Anyone who has been through this please help me. I created this seller account to resolve my friend’s account’s issue.

Issue:

1. cannot log in to the seller or buyer account, when login the UI indicates the account is closed.
2. All reaching out to Amazon fall into a dead loop. They will create a case and say some team will reach out via email, but we never received any email.
3. We did not receive any alert when the account was initially on hold.

Since when:
04/21/2023

What we tried:

1. Contact via chat
2. call, we had been promised that some team would reach out and asked to wait for 24 hours many times, but no one reached out.
3. emails (find a couple by doing online searches)

What we learned:
From customer service, we learned the account is on hold(not closed) because of the high refund rate, or because someone tried to purchase items using our account.

Our explanation:
We believe there was a misjudgment on buyer’s account. Since Amazon gives both accounts when we register the seller account, we cannot get rid of the buyer account, but we did not intentionally use the buyer’s account to purchase items.

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Greatly appreciate it if you could input your thoughts. Thank you!
@Amelia_Amazon