How do we appeal the products not belong to Category equipment THAT DO NOT need ISED NUMBER or HVIN
Hello!
THREE WEEKS ago, one, and today 2, of our products were misidentified as devices that do not comply with the certification and labeling requirements of Innovation, Science and Economic Development Canada (ISED Canada).
I believe there has been a misunderstanding, as our products do not fall under the category that necessitates ISED compliance. There are pyrography pens (woodburning tolls/soldering irons)-there are "PLUG-IN" devices!!! They ARE NOT WIRELESS PRODUCTS or Radio Apparatus, Interference, and CAN NOT HAVE HVIN!
We appealed and have had no answer and it's been almost 3 weeks- case ID 14360213291. Today we appeal for 2 other ASINS case ID 14470514361. It's the same product but within a different kit.
We have FBA inventory now they become unsellable. ANd disposal order on 24th of December!
@Sunnie_Amazon Could you please look into cases 14470514361 and ID 14360213291 and give us some pieces of advice?
Thank you so much in advance!!
Diana
How do we appeal the products not belong to Category equipment THAT DO NOT need ISED NUMBER or HVIN
Hello!
THREE WEEKS ago, one, and today 2, of our products were misidentified as devices that do not comply with the certification and labeling requirements of Innovation, Science and Economic Development Canada (ISED Canada).
I believe there has been a misunderstanding, as our products do not fall under the category that necessitates ISED compliance. There are pyrography pens (woodburning tolls/soldering irons)-there are "PLUG-IN" devices!!! They ARE NOT WIRELESS PRODUCTS or Radio Apparatus, Interference, and CAN NOT HAVE HVIN!
We appealed and have had no answer and it's been almost 3 weeks- case ID 14360213291. Today we appeal for 2 other ASINS case ID 14470514361. It's the same product but within a different kit.
We have FBA inventory now they become unsellable. ANd disposal order on 24th of December!
@Sunnie_Amazon Could you please look into cases 14470514361 and ID 14360213291 and give us some pieces of advice?
Thank you so much in advance!!
Diana
18 replies
Jurgen_Amazon
Hello @Seller_tv2wUuvVOJV9l,
Thank you for contacting Amazon Forums.
I have reviewed both cases and they are currently in Pending Amazon Action since the investigation to your escalation is been performed as we speak. Please bear with us and follow up on those cases until they are resolved.
If you consider that the outcome of the investigation is incorrect, please do not hesitate in letting me know, that way I can double check and follow-up with the team in charge accordingly.
Sincerely, Jurgen_Amazon
Seller_tv2wUuvVOJV9l
Hello @Jurgen_Amazon ,
Thank you for your response. Please also check and help me with case ID 14485091851 with the same issue where we sent the documents on the 26th of December and the last message sent by Amazon on December 27th says "Amazon
05:16 a.m.
2023-12-27
"Hello,
We received your submission and we are currently working with other Amazon teams to reach a resolution on your case.
It can take up to 10 business days to conduct the investigation. We will update you once a resolution has been reached.
We’re here to help"
Therefore, we have waited more than for investigation to be complete. Can you please kindly escalate it?
I really appreciate any help you can provide for receiving a resolution on our case.
Thank you in advance!
Diana
Jurgen_Amazon
Hey Diana,
Thank you for sharing that. Absolutely, I can review it and escalate accordingly. Please do keep me posted with the other in case we need to escalate that one, too.
Jurgen_Amazon
Hey Diana,
Thank you for the heads up. As mentioned in the previous answer, I have escalated this with the respective team, they should provide an answer to me by 1/18/24 the latest.
I will keep you posted.
Jurgen_Amazon.
Jurgen_Amazon
Hello Diana,
Just wanted to keep you up to speed. The team mentioned they are currently working on it and should have an answer by next Tuesday.
Thank you for understanding,
Jurgen_Amazon.
Jurgen_Amazon
Hello Diana @Seller_tv2wUuvVOJV9l,
I have performed two escalations and both were not successful. I have performed the third escalation today, since it is the last resource we have available.
Being said this, I will keep you posted as soon as I get an answer. I do expect to get an update next week by the team who is currently reviewing your case.
Regards, Jurgen_Amazon
Jurgen_Amazon
Hey Diana @Seller_tv2wUuvVOJV9l
This is the answer I got from the latest escalation:
This product has been identified as electrical equipment that may not be in compliance with Canadian electrical codes and product safety regulations. Products that do not meet Canadian safety standards cannot be listed on Amazon.ca. Please ensure that your product has been approved by an accredited certification or evaluation agency, complies with all applicable Canadian laws and regulations, and that your listing includes images of the product with the official mark or label of the agency that has certified or evaluated the product for electrical safety. For the most recent list of recognized certification and field evaluation marks, as well as Certification Body and Inspection Body information, please visit the Electrical Product Safety Section of www.esasafe.com.
For more information, please see our Electronics Seller Help https://sellercentral.amazon.ca/help/hub/reference/external/G200164510?locale=en-CA
Based on that, you would need to follow the process they mention to get the ASIN available.
Jurgen
Jurgen_Amazon
Hello Diana @Seller_tv2wUuvVOJV9l
The process they are mentioning is to ensure that your product has been approved by an accredited certification or evaluation agency, complies with all applicable Canadian laws and regulations, and that your listing includes images of the product with the official mark or label of the agency that has certified or evaluated the product for electrical safety.
As per what they said, the documents provided are not a valid certification, that is why they included this line in the answer: For the most recent list of recognized certification and field evaluation marks, as well as Certification Body and Inspection Body information, please visit the Electrical Product Safety Section of www.esasafe.com.
I am unable to access the case ID you mentioned, so I want to confirm with you. Could you please validate with me what recognized certification you have? That way I can go back to them indicating it.
Looking forward for your answer, Jurgen
Seller_tv2wUuvVOJV9l
Hello @Jurgen_amazon !
We have sent the UL valid certification for this ASIN, it's "Underwriters' Laboratories Inc" and you can see it on esasafe.com. on recognized certification marks (we've sent the print screen with this also). We use the cUL Mark/logo and the certification is currently authorized under File E------ you can find the number in the case ID 14360213291, or the last one ID 14769155931). We've uploaded the detail page with images showing that the product is appropriately labeled with a valid cUL Mark/logo "c UL US" as the one sent with the UL certificate for this model of this ASIN, and requested to forward it to the legat time for review. Still, we keep receiving copy-paste of the same message in 10"-15" from our reply.
Looking forward to your support on this!
Thank you!
Diana
Seller_tv2wUuvVOJV9l
Hello again!
I really appreciate any help you can provide. It's been months and we have stock on Canada and fees. On case ID 14360213291 we haven't had a resolution since the 24th of November 2023 when we created the case, only the same message copy-paste and without any answer since the 28th of January from our last reply! It's outrageous how this investigation works!
Waiting for your reply @jurgen_Amazon.
Thank you!
