Amazon Seller Identity Verification (SIV) and Seller ... · Amazon seller account registration process • Your identity document must be in one of the following languages: Chinese,

© Copyright 2019, Amazon.com, Inc or its affiliates

The information provided is accurate as of 13 November 2019

Amazon Seller Identity

Verification (SIV) and

Seller Performance

Review (SPR) Guide

Amazon Global Selling SEA & ANZ

1



1. This document is designed to reduce the inconvenience caused by differences in language

environments in the process of registering and creating your Amazon account.

2. Please note that because Amazon constantly updates the site environment for a better

Selling Partner experience, you may see a slightly different screen than the guide image

used in this article. However, because the overall procedure is similar, you can get

sufficient help from this material.

3. Amazon Global Selling SEA & ANZ offers a variety of guide emails to Selling Partners who

have registered their account. Therefore, we encourage you to periodically check the email

you use for your account, and make sure that any related emails from Amazon are not

classified as spam.

4. In addition to registering your account, more information about Amazon Global Selling can

be found on the website.*https://services.amazon.com.sg

2

Introduction

https://services.amazon.com.sg/




Process of account registration, SIV and SPR

Register for your

selling account with

Amazon

Access your account

via Seller Central

Go through Seller

Identity Verification

(SIV) Process

Go through Seller

Performance review if

your account gets

suspended

1

2

3

4

When you register a selling account with Amazon, you will have to go through Seller Identity Verification (SIV).

Upon passing SIV, you will be able to access your account.

However, you may face account suspension, which is under Seller Performance Review.

Please note that Seller Identity Verification and Seller Performance Review are two separate processes.



Amazon Seller Identity

Verification (SIV) Guide


4



Seller Identity Verification

Identity proof: color scanned copy of one of the following:

Passport (including the page with your signature)

National ID (Front and Back)

Driver’s license (If your driver’s license do not have a expiry date, use a

Passport instead)

Additional proof: color scanned copy of one of the following:

Bank or Credit Card Statement issued within the past 90 days

5

Prepare the necessary documents for submission



Seller Identity Verification (1/5)

ScreenshotInstructions

Select country in which your

business is located.

For any questions regarding

SIV procedure, you may

contact Amazon Seller Support

team by clicking on the 'Get

Support' button at the bottom of

the screen.




Screenshot Instructions

Make sure that you fill up all your

own particulars accurately that are

reflected in your Passport /

National ID / Driver’s License




Screenshot

Instructions

Details of uploading a copy of your ID (e.g. Passport)• Must be a government-issued identity card that is distributed and recognized by the

country where you are a citizen or resident.• The full name on the national ID should match the full name on your registered Amazon

account.• Scan the original document in color or take a picture using your mobile device. Do not

submit a screenshot. Black and white copies are not accepted.• The document image must be high quality, colored and unobstructed. The image must

show a full document page or in case of national ID, both sides of the card.• If you submit a copy of your passport, please ensure that the passport has the bearer’s

signature.• The document should not be expired.• The date of birth in the national ID should match the date of birth provided during the

Amazon seller account registration process• Your identity document must be in one of the following languages: Chinese, English,

French, German, Italian, Japanese, Portuguese, or Spanish. If it is not in one of these languages, provide a copy of your passport or a notarized translation of your document in one of these languages.

• Document should be less than 10MB in size.• Accepted formats are *.png, *.tiff, *.tif, *.jpg, *.jpeg, and *.pdf. Do not include special

characters in the file name (Examples: $, &, #).• Companies/Corporations need to submit a government issued national ID for the

primary contact or beneficial owner

A

A




Screenshot

Instructions

Details of uploading your additional document (e.g. Bank account or

Credit card or Payoneer statement)

• The name of the company or point of contact mentioned on the

statement should either match the business name or point of

contact name provided during registration.

• Hide the account number and monetary amounts, but the rest of

the document must be visible.

• Scan the original document in color or take a picture using your

mobile device. Do not submit a screenshot.

• Document should be easily readable and must have been

issued within the past 90 days.

