🚨 URGENT: 3+ Months Stuck — False Dangerous Product Claim, Case Going Nowhere (Case ID: 11055085232)
Hey everyone...
I’m posting here as a last resort after more than three months of going in circles with Seller Support, trying to resolve a false dangerous goods claim that has effectively crippled one of our bestselling products. On 25 April 2025, a competitor flagged our light bulb listing as a safety risk. This is a product we’ve sold over 50,000 times without a single complaint, injury, or issue, and something we’ve been incredibly proud of. In response to the claim, we immediately followed Amazon’s guidance to the letter. We obtained updated certifications and third-party testing, recalled over 2,000 units at our own expense, and redesigned our packaging to meet all the additional labeling and compliance requirements Amazon requested.
We’ve done everything asked of us and more, yet we remain stuck. For over 90 days, we’ve been told the issue is due to a single unit that is supposedly “stuck” in a fulfillment center. No one can tell us where it is, what’s being done about it, or why it’s preventing reinstatement of the listing. Every time we contact Seller Support, we receive the same copy-and-paste response: “At this time, I do not have any update to provide on this issue, but I am still actively working on its resolution with our internal team.” That message has been repeated for months. The case has been escalated more than 10 times, but these escalations seem to have no weight. Even contacting Amazon’s managing director email has resulted in complete silence.
We’ve suffered significant financial losses, wasted countless hours, and are losing faith in the platform we’ve invested so heavily in. This is no longer just a policy issue. It feels like we’re stuck in an automated loop with no access to anyone who has the authority or willingness to help. We are a small business doing everything right, and we’re being penalised for trying to comply. If anyone in this community has experienced anything similar, or has advice on how to break through this wall, your help would mean everything. Case ID: 11055085232.
🚨 URGENT: 3+ Months Stuck — False Dangerous Product Claim, Case Going Nowhere (Case ID: 11055085232)
Hey everyone...
I’m posting here as a last resort after more than three months of going in circles with Seller Support, trying to resolve a false dangerous goods claim that has effectively crippled one of our bestselling products. On 25 April 2025, a competitor flagged our light bulb listing as a safety risk. This is a product we’ve sold over 50,000 times without a single complaint, injury, or issue, and something we’ve been incredibly proud of. In response to the claim, we immediately followed Amazon’s guidance to the letter. We obtained updated certifications and third-party testing, recalled over 2,000 units at our own expense, and redesigned our packaging to meet all the additional labeling and compliance requirements Amazon requested.
We’ve done everything asked of us and more, yet we remain stuck. For over 90 days, we’ve been told the issue is due to a single unit that is supposedly “stuck” in a fulfillment center. No one can tell us where it is, what’s being done about it, or why it’s preventing reinstatement of the listing. Every time we contact Seller Support, we receive the same copy-and-paste response: “At this time, I do not have any update to provide on this issue, but I am still actively working on its resolution with our internal team.” That message has been repeated for months. The case has been escalated more than 10 times, but these escalations seem to have no weight. Even contacting Amazon’s managing director email has resulted in complete silence.
We’ve suffered significant financial losses, wasted countless hours, and are losing faith in the platform we’ve invested so heavily in. This is no longer just a policy issue. It feels like we’re stuck in an automated loop with no access to anyone who has the authority or willingness to help. We are a small business doing everything right, and we’re being penalised for trying to comply. If anyone in this community has experienced anything similar, or has advice on how to break through this wall, your help would mean everything. Case ID: 11055085232.
10 replies
Seller_ZVAz3d5lZuGid
For a forum moderator to look at your case ID you would need to tag in some of the mods - they won't see it otherwise.
Seller_QIMWRIIsqJQai
@Julia_Amazon @Ezra_Amazon @Roberto_Amazon@Spencer_Amazon@Sakura_Amazon_please could you kindly look into the case for me?
Seller_QIMWRIIsqJQai
@JiAlex_Amazon@Winston_Amazoncould you look into this for me please urgently? Thank you :)
Seller_o4OEvOsMM1Clp
post.fighting losing battles with Amazon Support. One of my products was reported for patent infringement when the patent number was fake and not even in the correct format and Support wouldn't listen or read...I had to remove my listings because otherwise my account would have been blocked. I hope you get somewhere with your case...
Seller_wwgX8SEHvSDvB
Hi there — I'm really sorry to hear what you’re going through. This sounds incredibly frustrating, especially after taking such proactive steps to comply and go above and beyond what Amazon asked. Sadly, you're not alone — I’ve seen similar situations where one "stuck" unit in a fulfillment center or a vague internal flag holds up an entire listing with little recourse.
Here are a few ideas that might help break the deadlock:
1. Open a Dangerous Goods (Hazmat) Case Specifically
Sometimes the issue is handled not by Seller Performance or Seller Support, but by the Dangerous Goods/Hazmat team. Try this path:
Go to Help > Get Support > Selling on Amazon > Products and Inventory > FBA Product Compliance
Select Dangerous Goods classification and submit your documentation again directly through that team.
Clearly state that this is an incorrect classification and that you’ve followed every instruction.
2. Create a New Case With a Fresh Narrative
Reframe everything with bullet points and dates + actions taken. Keep it concise but authoritative. If possible, reference the original case ID but request a new ticket be assigned to a senior investigator (sometimes this helps bypass the “stuck” case issue).
3. Escalate via Executive Seller Relations
If you haven’t already done so, send a concise and factual summary (1 page max) with:
- Timeline
- Steps taken
- Attachments (certifications, recalls, photos of packaging)
- Emphasise the lack of response and ongoing financial harm
Email it to:
jeff@amazon.com (goes to Executive Seller Relations)
cis@amazon.co.uk (Customer Incident Support)
4. Post in the UK Seller Forums
If you're not already in the UK-specific forums, try reposting there — sometimes Amazon moderators pick up on these threads and flag internally. Title it with [HAZMAT Escalation] and include your case ID.
5. Get Help From an Amazon Account Health Specialist (Call)
Try scheduling a call from Account Health Support via the “Account Health” dashboard. If you can speak to someone live, ask them:
- What team owns the resolution?
- Can they see who is assigned?
- Can they request a manual override of the stuck unit?
Final Thoughts
You’ve done everything right, and I really feel for you. It’s infuriating when small businesses who follow all the rules get penalised, while others get away with clearly unsafe practices. Keep pushing, and don’t hesitate to resurface this every few days if needed — visibility helps.
If you'd like, feel free to DM me — happy to share a template I’ve used in a similar situation that finally got traction.
Wishing you all the best — I really hope this gets resolved soon. 💪
