Need customer support for my Merch account
Hello! I have had a seller central account for about 13 years now. I have not sold anything on it in over 6 years. Recently the account was deactivated due to policy violations which was fine because I wasn't going to use the account anyway. However, because the email address is the same as I use to log into my active Merch by Amazon account any Merch request for support is now being closed without help because they are seeing my deactivated seller account. I know that I can't close my seller account while it is deactivated - it also isn't letting me edit the listings to clear the violations and reinstate the account. How do I go about getting help with Merch now?
Need customer support for my Merch account
Hello! I have had a seller central account for about 13 years now. I have not sold anything on it in over 6 years. Recently the account was deactivated due to policy violations which was fine because I wasn't going to use the account anyway. However, because the email address is the same as I use to log into my active Merch by Amazon account any Merch request for support is now being closed without help because they are seeing my deactivated seller account. I know that I can't close my seller account while it is deactivated - it also isn't letting me edit the listings to clear the violations and reinstate the account. How do I go about getting help with Merch now?
8 Antworten
Atlas_Amazon
Hello @Stacy_s_Cellar
Thank you for the information provided. I understand your seller account has been deactivated. What type of violation is associated? Are you the listing creator? Are you planning to sell these products in the future? What process are you using to make edits to your listings?
The most efficient way to resolve the issues you are seeing is to reactivate the account. If you have any additional questions or other relevant details, continue to refer here for additional support.
Your friend,
Atlas
Seller_aV1Bh32hE0KND
Even though Merch Accounts are separate, sellers are required to have a Professional Seller Account in order to sign up for Merch By Amazon.
If your Seller Account is deactivated it would affect your Merch By Amazon account.
Here are some help pages:
Reinstate a removed listing or deactivated account
Create an Effective Plan of Action
Complete an appeal questionnaire to reinstate selling privileges
If you post a copy of the Deactivation Notice we can offer additional assistance. (omit any personal info)
Seller_aV1Bh32hE0KND
It's likely this requirement has changed or it may only be a requirement if the seller wants to advertise.
So to clarify your Merch Account is not deactivated, you are just not able to get support, correct?
How are you trying to get support on Merch, are you going through Seller Support?
Have you tried emailing Merch at merch-sellers-contactus@amazon.com to ask them about your Deactivated Seller Account and how it affects your Merch Account?
See → Merch - Contact Form FAQs
You may not have to get your Seller Account reinstated although it would be good to have it in good standing.
Under your Account Health > Policy Compliance what violations do you have, that need to be addressed? It may be as simple as deleting the ASINs depending on the Impact. (don't delete anything yet)
I had two Restricted Policy Violations earlier this year that was low/No impact, so the Action I took was to delete the ASINs completely from my Manage Inventory page so I didn't get hit with another violation. If I had just ignored them, they would eventually affect my Account Health and I would get into trouble for not addressing my policy violations.
Example:
Atlas_Amazon
Hello @Stacy_s_Cellar
Thank you for the additional information. I understand selling items that you have access to, but there still needs to be a process for acquiring the correct documentation. We may not always ask for it prior to listing, but if you run into any issues, we will request documentation that can show you have the correct authorization to sell the product on the platform.
If you are listing under another ASIN, you should be able to request to make edits. This can be done through the ‘manage inventory’ section. If you are not planning to continue selling the product, you may try deleting the ASIN from your inventory. This will potentially open a path to acknowledging the violation. If taken, the violation will be removed and you may no longer sell that product.
Once all the violations have been addressed, the account health rating should increase. Once back over the minimum threshold, the account should get reactivated.
If you have any other relevant details to be shared, continue to refer here for additional guidance.
Your friend,
Atlas
