After contacting SS

Case ID: 12967420842

After trying the customise function it does not work in windows 7, 8 or Windows 10 for buyers. (It is unusable in the first two (and yes I know they are ancient and unsupported O.S) However It does work perfectly as expected in Windows 11. Cannot test for Apple buyers as I don't know anyone who uses Mac's.

SS final recommendation was that I contact the millions of potential customers for my custom products, and tell them to use a mobile (Or Windows 11 if they use it) if they want to buy from me!!!

Is there any further chance of any solution? or is thus just a small reason to add to several other bigger reasons to think about leaving Amazon, or at least deleting all my personalised items and finding somewhere else to sell them.

Suzie.

Had over 10 of these last week 3am in the morning all EU sites & SA,I did not update any payment method & do not sell outside UK.Very disconcerting to get all these strange debits from my bank Amazon should stop doing these!

I am urgently requesting assistance regarding a recurring system-level technical issue with the "uk-18-knife" age verification attribute for our kitchen knife listings.

The Problem

Since July 10, we have received 74 duplicate performance notifications across 7 different ASINs, all alleging that our products lack the "uk-18-knife" attribute. Our products have been deactivated as a result.

We are fully aware of Amazon UK's requirements for selling kitchen knives:

*All products must be sold via FBA ✅

*The "uk-18-knife" flag must be uploaded via spreadsheet or product detail page ✅

We have complied with both requirements from day one.

What We Have Done (All Failed)

*Uploaded the product spreadsheet with full-update multiple times

*Edited each listing in "Manage All Inventory" and confirmed the age restriction setting

*Opened multiple support cases

*Submitted appeals via Account Health

*Each time we upload the spreadsheet, we receive additional performance notifications. The more we try to fix it, the more notifications we receive. We are stuck in a loop.

The Evidence That This Is a System Error:

For our older ASIN, the "uk-18-knife" flag is still visibly present on the front-end product detail page – yet the system continues to send notifications claiming it is missing.

For 3 of the new ASINs that have inventory in FBA, the flag is also present on the front end. For the other 3 new ASINs (currently in transit to FBA), we cannot observe the front end, but we have confirmed the attribute is correctly set in the backend.

This is NOT the first time. We experienced the identical issue in April–May 2026. After an extended process with Seller Support, the issue was eventually resolved manually..

Other sellers on this forum are reporting th exact same problem – the system fails to detect the "uk-18-knife" flag even when it has been correctly uploaded.

The Irony

Seller Support keeps instructing us to "upload the spreadsheet to update the uk-18-knife tag" – which we have already done multiple times. This is a circular response that does not address the underlying system failure.

Our Request:

*Review our case history and confirm this is a recurring system-level issue

*Escalate this matter to the technical team or internal review team – not to Seller Support (who keep giving us the same circular instructions)

*Help stop the repetitive automated notifications for these 7 ASINs

*Assist in manually restoring our products to active status

We are fully compliant sellers who have been selling kitchen knives on Amazon UK for a long time. This recurring system error is causing severe disruption to our business.

Any advice or guidance would be greatly appreciated!

@Seller_VygaQRBv4Ssmh

Thank you for your reply and follow-up.

Regarding the two cases you mentioned, I would like to provide you with an update:

Regarding Case 9802 – I understand the team is currently reviewing it, and I will wait patiently for their feedback.

Regarding Case 3732 – I have reviewed the response provided by the team 25 minutes ago, which reads as follows:

“We have received your appeal, but are currently unable to reactivate your ASIN. Why is this? The product detail page for the ASIN indicated in the following paragraph does not comply with our policies. What action do I need to take? To reactivate your ASIN, please remove the prohibited content from your product detail page or provide other evidence of compliance. Recommended changes: Please update the ‘customer_restriction_type’ attribute to ‘uk_18_knife’ on the detail page for further processing.”

The problem is: this is precisely what we have been doing repeatedly, but each time we do so, the situation gets worse.

We followed the instructions in the reply and updated the ‘customer_restriction_type’ to ‘uk_18_knife’ via the product spreadsheet, and also made the necessary edits on the inventory management page. However:

Every time we upload the spreadsheet to refresh this flag, we receive a new performance notification. Since 10 July, we have received over 150 duplicate notifications, and the number continues to rise. Uploading the spreadsheet has not only failed to resolve the issue but has actually triggered further system scans and violation flags.

Worse still, yesterday, whilst updating product variant information via the spreadsheet, almost all products that were already marked with ‘uk-18-knife’ and had been selling normally were reclassified by the system as ‘non-compliant’ and taken offline. In other words, this action not only failed to resolve the issue with the affected ASINs, but also impacted products that were previously compliant, leading to further losses.

What does this tell us?

This clearly demonstrates that the problem lies not with us, but with Amazon’s system.

* We have correctly uploaded this attribute countless times

*The “uk-18-knife” label is still visible on the front end for older listings, proving that the label itself exists

* Every time we follow the instructions, it triggers more notifications and affects more products

*This is not an isolated case—other sellers on the forum are reporting exactly the same issue

The advice provided by the Seller Support team (“Please update the customer_restriction_type attribute”) is a vicious cycle. We carry it out, but the system fails to recognise it, and then we are asked to do it again—and so on, ad infinitum. We went through exactly the same cycle back in April and May, and it was only resolved through manual intervention.

My request

*Please escalate cases 9802 and 3732 to both the Technical Team and the Internal Review Team, rather than continuing to have them handled by the Seller Support Team—as they are only able to send the same generic responses.

* Please ask the Technical Team to manually check our ASINs to confirm that the ‘uk-18-knife’ attribute does indeed exist in the system’s backend. Seller Support staff can already see this attribute in their system; the issue is that the review system is unable to read it correctly.

* Please immediately halt the automated scanning and repeated notifications for these ASINs until the root cause has been rectified.

*Please urgently address the batch of products that were incorrectly flagged yesterday—these products were originally compliant, bearing the required labelling and selling normally, but were erroneously flagged by the system following an update to variant information. This constitutes unacceptable collateral damage.

I am aware that moderators cannot directly rectify listings or overturn policy decisions, but I implore you to escalate this matter to the appropriate internal team so that they may conduct a root cause investigation and implement manual rectification. We have been going round in circles with Seller Support for several weeks and are unable to break this deadlock ourselves.

Thank you very much for your assistance.

Case:

12975443732

12974069802

Historical cases from April and May: 12587650942

Hi Guys，

I've been selling on Amazon for over a year, and recently logistics has reported that the seller's address can't be delivered to. I checked on Google Maps and found that the customer did indeed provide the wrong address. This has caused me a lot of losses.

I’ve taken the following measures:

1. For orders that haven't shipped yet, I contact the customers to get the correct address to make sure the package can be delivered. However, 70% of customers don’t reply, and 10% of customers refuse to accept emails.

2. For customers who don’t respond or can’t be contacted, I sent an email explaining that the package couldn't be sent due to an address issue and canceled the order because Amazon has shipping time restrictions, which has affected my account health. This often isn’t the worst. Some customers gave negative feedback because their orders were canceled, and these negative reviews usually can’t be removed.

Now I’m asking everyone if you have any better suggestions for dealing with customers who provide the wrong address. Any comments or suggestions would be greatly appreciated.