Hello,
We are a brand registered vitamin/supplement company and have been selling a particular vitamin on Amazon for the past 7 months without issues. Two days ago we edited the title of the listing in order to provide more detail about the ingredients the product contains. The next morning we found that the product had been automatically flagged as restricted and our listing removed. We have contacted support numerous times about this but they keep closing our cases after they send us the same response each time:
"Unlicensed medicines, prescription only medicines, pharmacy only medicines and GSL (General Sales List) medicines containing aloxiprin, aspirin, paracetamol or ibuprofen are prohibited on Amazon.co.uk"
The product in question does not fall under any of these categories (it is a common vitamin supplement), and is completely compliant with UK regulations (We have the documentation to prove this). Additionally, there are a lot of other products available on Amazon with the exact same ingredients and dosages/strengths which are not restricted, so we would appreciate some clarification as to why our product in particular has been flagged as restricted but all of these other products with identical ingredients and strengths are allowed?
We have taken to the forum because we have tried to go via support so many times but it appears that each time the case is closed without actually being read by support staff - I have been on the phone to support for hours and at times it appeared our issue was about to be resolved (one told me it was an internal error which would be resolved shortly; another told me that they would escalate this to the restricted products team), but after each phone call we received the same automated message and our case was closed.
Please can someone from Amazon respond because this is a product category which strongly relies on repeat purchases so we are losing customers every day that this issue affects us.
Kind Regards
