Another Minimum Risk Pesticide endless support loop
We manufacture and sell a minimum risk pesticide and since January we have been dealing with various issues. On January 25th, we got a notice that the listing was 'subject to geographic sales restriction' - specifically for California. I was able to get this issue resolved fairly quickly on 4/18 (case ID 15106356111) and then a couple weeks later the entire listing was removed entirely!
On 4/30 I opened Case ID 15202948031 and submitted comprehensive details showing how our product complies with all the EPA regulations for minimum risk pesticides and all ingredients used. I was instructed by support to 'activate' the listing by creating a new product listing. When that did not work, I was told to 'delete' the listing and then relist. That did not work either.
After that I went back and forth for a month with support until on 6/4 they told me the listing was in the process of being reinstated. But, two days later, nothing. Since then its been back to square one.
PLEASE HELP!!!
Case ID 15202948031
@LeviDylan_AmazonI saw you helped another seller recently with a similar situation - are you able to assist?
Another Minimum Risk Pesticide endless support loop
We manufacture and sell a minimum risk pesticide and since January we have been dealing with various issues. On January 25th, we got a notice that the listing was 'subject to geographic sales restriction' - specifically for California. I was able to get this issue resolved fairly quickly on 4/18 (case ID 15106356111) and then a couple weeks later the entire listing was removed entirely!
On 4/30 I opened Case ID 15202948031 and submitted comprehensive details showing how our product complies with all the EPA regulations for minimum risk pesticides and all ingredients used. I was instructed by support to 'activate' the listing by creating a new product listing. When that did not work, I was told to 'delete' the listing and then relist. That did not work either.
After that I went back and forth for a month with support until on 6/4 they told me the listing was in the process of being reinstated. But, two days later, nothing. Since then its been back to square one.
PLEASE HELP!!!
Case ID 15202948031
@LeviDylan_AmazonI saw you helped another seller recently with a similar situation - are you able to assist?
30 replies
Glenn_Amazon
Hi there @Seller_PzCxPKVl4JHdE,
Thank you for reaching out. I believe the ASIN was reinstated but the listing needs to be recreated via an upload as indicated in the steps in your case. If you have any difficulties with your upload I would recommend reaching back out to Seller Support. Let me know if you hit any trouble uploading your listing again. Thank you.
-Glenn
Seller_VspnjmcJwwyau
@Glenn_Amazon Hello we are going through the same problem for the last 45 days. Could you please take a look at the post that I tagged you in?
Seller_PzCxPKVl4JHdE
Thank you @Glenn_Amazon Please do let me know how to proceed. The most recent response from support was basically more of the same telling me to relist the product.
It seems like the ASIN is in some kind of limbo purgatory... Really appreciate your help on this!!
Glenn_Amazon
Hi there @Seller_VspnjmcJwwyau,
I see your post here and myself or another member of the Amazon Seller Forums Community Management team will reply to you in your thread as soon as we are available. Thank you for your understanding.
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Hi there @Seller_PzCxPKVl4JHdE,
So from what I can initially see, the ASIN is no longer subject to restriction, however the ASIN needs to be relisted to be able to go live again. Have you attempted to relist this product using an upload? That may resolve this issue with your product being stuck.
Please note I am still looking into other escalation paths, but they may request you take the same troubleshooting step. Thank you.
-Glenn
Seller_PzCxPKVl4JHdE
Thanks @Glenn_Amazonand yes I have tried multiple times to relist via upload. Initially I was using the template for 'insect_repellent' but was getting a processing error type (990100) saying "We have detected a potential error with package_contains identifier attribute. If you see other errors or warnings related to package_contains identifier, please correct and resubmit. Otherwise your request may still be processing and this error will resolve itself." along with a warning (18367) saying "Having the most applicable product type for a product enhances both the seller and customer experiences; therefore, we have amended the product_type of your submission from INSECT_REPELLENT to PESTICIDE. To remove the warning attached to your product, simply accept our suggested Product Type and resubmit the SKU. Alternatively, if the original Product Type you selected is correct, you may change the SKU attributes, such as title, product description, and bullet points, so that your product more clearly matches that original Product Type. If you feel both the Product Type you had selected and the original SKU attributes are correct, please contact seller support.. To remove the warning attached to your product, simply accept our suggested product type and resubmit the SKU. Alternatively, if the original product type you selected is correct, you can change the SKU attributes such as title, product description and bullet points, so that your product matches the original product type more closely. If you feel both the product type you had selected and the original SKU attributes are correct, please contact Seller Support/Selling Partner Support."
After that I tried to upload using the 'Pesticide' template' and the warning (18367) went away but the error "{990100} is still present and I've tried a bunch of different things to resolve it but so far nothing has worked.
Glenn_Amazon
Thanks for your details @Seller_PzCxPKVl4JHdE,
I'm currently looking into this further to try to determine what escalation options and support I can offer to resolve this error. Once I have additional insights I will reach out to you again with updates. Thank you for your understanding.
-Glenn
Glenn_Amazon
Hi there @Seller_PzCxPKVl4JHdE,
I know I JUST replied but I just heard back from our internal escalation team. At this time we need you to attempt to appeal the ASIN via your Account Health page before you will be able to relist the product. Please let me know the result here and I can see what I can do but I need you to submit to the Account Health team before we can proceed. Thank you for your understanding.
-Glenn
Seller_PzCxPKVl4JHdE
Thanks @Glenn_AmazonI submitted the appeal and it confirmed my submission was received and that I should here back in 2-3 days. I will be OOT the next week and I will not be responding here during that time.
Anything you can do in the interim to help get this listing back up is much appreciated.
Glenn_Amazon
Hi there @Seller_PzCxPKVl4JHdE,
If you have provided your documentation to the team via the the appeals process you should be able to resubmit your ASIN via an upload. If you still have issues let me know and I can see what options exist. Thank you for your understanding.
-Glenn
Seller_PzCxPKVl4JHdE
Hi @Glenn_AmazonI am just getting to this after being OOT. A couple questions for when I do the upload:
1. Should I attempt a 'Partial' update or full?
2. Should I use the same seller SKU?
3. Can you advise on which category template I should use? In the past I tried using the 'Insect repellent' and 'Pesticide' category templates.
Any guidance on these questions would be very much appreciated.
Glenn_Amazon
Greetings @Seller_PzCxPKVl4JHdE,
To answer your questions:
I generally recommend a Full Update to ensure all aspects of your ASIN are updated.
You can use the Same Seller SKU, but this generally only matters if you are using FBA. If you have FBA inventory you should use the Same SKU.
In general I can't indicate specifically which template you should use, but I would select the one that best describes your product. Often I would recommend looking for similar products on Amazon and matching the category they are using.
Thank you for your understanding.
-Glenn
Seller_PzCxPKVl4JHdE
Hi @Glenn_Amazon,
I finally had a chance to revisit this and I am still getting the Type of Error 990100: We have detected a potential error with package_contains identifier attribute. If you see other errors or warnings related to package_contains identifier, please correct and resubmit. Otherwise your request may still be processing and this error will resolve itself.
The package_contains attribute is in the 'Variation' section and this product does not have any variations. It is however included in some 'Virtual Bundles'. Is it possible the Virtual Bundles are casing some issue? Any ideas of how to address the 990100 error?
Please help!!!
