Under threat of account deactivation for selling pure caffeine powder, problem is I have never tried to sell pure caffeine powder
This is a multiple month issue I have been going back and forth with support and account health team where these phone service reps don't appear to understand what pure caffeine is. I have never tried to list pure caffeine. I attempted to list a product that was a caffeine powder blend as competition against another product that is listed on amazon, and still is actively listed on amazon now. This competition product sells hundreds of units per month, and what I tried to list is the exact same thing. Mine was flagged as pure caffeine powder, even though it is not. I spoke with many many reps regarding this until I was blue in the face, i submitted my evidence that it was not pure caffeine powder and it was not accepted on appeal, same response over and over, they have identified this as pure caffeine powder, EVEN THOUGH IT ISN'T! I said to myself okay, I guess this product is a loss, so I will close it and delete it as they have suggested.
2-3 weeks later I had another rep say you should try relisting that and sending the information about it again on appeal or create a new listing for that same product, which I said no thanks, I don't want to have an issue that threatens my account that is seeing growth for this product that has already been deemed a problem and there was no way to explain to these reps that it was not pure caffeine powder that they could understand. The original violation is stilling showing in my account. Now I have a new listing that has been listed that is a caffeine + l-theanine spray solution and it was flagged as... pure caffeine powder. Well for one it's liquid so how could this be pure caffeine powder, second it is not even a high concentration of caffeine. There are 1.5mg per spray in the solution(150mg per bottle) and the spray is a month supply, a typical energy drink has 150-200mg per serving so it shouldn't be concentration related as it's less than 1/100 of what the typical energy drink has per serving. I am being told that I am a repeat offender, yet I have never even tried to sell pure caffeine a single time. Who do I need to reach out to to address this, how can I get this resolved?
Under threat of account deactivation for selling pure caffeine powder, problem is I have never tried to sell pure caffeine powder
This is a multiple month issue I have been going back and forth with support and account health team where these phone service reps don't appear to understand what pure caffeine is. I have never tried to list pure caffeine. I attempted to list a product that was a caffeine powder blend as competition against another product that is listed on amazon, and still is actively listed on amazon now. This competition product sells hundreds of units per month, and what I tried to list is the exact same thing. Mine was flagged as pure caffeine powder, even though it is not. I spoke with many many reps regarding this until I was blue in the face, i submitted my evidence that it was not pure caffeine powder and it was not accepted on appeal, same response over and over, they have identified this as pure caffeine powder, EVEN THOUGH IT ISN'T! I said to myself okay, I guess this product is a loss, so I will close it and delete it as they have suggested.
2-3 weeks later I had another rep say you should try relisting that and sending the information about it again on appeal or create a new listing for that same product, which I said no thanks, I don't want to have an issue that threatens my account that is seeing growth for this product that has already been deemed a problem and there was no way to explain to these reps that it was not pure caffeine powder that they could understand. The original violation is stilling showing in my account. Now I have a new listing that has been listed that is a caffeine + l-theanine spray solution and it was flagged as... pure caffeine powder. Well for one it's liquid so how could this be pure caffeine powder, second it is not even a high concentration of caffeine. There are 1.5mg per spray in the solution(150mg per bottle) and the spray is a month supply, a typical energy drink has 150-200mg per serving so it shouldn't be concentration related as it's less than 1/100 of what the typical energy drink has per serving. I am being told that I am a repeat offender, yet I have never even tried to sell pure caffeine a single time. Who do I need to reach out to to address this, how can I get this resolved?
6 replies
Seller_6FIhOzhAHuAl0
I urgently need support on this topic. @moderators please help!
Nikki_Amazon
Greetings STW_Distribution,
Thanks for providing the case ID with seller support, that help me dig in to your issue further. Thank you NEVERLAST!
I understand your frustration with the issues you've faced in trying to list your caffeine-containing products on Amazon.
Based on the information you've provided, it seems the core issue is not that your products are being misidentified as pure caffeine powder, but rather that they do not meet the FDA's labeling requirements for dietary supplements.
The FDA has strict regulations around the labeling and marketing of dietary supplements containing caffeine. These require clear disclosure of the caffeine content, warnings about potential side effects, etc.
Amazon's policies are aligned with these FDA regulations. So even though your products may not be pure caffeine powder, they are still being flagged for not meeting the proper labeling and disclosure requirements.
The fact that other similar products are still listed on Amazon may mean those sellers have provided the necessary documentation to demonstrate compliance with FDA labeling rules. Amazon's enforcement may still be inconsistent, but that does not change the underlying regulatory requirements that all sellers need to meet.
I suggest writing a very detailed appeal, including any files or evidence that can clearly demonstrate your products meet the FDA's labeling requirements. This level of documentation may help Amazon better understand your situation.
For more information on labeling please visit THIS page.
The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
I wish you all the best,
-Nikki
