Quick answer. Amazon does not publish a direct phone number or email address for Seller Performance. Questions about violations, warnings and reinstatement go through Account Health Support, which professional sellers reach with the Contact us or Call me now button on the Account Health page in Seller Central or in the Amazon Seller app, and a specialist calls you back. The team is available 7 days a week. Appeals are submitted separately on the Account Health page, certain intellectual property notices are answered by replying to the notice, and general selling questions go to Selling Partner Support.
Many sellers still search for a way to reach Seller Performance, the name sellers use for the teams that review account health issues and appeals. Amazon’s help pages now describe a set of separate channels, each built for one kind of problem. Picking the wrong one wastes days, because a support conversation does not count as an appeal and an appeal does not answer a question.
Where Seller Performance Sits in Seller Central Today
Amazon’s current help pages do not offer a seller-facing contact labeled Seller Performance. The review of violations and appeals is reached through the Account Health page, which Amazon describes as an overview of how your selling account adheres to the performance targets and policies required to sell in its stores. Every violation that affects your Account Health Rating appears there, along with the next steps for each one and the button to submit an appeal or dispute.
That design means the contact point depends on what you need. If you need to understand a violation, you talk to Account Health Support. If you need a decision, you submit through the Account Health page. If the notice tells you to reply to it, you reply to it. The Business Solutions Agreement backs this up. Section 3 says Amazon will notify you of a suspension or termination by email or through Seller Central, indicating the reason and any options to appeal. The options in that notice are the contact route Amazon expects you to use.
Which Amazon Channel to Use
| Channel | Use it for | How to reach it | Who can use it |
|---|---|---|---|
| Account Health Support | Understanding violations, metrics and warnings, next steps when an account is at risk, and help submitting information to reinstate a deactivated account | Contact us or Call me now on the Account Health page, or the Amazon Seller app | Professional sellers |
| Account Health page appeal | Appealing an account deactivation or listing removal, or disputing a violation you believe was an error | Reactivate your account, or the appeal option next to the violation on the Account Health page | All sellers with a violation |
| Reply to the notification | Certain intellectual property notices, such as a product you never listed or a patent claim, and some suspension notices | Reply to the notice you received | The seller who received the notice |
| Copyright counter-notice | A copyright removal you believe was a mistake or misidentification | The email address provided in your copyright warning | The seller who received the warning |
| Disbursement appeals | Seeking withheld funds after deactivation | disbursement-appeals@amazon.com, any time after 60 days from deactivation | Deactivated sellers with withheld funds |
| Selling Partner Support | General selling questions, and products you believe were removed as restricted in error | Seller Central support, or through Amazon’s Seller Assistant | All sellers |
| Help pages and Seller University | Account health information and training | The Help section in Seller Central and Seller University | All sellers, including those who are not professional sellers |
How to Contact Account Health Support
Amazon describes Account Health Support as a dedicated support channel for professional sellers worldwide that connects you with specialists who help you understand your account performance.
- In Seller Central, open the Account Health page.
- Select Contact us or Call me now.
- Enter your phone number when prompted. Amazon says an account health specialist will contact you right away.
The Contact us button is also available on mobile through the Amazon Seller app. Amazon says the team is available 7 days a week, and you can check the hours of operation for your time zone and preferred language by selecting Contact us or Call me now. Amazon does not publish a fixed set of hours for every language, so check the button itself before you plan a call around a deadline.
What Account Health Support can help with
Amazon lists six areas where specialists help. Using the Account Health page and understanding your metrics. Learning how to obtain and maintain good account health. Understanding Amazon’s policies. Addressing performance defects, listing deactivations and policy violations. Improving customer service and shipping performance metrics. Submitting requested information to avoid deactivation or to reinstate a deactivated account.
Amazon adds that a specialist can explain which practices are helping or hurting your account health and, if the account is at risk, help you identify next steps to prevent a disruption. Amazon’s FAQ also says that if you do not understand why a specific violation was triggered, you can ask the specialist to explain the policy in detail. That is the best use of a call. A specialist can tell you what the violation means and what the page expects. The specialist does not write your appeal, and the call itself does not reinstate anything.
