Li-ion TIC DV - Lab Mistake
Has anyone dealt with listing removal due to lab error under the Li-ion TIC Direct Validation program?
We sell replacement lithium-ion battery packs and are working through Amazon's new TIC Direct Validation compliance requirements (UL 2054 + UN 38.3). We understand and fully support the compliance requirements. We've been proactively working with Amazon's approved TIC labs for weeks.
Here's our situation: We generated TRF IDs and submitted them to an Amazon-approved TIC lab well before our address-by deadlines. We paid the lab in full before the deadlines. However, the lab failed to update our listing statuses to "In Progress" in Amazon's system before the deadlines passed. As a result, several of our listings were removed.
We have an active escalation (case 21257499161) and an Amazon Account Health agent has explicitly documented in writing that our listings were removed because the lab did not update the status in time — not because we missed our deadlines.
Our questions for the community:
Has anyone experienced listings being reinstated after removal in this situation? Where the seller met all requirements but the lab caused the removal?
So far the ASIN being listed as "In Progress" status isn't enough to trigger reinstatement. Does full test completion and validation need to happen first?
Has anyone successfully escalated beyond Account Health Support for faster resolution? We have been waiting on replies from the escalated cases for many days. Amazon told us to wait 5-7 business days, and we are well past that with no reply. Every time we ask we are told to just wait longer.
We are losing significant revenue every day these listings are down, and we did everything right on our end. Any guidance from sellers who have navigated this would be greatly appreciated.
Li-ion TIC DV - Lab Mistake
Has anyone dealt with listing removal due to lab error under the Li-ion TIC Direct Validation program?
We sell replacement lithium-ion battery packs and are working through Amazon's new TIC Direct Validation compliance requirements (UL 2054 + UN 38.3). We understand and fully support the compliance requirements. We've been proactively working with Amazon's approved TIC labs for weeks.
Here's our situation: We generated TRF IDs and submitted them to an Amazon-approved TIC lab well before our address-by deadlines. We paid the lab in full before the deadlines. However, the lab failed to update our listing statuses to "In Progress" in Amazon's system before the deadlines passed. As a result, several of our listings were removed.
We have an active escalation (case 21257499161) and an Amazon Account Health agent has explicitly documented in writing that our listings were removed because the lab did not update the status in time — not because we missed our deadlines.
Our questions for the community:
Has anyone experienced listings being reinstated after removal in this situation? Where the seller met all requirements but the lab caused the removal?
So far the ASIN being listed as "In Progress" status isn't enough to trigger reinstatement. Does full test completion and validation need to happen first?
Has anyone successfully escalated beyond Account Health Support for faster resolution? We have been waiting on replies from the escalated cases for many days. Amazon told us to wait 5-7 business days, and we are well past that with no reply. Every time we ask we are told to just wait longer.
We are losing significant revenue every day these listings are down, and we did everything right on our end. Any guidance from sellers who have navigated this would be greatly appreciated.
3 replies
Yujiro_Amazon
Hello @Seller_1RqucRhTuFr3R,
Thanks for sharing this in detail. Your situation is clear and well-documented. Since Account Health has already acknowledged in writing that the removal was due to the lab's failure to update the status (not your non-compliance), your existing escalation through case 21257499161 is the correct path. I'd recommend following up on that case directly and referencing the written acknowledgment from the AH agent as supporting evidence. Hopefully other sellers with TIC Direct Validation experience can also share their timelines here.
Best regards,
Yujiro
Emet_Amazon
Hello @Seller_1RqucRhTuFr3R,
Thank you for following up on the escalation.
I appreciate you reaching back out and inquiring on what path you can pursue at this time. I have looked over your case examples and followed up with our review teams who provided the following information:
At this time for the ASINs to be reinstated and live on our site, you will need to continue working with our testing, inspection and certification body (TIC) to complete the testing process. Once the TRF is approved by the TIC, the ASINs will be automatically reinstated and go live.
Since the status had not been updated prior to the review period ending the listing were already removed, thus cannot be reinstated until they receive approval at this time.
Although this does not immediately resolve your situation, this is the current available path. The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
