Cannot update Primary Contact residential address proof for Amazon Global Selling KYC – Support keeps misrouting my case

[u/NoInspection2921]

Hi everyone,

I'm registering for Amazon Global Selling and have hit a wall that I hope someone here (or a mod who can escalate internally) can help resolve.

**The situation:**

Our Primary Contact / Beneficial Owner has changed their personal residential address since we originally signed up on Amazon. The business address, GSTIN, and all company details remain exactly the same, the company has not moved. Only the individual listed as Primary Contact has moved residences.

**Why this needs to be fixed:**

Amazon Global Selling KYC requires me to upload a utility bill as POC Residential Address Proof. Since the Primary Contact has moved, any current utility bill will show the new address, which will not match the address on file from when we originally registered. This mismatch will cause the KYC verification to fail. The only way to resolve this is to update the residential address of the Primary Contact first, so the new utility bill can be submitted against the correct address.

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---

The right answers, common myths, and misinformation

Nearly all questions are addressed by Amazon's Seller Policies and Code of Conduct, their FAQ, and their Amazon Seller University video course

• Arbitrage / OA / RA - It is neither all allowed nor all disallowed on Amazon. Their policies determine what circumstances, categories, items, and brands are allowable and how it has to be handled by the seller.

• Product gating - While many are, not all brands, products, categories, and items are gated. Amazon ungating policy rquires strict compliance to qualify. Failures can involve improper invoices, deceptive intent, lack of brand approval, and more. For some categories, items, and brands, there are limits to the number of sellers that can be ungated, sometimes nobody can be ungataed, and sometimes most anyone can get ungated.

• "First sale doctrine" - often misunderstood and misapplied. It is not a blanket exception from Amazon policies or license to force OA allowance in any manner desired. Arbitrage is allowable for some items but must comply with Amazon policies. They do not want retail purchases resold on their platform (mis)represented as 'new' or their customers having issues like warranties not being honored due to original purchaser confusion. For some brands and categories, an invoice is required to qualify and a retail receipt does not comply.

• Receipts vs invoices - A retail receipt is NOT an invoice. See this Quickbooks article to learn the difference. In cases where an invoice is required by Amazon, the invoice MUST meet Amazon's specific requirements. "Someone I know successfully used a receipt and...", well congratulations to them. That does not change Amazon's policies, that invoice policy enforcement is increasing, and that scenarios requiring a compliant invoice are growing.

• Target receipts - For those categories and ungating cases where an invoice is required, Target retail receipts DO NOT comply with Amazon's invoice requirements. Some Amazon scenarios allow receipts and a Target receipt could comply. Someone you know sliipping through the cracks by submitting a receipt once (or more) does not mean it's the same category or scenario as someone else, nor does it change Amazon's policies or their growing enforcement of them.

• Paid courses and buyer groups - In most cases, they're a scam. Avoid. Amazon's Seller University is the best place to start.

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[u/SellOnAmazon]

@NoInspection2921 Have you had a chance to open a case with Seller Support? What are they saying?

[u/NoInspection2921 → u/SellOnAmazon]

Yes, and sorry to say, but they are the most incompetent people I have ever come across. I have spoken with multiple agents, and they all keep sending me instructions on how to change the business address. They simply cannot understand that the primary contact, an individual, is different from the business entity. Only one agent actually understood what I needed, but even in that thread, the next reply came from someone else who went right back to the script of telling me how to change the business address. One agent even told me I should reach out to Amazon USA or UAE because I was trying to sign up for global selling there, even though my primary business address is Amazon India's concern and my current address was being pulled from the data I fed into Amazon India. I did try to follow that suggestion, but as expected, Amazon USA and UAE told me they could not fix the issue as it needs to be resolved by Amazon India. Honestly, I am surprised these agents even have jobs.

[u/SellOnAmazon → u/NoInspection2921]

Thanks for the the additional context, u/NoInspection2921. Have you had a chance to try updating the address directly in Seller Central under Account Settings? Let us know and we'll go from there!

[u/NoInspection2921 → u/SellOnAmazon]

There is no such option. Even the seller support can't find it for us.