AI Content Generator Inserted Prohibited Term. Bot Replies Replicated By Support. Threats of Account Deactivation
Hi all, for a month we have been getting copy-pastes of a bot notification from Seller Support UK (wonder if automated bots too as per the generic incorrect replies). This has put threats of account deactivation on our account. Over 30 emails, 6 emails to escalations without even a reply. Incorrect claims that we are selling a pharmaceutical. Due to Amazon's AI content generator inserting, a pharmaceutical, a different product in a bullet point unbeknown to us and has since been corrected.
The product Mucuna Puriens is not a pharmaceutical. We have supplied lists and links from the UK government's MHRA. Also, the product is widely sold on Amazon UK and 100s of other UK retailers for which we have supplied proof as screenshots.
What can we do here ? Seems breaches of CSR, etc. Getting to the point where we are investigating asking for assistance from our local government MP.
6 replies
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Here Simon from Amazon.
Would you mind sharing a relevant Case ID?
I would like to take a look into it.
Best,
Simon
Seller_XC0mITjzHjat7
Hi Simon, I certainly can. Please see ID 10101300652
Almost 60 email exchanges, all irrelevant copy-paste Amazon's side. We need the product reinstated/account health resolved but also how can a team operate in this way, with multiple reps daily over a month?
I have replied again today with documents, showing this product for sale dozens of times on Amazon UK, 100's of shops in Google UK, Amazon even has a product category for it. Also attached is the M list from the UK Government MHRA where it is not listed as a pharmaceutical.
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Thanks for providing the case ID.
The team is currently working on it, and I'll follow up soon. In the meantime, please feel free to share any updates from your end.
Best,
Simon
Seller_XC0mITjzHjat7
To add:
Practically every pharmaceutical is based on a natural plant. Once a company makes a pharmaceutical based on that plant, that obviously does not turn the plant into a pharmaceutical too. As per basic example, rice contains arsenic naturally inside, but is not regulated as a poison.
Further, this is a clear error with the Amazon AI. We should not be having to deal with this due to Amazon issues. It has been over 50 hours of my time unpaid communicating with reps copy-pasting whatever we do, say or clear evidence we present from the UK regulatory bodies. Reps are supposed to be filtering out these issues not copy-pasting a robot reply. The majority of UK sellers, would like to know why issues like these remain endemic in the marketplace.
Our initial calls with Account Health were quite frankly disgusting and confusing, breaches of CSR. The man we spoke to sounded half asleep and actively looking to cause distress. Our next call appeared to be the same rep, he introduced himself in the same name but then went on seemingly practising different accents pretending he was a different rep. We wonder if he has put some notes on the case preventing what should have been a simple resolution.
Seller_XC0mITjzHjat7
Hi Simon, we really need some help on this. To have threats on our account because of your support teams refusing to do more than copy-paste a robot reply is simply disgusting.
Please see the follow-up below which we have had repeatedly for over a month. This is despite absolutely no justification for the claim from seller support apart from copying and pasting the bot reply caused by the error with the AI Content generator provided by Amazon, not us.
As already mentioned we have supplied the list from the UK government MHRA where Mucuna Puriens is not listed as a pharmaceutical, further Amazon has a specific category for Mucuna Puriens which would not be the case if it was a pharmaceutical. Then there are dozens of sellers selling the same very product on Amazon UK, and 100's on Google etc.
Please can you help? How do we get these threats of deactivation of our account health?
---
Hello,
We have reviewed all the information provided and legal has determined that the ASIN will not be reinstated.
ASIN: B0DD3NDCJS
The sale of Unlicensed or Prescription Only (POM) medicines is prohibited on Amazon.co.uk. Further Information can be found on our help pages: https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=521&language=en-GB&ref=efph_521_cont_home&referral=A2E80SZNS8NQLT_A2VNFO87LWP1P0
Amazon Services
Thank you for selling with Amazon.
Chinchu S.
AI Content Generator Inserted Prohibited Term. Bot Replies Replicated By Support. Threats of Account Deactivation
Hi all, for a month we have been getting copy-pastes of a bot notification from Seller Support UK (wonder if automated bots too as per the generic incorrect replies). This has put threats of account deactivation on our account. Over 30 emails, 6 emails to escalations without even a reply. Incorrect claims that we are selling a pharmaceutical. Due to Amazon's AI content generator inserting, a pharmaceutical, a different product in a bullet point unbeknown to us and has since been corrected.
The product Mucuna Puriens is not a pharmaceutical. We have supplied lists and links from the UK government's MHRA. Also, the product is widely sold on Amazon UK and 100s of other UK retailers for which we have supplied proof as screenshots.
What can we do here ? Seems breaches of CSR, etc. Getting to the point where we are investigating asking for assistance from our local government MP.
