Need advise about restriced product

Account Health
21

No @Kika , we immediatelly delete the product for witch one we receive notification. Then we heck our catalogue and delete all items that we source from this manufacturer. All similar items were deleted without notification. We continue to sell only the products from our own brands until we were suspended.

Now we prepare invoices and SDS documents for this product.

I do not understand what this mean: AN EXPLANATION OF WHY THE DEACTIVATION SHOULD BE REVERSED

Is this mean to write a PoA for Restricted product violation or something else ?

22

@Kika I also have this options:

Your explanation should include the following information:
– How your account has not violated the Amazon Restricted Products policy
– Evidence that shows that your account complies with the Amazon “Restricted Products” policy

but nobody can explain to me is this a POA or Free text ? I contact seller support and they tell me that they cannot tell me what I have to write.

May I have your assistance ?
Thank you in advance

23

But are the products sold under your own brand also related to CBD? The warning was not linked to other brands, but a whole product category. You should have removed everything.

So, this really indicates that you continued selling similar products, because they are not giving you a chance to say that you will stop selling restricted products. They will only reinstate you if you prove that your items were not restricted.

24

Thank you very much for your answer @Kika . In this case maybe we have to delete our entiry catalogue, and write a PoA. For requested product in the notification we can provide SDS showing that it is not a drug and invoices from manufacturer. But if there are a related items, how i can know about witch one they ask for evidence ? Is it enought to delete all my items and confirm in PoA that i will startadding ASIN from ZERO ?

25

As you can see from the deactivation communication, they are not offering you the option to delete your catalogue, they just want evidence that your account hasn’t violated the policy.

But if the product contains CBD and it is a drug, then the documents won’t be accepted. Do you have any title or information about the product which you could share here?

26

@Kika this is the name:

Pommade naturelle soins de douleurs articulaires

Herbal ointment with hemp oil. We have a THC level statement from the manufacturer of the hemp oil. We also have a SDS document for the ointment confirm that it is a cosmetic skin care product with CPNP Registration number.

I understand that it will be quite difficult or impossible to save my account. But I don’t want to give up without trying everything and that’s why I’m asking for your help.

1 Like
27

Amazon prohibits the sale of any CBD products. This means that they will ignore any certificates or documents proving other aspects of the product.

You have received warnings and options to remove similar listings.

If your entire business model revolves around the sale of products containing cannabis, then you need to rethink, whether you are willing to find completely different inventory and then appeal by stating that you won’t sell any such products again.

28

Thank you very much for this explanation @Kika

At this moment I am unable to add new products to my inventory because the profil is deactivated.
Do you think that i can write a POA, following your advice to start working with new inventory - completely different and provide them invoice for this inventory ?

Or if you have an idea how to do it I would be grateful to read your advice.

1 Like
29

Yes, you should write a Plan of Action stating that you will be getting a new inventory.

Here is an example Plan of Action, but don’t copy it:

IMG_2446
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30

Thank you very much @Kika
If I succesully appeal the restriction I will share my PoA here for other customer.

I have one last question, when we appeal our account deactivation there are an option for adding this:

  • Supporting evidence for the explanation above, including but not limited to invoices, receipts, orders or emails.

For example this could be invoices for another brand that we want to sell and withc one do not break this policy or something else ?

1 Like
31

Yes, of course. Just be careful and don’t copy the Plan of Action in full. Address your specific situation.

32

Hi @Kika,
Today amazon reject our POA. Here it is:

Dear Amazon Seller Performance Team,
Thank you for providing me this opportunity to appeal my seller account’s suspension for listing drugs products prohibited from sale in Amazon.

A) What went wrong

I failed to read Amazon guidelines and applicable laws about the resale of drugs and dietary supplements, especially the Restricted Product policy.
Going through last notifications I understand that the primary reason for this Restricted Product Policy violation is specifically the sale of illegal drug, which is prohibited on Amazon.

ASIN: B003QYYMUG, Title: Pommade naturelle soins de douleurs articulaires

I take full responsibility for this issue and would like to share my Plan of Action where describe how I will prevent from repeating this.

B) What we have done to fix the problems

  1. I immediately closed all listings, created removal orders and remove all products from my inventory.

ASIN: B003QYYMUG
TITLE: Pommade naturelle soins de douleurs articulaires

  1. After receiving the notification, we informed all customers who purchased the product, warned them not to use it and refunded their orders.

