We first listed a product ASIN: B09653D13M onto Amazon.co.uk, it was then automatically listed onto our Germany account because of the Build International Listings/PAN EU Marketplace tool, which we didn’t know was active and were not properly educated on how to use this. We didn’t notice that the item had automatically listed on the Germany account, as we don’t use that account.

This product was restricted in Germany so they closed down our account (it was a candle). We never sold this product or have ever sold any product in Germany (or intent to).

Amazon is now changing our photos, not letting us add new brands, not letting us make changes to our listings in the UK until this issue is resolved on our Germany account and we get it re-activated. However we have submitted various plans of action and requested help many times upon receiving the same generic response.

We have began working with the Strategic Account Services in Essentials since 1st April 2024 and they can no longer make changes or help us with building our business until the German account gets reactivated.

We have hired consultants to see if they can fix the issue.

We have undergone training to make sure we are always abiding by amazons policies.

Our business is being dramatically effected and listings getting destroyed. They seem to have no reasoning or ability to look past a genuine human error.

We are requesting to please have my DE store activated, for us to work on my home marketplace UK.

Regards

Ben Vince

Dear Seller-Community, dear amazon seller support,

I am writing you as we have now reached the status where we really do not know any further what to do. Several months ago we listed a so called "medical product" on our amazon.de and - as we started newly with amazon - got surprisingly blocked. We received the following explanatio:

"Der Verkauf von Zahnsteinentfernern oder ähnlichen zahnmedizinische Geräten, die nicht für die Anwendung durch Laien bestimmt sind, eine Einweisung durch medizinisches Fachpersonal erfordern oder aufgrund einer Geschäftsentscheidung von Amazon vom Handel ausgeschlossen sind, ist auf Amazon.de nicht gestattet. Wenn Sie glauben, dass Ihr Produkt irrtümlich entfernt wurde, legen Sie Widerspruch ein und fügen Sie die Gebrauchsanleitung sowie Bilder des Produktes von allen Seiten bei. Weitere Informationen dazu finden Sie auf unseren Hilfeseiten unter "Medizinprodukte" https://sellercentral.amazon.de/help/hub/reference/G201744020. Wir haben eine Kombination automatischer Methoden verwendet, um dieses Problem zu identifizieren und diese Entscheidung zu treffen."

As stated we provided all requested documents, certificates proved that this product is developed for the end-consumer. We also highlighted that there are competitors selling exactly the same product. So we got unblocked. This story repeated itself several times, until we got blocked on 28.06

Again we got the same reply, as stated above. Again, we provided exactly the same documents, but surprisingly without any success. We kept creating submissions, kept calling the hotline, just to receive the same empty words

"We do understand your concerns....."

We even collected evidence from other products, clearly highlight the "violation" of the product policy, a reason for which we were blocked, but the others not. We also highlighted that we will look for legal support as this is a clear violation of a fair competition. If amazon follows its product policy, then everyone should get the same treatment, but not this loose way

Question: Is there any other way we can find an agreement? Do you guys made a similar experience and if you solved it, how did you solve it?

What would you recommend us?

Hello,

Last week, 3 of our listings got removed due to EPR Compliance. We have been registered for a long time, and it is on the EPR Compliance Dashboard on Amazon. But still 3 of our ASINs were removed. (PROBLEM #1)

Whenever we edit the listing, we are asked to request approval. The weird thing is we request for all 3 ASINs, but in the Dashboard only 1 ASIN is showing (PROBLEM #2)

Upon checking on our account, we think the possible source of this problem is the Manage Compliance Dashboard. It says there we have not submitted, but if you look in the EPR Compliance Dashboard, we are compliant and the numbers there are valid! (PROBLEM #3)

Anyone here who is in the same boat as us? Anyone from Amazon can help here?

@Seller_hwwu0taY2D6Xs@Seller_06JS7friV1yzw