Cosmetic products restricted due to Health Canada (NPN/DIN)
A number of our Cosmetic products made in a reputable factory have been taken down due to Amazon policy compliance. They have been incorrectly identified as natural health products.
The issue has been ongoing for months now and we have tried numerous times to remove any ambiguous claim from the listing. We have provided a series of new images and have resubmitted appeals again and again with always the same negative response.
This has been a frustrating experience and we are ready to close our business on Amazon since the help and support has been worse than useless. They even sent a threatening email telling us not to take down and resubmit a listing as some sellers have suggested.
Is there anyway to get professional help with this? To speak with someone who can tell us what exactly is wrong with the listing. Which wording is causing issues or image. We have stripped listings bare that were perfectly fine for years.
These products have French and English labels for compliancy. They have cosmetic numbers with Health Canada and there is nothing natural about them. They only improve ones appearance and do not heal or improve the bodies function. We follow cosmetic advertising guidelines and I can assure that there are no medical claims in the listings.
Thank you for your help.
Signed an extremely frustrated seller.
Cosmetic products restricted due to Health Canada (NPN/DIN)
A number of our Cosmetic products made in a reputable factory have been taken down due to Amazon policy compliance. They have been incorrectly identified as natural health products.
The issue has been ongoing for months now and we have tried numerous times to remove any ambiguous claim from the listing. We have provided a series of new images and have resubmitted appeals again and again with always the same negative response.
This has been a frustrating experience and we are ready to close our business on Amazon since the help and support has been worse than useless. They even sent a threatening email telling us not to take down and resubmit a listing as some sellers have suggested.
Is there anyway to get professional help with this? To speak with someone who can tell us what exactly is wrong with the listing. Which wording is causing issues or image. We have stripped listings bare that were perfectly fine for years.
These products have French and English labels for compliancy. They have cosmetic numbers with Health Canada and there is nothing natural about them. They only improve ones appearance and do not heal or improve the bodies function. We follow cosmetic advertising guidelines and I can assure that there are no medical claims in the listings.
Thank you for your help.
Signed an extremely frustrated seller.
0 replies
Seller_RBv4mPFm7TIqv
Reach out to Quality Smart Solutions. They helped fix label issues. They are part of the Amazon SPN. They can also write a letter on your behalf on their letterhead to explain why your product is a cosmetic or advise if here is a claim that is not allowed with cosmetics.
Daryl_Amazon
Hey @Seller_VzPKwQo4g0vaT,
We wouldn't want you to take the decision of leaving our platform and closing your business, as a community manager I promise to follow through the correct pathway to resolution.
I think a good starting point are those rejection reasons, would they happen to be communications through seller cases?
If the answer is yes, could you share all the cases IDs related to this topic?
I am no "robot" with template answers, genuinely here to lead you to the best possible outcome.
Will await confirmation and follow up no later than Monday with you.
Daryl
