Long story short Amazon is telling us we are selling a product which belongs to a brand which is prohibited, we have all documentation including live pictures, live video, manufacturer invoices, LAB TESTING and etc proving that it is not but we can't get the item reinstated. We have been going in circles for weeks and can't get a straight answer as to what the problem is and what we need to provide. We have a case ID which is 17940849891 but our last communication with account health support they directed us to contact the email pars-rp-core-sellerappeals-transfer@amazon.com as we had multiple attachments which we did, this was my last appeal which was denied:
Hello and thank you for your time and help, we were provided this email address by a very helpful Account Health Support associate by the name of Shawana C. We have tried for weeks to clear up a misunderstanding in that Amazon has assumed we are selling a product which belongs to a set of prohibited brand names, prohibited for containing undeclared drug ingredients.
The product we sell has no relation whatsoever to these brand names, we have this product custom manufactured specifically so that it has no relation to these brand names and complies with Amazon policy. We have submitted multiple documents in order to prove this but after speaking with Shawana she was kind enough to deeply investigate and it appears that Amazon believes that our documentation is not genuine. Shawana instructed us to provide the following documentation in order to resolve the issue:
--Resubmit live photos
Please see the live photos attached of all sides of the product including the back of the product which states that it was manufactured for our company. Please also see the design spec layout from our manufacturer, the product as packaged for shipment as well as a LIVE VIDEO of the product showing all sides and proving that it is not of the prohibited brand names which can be found at the following link (it was too large to attach):
(LINK TO VIDEO)
--Testing documentation (notarized)
We have attached the accredited lab testing for the product showing the absence of the undeclared drug ingredients as required by Amazon showing Sildenafil and Tadalafil as "ND" NOT DETECTED. In addition, I have attached a notarized version of the lab testing with a signed note from the lab administrator stating that the testing is true and accurate as well the screenshot of the email which contained the notarized results from the lab. I have also attached a screenshot of the testing with a date and time stamp, a screenshot of the testing results in our lab portal, the invoice for the lab testing, our payment for the lab testing and screenshot of the lab website with contact information. The lab is willing to provide any documentation Amazon requires in order to prove and authenticate the lab testing for this product.
--Ingredients list
Please see the attached live photo of the product showing the full ingredients list.
--An explanation as to why the item was listed under generic
We listed this product as “generic” instead of under our brand registered name because our brand had yet to be registered on Amazon when the listing was created. Also under my understanding of Amazon policy just because our company has it manufactured does not necessarily mean that it is our brand. It would have benefitted us greatly if we had just done what other sellers do and list it under our name even if it is not, we would have had greater control over the product and from my understanding much of this would not have been an issue. In fact we tried more than once to have the brand name corrected while it was still active but were denied, we were told it was not an option to change the brand name on an existing product. If we were wrong in this and it should have been listed under our brand registered name then please by all means correct the brand on the listing. It would benefit us greatly if that were the case.
--Information concerning brand ownership (Invoices from manufacturer)
Please see attached our manufacturers invoice for the product as well as the credit card transaction for payment to the manufacturer.
We can provide any documentation or proof that Amazon requires to show that the product we are offering for sale is not of a prohibited brand name and it does not contain undeclared drug ingredients. The ironic part in all of this is that we have had multiple customer complaints that our product “doesn’t work” because in fact our product IS NOT one of the prohibited brand names and it DOES NOT contain undeclared drug ingredients. This is the reply we provide to our customers which you can see in our Amazon messages to buyers:
“Hi thanks for writing, there are multiple variations of this product on the market. The one we offer is a natural food health product it does not contain any illicit undeclared drug ingredients as many of the others do, that is specifically why we sell it on Amazon and not the other variations. Everyone reacts differently to it just like any other health product.”
Our product is simply a natural health food product, it is incredibly ironic and frustrating to have the product removed by Amazon when our chief complaint from customers is that it is not an illicit product as they have purchased from other sources on Amazon. We believe that we have done everything correctly here and we will do whatever it takes to prove to Amazon that we are selling a legitimate unrestricted product.
Again thank you sincerely for your time help, any further information we can provide or anything we can clarify is no issue at all and we would be happy to do so.
I was shocked when this was denied and denied quickly with just the same boilerplate response that we received in the first place. We desperately need help with this, we can provide any and all documentation Amazon requires to prove our product has no affiliation with any other prohibited brands. I have spoken with account health support more times I can remember and have submitted everything they have asked for in multiple ways and formats.
I am a complete loss here as to what to do next, there are multiple other sellers who sell similar products and have been selling them for years with hundreds if not thousands of reviews. Whatever they did to prove to Amazon that their product complies with policy we can do the same, we just need someone to tell us what the problem is and what Amazon needs to see from us.
Can anyone help?