Restricted Product Policy Violations - Canada, Classified as Class II Medical Device and Request for Medical Device License (MDL)
ur product has been listed on Amazon Canada since mid-July. On November 1st at 16:07, we received an initial product restriction notice and promptly prepared and submitted our appeal by November 1st at 18:27. Our case ID is "16590447321." We have not received any response from Amazon since then. To follow up on our initial appeal, we contacted support on November 4th and were informed that the Product Safety team would reach out within 24 hours. The case ID for this inquiry is "16600716271." Despite this, no response has been received from Amazon. To further follow up, we contacted support again on November 9th with case ID "16633258111." Support advised us to "kindly disconnect this live chat because the dedicated team does not support live chats; after disconnecting, you can reconnect with them." It has now been two days, with still no response.
Despite our numerous attempts to resolve this, Amazon delisted our product on November 3rd. Our product is not a medical device, and we make no claims that it is. Our listing was reviewed by our legal consultant for any potential Amazon policy violations and was cleared before the product was listed. Nonetheless, we have asked Amazon to clarify what triggered the Class II medical device classification so that we can address the issue, but we have received no response.
While our product remains delisted, there are 31 pages of products in our category on Amazon Canada that are allowed to continue their business. Thanks to Canada's transparent medical device licensing system, we can query the database for medical device licenses and confirm that other products in the same category do not hold an MDL either.
Once again we kindly request that this case be escalated to ensure a timely response.
@Emet_Amazon @Christine_Amazon @Ricardo_Amazon @Atlas_Amazon @Levi_Dylan_Amazon @Daryl_Amazon
Restricted Product Policy Violations - Canada, Classified as Class II Medical Device and Request for Medical Device License (MDL)
ur product has been listed on Amazon Canada since mid-July. On November 1st at 16:07, we received an initial product restriction notice and promptly prepared and submitted our appeal by November 1st at 18:27. Our case ID is "16590447321." We have not received any response from Amazon since then. To follow up on our initial appeal, we contacted support on November 4th and were informed that the Product Safety team would reach out within 24 hours. The case ID for this inquiry is "16600716271." Despite this, no response has been received from Amazon. To further follow up, we contacted support again on November 9th with case ID "16633258111." Support advised us to "kindly disconnect this live chat because the dedicated team does not support live chats; after disconnecting, you can reconnect with them." It has now been two days, with still no response.
Despite our numerous attempts to resolve this, Amazon delisted our product on November 3rd. Our product is not a medical device, and we make no claims that it is. Our listing was reviewed by our legal consultant for any potential Amazon policy violations and was cleared before the product was listed. Nonetheless, we have asked Amazon to clarify what triggered the Class II medical device classification so that we can address the issue, but we have received no response.
While our product remains delisted, there are 31 pages of products in our category on Amazon Canada that are allowed to continue their business. Thanks to Canada's transparent medical device licensing system, we can query the database for medical device licenses and confirm that other products in the same category do not hold an MDL either.
Once again we kindly request that this case be escalated to ensure a timely response.
@Emet_Amazon @Christine_Amazon @Ricardo_Amazon @Atlas_Amazon @Levi_Dylan_Amazon @Daryl_Amazon
13 replies
Seller_Yhzkv2FE2Hqdo
oday marks the 13th day since our appeal and the 11th day since our product was delisted. We have yet to receive any response from Amazon, and no one has been assigned to our cases.
@Sunnie_Amazon @Nano_Amazon
Seller_i5ZbjMzSTcrhe
Same here, no response. Investigation still in progress. My guess is that nothing would happen before black Friday.
Seller_Yhzkv2FE2Hqdo
Here is an update regarding our case: After not receiving any responses, I attempted to reach out to Seller Support once again. This time, instead of using chat or email, I opted for the "Call Me" option.
Unfortunately, the phone support was not helpful, as the representative advised me to wait 2-3 days and created yet another case—bringing the total to five open cases. However, it seems that Seller Support opened the new case for the U.S. store instead of the Canadian one.
Amazon has been responsive for the U.S. store, and I received a message stating that there are no restrictions on the ASIN. This is correct for our U.S. listing, as it is active. However, the Canadian listing remains delisted. We requested that they check our Canadian page, and they responded, saying they had reviewed our submission and initiated the process of reinstatement, which was supposed to take two business days.
It has now been four days, and we are still waiting for the reinstatement. Despite our efforts, we keep receiving the same response: that there are no restrictions, prompting us to reply kindly asking them to check our Amazon.ca page and proceed with reinstatement. This repetitive cycle makes it feel like we are speaking to an automated bot rather than actual Seller Support, as we have received the exact same response three times now.
@Christine_Amazon@Ricardo_Amazon @Daryl_Amazon @Sunnie_Amazon @Nano_Amazon