• Your document must be in one of the following languages:

Chinese, English, French, German, Italian, Japanese,

Portuguese, or Spanish. If it is not in one of these languages,

provide a notarized translation of your document into one of

these supported languages

• Document should be less than 10MB in size

• Accepted formats are *.png, *.tiff, *.tif, *.jpg, *.jpeg, and *.pdf

• E-statements are accepted, but have to be unaltered

B

B




Example

Instructions

Details of uploading your additional document (e.g. Bank account or

Credit card or Payoneer statement)

• The name of the company or point of contact mentioned on the

statement should either match the business name or point of

contact name provided during registration.

• Hide the account number and monetary amounts, but the rest of

the document must be visible.

• Scan the original document in color or take a picture using your

mobile device. Do not submit a screenshot.

• Document should be easily readable and must have been

issued within the past 90 days.

• Your document must be in one of the following languages:

Chinese, English, French, German, Italian, Japanese,

Portuguese, or Spanish. If it is not in one of these languages,

provide a notarized translation of your document into one of

these supported languages

• Document should be less than 10MB in size

• Accepted formats are *.png, *.tiff, *.tif, *.jpg, *.jpeg, and *.pdf

• e-statements are accepted, but have to be unaltered

B

B



Do’s and Don’ts

Do’s Don’t’s

High quality and unobstructed image

of document

Low quality and cropped image of

document

Has bearer’s signature Missing signature

Document in supported languages:

Chinese, English, French, German,

Italian, Japanese, Portuguese, Turkish

or Spanish.

Document in local language and not

translated

Issued within the past 90 days Issued within more than past 90 days

Colored copy of document Black & White copy of document





Once you have submitted all

the necessary documents, a

“Thank you for your request”

message will appear.

Amazon will review your

request and may reach out

to you for further clarification

if needed within 2 business

days.



SIV Troubleshooting Your documents are rejected and you need to

resubmit your documents in the system



Your documents are rejected and you need to resubmit in the system

Screenshot




Instructions

If you receive the following message:

“Provided information needs correction – We are unable to verify your document.

Please submit a new copy of your document and ensure that it meets our

guidelines"

Please check your submitted documents and resubmit the documents in the system.




Instructions

Please find the checklist below for important reminders about how to submit your ID and Bank Account Statement to

successfully begin Selling on Amazon. For more information on SIV requirements, please see the Seller Central article here.

Government Issued Photo ID:

• Accepted documents include driver’s license, passport, residence card

• Clear color copy, with both sides copied.

• Valid, not expired

• The name matches the primary name in your Seller account

• The address matches the primary address in your Seller account

• The passport is signed

Bank Account Statement:

• Must contain your name, billing address and bank account or credit card information

• The name matches the primary name in your Seller account

• The address matches the primary address in your Seller account

• The document isn’t modified. You can hide the currency amount, but do not modify the original document.

• The statement has been issued in the past 90 days.

https://sellercentral.amazon.com/gp/help/help.html?itemID=GQRP483PDN88Q3M9



Amazon Seller Performance

Review (SPR) Guide


17



1. This document is designed to reduce the inconvenience caused by differences in language

environments in the process of registering and creating your Amazon account.

2. Please note that because Amazon constantly updates the site environment for a better

Selling Partner experience, you may see a slightly different screen than the guide image

used in this article. However, because the overall procedure is similar, you can get

sufficient help from this material.

3. Amazon Global Selling SEA & ANZ offers a variety of guide emails to Selling Partners who

have registered their account. Therefore, we encourage you to periodically check the email

you use for your account, and make sure that any related emails from Amazon are not

classified as spam.

4. In addition to registering your account, more information about Amazon Global Selling can

be found on the website.*https://services.amazon.com.sg

18

Introduction





Seller Performance Review

Color scanned copy of Utility bill with name and address visible (Only electricity/

water/gas/internet issued by public institutions are recognized)

Color scanned copy of Business license, if applicable

Supporting documents to prove your relationship with the utility bill owner if you are not the

utility bill owner.