What Amazon says about evidence by violation type
Amazon’s Account Health Support FAQ gives a short evidence guide that is worth having open during a call. For intellectual property violations, documents proving your right to sell the product, such as authorization letters or invoices from authorized distributors. For counterfeit allegations, invoices from manufacturers or authorized distributors that show the supply chain for the flagged products. For performance defects, a review of your metrics to find patterns, followed by an appeal that explains root causes and preventive measures. For multiple accounts, an explanation of the legitimate business reason for the accounts, with supporting documents.
Who can use it
Amazon describes Account Health Support as a channel for professional sellers. For sellers who are not on the professional plan, Amazon points to account health information in the Help section of Seller Central, the Account health FAQ, and Seller University. Amazon’s Account Health Rating page also lists the Seller Forums as a resource for all sellers. If you sell on the individual plan and face a serious account health issue, the appeal route on the Account Health page is still open to you even though the callback is not.
Related guides include Can You Sue Amazon Over a Suspension or Held Funds? What the Seller Agreement Says About Disputes and Amazon Policies Sellers Should Know About.
How to Submit an Appeal
Talking to a specialist does not replace an appeal. For an account deactivation, Amazon’s process is to go to Account Health, select Reactivate your account at the top of the page, follow the instructions, and select Submit. Amazon says you may be asked to complete a questionnaire, acknowledge a violation, complete a quiz, or provide supporting documents. After you submit, monitor your email for a decision. If Amazon replies asking for more information, use View Appeal on the Account Health page to send it. Amazon says to expect a reply to a deactivation appeal within two days.
For a listing removal, Amazon’s process starts in Account Health. Check the Product Policy Compliance tab for the issue first. If the listing does not appear there, check Manage Inventory for inactive listings, and review your Performance Notifications for the removal details. Then follow the instructions on the page to submit an appeal or correct the listing so it complies.
Appeal or dispute
The Account Health page offers two ways to address a violation, and choosing the right one matters. A dispute is for a violation you believe Amazon detected in error, and it needs evidence of the error. An appeal is for a violation that did happen, where you show it was not intentional and has been corrected. Amazon says a successful appeal or dispute reverses the violation and its impact on your Account Health Rating, and the rating updates within a few hours of Amazon confirming it.
What a strong submission contains
Amazon’s appeal guidance asks for a submission that is clear, concise and factual, focused on the events that led to the issue, and free of emotive language and references to other support cases. Explain every issue and its root cause, list the specific actions you took with the dates of the changes, and include evidence for every ASIN named at the bottom of the original notification. Highlight the relevant ASINs and supplier names in your documents. Invoices must come from the supplier, show an issue date within the 365 days before the performance notification, and arrive through Seller Central as a PDF or image file no larger than 10MB.
When the Notice Tells You to Reply
Some problems are handled by replying to the notification instead of through the appeal button. Amazon’s Intellectual Property Policy sets out which.
- A product you never listed. Reply to the notification and tell Amazon you have never listed the reported product. Amazon says it will investigate whether an error occurred.
- A patent claim. Reply to the notification with the specific reasons you believe a mistake was made. You may also provide a court order showing your product does not infringe or that the patent is invalid or unenforceable.
- A copyright removal. File a counter-notice under the Digital Millennium Copyright Act to the email address in your copyright warning, with the signature, identification of the material, good-faith statement under penalty of perjury, and consent to jurisdiction that Amazon’s policy lists.
- A license with the rights owner. Contact the rights owner who filed the complaint and ask for a retraction. Amazon says your content may be reinstated when it receives one.
- A trademark or counterfeit claim on the product. Use the Account Health dashboard to provide an invoice or order ID that shows the product is authentic.
- A suspension for IP notices. Send your appeal through the account dashboard or reply to the suspension notification you received.
Calling Account Health Support about these notices is useful for understanding them, but the reply or counter-notice is the action that gets reviewed.
When Amazon Contacts You First
Contact runs in both directions. When Amazon detects a Critical violation, it notifies you on the Account Health page and by email, your Account Health Rating drops to zero, and you have a three-day grace period to address the violation before deactivation. Amazon says an Account Health specialist may try to call you during that period and asks sellers to keep the number under Emergency notifications in Notification Preferences up to date. The same applies when an account reaches the maximum number of repeat violations for a policy in 180 days, which Amazon sets at five for infringement-related policies and two for restricted products policies.
Amazon’s guidance on accounts at risk is direct. If you do not address the violations and Amazon is unable to reach you to help address them, the account will most likely be deactivated. An outdated emergency number removes one of the few chances you have to fix a problem before it becomes a suspension. Check it today if you have not looked at it recently.