  2. I have carefully reviewed all Amazon policies, guidelines and help pages. Special attention was paid on the ones regarding the sale of drugs and dietary supplements on Amazon and understood all the requirements to get my account fully compliant.
    This Includes: “Offering veterinary and human medicines on Amazon”, “Drugs, Drug Paraphernalia and Dietary Supplements”, “Category, Product and Content Restrictions” and all Amazon policies, guidelines and help pages especially the ones regarding the sale of medicines on Amazon.

https://sellercentral.amazon.de/help/hub/reference/GJUWVAAECZYD7HHR?ref_=xx_swlang_head_xx&mons_sel_locale=de_DE&languageSwitched=1
https://sellercentral.amazon.de/help/hub/reference/G201743940
https://sellercentral.amazon.fr/help/hub/reference/200301050
https://sellercentral.amazon.de/help/hub/reference/G201743990
https://sellercentral.amazon.de/help/hub/reference/G201567350

  1. Me and all employees educated ourself about the products witch are prohibited for sale and cannot be listed following Restricted Products Policy, applicable laws, Examples of Prohibited Listings, Prohibited Product Claims and will continue to use the page as a reference, prior to adding any new listings, to ensure full compliance with Amazon policies.

  2. We have educated all our employees about productss that are prohibited from sale and cannot be listed in Amazon. This encomplasses sale of products that don’t comply with labeling requirements, products containing prescription-only drugs and active ingredients, the sale of dietary supplements and information about the labeling of cosmetics.

  3. We have performed a complete check of the available inventory on Amazon and in our personal warehouse.

C) What we have done to prevent the problems from happening again in the future

We already delete all inventory from this marketplace in order to be completely sure, that our listed products do not brake Amazon policies. Also we created a list where information for Restricted Product is colected and checked to avoid future relist.

We stop BIL-connection (Build International Listing) to prevent listing creation without our specialist check it.

We have started to invest time into ensuring our business operations are aligned with all Amazon’s policy and agreements. All employees are required to review Amazon’s policies, especially Restricted Products, every 30 days or when requested. We create a checklist for periodic staff training and product updates as a prevention of repeat infringement.

To prevent future policies violations we consulted with a law specialist and medical specialist to determine if each of our products is permited for sale. Product that cannot be confirmed won’t be listed.
Prior to listing new products we will ensure that they are permitted for sale and compliant with all Amazon policies and relevant laws. Fully verified by Me and at least 2 specialists.

We will continue to list products only from our own brands, sourcing products directly from the manufacturer when we are not the manufacturer personally.

All orders will be processed through Amazon Fulfilment Channel (FBA) to ensure high quality customer service.

I will ensure that all Performance Notifications and e-mail notification received from Amazon will be daily reviewed and understanded.

We add 2 invoices showing that we start sourcing products from our brand “XXXXXXXX” –fishing accessories. Where the manufacturer of the products is XXXXXX. We plan to work only with our brand as a part of the prevention.

I am confident that this plan of actions effectively resolves all the issue and will prevent its recurrence.

HERE IS THE ANSWER:

Hello,

Thank you for submitting your appeal. After reviewing your account and the information that you provided, we have determined that your Amazon.fr selling partner account will remain deactivated.

We reached this decision because you listed products that are not permitted for sale on Amazon.fr and failed to submit evidence or documentation demonstrating that your account has not violated our “Restricted Products” policy. If you have questions about this policy, go to “Category, Product and Content Restrictions”:
亚马逊

To reactivate your account, submit evidence or documentation demonstrating that your account has not violated our “Restricted Products” policy.

You can submit your appeal by clicking “Reactivate your account” on the banner at the top of your “Account Health” page and following the instructions provided:
https://sellercentral-europe.amazon.com/performance/dashboard?reftag=ah_em_rp

We’re here to help
If you have questions about this policy or your account, you can contact us:
https://sellercentral-europe.amazon.com/cu/contact-us

What happens if I do not send the required information?
Without proof of compliance with our policies, your account will not be reinstated. If we do not receive the required information, your account will remain deactivated and funds in your account may be held for 90 days.

Has your account been deactivated in error?
If you believe that there has been an error, and these products are permitted for sale on Amazon, please submit an explanation by clicking “Reactivate your account” on the banner at the top of your “Account Health” page:
https://sellercentral-europe.amazon.com/performance/dashboard?reftag=ah_em_rp

Your explanation should include the following information:
– How your account has not violated the Amazon Restricted Products policy
– Evidence that shows that your account complies with the Amazon “Restricted Products” policy

If we confirm that your account has violated our “Restricted Products” policy, your account will remain deactivated.

@Kika Can you give me advise what to do ? Change the PoA or what kind of evidence to prepare ? All advice are appreciated

33

From the response’s wording, it seems like you repeatedly had similar products removed and you continued to sell them. I have seen suspensions like these and the only way how to reinstate your account is effectively to prove and demonstrate that you genuinely won’t sell similar products again.

What about your other Amazon marketplaces? Are they still active? Do you still have the same items listed?

Also, the Plan of Action really needs improving. The language isn’t good enough. You also need solid evidence of seeking to start selling different products.

34

Hi @Kika , now we check, our notification is from 11.05. Before this date we have 1 RP notification for a product that was translated by Amazon (BIL System) and was removed and after this we have 1 that we succesfully Acknowledge.

Regarding other EU accounts - they are active and work. Simillar products were removed and we continue to work with our brands there.

