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Verified Merchant Appeals process

simpleshapes
Just visiting

Upon trying get Verified Merchant status I was told that my return and shipping policy were not clear.  I resubmitted edits to my wesbite and started an appeal (apparently the last one I had since they were not clear the first time as to why I was not approved).  While previously it was 24 hrs wait for a response, my account has been under appeal pending for the past 4 days.  Does anyone have any insight as to how long this typically takes?

TIA!

1 Kudo
1 Solution

Accepted Solutions
PinterestIvania
Moderator
Moderator

Hi @simpleshapes and welcome to the Community!

It usually takes 48h to get a response, but there may be a back log and take a bit longer than expected. 

I hope you are able to solve this, let me know if I can help you with anything else!

View solution in original post

1 Kudo
10 Replies
PinterestIvania
Moderator
Moderator

Hi @simpleshapes and welcome to the Community!

It usually takes 48h to get a response, but there may be a back log and take a bit longer than expected. 

I hope you are able to solve this, let me know if I can help you with anything else!

1 Kudo
simpleshapes
Just visiting

I tried emailing and within a few hours my account was approved!  Thank you!

2 Kudos
LydiaWallDesign
New member

Where did you email them, I tried to find a path from their menu but no luck 😞 Thank you

0 Kudos
PinterestIvania
Moderator
Moderator

Hi @LydiaWallDesign, and welcome to the Community!

You can contact our support team at this link. When entering the link you can select the category you need help with. When you continue to follow the steps on that page, you will be able to add all the details about the situation you are facing.

Let me know if there’s something else I can help you with! 

2 Kudos
LydiaWallDesign
New member

So which category should I choose? I tried Appeal a policy violation removal but it asked me about a reason and none of them apply. Maybe I tried the wrong path all together.

0 Kudos
PinterestIvania
Moderator
Moderator

Hi @LydiaWallDesign!

When going to the link, you can select Appeals > Merchant catalog rejection.

I hope you are able to solve this. Give us a shout if you have any other questions! 

1 Kudo
brownzlabel
New member

I am in the same boat now for the same issue and I made the recommendations to the policy ensuring it was clear and visible but still was denied and was out of appeals.  Not sure what the expectations are if you've followed the guidelines and made the adjustments.

0 Kudos
PinterestIvania
Moderator
Moderator

Hi @brownzlabel, and welcome to the Community!

If you believe your catalog does meet the requirements, I would recommend filing a ticket with our support team here. They’ll be able to better assist you with this! 

Feel free to contact us if you have any further questions.

0 Kudos
jeannemarieconnolly
Just visiting

Thank you so much for this link!  I am having an appeal issue myself.  Has anyone been told they have a broken website link when they do not?  I am terrified of using up my final appeal, so I hope that this customer service link can help me resolve this.  

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