Product Violation - Simple fix is apparently not possible? At least not when robots are helping you.
I have a newer product (cooling menthol pads), that I listed and started selling on Amazon FBA a few months ago. Before activating the listing, Amazon asked for product pictures from every side of the box and had me make a few corrections to the product description. I uploaded the pictures and made the couple minor revisions and then everything was good until about a month or two ago.
I received an email saying my product didn't meet Amazon's requirements. After many rounds of back and forth with the Help Ticket, I was told that my product makes a claim that is no longer allowed. Specifically, they said I needed to remove the word "Pain Relief" from the product title, description, and bullet points. Ok, I understand things change, so I immediately went into seller central and edited the description, title, and bullet points to make sure there was no mention of Pain Relief. Easy fix, right? Nope, after make the changes and saving, I get the customary message that it may take up to 24 hours to reflect the changes. Here's the problem, it never updates.
So far, here is what I've done.
Submitted multiple Cases (one at a time) to support explaining the issue. Support replies back with the same canned email each time. When I reply back, I politely ask them to address my concern and not to send me a pre-worded message. I explain that the instructions they are providing does not work and I need further assistance. Guess what I get back in reply to my email. A similar canned reply. After multiple cases and back and forth, I've determined that there are only 2 replies I receive. The first is the very first email I received that tells me to remove any details of Pain Relief. This is always the first response to my cases even though I clearly state I have done all that before it is not working. The 2nd email I receive after replying is that they need product pictures of every side of my packaging (which I reply and send them). The infinite loop of these 2 responses continues from there.
I've also tried talking with Amazon support. And while they are nice, they all tell me the same thing. They have no ability to help me with their very limited access and powers. After begging for some actual help they tell me they will escalate my issue to their specialists and that I will receive an email with more instructions soon. Guess what email I receive when they get back to me. Yep, the same default email I received originally. 3 escalations now and no help whatsoever.
I am convinced now that there isn't really any person looking or reading my issues. It is obviously just a robot/AI. While I understand that can be a good first line of answers, I shouldn't have to jump through these many hoops just to fix a MINOR text issue.
I am hoping Amazon still employs real people and that one of those real people may see this post and take pity on me. I don't know what else to do and could really use some help.
Regards,
Doug
Product Violation - Simple fix is apparently not possible? At least not when robots are helping you.
I have a newer product (cooling menthol pads), that I listed and started selling on Amazon FBA a few months ago. Before activating the listing, Amazon asked for product pictures from every side of the box and had me make a few corrections to the product description. I uploaded the pictures and made the couple minor revisions and then everything was good until about a month or two ago.
I received an email saying my product didn't meet Amazon's requirements. After many rounds of back and forth with the Help Ticket, I was told that my product makes a claim that is no longer allowed. Specifically, they said I needed to remove the word "Pain Relief" from the product title, description, and bullet points. Ok, I understand things change, so I immediately went into seller central and edited the description, title, and bullet points to make sure there was no mention of Pain Relief. Easy fix, right? Nope, after make the changes and saving, I get the customary message that it may take up to 24 hours to reflect the changes. Here's the problem, it never updates.
So far, here is what I've done.
Submitted multiple Cases (one at a time) to support explaining the issue. Support replies back with the same canned email each time. When I reply back, I politely ask them to address my concern and not to send me a pre-worded message. I explain that the instructions they are providing does not work and I need further assistance. Guess what I get back in reply to my email. A similar canned reply. After multiple cases and back and forth, I've determined that there are only 2 replies I receive. The first is the very first email I received that tells me to remove any details of Pain Relief. This is always the first response to my cases even though I clearly state I have done all that before it is not working. The 2nd email I receive after replying is that they need product pictures of every side of my packaging (which I reply and send them). The infinite loop of these 2 responses continues from there.
I've also tried talking with Amazon support. And while they are nice, they all tell me the same thing. They have no ability to help me with their very limited access and powers. After begging for some actual help they tell me they will escalate my issue to their specialists and that I will receive an email with more instructions soon. Guess what email I receive when they get back to me. Yep, the same default email I received originally. 3 escalations now and no help whatsoever.