AI Content Generator Inserted Prohibited Term. Bot Replies Replicated By Support. Threats of Account Deactivation
Hi all, for a month we have been getting copy-pastes of a bot notification from Seller Support UK (wonder if automated bots too as per the generic incorrect replies). This has put threats of account deactivation on our account. Over 30 emails, 6 emails to escalations without even a reply. Incorrect claims that we are selling a pharmaceutical. Due to Amazon's AI content generator inserting, a pharmaceutical, a different product in a bullet point unbeknown to us and has since been corrected.
The product Mucuna Puriens is not a pharmaceutical. We have supplied lists and links from the UK government's MHRA. Also, the product is widely sold on Amazon UK and 100s of other UK retailers for which we have supplied proof as screenshots.
What can we do here ? Seems breaches of CSR, etc. Getting to the point where we are investigating asking for assistance from our local government MP.
6 replies
6 replies
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Here Simon from Amazon.
Would you mind sharing a relevant Case ID?
I would like to take a look into it.
Best,
Simon
Seller_XC0mITjzHjat7
Hi Simon, I certainly can. Please see ID 10101300652
Almost 60 email exchanges, all irrelevant copy-paste Amazon's side. We need the product reinstated/account health resolved but also how can a team operate in this way, with multiple reps daily over a month?
I have replied again today with documents, showing this product for sale dozens of times on Amazon UK, 100's of shops in Google UK, Amazon even has a product category for it. Also attached is the M list from the UK Government MHRA where it is not listed as a pharmaceutical.
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Thanks for providing the case ID.
The team is currently working on it, and I'll follow up soon. In the meantime, please feel free to share any updates from your end.
Best,
Simon
Seller_XC0mITjzHjat7
To add:
Practically every pharmaceutical is based on a natural plant. Once a company makes a pharmaceutical based on that plant, that obviously does not turn the plant into a pharmaceutical too. As per basic example, rice contains arsenic naturally inside, but is not regulated as a poison.
Further, this is a clear error with the Amazon AI. We should not be having to deal with this due to Amazon issues. It has been over 50 hours of my time unpaid communicating with reps copy-pasting whatever we do, say or clear evidence we present from the UK regulatory bodies. Reps are supposed to be filtering out these issues not copy-pasting a robot reply. The majority of UK sellers, would like to know why issues like these remain endemic in the marketplace.
Our initial calls with Account Health were quite frankly disgusting and confusing, breaches of CSR. The man we spoke to sounded half asleep and actively looking to cause distress. Our next call appeared to be the same rep, he introduced himself in the same name but then went on seemingly practising different accents pretending he was a different rep. We wonder if he has put some notes on the case preventing what should have been a simple resolution.
Seller_XC0mITjzHjat7
Hi Simon, we really need some help on this. To have threats on our account because of your support teams refusing to do more than copy-paste a robot reply is simply disgusting.
Please see the follow-up below which we have had repeatedly for over a month. This is despite absolutely no justification for the claim from seller support apart from copying and pasting the bot reply caused by the error with the AI Content generator provided by Amazon, not us.
As already mentioned we have supplied the list from the UK government MHRA where Mucuna Puriens is not listed as a pharmaceutical, further Amazon has a specific category for Mucuna Puriens which would not be the case if it was a pharmaceutical. Then there are dozens of sellers selling the same very product on Amazon UK, and 100's on Google etc.
Please can you help? How do we get these threats of deactivation of our account health?
---
Hello,
We have reviewed all the information provided and legal has determined that the ASIN will not be reinstated.
ASIN: B0DD3NDCJS
The sale of Unlicensed or Prescription Only (POM) medicines is prohibited on Amazon.co.uk. Further Information can be found on our help pages: https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=521&language=en-GB&ref=efph_521_cont_home&referral=A2E80SZNS8NQLT_A2VNFO87LWP1P0
Amazon Services
Thank you for selling with Amazon.
Chinchu S.
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Here Simon from Amazon.
Would you mind sharing a relevant Case ID?
I would like to take a look into it.
Best,
Simon
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Here Simon from Amazon.
Would you mind sharing a relevant Case ID?
I would like to take a look into it.
Best,
Simon
Seller_XC0mITjzHjat7
Hi Simon, I certainly can. Please see ID 10101300652
Almost 60 email exchanges, all irrelevant copy-paste Amazon's side. We need the product reinstated/account health resolved but also how can a team operate in this way, with multiple reps daily over a month?
I have replied again today with documents, showing this product for sale dozens of times on Amazon UK, 100's of shops in Google UK, Amazon even has a product category for it. Also attached is the M list from the UK Government MHRA where it is not listed as a pharmaceutical.
Seller_XC0mITjzHjat7
Hi Simon, I certainly can. Please see ID 10101300652
Almost 60 email exchanges, all irrelevant copy-paste Amazon's side. We need the product reinstated/account health resolved but also how can a team operate in this way, with multiple reps daily over a month?
I have replied again today with documents, showing this product for sale dozens of times on Amazon UK, 100's of shops in Google UK, Amazon even has a product category for it. Also attached is the M list from the UK Government MHRA where it is not listed as a pharmaceutical.
