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Our Listing Reactivation Issue - Weeks of Frustration and Support Loop
Hi Amazon Community,
We’re reaching out in desperation as our business has been significantly impacted by an ongoing issue with our listing. Despite our appeal being approved and verified weeks ago, our listing remains inactive, and we’re struggling to get this resolved. We are Brand Registered trademark holders, and also the manufacturer of all of our products.
Timeline of Events:
- August 7th: Appeal approved; listing cleared for reactivation.
- August 13th: Reactivation verified by Amazon Selling Partner Support.
- Multiple Attempts: We’ve contacted Account Health Support several times after the 13th (August 14th, 18th, and 20th), each time assured of a resolution, but nothing has changed.
Current Situation:
- Our listing remains inactive, causing serious disruption to our business.
- We’re stuck in a support loop, being passed back and forth between different teams with no resolution.
- Policy Compliance still shows the violation.
Case IDs:
- 15870112251
- 15855779921
- 15868202561
- 15870151721
As a manufacturer of our own products, this issue is particularly critical for our business. In the past, we’ve always been able to reach the right person to resolve issues promptly, but now we find ourselves caught in an endless support loop. We urgently need guidance on how to escalate this matter effectively.
Account Health Support initially assured us that the issue was under secondary review and would be resolved within 24-48 hours. However, we've now been told that there’s no clear timeline for resolution. This lack of professionalism is not only frustrating but has also severely impacted our sales during the peak season for this product.
Any advice or suggestions on how to break this cycle and finally get our listing reactivated would be immensely appreciated. We’re at our wit’s end and urgently need help.
Thank you for your support.Thank you for your support.
10 replies
Seller_RW2hhNpmNDVQL
Still no update -
Most Recent Case ID: 15870151721
Emet_Amazon
Hello @Seller_RW2hhNpmNDVQL,
Thank you for posting your concerns with your listing.
Timeline of Events:
- August 7th: Appeal approved; listing cleared for reactivation.
- August 13th: Reactivation verified by Amazon Selling Partner Support.
- Multiple Attempts: We’ve contacted Account Health Support several times after the 13th (August 14th, 18th, and 20th), each time assured of a resolution, but nothing has changed.
- 15870112251
- 15855779921
- 15868202561
- 15870151721
I have looked over your information and situation, I can confirm at this time that the account health team has already passed your information to the appropriate teams and is currently waiting resolution with them, I have personally requested an update on the situation from their end. They may not directly follow up with me on this specific situation but once I see or receive information on this I will follow up here with you.
I would additionally recommend monitoring your notifications as they will first send you a follow up notice on the actions they've taken.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_RW2hhNpmNDVQL
Good evening,
We are reaching out to the community for insights and support regarding an ongoing issue with our listing reactivation.
Timeline of Events:
- August 7th: Appeal approved; listing cleared for reactivation.
- August 13th: Reactivation of the listing was verified by Amazon Selling Partner Support.
- August 14th, 18th, and 20th: Contacted Account Health Support multiple times, receiving assurances of a resolution, but no progress was made.
- August 26th: Listing remains inactive and unavailable for relisting. Each time we request an update, our ticket is automatically closed without a proper response, and we receive a Satisfaction Survey instead.
- Current Situation: We recently found a "Request Approval" link leading to a "Reinstate your listing" page, which offers a Plan of Action (POA) submission. We submitted this form and received approval for the 5th time, yet we are still unable to relist our product.
Most recent Case ID: 15904482491
Relevant Case IDs:
- 15870112251
- 15855779921
- 15868202561
- 15870151721
Please see previous posts for additional context. Any advice or assistance from the community would be greatly appreciated.
Thank you for taking the time to read this post.
@SEAmod @Glenn_Amazon @Dougal_Amazon @Cooper_Amazon
Emet_Amazon
Hello @Seller_RW2hhNpmNDVQL,
Thank you for following up on your situation.
- August 7th: Appeal approved; listing cleared for reactivation.
- August 13th: Reactivation of the listing was verified by Amazon Selling Partner Support.
- August 14th, 18th, and 20th: Contacted Account Health Support multiple times, receiving assurances of a resolution, but no progress was made.
- August 26th: Listing remains inactive and unavailable for relisting. Each time we request an update, our ticket is automatically closed without a proper response, and we receive a Satisfaction Survey instead.
Our review teams have followed up and advised that on 8/27, you received a notification advising on the reactivation of this listing. The listing reactivation and removal of the violation from the account health page can take up to 72 hours three days. If you are still seeing the violation or the listing is still inactive, you may need to update your quantity or price to refresh the listing.
If your violation is still present after 8/30/24, please post a screenshot of your continued issues so that we can continue to look into 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.
Seller_RW2hhNpmNDVQL
Thank you for the reply @Emet_Amazon,
We will follow-up on 8/30/24 with the screenshot as requested.
Please note that this is will be the fourth time waiting "up to 72 hours" after being notified that the listing appeal was approved.
We have heard the exact same response from Amazon Account Health Support on August 13th, August 18th and August 20th. Each time we were told that it can take 24-72 business hours to see the violation removed and the listing be available to be updated, and that the issue was transferred to the appropriate party. We have tried Edit Listing via the Account Panel, as well as flat file uploads after the 72 hour window.
Feed Processing Summary Error Type: 90202
Error Message Example: There is a restriction in effect at the item level (because of Item-Level gatings on an offer)
We will be following up on 8/30/2024 as mentioned above.
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