Reinstatement of a listing and automatically rejected compliance appeals
Amazon Canadian Marketplace.
Compliance appeal for this listing automatically rejected.
After opening a ticket, seller support state that rejection is based on document discrepancy or inauthentic documents.
Authentic documents with lab testing and images of product has been uploaded many time but automatically rejected.
Additional tickets to seller support results in same citation of discrepancy or inauthentic documents.
Listing has still not been reinstated.
PLEASE SEE CASE IDs: 15859109661, 16020591911, 16602255861
Reinstatement of a listing and automatically rejected compliance appeals
Amazon Canadian Marketplace.
Compliance appeal for this listing automatically rejected.
After opening a ticket, seller support state that rejection is based on document discrepancy or inauthentic documents.
Authentic documents with lab testing and images of product has been uploaded many time but automatically rejected.
Additional tickets to seller support results in same citation of discrepancy or inauthentic documents.
Listing has still not been reinstated.
PLEASE SEE CASE IDs: 15859109661, 16020591911, 16602255861
24 replies
Seller_1JtWN7OO6rhPF
Can we get some help from the folks at Amazon? @Ricardo_Amazon
Seller_KlxMLhs5UXSQ9
we are facing the same issue with some of our batteries.
Never had a problem with our compliance documents
Just started to happen in December.
we have been using the same lab for years and lately some test reports were refused when some other were accepted.
we resend the same documents a few times until another amazon associate with more experience approve the documents and listings.
Seller_1JtWN7OO6rhPF
We've been trying to get this issue fixed for almost a year now.
There were 3 ASINs originally, all similar to one another (felt pen art markers, two small packs and one 30-pack size).
2/3 of the ASINs were reinstatement right away.
We followe the same process (i.e. submitting safety compliance information which we received from an AMAZON APPROVED testing facility (we obtained the service providers contact information FROM Amazon themselves) yet our appleal when submitting the approval documents from the service provide is rejected everytime. We always get non-helpful template responses from Seller Support.
Please help @Jurgen_Amazon @Ricardo_Amazon if possible. You've helped us in previously difficult and long-winded circumstances.
Thank you
Seller_1JtWN7OO6rhPF
Just following up hoping it's still possible to get some help.
We've been trying to fix this for about a year now.
@Jurgen_Amazon @Ricardo_Amazon
Cheers
Seller_1JtWN7OO6rhPF
Also out of the blue we received the following email from Amazon today.
This would seem to suggest the listing was reinstated then immediately removed again. Confusing... not helpful.
------------------------------------
Hello,
We are writing to let you know that the product(s) listed at the bottom of this message have been removed from sale on Amazon CA store.
Why is this happening?
As part of our ongoing efforts to provide the best possible customer experience, Amazon has implemented safety standards on selected high-risk products. We do not have sufficient information for the affected products to assess whether they meet these safety standards. You can find information on what you need to provide to allow us to assess whether your product meets the safety requirements here:
We leveraged a combination of automated means and expert human review to identify this issue and make this decision.
How do I reinstate my products?
Please review the following help topic for information on safety document requirements and how to submit them:
Your products will not be reinstated until you’ve fulfilled the compliance requirements as outlined. If you do not send the requested information, your products will remain unsellable.
What if my products have been removed in error?
If you believe that your products have been removed in error, please include evidence or documentation demonstrating that your account has not violated our product safety policies and contact us following the instructions in the help page:
We will investigate your concern.
If you are unsure, please review: before appealing the restriction with Seller Support/Selling Partner Support.
If you are a Fulfilment by Amazon (FBA) selling partner, please create a removal order in Seller Central to arrange for the removal or disposal of any affected product(s) in our fulfilment centres. The remaining stock will automatically be disposed after 30 days of being unsellable.
What happens if I fail to follow the above instructions?
We remind you that you are responsible for the products that you list on Amazon and for complying with our policies and all applicable law. You will not be penalized for the first-time removal of these listings. However, we prohibit relisting of the affected product(s) on Amazon.
Please note that further listing of these affected product(s) on Amazon may result in the removal of your selling privileges.
We are here to help:
As your products were removed from sale for safety and/or compliance matters, consult the below Product Safety and Compliance seller help pages for further information:
Amazon will not give legal or compliance support beyond the help pages already published. If you need further support, we suggest that you seek external legal advice.
Thank you for your prompt attention to this matter.
Regards,
Amazon Canada.
Please note: this email was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.
Affected product(s): [redacted]
Seller_1JtWN7OO6rhPF
Hello
Please see Case ID 17058050101 for screenshots describing the below: The screenshot shows the service provider ON Amazon's webpage. Here are their and their contact details:
Shenzhen C-Star Test Co., Ltd
深圳市龙华区福民社区福花路9号 科兴科学园B栋13021302,
Fucheng Science and Technology Innovation Building,
No. 9-1 Fuhua Road, Fumin Community,
Fucheng Street, Longhua District, Shenzhen City,
Guangdong Province，518000 China
Amazon is telling us the following whenever we submit the requested documents:
""Please be informed that we did not approve warning label image (IMG_3342.jpg 2d) for ASIN B07Q6XS2ZK because we were unable to verify their authenticity. In addition, submission of modified, doctored, or fabricated compliance documents or images may impact your ability to list products.""
That is ridiculous. We used AMAZON's approved service provider. We PAID them and received the requested document a YEAR ago. Yet we are STILL trying to get this resolved.
Not only that, but we used the SAME service provider for the other 2 ASINs mentioned in this forum post (same kind of product, different quantity of pens) and it got the product pages reinstated IMMEDIATELY. Why is it that for a year we are getting pushback from Amazon on this?
They tests for all three ASINs were done AT THE SAME TIME BY THE SAME SERVICE PROVIDER AND SUBMITTED AS PART OF THE SAME INFORMATION PACKAGE.
Please we are running at our witts end at this point. Seller Support is utterly useless. Can someone from the forums @Jurgen_Amazon @Ricardo_Amazon PLEASE HELP
