Suspended without warning, unable to dispute/resolve timely

Hey @meloyelo51,

Thank you for sharing your experience with us. We understand the frustration this situation has caused, especially during such a critical time of the year.

While we don’t manage account suspensions, we take your feedback seriously and empathize with the inconvenience caused. Your insights are valuable, and we want to assist in any way we can.

We’ll promptly reach out to our contacts among Amazon Pay developers to investigate the issue that led to the suspension. Understanding the exact violation and seeking clarity on the discrepancy with donation acceptance will be our priority. Could you provide us site URL or merchant name?

We appreciate your patience during this process and hope for a swift resolution. Please feel free to share any additional details or concerns you might have.

Best Regards,
Christian

Thank you for the quick reply. My website is Mattsbasementarcade.com.I had left the link off to not be considered spamming my site, but thank you for asking for it.

I know it’s more the Amazon side of things, not the plugin itself, but yeah sometimes that what it takes to get someone’s attention or spread the word about the product if that’s how it’s going to be. (Although, on the plugin side, I REALLY DO want to see the fees on each transaction’s order page, where I was kinda on the fence about removing Amazon as an option for less manual bookkeeping, but all the sudden they made the decision for me without notice, and no way to quickly identify/discuss. Then 2 days later I get the prompt to leave a 5 star reivew…so here we are. lol

Thanks

Matt

As an update, today marks 2 weeks with absolutely no response from Amazon.

Hey @meloyelo51

Here is what the developers told me:

The merchant was suspended for AUP violations.? There are instructions in their seller central account under Performance -> Performance Notifications with context and instructions for the next steps.

https://ibb.co/fSmjGWT

Hope this can help you to appeal the suspension.

Best,
Christian

This is ridiculous. I already got that answer from the phone support the day it happened before I left the review. (It was not easy at all to find the actual message in the screenshot, to verify it wasn’t a phishing attempt, so I had to call. Would make more sense to be in the messages section IMHO).

I’ve emailed the address they asked me to. I am well aware of what policy they say I “violated.” My site is not soliciting donations and I want someone to explain why they think I am. Am I seriously not allowed to ask for tips? Which if anyone actually did would only be available to do so with PayPal?

I just emailed again since we’re now at 3 weeks with no response to filing an appeal. This is the issue with there being a lack of response/proof and the phone rep had even stated if I was violating something there should have been a warning with a chance for me to fix it before the actual suspension.

Edit: If I could make a suggestion to the developers, that people might be looking at this dashboard first…not digging into “performance”. This is why I initially called and thought it was phishing attempt….cause according to this my account was “fine” and still “is”.

Screenshot: https://mattsbasementarcade.com/amazonstatus/

• This reply was modified 1 year, 2 months ago by meloyelo51.
• This reply was modified 1 year, 2 months ago by meloyelo51.

So they finally responded overnight. I am now 3 weeks in and back to square one. Have not been told why they think I am in violation, but again siting part of the use agreement that I am not violating.

“To reactivate your website, please send the following:– More details on how your account complies with Section 3.8 of Amazon Payments, Inc. Customer Agreement:- https://pay.amazon.com/us/help/201212430— More details on the actions you have taken to resolve policy issues.”

I can’t take action if I don’t know why you think I am violating this when I am not. I do not take money to resell anything for or transmit to 3rd parties.

Best part is they just linked to the dashboard that shows I have no violations (my screenshot in previous reply) that I felt should be showing something, and they just officially linked me to something that says I have no violations.

I know the plugin people can’t help with this, but people who are thinking of using or continuing to accept amazon pay need to know that as soon as there is a hiccup you will never speak to a human about it.

I’ve found sellers on the amazon seller forums that have been 2 months with no response, and I would love to chime in, but says I can’t post because I’m not authorized to sell in that country yet.

Hi @meloyelo51,

I’m sorry to hear about your situation. Rest assured, I’m on it! I’ll investigate further and keep you posted on how we can assist.

Best regards,
Christian

Hey @meloyelo51,

You should reach out to Amazon Pay’s compliance team regarding the ‘Tips,’ especially since they view transactions without goods/services as donations. It might help to clarify that these tips are solely accepted through PayPal. It’s just an idea, but it might be worth a shot!

Hope that helps.

Best,
Christian

I don’t know how to contact the compliance team…phone support tells me all I can do is reply to this email address [email protected]. I tried explaining the tips in the last email, but don’t know if that’s the one they are actually responding to with the last email or like they’re just working the emails in order

I got another response just now…this is like the 3rd time all I get is a cut and paste response. I’m not sure if it’s something automated just from my previous emails where I just added (2 weeks without a reply) and (3 weeks without a reply) or if responded to the latest email I sent this morning trying to detail out each thing I am not in violation of, explained I am not reselling the service or collecting money for third parties, removed references to anything with the word “donation” and only thing close was i can remove the tips section if that’s what the issue is. But this is the canned response that I keep getting…. still not showing any violations in that dashboard link at the end.

Hello XXXX,?We reviewed your submission but cannot reactivate Amazon Pay on the following website at this time as the site is still in violation of the Amazon Pay Acceptable Use policy. — https://mattsbasementarcade.com? To reactivate your website, please send the following:– More details on how your account complies with Section 3.8 of Amazon Payments, Inc. Customer Agreement:- https://pay.amazon.com/us/help/201212430— More details on the actions you have taken to resolve policy issues. ?How do I send the required information?Submit this information via email:– [email protected]?What happens if I do not send the requested information?If we do not receive the requested information within 30 days of the original notification, your website will remain deactivated. ?We’re here to help.If you have questions about the information requested above, please email us at:– [email protected]?You can view your account performance: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 through Amazon Pay. Thank you.?-Amazon Pay

So now, this morning basically just getting a tweak of the template that they don’t have enough information, siting the overall agreement (no longer the specific section 3.8), and may not respond to me anymore…but go ahead and email the same address if you think this is in error. Seriously WTF is going on? WHY CAN’T I SPEAK TO A HUMAN?

Still 0 Policy Violations: https://mattsbasementarcade.com/wp-content/uploads/2023/12/amazonstatus2.png

Hello Matt’s Basement Arcade, We reviewed your submissions but do not have enough information to reactivate your Amazon Pay website https://mattsbasementarcade.com. For more information on the Amazon Pay Acceptable Use Policy visit:https://pay.amazon.com/help/6023 We may not reply to further emails about this issue.  If you have further questions about your funds, send us an email:[email protected] Has your Amazon Pay website been deactivated in error?If you believe there was an error, submit an explanation:[email protected] You can view your performance on Seller Central:https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_apThe Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell through Amazon Pay. Thank you. -Amazon Pay

• This reply was modified 1 year, 2 months ago by meloyelo51.