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Amazon won't let us sell one of our products but lets 3 other sellers sell it (we make it, we own the brand)
Hi. I am looking for any suggestions on how to sort an issue with one off our very successful Christmas Chocolate Advent Calendars. As we are the registered brand and Trademark owners we added the product to Amazon. We are in full control of the listing details. 3 other Sellers sell this Advent Calendar on Amazon. We sell several of our other chocolate products from the registered brand owners account, but they won't let us sell this one even though we added the listing. If we try to add our Advent Calendar we get the following message:
- You are not approved to list this product.
- Collectable, Refurbished conditions: This product has other listing limitations.
There is no further explanation of what "This product has other listing limitations." means. Customer Services cannot explain what the problem is and eventually just give up and say Amazon can do whatever they want - just wait, maybe you will be able to list it later (I've been trying for 2 months). I suspect that CS have no idea what the problem is and just use this type of response as a general catch-all for "we have no idea what the issue is, but we're not gong to admit that".
Does anyone have any suggestions or novel approaches that I can try out? There must be a way to work around this nonsense and sell our own product using our own ASIN.
Thanks
Seller_yZYfMeznVc3TO
So after several weeks I managed to finally work out what the issue was - no thanks to Seller Support who did their very best to be as unhelpful as they normally are.
Amazon had incorrectly marked this product as organic when it is not. I've been asking them for months to correct this but did not realise that this was why we could not list this product. To sell organic products you need an organic certificate, which we don't have because the product is not organic. I went around in circles for weeks trying to get support to remove the organic claim from our product because it was not organic. Support just kept telling me that the only way to sell this product was to provide a valid organic certificate.
Now, it's illegal to claim that a food product is organic when it is not and obviously our brand did not want to be associated with an illegal listing. So, I asked them to remove the listing. Guess what, they told me that we needed to update the product in our Inventory. I explained that I couldn't because although the product was in our inventory (we added it, it is our product) we could not edit it because it had restricted access. They said that was because it was organic and we needed to provide the organic certificate. (Quick recap - a few other companies were able to sell our product -presumably because they had organic certificates). Back in circles explaining that the product was not organic and that the listing was illegal.
I ended up giving Amazon 14 days notice before we started legal proceedings for their illegal listing of one of our products. Support replied that it is illegal to sell an organic product without providing an organic certificate, or claim that a product was organic when it was not. I explain (again) that the product was not organic, we'd been telling them it was not organic for month but they were still listing it with claims that it was organic. Basically, Amazon Support admitted they they were illegally listing a product a organic when it was not. Support's response to this was that in order to sell the product we would need to provide our organic certificate. It's almost like they deliberately do not read any of the information in a ticket. I pointed out the legal notification and let them know that they now had 13 days left. The replied telling me that I would need to provide an organic certificate.
I tried twice more - same type of response. I then submitted a ticket with the legal notice on company headed paper and 3 days later finally got a response from Amazon telling me that they were sorting it and removing their organic claim.
Why does everything have to be so ridiculously complex with Amazon? And how can their support team be so consistently incompetent to this extreme level?
1 reply
Seller_yZYfMeznVc3TO
So after several weeks I managed to finally work out what the issue was - no thanks to Seller Support who did their very best to be as unhelpful as they normally are.
Amazon had incorrectly marked this product as organic when it is not. I've been asking them for months to correct this but did not realise that this was why we could not list this product. To sell organic products you need an organic certificate, which we don't have because the product is not organic. I went around in circles for weeks trying to get support to remove the organic claim from our product because it was not organic. Support just kept telling me that the only way to sell this product was to provide a valid organic certificate.
Now, it's illegal to claim that a food product is organic when it is not and obviously our brand did not want to be associated with an illegal listing. So, I asked them to remove the listing. Guess what, they told me that we needed to update the product in our Inventory. I explained that I couldn't because although the product was in our inventory (we added it, it is our product) we could not edit it because it had restricted access. They said that was because it was organic and we needed to provide the organic certificate. (Quick recap - a few other companies were able to sell our product -presumably because they had organic certificates). Back in circles explaining that the product was not organic and that the listing was illegal.
I ended up giving Amazon 14 days notice before we started legal proceedings for their illegal listing of one of our products. Support replied that it is illegal to sell an organic product without providing an organic certificate, or claim that a product was organic when it was not. I explain (again) that the product was not organic, we'd been telling them it was not organic for month but they were still listing it with claims that it was organic. Basically, Amazon Support admitted they they were illegally listing a product a organic when it was not. Support's response to this was that in order to sell the product we would need to provide our organic certificate. It's almost like they deliberately do not read any of the information in a ticket. I pointed out the legal notification and let them know that they now had 13 days left. The replied telling me that I would need to provide an organic certificate.
I tried twice more - same type of response. I then submitted a ticket with the legal notice on company headed paper and 3 days later finally got a response from Amazon telling me that they were sorting it and removing their organic claim.
Why does everything have to be so ridiculously complex with Amazon? And how can their support team be so consistently incompetent to this extreme level?