If you have active listings, include copies of invoices, receipts, contracts or delivery orders

from your supplier issued in the last 90 days.

Valid credit card in Seller Central

19

Prepare the necessary documents for submission



Requirements for utility bill

Issued within the past 90 days

Please note that the bill document must be in one of these supported

languages: Chinese, English, French, German, Italian, Japanese, Portuguese,

or Spanish.

Submit all pages of the utility bill

Exact match of business address

Exact match of legal entity name

If utility bill document does not include the company name and only the name

of document holder, include the document holder’s name in the legal entity

name on Seller Central.

Eg of Legal Entity Name: ‘Company A – John Doe’

If utility bill document is under name of spouse/parents/tenant, provide

documents to verify relationship.

Eg: Marriage Certificate/Birth Certificate/Lease contract



• Sending in apartment bill, telco bill or television bill

• Utility bill is not issued within the last 90 days

• Sending bills that are not in English or in other supported languages:

Chinese, English, French, German, Italian, Japanese, Portuguese, or

Spanish

• Only submit the first page instead of all pages of the utility bill

• Name and address on utility bill does not match word for word with name

and address on Seller Central

21

Common mistakes made by Sellers




You may be asked for additional documents by Amazon Seller Performance Review team.

In Seller Central, you will see a notification that says Amazon has suspended your account.

Click on the flag or “Read more” link to see all performance notifications.

One of them should have the subject line: “We’re reviewing your Amazon.com seller account” with an “View appeal” button.



Seller Performance Review– First Message from Seller Performance Team (Example 1 Message)

You should have received an email fromAmazon with instructions about next step asshown here.

Prepare the requested documents andappeal via the link:https://sellercentral.amazon.com/cu/contact-us?skipHelpHubRedirect=true

Utility bill with name and address visible(Note: Telco bill is not accepted) Business license (if applicable)

https://sellercentral.amazon.com/cu/contact-us?skipHelpHubRedirect=true



Seller Performance Review – First Review (Create a case via Contact Us)

ScreenshotInstructions

If Seller Performance team is unable to verify the

document you provided because it was illegible,

you need to check your documents.

Did you properly scan it?

Did you provide sufficient documents?

Is the documents in English?

Does the utility bill details match your

Amazon Business Address and your Legal

Business Name?

Once you have ensured that you have done your

due diligence, craft a message in the “Contact us”

section as seen in the screenshot.

Attach your utility bill and supporting

documents (If applicable)

Seller Performance Team will review your request

and may reach out to you for further clarification if

needed within 7 business days.



Seller Performance Review – First Message from Seller Performance Team (Example 2 Message)

Hello,

We are reviewing your Amazon.com seller account. During our review, you will not be

able to sell on Amazon.com.

Please ship any open orders. If you have funds in your account, they will be available

after any amounts paid for A-to-z claims or chargebacks on your orders have been

deducted. This usually takes about 90 days, but funds may be held longer.

You can see your balance and settlement information in the Payments section of Seller

Central. If you have questions about those, please send an email to payments-

[email protected].

Please provide the following documents and confirm there is a valid credit card on file:

--Utility bill with name and address visible

--Business license, if applicable

--If you have active listings, include copies of invoices, receipts, contracts or

delivery orders from your supplier issued in the last 90 days.

You can send files in .pdf, .png, or .gif format. These documents must be authentic and

unaltered. You may remove pricing information, but the rest of the document must be

visible. Please send the documents to [email protected].

Once we receive your documents, we will review them and decide whether you may sell

on Amazon.com again.



Seller Performance Review – First Review (Email Template to Seller Performance Team)


Once you have ensured that your

utility bill details matches your

Amazon Business Address and

your Legal Business Name, do

craft an email as seen in the

screenshot.

Attach your utility bill and

supporting documents (If

applicable)

Seller Performance Team will

review your request and may

reach out to you for further

clarification if needed within 7

business days.



