Hi,

We are reaching out to urgently request attention an ongoing issue that is significantly impacting our business and has remained unresolved despite repeated attempts through Seller Support.

For the past 6 months, our products have been appearing as “Organization restricted” when viewed by Amazon Business account holders. This label prevents Business customers from purchasing our products. The message displayed is:

Admin note: This product is restricted by your organization because it is not billed by Amazon and may require additional approval.

This issue is severely affecting our visibility and sales within the Amazon Business segment.

We are enrolled in the "Invoice by Amazon program", which is designed specifically to allow Amazon to act as the invoice issuer, thereby making our products eligible for purchase by Amazon Business customers, even those with strict procurement policies.

Our VAT settings confirm our active enrollment (see attached screenshot), and according to Amazon’s own documentation, listings under this program should not display such restrictions.

Case IDs and Amazon’s Response

We’ve opened several cases on this issue, including:

10987321512

11001026632

11046915522

In response to case ID 11001026632, Amazon stated:

“These products are showing as 'Organization restricted' because they are not billed directly by Amazon and may require additional approval from your organization (GTO s.r.l.). This is an organizational policy restriction, not an Amazon technical issue.”

However, we used our own Amazon Business account (GTO s.r.l.) to test this and captured screenshots while logged in, which confirms the issue lies with how Amazon is presenting our listings, not with our internal organization’s policy.

The issue applies to all our products/ ASINs.

After countless calls, emails, and chat sessions with no effective resolution, we respectfully ask for your direct assistance in:

- Investigating and resolving the inconsistency in how our listings are being recognized within the “Invoice by Amazon” program.

- Ensuring the “Organization restricted” message is removed so that Amazon Business and Prime customers can purchase our products as intended.

On case ID: 11046915522 - Amazon was able to resolve one of the ASINs which is B089G4VX57. However, it is still showing for the rest of the ASINs in our Amazon Business Account. After sending daily follow up, we still did not received any assistance. We requested for Amazon to do the same to what they did to resolve B089G4VX57.

This is more than a technical glitch, it’s affecting our revenue, damaging our reputation with Business customers, and creating avoidable friction in the buyer experience. We believe the root of the issue may lie in a misconfiguration or back-end disconnect in how our offers are identified within Amazon systems.

We would greatly appreciate any assistance from the appropriate teams to help resolve this issue that has happening for 6 months. Here is the example taken on our account:

Thank you for your attention and help in resolving this matter. This has been very difficult for us.