,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/16/2024

Complaint: 21495654

I am rejecting this response because: Amazon continues to prove they are not able to use human beings to solve an issue like this.
For what feels like the 200th time, the instructions they note in this instructional script cannot be followed on their website, as the links they provide either send me in circles or to a dead end with no ability to upload information or contact anyone.
I'm more than happy to provide this information, but they either need to fix this in the website or they need to send a human being to speak to me about this.

Sincerely,

******* *****************************
Business Response
Date: 04/17/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/17/2024

Complaint: 21495654

I am rejecting this response because: It's like a broken record now. Amazon continues to send a form respond that ignores the fact that the website does not allow me to follow those instructions at all.
The Account Health page takes me to another page that dead ends, with nothing to click on to submit an appeal.
The Contact Us page they have sends me to that Account Health page that sends me to a dead end.
So again, I'm happy to provide the info they seek but I truly need someone at Amazon to either fix the issues within my Account so I can follow those instructions, or a human being needs to break script and work to help me directly.
They continue to respond with pre-written form emails that do not apply to this situation at all.

Sincerely,

******* *****************************
Business Response
Date: 04/26/2024
Hello ******* *****************************,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/26/2024

Complaint: 21495654

I am rejecting this response because: Amazon continues to respond with pre-written steps that do not apply here. The links they send me to either send me to a dead end or in a loop, with none of the options to contact them or provide information available to me.
I keep stating this but Amazon ignores this and continues to respond with scripts. I need a human being to reach out to me, not a pre-written paint-by-numbers that do not exist in my Seller Health section.

Sincerely,

******* *****************************
Business Response
Date: 04/29/2024
Hello *******,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/29/2024

Complaint: 21495654

I am rejecting this response because: And yet again.
As I've stated each time, these pre-written replies from Amazon do nothing to help. The locations they point to in these scripts DO NOT WORK on my account. They either send me to a dead end or in a loop. There is no where for me to send them anything within my Account Health page.
THIS IS WHY I HAD TO COME TO THE BBB
I'd LOVE to send Amazon the info they want, but their site is not functioning for me in these areas, so I need them to either go int and fix this... or for a human being to contact me.
Yet Amazon keeps sending these instead.

Sincerely,

******* *****************************
Business Response
Date: 04/30/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 04/30/2024

Complaint: 21495654

I am rejecting this response because: Yet again, Amazon is saying they do not have enough information, and is sending me to a section of their website that does not allow me to send this information. We've danced this dance for what... 20 times now?
I'm happy to provide this information, but the section of the site their pre-written responses keep sending me to does not function as they claim it does. It either sends me to a dead end with no option to send this information, or in a circle between two pages, neither giving me an option.
AGAIN, I need a human being at Amazon to reach out to help me with an exception to their script here, and I have no idea why they cannot abide by that request.

Sincerely,

******* *****************************
Business Response
Date: 05/01/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
https://sellercentral.amazon.com/gp/help/G1791
If you have questions about our policies or the required information, you can contact us:
https://sellercentral.amazon.com/cu/contact-us

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
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.
-- Download the Amazon Seller app for iOS:
https://itunes.apple.com/us/app/amazon-seller/id794141485
-- Download the Amazon Seller app for Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US
Customer Answer
Date: 05/01/2024

Complaint: 21495654

I am rejecting this response because: ONCE AGAIN, I am receiving a pre-written response that points me to locations within their Seller Health pages that do not exist for me. I went with the BBB because I could not get anyone at Amazon who could activate such links or help me out without going with a script.
I would love to provide the information they seek, but that page takes me to a dead end and another loops me in circles, with no path to resolution through it.
I need unscripted help here. Can a trillion dollar company not have a single human being who could email me directly to solve this?
If it could be resolve through their website, I'd have already done so.

Sincerely,

******* *****************************
Business Response
Date: 05/02/2024
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
https://sellercentral.amazon.com/gp/help/G1791
If you have questions about our policies or the required information, you can contact us:
https://sellercentral.amazon.com/cu/contact-us

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
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.
-- Download the Amazon Seller app for iOS:
https://itunes.apple.com/us/app/amazon-seller/id794141485
-- Download the Amazon Seller app for Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US
Customer Answer
Date: 05/02/2024

Complaint: 21495654

I am rejecting this response because: Amazon continues to sent a pre-written response that does not apply to my situation.
As I repeatedly have stated, their site is not giving me the options to send this additional info through the links they claim contain them. I need someone to break script and give me human help here, as I'm happy to provide the info they request.

Sincerely,

Patrick Scott Patterson
Business Response
Date: 05/06/2024
Dear Seller,

We received your submission but do not have enough information to reactivate your account at this time. In order to reactivate your account, we need to verify information related to your identity.

Why is this happening?
We believe that your account has been, or our controls identify that it may be used for deceptive or fraudulent, or illegal activity in accordance with Section 3 of the Amazon Services Business Solutions Agreement. In order to protect our customers, we verify the identity of our sellers through virtual identity verification on a video interview.

