Dear Amazon Team;
We need your assistance regarding an issue with virtual identity verification. We would like to explain the unfortunate situation we encountered. Our only issue is a virtual identity verification problem.
Since we want to regain access to our account, we believe you will give us a chance. This is a new account that has never made any sales and has no funds. We are absolutely certain that we have not engaged in any illegal activities or fraud. The reason we cannot complete the verification is due to human and technical issues related to virtual identity verification. We are confident that our account will be activated if we can complete a new verification. We possess all the correct information and documents.
To summarize briefly:
There was an issue with the video call link, and after much effort, we attended the first video verification on December 9, 2024. Unfortunately, due to internet problems caused by the account specialist and environmental issues, we had difficulty communicating with the account specialist due to language problems. We also faced a somewhat harsh attitude, which caused us significant stress. As new sellers with no sales history, we are still in the process of growing. However, the account specialist asked numerous difficult and unnecessary questions, as if we had made thousands of sales. We felt like we were in a prosecutor's interrogation. Even for questions we could answer, we stumbled due to nervousness, as it was our first time participating in such a verification.
After submitting our appeals to Amazon, we were found to be justified and were granted a second video verification opportunity.
On December 20, 2024, we attempted to attend the second verification session, but due to technical issues, we were unable to conduct the meeting with an account specialist. While waiting for the account specialist, we encountered a system error. Because we could not attend this session, we received an email and notification from Amazon stating that we could join the verification at any time using the provided link. The link remained active.
A few days later, we successfully attended the video verification using the active link. This time, to avoid the language barriers we experienced with the Turkish-speaking representative in previous meetings, we joined the session in English. When we joined, an English-speaking representative greeted us. During the call, the representative stated that we had already participated in a previous verification. We explained the situation, stating that we were entitled to a second verification due to the issues in the first session and that Amazon had granted us this right. However, the representative did not listen to us for even 3-5 minutes and did not complete the verification. They told us they would review the situation and, if necessary, send us a new link so we could join another verification session. They also said we would be informed via email. Unfortunately, the verification was not completed, and we did not receive any follow-up email or notification. Furthermore, we could no longer access the active video verification link, meaning we could not complete the verification session we were entitled to. Normally, the link should have remained active, but the last representative misunderstood the situation and canceled our scheduled session.
Additionally, for the Japan marketplace, we received confirmation via email that our account was activated and that we were allowed to sell. We are providing you with all our complete and correct information and documents. If you review the documents, you will see that they are original and genuinely belong to us.
Unfortunately, as previously explained, the problems arose during our first video verification due to internet issues, environmental factors, Amazon representatives, and language barriers. As a result, we could not complete the second verification session that we rightfully deserved. We were unable to communicate effectively with the Turkish-speaking representative. Now, we want to complete our verification in English.
Please provide us with a new video verification link or reactivate the existing one so we can complete our identity verification. Alternatively, please activate our account as soon as possible. Otherwise, since we are confident that our information and documents are accurate and that our account will be activated after this process, we will be forced to escalate the issue to higher Amazon teams and take legal action.
All necessary information and documents are attached for your review. We kindly ask you to examine the situation in detail. Thank you.
Best regards,
@Seller_5zI0wsS66MHFL
@News_Amazon
@Jessica_Amazon_
