Back-and-Forth with Seller Support, Conflicting Advice, and Repeated Copy-and-Paste Responses. Unable to Create FBA Shipment After Hazmat Classification Was Confirmed (Case ID: 12632418202)
Hello everyone,
I am hoping an Amazon Community Manager or an experienced seller can help, as I have exhausted all available support channels and this issue has now been ongoing for several weeks, months. Case ID: 12632418202
I created a new colour variation of an existing rechargeable product that contains a built-in lithium-ion battery. The original variation has been selling successfully through FBA for a long time without any issues.
However, when I attempted to send inventory for the new colour variation, I was unable to create an FBA shipment because the listing became stuck in "Not classified: Unable to classify."
I uploaded all the required compliance documentation, including the SDS/MSDS and Certificate of Compliance, multiple times. After approximately 48 hours, the uploaded documents would disappear, and the status would reset back to "Not classified: Unable to classify."
After numerous conversations with Seller Support, the case was finally escalated to the internal Dangerous Goods team and I was then informed by two different Amazon Support representatives that:
The product had been successfully classified as "LITHIUM ION BATTERIES CONTAINED IN EQUIPMENT."
The classification had been correctly applied to the parent listing and all variations.
The remaining issue was only a system synchronization delay, and I was advised to wait 24–48 hours.
Unfortunately, even after waiting well beyond the advised time-frame, I am still unable to create an FBA shipment, and the exact same error continues to appear.
Since then, I have received conflicting replies from Seller Support. Some agents continue to state that the product has no active FBA offer, (copy and paste responses, other supports not even bothered to read previous messages so no idea what was the real issue) even though:
the listing has been configured as FBA for some time,
it appears in Seller Central as an FBA listing,
it shows "Out of Stock" under the Replenish Inventory status,
and the original variation continues to sell successfully through FBA.
Other support representatives have already confirmed that the Hazmat classification has been completed and the issue should have been resolved. At this point, it feels as though the case is being restarted each time it reaches a new support agent, despite the previous investigation and confirmations.
This unresolved issue prevented us from replenishing inventory in time for Prime Day, resulting in missed sales opportunities. Our inventory has been ready to ship throughout this period, but the system continues to prevent shipment creation.
Has anyone experienced a similar situation where the Dangerous Goods classification was confirmed as complete, but the Send to Amazon workflow still prevented FBA shipment creation?
If so, how was the issue resolved?
I would greatly appreciate any advice from experienced sellers. If an Amazon Community Manager could review Case ID: 12632418202 and assist with escalating this to the appropriate technical team, it would be greatly appreciated.
Thank you in advance for your time, help and assistance.
Back-and-Forth with Seller Support, Conflicting Advice, and Repeated Copy-and-Paste Responses. Unable to Create FBA Shipment After Hazmat Classification Was Confirmed (Case ID: 12632418202)
Hello everyone,
I am hoping an Amazon Community Manager or an experienced seller can help, as I have exhausted all available support channels and this issue has now been ongoing for several weeks, months. Case ID: 12632418202
I created a new colour variation of an existing rechargeable product that contains a built-in lithium-ion battery. The original variation has been selling successfully through FBA for a long time without any issues.
However, when I attempted to send inventory for the new colour variation, I was unable to create an FBA shipment because the listing became stuck in "Not classified: Unable to classify."
I uploaded all the required compliance documentation, including the SDS/MSDS and Certificate of Compliance, multiple times. After approximately 48 hours, the uploaded documents would disappear, and the status would reset back to "Not classified: Unable to classify."
After numerous conversations with Seller Support, the case was finally escalated to the internal Dangerous Goods team and I was then informed by two different Amazon Support representatives that:
The product had been successfully classified as "LITHIUM ION BATTERIES CONTAINED IN EQUIPMENT."
The classification had been correctly applied to the parent listing and all variations.
The remaining issue was only a system synchronization delay, and I was advised to wait 24–48 hours.
Unfortunately, even after waiting well beyond the advised time-frame, I am still unable to create an FBA shipment, and the exact same error continues to appear.
Since then, I have received conflicting replies from Seller Support. Some agents continue to state that the product has no active FBA offer, (copy and paste responses, other supports not even bothered to read previous messages so no idea what was the real issue) even though:
the listing has been configured as FBA for some time,
it appears in Seller Central as an FBA listing,
it shows "Out of Stock" under the Replenish Inventory status,
and the original variation continues to sell successfully through FBA.
Other support representatives have already confirmed that the Hazmat classification has been completed and the issue should have been resolved. At this point, it feels as though the case is being restarted each time it reaches a new support agent, despite the previous investigation and confirmations.
This unresolved issue prevented us from replenishing inventory in time for Prime Day, resulting in missed sales opportunities. Our inventory has been ready to ship throughout this period, but the system continues to prevent shipment creation.
Has anyone experienced a similar situation where the Dangerous Goods classification was confirmed as complete, but the Send to Amazon workflow still prevented FBA shipment creation?
If so, how was the issue resolved?
I would greatly appreciate any advice from experienced sellers. If an Amazon Community Manager could review Case ID: 12632418202 and assist with escalating this to the appropriate technical team, it would be greatly appreciated.
Thank you in advance for your time, help and assistance.
11 replies
Seller_k2X0L9mVRT0pW
try tagging some mods in by name if you want this post to be seen by Amazon
Seller_3uOHiCopkReJc
@NR_Amazon
@Julia_Amazon
@Spencer_Amazon
@Ezra_Amazon
Hoping you can assist me with this ongoing issue please. Thank you in advance!
Yujiro_Amazon
Hello @Seller_3uOHiCopkReJc,
Thank you for sharing the case details. I can see the documentation was reviewed and accepted, but the listing remains inactive. I have reached out to my partner team and requested their assistance with reviewing this. I will follow up on this thread as soon as I hear back.
Best regards,
Yujiro
Seller_kSZCywEhJQQ8J
One thing I would consider, purely as a diagnostic test, is whether the block is attached to the new child ASIN/SKU itself, or whether it is being inherited from the existing parent variation family.
For example, you could create a clean new parent listing and attach only the new colour variation to that new parent, using the correct battery / dangerous goods attributes and the same documents. Then try to create an FBA shipment for that new child.
If the shipment can be created under the clean parent, but fails again when the same child is regrouped with the old parent, that would suggest the problem is not the SDS/MSDS document itself. It would point more towards a hidden catalogue-state issue in the old parent family, old battery attributes, variation data, product type, or a stale dangerous goods record.
If it still fails under the clean parent, then the issue is more likely attached to the new child ASIN/SKU or its compliance attributes.
I would be cautious though. I would not duplicate the existing working child ASINs or rebuild the whole family unless Amazon confirms the correct route, because variation regrouping can create other catalogue problems. But as a controlled test, using only the new colour child under a clean parent may produce clearer evidence for Seller Support.
At the moment, it sounds like one Amazon system is saying the dangerous goods classification is complete, while another system is still blocking FBA shipment creation. A parent-level test could help prove where the mismatch is happening.
