Stuck in a Loop with Seller Support
Hi there - I have an account health violation for a "restricted product" that i can't seem to clear. To make matters worse, the product isnt mine. I've tried a few times to get it cleared, but keep getting stuck in a loop.
Hi there - I've been asked to upload product verification for a product - unfortunately whenever i try to edit the listing to add the information. i am told "i do not have permission to list this product." However, without permission i can't appeal the violation, and every note, email, phone call and escalation i've given so far for the product (asin B07DNPZ5ZZ) has led to the same automated appeal rejection within minutes.
I've attached the photos to every possible place i've sent it to - emails, messages, which phone support agents can see. however, each automated response (including escalations to three different teams) tells me i need to upload the images directly to the listing, which i don't have access to. I've spoken to three different phone agents, and they're also baffled by this.
The issue is this comes with account health impact, which i don't want to suffer since i'm stuck in this loop. Help?
Stuck in a Loop with Seller Support
Hi there - I have an account health violation for a "restricted product" that i can't seem to clear. To make matters worse, the product isnt mine. I've tried a few times to get it cleared, but keep getting stuck in a loop.
Hi there - I've been asked to upload product verification for a product - unfortunately whenever i try to edit the listing to add the information. i am told "i do not have permission to list this product." However, without permission i can't appeal the violation, and every note, email, phone call and escalation i've given so far for the product (asin B07DNPZ5ZZ) has led to the same automated appeal rejection within minutes.
I've attached the photos to every possible place i've sent it to - emails, messages, which phone support agents can see. however, each automated response (including escalations to three different teams) tells me i need to upload the images directly to the listing, which i don't have access to. I've spoken to three different phone agents, and they're also baffled by this.
The issue is this comes with account health impact, which i don't want to suffer since i'm stuck in this loop. Help?
0 replies
April_Amazon
Hello @Orchard_Smartpho_828,
Thanks for using the Forums to get in touch with us.
I appreciate you providing the ASIN as this allows a more thorough review with the assistance of a partner team. I understand this type of restricted product violation is a bit confusing and frustrating due to Canada's specific requirements.
The reason for the restriction centers around the Health Canada Innovation Science and Economic Development (ISED) requirements. Image updates are part of what will be required. The product must also be appropriately labeled with a valid IC Certification Number and Hardware Version Identification Number (also known as the HVIN, or model number). To be able to correct this ASIN, or any ASIN similar (unlocked smart phones} requires IC certification to be compliant in Canada.
If you have ALL the images and certifications, you would need to re-add the ASIN via an inventory feed file. Although you may be able to provide the images, the certification document will also be required.
This help page will explain Health Canada's requirements for this type of product: Radio Apparatus, Interference-Causing Equipment and Terminal Equipment - If you open this help page from your Canada store, it will give you the CA requirements. If you open this in the US store, you will see the United States requirements.
If you do not have the required certification proof, just images alone may not resolve the restriction. If this is the case, you may need to wait the 180 days for the violation to "fall off".
Something more to consider, if you have similar items (unlocked smart phones) listed in Canada, they may also become restricted. When multiple ASINs are restricted for a similar cause, it could eventually result in a repeat violation scenario.
Please review: Account Health Rating program policy - This says in part:
Repeat policy violations
- Multiple violations of the same policy impact your Account Health in two ways. First, the point values associated with violations included in your Account Health Rating increase each time that policy is violated. That means that repeat violations will cause your Account Health Rating to degrade faster, with higher severity repeat violations having the most impact.
- Second, your account may be at immediate risk of deactivation if you reach the maximum number of repeat violations for a for single policy policies in a 180-day period. The maximum number of repeat violations for a given policy may vary depending on the severity of the violation, but can be as low as two violations for higher severity violations.
- In the future, we will add features to the Account Health page to help you better track repeat violations, and we will continuously evaluate the program and consider updates to improve the program.
I understand this is a great deal of information to go over. I do hope it will help you identify the requirements to resolve the restricted issues you are facing. Please reach out anytime. The Forums and I are here to support you.
April
Seller_GqNn7YVGap0uY
Give up :
I received this for a Product I haven't been able to sell for over 12 months and then after this.
Amazon
Hello from Amazon Selling Partner Support, I acknowledge you contacted us regarding the reinstatement of the specified ASINs. Please be advised that all your ASINs are currently active on the product detail page, and there are no restrictions indicated.
If you continue to experience any errors, please do not hesitate to reach out to us again.
Guess what the loop started all over again. So I gave up and closed my listing yesterday. Totally incompetent Seller support they really don't want to help you as a Seller has been my experience so far.
Seller_31UidKhsJUMGJ
Amazon has grown so big that it is firmly in the “we’re too big to give a $#%& about you” zone.
Support staff are almost exclusively from developing countries and if the answer isn’t something they can’t literally click to respond from a set of pre-written, template responses, they have no idea what to do.
So the answer isn’t “find someone who knows” or “get someone else involved” or “apologize for not knowing how to deal with the problem”… no, the answer is to stick you in a loop until, presumably, you give up and either bend over for a no-lube Brokeback Mountain scr#wing, or quit the platform. And they don’t care if you quit because, as previously mentioned, they don’t give a #$%&. Not one. Not even half of one.
When the system is flawed, there is no one to speak to and nothing to be done. You could literally email every single executive and receive zero help.
It’s so big and arrogant that it no longer needs to try.
I am trying to get a brand registered. I have been trying now for 2 #$%&ing months. Why rejected? My labels are made of heat transfer vinyl. That means they are literally melted into the fabric and are very, very permanent. Amazon thinks they are stickers. I have submitted the application 20 times, with different photos from different angles, gif video of me stabbing the label with pliers and knives to show they aren’t stickers, photos with detailed explanation of the process, on and on and #$%&ing on.
Contacting “support” is a godd**n joke because “applications can’t be reviewed” and “nobody can change the decision” so I should “take more photos and apply again.
It’s a good thing this is all online because if I was at a counter I would have reached over to ch0ke someone and do other awful things. It’s not just a system flaw, it’s a lazy arrogance of “GoFY”. You, the partner, are no longer relevant or valuable, and your problems aren’t the concern of Amazon unless you are moving millions of products monthly… and even then I image they couldn’t give less of a #$%& if you were living or dead.
So good luck on that. You should probably sell on a different platform; at least then you’d be actually able to sell the product. What good is having a massive audience when your microphone is taken away?