What kind of improving we need? When we write a PoA we usually use simillar words like WE ALREADY DONE, WE DO, WE START, WE WON’T, WE CONFIRM.

Can you give me example of evidence, we deleted our entyre catalogue and we are unable to add products to our inventory, like a kind of proove that we want to sell only our brands.

After this rejection of our PoA, we have this screen in AH menu.

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35

Yes, this is what I was concerned about. When Amazon can see that you continue selling the same products on other international Amazon marketplaces, they will not accept a story about you starting to sell completely different type of products from now on.

I have seen many other sellers in a similar situation like you, when they had just one marketplace blocked over restricted products and were free to continue selling elsewhere. Amazon would just not reinstate that one marketplace.

36

Hi @Kika
In this case your advice look like:

  • 1st step - close and remove all similar product from all marketplaces
  • 2nd step - crate removal order for product in FC
  • 3rd step - confirm that we stop working with this supplier

And describe all this in PoA ?

P.S. We find that 2 of our competitors have already reinstant there profils and continue to sell on this blocked marketplace.

37

The fact that your competitors were reinstated could indicate that they handled the complaints / warnings differently.

It might be the case that their whole inventory isn’t just CBD products. Amazon can see that there is a prospect of them actually not continuing to sell the items. Whilst in your case, they can see that this is your entire business.

I don’t think that the specific supplier is the problem, this is concerning the whole category of products. That’s why if you want to have this marketplace reinstated, you need to convince Amazon that you won’t be selling similar products again.

38

Thank you very much for this instruction @Kika

can you give me an example of how to convince them? What do they expect to read because I can’t find an appropriate expression. Thank you in advance

1 Like
39

As already mentioned, if Amazon can see the same products active on other international Amazon marketplaces, it is unlikely they will agree to reinstate you.

40

@Kika, here I sent you our last PoA that was rejected, All steps in it are made, all simillar products are removed from all marketplaces, also all products sourced from this supplier are removed and removal orders were placed for products that we sent in FC. I also find that Amazon also sell this item in other EU markets.

What do you think we can change ?

Dear Amazon Seller Performance Team,

I appreciate the opportunity to appeal the suspension of my seller account related to the listing of prohibited drug products on Amazon. I take full responsibility for this oversight and have developed a comprehensive Plan of Action to rectify the issue and prevent any future violations.

A) What went wrong:

I neglected to thoroughly review Amazon’s guidelines and applicable laws regarding the resale of drugs and dietary supplements, particularly the Restricted Product policy.

Specifically, the violation pertained to the sale of an illegal drug, identified as:

• ASIN: B003QYYMUG, Title: Pommade naturelle soins de douleurs articulaires.

B) Actions taken to fix the problems:

Immediately upon notification, all listings were closed, removal orders were initiated, and all relevant products were removed from my inventory.

• ASIN: B003QYYMUG, Title: Pommade naturelle soins de douleurs articulaires.
• Removal Orders ID: 240801KZW_0

I have diligently studied and fully comprehended Amazon’s policies, guidelines, and help pages, with particular emphasis on those pertaining to Drugs, Drug Paraphernalia and Dietary Supplements and Category, Product and Content Restrictions.
https://sellercentral.amazon.de/help/hub/reference/G201743940
https://sellercentral.amazon.de/help/hub/reference/G201743990

Myself and all employees have undergone extensive education regarding prohibited products and Amazon’s policies. We now consult Amazon’s guidelines rigorously before listing any new products.

All products sourced from this supplier have been removed from our catalog in all Amazon markets and our warehouse, all ASINs were added in our Restricted Products List as a guarantee that they will not be listed on Amazon again. Removal orders have been created and completed:

• Removal orders ID: 240801YMO_0, 240801YMM_0, 240801KZW_0

A thorough inventory check was conducted across Amazon and our personal warehouse to ensure compliance.

C) Preventive measures implemented:

All inventory on this marketplace has been deleted to ensure no further policy violations occur before we confirm the compliant of all items with Amazon policies and applicable laws. We have instituted a strict vetting process for relisting products.

The supplier from whom I received listed products has been notified of the discrepancy. We have discontinued working with it as a precaution to ensure that we do not stock products from the banned list.

We have discontinued the Build International Listing (BIL) links to prevent products from being inadvertently listed without proper oversight.

All new products will undergo thorough verification by myself and at least two specialists before being listed.

We have sought counsel from legal and medical experts to verify the legality of each product before listing. Products that cannot be confirmed as compliant will not be listed.

Regular training sessions and updates on Amazon’s policies, particularly Restricted Products, are now mandatory for all employees. We have developed a checklist for this purpose.

I commit to reviewing and understanding all Performance Notifications and email communications from Amazon on a daily basis.

I am confident that these actions address the issue comprehensively and will prevent any future policy violations. I appreciate your consideration and look forward to your positive response.

Sincerely