Skincare Serum wrongly flagged as skin whitening / children pyjama
We sell skincare for men and one of our ASIN B0BB8MPGWP - a skincare face serum - was flagged 10 days ago as a skin whitening product. We appealed 2 times but got rejected and they asked for documents that we cannot provide (Mercury Testing and such) because our product is not a skincare whitening lotion so it does not have those ingredients.
Now we recently received a new response and our same product (still a skincare serum) was flagged as children sleepwear, and we are asked new documents. We tried answering these messages and requesting that our product be reviewed by a non-bot person but haven't got any success yet. How to get our product labeled as the right category? We have pictures of the box, bottles, ingredient list, our listing and title where the product is clearly labeled as a skincare serum. What else can we do? Can something review our listing with human eyes?
Case ID: 14830598801 - 14824359191 - 14777561141 - 14773466221
Skincare Serum wrongly flagged as skin whitening / children pyjama
We sell skincare for men and one of our ASIN B0BB8MPGWP - a skincare face serum - was flagged 10 days ago as a skin whitening product. We appealed 2 times but got rejected and they asked for documents that we cannot provide (Mercury Testing and such) because our product is not a skincare whitening lotion so it does not have those ingredients.
Now we recently received a new response and our same product (still a skincare serum) was flagged as children sleepwear, and we are asked new documents. We tried answering these messages and requesting that our product be reviewed by a non-bot person but haven't got any success yet. How to get our product labeled as the right category? We have pictures of the box, bottles, ingredient list, our listing and title where the product is clearly labeled as a skincare serum. What else can we do? Can something review our listing with human eyes?
Case ID: 14830598801 - 14824359191 - 14777561141 - 14773466221
6 replies
Cooper_Amazon
Good Evening @Seller_LEwwOnSFVWwlo,
I wanted to reach out to you regarding you ASIN that is being flagged as a skin whitening product. I am linking the skin whitening help page:
Skin lightening and whitening products covered by this policy
Skin lightening and whitening products work by reducing melanin in the skin. These products include, for example, bleaching creams, whiteners, skin brighteners, and fading creams.
Note that some skin lightening and whitening products have been found to contain mercury. Exposure to mercury can have serious health consequences. Amazon prohibits all skin care products that contain mercury or its equivalents, including but not limited to mercuric, mercuric amidochloride, mercury oxide, mercury salts, mercurous chloride, mercurio, calomel, cinnabaris, hydrargyri oxydum rubrum, or quicksilver.
As you mentioned, if you product does not meet this policy as it is supposed to be a skincare face serum, you may continue to appeal to the team by submitting photos of your product (all sides of the product inside and outside of it's packaging and the ingredients list). You should also review your detail page to ensure it's also not out of compliance.
If you need to make any edits to the detail page or the product packaging, please ensure you are adhering to the product detail page rules.
Feel free to let us know if you have any additional questions about the information provided above. Have a good night.
Sincerely, Cooper_Amazon
Cooper_Amazon
Good Evening @Seller_LEwwOnSFVWwlo,
The team followed up with me and mentioned ASIN B0BB8MPGWP will not be getting reinstated at this time.
If you would like to continue to appeal, you may use Seller Central resources, contact Account Health Support if eligible, to improve your appeal and resubmit new documentation according to the Performance Notification you received or through your Account Health Dashboard.
I know this is not the outcome you were hoping for, but at least we were able to get a second pair of eyes to review your case. Please let me know if you have any questions regarding the information I have provided above and have a good night.
Sincerely, Cooper_Amazon
