Account Verification - asking for document I do not hold
Hoping someone can help get me to the right help! I have been attaching documents which show in the accepted list on the email request from the verification team. Each time I submit a document, I am told it is invalid for various reasons, usually because when I go to upload, it is not asking for a document on the email list but something completely random (for instance the Power of Attorney letter). My latest hurdle is a Registration Extract request which, as a sole trader in UK, I do not legally have to hold. I have tried uploading an accepted document in it’s place to try and override it but have been told it’s not valid as it’s not a Registration Extract. I have been on CS chat, had a phonecall with Account Health and opened various CS case logs but to no avail. I have uploaded FIVE of the supposedly accepted documents to the email reply, the case logs and the verification box but all are being denied. The last reply I got from a case log was that they are unable to help as it is not their team BUT when I spoke to Account Health on the phone and CS on Live Chat BOTH agents directed me to open a case. In fact the verification box where you upload your stuff states
“What should I do if I do not have the required documents?
If you do not have one or more of the documents requested, please contact seller support. Make sure that you provide details about the documents you do not have when you contact us. We will then get in touch with you regarding alternative documents that we may be able to accept.”
which takes me to CS who say they can’t help and keep closing my cases.
I’m going round in so many circles I’m completely dizzy. Do the verification team have a phone number or chat centre so I can at least speak to a human rather than the bot just saying NO to my documents?
Account Verification - asking for document I do not hold
Hoping someone can help get me to the right help! I have been attaching documents which show in the accepted list on the email request from the verification team. Each time I submit a document, I am told it is invalid for various reasons, usually because when I go to upload, it is not asking for a document on the email list but something completely random (for instance the Power of Attorney letter). My latest hurdle is a Registration Extract request which, as a sole trader in UK, I do not legally have to hold. I have tried uploading an accepted document in it’s place to try and override it but have been told it’s not valid as it’s not a Registration Extract. I have been on CS chat, had a phonecall with Account Health and opened various CS case logs but to no avail. I have uploaded FIVE of the supposedly accepted documents to the email reply, the case logs and the verification box but all are being denied. The last reply I got from a case log was that they are unable to help as it is not their team BUT when I spoke to Account Health on the phone and CS on Live Chat BOTH agents directed me to open a case. In fact the verification box where you upload your stuff states
“What should I do if I do not have the required documents?
If you do not have one or more of the documents requested, please contact seller support. Make sure that you provide details about the documents you do not have when you contact us. We will then get in touch with you regarding alternative documents that we may be able to accept.”
which takes me to CS who say they can’t help and keep closing my cases.
I’m going round in so many circles I’m completely dizzy. Do the verification team have a phone number or chat centre so I can at least speak to a human rather than the bot just saying NO to my documents?
34 Antworten
Seller_NoMNQDGnEW5Bx
Can you post the most recent performance notifications asking for documents
Seller_NoMNQDGnEW5Bx
I suspect that could be the problem. On my account it has my name where you have your business name (above sole proprietor) and its that which Amazon is trying to match to your HMRC document
Seller_Ts6qzOqI8GkL6
I wish CS would have told me this a month ago! I haven’t set up the account to read like that (as far as I can remember, but it’s over 10 years ago!). Do you know where I change this as I can’t edit it from the verification box?
Seller_wQ3htKyU885lu
Hello @NoveltyGiftsandCards,
Thank you for reaching out to the Seller Forums Community.
I’m Susie from Amazon, here to assist you with your concerns.
From the post above, we understand you’re seeking assistance with the verification process.
For more detailed understanding of the issue, we request you to kindly provide us the snapshot/screenshot of the notification received regarding the document submission and also the latest notification from the team to better assist you.
Please follow the steps below:
Go to your Seller Central Account > Performance > Select Performance Notification
Kindly feel free to post on the same thread for any further queries. The Forums community and I, are here to support you.
Regards,
Susie
Seller_Ts6qzOqI8GkL6
Excuse the long post, but for those still invested, esp. those who took time to reply to try and help ( @The_Little_Shop @Betsy @Sequin ) I have FINALLY verified my account. Unfortunately, the help did not come from a ‘mod’ here or any part of the customer support team at Account Health / Verification Team which is really quite worrying for anyone else struggling with similar issues 
In my last round of emails, I CC’d the ‘executive team’ via the UK Managing Director’s office. This email was then passed on to an Escalation Team for Amazon Payments UK. A member of the team telephoned within a few hours of that email. It was still quite disturbing though that this CS member disagreed with advice here and said the names not matching wasn’t the issue, rather the documents weren’t correct - one of the documents she said was outdated as it was from July and we were now in August, but the email says it can be within 12 months!!. The said documents were provided by my accountant / downloaded directly from HMRC website using the guidelines stated in the emails from Amazon, which I quoted to her… it seems if CS don’t know what they require, people will still continue to struggle with the verification process through no fault of their own! However, we finally managed to sort things out over the phone. Luckily, I had received my UTR confirmation letter from HMRC that day, so she opened the verification box for me to upload it whilst still on the phone and confirmed that all was OK. A confirmation email followed. Job done.
Thanks again everyone. 
Seller_FwDi7ESyrH7sh
I am going through EXACTLY the same …seller support is such {moderator edit} its laughable if it wasnt so worrying. In the end I actually sent a letter to HMRC asking for the doc (even though I submitted about 5 others that clearly show my name UTR and that Im paying tax - all rejected by amazon. The only thing Ive actually found out is that the Power of Attorney title doesnt mean what it says…its just a gateway to add docs…which stupid idiot at amazon decided to call it that.?..I even had amazon suggest I got a solicitors letter to comply before I got passed that issue! Its so utterly frustrating…Im just hoping when I get the HMRC letter its not too late and they accept it. grrrrrrrrrrrrrrrrrrrrrr
Seller_Ts6qzOqI8GkL6
@JillyB1 honestly, it’s quite scary that the livelihood of some people is almost being held to ransom by a ?department? that know less than sellers. When I spoke to the Escalations Team, each time she told me a reason why my verification wasn’t upheld, I could quite clearly explain why she was wrong… there were a lot of heavy silences during that phonecall!!
@Book_Sales_are_Russ - hopefully, the UTR confirmation document from HMRC will help you - it’s what was finally accepted for me. I didn’t go down that route first of all as I was worried that the 2 week delay for it to arrive would have an averse impact, but luckily it arrived within days, so hopefully you’ll get yours quickly too. Wishing you luck!
