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Hello Amazon Team & Fellow Sellers,

I am reaching out for clarification and assistance regarding the recent suspension of our lidocaine-based product listing, despite being within FDA-approved OTC limits (4% Lidocaine).

We have submitted multiple supporting documents, including:

1. Screenshot of Amazon’s Policy
2. FDA Registration Screenshot of the Supplier showing NDC code same as on product packaging
3. Supply Agreement from China
4. Supplier Invoice
5. Authorization Letter from the Brand Owner
6. Distribution Agreement
7. Product packaging images all sides

However, we keep receiving a generic rejection stating:

“This product has been identified as containing lidocaine, which may be a prescription-only active ingredient. Amazon policy prohibits the sale or listing of products that require a prescription or a medical professional’s supervision or direction for their use on Amazon.com. If your product is an OTC drug and you believe that this determination has been made in error, please appeal with the Drug Facts for your product showing the ingredients and concentration information. If your product is a lab product, please appeal with the SDS showing ingredients and concentration information.”

The confusion is there are other sellers with similar or higher concentration (5%) of lidocaine who remain active. (When asked, Amazon support says these listings “will be removed soon”, but they have been active for years.). We get contradictory responses from Account Health Support. (Some reps say Amazon does not allow Lidocaine at all, which contradicts existing live listings. Others claim FDA OTC approval does not apply to Amazon policies, suggesting Amazon has separate restrictions.) Also, there's no Specific Policy Violation Cited. (We were told the listing was removed due to policy violation but were not provided with an exact reference or missing compliance requirement.)

We really need help with what should be done to fix the issue and looking for guidance from other sellers who are selling Lidocaine containing products. Also, we really want Amazon associates to help us identify the issue correctly so we can address it and get our listings activated we are losing sale as our product ranked among top Amazon choice products.

Thanks!

@Seller_pAPBCLhysbW5T

@Seller_rl7kltrMnkHFJ

@Seller_SBIjJooGeXSQ6

Hello,

We have multiple shipments sent from AWD to FBA with missing units. Any news from the warehouse? We've already been waiting for a month.

ID 17027310941

I have been updating my account multiple times tried multiple bank accounts with my name. They are not old accounts. I have downloaded the bank statement with the account numbers. I even downloaded the full 20 page pdf of my account bank statement and they still told me unable to verify. This has been months and now been working for essentially nothing. Mind you I have been trying for over 3 months now to resolve and they just tell me oh we will look into it and then nothing!

Anyone ever have this issue? I have called seller support many times now and they have not been helpful at all.

Do i need to be brand registered for that ? is it possible to get approval with only having an amazon brand approval without registry? note: my products are compliant to amazon rules and has all necessary certifications

The buyer left this feedback "These are inefficient. The holes are far too tiny for loose leaf tea. Choose something else. They are cute and good for flavored tea but not the real deal."

As you can see, this is entirely a review about the product, and the fact that the buyer thinks our product is not suitable for going to make tea is not to say that our product is a fake. We think such a feedback should be removed.

Please help us reconfirm this, order id: 113-1654295-8329802

case id: 17081191831 @Seller_1KYLYkgAlu4xX

Hi,

i need to update the right brand name because existing brand name is does not belong to the product and Right owner for existing brand sent notification through amazon mentioning that they don't sell this product so update the brand name. i have opened a case with seller support but only getting a template reply and no help. Kinldy help how to resolve this issue. @Seller_t9kvdr2yixQej

Thanks

Hello,

1) If items I purchase do not come with a transparency codes, am I able to purchase them myself for verification purposes?

2) If so, where can I purchase transparency codes, and what is the process for obtaining them?

3) If I buy an item and it comes with a transparency code, is there anything else I need to do to verify its authenticity?

I would really appreciate if someone could touch on these points, and help clarify my confusion.

Thank you!

Help, please. This has never happened to me before.

Customer ordered a $150 dollar item. Purchased shipping through Amazon, priority shipping with signature required.

Customer signed for package this morning at 10 am. At 9 pm, I got the following message:

Where's my stuff: "It was either delivered to the wrong address (again) or stolen. This is the third time this has happened and I need a refund or a re-ship."

What happens next?

"No se ha podido cobrar". Esto me salta en métodos de cargo cuando de la tarjeta que está cargada ya me cobraron los u$d 40. Me cobraron y me sigue saltando el error de que "no me pueden cobrar". Por favor necesito una solución dado que ya aboné el canon necesario.