Subject: Fully Licensed Health Canada Medical Class 2 Device – Unable to Reactivate ASINs
Request Moderator Assistance,
I am reaching out regarding the delisting of two fully licensed Class II medical ASINs on Amazon Canada, both of which comply fully with Health Canada regulations and are listed on Health Canada's MDALL (Medical Devices Active Licence Listing). Despite our efforts to provide all required documentation to confirm their licensing and compliance, we have encountered challenges in reactivating the ASINs due to generic multiple responses from Amazon.
We have appealed and provided the information requested, including the license number and product ID, via attachments in the appeal. However, we continue to receive the same generic responses asking for the same information that has already been submitted and uploaded as attachments.
Details of the Issue:
ASIN 1: B0DRW7LFCL
Case ID: 16940387521
Details: We have been asked to:
"Upload the valid Medical Device License (MDL) and Device ID for the device (using the Safety and Compliance tab in Seller Central) or Authorization and Device ID for UPHN medical devices in ASIN details."
However, as the ASIN is currently delisted, the edit function is disabled, preventing us from uploading the requested documentation directly.
Documentation Attached in Appeal:
Valid MDL and Device ID details were added as an attachment.
Screenshots of the Health Canada license.
Links to the live Health Canada MDALL database confirming compliance.
ASIN 2: B0DSJX2Y3S
Case ID: 16994734051
Generic Response from Amazon:
"Why did this happen? This product has been identified as a ........ Amazon policy prohibits the listing or sale of ........ on Amazon.ca. For more information, please refer to our medical devices listing policy."
Clarification: The device ID fully licensed under Health Canada regulations as a Class II medical device and is listed on Health Canada's MDALL database.
Documentation Attached in Appeal:
Valid MDL and Device ID details
Screenshots of the Health Canada license.
Links to the live Health Canada MDALL database confirming compliance.
Request for Escalation:
We kindly request your assistance in escalating this matter to the appropriate team for resolution. Both products meet all Health Canada regulations, and we can provide the necessary documentation to confirm their compliance.
We are happy to provide any additional documentation needed and sincerely would appreciate your help with this issue.
@Emet_Amazon @Christine_Amazon @Ricardo_Amazon @Atlas_Amazon @Levi_Dylan_Amazon @Daryl_Amazon
Subject: Fully Licensed Health Canada Medical Class 2 Device – Unable to Reactivate ASINs
Request Moderator Assistance,
I am reaching out regarding the delisting of two fully licensed Class II medical ASINs on Amazon Canada, both of which comply fully with Health Canada regulations and are listed on Health Canada's MDALL (Medical Devices Active Licence Listing). Despite our efforts to provide all required documentation to confirm their licensing and compliance, we have encountered challenges in reactivating the ASINs due to generic multiple responses from Amazon.
We have appealed and provided the information requested, including the license number and product ID, via attachments in the appeal. However, we continue to receive the same generic responses asking for the same information that has already been submitted and uploaded as attachments.
Details of the Issue:
ASIN 1: B0DRW7LFCL
Case ID: 16940387521
Details: We have been asked to:
"Upload the valid Medical Device License (MDL) and Device ID for the device (using the Safety and Compliance tab in Seller Central) or Authorization and Device ID for UPHN medical devices in ASIN details."
However, as the ASIN is currently delisted, the edit function is disabled, preventing us from uploading the requested documentation directly.
Documentation Attached in Appeal:
Valid MDL and Device ID details were added as an attachment.
Screenshots of the Health Canada license.
Links to the live Health Canada MDALL database confirming compliance.
ASIN 2: B0DSJX2Y3S
Case ID: 16994734051
Generic Response from Amazon:
"Why did this happen? This product has been identified as a ........ Amazon policy prohibits the listing or sale of ........ on Amazon.ca. For more information, please refer to our medical devices listing policy."
Clarification: The device ID fully licensed under Health Canada regulations as a Class II medical device and is listed on Health Canada's MDALL database.
Documentation Attached in Appeal:
Valid MDL and Device ID details
Screenshots of the Health Canada license.
Links to the live Health Canada MDALL database confirming compliance.
Request for Escalation:
We kindly request your assistance in escalating this matter to the appropriate team for resolution. Both products meet all Health Canada regulations, and we can provide the necessary documentation to confirm their compliance.
We are happy to provide any additional documentation needed and sincerely would appreciate your help with this issue.
@Emet_Amazon @Christine_Amazon @Ricardo_Amazon @Atlas_Amazon @Levi_Dylan_Amazon @Daryl_Amazon
0 replies
Ricardo_Amazon
Hello @Seller_Q9uZPEn48B6ue,
Ricardo from Amazon here.
I've sent this information to our Escalations team. Once I receive a response I will be letting you know.
Seller_Q9uZPEn48B6ue
Again requesting moderator assistance,
The appeal for ASIN: B0DSJX2Y3S Case ID: 16994734051 was successful after escalation. Last month on Jan 21, 2025 I received this message.
"We received your appeal for the ASIN B0DSJX2Y3S. We have started the process of reinstating the product detail page, and you may relist the product as needed. Please note that the reinstatement may not take effect immediately but the process should be completed within the next 2 business days."
It was active for a month and yesterday Feb 25, 2025 it was AGAIN delisted for the same class 2 medical device policy violation. This product is fully licensed by Health Canada and all information was provided to prove compliance as such on Jan 21, 2025 the ASIN was reinstated.
Now ASIN: B0DSJX2Y3S is again delisted asking me to complete a new Restricted Products Appeal. The new Appeal case number is 17287001141
I have again provided the Health Canada Valid MDL and Device ID details as an attachment, Screenshots of the Health Canada license, Links to the Health Canada MDALL website showing the license is active and up to date, Picture of packaging showing the device id on the packaging.
All of this was provided last month and now I have to repeat this process again just 30 days after the ASIN was just reinstated. Any assistance escalating this would be very grateful.
@Emet_Amazon @Christine_Amazon @Ricardo_Amazon @Atlas_Amazon @Levi_Dylan_Amazon @Daryl_Amazon
