[MOD NEEDED] Policy violation for stating warranty on PDP, contradicts other policy that requires it on PDP
I received a product policy violation for my entire catalog, and support says I cannot mention the included manufacturer 3 year warranty on the PDP. I am the registered brand owner and the manufacturer for my listings.
The problem is this directly contradicts the Amazon advertising policy: "The product detail page must clearly describe warranties or guarantees, including any applicable limitations."
See policy here: https://advertising.amazon.com/resources/ad-policy/sponsored-ads-policies under "3.7 Claims and substantiations" -- this policy applies to ads AND store pages... So if you mention the warranty on a brand store page it is required to have the warranty stated on the PDP before the store will be approved.
I have Case ID: 15543697531 that needs to be escalated - This is the current case where support is arguing with me.
For reference you can see my OLD cases with Advertising Support when ads & store pages were rejected MULTIPLE times due to not having the warranty stated on the PDP, case IDs: 15112870891 + 13465911401.
[MOD NEEDED] Policy violation for stating warranty on PDP, contradicts other policy that requires it on PDP
I received a product policy violation for my entire catalog, and support says I cannot mention the included manufacturer 3 year warranty on the PDP. I am the registered brand owner and the manufacturer for my listings.
The problem is this directly contradicts the Amazon advertising policy: "The product detail page must clearly describe warranties or guarantees, including any applicable limitations."
See policy here: https://advertising.amazon.com/resources/ad-policy/sponsored-ads-policies under "3.7 Claims and substantiations" -- this policy applies to ads AND store pages... So if you mention the warranty on a brand store page it is required to have the warranty stated on the PDP before the store will be approved.
I have Case ID: 15543697531 that needs to be escalated - This is the current case where support is arguing with me.
For reference you can see my OLD cases with Advertising Support when ads & store pages were rejected MULTIPLE times due to not having the warranty stated on the PDP, case IDs: 15112870891 + 13465911401.
26 replies
Seller_yoBaUhzkFJuPI
No surprise, my case 15543697531 was "Transferred" and therefore I can no longer respond to it.
I received an odd email this morning from noreply@amazon.com saying "This email is not the correct channel to submit an appeal to reactivate your account. Account reactivation requests sent to this address will not be reviewed."
I can only assume it is in reference to the case here, and this is not the issue at all. My account is not suspended, and none of my listings are suspended. This looks like one of those usual copy/paste 'answers' that simply allows someone to close out the case without actually solving or even reading the case.
@SEAmod @Michelle_Amazon @Jim_Amazon @Dominic_Amazon @Glenn_Amazon
LeviDylan_Amazon
Hello @Seller_yoBaUhzkFJuPI,
Thank you for reaching out on the Seller Forums.
I see that you have received policy violations for adding warranty information to your product detail pages and you would like support on how to get this resolved.
I have Case ID: 15543697531 that needs to be escalated
I have checked in on this case and I can confirm that this has been transferred to the appropriate team for review. I would like to continue monitoring this with you. If you receive any updates on this please update this thread. If I see any updates I will do the same.
If you have any additional questions or information to provide, please utilize this thread. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
Seller_yoBaUhzkFJuPI
Please escalate to Felisa in Executive Seller Support. She recently resolved multiple ongoing issues in cases 14720323531, 15048552491, 15048552491 and was AMAZING!! At one point I mentioned to her how confusing the policy is about stating the warranty on the PDP, but there was no violation so there was nothing to do about it at that time. Now that there is a violation I am confident she would be the best person to help. It took almost 8 months to solve those cases, she knows my listings and my entire account inside and out.
Note: I now have multiple cases regarding the current issue I posted here, but case 15543697531 is still the best representation of:
ME: this violation is false, here's the policy that explicitly states warranty must be on PDP
SUPPORT: we don't see a violation
ME: here's the screenshot of the same violation I've already provided multiple times
SUPPORT: it is a violation to mention warranty on PDP, here's a link to an unrelated policy
On a related note, I also have another new violation case 15544310851 where they are saying it is a violation to say the word "PERSONALIZED" and another violation to refer to sterling silver as "precious sterling silver". It is factually correct my listing is customized/personalized. It is factually correct that sterling silver is precious.
@SEAmod @Michelle_Amazon @Jim_Amazon @Dominic_Amazon @Glenn_Amazon @LeviDylan_Amazon
Seller_yoBaUhzkFJuPI
OH. MY. GOD. Why is support sending me a response about a TESTOSTERONE product.... when I SELL JEWELRY!!!
ARE YOU FREAKING KIDDING ME?
Not to mention this ticket is not even about advertising, as the support rep claims.
This is absolute maddening.
@Glenn_Amazon PLEEEEASE escalate to Felisa in Executive Seller Support. This ticket 1,000% fits her criteria to be escalated, because nobody else has or will help. I've had 2 mod responses here that are completely irrelevant to the topic at hand, and as you can see the responses I get from seller support are not even making an attempt to understand the issue at hand.
Seller_yoBaUhzkFJuPI
Still no actual help since I posted here 20 days ago, and I have around 75+ responses in the cases of the same garbage over and over again across all the related cases.
To recap: I have product violations for a 'policy' that does NOT exist, and I have provided proof of an Amazon policy that is EXACTLY the opposite of the non-existent policy that's causing the violation. Cases and policy links have been provided multiple times.
This needs someone higher than regular seller support.
@SEAmod @Glenn_Amazon @Michelle_Amazon @Jim_Amazon @Dominic_Amazon @LeviDylan_Amazon @priscilla_amazon @KJ_Amazon @Jameson_Amazon @CR_Amazon @Manny_Amazon @Bryce_Amazon @Sandy_Amazon @Cooper_Amazon @Stevie_Amazon
