Age Verification Required on Delivery
Hi guys
Not sure this is the place for this query but been banging my head against the wall with Amazon customer service with them for the most part sending a copy and paste reply, acknowledging there is an issue, advising it will be escalated to a specialist and then coming back with the original copy and paste reply.
I have created a listing for a product, Gin Glasses, but unfortunately the product description page is showing a ‘Age Verification Required on Delivery’ notice which clearly isn’t required as it is just glassware and no other products in this category have this message.
Initially and repeatedly Amazon have sent a copy paste reply stating ‘Please be informed that for certain categories on Amazon, attribute values typically associates with variations (such as size, colour, model, etc) may be normalised to a specific value that is more recognisable to customers. For example, 4K Ultra HD, Ultra HD, and UHD may be normalised to 4K on the detail page.’
However in a series of message I have had them acknowledge that product does not contain alcohol and should not have this tag. They have advised me;
'This was set automatically as this product has the product type: ALCOHOLIC_BEVERAGE. All alcoholic products are required to have this attribute to ensure only adults receive the product.
We see that your product is not a alcoholic beverage and thus the product type is incorrectly set. We request you to update this value to a value that is relevant to your product.
You can also try updating the customer_restriction_type if possible.’
Unfortunately I can’t see this attribute to amend when I try to edit the product and when I have stated this to Amazon, they have gone back to the original reply. I can only assume whoever picks it up failed to read the message trail and just sends out the standard reply.
Furthermore I seem only to have the option to communicate in the case log via email, no option to speak to someone on the phone.
Can anyone advise how to resolve this? Or advise what I might be doing wrong?
8 replies
Seller_7VbclcPFFRTnc
have you checked that the advanced view tab is open to show all boxes on the edit page ?
Seller_tRuvBEHDedp4q
I find some fields are just impossible to change once Amazon has it in the catalog. No matter what SS say about editting the value, the changes just do not hold whether updating via the user interface or an upload.
I have had this issue no end of times. Only yesterday I had a notification an item was ‘search suppressed’. Looking at it and it said ‘Color’ was required but missing. I entered a value, saved and yet if I go back to it it still says it missing - despite the color being entered and showing. I did not create the original listing, just jumped on an existing ASIN as the EAN and product matched.
Other times, I want to correct a value, and Amazon refuse to correct it as apparently ‘only brand owner can make changes’. But ‘brand owner’ did not create the original listing, some general seller did and made a mistake - but Amazon seemingly accept the first creation of a listing as gospel and then wont make further changes.
Frankly it is getting ridiculous getting anything changed in the catalog.
But apart from this, I think you have to register with Amazon to be able to sell items that require an age verification. I know you say your item does not need it but if you cannot get the attribute changed it may be the way forward. However, if you do manage to get this done please come back and tell me how. I followed the procedure (you have to email a certain email I think), as I sell some fancy cheese knives so under UK law have to send with age verification - but I never heard back from Amazon. After doing it 3 times I gave up.
Seller_ntKoTrbTcMRXg
Anyone happen to know how I can speak to someone from Amazon as opposed to just communicating with them via email? Might give be a better chance of putting my case across. When I create a case, I only get an email option.
