Need advise about restriced product

Account Health
41

This Plan of Action is still not good enough, it is really brief. For example, in the initial part where you are explaining why was the product restricted, you are merely quoting the product title:

The Plan of Action doesn’t really address why were the listings prohibited, why did you list them, how will you prevent the sale of CBD products, what processes will be in place, what resources have you studied.

Here is what they originally asked for:

Provide an strong appeal including (root cause, corrective measures and preventive measures) explaining how and why the products) listed above had been added to your inventory. How do you avoid any further similar violations in the future (resources to review product restrictions)?

2 Likes
42

Thank you very much for your Help @Kika
Today we submit new PoA and we get same answer:

Dear Amazon Seller Performance Team,

I appreciate the opportunity to appeal the suspension of my seller account. I take full responsibility for this violation and have developed a Plan of Action to rectify the issue and prevent any future violations.

A) What went wrong:

We failed to review Amazon’s guidelines and the relevant laws concerning the resale of drugs and dietary supplements, particularly the Restricted Product policy.

The lack of verification of the active ingredients included in the composition of the product led to the listing of the prohibited product containing CBD (Cannabidiol) in our inventory and a violation of Amazon’s policy.

• 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

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

All products for which we do not have information on the active ingredients especially about the containing of CBD, or cannot determine as authorized for sale 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

C) Preventive measures implemented:

We have implemented a comprehensive verification process for our products by deleting all inventory on this marketplace to ensure there are no further policy violations before confirming compliance of all items and their active ingredients with Amazon policies and applicable laws.

Summary list of Prohibited Products or ASINs and Active Ingredients such as CBD (Cannabidiol) and similar has been created to prevent the inadvertent entry of such Restricted Products into the catalog.

We have created an Active Ingredients Database for each product in our catalog including a Safety Data Sheet (SDS). Also we have confirmation of compliance from at least 2 employees.

We have introduced a regular practice of extensive training for all employees regarding Category, Product and Content Restrictions and all Amazon’s policies. We now consult Amazon’s guidelines and external sources rigorously before listing any new products.

I have sought counsel from legal and medical experts to verify the legality of each product in our warehouse and products that cannot be confirmed as compliant with Amazon policies and applicable laws in the country will not be listed.

Build International Listing (BIL) connection was removed to prevent products from being inadvertently listed without proper oversight from at least 2 employees

The supplier of the prohibited products has been notified of the non-compliance. We have discontinued it as a precaution to ensure that we do not stock products from the restricted product list.

All new products will undergo thorough verification by myself and confirmed in compliance with Restricted Product Lists and Active Ingredients Lists before being listed.

Regular Training sessions on Amazon’s policies, particularly Restricted Products, are introduced every 14 days.

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.

This is the answer.

Screenshot_1
Screenshot_1734×666 137 KB

What we have to do in this case ? What we have to change in our PoA or we need to submit documents ?

43

HAVE YO GOT REINSTATED??

44

Hello @Arkesh , no we are still deactivated. We do not understand this situation. What proof of compliance means, if this is not all documents that we sent like SDS, Laboratory certificate and invoices from manufacturer what we have to do in next step?

45

i have same issue if you get reinstated then please contact me

46

@zennerr @Arkesh Have you guys tried contacting the Account Health Team? they will tell you what else is needed and why was your Plan of Action rejected.

1 Like
47

Hi @Kika
yes, we already contact them and they tell us that they are unable to help us because different team check our PoA.

We are still deactiavted and in deadlock.

What you think we can do ?

48

But ask them what did the notes from Amazon say, why they rejected the Plan of Action.

49

Hi @Kika
here we want to share some information about our case.
We contact Selller support, and they give us this advice:

“It is advised to just provide only the POA nd the ingredient list of the product (no other document ) once again.”

We do that and we reiceive same answer and rejection:

"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.
"

50

After this we contact them again and they write this:

You can refer to the performance notification sent on 9 July 2024.

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

We write new Explanation in form of PoA, provide documents and we receive rejection again.
Now we contact them again and at this moment we wait for an answer.

This morning we receive this answer:

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

@Kika Thank you very much once again about your time that you spend regarding our case.

51

They will need you to give them some certificates, laboratory reports and similar.

52

Hello @Amjad we already sent them: SDS, Laboratory Analisys, THC statement and invoices.
All documents stamped and signed by manufacturer.

53

Do the statements, reports and other documents have a recent date of issuance within the past 180 days?

54

I agree with what @uman786 said. These certificates, lab reports and any other documents need to be recent ones, they should be also notarized.

55

Thank you very much for this point of view @Kika and @uman786 . I will prepare new PoA and will request new documents because they are issued before more than 180 days.
I will keep you informed about the process.

56

Good morning friends @Kika @uman786
We immediatelly ask the manufacturer for documents and provide them with PoA.
Same answer, rejection + “To reactivate your account, submit evidence or documentation demonstrating that your account has not violated our “Restricted Products” policy. 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.”

57

We receive additional information by e-mail:

"I’ve reviewed your information and found that we are only able to reinstate your account if there is evidence the enforcement was taken in error.

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"

@Kika Can you share with me woh this explanation should look like ?
Is it a kind of PoA or a free text, providing again same documents ?

Thank you in advance

58

Unfortunately, this indicates that there have been numerous occasions when violations were issued in the past, prior to the deactivation, when no corrective action was taken.

If you have listings removed repeatedly with a warning saying that if you don’t go through your listings and remove similar ones, your account will be deactivated, they will not take this lightly.

But I have another suggestion. The appeal clock always resets after one year.

This means that you could restart appealing from zero after one year from now. At that point, they may be able to accept a regular Plan of Action.

Currently, it is impossible to appeal as they are insisting on proof that the CBD products were not restricted, when they in fact were.

59

Thank you very much for this information @Kika. It is important to know that I can try again (no matter that it is about one year later)

Just want to tell you that in Amazon policy it is described that products that containing HEMP SEED OIL are permitted for sale, and in my SDS it is clearly stated that the product contact only HEMP SEED OIL.

Here we copy this text from policy:

"All hemp products that do not contain CBD, THC or other cannabinoids must be permitted by Amazon policy, have the ingredients attribute populated correctly and be described appropriately.

To continue listing these products, you must meet all of the requirements outlined below and on the Drugs, Drug Paraphernalia and Dietary Supplements Seller Policy page.

  • Products must clearly state that they only contain hemp seed oil in the Ingredients field."

This is why we trust that we were deactivated in error. But they continue reject our appeal.

60

why isn’t it visible?