How do I verify my identity?
You need to complete virtual identity verification over a video interview. Please use the link below and follow the on-screen instructions to complete your verification.
1. Click on the link here - https://sellercentral.amazon.com/mario/ipi/IPISellerVerificationService/global/node/verificationRequired/render
2. Follow the on-screen instructions to upload the required documents and connect with an associate.

Who should attend the video interview?
The owner and operator of this account should attend this verification interview. Depending on your business model, we understand there may be additional business partners who are integral to your business operations. These additional parties may also attend the verification interview as long as they have substantiating documentation showing their relationship to the business. After your verification interview is complete, we will review the results and respond with the outcome within 5 business days.

What happens if I do not complete my virtual identity verification?
If you do not complete your virtual identity verification using the link provided or if you do not successfully complete virtual verification, your account will remain deactivated.

We’re here to help
If you have questions about the above information, please contact [email protected]

Customer Answer
Date: 05/06/2024

Complaint: 21495654

I am rejecting this response because: At least this response contained a new piece of Amazon's script, but this "virtual interview" link they provide does not work. See attached screenshot.
I'm happy to provide any information they might want or need but this continues to be a problem. The links they direct me to either have to work... or a human being might need to actually become involved.

Sincerely,

Patrick Scott Patterson
Business Response
Date: 05/08/2024
Blurb to be notified to
invite the seller: NA Region after adding Seller to ALLOW LIST.

Dear Seller,

We received your submission
but do not have enough information to reactivate your account at this time. In
order to reactivate your account, we need to verify information related to your
identity.

Why is this happening?
We believe that your account
has been, or our controls identify that it may be used for deceptive or
fraudulent, or illegal activity in accordance with Section 3 of the Amazon
Services Business Solutions Agreement. In order to protect our customers, we
verify the identity of our sellers through virtual identity verification on a
video interview.

How do I verify my identity?
You need to complete virtual
identity verification over a video interview. Please use the link below and
follow the on-screen instructions to complete your verification.
1. Click on the link here - https://sellercentral.amazon.com/mario/ipi/IPISellerVerificationService/global/node/verificationRequired/render
2. Follow the on-screen
instructions to upload the required documents and connect with an associate.

Who should attend the video
interview?
The owner and operator of
this account should attend this verification interview. Depending on your
business model, we understand there may be additional business partners who are
integral to your business operations. These additional parties may also attend
the verification interview as long as they have substantiating documentation
showing their relationship to the business. After your verification interview
is complete, we will review the results and respond with the outcome within 5
business days.

What happens if I do not
complete my virtual identity verification?
If you do not complete your
virtual identity verification using the link provided or if you do not
successfully complete virtual verification, your account will remain
deactivated.

We’re here to help
If you have questions about
the above information, please contact [email protected]

Customer Answer
Date: 05/08/2024

Complaint: 21495654

I am rejecting this response because: Just as I noted with the last response - including a screenshot of the problem - the link Amazon is providing for this video interview does not work.

Sincerely,

Patrick Scott Patterson
Business Response
Date: 05/15/2024
Dear Seller,

We received your submission
but do not have enough information to reactivate your account at this time. In
order to reactivate your account, we need to verify information related to your
identity.

Why is this happening?
We believe that your account
has been, or our controls identify that it may be used for deceptive or
fraudulent, or illegal activity in accordance with Section 3 of the Amazon
Services Business Solutions Agreement. In order to protect our customers, we
verify the identity of our sellers through virtual identity verification on a
video interview.

How do I verify my identity?
You need to complete virtual
identity verification over a video interview. Please use the link below and
follow the on-screen instructions to complete your verification.
1. Click on the link here - https://sellercentral.amazon.com/mario/ipi/IPISellerVerificationService/global/node/verificationRequired/render
2. Follow the on-screen
instructions to upload the required documents and connect with an associate.

Who should attend the video
interview?
The owner and operator of
this account should attend this verification interview. Depending on your
business model, we understand there may be additional business partners who are
integral to your business operations. These additional parties may also attend
the verification interview as long as they have substantiating documentation
showing their relationship to the business. After your verification interview
is complete, we will review the results and respond with the outcome within 5
business days.

What happens if I do not
complete my virtual identity verification?
If you do not complete your
virtual identity verification using the link provided or if you do not
successfully complete virtual verification, your account will remain
deactivated.

We’re here to help
If you have questions about
the above information, please contact [email protected]
Customer Answer
Date: 05/15/2024

Complaint: 21495654

I am rejecting this response because: Once again, the link Amazon provides me does not work. I have included a screenshot in this thread previously.
I do not understand why this continues to be an issue. They keep sending me pre-written stuff that points to places that do not function or exist for me to use.
I'm more than happy to provide the requested information and do an interview, but these links they keep sending me do not work. I need a human being to contact me directly.

Sincerely,

Patrick Scott Patterson
Business Response
Date: 05/21/2024
Hello,

Thank you for submitting your appeal. We have reviewed the information that you provided and have reactivated your account. Any funds that were withheld as a result of deactivation are now eligible for disbursement.

Please make sure that you have taken the necessary steps to prevent these issues from happening again. If these issues continue, your account may be deactivated.

