Whitening Soap and Lotion Issues
We are having issues with our listings. Amazon keeps flagging them despite being approved to sell. We submitted all the documents Amazon Compliance required this includes Mercury Test. However, despite getting approved and eligible to sell these items, Amazon Seller Support is insisting that our product has been identified as a skin whitening cream or skincare product that potentially contains mercury. We provided the same documents and lab test reports we submitted but then they are still insisting it contains mercury. We're not sure what we are missing. This has been affecting our sales for the past months already.
Whitening Soap and Lotion Issues
We are having issues with our listings. Amazon keeps flagging them despite being approved to sell. We submitted all the documents Amazon Compliance required this includes Mercury Test. However, despite getting approved and eligible to sell these items, Amazon Seller Support is insisting that our product has been identified as a skin whitening cream or skincare product that potentially contains mercury. We provided the same documents and lab test reports we submitted but then they are still insisting it contains mercury. We're not sure what we are missing. This has been affecting our sales for the past months already.
0 replies
Atlas_Amazon
Hello @Seller_gHGLQwIDpsyvy
Thank you for the information provided regarding the issues you have been experiencing with your listings and the restricted products policy. Per that policy, all products must comply with all laws and regulations, in addition to the policies on the platform. We will need a little clarification to be able to provide the best guidance.
How long ago did you receive the approval for the products? In your attempts to appeal the restricted products violation, did you reference the previous approval from the compliance team? If so, what kind of response did you receive? If you have any cases you want to share, provide them below.
If you haven’t, it is recommended to compile all of the information you have regarding the product and its testing. Be sure to reference the previous approvals and provide clear documents that show your information. It is also important to review the listing and ensure that there are no aspects that may indicate the product does contain mercury or is otherwise not safe for the platform.
If you have any other questions or details to share, continue to refer here for support. Additionally, I have transferred your information for outreach. Please ensure it is up to date so they may reach you.
Best,
Atlas
Cooper_Amazon
Good Afternoon @Seller_gHGLQwIDpsyvy, I have submitted all the information you have provided below for the internal team to re-review. They should get back to us within the next few business days with a response. Until then, have a fabulous rest of your Friday. Cheers, Cooper_Amazon
Cooper_Amazon
Good Morning @Seller_gHGLQwIDpsyvy, the team followed up with you early this morning (February 24, 2024) via CASE ID ending in 6061 and let you know:
"For further review, please provide images of all sides of product packaging and Certificate of Analysis reports."
For the 7 ASIN's you are appealing, please submit the documentation requested under the Restricted Product Policy Violations section in your Account Health Dashboard for each ASIN.
Feel free to reach out if you have any additional questions. Enjoy the rest of your weekend. Sincerely, Cooper_Amazon
Cooper_Amazon
Good Morning @Seller_gHGLQwIDpsyvy,
The team has reviewed your documentation and followed up with me. I have provided you with CASE ID 14897187771 and given you all my updates there. If you could follow up with me on CASE ID 14897187771 and provide all the documents I have requested there, that would be great. Thank you so much! Looking forward to hearing from you soon.
Sincerely, Cooper_Amazon
