Seller Account Identity Verification

Amazon Seller Identity
Verification (SIV) and

Seller Performance
Review (SPR) Guide
Amazon Global Selling SEA & ANZ
© Copyright 2019, Amazon.com, Inc or its affiliates

1 The information provided is accurate as of 13 November 2019
Introduction
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

Process of account registration, SIV and SPR
 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.
2 4
Go through Seller Go through Seller
Identity Verification Performance review if
(SIV) Process your account gets
suspended
1 3
Register for your
Access your account
selling account with
via Seller Central
Amazon

Amazon Seller Identity
Verification (SIV) Guide

Prepare the necessary documents for submission
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

Seller Identity Verification (1/5)
Instructions
Screenshot
 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

Instructions
A
 Details of uploading a copy of your ID (e.g. Passport)
Screenshot • 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.
A • 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
B
Instructions
Screenshot  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
B • 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
Instructions
Example B  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

Do’s and Don’ts
Do’s Don’t’s
High quality and unobstructed image Low quality and cropped image of
of document document
Has bearer’s signature Missing signature
Document in supported languages: Document in local language and not
Chinese, English, French, German, translated
Italian, Japanese, Portuguese, Turkish
or Spanish.
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

The information provided is accurate as of 13 November 2019
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.

Amazon Seller Performance
Review (SPR) Guide

Introduction
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

Prepare the necessary documents for submission
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

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

Common mistakes made by Sellers
• 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

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 from

Amazon with instructions about next step as
shown here.
 Prepare the requested documents and
appeal 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)

Seller Performance Review – First Review (Create a
case via Contact Us)
Instructions
Screenshot
 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-
funds@amazon.com.
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 seller-performance@amazon.com.
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 are
operating 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

Seller Performance Review - How to check your Amazon Business

Seller Performance Review - How to check your Amazon Business

 If your utility bill is under your parents’ name, you will need to submit
your parents’ passport details and your Birth Certificate to prove the
relationship.
 If your utility bill is under your spouse’s name, you will need to submit
your spouse’s passport details and your Marriage Certificate to prove the
relationship.
 If your utility bill is under your landlord’s name, you will need to submit
your landlord’s passport details and your Landlord-Tenant Agreement to
prove the relationship.
 If your utility bill is under your corporation’s name, you will need to
submit 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.

Possible reasons:
We were unable to verify the document you provided because it was illegible. Document was not of high
Please provide the following updated documents and confirm there is a valid credit card on file: quality or full document
was not submitted.
--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

Seller Performance Review – Second Message (Version 2)
from Seller Performance Team (After First Review)
Hello,
Utility bill is not issued
We have reviewed the document(s) you recently provided.
within 90 days
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.
Full document was not
We were unable to verify the document you provided because it was illegible. submitted.
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.
Possible reasons:
Document was not of high
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 quality or full document
(https://sellercentral.amazon.com/cu/contact-us).
was not submitted.
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

Seller Performance Review – Second Review
Instructions
Screenshot  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

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).


Checklist for Seller Performance Review
• 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?

Do’s and Don’ts
Do’s Don’t’s
Coloured and scanned, high quality Low quality and cropped image of
and unobstructed image of document document
Utility bill issued within the last 90 days Issued within more than past 90 days
Document in supported languages: Document in local language and not in
Chinese, English, French, German, English
Italian, Japanese, Portuguese, Turkish
or Spanish.
Submit all pages of the utility bill Submit only the first page other utility
(Water/Electricity/Gas/Internet bill) bills such as telco, television or
apartment bill
Seller name and address on utility bill Name and address do not match and
and supporting document match with additional documents were not
Seller Central. provided to prove the relationship
between seller and utility bill owner

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Amazon Seller Identity

Verification (SIV) and

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

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

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

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

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

Seller Identity Verification

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

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

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

 For any questions regarding

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

 Make sure that you fill up all your

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

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

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

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

 Once you have submitted all

 Amazon will review your

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

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

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

 If you receive the following message:

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

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

Government Issued Photo ID:

Bank Account Statement:

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

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

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

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

Seller Performance Review

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

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

• Sending in apartment bill, telco bill or television bill

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

 In Seller Central, you will see a

 Click on the flag or “Read more” link

 One of them should have the subject

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

 You should have received an email from

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

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

--Utility bill with name and address visible

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

 Once you have ensured that your

 You can send files in .pdf, .png, or .gif format.

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

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

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

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

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

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

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

 The root causes that led to the issue.

 The actions you have taken to resolve the

 Note: While creating a plan of action, explain the

 The root causes that led to the issue.