My account is at risk of deactivation and I desperately need a mod to intervene in an endless loop of Amazon insisting that my compliance is missing elements which are clearly present.
Hi all,
I have been going at this for like 3 weeks now. We are a real company that manufactures a real product with 1.5 million USD in sales, on Amazon, last year in the US.
We set up our European accounts in anticipation of expansion into Europe. We set them up a year ago but haven't sent in product yet due to how busy we are in other markets.
The primary case on this matter is 10769852812
Amazon informs us that our compliance documents are deficient and missing a number of elements. For instance, that our documents do not state the material our product is made of. It clearly lists the type of plastic our product is made of.... and why they cannot acknowledge this makes no sense.
We are actually being told that 8 specific elements are missing. So, in our chat a few days ago, I made the support guy, in live chat, go through each element with me, and I pointed out where it is found in the document, and also provided screenshots of each instance to be certain it was impossible to miss. I thought that would have been the interaction to finally clear this all up.
It wasn't..... They just replied with the exact same message as they do each time... listing the same elements that they claim are not present.
For what it's worth, we are an experienced company, with all of the product testing required throughout North America and Europe. We have been manufacturing this exact product now for 14 years.
It has been impossible to speak with anyone beyond the basic support agent. I cannot get transferred to a higher level or to anyone in the "internal team". It is making me feel crazy.... what am I missing? Amazon is making no effort to explain anything outside of simply providing the list of missing elements. This is either extreme incompetence on Amazon's end, or extreme stupidity on my end. Please someone help me sort out which.
@Julia_Amazon @Sarah_Amzn @Ezra_Amazon @Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon
PS I really hate having to come into the forums and tag each mod like some sort of madman. You would think Amazon would have a better system for resolution, particularly for a seller doing more than a million USD in Amazon sales annually.
8 replies
Seller_ctlHhuYQK8UHO
Come on... 6 days and not even a peep from anyone?
@Julia_Amazon @Sarah_Amzn @Ezra_Amazon @Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon
Ezra_Amazon
Hello @Seller_ctlHhuYQK8UHO,
I have contacted the partner team in order to check the issue you are facing in the case ID: 10769852812. As soon as they reach out with an update I will let you know.
Thank you, Ezra!
Seller_ctlHhuYQK8UHO
I have received, yet again, the same senseless response from Amazon support. Claiming that the list of items is still missing from the report.
In this last round I submitted an annotated DOC to them, with red circles and descriptions to show that all of the "missing" elements are indeed in the report. It's literally driving me insane that they just keep responding with the same reply. No explanation as to why the included elements are not sufficient.
Ezra_Amazon
Hello @Seller_ctlHhuYQK8UHO,
The partner team informed that this ASIN has been suppressed following a customer complaint. They have reviewed the files attached but is still missing the following documents :
- A test report showing compliance of the product with European Union safety standards in accordance with the removal reason (detaching parts and risk of choking ). Test reports must demonstrate conformity with applicable EU directives and standards.
- Pictures of the product and/ or packaging showing a UK based address of the Manufacturer/Producer (applicable for UK MP) and if the Seller is interested in selling on EU MPs
- images of the product or packaging showing EU manufacturer address or [2] Economic operator address, if the manufacturer is not established in the EU;
Further details on product safety and compliance requirements available at the following links:
- UK requirements for food contact materials
- EU requirements for food contact materials
- General Product Safety Regulation
Thank you. Ezra.
Seller_ctlHhuYQK8UHO
There is no requirement for us to maintain a EU address in any regulation.
We are the manufacturer and export directly from our US warehouse.
But here is the more infuriating point.... not once have they narrowed it down to those items. They just keep sending me the same list of items that they claim I need to submit that included all kinds of things clearly submitted.
That being said, I have submitted these items to the UK team but have not gotten their reply. When I finally got someone to ask for what they actually needed, it was a clearer picture of the product label with our address on it.... as well as photos from all 6 side of our product. These are items they never indicated they needed.... wasting weeks of everyone's time.
Why would Amazon insist on a system that doesn't actually work toward resolution.... instead they are intentionally ambiguous. It is frustrating beyond belief.
Now I am dealing with the same issue in the German marketplace where they keep sending me a laundry list of things which cannot be what they need. It must be something more specific like the UK actually wanted (even though they never expressed it). That is case 10810853912
I would love to post the entire document we sent them with annotations showing where every single requested item is found in the documents already submitted multiple times. But I would be sharing a lot of important/sensitive information publicly.... and that might not be the best idea
Ezra_Amazon
Thanks for sharing all those details. I've passed this information along to our partner team.
Ezra_Amazon
Hello @Seller_ctlHhuYQK8UHO,
I wanted to let you know that our partner team still needs those documents we discussed to continue with the approval process.
As per Amazon's policy (which I shared earlier), we need:
- A UK-based address for UK MP
- Either an EU manufacturer address or Economic operator address for EU MPs (if the manufacturer isn't based in the EU)
These addresses can be shown on either the product or its packaging.
Thanks, Ezra
