Hi all,
Posting partly for advice and partly in the hope a community manager can pick this up internally — case IDs are at the bottom.
Our best-selling UK ASIN (creatine gummies, food supplement) was removed by the Food Safety and Compliance team on 28 July 2026. It is still down today, 17 August — 20 calendar days, 13 business days.
The short version: we were told exactly what was wrong, we fixed all of it within 72 hours, Amazon confirmed in writing three separate times that reinstatement takes 1 to 2 business days once evaluation completes, and three weeks later we still have no decision, no reason, and no owner.
Timeline
- 28 Jul – Appeal filed with 7 compliance documents (Certificate of Conformity, HACCP, IQNET, EMS certificate, CoA, lab report, FBO Product Compliance Questionnaire V7).
- 29 Jul – Support advised manual reinstatement via Manage Products. Failed with error 90244 (TOTAL_SERVINGS_PER_CONTAINER).
- 29 Jul – After a call, support confirmed the actual removal reason: four mandatory statements missing from the detail page – "Do not exceed the recommended daily dose", "Keep out of reach of children", "Food Supplements are not a substitute for a varied diet", plus our UK business address. We were asked to update the detail page and reply on the compliance case with labelling images.
- 29 Jul – Documents resubmitted with the full label PDF.
- 29 Jul – Support confirmed error 90244 is an Amazon-side product type mismatch (HEALTH_PERSONAL_CARE instead of NUTRITIONAL_SUPPLEMENT for the browse node) that cannot be corrected until the ASIN is reinstated.
- **29 Jul – First written statement that "reinstatement may take 1 to 2 business days to complete once the evaluation is finished."
- 30 Jul – We reported a backend error preventing us from adding the label images and warnings ourselves, and asked Amazon to apply them on our behalf.
- 30 Jul – Told the detail page cannot be updated while the ASIN is blocked, and that Amazon could not update it either. So: update a page Amazon has disabled, which Amazon also won't touch. Timeline repeated as 1 to 2 business days.
- 30 Jul – Requested escalation, flagging that the case said "under review" while Account Health said "Submit new information". Told support cannot intervene in or accelerate the compliance team's review.
- 1 Aug – 10 documents submitted (added ALS testing report and three label images). We also found a workaround and got the label images onto the detail page and the safety statements into the bullets. Every instruction from 29 July now complete.
- 2 Aug – Support itemised all 10 documents, confirmed the detail page was updated, and repeated the 1 to 2 business day timeline for the third time.
- 3 Aug – Told documents are with Food Safety and Compliance, the "Submit new information" prompt does not mean rejection, and no further action is required from us.
- 6 Aug – Full document set submitted again. Case passed to an internal team for investigation.
- 8 Aug – Internal team "actively working", no update.
- 14 Aug – Still "researching in partnership with the responsible team".
- 17 Aug – Nothing. AHD still shows "Our evaluation is in progress" and "No further action is required from you at this time."
Where we're stuck
1. Across 5 submissions and 12 replies, not one response has identified a single document as insufficient or a single requirement as unmet. We can't fix what nobody will name.
2. The case status and the Account Health Dashboard have contradicted each other since 30 July. We've raised it three times and still can't get a straight answer on whether the appeal is genuinely open or was auto-closed.
3. Seller Support says it has no ability to reach the compliance team. Account Health says no action is required from us. Nobody owns the decision.
Questions for the group
- Has anyone had a Food Safety and Compliance review on a supplement ASIN run this far past the stated timeline, and what actually broke the deadlock?
- Does the "Submit new information" prompt in AHD sitting alongside an "under review" case status usually mean the appeal has silently been rejected? Several older threads suggest it does, which is what worries me most.
- Is resubmitting the same documents a sixth time actively harmful at this point — does it reset a queue position?
To any community manager reading: the case IDs are 13102035632 (Seller Support) and 13101531472 (Product Safety & Compliance). Both are open and current. Any help getting a named owner and a decision date on the compliance case would be genuinely appreciated — happy to provide anything else needed by DM.
Thanks in advance.