Seller Performance Review - Requirements

You can send files in .pdf, .png, or .gif format. These documents must be authentic and unaltered. You may remove pricing information, but the rest

of the document must be visible. Name and address on your utility bill must match (WORD FOR WORD) with your Amazon Business

Address within Seller Central. Name on your utility bill must match (WORD FOR WORD) with your Legal Business Name within Seller

Central. If the utility bill for the given address is not under your name, please provide a utility bill associated to

the address provided in Seller Central and any other supporting documents that prove you areoperating from that address, even if the bill is not under your name.

The utility bill could be a water, electricity, gas, or internet issued by the utility company. The bill must be issued within the last 90 days. The full document (all pages) of the utility bill has to be submitted.



Seller Performance Review – How to check your Amazon Business Address and Legal Business Name on Seller Central



Seller Performance Review – How to check your Amazon Business Address and Legal Business Name on Seller Central



Seller Performance Review - How to check your Amazon Business Address and Legal Business Name on Seller Central










If your utility bill is under your parents’ name, you will need to submityour parents’ passport details and your Birth Certificate to prove therelationship.

If your utility bill is under your spouse’s name, you will need to submityour spouse’s passport details and your Marriage Certificate to prove therelationship.

If your utility bill is under your landlord’s name, you will need to submityour landlord’s passport details and your Landlord-Tenant Agreement toprove the relationship.

If your utility bill is under your corporation’s name, you will need tosubmit your Business License to prove the relationship.



Seller Performance Review – Have you filled up the Appeal Form?



Seller Performance Review – Appeal Form


To activate your selling account, follow the

instructions outlined in the email sent to you upon

account deactivation. The most common path

forward is to share a plan of action that explains:

The root causes that led to the issue.

The actions you have taken to resolve the

issue.

The steps you have taken to prevent future

issues.


documents (If applicable).

Note: While creating a plan of action, explain the

issue as well as the steps that you have taken to

prevent similar complaints.



Seller Performance Review – Appeal Form


To activate your selling account, follow the

instructions outlined in the email sent to you upon

account deactivation. The most common path

forward is to share a plan of action that explains:

The root causes that led to the issue.

The actions you have taken to resolve the

issue.

The steps you have taken to prevent future

issues.


documents (If applicable).

Note: While creating a plan of action, explain the

issue as well as the steps that you have taken to

prevent similar complaints.



Seller Performance Review – Second Message (Version 1) from Seller Performance Team (After First Review)

Hello,

We have reviewed the document(s) you recently provided.

We were unable to verify the document you provided because it was illegible.

Please provide the following updated documents and confirm there is a valid credit card on file:


--Business license

--If you have active listings, include copies of invoices, receipts, contracts or delivery orders from

your supplier issued in the last 90 days.

You can send files in .pdf, .png, or .gif format. These documents must be authentic and unaltered.

You may remove pricing information, but the rest of the document must be visible. Please submit

your documents by following this link (https://sellercentral.amazon.com/cu/contact-us).

Once we receive your documents, we will review them and decide whether you may sell on

Amazon.com again. If you do not send the requested documents, we may cancel your listings and

any funds in your account may be held for up to 90 days, but funds could be held longer.

Learn more about account reviews in Seller Central Help:

https://sellercentral.amazon.com/gp/help/G1801.

Sincerely,

Seller Performance Team

Amazon.com

http://www.amazon.com

Possible reasons:

Document was not of high

quality or full document

was not submitted.

https://sellercentral.amazon.com/gp/help/G1801



Seller Performance Review – Second Message (Version 2) from Seller Performance Team (After First Review)

Hello,

We have reviewed the document(s) you recently provided.

We were unable to verify the document you provided because it was not dated within the last 90 days.

We were unable to verify the document you provided because you did not provide all pages of the document, provided

screenshots, or did not show all of the required information.

We were unable to verify the document you provided because it was illegible.

Please provide the following updated documents and confirm there is a valid credit card on file:


--Business license

--If you have active listings, include copies of invoices, receipts, contracts or delivery orders from your supplier issued in the last 90

days.

You can send files in .pdf, .png, or .gif format. These documents must be authentic and unaltered. You may remove pricing information,

but the rest of the document must be visible. Please submit your documents by following this link

(https://sellercentral.amazon.com/cu/contact-us).