Selling Partner Support and the Seller Assistant
Selling Partner Support handles general selling questions. Amazon’s help pages note that Amazon’s Seller Assistant can help with account health topics and, for most language settings, can connect you directly to Selling Partner Support.
Amazon names one account health situation where Selling Partner Support is the right channel. Its restricted products guidance says that if you believe a product was removed as restricted in error, you should contact Selling Partner Support, and Amazon will review the product and adjust its systems and your account status as appropriate. Amazon also tells sellers to close the listing while they appeal the restriction, because moving a restricted listing to out of stock does not make it compliant.
Amazon draws a limit here too. It states that it will not pre-screen listings for compliance or provide legal advice, and that contacting Selling Partner Support to ask whether a product is permitted is not an effective way to stay compliant. A preventive plan that relies on asking support before each listing will not satisfy a restricted products appeal.
If You Can’t Submit an Appeal
Amazon’s Account Health Support FAQ lists steps for technical problems that block an appeal or leave the buttons greyed out.
- Try a different browser or clear your cache.
- Try submitting through the Amazon Seller app.
- Contact Account Health Support directly with the Contact us button.
- If the Contact us button is also unavailable, reach out through Seller Central’s general support.
If you believe a violation was caused by an Amazon system error, such as incorrect handling times producing false late shipment defects, Amazon says to mention that specifically when you contact support and to provide evidence of the error. Take screenshots of the settings, the order records and the dates before you call, so the specialist can see the error instead of taking your word for it.
Which Contact to Use by Situation
We sort every new case by the situation the seller is in, because each one has a first contact that moves it forward and others that only add delay.
Your account is deactivated
Start on the Account Health page. Read every violation listed there and the notice that came by email, then submit through Reactivate your account once the evidence is ready. Call Account Health Support before you submit if the notice is unclear about which policy or ASINs are involved. If the account was deactivated because its Account Health Rating fell below 100, Amazon says it will be reinstated once the score returns to 100 or higher, so the work is appealing or disputing individual violations until the score recovers.
Your rating is At Risk
An At Risk rating, a score of 100 to 199, means the account is at risk of deactivation. This is the stage where a callback adds the most value. Ask the specialist which violations carry the most weight and whether each one calls for an appeal or a dispute, then address them on the Account Health page in order of severity. Amazon says the rating updates within a few hours of confirming a violation has been addressed.
A Critical violation just appeared
Treat the three-day grace period as the deadline it is. Confirm your emergency number, read the violation, and submit the response through the instructions on the Account Health page within the window. Use Account Health Support to clarify the requirement, not as a substitute for the submission.
A listing was removed
Check the Product Policy Compliance tab, then Manage Inventory for inactive listings, then Performance Notifications. If the listing was removed as a restricted product and you believe that was an error, Amazon routes that to Selling Partner Support. For other removals, appeal or correct the listing on the Account Health page.
An intellectual property complaint arrived
Use the route the IP policy gives for that notice type. Reply to the notice for a product you never listed or a patent claim, file a counter-notice by email for copyright, ask the rights owner for a retraction where you hold a license, and use the Account Health dashboard to submit invoices or order IDs for a trademark or counterfeit claim.
Your funds are withheld
While the account appeal is open, funds follow the outcome of that appeal. If the account is reinstated, Amazon releases funds on your normal disbursement schedule. If the appeal fails or you do not appeal, the funds request goes to disbursement-appeals@amazon.com any time after 60 days from deactivation. Amazon says it may ask for documents about your identity, financial instruments or supply chain, so have them ready before you write.
Getting the Most From a Call
A callback is short and the specialist sees what the system shows. Preparation decides whether you leave the call with a clear next step.
- Open the notice and the Account Health page first. Have the violation, the ASINs and the notification date in front of you.
- Ask one specific question per issue. Ask what information is missing, which document type the violation expects, or whether the issue calls for an appeal or a dispute.
- Ask for the policy explanation. If you do not understand why a violation was triggered, ask the specialist to explain the policy in detail, as Amazon’s FAQ invites.
- Write down what you are told. Record the date, the time and the guidance given. Amazon asks that appeals not reference other support cases, so use the notes to shape the submission rather than citing them in it.
- Stay factual. Keep the call on the violation and the next step. Arguments about fairness or competitors do not change what the page requires.
