Policy Violations - Food & Product Safety Issue

Hi,

I have a question surrounding Policy Violations, specifically Food & Product Safety Violations. I have recently received 2 violations for the same product (Rabbit feed in 2 different pack sizes) with the reason Market Withdrawal.

I was unaware of any issues with the product, so I contacted Amazon to hopefully obtain more information and was told to supply them with a Letter of Compliance. I contacted the manufacturer to enquire about this and was told there has been no problems with the rabbit feed, no recalls or marketplace withdrawals.

I appealed both the violations under the reason the listings had been flagged in error and explained to Amazon it appears the listings had been removed in error and supplied a screenshot to Amazon of the email from the manufacturer.

I had two different Amazon agents respond to the cases both explaining that the below was the reason for the issue:

‘’Please note upon checking, I see that the product removal requested by UK, Newham County Council (Primary Authority Partner for Food Safety) as it was tested and found to be non-compliant and unsafe with Section 4, Art.19 of EU Regulation 178/2002.

Furthermore, The product has the following defects: The product contains illicit additives (coloring agents). ‘’

However, both Amazon agents finished their email responses differently. One agent told me:

‘’ Having said that, In this case there is no further action required. I appreciate your assistance during the meantime.’’

Whilst the other responded with:

‘’Upon checking further, we have found that an internal team needs to perform further checks and to do that they require certain documents which you should provide and given below:

- Images of product labeling showing all mandatory labeling requirements or a PDF document showing the full compliant product label.

- Confirmation that the detail page information is in line with the product labeling.

- Test reports (where applicable, such as in the case of contamination).’’

I have only ever sold 3 units of the 2.3kg pack and not the 700g pack. I’m at a loss of what to do as the information the 2nd agent has asked for is something I don’t have.

I can get a letter of compliance from the manufacturer. Would this fix the issue? As it stands, both violations are still on my account and my account health is ‘At Risk’

Any advice would be great.

Thanks!