Once we receive your documents, we will review them and decide whether you may sell on Amazon.com again. If you do not send the

requested documents, we may cancel your listings and any funds in your account may be held for up to 90 days, but funds could be

held longer.

Learn more about account reviews in Seller Central Help: https://sellercentral.amazon.com/gp/help/G1801.

Sincerely,


Amazon.com


Full document was not

submitted.

Utility bill is not issued

within 90 days

Possible reasons:

Document was not of high

quality or full document

was not submitted.



Seller Performance Review – Second Review

ScreenshotInstructions If Seller Performance team is unable to verify the

document you provided because it was illegible,

you need to check your documents.

Did you properly scan it?

Did you provide sufficient documents?

Is the documents in English?

Does the utility bill details match your

Amazon Business Address and your Legal

Business Name?


due diligence, prepare the requested

documents and appeal via the link:

https://sellercentral.amazon.com/cu/contact-

us?skipHelpHubRedirect=true


documents (if applicable).







Seller Performance Review – Third Message from Seller Performance Team (After Second Review)

Dear

We received your submission but do not have enough information to reactivate your account at this time. To

reactivate your account, please send the following:

-- Greater detail on evidence or examples that demonstrate that your account has complied with our

policy.

How do I send the required information?

Submit this information at https://sellercentral.amazon.com/cu/contact-us.

What happens if I do not send the requested information?

If we do not receive the requested information within 14 days of the original notification, your

account will remain deactivated.

We're here to help

If you have questions about this policy or information requested above, please contact us at

https://sellercentral.amazon.com/cu/contact-us. Additionally, please find assistance creating a plan of action

at https://sellercentral.amazon.com/gp/help/G201623610.

You can view your account performance at

https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_op or select Account Health on the

home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows

how well your account is performing against the performance metrics and policies required to sell on

Amazon.

-- Download iOS App at https://itunes.apple.com/us/app/amazon-seller/id794141485

-- Download Android App at

https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US

Sincerely,


Amazon.com


https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US



Seller Performance Review – Third Review


If Seller Performance team is asking for greater

detail on evidence or examples that demonstrate

that your account has complied with our policy,

please craft a message in the “Contact us” section

as seen in the screenshot.


due diligence, prepare the requested

documents and appeal via the link:

https://sellercentral.amazon.com/cu/contact-

us?skipHelpHubRedirect=true

Attached your utility bill and supporting

documents (if applicable).







• Utility bill is water/gas/electricity/internet bill issued by a public institution

• Utility bill is issued within the last 90 days

• Utility bill is in English or other official Amazon languages

• Submitted all pages of the utility bill

• Ensure that name and address on the utility bill exactly matches information provided on Seller Central

• Provide supporting documents such as birth certificate or marriage certificate if you need to prove your relationship with the utility bill owner

• Did you follow the instructions in Performance notifications for your first review and submit your appeal with utility bill and supporting documents via Contact Us form or email seller performance?

• Did you fill in the Appeal form in Performance notifications and submit your utility bill and supporting documents?

• Did you follow the instructions in Performance notifications for your second and third review and submit your appeal with utility bill and supporting documents via Contact Us form?

42

Checklist for Seller Performance Review



Do’s and Don’ts

Do’s Don’t’s

Coloured and scanned, high quality

and unobstructed image of document

Low quality and cropped image of

document

Utility bill issued within the last 90 days Issued within more than past 90 days

Document in supported languages:

Chinese, English, French, German,

Italian, Japanese, Portuguese, Turkish

or Spanish.

Document in local language and not in

English

Submit all pages of the utility bill

(Water/Electricity/Gas/Internet bill)

Submit only the first page other utility

bills such as telco, television or

apartment bill

Seller name and address on utility bill

and supporting document match with

Seller Central.

Name and address do not match and

additional documents were not

provided to prove the relationship

between seller and utility bill owner

Documents

Amazon Seller Identity Verification (SIV) and Seller ... · Amazon seller account registration process • Your identity document must be in one of the following languages: Chinese,