Amazon ASIN Removal and Compliance Issues
Hi,
We've been selling our watches on Amazon for years and are compliant with brand-holder requirements. However, with the new federal law, our watches must now be tested and comply with 16 CFR 126.3 - the safety standard for button cell or coin batteries and consumer products containing such batteries.
Initially, our watches were tested at an internationally recognized lab in Geneva and the reports were submitted. Unfortunately, Amazon rejected these reports. We then sent the watches to another lab recognized by Amazon and listed them on their suggested lab's list.
By the time we received the results/reports from this lab, our ASINs had already been removed. Amazon has removed the ASINs from the Compliance Document Requirements section of our account.
Despite raising several cases and highlighting the urgency of the issue, we've had no success. We continue to receive generic system-generated emails stating that the case has been passed to an internal team, but it seems that no human is actually involved in resolving our issue.
We're wondering if any other vendors/sellers have faced similar issues and how they were able to resolve them. Any advice or experiences you can share would be greatly appreciated.
Amazon ASIN Removal and Compliance Issues
Hi,
We've been selling our watches on Amazon for years and are compliant with brand-holder requirements. However, with the new federal law, our watches must now be tested and comply with 16 CFR 126.3 - the safety standard for button cell or coin batteries and consumer products containing such batteries.
Initially, our watches were tested at an internationally recognized lab in Geneva and the reports were submitted. Unfortunately, Amazon rejected these reports. We then sent the watches to another lab recognized by Amazon and listed them on their suggested lab's list.
By the time we received the results/reports from this lab, our ASINs had already been removed. Amazon has removed the ASINs from the Compliance Document Requirements section of our account.
Despite raising several cases and highlighting the urgency of the issue, we've had no success. We continue to receive generic system-generated emails stating that the case has been passed to an internal team, but it seems that no human is actually involved in resolving our issue.
We're wondering if any other vendors/sellers have faced similar issues and how they were able to resolve them. Any advice or experiences you can share would be greatly appreciated.
13 odpowiedzi
Seller_LImVvUWeyiCfQ
If you plug in the ASIN under Add Products, do you then have the opportunity to Apply to Sell and submit your test report there?
Manny_Amazon
Hi @Seller_G4q5WVDvKz6kw,
Thanks for posting to the Forums. If you could share your most recent case ID related to this inquiry, I'll review and provide thoughts and advise on next steps in the process.
Regards,
- Manny
Seller_G4q5WVDvKz6kw
Thank you, Manny.
As this issue has been lingering for a significant period, and we have nearly missed all prime selling season opportunities, we still have a chance to sell before the season concludes. We kindly request that you expedite this process on your end by urging your team to prioritize this specific case and reinstate the ASINs. Your assistance in this matter would be greatly appreciated.
Manny_Amazon
Hello @Seller_G4q5WVDvKz6kw,
I am not able to escalate cases that are still open and being worked on. You will need to give them more time to review the details and provide an update.
Thanks for your understanding.
Regards,
- Manny
Seller_G4q5WVDvKz6kw
Hi Manny,
Thank you for your reply. I am writing to inquire about the following error message:
Invalid attribute value(s) found: [{"attributeName":"[compliance_media]","reason":"Invalid enumerated value 'html' for attribute '[compliance_media]'."}]
I have been consistently submitting links to the compliance documents, which are stored on our cloud drive and shared with your support team for download and review. However, we continue to receive this error message.
Could you please explain the meaning of this error message and how to resolve it? Alternatively, are there any other acceptable methods for submitting the compliance documentation links for your review?
This issue has been a significant source of frustration, and we would greatly appreciate your assistance in resolving the reinstatement of our products as quickly as possible.
Sincerely,
Best regards,
Hasmik
Manny_Amazon
Hi @Seller_G4q5WVDvKz6kw,
Case 16786023301 is now pending your response. Please refer to the last update in it and provide the requested information.
Regards,
- Manny
Seller_G4q5WVDvKz6kw
Dear Manny,
The information they need is all right there in the files we submitted. But it seems like nobody on the support team even bothers to look at them properly.
Dealing with the support team has been a nightmare. They're unresponsive, they keep passing our case around, and nobody seems to be able to actually help.
I've asked for the higher management team's contact info several times, but nobody's given it to me.
This has been dragging on for months, and it's costing us a fortune. We're losing money every day this is unresolved.
Please, can you personally look into this? I really need your help to get this sorted out.
Thanks,
Hasmik
Manny_Amazon
Hello @Seller_G4q5WVDvKz6kw,
Case 16786023301 is open and actively being looked into. I'm not able to escalate cases that are still open with Seller Support. Please allow the team time to review this and get back to you with an update. If you see that the case resolves later and still need help, let me know here and I'll look into seeing what options exist for escalation.
Regards,
- Manny
Seller_G4q5WVDvKz6kw
Hello again Manny,
Please take a look at my case and advise on what's going on. It has been months already, and the Amazon crew cannot or does not seem willing to resolve our case. This is only for reinstatement of items that have all the required compliance documents submitted. I would highly appreciate your prompt attention and resolution of this case.
Best,
Hasmik
Manny_Amazon
Hello @Seller_G4q5WVDvKz6kw,
I've reviewed the case and it is still being actively looked into. Please allow them the time to review this and provide updates.
Regards,
- Manny
Seller_aDE7S3giURDay
Hasmik, where can I find this General Certificate of Conformity thanks from a fellow frustrated watch seller.
