Hi.
This is my first time posting. I really need some help because I feel like I’m going in circles with Amazon support and getting nowhere.
We sell a **personal massage device**, which is classified under **FDA regulation 21 CFR 890.5660** as a **510(k) exempt product**—meaning it **does NOT require a 510(k) premarket notification**. Despite explaining this multiple times and submitting extensive supporting documentation, Amazon continues to flag our listing as a restricted medical device.
Steps We've Taken So Far:
- Submitted photos of the product packaging and the item itself
- Provided pictures of instructions for use from the user manual, including a page explicitly stating that this device is NOT a medical device and is 510(k) exempt
- Sent FDA regulatory information, FDA registration number for the manufacturer and a detailed explanation of why this device does not require a 510(k).
Yet, Amazon keeps requesting the same documentation over and over again, despite us already providing everything they’ve asked for.
To Make Things Worse… Unauthorized Listing Changes
Recently, we noticed that someone other than us changed our product’s category to "Other Entertainment Collectibles Collectible - Like New," and the product type was changed to "Appendage Warmers." Immediately after this, our listing was flagged as a restricted product.
This is **not the first time this has happened**. Over time, we have dealt with:
- Our product being recategorized into adult categories** without our consent
- Images being changed
- Incorrect product details being added
- Repeated unauthorized changes that seem intentionally designed to trigger listing restrictions
We have previously reported this and were told the case was being sent to the **Abuse Team**, and that our listing would be gated to prevent further interference. However, it seems that this never happened, and we are still dealing with listing tampering.
We Need Help!
At this point, we need guidance from other sellers who may have dealt with similar situations. How can we escalate this beyond the endless loop with Seller Support? Has anyone successfully had their listing gated or protected from tampering?
If anyone has advice on how to get through to Amazon and resolve this once and for all, please share! We are losing quite a bit in sales profit and we are sitting on a ton of inventory.
Thanks in advance for any insights!
**Case Number: 17307995741**