Product Compliance Requests
Hello Sellers,
Amazon takes product compliance very seriously, and we often send requests to provide documentation or make updates to listings to ensure they meet Amazon's guidelines. However, recently, you raised concerns about receiving requests that didn't seem to apply to your products or listings. Were you able to successfully appeal or clarify the issues with Amazon?
By sharing examples of these cases, we can work on improving the accuracy of the compliance processes. Please feel free to share your experiences, examples, and any tips or advice you might have for handling such situations.
Looking forward to your responses!
Julia.
Product Compliance Requests
Hello Sellers,
Amazon takes product compliance very seriously, and we often send requests to provide documentation or make updates to listings to ensure they meet Amazon's guidelines. However, recently, you raised concerns about receiving requests that didn't seem to apply to your products or listings. Were you able to successfully appeal or clarify the issues with Amazon?
By sharing examples of these cases, we can work on improving the accuracy of the compliance processes. Please feel free to share your experiences, examples, and any tips or advice you might have for handling such situations.
Looking forward to your responses!
Julia.
77 replies
Seller_Nprc5XWvdLYk9
we received many requests for toy documentation against video games.
the video games were already in the correct category and many were already rated 16+ or 18+
video games are exempt from toy safety - and although we got them all removed from the request list it did take several goes - with the product compliance team denying our appeals.
we have other products which are 14+ and marked as such on the amazon listing and product packaging and some of these are continually being declined.
we have other products in our inactive inventory that we have no stock of and have not for several years - some of these are currently sold by Amazon retail - yet we are being asked for the documentation against these - even though Amazon sell the products themselves.
I do feel on this latest round compliance requests we are often being used as "gophers" for documents that are either unnecessary or Amazon themselves already have.
One last point - many manufacturers will have the correct documentation for their products but will not supply them to us the retailers (they have no legal obligation to). The documentation often contains commercially sensitive information - such as their own supply chain and manufacturing contractors.
Surely there should be an option for us to self declare products we sell as safe and legal.
we were hit with around 1000 documentation requests from Amazon - we now have the outstanding list down to just under 300.
One group of products in particular are exempt as they are for ages 14+, but often the product pages have been corrupted/overwritten (sometimes by Amazon themselves - but that is another story that @Julia_Amznhas been working on for us) and we do not the necessary edit privileges to fix the pages - but we are frustratingly being held responsible for the problem.
Seller_ZJhFeE3tNKzfh
Most of ours were for goods in the craft category. Not aimed at children (amny required used of a heat source or a kiln/blow torch).
Most are now gone but took several attempts to simply state that the product was not aimed at children.
The issue was on some that the About this product element, someone, at some point had said 'Children should be supervised' - which I would definitely recommend for a product that involves heating to 800 celcious in a kiln.
Julia_Amzn
Thank you for sharing your examples @Seller_Nprc5XWvdLYk9 and @Seller_ZJhFeE3tNKzfh !
Then, the first topic we will work on will be age restrictions and toy categories.
Seller_RlZVPg3d6ZUGP
Most of mine are greetings cards and it takes several attempts to get them cleared as not needing documents
Seller_7pTs15IYXmTOB
Many beauty products contain names that may be the same as other brands, for example "supreme" and it is immediately flagged as a violation. This is causing huge problems because we are forced to remove what is a very important term on the product itself, even according to the manufacturer website and supplier invoice. We are putting ourselves at risk, open to buyer disputes by selling goods that are different to the packaging details or manufacturer given details. (btw I don't have any, I have started to refuse perfectly good offers from suppliers when I see such "problem terms" on the packaging)
A resolution perhaps would be to accept product image, barcode, manufacturer information and allow us to use the accurate product name even if the term is shared by other brands.
Second problem is Hazmat clearance. Manufacturers and suppliers alike tell us "Please note that The Safety Data Sheet is a tool used to ensure information is communicated in an efficient way during the production, storage, packaging and transportation of our products to ensure safe working. As such, this is an internal document and commercially sensitive to our business. However, a list of materials and ingredients used in our products is listed on each product package that you may refer to."
Resolution would be, imho, to accept submissions of evidence of full list of ingredients on the packaging of the unit showing the barcode and units sold in the listing.
Seller_5el4WAbBdKX1z
We sell Rubber Stamps, which may have 100 different models and the same ink goes in to all of the inkpads in each of them.
But Amazon want a SDS for that specific stamp model and say the sheets we provide aren't correct and don't relate to the stamp.
I keep trying to tell them they do not understand rubber stamps and should let us experts offer guidance but they keep rejecting the sheets.
Seller_bTU6KR1ZObRRF
Hello Julia,
Thanks for your reply. No, even after providing the documents and images, we keep getting the same email reply back stating to upload images with the name and address of EU importer!
Thanks,
Seller_bTU6KR1ZObRRF
Hello Julia,
Thanks for your reply. No, even after providing the documents and images, we keep getting the same email reply back stating to upload images with the name and address of EU importer!
Please assist us on this, here are case id; [CASE 9970536402] and [CASE 9970581402]
Many Thanks,
Bargain shack
Seller_Rf4WSAKcE5izB
i can't even get on to list anything, i have done my id 3 times in 6 weeks, picture and driving licence and still i am waiting, i have tried to get a video call and the links i keep getting sent and they don't work on any browser, i have rung the helpline many many times and i just get told to wait 72 hours each time, a week has gone again now and that far more than 72h, they wont even tell me what's wrong as they are just a call centre and cant access any accounts to see what the problem is its just impossible
Seller_qvvCfrpG600kv
We have had 2 supplements removed from sale, asking for qualifications needed, as we try to see which qualifications or edit the listing or anything, it states request approval. No other information from seller support has been given other than it is a restricted product... a product we have been selling for more than 3 years on Amazon which already underwent checks when we first listed the items. Is there a new policy that we have not been informed about?