A specialist can explain what Amazon needs. Writing an appeal that delivers it is still on you. If you want that handled, our Amazon suspension and reinstatement team prepares the appeal and documents. For ongoing monitoring so issues are caught before they escalate, see our Amazon account health maintenance service.
Mistakes That Slow a Case Down
- Treating a call as an appeal. Nothing changes on the account until a submission is reviewed. Sellers who wait for a callback to fix the problem lose days.
- Opening tickets in every channel at once. Repeating the same question through Selling Partner Support, Account Health Support and the appeal form creates conflicting threads. Amazon asks that appeals not reference other support cases.
- Sending documents by email. Amazon does not accept supplier invoices sent by email or third-party sharing. They must go through Seller Central.
- Using third-party contact numbers. Amazon’s help pages do not list a direct number for Seller Performance. Numbers posted elsewhere are not an Amazon channel, and anyone who asks for your login details by phone is not Amazon support.
- Letting the emergency number go stale. During a three-day Critical window, the call Amazon may make is the one that matters most.
- Asking support to approve a product in advance. Amazon says it does not pre-screen listings, so the answer protects nothing.
Regional Differences in the US, EU and UK
Account Health Support is described by Amazon as available to professional sellers worldwide, and the Contact us button works the same way in each store’s Seller Central. The legal backdrop differs by region.
In the United States, the contact routes are set by Amazon’s agreement and help pages. Section 3 of the Business Solutions Agreement requires prompt notice of a suspension or termination with the reason and any options to appeal, except where Amazon believes the detail would hinder a fraud investigation or help a seller get around its safeguards.
In the European Union, Regulation (EU) 2019/1150 requires online platforms to give business users an internal complaint-handling system that is easily accessible and free of charge. Article 11 requires complaints to be handled within a reasonable time frame and the outcome to be communicated individually in plain language. Article 4 requires a statement of reasons for a restriction or suspension and gives the business user the chance to clarify the facts through that complaint system. Article 12 requires platforms to name at least two mediators for disputes the internal system does not resolve. In the United Kingdom, the same regulation continues as retained law, published on legislation.gov.uk. EU and UK sellers should read their Seller Central terms for the complaint and mediation routes these articles require, and keep a written record of each complaint and response.
Frequently Asked Questions
Does Amazon Seller Performance have a phone number?
Amazon’s help pages do not list a direct phone number. Professional sellers use the Contact us or Call me now button on the Account Health page, enter their number, and an Account Health Support specialist calls them.
Can individual sellers contact Account Health Support?
Amazon describes Account Health Support as a channel for professional sellers. Other sellers can use the account health information in the Seller Central Help section, the Account health FAQ and Seller University, and can still submit appeals on the Account Health page.
Is Account Health Support available on weekends?
Yes. Amazon says the team is available 7 days a week. Hours vary by time zone and language, and you can check them by selecting Contact us or Call me now.
Can Account Health Support reinstate my account on the call?
Specialists help you understand issues and submit requested information. Reinstatement is decided through the appeal you submit on the Account Health page, which Amazon says to expect a reply to within two days.
What if my appeal buttons are greyed out?
Amazon suggests trying another browser or clearing your cache, using the Seller app, or contacting Account Health Support. If the Contact us button is also unavailable, use Seller Central’s general support.
Need More Than a Callback
If you have already talked to Amazon and still don’t know what to submit, submit your case for a free assessment, or book a consultation with our team.
Related guide. Facts You Need to Know About Fulfillment by Amazon (FBA).
Get Help With Your Amazon Case
Our Amazon suspension team can take the case from here. You can also see all our marketplace suspension services.
Sources
- Amazon Seller Central, Account health support FAQ
- Amazon Seller Central, Account health rating
- Amazon Seller Central, Appeal an account deactivation or listing removal
- Amazon Seller Central, Complete an appeal questionnaire to reinstate selling privileges
- Amazon Seller Central, Intellectual Property Policy
- Amazon Seller Central, Additional information and resources for sellers about our Restricted Products policy
- Amazon Seller Central, Invoice requirements for appealing a policy violation
- Amazon Seller Central, Funds disbursement eligibility policy
- Amazon Seller Central, Amazon Services Business Solutions Agreement
- EUR-Lex, Regulation (EU) 2019/1150 on promoting fairness and transparency for business users of online intermediation services
- legislation.gov.uk, Regulation (EU) 2019/1150, Article 4 (UK version)