I am convinced now that there isn't really any person looking or reading my issues. It is obviously just a robot/AI. While I understand that can be a good first line of answers, I shouldn't have to jump through these many hoops just to fix a MINOR text issue.
I am hoping Amazon still employs real people and that one of those real people may see this post and take pity on me. I don't know what else to do and could really use some help.
Regards,
Doug
11 replies
Seller_rI7BZIczK8iAC
You are not talking to Amazon here, this is the seller forum.
Many, many similar threads daily in the forum. The problem is always that a deactivated listing can no longer be edited.
The solution is: take a new UPC from GS1 and create a new listing. If you have products in a warehouse: create a removal order, put the new FNSKUs on it and send in again.
You will loose weeks with seller support and your listing will not be edited.
Seller_ev4lQQ173w8Zc
Thank you. Based on other posts I have read, it appears there are Amazon employees that reply. Maybe I am wrong.
It would have been nice if Amazon said this, it seems to make sense with what I am seeing.
So I have to pay for another GS1 UPC due to Amazon's issue? Thank you for the information, I hope there is another solution, but maybe there isn't.
I've already lost weeks trying to deal with seller support. I bet Jeff Bezos couldn't even resolve the issue if he had to deal with Amazon Seller support. Nice people, but zero ability to help.
Seller_MyXY4Myx9zVcR
This might be a situation where Fulfillment by Merchant (especially with a new product in an area with known issues, such as healthcare items) for at least a few months might have been a more prudent approach.
Atlas_Amazon
Hello @Seller_ev4lQQ173w8Zc
Thank you for the information provided regarding the issues you have been having with your violations on the account. I understand that you have been caught in a loop with the appealing process for these violations. Could you provide some additional detail regarding the case you have been appealing through? What is the latest response you have received regarding the case?
When you attempted to do the changes, was it through a file upload? Did it return any kind of error message? If so, was this information provided in the case to our team? Until you’ve been able to confirm the changes on the listing, we would recommend not taking any action on the violations.
If you have any other relevant details regarding this situation, continue to refer here for support. Additionally, I have forwarded your information for outreach to be made. Please ensure your contact information is up to date so they may reach you.
Best,
Atlas
Seller_pI3kotsNmuQ8q
Go to help and scroll down and look for this option:
"Title, description, bullets update
Fix incorrect or missing details on the detail page, like the title, bullets, or description"
I have had good luck with this tool before. Worth a shot.
Seller_ev4lQQ173w8Zc
Here is the latest response:
Hello
We received your appeal, but we are unable to reactivate your ASINs at this time.
Why did this happen?
The product detail page for the ASINs indicated in the next paragraph is not compliant with our policies.
What actions do I need to take?
To reactivate your ASINs, remove the prohibited content indicated below from your product detail page or provide additional evidence of compliance:
ASIN: B0C4416Q46
Title: rime DNA Menthol Cooling Joint Relief Patches for Knee, Ankle, Wrists, Neck, Elbow Shoulder Unique Shape Fits and Sticks to Joints Better. Long Lasting Extra Strength Knee Pain Relief
Recommended changes to be done: Kindly remove the claim "Pain Relief" from Detail page for possible reinstatement
No, I make all changes from the Seller Central Inventory tab (edit product). There is no error message, it just says that the listing will be updated within 24 hours (but it never updates). Yes, I have provided this information many times to your team. They never address it though.
I don't have much of a choice. I've tried to comply with the instructions to remove the product violation wording, but it doesn't work anyway.
Thank you for your help, please let me know what other information you may need and I will be happy to provide. I did get a call from someone on Saturday, but I missed the call. There was no call-back number and the person said they would send me an email follow-up, but they never did. I'd love to speak with someone who might be able to help, can we schedule a time for them to call again?
Seller_ev4lQQ173w8Zc
Hi @Troy_Amazonthank you for the reply. To answer your questions, yes, I am the original owner of the listing. There was no other guidance. Each time they update the Case they only repeat for me to remove the "pain relief" claim. When I reply back saying i've done that but it isn't working, they send me the same reply back (to remove the pain relief claim). This has been going on for over a month now.