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Thanks for providing the case ID.
The team is currently working on it, and I'll follow up soon. In the meantime, please feel free to share any updates from your end.
Best,
Simon
Simon_Amazon
Hello @Seller_XC0mITjzHjat7,
Thanks for providing the case ID.
The team is currently working on it, and I'll follow up soon. In the meantime, please feel free to share any updates from your end.
Best,
Simon
Seller_XC0mITjzHjat7
To add:
Practically every pharmaceutical is based on a natural plant. Once a company makes a pharmaceutical based on that plant, that obviously does not turn the plant into a pharmaceutical too. As per basic example, rice contains arsenic naturally inside, but is not regulated as a poison.
Further, this is a clear error with the Amazon AI. We should not be having to deal with this due to Amazon issues. It has been over 50 hours of my time unpaid communicating with reps copy-pasting whatever we do, say or clear evidence we present from the UK regulatory bodies. Reps are supposed to be filtering out these issues not copy-pasting a robot reply. The majority of UK sellers, would like to know why issues like these remain endemic in the marketplace.
Our initial calls with Account Health were quite frankly disgusting and confusing, breaches of CSR. The man we spoke to sounded half asleep and actively looking to cause distress. Our next call appeared to be the same rep, he introduced himself in the same name but then went on seemingly practising different accents pretending he was a different rep. We wonder if he has put some notes on the case preventing what should have been a simple resolution.
Seller_XC0mITjzHjat7
To add:
Practically every pharmaceutical is based on a natural plant. Once a company makes a pharmaceutical based on that plant, that obviously does not turn the plant into a pharmaceutical too. As per basic example, rice contains arsenic naturally inside, but is not regulated as a poison.
Further, this is a clear error with the Amazon AI. We should not be having to deal with this due to Amazon issues. It has been over 50 hours of my time unpaid communicating with reps copy-pasting whatever we do, say or clear evidence we present from the UK regulatory bodies. Reps are supposed to be filtering out these issues not copy-pasting a robot reply. The majority of UK sellers, would like to know why issues like these remain endemic in the marketplace.
Our initial calls with Account Health were quite frankly disgusting and confusing, breaches of CSR. The man we spoke to sounded half asleep and actively looking to cause distress. Our next call appeared to be the same rep, he introduced himself in the same name but then went on seemingly practising different accents pretending he was a different rep. We wonder if he has put some notes on the case preventing what should have been a simple resolution.
Seller_XC0mITjzHjat7
Hi Simon, we really need some help on this. To have threats on our account because of your support teams refusing to do more than copy-paste a robot reply is simply disgusting.
Please see the follow-up below which we have had repeatedly for over a month. This is despite absolutely no justification for the claim from seller support apart from copying and pasting the bot reply caused by the error with the AI Content generator provided by Amazon, not us.
As already mentioned we have supplied the list from the UK government MHRA where Mucuna Puriens is not listed as a pharmaceutical, further Amazon has a specific category for Mucuna Puriens which would not be the case if it was a pharmaceutical. Then there are dozens of sellers selling the same very product on Amazon UK, and 100's on Google etc.
Please can you help? How do we get these threats of deactivation of our account health?
---
Hello,
We have reviewed all the information provided and legal has determined that the ASIN will not be reinstated.
ASIN: B0DD3NDCJS
The sale of Unlicensed or Prescription Only (POM) medicines is prohibited on Amazon.co.uk. Further Information can be found on our help pages: https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=521&language=en-GB&ref=efph_521_cont_home&referral=A2E80SZNS8NQLT_A2VNFO87LWP1P0
Amazon Services
Thank you for selling with Amazon.
Chinchu S.
Seller_XC0mITjzHjat7
Hi Simon, we really need some help on this. To have threats on our account because of your support teams refusing to do more than copy-paste a robot reply is simply disgusting.
Please see the follow-up below which we have had repeatedly for over a month. This is despite absolutely no justification for the claim from seller support apart from copying and pasting the bot reply caused by the error with the AI Content generator provided by Amazon, not us.
As already mentioned we have supplied the list from the UK government MHRA where Mucuna Puriens is not listed as a pharmaceutical, further Amazon has a specific category for Mucuna Puriens which would not be the case if it was a pharmaceutical. Then there are dozens of sellers selling the same very product on Amazon UK, and 100's on Google etc.
Please can you help? How do we get these threats of deactivation of our account health?
---
Hello,
We have reviewed all the information provided and legal has determined that the ASIN will not be reinstated.
ASIN: B0DD3NDCJS
The sale of Unlicensed or Prescription Only (POM) medicines is prohibited on Amazon.co.uk. Further Information can be found on our help pages: https://sellercentral.amazon.co.uk/gp/help/external/help.html?itemID=521&language=en-GB&ref=efph_521_cont_home&referral=A2E80SZNS8NQLT_A2VNFO87LWP1P0
Amazon Services
Thank you for selling with Amazon.
Chinchu S.
