Inaccurate Categorisation
We have several account level policy violations on our account for 'Inaccurate Categorisation'. The products are not inaccurately categorised.
Here are some example ASINs: B0BX8LZYWP, B0B1CHDPSN
There is no indication why these ASINs are miscategorised whilst the 112,000 other T-shirts we have are correct. They're all in the same category.
We're getting absolutely nowhere with the appeals process, they just respond that they don't have enough information to remove the miscategorisation policy violation. We've provided numerous screenshots showing the products are in the right place but we just get the same template response back.
We can't provide a root cause because they're not miscategorised, nor can we explain how we won't miscategorise them again - because they're not miscategorised.
The appeals just give the same response no matter what we say, the Managing Director's email address just responds that this isn't the place to deal with the issue, seller support say contact account health and account health never connects a call (a known issue mentioned constantly on these forums).
So, what do we do?
We have five policy violations covering about 20 ASINs (out of 2.5 million listings, so 0.0008%) and it's trashing our account health. All the rest of our metrics are exemplary. We can't get anyone, anywhere to deal with this and if we get one or two more of these (which we can't prevent) we're going to get our account switched off, in the peak season, for something we haven't done.
Where do we go from here? Can any of the mods look at this or advise how to escalate it, please?
@Julia_Amazon @Winston_Amazon @Maja_Amazon
Inaccurate Categorisation
We have several account level policy violations on our account for 'Inaccurate Categorisation'. The products are not inaccurately categorised.
Here are some example ASINs: B0BX8LZYWP, B0B1CHDPSN
There is no indication why these ASINs are miscategorised whilst the 112,000 other T-shirts we have are correct. They're all in the same category.
We're getting absolutely nowhere with the appeals process, they just respond that they don't have enough information to remove the miscategorisation policy violation. We've provided numerous screenshots showing the products are in the right place but we just get the same template response back.
We can't provide a root cause because they're not miscategorised, nor can we explain how we won't miscategorise them again - because they're not miscategorised.
The appeals just give the same response no matter what we say, the Managing Director's email address just responds that this isn't the place to deal with the issue, seller support say contact account health and account health never connects a call (a known issue mentioned constantly on these forums).
So, what do we do?
We have five policy violations covering about 20 ASINs (out of 2.5 million listings, so 0.0008%) and it's trashing our account health. All the rest of our metrics are exemplary. We can't get anyone, anywhere to deal with this and if we get one or two more of these (which we can't prevent) we're going to get our account switched off, in the peak season, for something we haven't done.
Where do we go from here? Can any of the mods look at this or advise how to escalate it, please?
@Julia_Amazon @Winston_Amazon @Maja_Amazon
9 replies
Seller_9EVIA75XXLsLl
Well, our account is at now at risk of deactivation due to these policy violations.
We've realised (through reading posts by other forum members) that it's because some listings have the wrong product_type - a field that's not visible on the product details page or in your inventory but only in your listing quality dashboard.
A number of our listings have completely the wrong product_type - totally different to what we set when we uploaded the products. See attached screenshots.
We've got towels classed as false nails, baby grows classed as hair extensions, chopping boards classed as belts. We didn't do any of this. We know our chopping boards are not belts.
So, Amazon's bots have recategorised our products to something they're not - and now we're getting policy violations because they're miscategorised.
We managed to speak to someone on the Account Health health team who can see the issue but naturally can't do anything about it. Every single response to the appeals is simply "We do not have enough information to remove the violation".
We're stumped. This problem was caused entirely by Amazon, they're the only ones who can stop it happening but we're not even getting responses showing they acknowledge the issue.
One more policy violation and our account will be shut. All for something that we didn't do, can't fix and can't stop happening.
It's beyond rational sense that Amazon's bots can edit our listings without our permission and then issue us with policy violations for the results of their edits.
How on Earth do we get this resolved?
@Seller_u1AdBEcsHujAa @Seller_RyBiR05Djvp7V @Julia_Amzn
Seller_9EVIA75XXLsLl
We've now had another policy violation for the same issue (miscategorised product_type) taking it to 6 - which means that in less than 24 hours we'll be told our account is going to be deactivated unless we fix the issue within 72 hours.
As it's impossible for us to fix (we didn't cause this, we can't fix this), our account will be switched off just before peak trading season for something we didn't do.
The account health team can see we're not responsible but can't do anything about it. The escalation team can see we're not responsible but can't do anything about it. The appeals keep on coming back rejected.
This is literally our account in the bin because one Amazon bot has run amok and trashed our listings, another one doesn't like what the first one has done and gives *us* policy violations for it and no tier of support (account health, escalation, appeal) can/will do anything about it.
It just beggars belief.
I was going to tag even more forum mods hoping one of them could get this in front of the right people but in these new forums, I can't find any.