For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
https://sellercentral.amazon.com/gp/help/G1791

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
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.
-- Download the Amazon Seller app for iOS:
https://itunes.apple.com/us/app/amazon-seller/id794141485
-- Download the Amazon Seller app for Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US
Customer Answer
Date: 05/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21495654, and find that this resolution is satisfactory to me.
To be honest, I am still at a loss as to the instant suspension in the first place, as I still do not have an explanation for it. I am still at a loss as to the support I got here over the past couple of months, but I'm satisfied that I am finally reactivated and I trust that there will be no further issues.

Sincerely,

Patrick Scott Patterson
Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item, in tracking on Amazon app said it was delayed in transportation. When I called *** they told me a label had been created for my item but they never received the item from Amazon. I called Amazon to figure out what was going on with my order, I was given a run around about my item now not being available, that I could request a refund or continue to wait, I asked for a refund by paper check and verified the address that it would be sent to. This was 02/01/2024, I was told 2 to 4 weeks as it shows in the email or messages from Amazon to receive my check refund in the mail. It has now been almost 8 weeks and every time I call and ask questions I'm given the same answer by representatives and managers alike, that they would forward my case to billing. All I want is my money back for the item I never received. I have spoken with two managers after talking with representatives beforehand and a third manager today 03/27/2024 and still being told the exact same thing, my information would be forwarded to their billing department and I will have to continue to wait for my money with no answer to if it's been sent out, what the status is, absolutely no real answer to where my money is and when I will be receiving it.
Business Response
Date: 03/28/2024
Hello,

I'm ********* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the inconvenience you've experienced with regards to refund on order 111-0400336-1736234.

Upon review, we see our team tried to refund the order on Thursday, February 1, 2024, however it was declined from your card provider. To sort this out, we've an option to issue refund in check or gift card, however the refund in check takes time and the refund in gift card is instant, so that you can use the same with your next orders on Amazon.

Kindly, let us know if you are comfortable with gift card refund for $139.80, so that we can get this processed for you.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 03/28/2024

Complaint: 21495339

I am rejecting this response because: I understand that it takes time to process the check refund. I was told 2 to 4 weeks to receive the check refund. I gave Amazon an answer to the check refund including address on Feb 2, 2024 and was told 2 to 4 weeks. It has been almost double that time frame. The response that Amazon gave you the BBB is the same answer I've been getting every time I call to see where my refund is. I don't not want a gift card, I do not plan on using Amazon for any further purchases because of this situation. Amazon needs to follow through with the timeline they set forth for when I would receive my refund and not continue to give a run around and tell me I need to keep waiting when I have been waiting for almost 8 weeks already for a check that I was told by Amazon would only take 2 to 4 weeks to arrive. I have given all information requested by Amazon many times over and this process never seems to go anywhere and no one can tell me any information or transfer me to the billing department to get any answers. I do not want a gift card, I am not putting my money back into a company that can't follow through with a refund in the time frame they gave and having to go to this extent just to try and get my money back. Attached is the email from Amazon about not being able to refund to my card, also attached is the reply I sent them less than 24hours after Amazon emailed me with my response to a paper check on Feb 2, 2024 with all information so they can follow through with sending my check refund out in the mail.

Sincerely,

*******************************
Business Response
Date: 03/29/2024
Hello,

I'm ********* from Amazon.com.

Thank you for writing back to ** with a confirmation on check.

To help you with it, I've raised a request for check to concerned team. Kindly, allow us 2-4 weeks for the process to complete and to receive a check.

Unfortunately, we do not have an option to expedite the process and need to wait for the time line mentioned to receive a check.

Thank you for your patience and understanding in this regard.
Regards,
*********
Customer Answer
Date: 03/29/2024

Complaint: 21495339

I am rejecting this response because: I have already been waiting over 7 weeks for this check. I was told 2 to 4 weeks Feb 1st, 2024 it is past this deadline already. I should have received my check refund weeks ago it now being as I've stated almost 8 weeks now as of 4/1/2024. I have waited almost double the time frame that has been stated by Amazon for my check refund.

Sincerely,

*******************************
Customer Answer
Date: 05/06/2024
My name is *******************************, I filled a complaint last month case#******** against Amazon for my refund that I have been waiting for and fighting for since Feb 1, 2024. It has now been over 12 weeks total and over 4 weeks since Amazon's response to you, the BBB. It is 5/06/2024 and I have still have NOT received my refund. I would truly appreciate you're help in this matter. Thank you.

Crystal Fitzhugh

Customer Answer
Date: 05/15/2024
I have finally received my check refund on 5/15/2024.
Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have returned an item. The item has been received by Amazon for more than 10 days now. Amazon did not issue any refund. I by chance looked at my account and realized that the refund has not been issued. So I contacted Amazon today. They are asking for personal ID, which Im not going to share due to obvious privacy and identity theft reasons. Amazon is refusing to refund or return the product.
Business Response
Date: 03/28/2024
Hello,

I'm ********* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the inconvenience you've experienced with regards to order 113-2826080-3439438.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********

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