Food and Product Safety Issues - Help Please

Hi Everyone,

Hopefully someone who as experienced the same can help with this one. As I have never had a food safety issue before, so have no idea how to resolve this at the moment with seller central being useless yet again expecting me to know what they are thinking and most times before they are even thinking it.

On Wednesday an Item I have been selling for around 3 - 4 years (approx 2 - 3000 items a year ) was removed from the catalogue and in my account health under Food and Product Safety Issues and left 352 items stranded.

I had not received any emails or correspondence regarding the asin in advance - Which is Asin B00FBEMTFE by the way. ( Amazon was one of the sellers in this quantity of 50 - they still sell them in 120’s ) I did not create the asin on Amazon.

It does not state anywhere why its been removed, but I can appeal the decision or send a plan of action - which is really hard to do when not knowing the issue which put it there in the 1st place.

Yesterday I ask Seller Central - they did not give me a straight answer - so I was still clueless. the page had been removed from Amazon so I could not see the catalogue pictures to see if the ingredients where showing, so i could not check to see if this was causing the problems.

So then I added the ingredients to the catalogue page added the pictures again showing the packaging with all ingredients and nutritional info. Then went through the amazon plan of action to try and get it reinstated.

the following is then what as happened.

ME
Please provide an explanation for the issue(s) associated with your listing’s removal.
Hello Amazon,

I was made aware that the item was missing the information needed for the customers to show the product is safe to consume.

It was missing the ingredients which as made the listing been removed form the catalogue.

Include ASIN(s) and product title(s) for all listing(s) for which you are requesting reinstatement. Please only add ASINs associated with the reason for removal as specified on the Account Health page.
Asin - B00FBEMTFE - Title - Chupa Chups Sugar Free Sweets Multipack of 50 Lollipops

I am requesting reinstatement as I have now added a picture showing the ingredients to the catalogue and I have also written the ingredients onto the description to make it clear for everyone to see it.

I have recommended the change and have submitted it to Amazon and on the next page I will attached the image of the item ingredients and a snap shot of the edit page where I have wrote the ingredients which are as follows :-

Assorted Sugar Free Lollipops With Sweeteners:Cherry,Strawberry And Cola. Ingredients (for fruit flavours):sweeteners ( Isomalt syrup, acesulfame K, sucralose ), acids (malic acid, citric acid ), fruit puree from concentrate ( apple, cherry, raspberry, lime, lemon, strawberry, peach, banana, orange, blackberry, mango, watermelon, kiwi ) (1%), flavourings, colour (carmine ). Ingredients (for cola flavour ): sweeteners (isolmalt, maltitol syrup, acesulfame K, sucralose), acids (citric acid, malic acid), flavourings, colour ( sulphite ammonia caramel ) / the pack may not contain all the flavours indicated. Excessive consumption may produce laxative effects.

Amazon

Amazon

Jul 15, 2021 04:16 PM

Hello from Amazon Selling Partner Support,

I understand that you are having an issue with ASIN B00FBEMTFE.

Thank you for your patience. We have reviewed your listing for ASIN B00FBEMTFE and have determined that the ASIN will not be reinstated.

Please let us know how we did.

Were you satisfied with the support provided?

https://sellercentral-europe.amazon.com/hz/case-dashboard/hmd?p=A2MWVHTMFPXLN6&c=7170602782&k=h1
https://sellercentral-europe.amazon.com/hz/case-dashboard/hmd?p=A2MWVHTMFPXLN6&c=7170602782&k=h2
https://sellercentral-europe.amazon.com/hz/case-dashboard/hmd?p=A2MWVHTMFPXLN6&c=7170602782&k=h3
https://sellercentral-europe.amazon.com/hz/case-dashboard/hmd?p=A2MWVHTMFPXLN6&c=7170602782&k=h4
https://sellercentral-europe.amazon.com/hz/case-dashboard/hmd?p=A2MWVHTMFPXLN6&c=7170602782&k=h5

Thank you!

To view your case details, please click https://sellercentral-europe.amazon.com/gp/case-dashboard/view-case.html/ref=sc_cd_lobby_vc?caseID=7170602782

Please note: This e-mail was sent from an address that cannot accept incoming e-mail. If you require additional support, please contact us at https://sellercentral-europe.amazon.com/gp/contact-us/contact-amazon-form.html

Thank you for selling with Amazon.

Wan F.
Amazon.co.uk Seller Support

Me

Hello,

(1) Can you please advise why you wont reinstate it ?

(2) What is it you need from me ? rather than just say its not being reinstated - please actually help…

There is a seller poll on Amazon at the moment asking if Seller Central make it clear on how to resolve any issues. The answer is No - you don’t make it clear at all.

Please advise what you would like from me please and why you come to the decision not to reinstate it. To help sellers be helpful ! Aren’t we supposed to be working together both Amazon and the seller to make the Amazon catalogue a safer and better market place. TOGETHER !! So please lets work together and advise rather than just say no.

If theres anything you need from the manufacturer - please let me know and I will contact them…

(3) Furthermore. This item 50 sugar free chupa chups in quantity 50 is also sold in 120’s and Amazon are selling them - you can find the asin here B07R8FCYRC . Why can Amazon sell the same product in quantity 120, but I cant sell the same product in quantity 50. The only reason I can think of is that the packaging is dangerous AS THAT WOULD BE THE ONLY DIFFERENCE ) - but I seriously doubt that.

So please - be helpful and educate the seller in order to make a better market place for all.

Best regards Mike

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Me again while waiting for help

Hello Amazon,

I thought it might be helpful to attach a picture of the product you are selling.

There is no difference in product - just quantity its being sold in.

Not once have you ever advised why it as been removed to help me reinstate a product which you also sell. Its either a food safety concern for both products ( 50’s and 120’s) or not… Its the same product, manufactured the same way but packaged differently.

thats like saying 50 hand grenades are dangerous, but if you have 120 of them its ok… they are either both safe or both not…

If theres a problem - advise what the problem is so the seller can work on the problem, rather than just say there is a problem.

Its bad practise - just to say there is an issue, but not state what the issue is and whats needed.

Help by telling me exactly why you took the product off the catalogue and advise what you want in order for the product to be reinstated.

Best regards Mike

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Thats where we are so far - from experience, I know i’m going to need help as i wont get it form seller central …

I have spoke to the manufacturer as I have a good relationship with them spending £100k a year since 2004 and they tell me of no known problem with this item and defo no recalls on it.

Without Amazon advising me whats the problem - how do I know how to resolve this ?

Could someone please help me, does anyone have any advise or experience of this ? Is there someone where I can look to find what the issue is ?

Amazon want us to run a good business here on Amazon and keep the market a safe place,. but they need to help a little to achieve the same goal as both Amazon and Amazon sellers what to achieve.
all help really appreciated…

Many thanks Mike