Need help with a policy violation
Can one of the @amazon mods please help.
Here is the violation:
I was trying to create a variant listing with 3 existing products. The listing this is about the title somehow became that of another product. So I changed the title back to what it was and got this.
I had account health call me and asked what I needed to do for them to remove it. They said I need to change the title back. I said I couldn't as I couldn't see the listing. They said to call catalog and they would fix it on the back end. I talked to them and they said they couldn't because the lisiting was deleted. Why it was deleted I don't know. So I said all that in the appeal and got the same bot reply below:
We received your submission but do not have enough information to remove the policy warning from your account at this time. To remove the warning, please send the following:
-- The root cause(s) of the policy violation.
-- The actions you have taken to resolve the policy violation.
-- The steps you have taken to prevent this violation in the future.
So I wrote a plan of action with all of those above and sent it and still got the same reply.
I don't know what to do anymore. Can you help?
Need help with a policy violation
Can one of the @amazon mods please help.
Here is the violation:
I was trying to create a variant listing with 3 existing products. The listing this is about the title somehow became that of another product. So I changed the title back to what it was and got this.
I had account health call me and asked what I needed to do for them to remove it. They said I need to change the title back. I said I couldn't as I couldn't see the listing. They said to call catalog and they would fix it on the back end. I talked to them and they said they couldn't because the lisiting was deleted. Why it was deleted I don't know. So I said all that in the appeal and got the same bot reply below:
We received your submission but do not have enough information to remove the policy warning from your account at this time. To remove the warning, please send the following:
-- The root cause(s) of the policy violation.
-- The actions you have taken to resolve the policy violation.
-- The steps you have taken to prevent this violation in the future.
So I wrote a plan of action with all of those above and sent it and still got the same reply.
I don't know what to do anymore. Can you help?
17 replies
Seller_rI7BZIczK8iAC
Are these 3 products of the same brand? Are you the brand owner of this brand?
Emet_Amazon
Hello @Seller_vIX3XpYvep837,
Thank you for posting about a policy warning you received.
So I can assist further in this situation can you provide the ASIN involved? When you attempted to update these were you using an inventory file, or did you update them manually through the manage inventory page?
We received your submission but do not have enough information to remove the policy warning from your account at this time. To remove the warning, please send the following:
-- The root cause(s) of the policy violation.
-- The actions you have taken to resolve the policy violation.
-- The steps you have taken to prevent this violation in the future.
So I wrote a plan of action with all of those above and sent it and still got the same reply.
What did you send to them? You can post your appeal here so we can offer guidance or suggestions on improvements. Did the root cause fully identify what occurred, why it happened and how it violated the mentioned policy? Does the action taken show that you have since corrected and resolved the situation? Did you provide thorough explanation on how you will avoid this situation in the future, including actionable plans if possible?
If you also see that you have not violated this policy, supporting evidence on how the ASIN did not change or is not fundamentally different, this could dispute the situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_vIX3XpYvep837,
Thank you for posting your plan of action.
The root cause(s) of the policy violation
I deeply regret the policy violation and understand the importance of
adhering to Amazon’s guidelines. The violation occurred due to my attempts to create a listing of three existing items and place them in a variant group. I don’t know how the listing name got messed up but it did and during my attempt to fix the listings name back to what it was caused it to look like I was tampering with the name.
When it comes to a root cause we're not looking for any form of apology, this can in some situations even take away from the appeal as a whole. As for the content I can speak you, you mentioned that you attempted to create a variation with three existing ASIN, but at some point the names were adjusted. This sound like the root cause of the situation that you will need to expand on to explain what happened and why.
When you were creating your variation, were you using an inventory file, or manual updates to the ASIN in seller central? If you were using an inventory file, have you downloaded the batch ID information from seller central to confirm what attributes you submitted? What was the original name, what was it changed too? Can you explain your understanding of how these changes resulted in the violation? These specific ASIN, attributes and other key pieces of information need to be discussed so we can gauge your actual understanding of the root cause in this situation.
The actions you have taken to resolve the policy violation
The listing was deleted by amazon and I got rid of the remaining two items in the variant group and put them back to individual listings in case one of them should do what that one did.
I also created a new listing for the listing that was deleted, insuring it was in policy.
Surrounding actions taken to resolve the situation, deleting the ASIN does ensure your inventory is compliant, the creation of a new ASIN is not necessary as its creation is unrelated to the current policy concern. You will want to primarily focus on what you did to correct and fix the current issue. Listing updates "from and to", inventory or account reviews to ensure remaining ASIN comply with this policy.
Reviewing your account to ensure compliance is very important as repeat violations could result in the accounts deactivation, so these actions offer more reassurance to the concerned teams and express not only your understand of what happened but to a point that it was fixed or maintained.
I educated myself on the specific policy requirements to prevent future
violations.
I will research how to create variants more as I admit I was confused by the instructions.
I will also reach out to support for help if this should ever occur again and allow them to fix the listing should it need a major change like this one did.
A good preventative measure in this situation would directly address the root cause. Research is a good tool to use when trying to prevent these types of situations. This would need to include an explanation of what you're researching and how you will apply this to your business creating an actionable implementation that our teams can measure as a solution to these situation. When you were researching our variation policy, can you advise on what you took away and how your current understanding can prevent the root cause from occurring again?
Reaching out to support may not always be reliable and may not prove to be a good solution in this situation. Policies update or change, sometimes without notice. Thus even if provided guidance by support, if an action or listing violates a policy, it would still be considered a valid violation. Sellers are solely responsible for what happens on their account which is why I suggested the actionable solutions above and ensures you are in control of the situation and account.
Speaking of being in control of the situation, you may also want to add a section including how you will manage and maintain compliance moving forward, which will offer additional reassurance on future compliance with this policy. Will you monitor these policies, or review them prior to creating listings. Provide when and how you will do something if possible to further express how you will meet these requirements moving forward.
As it has been a few days, I am unsure if you have since updated your appeal but I would recommend these changes based off what you provided here. These additions will help further express your understanding of the situation as a whole, resolutions, and actionable solutions and how you will maintain them.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
