The most common ‘violations’ are related to Intellectual Property, Complaints (e.g. a ‘New’ product reported by a customer as ‘Used’) and Restricted Product Policy Violations. When a product gets flagged, brands need to appeal effectively otherwise they run the risk of losing huge amounts of revenue while the ASIN is down.
HOW DO I KNOW IF MY PRODUCT HAS BEEN FLAGGED BY AMAZON?
Brands will learn about product compliance issues by selecting Account Health under the Performance section of their dashboard.
Within Account Health you can view the current status of any Policy Compliance issues.
Received intellectual property complaints: 8
These will be from manufacturers or brand owners most likely, making complaints that you are selling their goods (without their permission, probably)
Product Authenticity Customer Complaints: 1
This will be a customer who has complained to Amazon that you are selling counterfeit goods
Product Condition Customer Complaints: 4
These will be customers complaining that the goods are either poor quality or not as described or have developed faults
Restricted Product Policy Violations: 8
Usually, products that have been listed on Amazon that needed approval
WHAT DO I DO IF MY LISTING GETS FLAGGED BY AMAZON?
Amazon recently overhauled its submission process so it's all in the Seller Central interface.
If your product gets flagged, here’s how to proceed:
1. Review the violation details closely. First
and foremost, you want to get a very clear understanding of why your product has been flagged by Amazon. The nature of the compliance issue could be related to a manufacturing problem, fulfillment/shipment error, unauthorized third-party seller activity, or a totally unfounded claim against a perfectly viable product.
2. Compile all the required documentation. Amazon will ask for specific info such as manufacturing invoices and a Plan of Action (POA). Ensure you acquire all the right information that directly relates to the specifics of the alleged violation.
3. Send all the appeal documentation through the Account Health portal. Once you have successfully delivered all the required info, you can view the status of the case by clicking the ‘View appeal’ button.
4. Wait 5 business days. Although it can be excruciating to wait for a response while your product is suspended, refrain from opening a new case. You should get some type of update or resolution within a week.
5. Deliver follow-up material. In some instances, Amazon will request more documentation regarding the specifics of your case.
6. Escalate (if necessary). If the ultimate feedback you get from the Account Health team is unsatisfactory, you should find a way to escalate your case. The primary account owner should send an email with all the case details to Amazon Support. Also, if you have any direct contacts at Amazon, reach out and see if they can connect you with a senior member of the Account Health team.