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A cosmetic product, which is not classified as an NHP, has been mistakenly identified as an NHP, resulting in the deactivation of the product and even the deactivation of our account. Please help us.
Dear Amazon Support,
Thank you for taking the time to review our situation.
We have been selling a cosmetic product that, in accordance with Canadian health regulations, is not classified as an NPN (Natural Product Number) item. However, Amazon has mistakenly categorized the product as requiring an NPN. We promptly submitted the ingredient list and verified that each component complies with the NHP Ingredients Database, which clearly demonstrates that this product does not meet the criteria for NPN classification. Unfortunately, Amazon has not accepted this evidence.
The reason Amazon provided for the misclassification appears to be related to certain terms used in our product description, such as "Acne Prone" and "REPLENISHES AND REJUVENATES." We responded immediately by attempting to revise the description accordingly. However, despite multiple attempts, none of the changes we’ve made have been reflected on the product page.
We have opened numerous cases requesting assistance with this issue, yet the feedback has consistently advised us to "edit the listing via Seller Central." We have already made multiple attempts to revise the listing through Seller Central and even uploaded an Excel file with the updated information, but the changes are still not being applied. Despite our repeated clarifications, we continue to receive the same response from Amazon.
Our primary goal is to update the product description to comply with Amazon’s guidelines. We have already provided sufficient proof that this product is not classified as an NPN, and we simply wish for the correct description to be reflected on the platform. Unfortunately, our account is currently deactivated, preventing us from making any further edits to the listing.
At this point, we are feeling completely stuck and uncertain as to how to proceed. Without your assistance, we are unable to move forward. We kindly and urgently ask for your help in enabling the necessary product description updates, so that our listing can be accurately reflected on the platform.
ASIN: B06Y15D1LH
CASE ID: 16521137711
We greatly appreciate your consideration and support.
1 reply
Seller_i5ZbjMzSTcrhe
Hi,
Read their email carefully. If all responses are always the same there might be a line there that it is AI screened. Request escalation and politely ask for this case to be reviewed by a human. Stay to the point and concisely explain what you have done and why the product is not an NHP. Provide link to the manufacturer's site, if possible, showing that they do not advertise it as NHP. if you have figured which word is triggering the system it is best to remove it, because over time they would close the ASIN again.
The deactivated account may prevent you from getting the proper attention though.
I hope that this info helps you as well.
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